Change to digital voice - a bit of a disaster

[mikeyar]

Hi Team

you may have seen my comment added to Arrowone's topic so I'll try and be brief. Following TT's letter back in December 2024 about options to change from copper landline, I ordered "digital voice" to be added to my existing Fibre 150. After 2 months of several phone calls chasing the self-install kit (Wifi Hub 2) it finally turned up 6 days after the copper was cut on the 11th March. Did the install and data was fine but the Hub dashboard said "Digital Voice not enabled" and "No phone number allocated"

A formal complaint hasn't resulted in any action so far so I was hoping a member of the team could have a look behind the scenes and comment on why the delay and when the problem will be resolved?  Any help would be much appreciated.

Regards

Mike

[mikeyar]

Hi Karl,

YIPPEE!! -thank you so very much for liasing with networks as they now must have finally thrown the "right switch" and all is functioning again. As always the community staff always deliver the service if it is within their power. Pass on my thanks also to the network team member involved in making good the "digital landline."

So, once again 5 stars to you and the team for the invaluable heip - sanity restored!

Best wishes

Mike

[Karl-TalkTalk]

Hi @mikeyar 

Our network teams have reprovisioned the service at the switch, and advise you now need to power off the ONT for 30 minutes to start a new session.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

I'm showing Voip is active, but an error here shows there is a missing component in one of the databases.  I've passed this to Networks asking they take a look for me.

Thanks  

Karl. 

[mikeyar]

Hi all - sorry to report the fiasco continues and my sanity is stretched ,therefore I'm looking for some help. After a week of backwards and forwards email with the CRM I still have no Digital landline amounting to 17 days without service. Full fibre 150 data fine but no voice.

Then yesterday I received a text "your phone has been restored" and "we are giving you £10 etc etc. 

However, the phone still doesn't work and worse ,the new Hub 5464 now flashes orange every 30 seconds but corrects within 3secs and data doesn't seem to disconnect. Obviously someone has tried to remotely enable the digital voice but it hasn't worked. Is a third party such as our friends at OR involved?. Anyway ,the 5464  still says "Digital Voice not enabled "  but at least it now recognises the right telephone number after saying "no number allocated" for the previous 5 days. BUT dialling my number with a mobile still results in "the number you have dialled is not recognised"

Please, please can anyone run any tests to try and resolve what is possibly still a set-up problem. I can't believe the brand new 5464 has a problem as a reset went without a hitch although it still does the repeated flashing but data still fine.  Unfortunately, I'm away from home all day but any help would be appreciated.  

Regards

Mike

[Debbie-TalkTalk]

Thanks Mike, please let us know how you get on.

Debbie

[mikeyar]

Hi Chris

Many thanks for responding - not your fault that you can't look into the murky crystal ball that is the "technical dept" My many calls to the dedicated "customer voice services department" has not, as yet, resulted in a truthful answer. If "technical" has a major problem they should at least come clean - in an information vacuum the customer will always fear the worst.

Anyway, thanks again and if they finally sort it in the next 7 days I'll be sure to update you hear. To other readers considering initiating an order to move to digital voice I recommend hanging fire for a month.

Keep up the good work  and best wishes

Mike

[Chris-TalkTalk]

Hi Mike,

I'm sorry about  this but I'm afraid you'll need to contact customer service, they can put you through to a dedicated team that will be able to help with this. Unfortunately I don't appear to have access to the required systems

Chris