Full fibre - no digital voice upgrade option within my account choices

[66sep]

I am currently in contract with a very slow & painful 2mb copper connection & unlimited call package, until Feb 2026.

I am having to use a 5G router as needed to provide faster, usable internet, at an additional monthly cost. (soon expiring)

The Full fibre rollout was implemented in my area much sooner than expected, and it is now available at my home location.

However, the full fibre upgrade options visible within my account are for all data only; I have no option to switch over my existing landline phone number as well.

Posing as a new customer on the TT website gives me the landline option, the same applies to other providers, where I can keep my existing landline and receive help towards termination.

I have been with TT for many years and have no desire to leave, however, choices are limited, and the TT customer service team are advising that they cannot help as they can only see the same options, so I am out of ideas.

Before I push the button and move elsewhere, has anybody experienced the same and found a solution please?

[kanya-TT]

Hey there, 66sep. I am not sure if you have seen the Fullfibre 150 option for £28 a month increasing to £31 from April 2026 then to £34.00 in April 2027. This package has an option for voice where a phone line can be connected for an additional £2 per month, as shown on the Website? 

Kanya

[Gliwmaeden2]

That's not when an early termination fee would ever be applied, @DJI_MINI_3.

Only on actually leaving early. 

It's in Talktalk's gift to waive charges due to ongoing problems mid contract.

And you had speed drops.

If the OP signed up for Fast Broadband, which is Talktalk's slowest form of copper service, they will have been made aware of what the line was capable of at point of sale.

Some Fast Broadband lines have a feeble speed for reasons of distance from the exchange,  nothing to do with a fault.

You are not comparing like with like, and such matters would be dealt with on a case by case basis and cannot be generalised. 

[DJI_MINI_3]

"You'll have massive early termination fees to pay if there's so much time left on your contract, and, even if you upgrade, there might be a change of package/admin fee applied"

When we move from FTTC 65 to Full Fibre 150 due to the speeds dropping from 60Mbps to 18Mbps we were halfway through our contract we didn't have to pay an early termination fee we simply moved from one to the other with no extra cost.

[Gliwmaeden2]

You'll have massive early termination fees to pay if there's so much time left on your contract, and, even if you upgrade,  there might be a change of package/admin fee applied. 

Better waiting for them to offer an upgrade free, @66sep.

But it should be possible to add VOIP when you order the package directly via a customer service agent - don't just go through My Account or email links 

The only caveat is that sometimes it's the infrastructure provider that doesn't add the VOIP - is it Cityfibre or another company? Usually fine with Openreach. 

None of this is as straightforward as those with ambitions to get us all onto Full Fibre would like us to believe.

Talktalk is trying to wean those full fibre customers who had copper landlines left active off that service by applying an extra £12.00 monthly for keeping the copper landline  - but they have had to hold off applying the charge for it as they simply couldn't keep up with the rush of demand to switch to VOIP.

I suspect however that they are simply no longer offering copper leave behind as an option for new switches to Full Fibre. 

You would need to order VOIP, retaining your phone number, at the same time as upgrading to Full Fibre.