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.

[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.