RE: Digital Voice Switchover

[Cutie]

Hello!

I recieved the email in January about having the option to switch over to the Digital Voice service, I clicked the button to set things in motion and, If I remember correctly, it said I would here something back from TalkTalk in about 3 weeks.

It's now been just over 5 weeks but I haven't heard anything.

Is it normal to take this long? Maybe I'm imagining it said 3 weeks?

Just worried it's lost in the system and that I'll end up getting charged the extra £12 a month if I stay on the copper lines by next month.

Can anyone shed some light please? Thanks.

[Chris-TalkTalk]

Hi Cutie1,

I'm sorry about this, all I can suggest is that you contact Customer Services, they can put you through to a dedicated team that can help you with any queries about the upgrade to digital voice

Chris

[Cutie1]

@Chris-TalkTalk @Debbie-TalkTalk @Karl-TalkTalk @Arne-TalkTalk 

Hello,

This is Cutie here, I had to make a new profile because I haven't been able to access my community account for a couple of weeks now, when I tried to sign in it said I needed to enter a name like I was making a new profile so I tried going with 'Cutie' anyway and it said the name was taken, the other alternative was to link my account, so I tried this and it said my account was already linked so Cutie1 it is now it seems. (Could someone please look into why I haven't been able to log in to my usual community account please? Maybe I can't get it back now anyway now I've made a new one?)

Anyway, I'm contacting again to say I still haven't heard anything about the switchover to Digital Voice despite being told by online chat agent 'Jolly Vinya' I would hear something within 7-10 days.

I was also promised I would not see the £12 price increase which would otherwise be incured if I were to choose to stay on the copper phone lines.

Since it seems trying to switch over to Digital Voice has been fruitless, can you please ensure I will not be charged the extra £12 a month for staying on the copper phone line? This would be very unfair if this charge was made as I have tried twice to switch over so staying on the copper lines is no fault of my own.

Also, is there anyway at all you can find out what is going on and if I will be switched over to digital voice at some time? I spent over an hour explaining myself to 3 different people the first time and don't feel it's fair to expect me to have to contact support and go through that again.

I have been a loyal customer of TalkTalk for 16 years and any support I've received during this time has been great, but now I feel sad I'm being failed and I expected better to be honest.

[Chris-TalkTalk]

Glad to hear that you've got it sorted, thanks for letting me know

Chris

[Cutie]

Thanks @Chris-TalkTalk and @Gliwmaeden2 

I contacted TalkTalk via the live chat online and it should be getting sorted now, It seems my initial application for this after selecting the option from the email I had in January was either never recorded or got lost somewhere along the line even though I got the message stating I would hear back from TalkTalk soon at the time.

[Chris-TalkTalk]

OK thanks. Could you call the number in the letter, you should go through to a dedicated team that will be able to help you with your enquiry (unfortunately I'm unable to check this for you)

Chris

[Cutie]

Hi @Chris-TalkTalk 

Yes, I got the same communication both in letter and email.

[Chris-TalkTalk]

OK, have you received a letter about this (in addition to the initial email)?

Chris

[Cutie]

Hi @Chris-TalkTalk,

I was rather hoping staff such as yourself could shed some light here if at all possible as I find it easier comunnicating via written method and can't find another way to do this other than here.

If not, I will call customer services asap.

[Chris-TalkTalk]

Hi Cutie,

How are you getting on, did you call customer services as Gliwmaeden2 suggested?

Chris

[Gliwmaeden2]

Phone 03451 720088 or use Chat to check with Talktalk directly, @Cutie.