I currently have full fibre 500 and the phone over a separate copper line as VoIP was not available last time I upgraded. In early January I received a letter saying that the copper line was being discontinued and needs to contact talktalk to arrange a different package. I contacted talktalk and arranged to change to full fibre 500 with digital voice. I was unhappy to find I'd have to wait nearly a month to switch but as there was nothing I could do I excepted and received the new contract and engineers booking date on 9th Jan. Up until the 3 feb received emails about the new contract and had to confirm the open reach appointment etc. even received the digital voice adapter. All good so far, or so I thought. On the install day I had to book the morning off work. I moved all the furniture away from the sockets and connected the DVA as instructed to do so in the instructions. I wasnt sure what the engineer would do as I already had fibre coming into the house. I thought at the very least they would remove the copper line. Dead on 8oclock the engineer came and looked confused. Apparently he was expecting to install another fibre line. I told him that we were having the phone line transfered from copper to VoIP. He said he'd phone talktalk as he didn't need to do anything and all we needed to do was wait for talktalk to "press a button" to activate the VoIP on our fibre line. Having took the morning off work for no apparent reason I decided to contact talktalk because I'd waited a month for engineers visit and loss work for nothing.
Since that morning I've spent around 10hrs in chat being transferred from one department to another trying to find out why the new package has not been activated. Over that period I have been told one thing by one person and another by another. I've been told that the engineer couldn't had been yet because the appointment is for the afternoon? That my contract has not gone through because open reach have cancelled the installation from there end and I'd have to redo the sign-up Process it's so frustrating having to repeat yourself over and over again. Reaching the end of my tether I was looking at swapping to another provider and I got through to someone who seemed to know what they were taking about. They said there was nothing wrong with my order and I'd just have to wait 7-10 days for my landline number to be transferred over to VoIP.she said that the copper line would remain usable until we receive a text/email saying our number has been transferred.
I get home from work today and the phone lines dead. I tried ringing the number and it's engaged. Can't get hold of anyone in chat or helpline. What a joke.
