Help Needed from a Talk Talk Human

[Ant2107]

As I understand it in 2027 when we are both 76 (and considered vulnerable elderly) our landline service will be closed and we will only have a telephone line via our router.

We get power cuts and have no reliable indoor service. The image below shows a dual sim phone plus two single sim phones representing four different networks with no signal

Below is a list of some of our past power outages, several of which are way beyond the one hour a battery back up packs capability.

We need a Talk Talk  human to view the enclosed and assist us with future support.

Edited for security reasons 

One question in relation to battery back ups is; how long will one last if it is only used for telephone calls during a power cut?

[siphosethu-TT]

Hi there @Ant2107, I hope @Gliwmaeden2 was able to clarify everything for you. Thank you @Gliwmaeden2 for the help, appreciated. 

[Ant2107]

Interesting, thank you

[Gliwmaeden2]

See my edit, @Ant2107 , in my previous reply!

[Ant2107]

Thank you

[Gliwmaeden2]

@Ant2107, the whole communication from Talktalk is a bit garbled, in fact, as Fast Broadband is NOT Full Fibre.

They offered "Fast Broadband plan, which includes your Full Fibre broadband and line rental"....

It's a contradiction in terms. So you need to start all over again with the agents fixing up your contract [while in the cooling off period!].

Also: I removed the illustration of the listed power cuts in your first post as it has served its purpose and had been clearly displaying your email address in full.

You don't want all the world seeing that, so take care to edit out any personal information  / account number etc details whenever posting.

Personal Information details should be stored in the Community Forum Profile Area, by going via your avatar; settings; add your Talktalk phone number or account number in Personal Information. Additional information can go in Private Notes further down that section. SAVE CHANGES. 

Edit: just seen your more recent post. It has been possible in the past to get Full Fibre installed for broadband but have "copper leave behind" to cover the landline issues. More recently they started charging £12 a month extra to maintain the copper line though, so I don't know whether it's worth your asking them about that?

[Ant2107]

I recorded what was a long tedious call. He seemed to mention us keeping everything the same and did refer to "Fast Broadband". Frankly I had no idea that this could mean anything so slow these days. I did mention several times how much we wanted to keep our copper landline which might have had an unexpected effect. Looking at the offers made by email they were all described as "Fast Broadband"  Back when I set up the previous contract some whiz kid referred to fibre being wrapped up in a broadband wrapper. I've found the previous contract which referred to 4.4 up to 6.4 mb/s. I didn't seek or get the same re-assurance I got about speed this time round. So it occurs to me that I may still OK for full fibre wrapped up in "Fast Broadband" but I'll need to check unless mandisa1-TT has a quick route to finding out?!

[ferguson]

You need to go back and discuss this again with customer services directly. I am puzzled by the thought that they could somehow be switching you to a slower package than you are on presently? 

[Ant2107]

Thank you

I called and found my renewal for 24 months could include Copper landline, so I arranged it for a lower price too, which was great.

But what I hadn't realised was that I was getting fast Broadband with speeds between 2.6 Mbps and 4.4 Mbps.

At present we can get at least 74 mb/s, but we only stream standard TV programs and occasionally a month or so of basic Now or Disney Plus at their most basic speeds. Is there any likelihood that Fast Broadband could be inadequate for this?

They are sending a new " Super Router". Is this in any way less capable then our current hight speed Sage F5464 router?

Will the new router throttle the fibre connection?

[mandisa1-TT]

Hi there @Ant2107 I totally understand your concerns and would advise you to please contact the full fibre team on 03451720074  - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. They will advise you on best options available, as looking into your account you already flagged as our priority customer.

[Ant2107]

We live in a semi rural area with plenty of trees to bring down power lines. The longest power cut in my chart is 11 hours, but a few years back we had a long weekend power cut in freezing conditions. Fortunately we had a copper line so no problem in an emergency.

I understand that TT may be obliged to supply us with a battery that lasts for one hour, it might be OK if only used for telephone calls to go beyond an hour. But will it last in an emergency that starts after bed time and happens a few hours later? The battery will have run down to some extent already before the emergency happens.  Do you have any figures for how long the one hour battery can stay active if no data is used by us?

At present TT are offering a 24 month contract 

You can renew your Fast Broadband contract for another 24 months.

But no mention of the line rental.

They refer to it in the stay the same option which costs more than the 24 month option:

"Fast Broadband plan, which includes your Full Fibre broadband and line rental"

Am I right in thinking that if we sign up for the 24 month option we are putting ourselves at risk of going landline free faster than sticking with what we have?

TT does not make it crystal clear.

[mandisa1-TT]

Thank you so much for the support @ferguson 🙂

 

[ferguson]

A battery backup will easily handle short term outages like the ones you have listed above, they can generally cope for a few hours depending on model.