topic Re: Account access for 91 year old mother in Billing

Account access for 91 year old mother

engltayl2 — Sun, 28 Jan 2024 15:29:02 GMT

I am trying to sort out my elderly mothers phone/broadband contract as she is paying far too much compared with other providers. We cant find any TalkTalk correspondance giving her talktalk account number and she cant remember the login or security details. (as her husband use to sort it out who is no longer alive) Is it possible to send her a letter with her account number so that we can try and help her.

Thanks

Re: Account access for 91 year old mother

fr8ys — Sun, 28 Jan 2024 16:03:01 GMT

You can use the phone number for TalkTalk to trace the account.

If you phone your mother will need to be present to confirm she is happy for you to discuss her account on her behalf due to GDPR requirements.

Ask to speak to the loyalty team who hold the best deals..

If she receives bills by email the account number should be shown on each email.

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

Re: Account access for 91 year old mother

fr8ys — Sun, 28 Jan 2024 16:04:22 GMT

If you have a power of attorney have you registered this as it may remove such GDPR issues?

Re: Account access for 91 year old mother

Gliwmaeden2 — Sun, 28 Jan 2024 16:34:21 GMT

@engltayl2, if the bill notification is still sent to your father's / mother's email address, it contains the account number, as @fr8ys has said.

If the bill has not yet been transferred to your mother's name, it needs to be done.

That would be through the bereavement team:

https://community.talktalk.co.uk/t5/Articles/Our-bereavement-team/ta-p/2205169

If it's already been done, setting you up as a nominated user, or sending PoA documents to Talktalk will certainly help, but takes time.

https://community.talktalk.co.uk/t5/Articles/Power-of-Attorney-Authority-to-Act/ta-p/2205181

https://community.talktalk.co.uk/t5/Articles/Nominated-user/ta-p/2205256

Also, your mother needs to be registered as possibly needing accessibility support:

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

This can help prioritise an engineer etc in the event of faults etc.

If you are able to call from your mother's landline and she can clear security herself, that's your best bet for setting up a better contract.

All the other issues need consideration for the longer term.

Re: Account access for 91 year old mother

Arne-TalkTalk — Mon, 29 Jan 2024 09:25:35 GMT

Hi engltayl2

Can you add your mothers landline number to your community profile, if you dont know it dial 17070 on the landline from the property and the number will be read back. I can arrange for a paper bill with the account information to be sent to the house.

Thank you.