TT Digital Voice App

[charlied13]

I have just had the upgrade to full fibre and would like some help with the digital voice app.

Is it still viable, read elsewhere it was being phased out.

If viable how do I get access to it as I need a PIN.

Thanks

[Michelle-TalkTalk]

Morning,

The Digital Voice App is now only available to existing users who have already registered for access to the app. New registrations for new and existing customers are not possible at this time.

Thanks

Michelle

[Gliwmaeden2]

@charlied13, just follow up on here.

Let's hope that other customers don't continue to piggyback on your thread.

I'll escalate this one and move the duplicate topic out of the way.

[Michelle-TalkTalk]

Hello,

Ok, we'll need to raise this as a fault for you. Please can you create your own topic and we can pick this up for you.

Thanks

Michelle

[MrA4d]

Regarding my problem. As said last week ‘your end tried for 3 hours and 1 hour respectively attempting to fix.

ultimately the response was ‘ no longer available’.

at that time I tried all suggestions, including resetting my router, uninstalling the APp, and reinstalling.

on every occasion when I log in I get Authorisation failed. You must enter pin/ password.

i have tried resetting password etc, but still receive the above. However at that stage ( in bold) I get no way of further advancement because it appears to lock , and when I press the ok , I am returned to the log in page. As said I have then tried resetting password, but still receive the ( in bold) response. Going around in circles!

[charlied13]

I have not had the opportunity to use the feature, according to the instructions on your website I will receive an email once my account is updated to fibre, it has been updated no email invite, I have seen the responses about the app not being used anymore or it's only available to new customers. If so why is the app still available in Playstore, why does nothing state only for new customers, none of the instructions available from Talktalk mention any of these and when i was making the decision to have the upgrade done it played a part in my decision. If its available to new customers it should be available to all customers particularly those who have been with the company for years, bearing in mind if I was a new customer I could get 150 fibre and £42.50 back on a cashback site. Why bother about loyalty.

[Michelle-TalkTalk]

Hello again,

I've been advised that if you have already been using this feature then it still should be working. Can I just ask, have you followed all the troubleshooting steps below, under the troubleshooting section?

TalkTalk Digital Voice App - TalkTalk Help & Support

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

Just a quick update to let you know that I've not forgotten your post and I'm just awaiting a response from the Product Owner.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

As far as I am aware this applied to new registrations and was still available to exisiting customers if you had already registered it and been using it. I'll try and find out what is happening and will post back as soon as I know more.

Thanks

Michelle

[MrA4d]

I don’t consider there is any need to start a new thread, I believe that I made my point on my posts. The digital voice app has been withdrawn and existing customers were not told! Which means the previously available app which was useful taking calls when not at home. No longer!

[Chris-TalkTalk]

Hi MrA4d,

Can you please start your own thread and we'll see if we can help

Chris

[MrA4d]

i must have been unclear ...I have been using the App for well over a year! Without any explanation or prior information , I could no longer use this useful addition .

do TT no longer communicate such important information to their users? More importantly it would appear that the online assistance were not aware of such withdrawal, otherwise I wouldn’t have had to spend nearly 4 hours accumulative asking advice and testing all of my equipment and their precious time!

[Karl-TalkTalk]

Hi

The digital voice app has not been available for new registrations for some time now, and the app itself is being withdrawn so will no longer be available.

Thanks  

Karl. 

[MrA4d]

Hi, I am an existing customer, and I am on the hub 3 trials. Following the apparent cessation of this service, but unbeknownst to me, I contacted the help line to report this as an issue via the dedicated contact line.

3 hours later and having done a multitude of tests I was then informed ( for the first time) that support was being withdrawn. As said I have used the service for over a year. This morning I received a text telling me that the issue had been resolved? The text requested a response so when I entered the NO button I was connected to the help line? Another 45 minutes and further tests resulted in the connection being disconnected, despite my refreshing the page?

a further on line connection went through the whole issue yet again! Although I questioned if the App was still supported? Multiple attempts were made to reconnect my existing app, only to be informed that I needed a code to log in? However nothing worked so the service has been withdrawn from me ‘ an existing user’ without any consultation or warning.

[Karl-TalkTalk]

Hi

I'm sorry, but as mentioned, the app itself is only available to existing users of the app, no new registrations can be taken and the app itself is being phased out, so you will not be able to use the app.

Karl.

[ferguson]

Ah, gotcha. So how did you manage previously?

[charlied13]

I don't need it away from home, due to hearing difficulties I cannot answer a landline, my mobile is connected to my hearing device.

[Karl-TalkTalk]

Hi

It does say that this is only available to existing users.  The app itself is being withdrawn in the near future and would then no longer be available to any customer, currently no new signups are being allowed.

Karl.

[ferguson]

Yeah, I have seen that you can connect to their hubs via Bluetooth, but not an app that you can use away from home. 

[charlied13]

EE and BT both have connection to mobile options.

[charlied13]