On full Fibre 150 - Stuck on Data-Only, phone support says must cancel my plan to get Digital Voice

[Cricket01]

Hi Community Managers,

I am writing here because phone support is giving me conflicting and worrying advice.

I have been on a standard Full Fibre 150 package via an Openreach ONT box for 8 weeks approx. Everything with the internet works perfectly. I have a Wi-Fi Hub 3 router which has the physical green VoIP port on the back, but the port is completely silent.

My account was clearly provisioned on a "Data-Only" profile. I want to add Digital Voice to my package with a brand new phone number (I do not want to port an old number).

When I called customer service, the agents repeatedly told me that Digital Voice "cannot be added" to my active line and that I would need to completely cancel my current contract and set up a brand new one. This seems like a system limitation on their end, rather than a physical network issue, and I do not want to risk termination fees or broadband downtime.

Would a Community Manager please escalate this to the FTTP Provisioning / Back-Office Team to manually modify my active fibre circuit, add the Digital Voice product code, and assign a new number?

My community profile contains my correct name and address details

Thank you.

[KeithFrench]

OK sorry @Gliwmaeden2 I missed that 

@Cricket01 you have no choice but to either have a brand-new service or subscribe to the services of companies like Vonage or Phonely etc for a VoIP landline to use over your data only service that you currently have.

[Gliwmaeden2]

If it's an Openreach ONT box, must be Openreach, @KeithFrench ?

[KeithFrench]

Hi @Gliwmaeden2 @Cricket01 

It still very much depends on which company provided the full fibre, as I said in my previous post. 

[Gliwmaeden2]

It's always been the case that digital voice needed to be ordered at the same time as Full Fibre, @Cricket01, and so to add it later you do have to have it set up as a whole new order. It's not an add on.

[KeithFrench]

Hi @Cricket01 

This may not be possible. Who provided your fibre cabling, Openreach or CityFibre? CityFibre no longer support Digital Voice for new or newly upgraded customers.

There are no TalkTalk support staff on this forum anymore.

Please see my signature for TalkTalk contact methods.