Do full fibre packages include digital voice as standard?

[jon1967]

They say they don't include landline .. that is very unclear . Do they include the conversion of an existing landline number to digital and relevant router /adapter etc . There doesn't seem to be any mention of this or any option to add it in the dashboard 

[Gliwmaeden2]

If you spoke to the agent when ordering it, they should have told you at the time if it would require copper "leave behind" rather than a total switch.

Normally this would not cost extra but would be absorbed into the total charge, just like VOIP until you actually make calls (these are charged in the usual way, @pendog).

However, you must return to the message board and click on start a topic to begin your own thread. 

Staff will look into this during the week. This is an old thread, and they only reply to the original poster. 

You also need to complete your community forum profile details in Personal Information, @pendog.

[pendog]

It is impossible to select any full fibre package that includes VOIP. You always end up with a message that reads 

"We’re sorry but at the moment our Full Fibre data only packages don’t support a landline". 

I just upgraded to full fibre and asked the agent specifically if I could plug in my phone and make VOIP calls. 

They replied and said yes you will and your number will be the same. But it turns out that was a lie.  

To resolve the is misinformation they want me to take out a copper line connection on top of the fibre ( at my expense )

Obviously I said no its your error. 

Had to escalate this to a complaint now. Was mis sold the package on a 24 month contract. Shocking that they can't just resolve their mistake on the spot. 

[gcotgreave]

Thanks @Gliwmaeden2, appreciate the prompt response. It's a shame TT don't make this information readily available on the account pages of the site. They are likely to loose business, these days the expectation is that most things are done through the site interface, and all the information you need is "on the website" and only "speak with an operative if you really have to".

I wasn't expecting a deal to be set up over the forum, just highlighting that even the renewals that are sent out hide the fact that there may be a option for voice if you are prepared to dig.

[Gliwmaeden2]

Contacting Talktalk is as in my reply way back when, @gcotgreave .... to the original poster.

Staff cannot set up deals / packages through the forum for you.

We always recommend that you do call / use Chat to obtain the best deals, rather than accepting offers through My Account  / email.

The latter tend to include hidden extras, or the TV charge by default etc. So do follow the contact details link posted last autumn - check opening hours to avoid further frustration!

If you do want VOIP you will need to check that it's available with the particular Full Fibre package, and order them together - can't be added later.

[gcotgreave]

It's nearly a year on and if you go to offers and upgrades, the only option if you tick that you want to make and recieve phone calls, is Fibre65 (which isn't fibre anyway) 

None of the real fibre packages show as an option. 

Is this TT's way of saying "we don't want to offer digital voice" but "you can continue with our old LLU for a while longer" e.g. the broadband only PlusNet route.

It seems very counter intuitive if you have to call and plead to get anything else rather than just offering it on the account webpage. 

My renewal is up shortly and I've been email offered pretend Fibre65 at £10 more than I'm paying now. Other providers on the same wholesale backbone are offering proper fibre and home phone packages for the same price. 

What's the deal with phone calls and TT?

[Michelle-TalkTalk]

Hi jon,

Thanks for keeping us updated 🙂

Thanks

Michelle

[jon1967]

Just an update to anybody else , this was all ordered via chat and no issues thus far . Still NO idea why any web upgrade/new package order does not mention digital voice as part of these ful fibre packages or an add on etc

[Arne-TalkTalk · Accepted solution]

Hi jon1967

I have checked your account and VOIP is available to you, with speeds up to 900 mbps , contact the loyalty team on 03451720088 The will be able to see what options are available

Sorry for any inconvenience caused.

[Gliwmaeden2]

@jon1967, you hadn't made it quite clear that you were coming back as a "new" customer, but if you want help from Talktalk to clarify, I'm afraid that you will need to contact what you have described, sadly, as "low level support" yourself. 

 

Staff will not be able to set up or process a deal for you via the forum. That facility is long since gone.

Staff will respond after the weekend. 

[jon1967]

Hi . I had already read fully that page you sent a link to before posting this given thats its pretty much the only hit you get at talktalk itself if you query digital voice !

Im not sure if your sort of agreeing its impossible to order any way on line a full fibre setup with digital voice  either as an existing or new customer. Im afraid i dont  speak/chat to talktalk low level support via any of their normal methods given i have wasted enough of my life on that already over years without achieving anything . Hence why  i walked away before and went elsewhere 

So my posting is here because this has resulted in a full resolution from talktalk staff historically when they do pick it up 

Hopefully somebody will intervene and will convince me to stay this time

thankyou for taking the time to try and help however

[Gliwmaeden2]

@jon1967, if you follow the details in the link I sent you, you should come to this bit of information:

 

As a customer you need to follow those instructions. 

If you run into further difficulties, use the usual Chat / Support teams available as detailed here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

You will usually get the best deal by taking the time to speak to an agent in person. Ask for digital voice to be part of the order.

Offers and upgrades in My Account tend to include unwanted extras which you might not want.

As an existing customer don't try and apply as though you are a new customer.

Talktalk needs to know that you are already a customer when you order to time the cancellation of the old service, installation of the new etc, and sort out the billing / accounts. So don't apply as a new customer. 

[jon1967]

As i say there is no mention of digital voice or any related hardware  at all within the upgrade of existing customer via my account  or new customer (for full fibre specifically ) . Ive been up to the order now button on both  and stopped for obvious reasons. Any talktalk staff care to elaborate? Either the website is rubbish or Talktalk dont want to have phone lines of this nature (which i guess is their right if a business decision, i just want to confirm

[Gliwmaeden2]

You need to order it with digital voice and say you want to keep your phone number at the point of ordering Full Fibre, @jon1967.

Information is here:

https://new.talktalk.co.uk/digital-voice