Original article ISPreview UK:Read More
Customers of TalkTalk have informed ISPreview that, after pausing the sale of new hybrid fibre FTTC (VDSL2 / SOGEA) broadband lines to new subscribers (here), the ISP has also stopped providing their IP-based Digital Voice (phone) service to new customers too. But those aren’t the only products they’ve paused.
A quick look at the related information page on TalkTalk’s website confirms that Digital Voice is “only available to existing customers on our Full Fibre plans. Digital Voice is a flexible, more reliable home phone service. As opposed to traditional phone lines, Digital Voice runs through our superfast Full Fibre broadband” – an unusual move given the urgent transition away from old analogue phone services (PSTN/WLR).
The change appears to have occurred sometime between April and May 2026, while the provider’s official information page makes no mention of this being a temporary state. Nevertheless, TalkTalk has informed ISPreview that it is merely “temporarily paused“, which has been attributed to the same change as the FTTC pause (i.e. it relates to their ongoing work to fully adopt the Kraken customer management platform).
Kraken is designed to empower their customer care specialists to more quickly and effectively review customer account details and take actions that would previously have involved long and complicated processes. So hopefully all of this disruption should be worthwhile.
Existing customers with Full Fibre and Digital Voice are unaffected, and existing Full Fibre Data-Only customers will apparently “soon” be able to add Digital Voice when re-contracting. But for now it’s not available to new customers and TalkTalk haven’t said when that will change. Credits to John to being the first to report this to us.
We’ve since asked TalkTalk whether there are any other products that have been paused in the same way for new customers and were informed that they’ve also temporarily paused sales of their optional add-on services (e.g. SuperSafe, TalkTalk TV, Total Home Wi-Fi) to new customers – all as part of setting up and migrating customers to Kraken. But the ISP could not tell us when this pause would end, only that it would be “soon“.
In addition, last week saw TalkTalk announce that their support teams would no longer be available via X (Twitter): “Please note, from 30 June 2026, our customer service team will no longer respond to posts or messages here on X. To get the quickest and most effective help, TalkTalk customers should contact us via http://talktalk.co.uk/myaccount, the TalkTalk app, or by giving us a call.”