topic Re: Call Safe in Home Phone

Call Safe

mandrews — Tue, 16 Apr 2024 12:55:35 GMT

My Call Safe has stopped working and I get scam callers getting through. I have tried turning it on via the website and from the phone with no joy. After two separate online chats where I was promised the problem would be resolved which it wasn't I wrote a complaint letter. After I received a letter with a complaint reference and was told that I would be contacted, nothing happened. I chased and eventually last Friday I got through and was told that I would received a call that afternoon. No call back happened and its still not working.

Can someone at TalkTalk fix this please!!

Re: Call Safe

Chris-TalkTalk — Tue, 16 Apr 2024 13:41:31 GMT

Hi mandrews,

I'm sorry to hear that you are experiencing problems with CallSafe. Has it only stopped working recently? Do you have an eero and digital voice adapter?

Chris

Re: Call Safe

mandrews — Tue, 16 Apr 2024 13:49:02 GMT

Not sure when it stopped but in the last month or so. Yes I have an eero and a digital voice adatpter, but that has ben in place over a year.

Re: Call Safe

Chris-TalkTalk — Tue, 16 Apr 2024 13:56:58 GMT

OK thanks. Do you have any other call features such as caller display or last caller barring? If you do, do they still work OK?

Chris

Re: Call Safe

mandrews — Tue, 16 Apr 2024 14:02:12 GMT

I have caller display but that stopped working (probably around the same time as Call Safe). In one of my online chat sessions the support person managed to turn caller display on, so that is now working.

Re: Call Safe

Chris-TalkTalk — Tue, 16 Apr 2024 14:09:18 GMT

OK thanks. CallSafe appears to be enabled so could you switch the ONT off for 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: Call Safe

mandrews — Tue, 16 Apr 2024 14:33:26 GMT

ONT do you mean the digital voice adapter or the main eero router? I checked this morning in my account and Call Safe was still showing as off.

Re: Call Safe

mandrews — Tue, 16 Apr 2024 14:34:10 GMT

By the way just had a scam call.

Re: Call Safe

Chris-TalkTalk — Tue, 16 Apr 2024 14:40:59 GMT

The ONT is the box on the wall. Will it allow you to switch it on in My Account (on the systems I've checked it's showing active)?

Chris

Re: Call Safe

mandrews — Tue, 16 Apr 2024 14:45:08 GMT

Trying to switch it on in My Account still doesn't change its status. Will try resetting the ONT.

Re: Call Safe

Chris-TalkTalk — Tue, 16 Apr 2024 14:46:13 GMT

OK thanks. Please let us know how you get on

Chris

Re: Call Safe

mandrews — Tue, 16 Apr 2024 15:26:38 GMT

Have reset the ONT, left it off for 30 minutes. CallSafe still showing off in My Account and on the phone 1472.

Re: Call Safe

Chris-TalkTalk — Wed, 17 Apr 2024 07:18:21 GMT

OK, I'll try removing it and re-adding it from my side

Chris

Re: Call Safe

Chris-TalkTalk — Wed, 17 Apr 2024 07:31:14 GMT

I've removed it from your account and will re-add it in a couple of hours

Chris

Re: Call Safe

mandrews — Wed, 17 Apr 2024 12:44:12 GMT

OK I got notification at 8:30am that it was turned off, is now time to try turning it back on?

Re: Call Safe

Chris-TalkTalk — Wed, 17 Apr 2024 13:04:41 GMT

I tried earlier but couldn't add it back on, I'll try again now

Chris

Re: Call Safe

Chris-TalkTalk — Wed, 17 Apr 2024 13:13:30 GMT

Still can't re-add it so I'll try again later

Chris

Re: Call Safe

mandrews — Thu, 18 Apr 2024 07:57:45 GMT

I received an email from TalkTalk this morning telling my Full Fibre service had gone live. Thinking this might be a sign that CallSafe was altered I checked by ringing my phone from my landline. Caller display is not working now and my account is still showing Calldsafe off. So we seem to be going backwards!!

Re: Call Safe

Chris-TalkTalk — Thu, 18 Apr 2024 09:26:48 GMT

Hi mandrews,

I tried re-adding CallSafe yesterday afternoon but was still unable too, just tried again and it's let me. Could you give it a couple of hours and then retest. Please let me know how you get on

Thanks

Chris

Re: Call Safe

mandrews — Thu, 18 Apr 2024 10:37:55 GMT

Well the good news is CallSafe is now working, although all previously approved numbers have been lost. I can add those again. However CallerDisplay has stopped working! The Number comes up as unavailable even when its on the approved list.