I've lost my voice (digital) again!

[mikeyar]

Yes, for the fourth time since being encouraged to change to a digital landline when renewing my Fibre 150 contract in March this year. The total loss of the phone service, that I pay for, has been in 8 months, 50 days and counting. For interested viewers who may be experiencing similar poor service with their digital landline but are unfamiliar with my previous forum topics on digital voice failures, a quick recap :-

March - Internet ok but no phone. Router stated "voice not registered" - a fix by the "service       

                management team" took 22days!
June   - Exactly the same problem but this time I was told verbally and also in an email that the fix j

              just required a reset of the Auto Config Server and Metaswitch, however, this simple fix still 

              took 20 days but was recorded in the notes on my account for future reference.
Sept - The same fault "voice not registered" but this time it took the "case management team" 6

             days to discover that someone within TalkTalk had removed voice from my contract but

             without it showing in "My Account". They apologised profusely and the service was quickly

             reinstated!

On these 3 occasions it required a formal complaint to achieve restoration of the digital voice service but resulted in no offer of compensation.

So, Tuesday, no phone and the usual indication (intermittent flashing orange light) that once again the router showed "voice not registered" but the internet remains OK. As agents on this forum have previously advised me, they cannot investigate (help?) on Full Fibre issues and the customer must ring "Full Fibre" so I did at 12.30pm. I was informed by recording of the usual very busy situation but as I was eighth in the queue I could receive a call back retaining the queue position which was then confirmed in the recorded message.

No call back received by close of play or all day Wednesday or so far today, Thursday.

In conclusion, as TalkTalk is on life support and customers are leaving in their thousands, I doubt that the decent quality of service I've experienced in the previous 20 years prior to 2025 will ever be achieved again. So, I will now be submitting a postal written communication (signed for) to Finance HQ at Salford to obtain their written confirmation that I'm not liable for early termination charges due to TalkTalk's frequently recurring breach of contract and then I intend to initiate a switch to another ISP.

Mikeyar

[mandisa1-TT]

On the 21st of  November 2025. I am sorry that you did not get the resolution you were looking for, however as previously advised our resources are limited on this platform as we do not have full fibre systems or phone systems to call you. Please do refer to the complaints process provided to you.

[mikeyar]

As you seem unwilling to answer a simple question it makes me believe that the problem wasn't escalated and was just a statement to fob off the customer. However following your most recent advise this morning put me tenth in the queue so I hung up.

Having now endured a loss of phone service four times over 8 months (55 days and counting) I will proceed with a formal request to the CEO's office to release me from my contract. I will also be stating my total dissatisfaction with the long term reliability of TalkTalk's digital voice systems and the lack of cooperation of support staff in providing assistance that meets an acceptable standard of customer care.

Mikeyar

[mandisa1-TT]

Hi there @mikeyar I am sorry for the inconvenience caused to you, however I did escalate the issue hoping the team will pick it up and contact you. I would advise please contact the full fibre team directly using the live chat link provided, they will assist you further.

[mikeyar]

I received no call back yesterday, so, as mentioned in my previous posts 6 of 9, 7 of 9 and 9 of 9 please can Mandisa please confirm WHO and WHEN she escalated the problem to. This will be the third time of asking. Thank you.

[mikeyar]

As you are a new staff contributor to this topic I should point out that the question I put to Mandisa in my last post was "when did she escalate the matter" as stated in her response. IF my problem was escalated then surely it is not unreasonable  to expect a response (or even a simple fix?) by close of play today. It will be 4 working days since the system promised a call back.

Mikeyar

[Philile-TT]

@mikeyar I understand that you have had difficulties getting assistance, however if they still have not contacted you as yet I would suggest that you contact them also whilst you are awaiting feedback. 

[mikeyar]

Thankyou for your response, much appreciated, but could you confirm when you escalated the matter. I appreciate the Service Team may not work weekends but I look forward to them contacting me on Monday.  As mentioned in my original post, the fix to the recurring problem (now 4 times in 8 months) is simple and details as provided by the "Service Management Team" have been previously recorded in the notes on My Account.

TalkTalk have never explained why it keeps happening, so, once again, for the benefit of viewers who may be experiencing a loss of digital phone and their router/account details show "voice not registered," then the Auto Configuration Server (ACS) and Metaswitch (CPE) just need a reset.

Regards

Mikeyar

[mandisa1-TT]

@mikeyar I have read your post and understand  your intent with it, however I wanted to apologize for the hassle you had when trying to get in touch with the team and you were promised a call back, which never happened, hence I provided with alternative method to use in future should you wish to contact the full fibre team. I did escalate the matter for you, hopefully someone will be in touch.

[mikeyar]

I really don't understand your comment. If you had read my response more carefully you would have noted that "THEY" referred to the Full Fibre Team and their lack of calling me back. It was nothing to do with Forum Staff making a call back. I suggest you familiarise yourself with Talktalk's own procedures on offering call back to customers before confusing my communications to members.  Once more, I reiterate my original post was information to other customers not to get solutions from Forum staff.  Regarding you sending a link to complain, once again If you had read my original post you would have gathered I'm fully conversant with the complaints procedure having had to do it three times in the last 8 months. 

So please, patronise me no more.

[siphosethu-TT]

Please note that we do not make calls on community but can direct you if need, I'm unable to run checks with you on this hence we've asked you contact our full fibre team so they can have the issue looked into for you as soon as possible. Please call in or contact them via chat so you can set up a callback if needed, I do understand how frustrating this must be on you. I've provided a complaints link in case you wish to log a formal complaint.

Raising a complaint

[mikeyar]

Same old, same old - no 'they' are supposed to contact me!  If you actually read my post you may understand that it was made just to inform other readers of a recurring failure to provide a reliable digital phone service and how a similar problem may affect them now or in the future. It wasn't made in order to solicit a "push button scripted response" received as on many past occasions.

Anyway, subject to written confirmation that TalkTalk will waive early termination charges and to paraphrase a current popular saying, the future will be "I'm a customer, get me out of here"  

[mandisa1-TT]

Hi there @mikeyar I am sorry to hear of the experience you have recently had with us when trying to get in touch with the full fibre team, alternatively you can reach them on live chat using the following link: https://community.talktalk.co.uk/t5/Articles/Ways-of-contacting-us/ta-p/2230529
Chat - Monday - Friday 8am - 9pm ; Saturday 8am - 7pm ; Sunday - 9am - 7pm