topic Re: Callsafe not turning on. Appalling chat customer service again in Home Phone

Callsafe not turning on. Appalling chat customer service again

jon1967 — Wed, 22 May 2024 15:37:42 GMT

Says its turned on when you hit the button on web and wait a few minutes . Doesnt turn on.

Also tries 1472

Spent hours on chat support . Told its actually a couple of hours then 24 hours to work and is still not on and no reason why its so problematic

Im on digital voice so im taking wild guess it doesnt work on digital voice or is not working correctly

Any help by mods much appreciated.

Re: Callsafe not turning on. Appalling chat customer service again

Divsec — Wed, 22 May 2024 16:52:57 GMT

Hi @jon1967 I had this issue back in the analogue days and found that either using a different browser, or clearing the cache on my preferred allowed the macro (or whatever) on the website to do it's job.

Your post has been escalated so the pros will be in touch with a good answer during tomorrow.

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Thu, 23 May 2024 11:18:59 GMT

Hi @jon1967

Sorry that you are having problems

Callsafe will work with VIOP it looks like the order to activate it is stuck in pending.

I will log this as a fault to move this to activated.

Re: Callsafe not turning on. Appalling chat customer service again

jon1967 — Thu, 23 May 2024 18:32:22 GMT

Hi any update please

Tia

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Fri, 24 May 2024 06:29:31 GMT

It will take a bit longer unfortunately

Re: Callsafe not turning on. Appalling chat customer service again

jon1967 — Tue, 28 May 2024 19:43:52 GMT

Any update / Eta please ?

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Wed, 29 May 2024 09:17:45 GMT

Sadly not, its with the development team, it looks to be part of a bigger issue, will keep you updated when I get an update.

Re: Callsafe not turning on. Appalling chat customer service again

jon1967 — Fri, 31 May 2024 11:30:19 GMT

Is there any way this can be escalated if not already please. I feel sure somebody could hack it on in the background if not sort me being able to do it

Cheers

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Fri, 31 May 2024 13:23:00 GMT

its with the only team that can do that, but ill see what I can do

Re: Callsafe not turning on. Appalling chat customer service again

jon1967 — Wed, 05 Jun 2024 11:54:43 GMT

Any joy ?

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Fri, 07 Jun 2024 10:23:42 GMT

Sadly still no updates on this. Sorry.

Re: Callsafe not turning on. Appalling chat customer service again

jon1967 — Thu, 13 Jun 2024 16:36:18 GMT

I feel like after over 3 weeks a bit of an explanation is appropriate / maybe further escalation . If its not just me then maybe others might want to know whether theyre going to have a problem with this feature .

Thanks

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Fri, 14 Jun 2024 07:33:32 GMT

I can tell you what the problem is , but it wont make sense , the order to modify your account is stuck in our Service Order Management system, this is part of an ongoing bug that developers are working to fix, when a bug is being fixed it has to fully tested before being implemented.

Re: Callsafe not turning on. Appalling chat customer service again

jon1967 — Fri, 05 Jul 2024 15:26:08 GMT

Hi just got an email to say my fibre is live .. despite it being live for many months

If this is not related to sorting this out please humour me with the explanation as to where were at now . I work around IT and im not really buying even a full fix taking this long to release without a hack to sort temporarily sorry

Ps didnt mean to press fixed button ..

Thanks /regards

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Mon, 08 Jul 2024 09:23:43 GMT

Hi @jon1967

The order that was stuck in our system has been removed now, this caused all the subsequent orders that were behind it to complete which triggered those emails.

We will be able now to request callsafe again.

Re: Callsafe not turning on. Appalling chat customer service again

jon1967 — Mon, 08 Jul 2024 10:19:56 GMT

Ok thanks for update

When you say "we" do you mean either of us /your end only

Regards

Re: Callsafe not turning on. Appalling chat customer service again

Arne-TalkTalk — Mon, 08 Jul 2024 11:17:24 GMT

I will do it from this side