Copper Landline £12 Monthly Charge

[stephengward]

Hi - I originally called TalkTalk to cancel my landline and switch to full fibre only as I didn't want to pay the £12 extra charge - I didn't realise there was an option to keep my landline number with digital voice 🤦

Anyway, I called back and the chap I spoke with changed my request so that I receive the digital voice option - would somebody be able to confirm this went through ok?

Also, the advisor I spoke with mentioned an engineer would visit and physically remove the copper cable and provide me with a voice adapter for my router? Apologies if I've overlooked it, but is there a section on here explaining fully how that works. 

Thanks in advance!

[Gliwmaeden2]

@stephengward, there won't be any staff on here before Monday. 

Quicker to use Chat, or phone 03451 720088 on Saturday:

[stephengward]

I just received this msg from Opeanreach, is it a scam or related to my VoIP issue? I've not requested this - I replied with CHANGE and then asked what the work related to? would TalkTalk have initiated this without first telling me?

 

[stephengward]

Well, I really wish I had seen this thread 2 months ago - specifically attached comment. Apparently, I can't get VoIP via a City Fibre line on an existing plan - who knew, I certainly didn't and no one I spoke with at TalkTalk did either until I escalated this issue to complaint level....🤦

 

[Arne-TalkTalk]

Ok , as there is a complaint, Ill leave this to them. 

[stephengward]

Nope, the line is dead - it's happened within the past few days. I've raised a complaint😔

[Arne-TalkTalk]

hi stephengward 

Sorry that you are having problems.  

Is there no dial tone on the phone? 

[Garytalk]

They deactivated my landline also but it is now back up and working after about a week and half.  It turned out that there was a Barr on my phone which I didn't do.  They then lifted the Barr and now it's working.  I'm just wondering if this has all be caused because of the migrating over to VOIP.  Like you, I'm still waiting for the switch over.  I think there is a delay with this happening, but I thought they could've at least kept us in the know as to when it's likely to happen.  Just check with them though as your landline may have a barr on it too. Hope this helps.

[stephengward]

So, March 23rd and, despite assurances from TalkTalk to the contrary, my Landline (sometime in the past week) has now been deactivated and still no sign of the replacement router and / or the digital voice adapter I could use in conjunction with it - fuming! 

[Arne-TalkTalk]

Email us

You can complain by email by contacting us at HereToHelp@talktalkplc.com. Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue. 
In your email, please include the following information as it will help us investigate your complaint more effectively:
(i) your name;
(ii) the date the problem occurred;
(iii) your TalkTalk home telephone number;
(iv) the names of any customer service advisors or managers you may have dealt with;
(v) a description of your complaint; and
(vi) any one of the following:
   (A) the 3rd and 6th characters of your TalkTalk account password;
   (B) the answer to your personal security question;
   (C) first line of address and postcode on the account; or
   (D) your TalkTalk account number.

Hope that helps. 

[stephengward]

How did you raise a complaint? I thought I had also raised a complaint, but the help@talktalk email replied telling me to go to https://community.talktalk.co.uk/t5/FullFibre/bd-p/FutureFibre?lp_offsite=%7B%22accountId%22:%224595.... - I can't readily see how I can put in a complaint via that link 🤦

[Garytalk]

I'm going through the exactly same thing. No communication whatsoever from them.  Also spent three and half hours getting shifted from department to another with no result from it all. 

I feel they have not properly organised this migration for us all in the correct way - a sheer mess it is! Good luck with yours , if it happens. 

[stephengward]

Wel, I called last Friday, the 14th - apparently the adapter I was told would be sent to me doesn't exist and that I'm supposed to be getting a new router... I'm not feeling very confident that a) it'll arrive and b) I won't be able to keep my existing number. 

Why can't this process be done online with full confirmation of exactly what's ordered sent within minutes of the order? 

[gaoler999]

I have had a similar torrid time trying to sort this, I responded to the letter sent, it took 5 different "advisors" to finally get the matter sorted, or so I thought. 

One of the first said I would be sent an adaptor to use in my router, another then said VOIP will not be in service in my area, no one could answer what would happen to the copper line with regard to removal either.  This does not instil confidence.

I had no choice but to raise a complaint, this was sort of answered and again I was told no VOIP available but the change over would be to a fibre only package, I have had no confirmation of what service I will actually be moved to. 

A day or two later I then get an email version of the letter but with a selection service option, which I did, again no response.

I have been out of contract now for 2 years so was contemplating a change, this may prompt me. 

My friend has had a similar change over by BT, no choice just happened, however they do not seem to charge for VOIP calls unlike TalkTalk.

[Arne-TalkTalk]

The full fibre team have different systems so they will be able to confirm. 

[stephengward]

Hi - the order was made on Monday the 10th February, is it definitely not there?!😮

[Arne-TalkTalk]

Hi stephengward

When did you make the order? 

I cant see any new orders on your account. 

You may need to call and speak to the full fibre team (03451720088 )

Regards