topic Re: Problems making international calls in Home Phone

Problems making international calls

Uschi201 — Sun, 17 Mar 2024 02:20:51 GMT

Hi community

When making international calls from the UK,the number calling on receiver's phone is not my number, but an number from a different country (in this case Italy) resulting in receiver not recognising caller and not answering calls.

No such problem when making local calls.

Technical support was unable to help me with this issues.

Has anybody out there experienced the same issues.

Re: Problems making international calls

Gliwmaeden2 — Sun, 17 Mar 2024 06:47:59 GMT

Does it happen with other recipients of calls when you ring abroad, @Uschi201?

If not, it could be a fault with the Caller Display on the recipient's phone in Italy.

There are many occasions in the UK where our Caller Display doesn't function correctly and it may have nothing to do with the caller's line.

Check whether the recipient experiences this with any other callers.

Staff will not be back on here before Monday to reply.

Re: Problems making international calls

Uschi201 — Sun, 17 Mar 2024 06:56:27 GMT

Thanks Gliwmaeden2

I might not have explained the problem well enough. When I am making calls to Switzerland,the receiver's caller display shows an Italian phone number and bears no resemblance to my UK number.

There is no such issue if I making local calls within the UK, numbers are displayed correctly.

Re: Problems making international calls

Lesley35 — Sun, 17 Mar 2024 19:41:36 GMT

Same problem with calls to Switzerland today. Caller display in CH shows a Spanish number.

Re: Problems making international calls

Gliwmaeden2 — Sun, 17 Mar 2024 20:52:46 GMT

@Lesley35, it's important to start your own thread, as staff will tackle each customer's issues separately.

This is to avoid confusion between accounts etc.

Please return to the message board and click on start a topic.

Both you and @Uschi201 need to also complete your community forum profile details.

Go via your avatar; settings; drop down menu....Personal Information. SAVE CHANGES.

Staff reply during the day, Monday to Friday.

Re: Problems making international calls

Anonymous — Mon, 18 Mar 2024 07:42:17 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Problems making international calls

Anonymous — Mon, 18 Mar 2024 08:17:13 GMT

Hello again,

I've been advised that an incident has been raised for this particular issue and is under investigation at the moment.

Thanks

Michelle

Re: Problems making international calls

Anonymous — Mon, 18 Mar 2024 08:43:00 GMT

Hi,

The team have come back to me and asked if you could provide the international number that you are calling and also the date and time that you called this number. Please can you add this information to the Private Notes section of your Community Profile. Please do not post any personal information on the Community. Could you also add your name and Home Telephone number or Account number to your Community Profile.

Thanks

Michelle

Re: Problems making international calls

Uschi201 — Mon, 18 Mar 2024 10:29:35 GMT

Hello Michelle -TalkTalk

I have updated personal profile section and added some private notes

Re: Problems making international calls

Anonymous — Mon, 18 Mar 2024 10:34:59 GMT

Hi,

Thanks. Could you re-check the telephone number in your Community Profile as it looks like there are some digits missing. Please do not post any personal information on the Community.

Michelle

Re: Problems making international calls

Uschi201 — Mon, 18 Mar 2024 13:51:41 GMT

Hi Michelle

The mobile number in my profile is correct ,but I have added the country code if that helps.

Also

Have you got access to my account details i.e. mobile phone contact

Re: Problems making international calls

Uschi201 — Mon, 18 Mar 2024 13:52:40 GMT

Meant "mobile phone contract "

Re: Problems making international calls

Anonymous — Mon, 18 Mar 2024 14:17:25 GMT

Hi,

Apologies for the confusion. we also need for you to add your TalkTalk Home Telephone Number or your Account Number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

Re: Problems making international calls

Uschi201 — Mon, 18 Mar 2024 15:59:32 GMT

Hi Michelle I have updated the account no. ,but can't see where to enter landline number. Can you access my account and find it there ?

Re: Problems making international calls

Anonymous — Tue, 19 Mar 2024 08:05:14 GMT

Good morning,

Thank you. Our Incident Team now believe that this should be resolved. Would it be possible to retest please?

Thanks

Michelle

Re: Problems making international calls

Uschi201 — Tue, 19 Mar 2024 08:22:06 GMT

Good morning Michelle

I have just rung the same number as previously, but the receiver's call display is still showing the Italian number(same as before) not my UK landline number.

Re: Problems making international calls

Anonymous — Tue, 19 Mar 2024 08:23:20 GMT

Morning,

Thanks for trying this. I will go back to the team now.

Michelle

Re: Problems making international calls

Anonymous — Tue, 19 Mar 2024 12:09:32 GMT

Hi again,

I believe that my colleague has been in touch and this has been escalated further. We'll continue to monitor for updates for you.

Thanks

Michelle