How do I get my landline working?

[Izzy_Wizzy]

Hi,

I signed up to talk talk via a canvasser.  I was told, to use my landline, I would need an adapter for the eero from Argos.  I can’t find said adapter at Argos.  I have a FTTP telephone number on my account but I don’t know what adapter I need or how to set up the phone to use it.  I can’t find any information anywhere . 
Help please!

[Chris-TalkTalk]

OK, no problem 🙂

[Izzy_Wizzy]

Okay thank you for the information and all your help,  I will speak to customer service.

[Chris-TalkTalk]

I'm sorry to hear about your Mum, I appreciate it must have been a very stressful time. Unfortunately VoIP isn't something that can be added to an existing package, if it's available your current package would have to be ceased and a new order placed. You could also probably get a VoIP service from a 3rd party

If you speak to our Loyalty team they should be able to advised if they can place an order for Full Fibre with VoIP - Cancel your TalkTalk service - TalkTalk Help & Support

Could I just ask, does your Mum currently have a personal care alarm or a medical device that requires a landline (or anyone else in the household)?

Thanks

Chris

[Izzy_Wizzy]

Since November.  I’ve only just got round to cancelling virgin and sorting out my landline.  My mum has just been diagnosed with Alzheimer’s,  we’ve fetched her to live with us December, things have been difficult for the last six months.  

[Chris-TalkTalk]

I'm sorry for any confusion. How long has the service been live?

Chris

[Gliwmaeden2]

Talktalk does have a router with a simple socket for the phone into the router - sometimes the Eero can be exchanged for the Hub 2 router, but staff would need to confirm that. 

Usually the VOIP must be ordered with the  Full Fibre order, as otherwise you may need to have some down time....and set it up again. 

The trouble is people keep referring to a "phone line" and it causes confusion with keeping the traditional landline. That's essential for vulnerable customers or locations where mobile signals are poor. 

So it gets tricky when ordering to make it absolutely clear what is required. 

Customers don't have to buy the adapter. I wonder if it's possible to trace the name of their sales rep?

There's a guide to Complaints linked at the foot of the page, @Izzy_Wizzy.

[Izzy_Wizzy]

Hi again,  really??  The canvasser told me when customer services ring me after I’ve signed up, when I am asked,  to say that I didn’t need a phone line, just buy the adapter.  I’m a bit annoyed now because I’ve been misinformed.   We don’t have a phone socket,  we were with virgin before, the phone connected via the router. 

[Chris-TalkTalk]

Thanks for that. The service that you have appears to be data only so there is no digital voice service provided. If you connect a telephone to your old telephone socket is the line dead? 

Chris

[Izzy_Wizzy]

Hi I’ve updated my profile 🙂

[Chris-TalkTalk]

Hi Izzy_Wizzy,

Welcome to the Community. Can you please update your Community profile, as Gliwmaeden2 has asked, and we'll be happy to help

Chris

[Gliwmaeden2]

Talktalk should send you a Digital Voice Adapter, @Izzy_Wizzy:

https://community.talktalk.co.uk/t5/Articles/Digital-Voice-Adapter/ta-p/2815435

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