Digital voice adapter

[Confused121]

I am desperate for help. I am due to connect to digital voice but because of my lack of hearing I have had to ask a friend to gather information for me from Talktalk. He has made countless calls to try to find out how I can use my home phone without it being plugged into the router. He was advised that I would need to upgrade to full fibre in order to get a digital voice adapter. This I did and I installed my new eero. I have trawled the internet for advice as to how I can now get an adapter to allow me to use my home phones in rooms away from the eero. The link given by Talktalk to obtain one from BT is now dead. Today my friend once again rang Talktalk for advice and after being passed from one person to another, then another, he was told that I wouldn’t be able to use the digital voice adapter unless I upgraded yet again at even more expense. This is contrary to everything that he had been told in previous conversations. I really don’t know what the truth is and I am now seriously thinking of cancelling my contract before my 14 days are up.

Please can anyone offer me any serious advice? Because of my disability ideally I need the use of three phone in various rooms but I would settle for one which would need to be some distance from my eero.

[Chris-TalkTalk]

The digital voice adapter is only of use if you have the digital voice service which you don't. 

When you placed the order for full fibre, if you said that you need the telephone to be some distance from the eero or you want to use existing telephone extension sockets, they may have decided to leave your telephone service on the old copper connection so that you can do this. 

Chris

[Confused121]

Thank you for your prompt reply. I’m afraid that I am still confused. My situation , needing a phone which is some distance away from the eero was explained to one of your assistants and they said that I would need to upgrade to full fibre in order to get a digital voice adapter. I did that but no adapter arrived. Further calls to your help lines resulted in contradictory advice.
To simplify the matter please can you answer three questions for me.

1. Am eligible for a digital voice adapter?

2. If not, can I buy one from the EE store?

3. If I now leave my existing phones unconnected to the eero will I eventually lose connection?

I cannot afford to upgrade yet again as was recommended by one of your team. This was never explained in the earlier conversations. The situation is so confusing that I am considering cancelling my agreement within my two weeks cooling off period and going with EE.

Please help if you can.

[Chris-TalkTalk]

OK thanks. You appear to be on a Full Fibre data only service with copper leave behind which basically means that you will continue to receive your voice service via the old telephone socket, I assume this is not what you wanted?

Chris

[Confused121]

Yes, Chris all three of my phones are working at the moment on the old BT connection.

[Chris-TalkTalk]

Hi Confused121,

If you connect a telephone to the old BT telephone socket does it still work? Is there a dial tone?

Chris

[Gliwmaeden2]

Further information, @Confused121:

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

[Gliwmaeden2]

@Confused121, did your friend specifically order VOIP?

If your friend ordered a data only package for you, the digital voice would NOT automatically come with it.

It may well be that the package specifications need to be changed. 

The support team will be back on here after the weekend to advise you about how to go about things, but the ordering of the correct package will need to be done by phone / Chat by yourself  or your friend.

The phone is not automatically included without spelling out the need for it with the order.

Having the sort that simply plugs into the router would have been straightforward, but only applies to the lower speed Full Fibre packages.

Faster packages do require that you use the digital voice adapter for your phone, and settings may need to be tweaked at the Talktalk end once you have that.

Make sure that Talktalk has a note of your accessibility needs too.

I'll attach information about that shortly.

[ferguson]

@Confused121 

Assuming you have got a package which includes digital voice then TalkTalk should supply you with an adapter. The thing is that this has to connect to the eero and then your phone connects via that. So there is no way of locating the phone separately from the eero. And multiple adapters are not an option,  you only ever get one. Multiple phones can of course connect as you long as you have a set of cordless phones.

[DJI_MINI_2_SE]

Discover Digital Voice  -

Digital Voice | What is Digital Voice | TalkTalk

[DJI_MINI_2_SE]

Talk talk phone and chat support has a bit of a bad reputation and can  be frustrating i have always preferred the community forum here to get issues sorted quickly, having said that i have rarely needed to use support in the last 15 years.

Try phoning again and tell them you have been on the TT community forum and you know they should have sent you one voice adaptor with the eero  when you moved to full fibre if you still get nowhere unfortunately  it'll be Monday before the support staff pick this up and get you help the forums are  manned by the "community stars" at the weekend who cannot order equipment.

[Confused121]

Thank you for the two responses that I have received so far. Both suggest that I should have been sent a digital voice adapter, which my friend specifically asked for, but unfortunately the latest Talktalk advisor is denying that I can have one. I’ve had so many contradictory replies from an assortment of so called Talktalk advisors that I am at my wits end. I have a disability and I cannot site my phone next to the eero. I would have expected better support from Talktalk.

[Gliwmaeden2]

@Confused121, make sure that you have completed your community forum profile details for Talktalk staff to identify your account. 

Go via your avatar; settings; add your Talktalk phone number or account number in Personal Information. SAVE CHANGES. 

[Gliwmaeden2]

@Confused121, as far as I know, Talktalk usually only sends out the one Digital Voice Adapter. You might have to pay for extra ones. Staff will clarify, but they are not on here at weekends. 

I think the details in this search are accurate:

 

[DJI_MINI_2_SE]

"I have trawled the internet for advice as to how I can now get an adapter to allow me to use my home phones in rooms away from the eero"

If  you ordered full fibre and digital voice they should have sent you an adaptor with the eero.

If you want to use more than one phone i assume you would need an *extra eero and adaptor for each room.

(the support staff will correct that later if its wrong)

*eero routers work in a mesh system you only need one plugged into the ONT additional ones connect wirelessly

This explains Full fibre and the adaptor - 

Digital Voice | What is Digital Voice | TalkTalk

ONT