Full Fibre 900 query with third party VOIP provider

[NigelCooper]

I have recently moved house to a new build with FTTP ONT installed by Openreach.

At my old property, I was on FTTC Fibre65 with unlimited call package on TT.

At the time of checking for a TT service at the new property, I wasn't able to have the service so planned to cancel and was told they would waive the cancellation fees.

I had all in place to join Vodafone FTTP900 who offered a free home number (PAYG) even if I didn't use it and planned to upgrade to unlimited calls once connected.

Upon picking up the cancellation via Vodafone, TT loyalty team contacted me and offered Fibre900 at a lower price. I asked if I could also add a home number and was told at least twice that I could once connected. I contacted Vodafone to cancel and, as instructed, contacted TT back to confirm this. I spoke to a different sales person (both Irish), asked again about adding a home phone and told again that I could one connected so agreed to continue. My original offer was Fibre900 for £37 p/m, with the first three months free, then £5 for unlimited calls. No brainer!

Once everything was delivered  (two Eero Pro6 routers) I left it a week before contacting TT to add the home number. At this point I was told I couldn't have it as I was on Fibre900 data only.

The only way to have a home phone number (landline as they out it) was to cancel and have a copper line connected giving me a maximum of 500Mb. Reluctant to do this, I asked for a complaint to be raised as a mis-sold product. I am still not clear with any explanation as to why BT, EE and Vodafone can offer a home phone option on Full Fibre, yet TT can't without the copper line.

No form of compensation also for this foul up. I also found that I am on an 18 month contract but was assured that I was on a 24 month contract when i accepted the contract. At least I can exit sooner!

I then asked if I would have any issue if I signed up to a third party VOIP service such as Phonely who offer a 1200 minute call time p/m (suitable for me) with a Grandstream ATA adaptor (same as TT VOIP use) but still not given a firm answer.

What is the technology reason why I can't have VOIP on Fibre900 and IS it possible for me to join a 3rd party VOIP service without any changes?

Sorry for the long detailed message but I've been on many chats and several phone calls to people that leave me in despair.

[NigelCooper]

Yet another 'chat' managed to get down to 'it's a contract thing' rather than a technical thing. If I believe it all!

It's obviously a nightmare for the sales people to just change my contract over......

Good old LOYALTY team, eh?

Having checked the Data/VOIP plan, it's saying that I have a number allocated to my new address so this may be a source of the confusion. As I'd said, My TT account shows this FTTPxxxxxxxx number but I don't know if this is standard for all Data only users.

The reference to landline does appear to suggest copper connection which I have said doesn't apply to me.

Regarding the £2 difference, this shows when i check for Fibre900 with (£47) and without (£45) Digital Voice. The unlimited calls boost looks to be an extra £16 !!

Once I check the 3rd party VOIP option, it looks like my best one is £9 p/m for 1200 land and mobile minutes.

I am now waiting for a call back to see what the process is for cancelling and rejoining as FF900+VOIP. Mainly the timeline and whether I'll have any downtime. I hope, if I go ahead, I won't need to send stuff back.

At the moment, given my extra £50 credit added, if 3rd party VOIP is okay, I'll probably stick with it for the remainder as £16 extra for call boost is quite expensive.

[Gliwmaeden2]

@NigelCooper, the only way you have copper is if you are changing from FTTC to full fibre and they decide to leave you with copper for calls - I've never heard of it being added later, and when they do "leave behind" it causes further obstacles getting onto VOIP later on.

I've also not heard of them charging an extra £2.00 to have phone calls available. 

It's possible to add the calls boost when / if you get VOIP, to alleviate the cost of calls, which qualify just the same as with FTTC etc.

Otherwise ordinary landline calls come in at 24p a minute.

Might just be simpler to use Skype  etc or WhatsApp to reach contacts.....

[NigelCooper]

By all means, if anyone wants to step in!

I feel that anyone I speak or chat to are either getting confused with my requirements (I'm being nice here!) or they really don't understand themselves.

What did your Fibre900 with VOIP cost, if you don't mind me asking?

