topic Re: Digital phone not registering in Home Phone

Digital phone not registering

Blakeyems — Tue, 10 Dec 2024 21:59:51 GMT

I had broadband and digital phone service installed 25th November for my vulnerable elderly mother.
broadband is ok but no phone line and message that its not registered.
I’ve spent many hours on different calls to different people with no luck in getting it fixed. Each time told to wait 3-5 days. No updates and then another few hours on the phone starting all over again. Been put in priority service due to vulnerability but today told after ages on the chat that system is down and I’ll have to call back. Absolutely disgraceful service. I’m not too tech savvy so don’t know what else to do.

Re: Digital phone not registering

Gliwmaeden2 — Tue, 10 Dec 2024 23:31:34 GMT

@Blakeyems, was this therefore a Full Fibre service with VOIP, for your mother?

Please clarify the exact description of the package and was she already a Talktalk customer, so upgrading, or is she a new Talktalk customer?

Those details will help other customers trying to follow the thread.

Staff will be back on here during the day. It's very important that you complete your own community forum profile and add your mother's details too.

Please go via your avatar; settings; drop down menu.....add your own Talktalk phone number or account number in Personal Information.

Near the end of that section, in Private Notes, add your mother's details, address, phone number and account number. SAVE CHANGES.

Staff need this information to identify her account.

Do you have Power of Attorney / Nominated User status to help her with this? Talktalk staff otherwise prefer to speak directly to the account holder.

Re: Digital phone not registering

Anonymous — Wed, 11 Dec 2024 06:47:00 GMT

Morning,

I'm really sorry to hear this. Please can you add your mum's account number, full name and an alternative contact number to your Community Profile and I will escalate this straight away for you. Please post back here to confirm once these details have been added. Please do not post any personal information on the Community.

Thanks

Michelle

Re: Digital phone not registering

Blakeyems — Wed, 11 Dec 2024 10:12:59 GMT

Thanks for the reply.

Yes the package is Full Fibre service with VOIP as a new contract. I have POA. I will try and navigate back to my avatar details and add those all in and save. Many thanks.

Re: Digital phone not registering

Anonymous — Wed, 11 Dec 2024 10:35:14 GMT

Hello again,

Thank you for updating the details in your profile. I've escalated this as a priority to our Faults Escalation Team and asked that this is picked up straight away. I'll post back as soon as they reply, however they may also try and contact you directly.

Re: Digital phone not registering

Anonymous — Fri, 13 Dec 2024 05:55:24 GMT

Good morning,

I did pass your comments over to our CEO Team yesterday. Have they made contact again?

Thanks

Michelle

Re: Digital phone not registering

Anonymous — Wed, 18 Dec 2024 07:25:32 GMT

Morning,

Just checking back in to see how you're getting on and if the fault has now been resolved?

Thanks

Michelle