Fibre 150 and VoIP

[Sleesey]

Hi 

we need to switch to fibre as working from home is just not happening on snail broadband. However, we also need to be able to use VoIP and keep our landline number - we have really poor mobile phone reception, so not having VoIP is not an option when we switch to fibre. @talktalk 150 suggests that we can’t use VoIP though. Can anyone help - I’d rather not spend hours with the chat bot!

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Sleesey]

Hi - so a little update as I posted the original question. I had an engineer out to check the line as slow broad band was even slower than normal. Was advised I needed to move some electric wires close to my telephone line into the house - not to improve service, but so they would actually look at things. Talk talk engineer agreed though that full fibre is really the only option and that I should switch.

Got electric line sorted yesterday, phoned talk talk this morning to try and start switch to full fibre broad band. They are telling me I can’t have fibre to my property - despite me having a confirmation email from open reach in 2021 confirming it was available. 32 minutes of painful music while the rep tried to look into it more, but who constantly told me open reach fibre at my property was showing on their system as not available. They then went off to try and speak to someone else and promptly cut me off. Beyond furious. 

about to look for a new provider after probably nearly 20 years with talk talk, loyalty obviously gets you no where these days 

[martswain]

@Chris-TalkTalk I am currently on Fibre 35 (FTTC)

The question regarding calls is not as clear as it could be on the upgrades and offers page

Options
Selecting the first two takes me to data-only full fibre packages.

The bottom two take me to a page that shows the usual upgrades for FTTC customers, add TV or call packages, no full fibre with VoIP option at all.

Will have to call and see what is available later this year, I daren't call now in case there is any misunderstanding and they place an order which cannot be completed as I'll be away for a while.

[Chris-TalkTalk]

Hi martswain,

I actually thought that VoIP is available for all customers upgrading to Full Fibre on Openreach but could be wrong. The 'I require a landline' option is for customer who actually require a physical landline (rather than VoIP) because they have a care alarm or medical device that needs a telephone line to function, or multiple telephone extension sockets that they want to continue to use.

If you are thinking of upgrading it's definitely worth speaking to sales to see what they can offer.

Chris

[martswain]

@Sleesey apologies for the slight threat hijack, please let us know how you get on.

@Gliwmaeden2 sorry, but you're missing my main point, any customer who is not on this forum and doesn't know better will just go elsewhere if they need a phone service if not offered via the upgrade page.

There is a massive ad on my account offering 900 Mbps full fibre data only but if I go via the Offers and Upgrades page and select the radio button saying I require a landline I get redirected to the usual FTTC offers of inclusive calls, TV etc

Clicking on the full fibre offers there is a warning that there is no phone service available.

@Chris-TalkTalk perhaps you could clarify the company position on this and why, according to @Gliwmaeden2 I may be able to get VoIP by calling customer services even though it is not available via my account.

I cannot test the phone option now as I will be going away for a while.

[Gliwmaeden2]

It's still the case that VOIP is not mentioned but is available if you speak directly to Talktalk, not just clicking through My Account. 

Openreach has no deal here with Talktalk for full fibre, despite supplying the local copper line.

It's a totally different ballgame when it comes to Full Fibre, nothing to do with the old copper agreements. 

[martswain]

@Gliwmaeden2 I am NOT looking at the "New Customer" pages, I posted what I am seeing in the upgrades page in my TT account and if you re-read my post you will see that it is Openreach that have cabled my street so there shouldn't be any issue with TT VoIP over that!

Quite frankly TT are going to lose existing customers if all they see are data only offers, there is no option on the account pages to specify that VoIP is required.

Very poor.

[Gliwmaeden2]

Current customers always need to specifically ask for VOIP with their full fibre upgrade, so not as advertised for new customers, @martswain.

And who they team up with for the infrastructure depends on the area etc. City Fibre runs through the street outside my house, and Talktalk works with them elsewhere but not specifically here.

I should think we can't even begin to imagine the amount of admin involved in all the contracts for the infrastructure, let alone individual customer arrangements. Gargantuan. 

Can't be done all at once.

[martswain]

My street has recently been cabled by Openreach however TT are not offering VoIP with any of their upgrade options but it seems to be available with other ISPs.

Seems a bit of an odd policy decision.

[Chris-TalkTalk]

Hi Sleesey,

Welcome to the Community. I can see that Keith has pointed you in the right direction but please let us know if you need any further assistance from the Community team

Chris

[Sleesey]

@KeithFrench That’s amazing news - thanks so much. 😀 will be on the case now to get this.

[KeithFrench]

You will need to talk to the loyalty department & ask them for full fibre 150 with Digital Voice. They can be contacted on their direct numbers 0345 1725157 or 0330 1278960.