confused about voip

[barney8]

Hello I am really confused about digital voice and voip.

I recently switched to full fibre and thought I was switching my talktalk landline too. I was sent the digital voice adapter but it didn't work. I was then told it didn't work because my plan was data only  and digital voice can't be added. I'm lost. It clearly says on the talktalk page that digital voice is available to new and existing full fibre customers but I can't find anywhere to add it.

Thank you

[Chris-TalkTalk]

Hi barney8,

I can confirm your service is data only and so doesn't have VoIP. The digital voice adapter wasn't sent at the same time as the eero, it looks as though it was order at a later date. This appears to have been done in error by someone who hadn't realised that you are data only. I'm sorry for any confusion

Chris

[barney8]

Thanks for the replies everyone and I have now updated my profile.

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[ferguson]

@barney8 

While @Gliwmaeden2 is largely correct, it seems odd that you were sent a DVA if you didn't sign up for a VoIP package. It will help the support  team to look into this for you if you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account.

In the meantime, you might just want to check the DVA installation instructions here. 

[Gliwmaeden2]

It can't be added AFTER the main Full Fibre order, @barney8, so we recommend that you phone in your order, asking to keep your phone number, as VOIP, at the time.

I don't think the situation has changed. Staff will respond after the weekend.