End of the copper line fiasco....

[gaoler999]

Has anyone actually had any response to the letter or email sent weeks ago about the additional £12 charge to retain a copper line.  I certainly am not paying it and despite webchat, responding to the letter and then clicking the link on the email about going over to a digital voice package I have heard absolutely nothing.   Will be a sense of humour failure if I see the additional charge on my bill.

[kanya-TT]

We will have to escalate this because it seems we have a lot customers who haven't received comms(emails) on whether their are now through to VoIP. I think by this way we will have a proper update and we will share it with everyone affected:)

[Gliwmaeden2]

@kanya-TT, @pedmonston has their own thread in the queue for attention. 

It can get confusing to follow up when it is not the original poster and on this thread other posters will get notifications of replies which can cause irritation if it's not relevant to their own case.

[pedmonston]

Yes, same issue. Told to wait 10 days but heard nothing. All I want is an update or at least an acknowledgement that I am in a queue for the switch

[pedmonston]

0345 172 0034 I spoke to them a month ago, told to wait for an email or other contact, but nothing

[kanya-TT]

Have you tried their chat team?

[pedmonston]

I did that, told 10 days 2 months ago and no update. What is the update? Very poor that we have to navigate community chat to get no snswer!

[kanya-TT]

Hey ,pedmonston. What umber have you used to call?

[pedmonston]

Not a word, radio silence. When you call or chat they say 10 days but just WAIT. The least they could do would be send a holding message if there are delays. Poor communication 

[kanya-TT]

Hey there,  gaoler999. Please guys Try calling the team responsible for this migration from your cooper line to Fullfibre on this number 0345 172 0034. Please contact them and you will revive further updates. 
 

[pedmonston]

Just found this, not that it excuses the lack of contact from TT...

"simonb   Content Team

You may see stories in the national press or on the internet about the switch off of traditional (analogue) copper phone services. This is because from 5th September 2023 telecom companies such as BT, EE, PlusNet will stop selling the traditional analogue phone services they get from Openreach. This means that their customers will need to move onto a digital voice service by December 2025, or their current phone service will stop working.

Good news for TalkTalk customers! this is not the case as we use our own solution and equipment. You will not be immediately impacted; you will continue to be able to order traditional phone services and you will be able to continue to use your current copper (analogue) voice service beyond December 2025."

[pedmonston]

same experience, radio silence. I have just complained by email

[Karl-TalkTalk]

Hi

Glad to hear you will not be paying the additional charge.

Regards,

Karl. 

[gaoler999]

Well out the blue came a text message yesterday to confirm I will not be paying the additional charge but VOIP is not available in my area yet and they will change over when it is....

[ferguson]

If you are out of contract then you may well be paying over the odds. Of course you should shop around, but do get in touch with the customer loyalty team at TalkTalk, they may well offer you a competitive new deal. You can call them directly on 0345 172 5157, lines are open between 9:00am and 7:00pm weekdays and until 6:00pm on Saturdays. 

[gaoler999]

Hi ferguson, I had drawn the same conclusion, however as my contract is with TT I would have expected some kind of acknowledgement that the selected option had been received, could even have been automated but the not knowing is the real issue.  Its all a bit immaterial really as I think we are going to be moving supplier in the not too distant future, being out of contract for so long now makes this simple and there is no incentive to remain these days.

[ferguson]

I understand that there has been an overwhelming response to this missive and Openreach are struggling to keep up with demand. If you have decided to take up the offer to switch then I cannot imagine that TalkTalk will levy any charges for delays arising at their end. The support team will of course advise formally when they are back online from tomorrow.