Future Fibre Email

[FlameWheel64]

I received an email from TalkTalk saying my Future Fibre is now ready. I know for a fact this isn't true as we're unable to have the infastructure installed at our address. We're happy with our current out-of-contract Fibre 65 VoIP service & would like to keep using it.

What I wanted to know was: Does this email mean TalkTalk are going to move us onto a Future Fibre deal despite not having the infrastructure available? Or was this just a blanket email sent out to all customers within a certain area?

[Arne-TalkTalk]

When we find away to fix the account we will let you know ASAP.  We will need to manually adjust the bill to your old package price.

[FlameWheel64]

Thanks again for your help, will I get some kind of email or letter about this? Do you know if this will affect my monthly costs?

[Arne-TalkTalk]

Hi @FlameWheel64

The fibre team have confirmed that you are not on FTTP, so we will need to make your billing account reflect this.

I will send this off to the relevant team. 

[Arne-TalkTalk]

I will check with the Future fibre team

[ferguson]

And you.  🙂

[FlameWheel64]

No problem at all, thanks a lot for your help, have a great weekend. 😀

[ferguson]

OK, puzzling. There may be a mismatch on the database somewhere. I have asked the support team to have another look, but bear in mind they won't be back online until after the weekend. 

[FlameWheel64]

I'm not entirely sure. It just says the current deal is Fibre 65 VoIP on my account page, I've never used the VoIP service to my knowledge.

[ferguson]

OK, that makes sense to me. Other than where does the VoIP bit come in?

[FlameWheel64]

It's a router connected to a phone jack in the wall, which I believe makes it a DSL connection. I'm not knowledgable about this so I hope that's what you were asking.

[ferguson]

How is the internet delivered to your property e.g. combined router/modem, separate ONT, or what?

[FlameWheel64]

Thanks again for your help. I believe what you're seeing is true on your end but I'm almost certain we aren't on Future Fibre. We never had an engineer come over to install anything & the speeds & connection we are getting aren't even close to what Future Fibre promises. I think there's been a mistake from yourselves, is there an email or phone number I could use to get in touch with someone & explain this situation? Thanks in advance for any further guidance.

[Arne-TalkTalk]

Hi @FlameWheel64

Thank you for updating your profile. 

Your account is indeed showing as Fibre 65 VOIP which is FTTP.  (future fibre) , if you called us you could get a better price than the out of contract price you are paying at the moment. 

Call  03451720088  and ask to speak to the future fibre team. 

Hope that helps. 

[FlameWheel64]

Hello, thanks for your reply. I've updated my profile, I used the TalkTalk phone number field to input my account number as I couldn't find anywhere else to put it. It would be strange if I were a Future Fibre customer as I cancelled the engineer appointment last year as my property is rented & I never heard anything else about it. Thanks in advance for any help or clarification you can provide.

[Arne-TalkTalk]

Hi @FlameWheel64

Thanks for your post, it does sound like you are already on future fibre.

I can look into this, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

[martswain]

If you have VoIP from TT then you must already have a Future Fibre product !