VoIP with CityFibre FTTP

[Pedant]

I was upgraded to Fibre65 data only using CityFibre in July 2022. I kept my copper which provides my landline phone connection. I wasn't offered VoIP because it wasn't being offered for CityFibre connections. My understanding was that VoIP would become available at some stage. I've just read that parts of the copper network are being retired when difficult faults occur on them. This makes me question what will happen to my landline service and number if such a fault should happen locally?

Anyway is there any timescale for TalkTalk offering VoIP to replace the copper connection for CityFibre FTTP customers? If not when will there be a plan for this plan?

[Arne-TalkTalk]

Sadly there is no change, Sorry.

[Pedant]

Earlier in this thread Arne said: 'Your contract expires June 2024, im sure by that time the process will be in place to be able to add VOIP, currently it would require a full cease and a new order placed, which would result in some downtime.'

June 24 has now passed has anything changed?

[Arne-TalkTalk]

Tunezy 

I dont have anything to add to my previous response,  in a nutshell if your Full fibre service is already live via City Fibre you cannot add Voip, if this changes we will let customers know.  if you have FTTC and are upgrading to Full fibre via City Fibre as part of a new order VOIP is available. 

[ferguson]

I think you have had answers numerous times, both here and elsewhere on the community. If you want to question this further then please start your own topic. 

[Tunezy]

@Arne-TalkTalk @Debbie-TalkTalk @Michelle-TalkTalk 

Is anyone able to respond to the questions I raised and provide some much needed clarity, thanks!

There's more and more users on the forum with questions about migrations, digital voice and FTTP, and the lack of up-to-date info on digital voice etc only adds to confusion for them. 

[Gliwmaeden2]

@Tunezy, you won't see any advertising for City Fibre with copper left behind because it is not what is being sold on an industrial level.

It is only available on a case by case basis where essential for the particular customer's specific needs.

Anything like this needs to be discussed on an individual basis via Chat / phone support. 

[Tunezy]

@ferguson that is what @Arne-TalkTalk said, and why it's important for customers to have clear answers to this.

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@Arne-TalkTalk wrote:

So the issue is , If you are on a City fibre connection its not possible to ADD Voip.   If you order a NEW service with VOIP included its available. 
[...]

by that time the process will be in place to be able to add VOIP, currently it would require a full cease and a new order placed, which would result in some downtime. 

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It is important for existing (and new) customers who have landlines to have clear answers to this:

a) If an existing TT customer is served by CF, and is out of contract, looking to renew, can they add a landline, or does it require a full cease and new order?

b) When did VoIP become available from TT to customers served by City Fibre? Historically TT has said it was not available (meaning there will be people like @Pedant with copper + City Fibre FTTP).

@Pedant did you take out a new 24 month contract with TalkTalk in July 2022? I cant see any advertised TalkTalk plans offering full fibre plus a copper based landline. Would be keen to know what your package was called - it should be on the contract docs you were sent by email at the time.

[ferguson]

That's not what he said.

[Tunezy]

@Arne-TalkTalk - you mentioned that Talk Talk customers already on CF can't add VoIP, but that a VoIP service can be included with a new CF connection.

To clarify, are you saying that VoIP is not available to any existing Talk Talk customer on CF connection, even in circumstances where the customer is out of contract and looking to renew? Or do you mean it is available if they want it, but would require downtime for a cease and re-order?

When did VoIP become available from TT on CF? Has it been rolled out across the UK or limited to certain areas?

Who at TT is best placed to provide accurate up-to-date info (critical if you have a health alarm) about CF VoIP, as sales and retention teams often provide conflicting information?

[Arne-TalkTalk]

Sorry should have read 2024.

[Pedant]

Arne,

June 2023 is in the past, or perhaps it's a typo?

[Arne-TalkTalk]

Hi Pedant

Your contract expires  June 2023, im sure by that time the process will be in place to be able to add VOIP, currently it would require a full cease and a new order placed, which would result in some downtime. 

[Pedant]

Arne, Thanks again for clarifying things.

Does this mean that when my current contract expires I will be able to include the switch from copper to VoIP as part of the new contract I negotiate?

Also are you able to tell me when my current contract expires - I know I should be able to find this in my account but, previous experience has been that it's hard to find.

[Arne-TalkTalk]

So the issue is , If you are on a City fibre connection its not possible to ADD Voip.   If you order a NEW service with VOIP included its available. 

[rgbrown1]

Hmmm.... I just had Cityfibre put in FTTP, as in 8 days ago, 20/9/23, and have a landline connection through the router.  Is this not VoIP, or is VoIP when you have phone only? Don’t understand why TalkTalk say it’s not available with Cityfibre.

[Pedant]

Thanks Arne.
Is there any way that I can be told when the situation changes?

[Arne-TalkTalk]

Hi Pedant.

Voip is still not available on city fibre, until it is (there is no timescale at this time)  the copper network will continue on,  I've  never seen or heard of heard of a fault that is not fixable causing the line to be retired, but Openreach plan to stop  the copper network around 2025 I'm sure Voip will be available by then. 

Regards