topic Re: My Callsafe facility has disappeared from My Account in Home Phone

My Callsafe facility has disappeared from My Account

aa2000 — Wed, 09 Apr 2025 11:54:02 GMT

My Callsafe facility has disappeared from my My Account and today, a couple of callers calling me from numbers that I had previously Callsafe-authorised, have had to go through the authorisation process again to get through to me.

FYI, the Callsafe facility dialling 1472 still 'appears' to be working, as is my Caller Display.

Re: My Callsafe facility has disappeared from My Account

sabelo-TT — Wed, 09 Apr 2025 12:07:41 GMT

Hello there @aa2000,

Thank you for notifying us about this matter.

I just wanted to check in—are you currently unable to see CallSafe as an option when you look at your MyAccount?

Re: My Callsafe facility has disappeared from My Account

aa2000 — Wed, 09 Apr 2025 12:14:09 GMT

Correct @sabelo-TT

Re: My Callsafe facility has disappeared from My Account

sabelo-TT — Wed, 09 Apr 2025 12:25:02 GMT

Thank you for clarity @aa2000. Let’s see if we can find the CallSafe option together. Just follow these simple steps:

First, log in to your MyAccount.
Once you’re logged in, click on your profile name at the top to open a drop-down menu.
In that menu, look for and click on 'Packages & Upgrades.'
Next, select 'My Package and Services' from the options available.
On the 'My Package and Services' page, you’ll see a section called 'My add-ons.'
Click on 'My add-ons,' and you should be able to see the CallSafe option there

Please notify once done 🙂

Re: My Callsafe facility has disappeared from My Account

aa2000 — Wed, 09 Apr 2025 12:38:40 GMT

Ok @sabelo-TT , I have logged in and (as I always have done), clicked on 'Manage Your Package'. This takes me to the page headed 'My Package & Add-Ons'. Callsafe was always found on this page, but as I reported, it has disappeared.

Re: My Callsafe facility has disappeared from My Account

Gliwmaeden2 — Wed, 09 Apr 2025 12:51:11 GMT

@sabelo-TT, it is often the case that such things disappear from My Account.

It frequently happens with the call boosts too.

My Account often has major similar faults.

Re: My Callsafe facility has disappeared from My Account

sabelo-TT — Wed, 09 Apr 2025 12:59:08 GMT

@aa2000 thank you for confirming with feedback as I have just double checked with the team on my end and have reported no faults with MyAccount.

Just to double check, have you tried accessing your MyAccount using a different browser on your end to see if the issue still persists? For example, should you be using the FireFox browser... Try using the Google browser please.

Re: My Callsafe facility has disappeared from My Account

aa2000 — Thu, 10 Apr 2025 06:16:50 GMT

Ok @sabelo-TT , I usually use the Brave browser and I just tested the Edge browser and the issue still persists there too.

I notice a post in here from another customer who recently switched to VOIP and who is having Callsafe issues. I have been on VOIP for a number of months and this issue has only just arisen.

Just to add that I am also a Nominated User for two of my friend's TalkTalk accounts. Both are FTTC (non-VOIP) accounts and in both cases, the Callsafe facility appears in the correct place in their accounts, so this is not a browser problem.

Re: My Callsafe facility has disappeared from My Account

sabelo-TT — Thu, 10 Apr 2025 09:01:10 GMT

Hello there aa2000, I just wanted to check if the issue still persists as I have alerted the team about this matter and were working to get this resolved.

Re: My Callsafe facility has disappeared from My Account

aa2000 — Thu, 10 Apr 2025 09:10:45 GMT

Yes I checked this morning and the issue still exists.

Re: My Callsafe facility has disappeared from My Account

sabelo-TT — Thu, 10 Apr 2025 09:23:18 GMT

Thank you for this as I do apologise for any difficulties caused.

If I may kindly ask, have you tried using a different device on your end to check if these would still not be visible?

Re: My Callsafe facility has disappeared from My Account

aa2000 — Thu, 10 Apr 2025 09:48:31 GMT

Yes have tried on 2 separate laptops and on my Mobile and get the same issue.

Just to repeat that yesterday I received two calls from numbers that I had previously Callsafe-authorised and which should therefore not have required my authorisation yesterday.

Re: My Callsafe facility has disappeared from My Account

sabelo-TT — Thu, 10 Apr 2025 10:32:46 GMT

Thank you for feedback. aa2000, I have sent over a private message requesting minor information about the matter as it is currently under investigation.

Please refer to the private message and we will take it from there onwards.

Re: My Callsafe facility has disappeared from My Account

aa2000 — Fri, 11 Apr 2025 07:19:38 GMT

Hi @sabelo-TT Further to your request, please see below a screen print of the My Account page reached from the Dashboard by clicking on 'Manage your package' . The CallSafe facility used to be located under the 'My telephone' heading, but as advised, it has totally disappeared. 😞

Re: My Callsafe facility has disappeared from My Account

Chris-TalkTalk — Fri, 11 Apr 2025 07:30:16 GMT

Hi aa2000,

Just to confirm, CallSafe appears to be working as expected it just isn't currently visible in My Account?

Chris

Re: My Callsafe facility has disappeared from My Account

aa2000 — Fri, 11 Apr 2025 07:40:32 GMT

Hi @Chris-TalkTalk

The main Callsafe facility with lists of my authorised and blocked phone numbers is not visible in My Account AND I'm also not convinced it is working properly, as calls recently received from two previously 'Callsafe-Authorised' numbers had to go through authorisation again before we could speak.

If I dial 1472, I get the usual Callsafe prompts and Callsafe IS showing in my telephone 'Add-Ons' in My Account.

Re: My Callsafe facility has disappeared from My Account

Chris-TalkTalk — Fri, 11 Apr 2025 07:42:47 GMT

Have you received any further calls from the two numbers? If you have did they go through OK?

Chris

Re: My Callsafe facility has disappeared from My Account

aa2000 — Fri, 11 Apr 2025 07:55:29 GMT

I had to Callsafe-Authorise both numbers the other day by dialling '1' . One of those numbers just called me and the call came through ok.

Re: My Callsafe facility has disappeared from My Account

Chris-TalkTalk — Fri, 11 Apr 2025 08:09:53 GMT

OK thanks. CallSafe is showing enabled at our side so it should continue to work OK but if you have any further problems with it just let us know

Chris

Re: My Callsafe facility has disappeared from My Account

aa2000 — Fri, 11 Apr 2025 08:16:32 GMT

Thanks but I'm sorry @Chris-TalkTalk I don't consider that response is good enough. I want to know that callers I have authorised will always get through. The fact that two previously Callsafe-Authorised calls were met with the Callsafe prompt does not fill me with confidence. I do not want to lose calls from callers who are met with Callsafe prompts and who subsequently hang up. Please pursue this with your Callsafe team to reinstate my Callsafe lists. Thanks.