email saying full fibre being installed on 15th January but I do not want it

[GBy1231]

I am not sure if I am on the right message board, but Cityfix bothering me once again. (had same issue last year)  Received email saying urgent confirmation - they are installing Full fibre on the 15th January.   Firstly - I have a contract for fibre 35 with phone that runs until November 2026.   I am happy with this contract - I have an acceptable speed of 37 plus phone.  My set up suits me (router upstairs connected to PC with ethernet cable and WIFI works elsewhere in house).   Full fibre will entail putting router downstairs in hall, with unsightly box and wires on wall somewhere and requiring two electric sockets (no suitable place).  It will cause me immense disruption and I am not in a position to deal with it currently anyway.     

Please will you confirm that I can keep my fibre 35 package and phone as it is at least until November.   I know there is an issue with BT phone lines being switched off but I was assured that TalkTalk had their own system and all would be well!   (I know that FFTP uses digital phones plugged into back of router to receive digital voice).   When I am forced to change, I assume I would get a new router because my current one does not have a phone socket on back to adapt to digital voice).

So - please let me know - can I just leave things as they are and do I just cancel Cityfibre.    I really object to just being told these things will happen without any prior warning or agreement.

[Thabile-TT]

@GBy1231 I understand your concerns about this change please refer to the following article regarding installation: How Full Fibre is installed 

For more information please kindly refer back to the full fiber team -  03451720074  

Opening Hours: 

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

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

[GBy1231]

Things have moved on now but I am very concerned I am doing the right thing.    I talked to the TalkTalk team  03451720113 (on their original email, saying installing fibre 150).  I was concerned about the whole thing , particularly the necessity for keeping my phone.  However, I confirmed that I will have digital voice (no mention of extra cost, which I had been told would be £2 per month).  The whole point of full fibre is to have better speeds up to 150mps) which gives better gaming and busy household use etc.).    After talking to your team I agreed to change the installation date to the end of June (as far off as possible) and I now keep getting asked to confirm I want to go ahead.

Although I am happy with the fibre 35 package and phone I am on now, I know I have to change at some point.   I have 37mps which is perfectly adequate for word processing, web browsing and email use.  One, user (me), but with two PCs and a tablet.  My main PC is connected to router (upstairs) by ethernet cable so is a secure and steady connection.  Other equipment uses WIFI with 34pms everywhere.   

The biggest problem (concern) is the phone which I must and want to have (do not have a smart phone, just basic mobile).  I keep asking (and have various ambiguous answers), how long my house phone will work.  Please can you tell me when BT are switching off copper in my area  (B90).  

I am pretty sure the modem box will not look pretty ugly in my hall where it will have to go.  Where can I find pictures and dimensions  of the actual equipment that will installed in my house, how many electric sockets I need - some info says 2 plus 2 for phone - (I have one wall socket so will have to use an extension cable, which some say is unsuitable).    I also want to know what type of router I will  be supplied with how strong the WIFI signal is likely to be etc. 

If anyone can help with this, or point me in the direction of who can, I would be very grateful.

the whole thing is causing me a great deal of inconvenience and stress!

[Thabile-TT]

Hi there @Gliwmaeden2 thank you for support.

[Gliwmaeden2]

@GBy1231, the whole point about these offers is that it suits the company to do it soon, so upgrades are done as a courtesy. 

You'd have to specifiy that you definitely want the use of the landline number. That's what is kept when they put the service onto VOIP.

You'd hang onto your current price till the end of the minimum term regardless and then have to negotiate your renewal in the usual way.

For the lower end of the full fibre range, it's sometimes cheaper than FTTC anyway, and both are usually cheaper than ordinary ADSL, because they are priced according to what Talktalk wants to promote.

So not changing with the times can land us up paying a lot more for the old products that are not as efficient for them to run.

[amahle-TT]

We do apologize for any inconvenience caused by this, kindly call in for further assistance.

[GBy1231]

I am even  more confused now with the comment "placing 90 day cease with BT".     I have had no communication from anyone, or any definitely nothing to say how to opt out of upgrade (or what happens if I do).   I will try and contact full fibre team as suggested, but lack of communication/information/suggestions from TalkTalk is a worry.    Honestly, I thought TalkTalk had their own phone system that is sort of separate from BT.    I know that BT told TalkTalk to stop selling new  phone packages a while ago though.  

Perhaps TalkTalk will start sending out emails or something about this at some point - preferably before the emails with appointments to install full fibre are sent.

Incidentally, the email also said we could keep our phone number and remain on the same price until the end of our contract.   Again, no information on this has been given.   Would I effectively be changing my contract and no doubt increase the price at some point?

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 

[Gliwmaeden2]

@GBy1231, you are best to keep pushing it back if there's no option to cancel completely. 

They are no longer offering "copper leave behind" in the way they used to, where full fibre was installed - where VOIP was not available the copper landline was kept included in the price.

But since earlier this year, they sent out emails offering customers the option to pay £12 monthly [that's before any calls have been made] just to maintain the option.

So options are reducing.

[mandisa1-TT]

Hi there @GBy1231 I have checked your account and I cannot see the full fibre order or notes advising of the migration to full fibre. The communication you received should advise on steps to follow if you wish to opt out of the upgrade to full fibre, and stay on the package you are currently on. 

I cannot locate the order on my end, however I can see on notes on the account dated 29/12/2025 stating "placing 90 days cease with BT, I would advise please contact the full fibre team, as the order should appear on their end. You can contact full fibre on 03451720074 VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed
 

[GBy1231]

Thank you for replying - I have been a bit busy to reply myself.   I understand I can cancel Cityfibre (not sure how though)   What I need to know is can I continue with my fibre 35 and phone as now at least until the end of my contract with you (November).     I do not want to change anything until I am forced to -    Is TalkTalk continuing with fibre 35 (I know my router HG633 is old)  with phone - the telephone is my concern - will it work as it is i.e. I have FTC but assume phone is using a copper wire?     As far as I can see  TalkTalk are still  offering Fibre 35 and phone packages so I see no reason to change at the moment.

So - please confirm - can I continue with my current package and still have my landline phone  working as it is.

Please also confirm - how to cancel Cityfibre - there only appears to be a way to reschedule which I do not want to do.

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 

[Gliwmaeden2]

You have a definite right to cancel the appointment because they simply can't come when it's not convenient for you, @GBy1231.

You will be sent the appropriate router at the time but would need to specify that you specifically do want VOIP - it's not automatic and usually comes with an extra £2 monthly before any calls are made. A bit like they used to charge separately for the landline.