topic Re: Help for elderly parishioner with loss of service in Broadband

Help for elderly parishioner with loss of service

Chris_M_Ford — Wed, 22 Jan 2025 14:46:10 GMT

Can anyone help with this issue?

We run a 'Community Drop-in' for elderly and lonely folk living in our parish.

Today one of our elderly ladies asked if I could help her solve a problem with her telephone which seems to be faulty in that she has no dial tone but when I call it I get a ringing tone and it is answered by her voicemail. She has tried to report the fault but has had difficulty understanding what she is being asked to do as part of the investigation. For example she did not know what the 'hash' key is.

How can we check whether there is a known fault on the line?

Many thanks for any help, I can PM further details if required.

Chris Ford

Re: Help for elderly parishioner with loss of service

KeithFrench — Wed, 22 Jan 2025 15:12:35 GMT

I have asked one of TalkTalk's support to pick your thread up and advise you.

Re: Help for elderly parishioner with loss of service

Chris_M_Ford — Wed, 22 Jan 2025 15:15:40 GMT

Hi Keith,

Thanks so much for your intervention. It's what the community is about.

Cheers,

Chris

Re: Help for elderly parishioner with loss of service

Gliwmaeden2 — Wed, 22 Jan 2025 15:19:30 GMT

Talktalk will normally only deal with the account holder, @Chris_M_Ford, who has to pass security checks, so you'd need to be with the lady, present at the time of running checks, if she has difficulty with the Chat / phone line support process.

Even if forum staff are able to run checks on her line, you may need to be present to help her plug in the phone directly at the test socket etc.

If the broadband is working, it would be better if she posted in her own right on the forum.

However, if you add her name, address and Talktalk account number along with the phone number in the Private Notes section (lower down from Personal Information in your profile area) and then scroll down further to find the button to SAVE CHANGES, staff may be able to take an initial look.

Don't use PM unless specifically asked to by staff. Otherwise it will probably not be picked up.

Re: Help for elderly parishioner with loss of service

Chris-TalkTalk — Wed, 22 Jan 2025 15:21:42 GMT

Hi Chris,

Can you add the customer/account holders name and telephone number to the private notes section of your community profile and let us know when you've done this and we'll be happy to look into this for you

Thanks
Chris

Re: Help for elderly parishioner with loss of service

Chris_M_Ford — Wed, 22 Jan 2025 15:30:04 GMT

HI Chris,

Many thanks for your interest. I have added the details as you suggest and wait for further news.

Take care, stay safe and best wishes,

Chris

Re: Help for elderly parishioner with loss of service

Chris-TalkTalk — Thu, 23 Jan 2025 08:05:33 GMT

Hi Chris,

Line test is picking up a potential fault. I'll get someone to take a look at this and get back to you when I have an update

Chris

Re: Help for elderly parishioner with loss of service

Chris_M_Ford — Thu, 23 Jan 2025 09:09:09 GMT

Thanks Chris as always.

Chris

Re: Help for elderly parishioner with loss of service

Chris-TalkTalk — Thu, 23 Jan 2025 09:24:48 GMT

No problem 🙂

Re: Help for elderly parishioner with loss of service

Chris_M_Ford — Fri, 24 Jan 2025 16:32:59 GMT

Hi Chris,

Having spoken with the lady concerned (on her landline) all seems to be resolved. Thanks for sorting this for her. Both she and I much appreciate it.

I must say that one of the reasons that I stay with Talktalk is because of the way this forum gets things done!

Excellent customer service!

Take care, stay safe and best wishes,

Chris

Re: Help for elderly parishioner with loss of service

Anonymous — Mon, 27 Jan 2025 07:14:59 GMT

Morning Chris,

I'm really glad to hear this and thanks for letting us know. Also thank you for your kind words 🙂

Thanks

Michelle