Digital Voice and Home phone not working

[cruiseblogger]

I dont know if its a co-incidence but our landline has stopped working today.  Broadband internet is fine.  Just the landline is completely dead.

In the meantime we have been waiting for the digital voice switchover.  I have been constantly chasing progress for the past year as I know there have been delays.  Anyway about 6 or 7 weeks ago we kept getting letters and text messages asking us to plug the phone line into the green port on the new WIFI Router hub,  We tried contacting talk talk prior to xmas to say we dont have a NEW wifi hub.  Its the same one we had four years ago.  I couldnt get them to understand and all they kept saying is would we like a new contract so I gave up.

Now we get weekly text messages reminding us to plug the line into a new box we dont have, I have just spent half a wasted hour on the web chat to no avail.

I dont know how to get this resolved, the person on the chat is ignoring what I am saying about not having a new WIFI hub and just testing the phone.  I know that youhave protocol procedures to follow but this is painful.

I just wand a simple answer and explanation and a new WIFI hub if we are due one so we can get this sorted.  

[cruiseblogger]

The router is a black one at least four years old.  on the back it has one red port and 4 yellow ports, certainly no green one.  Prior to xmas I did call the number on the letter from digital voice, I couldnt make he person understand that we hadnt recieved the 'new ' equipment and he just kept trying to sell me a new contract, so I gave up

I tried chat last night and asked to be put through to the digital voice team but after 40 painful minutes of going round in circles because , the person wanted to 'test this and test that instead of listening to what I was saying, hence I got nowhere and I couldnt get through to the right team.

the original letter we had stated simply when we have a date for your switchover we will be in touch, the in December we had a letter saying things are now progressing. No change to contract  or phone number and no increase on billing(ours is currently fibre 65)

Then it says we previously sent you a wifi hub router but you can see we havent connected it.  I cant connect it because we havnt had it and what should take me a simple 5 min call to say we havnt had it turns into hours of pointless chat and yes I have tried calling the number on the letters too to then find out I have got through to the wrong 'team'

[Philile-TT]

@cruiseblogger please advise of you had attempted to contact full fibre. 

[Philile-TT]

@Gliwmaeden2 thank you for the support. 

[Gliwmaeden2]

Check back after 7am, @cruiseblogger, and before 5pm for forum staff replies, but for anything connected with a Full Fibre contract you will need to speak to the specialised team on 03451 720074 or through Chat.

Which router do you currently have? The hub2 or hub3 will be described as such in the labelling - my hub2 has a Digital Voice "use when instructed" label where a phone will go. It's not the latest model, therefore.

Helpful if you can name the make and model [the Hub2 and Hub3 are Sagemcom].

[cruiseblogger]

What is confusing us is when we dial the landline from our mobile, we get a sorry cant take your call message, which is not the message we have on our handsets.  when we pick it up to dial out there is no dial tone.

I dont know if this is two seperate issues or the fact that we cant get anywhere with sorting digital voice switchover out