topic Re: No notification prior to reaching call allowance in Mobile

No notification prior to reaching call allowance

MCCustomer — Tue, 15 Jul 2025 20:05:13 GMT

I've received an email stating that I've used all of my call allowance and that from a certain date/time all calls will be charged at standard rate.

The annoying thing is the message starts with ' We got in touch recently to let you know that........was approaching its inclusive call allowance limit', but no notification was received. This has happened on a few occasions when I've previously exceeded my call allowance and excess charges obviously could have been avoided if I would have received the previous notification.

Is this a 'normal' TalkTalk customer service oversight and should I therefore in future need to continually check the total outgoing call monthly figures in order to avoid this happening again?

Re: No notification prior to reaching call allowance

ferguson — Tue, 15 Jul 2025 20:19:00 GMT

You cannot get support for mobile issues here I'm afraid, you will need to contact customer services directly. I doubt they will be able to do much after the event though.

Re: No notification prior to reaching call allowance

Gliwmaeden2 — Tue, 15 Jul 2025 20:32:23 GMT

Read this article, @MCCustomer, including the links to further information.

They do imply that you should keep an eye on what you've used and not depend on getting the alert in time:

https://community.talktalk.co.uk/t5/Articles/Mobile-usage-alerts/ta-p/2204416

Re: No notification prior to reaching call allowance

MCCustomer — Wed, 16 Jul 2025 10:18:55 GMT

Thanks for responding. I had already read the article but it only reinforced my opinion on the lack of notification. The article states that to avoid out of bundle charges TalkTalk will send a free text alert when 80 % of monthly call, text or data allowance is exceeded, and then another once 100% is exceeded. It is this first notification that I have not received. I know that the article states SMS alerts are not sent between 11pm and 7am but rest assured I am not constantly using the phone during this time or in fact anytime after about 7pm so I am unlikely to have run out of allowance whilst TalkTalk are not issuing alerts!

I suppose I will have to resort to checking towards the end of the billing period or when I know that I have maybe used the phone excessively during the time period. As I said though, many thanks for taking the time to respond.

Re: No notification prior to reaching call allowance

amahle-TT — Wed, 16 Jul 2025 10:25:35 GMT

Hi @MCCustomer, please do contact our mobile team for further assistance using the details below, thanks.

0345 172 0044

Voice - Monday - Friday: 9am - 7pm; Saturday: 9am - 6pm; Sunday: closed

Re: No notification prior to reaching call allowance

MCCustomer — Wed, 16 Jul 2025 10:28:17 GMT

Thanks for responding, but I came onto the Community in order to alleviate the need to contact Customer Service. I have recently lost many hours of my time contacting them over a landline/digital voice situation so I'm not intending to venture there any time soon unless really necessary. As you said they are unlikely to help after the event, and I do recall that I did indeed contact them previously and got that sort of response. But thanks anyway for trying to help.

Re: No notification prior to reaching call allowance

MCCustomer — Wed, 16 Jul 2025 10:35:10 GMT

Thanks for that - much appreciated. I know in the grand scheme of things this isn't a major problem, but as I originally said, it's just a tad annoying not to have got any primary notification. I do have access to two mobiles so could quite easily have used the second one had I known the primary phone was running out of allowance.

Re: No notification prior to reaching call allowance

amahle-TT — Wed, 16 Jul 2025 10:42:38 GMT

I am sorry for any inconvenience caused by this but the team I am referring you deals with Mobile services, and they will be able to assist should you require further assistance with this, thanks.

Have a good day and take care:)

Re: No notification prior to reaching call allowance

MCCustomer — Wed, 16 Jul 2025 10:46:53 GMT

I'll certainly contact them in that case. The problem doesn't arise regularly but would be best if it didn't at all! Thanks again.