Upgrading to full fibre - questions

[Weevie]

https://www.ispreview.co.uk/index.php/2021/12/solutions-for-battery-backup-of-fibre-broadband-and-vo... says that by the end of THIS year (2025) - BT are shutting down the copper network, meaning that we will all be on FTTP by this time.

I have a few questions :

Since my contract doesn't expire until November 2026 - I assume that when my connection is upgraded, it will be at the same price as FTTC (£31 inc unlimited calls) - also that TalkTalk will provide a battery back up for my existing telephone connection - I am disabled and need a working home phone 24/7 for communicating with hospitals etc.

Could someone please provide a rough date when this will be completed - since I don't want this to be done at the last minute. The uncertainty will not be good for my health.

[Gliwmaeden2]

@Weevie, don't try and use the Plus app. It's only for a particular type of account and you don't have that, as far as I understand. 

It sounds like Talktalk will be reaching out to you. Hope all goes well.

[Mandisa-TT]

Hi @Weevie I completely understand, looking at the details of the complaint it was created to get someone to communicate with you via email and I do apologize for the journey. What I have done for you and escalated your details to get a specialist to be in contact with you. I have included your communication needs. I have also sent you a private message to update your accessibility needs.

[Weevie]

@Mandisa-TT 

Sorry - no can do - that is the reason that I requested an alternative way of communicating my needs - I am unable to speak - due to a permanent disability !

I was contacted by "Nomfundo" by email (from complaints - for some reason - rather than FULL FIBRE) - And now, she/he won't continue our email chat.

I cannot use LIVE CHAT either, I feel too pressurised to answer and get confused.

She/He assumed, incorrectly - that I have medical equipment connected to the phone line and thus cannot get a full fibre upgrade !!

incidentally - when I do try the link that you gave me (https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529)

It doesn't work......when i try downloading the "Plus App"...... I hope that I am not making a mistake in sticking with talktalk after 23 years ?

[Mandisa-TT]

I'm sorry to hear that @Weevie to get the help that you need regarding prices for upgrading you need to contact our Full Fibre Team and they will be able to assist you further with your queries, 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

[Weevie]

OK Update - I am having a chat via Email with a TT rep from COMPLAINTS but it looks as if I am not going to get what I need

She is not exactly technically proficient - keeping on about how I will not be able to run my medical equipment on an IP phone line

But I don't have any medical equipment !!

All that I want is a PRICE !

[ferguson]

OK, it's entirely up to you, of course. 

[Weevie]

Thanks - I won't bother

I will wait until TT ask me to upgrade  to FTTP from FTTC

[ferguson]

@Weevie 

You haven't been asked to call about an upgrade though, have you? I think you are making it out to be more difficult then it is to be honest. Persevere with the live chat route, it will be no different for you than anybody else, once you get through to an agent there is no reason why you should not be able to sort out an upgrade, you can discuss all the options you require. 

[Gliwmaeden2]

@Weevie, another option you might consider would be to appoint a nominated user to help you each time you need to contact Talktalk. 

As things become more automated, you will encounter issues more and more.

Information about setting up someone to help:

https://community.talktalk.co.uk/t5/Articles/Nominated-user/ta-p/2205256

[Weevie]

@KeithFrench

Using Edge gave me access

It appears that I need to  call them re the connection of vital equipment !!

This is way too hard

Let’s discuss your options

As at least one of the statements apply to you, please contact us and we’ll be able to talk you through any options available to you.

 Call 0345 172 0088

[ferguson]

The request for a mobile number is unlikely to be for calls, it is so you can receive text updates about installation dates, engineering visits etc. Honestly, I have renewed a number of times and latterly upgraded via live chat just fine without ever having had anyone call me. Co-operate with the bot and then when you do get through to a human you can explain things to them!  🙂

[Gliwmaeden2]

Could you register a mobile number in My Account, @Weevie?

They don't use it to call you, it's just an ID check, like which billing address do you use etc. 

That would get you past this hurdle. 

[Weevie]

@ferguson 

I have heard back from 'HereToHelp@talktalkplc.com' – with advise to use LIVE CHAT

I remember now why I was unable to use live chat – the bot was convinced that I should give them my mobile number which I knew would be meaningless to it – because I am not registered by mobile number.

I kept on trying to raise a human – by saying “Human Being Please” which appeared to annoy the bot because it ignored me – and kept on asking for my phone number !

So, again – I run into accessibility problems with no way forwards..

[ferguson]

It's working for me @Weevie, try the usual clear cookies/cache, a different browser etc.

[KeithFrench]

Hi @Weevie 

It is not my webpage, I do not work for TalkTalk, I am just another customer.

[Weevie]

Update :

Your webpage https://www.talktalk.co.uk/check-availability is broken

I can no longer even check the availability of full fibre at my location

I put my address in and tick the "I have lived here for more than 30 days" and the swirly thing appears - swirls then dies - leaving nothing.......

[KeithFrench]

HI @Weevie 

I was only saying about what happened when I upgraded. I have no influence over TalkTalk equipment.

[Weevie]

it is - thanks - i will give it a go.............

[ferguson]

@Weevie 

I posted an email address, I thought that's what you wanted? 

[Weevie]

@fergusonIn the past - when I have used live chat - the staff try to phone me straight away afterwards - I DO NOT appreciate that