digital voice keep number

[beachmat]

I've had a broadband and landline package with TT for a while, and I rang TT a couple of days ago to tell them I will shortly be moving house. I was told it was a full fibre area so the Fibre 65 package I ordered will not include a landline. However I've just seen details  about Digital voice. Will the package I ordered include that facility, and can I keep my existing number? The guy I spoke to didn't mention it (although he might have done - the line was so bad I could barely get a word of what he was saying).

Thanks

[Gliwmaeden2]

@jodonut, the OP has already replied, stating that they are moving OUT of the area. They will be starting again with phone numbers etc and haven't yet had Full Fibre set up in the new property.

They will not have been sent the Sagemcom Hub 2 yet, so won't have that option on the current router. Most packages come with an Eero as the default router which will involve entirely different procedures for phone set up. 

[jodonut]

Try plugging your phone cable (normally in a jack 1a fitted by BT) into the back of the TT Black Hub router. 

There is a covered over slot on the router for it. Peel that off and plug it in. If you do use VOIP the calls will still be charged for by TT, on the 'normal' terms. Your copper cable line will normally be inactive once the fibre goes live... but you can take out a phone contract with another provider - for yet more cost.

You may have to contact the original phone provider to keep your number. With BT, it was easily managed, as long as you stayed in the area code region. Normally same town / city...

Good hunting!

[Arne-TalkTalk]

Digital voice is VoIP , when you made the order did you specifically ask for VIOP?  

[beachmat]

I half heard an ad on the radio this morning from BT which was talking about Digital Voice. From what I could gather, it is indeed VOIP, and its their way of getting people with landlines onto VOIP with the least hassle. In which case I guess TT telling me I need a landline makes sense, in that it is a replacement for that service. It would still be nice for people without landlines to have it as an option though.

[beachmat]

No, not moving in the same area. And I was told I can't have a landline at my new address.

So are you saying Digital Voice is VOIP? I've been told several times by customer service that you need a landline for it, which as I say, doesn't make sense if it is.

[Arne-TalkTalk]

HI @beachmat 

Are you moving in the same area?  if that's the case you should be able to keep the number, the best option would be to order a standard  FTTC homemove then upgrade to FTTP with VOIP

[ferguson]

@beachmat I agree with your final comment. I have asked the support team to clarify. 

[beachmat]

Spoke to CS again, and the same problem - they don't know anything about it, and have to go and ask their manager. But following that, they did say again I would need a landline. And looking at the page about it again, maybe that makes sense. It looks like rather than being a pure VOIP facility, it's converting landline calls to digital, or at least, it's allows you to use your existing landline number for internet calls. So it's intended for people on full fibre who also have an existing landline, whereas I'm now not able to get one. That's my understanding anyway. The information could be clearer.

[beachmat]

I've tried calling customer services again and was eventually told that yes it should be available, but since I have already recontracted, I need to speak to another dept, and the line hung up after about 20 minutes waiting.

To be honest, I'm getting the impression that TT CS staff aren't really familiar with Digital Voice. As soon as I mention it, I get put on hold.

[Gliwmaeden2]

It's complicated by the fact of moving house, @beachmat.

There's normally a moving house fee of £60, but if you take out a new contract as part of the move, it is waived..... but not then the same contract as you will have entered a new 18/24 month period. 

So, as it has to be a new contract, you are not upgrading the current service.

A bit complicated. Hold horses till staff can check this level of detail after the weekend. 

[beachmat]

I've just called the full fibre department and was told I can't have Digital Voice because my new address won't have a copper landline. Doesn't make sense to me at all. The TT info doesn't mention that either, and just says "Digital Voice is available to existing customers who upgrade their connection to Full Fibre", which is exactly what I am doing.

[ferguson]

@beachmat 

Bear in mind that if you are moving home then you should mention this to avoid any penalty fees if still in contract. 

[Gliwmaeden2]

Always 03451 720088 - closes 6pm today and not open Sundays, @beachmat.

[beachmat]

Thanks. You don't know the right number to call, do you, to save me going round the houses?

[Gliwmaeden2]

It must be ordered at the same time as the Full Fibre service is ordered, @beachmat.

So you need to check whether it is available and possibly cancel, then reorder with it, if it can be done.

Staff on the forum can't do orders for customers, so double check this time, hopefully on a better line.

[ferguson]

TalkTalk do offer digital voice with certain Full Fibre packages, so that is something you need to pursue with them. Keeping a number when moving home is not generally possible.