[NigelCooper]

Just received a loyalty team call regarding my complaint. Still no further with an explanation as to why a Data only plan can't have VOIP added. Is there a physical cable unplugged or a physical switch turned off when they 'connect' you?

The lady had to consult with the technical team (whom I would have preferred to have spoken to myself in the first place) about any issues with subscribing to a third party VOIP supplier and they'd said it depends on how they set it up!

This would indicate that the Data package has some sort of porting block that may be an issue. But, if so, surely clicking that 'unblock port' checkbox can fix it?!?

A further check on the TT website shows the difference between Data and Data/voice is £2 (presuming this is PAYG?). No mention of copper.

Until I have a firm explanation of the need for copper, this will continue to bug me.

I've accepted a £50 credit for now but will continue the complaint, and likely cancellation, if I can't get VOIP from someone.

I really didn't want to be rude to the 'sales' lady but all she repeated was that you can't, you can't, no why you can't.

I've looked at the Vodafone one again and Fibre910 (£36 and a free phone number) has anytime UK land and mobile boost for an extra £10. This actually includes an Apple TV unit and first three months service. The only issue is whether their router is okay as I admit that the Eeros are pretty good.

I've seen another user with a Data only issue with adding VOIP and no obvious solution.

[ferguson]

It really sounds like you have been told some absolute rubbish here, a copper line with 500 Fibre? Nonsense. I can assure you that Full Fibre 900 with VoIP is perfectly possible, I have that package myself.  Hopefully the support team here can help to unravel and resolve this for you. 

[NigelCooper]

Thanks for the swift response.

Part of the Vodafone promotion is to help with cancellation fees up to £100. Mine was going to be £167 from TT.
They were to handle the process of cancelling including a transfer of number.
However, in my case, I was moving to a different region of my dial code so wouldn't be able to take the number.
Once I had agreed the initial TT loyalty offer, I was instructed to cancel my potential Vodafone contract and call them back to confirm I had.
My house move was scheduled for 6th December so I was told the TT contract would end then.
All the TT phone calls happened in the week before the 6th (Friday).
At no point was I told it was a Data only one or I wouldn't have agreed if I'd have known I couldn't have a phone number.

I simply can't see how a VOIP service requires a copper line to a household, bearing in mind the intended abolishment of this technology.
Having to cancel my current FTTP 900 and have to wait for a new copper line to be installed, limiting me to 500Mb/s is unacceptable.
Granted, I was told my service wouldn't be interrupted as I presume the 900 would stay working until I had a new number.

The Vodafone contract was a FTTP and an allocated number, then I could add a call boost. This was with an ATA adaptor connected to their router.
No copper line!

I've noticed that on My TT account, there is a number showing on the phone option that starts with FTTP. No idea what that refers to.

[Gliwmaeden2]

It sounds a terrible mess!

Normally, if Talktalk can't supply the service in the new home, the customer swallows the early termination fees  / notice period and says bye-bye to Talktalk.

The new contract with Vodafone would be an entirely separate matter.

 I can't see why Talktalk picked up the "cancellation via Vodafone" directly. Really not clear! It's not clear what stage you were at moving homes for their paths to cross in this way.

It's also not very clear how Talktalk intended to add a copper line to a Full Fibre 500 plan!

The normal thing for current customers with Talktalk is to request to add their current phone number at the time they order Full Fibre in their current home. It can't be added later, and needs to be ordered via Chat / phone, as it can't be added via online offers and it can't be added later, after the FF order, however it was made.

There's no extra charge for VOIP with Talktalk, just like you didn't pay extra for the old landline to be in place  - you would just pay for the calls/ boost. 

Actually moving with the phone number and Full Fibre is not something that has been covered much so far on here, @NigelCooper.

So I'm afraid that I haven't even reached the beginning of the final question about adding 3rd party VOIP now to your service,  @NigelCooper, but it will help people trying to follow your topic if you can clarify the detail of the sequence of previous events a bit more.

There won't be a response from staff on here before Monday.