TalkTalk Refuses to Provide Phone Calls Which are Included in my Package

35har1old

35har1old said:

littleboo said:

Really?
https://new.talktalk.co.uk/digital-voice

The info about voip was taken from a talktalk website 
Digital voice it appears you can use you old phone which must be a recent add on as I recently upgraded to full fibre and this was not offered.

Talktalk where unable to give a percentage of the availability of digital voice in the UK but I would think it is pretty low

35har1old

gord323 said:

I recently downsized from Virgin Media to TalkTalk to save about £50 a month, having just retired. I bought their Full Fibre 150 Plan, which includes broadband, TV and PAYG phone calls. Here is a screenshot of this plan and what it includes.

I had to order their package by phone because their online purchase method failed (I had been trying to order online for two weeks and after entering all my information I was met with the same error screen.  See other screenshot. This is STILL happening, which means that TalkTalk have not fixed this bug on their website for over two months!

So I had to order by phone. During the first phone call I made to TalkTalk I was cut off just at the point of purchase, so I had to make a second phone call to their call centre and go through the whole thing again.

About 10 days later the equipment arrived. But they sent me the wrong router/hub, and I had to wait until they sent me the correct item the following week.

Their were no instructions about how to join everything together. So I used their chat facility (one thing which actually worked) but I had several conversations with various technical people (apparently) who all thought this was a big joke and just wasted my time. Two of these people got me to do completely irrelevant things. I have a transcript of these chats. They are ridiculous, all of them.

But I was still without phone calls. So I emailed them and asked them why they didn’t allow me phone calls. They refused to acknowledge that my package included phone calls!

I get an email every week stating that the complaints manager will contact me two days after that email, but s/he never does. This has happened four times now.

I keep sending them emails, showing them the same screenshot to prove that the package I bought includes phone calls. But they completely ignore this and say that the complaints manager will call me in two days between 12:00 and 14:00, but s/he never does. 

Was this person trying to contact me by phone, perhaps?

Incredible, mind-boggling incompetence!

I’ve been fined by HMRC because I was not able to file my VAT for the first quarter of this year (my ID is validated by a phone call to my number, which no longer exists). And I have been inconvenienced in many other ways as well.

I need to phone HMRC and another government department on another matter. So I used my mobile phone. All that happened was that I sat listening to on-hold recorded rubbish for 30 minutes until my mobile ran out of credit (thanks to the 44p per minute charged by EE) and am then cut off.

This has happened twice now. I buy £10 of credit from EE and wait listening to on-hold recorded rubbish while the call burns through the £10 and then cuts me off.

Does anyone have any suggestions about how to deal with this?

It is complete madness. My advice to people is NEVER to have anything to do with TalkTalk. TalkTalk are incompetent to a degree I have never experienced before. 

You screenshot says fiber 150 which would have been provided through copper cable in the final leg of its journey to your exisiting socket but it appears that you have 150 full fibre installed

[Deleted User]

cannugec5 said:

gord323 said:

Does the screenshot that mentions PAYG calls actually come from a TalkTalk website or was that from a price comparison site? I question it because the format looks like a comparison site. If I’m right then your argument might be with the provider of the information you relied on rather than TT. 

In either case as you purchased over the phone they will likely deem the discussion on the phone takes precedence over what you read online. 

Appears to be a third-party https://www.cable.co.uk/broadband/providers/talktalk-broadband/fibre-150/

I’d expect the comparison website in question will be covered by their disclaimer. 

Ayr_Rage

@gord323 TT sell "Fibre 150" in two versions.

One is g.fast FTTC with the last part over the phone line which will obviously include use of that line for calls.

They also sell (as I said before) full fibre and not all those products include a VoIP phone service.

Please tell us exactly what you ordered.

Moving a phone number from one fibre provider to another is currently a bit of a minefield unlike transferring a copper line service and in both the above situations moving from Virgin seems particularly problematic.

I think you'll have to resign yourself to the fact your number is lost.

tightauldgit

A screenshot of what someone says the package contains isn't really relevant. You need to look at the order you actually placed, and then decide what you should be getting and what, if anything, is missing. Trying to parse your OP are you saying you don't have a working phoneline anymore and TT are saying that you shouldn't have a working phoneline as it's not included? 

gord323

MouldyOldDough , you're not suggesting that I'm expecting PAYG calls to be free, are you? The clue is in the acronym: PAYG. It means pay as you go.

You may like to read my original post again. TalkTalk are denying that there is ANY phone facility included in their Full Fibre 150 package. 

Ayr_Rage

Once again, what did your order confirmation say?
What does your online My Account say your product is?
Not all full fibre products include VoIP!

MattMattMattUK

Ayr_Rage said:

Once again, what did your order confirmation say?
What does your online My Account say your product is?
Not all full fibre products include VoIP!

I suspect that as we are now three pages in, with the OP still refusing to answer that very simple question which will clarify whether this is a genuine issue or not, we will not get an answer to that question.