Upgrading to Full Fibre

[Isendel]

Area has had full fibre installed - but not by Openreach.

I have checked that I can upgrade to FF with TalkTalk - BUT I need to cancel my contract and start a new one. This means that my email addresses will die, because it will be a new contract and not a migration. (I currently have BB and phone + TTTV  - not worried about carrying phone over).

I don't understand why moving between backbone providers would cause this issue - please can someone explain ?

[mandisa1-TT]

Thank you for updating us, they have provided you with a resolution.

[Isendel]

OK - so the solution that Loyalty have arrived at is to do a 'Home Move' to the same location, and we will be discussing that tomorrow.

[siphosethu-TT]

That's wonderful, I hope you get all the clarity you need.

[Isendel]

Have spoken with Customer Loyalty - and am awaiting a call back to discuss migration.

(Thank you JoAnne)

[siphosethu-TT]

Thanks for the help @Gliwmaeden2, I appreciate you.

[Gliwmaeden2]

Installing with another ISP has simply no relevance for the situation you have with Talktalk, @Isendel.

Cityfibre and Talktalk need to agree their own contract first. Setting it up for new customers (straight onto City Fibre with a new account) also is a separate arrangement from setting it up for current customers etc (changing from Talktalk's Openreach agreement to one with City Fibre; updating accounts etc). The wheels have to keep turning a while longer.

[siphosethu-TT]

Try that and see what information you might get, they will be more informed on this.

[Isendel]

Rang that and got to customer care - who provided the below information....

I will try again and will ask for the better value department

[siphosethu-TT]

I cannot confirm @Isendel, please call in and perhaps you might get more information on that. I have provided a number you can call below to get in touch with our better value department. 

03451720088

Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

[Isendel]

Do we have a view on when City Fibre will be added to the tools to allow that ? Give it  a couple of more weeks isn't a good solution as that has been given since November. 

Given that they are already installing (next door for another provider) surely the databases must be updated.

[mandisa1-TT]

My apologies on that @Isendel, once it is available on your account, our Better value team will be able to assist you with the upgrade.

[Isendel]

Provider won't be OR as they haven't cabled out 

Billx

Philosopher

In response to siphosethu-TT

‎17-02-2026 03:32 PM - edited ‎17-02-2026 03:33 PM

Message 10 of 21

Hi, @siphosethu-TT 

Your last answer to @Isendel doesn't make any sense.

@Isendel wants to upgrade from TalkTalk Fibre(FTTC) to TalkTalk Full Fibre(FTTP)

Now it seems that TalkTalk Full Fibre(FTTP) comes via Cityfibre in the OP's area.

So, according to @Gliwmaeden2 , this will not affect anythng, regarding the OP keeping his current email address,

as long as the OP (or yourself), makes sure that his email address is associated with his current TalkTalk Fibre(FTTC) package.

[mandisa1-TT]

Even when Openreach or Cityfibre complete the physical work in your area and mark the property as “fibre ready,” there is still a separate data update that needs to be passed to all service providers. Unfortunately, this part isn’t immediate, and until that data fully populates in our ordering systems, we’re unable to place a full fibre upgrade order — even if the engineering work looks complete on the ground. Please bear with us, once Openreach or City fibre has updated and Full fibre is available in your area, our better value team will be able to assist you with upgrading your package.

[Isendel]

Spoke to Customer support - system isn't updated - give it a few more weeks (roflmao it's been available since July 2025). So they can't offer an upgrade.

[siphosethu-TT]

Hi there @Isendel, please contact our Better Value Department/Loyalty so they can check all the available offers for you. 

03451720088

Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

[Isendel]

Thanks - it is available - just not on my account (I can order it as a new customer)

[nambuso-TT]

Hi there @Isendel. Thank you very much for letting us know. Please do keep checking to see when Full Fibre will be available in your area. Thanks

[Isendel]

Apologies - I've been away for a few days. So around 16/7/25 I did contact via chat - and was told that FF was still not available on my account (I was on rolling contract at that time) - ended up signing up for Fibre 65 as an interim.

On giving it a couple of months - I then went back again and was advised to only way to progress a FF install was to cancel my account and start a new one (hence removing of e-mail accounts). What I couldn't understand was the reasoning that I couldn't keep my existing e-mail accounts and move to a new product (it's still not available on my account - possibly because I have landline on the account) as the backbone provider was different.

So I'm now on Fibre65 until 2027 or until Openreach turn off the copper.

[mandisa1-TT]

Noted @Billx 

[Billx]

Well, the OP is a current TalkTalk Fibre(FTTC) customer, and wants to upgrade to TalkTalk Full Fibre(FTTP)

I don't know whether he is coming towards the end of his current contract