No landline or internet - vulnerable customer

fnewlove — Thu, 09 Nov 2023 18:07:05 GMT

Any advice please

My 84 year old dad is a Talk Talk customer and in the process of a switch over to full fibre. He has just come home from hospital after a heart attack and a triple heart by pass. This morning he realised the land line was off. Tonight the internet. I have spent over 5 hours on the phone today trying to get an engineer with a modem out to him. No luck. Any suggestions please

Re: No landline or internet - vulnerable customer

Gliwmaeden2 — Thu, 09 Nov 2023 21:10:50 GMT

With so much going on at once, is it possible for him stay with family meanwhile, to be sure of being within reach of a working landline? Something to sort out while he is in a period of recovery!

There are no staff on here at this time in the evening or overnight, @fnewlove.

They respond Monday to Friday during the day. At the time of agreeing to the switch, it should have been ascertained that he would need to keep a working phone number, using VOIP.

To set it up afresh can be complicated - staff will explain, and also advise about what's going on with the internet. Normally a router: Eero or the Sagemcom Hub 2 would have been sent out by the day of the switch or with the engineer, at the time.

Your father shouldn't simply have no service, obviously, so some communications may have gone astray, perhaps during the hospital admission.

Do you have Power of Attorney / Authority to Act on his behalf? That will make this a lot easier and would be wise setting up for the future.

https://community.talktalk.co.uk/t5/Articles/Power-of-Attorney-Authority-to-Act/ta-p/2205181

Also, Talktalk needs to be officially informed if he is in a vulnerable situation with his health.

https://community.talktalk.co.uk/t5/Articles/Registering-your-accessibility-requirements/ta-p/2583020

Staff will need to know both your details and his, and it is really better if he joins the community in his own right when he is feeling able.

Staff would normally only deal directly with the account holder unless you are a nominated user etc.

https://community.talktalk.co.uk/t5/Articles/Nominated-user/ta-p/2205256

Please complete your community forum profile details in Personal Information, and, at the end of that section, in Private Notes, add your father's name, address, landline number, mobile number, account number. SAVE CHANGES.

You access the profile area via your avatar/name; settings; drop down menu.

Re: No landline or internet - vulnerable customer

Debbie-TalkTalk — Fri, 10 Nov 2023 07:00:24 GMT

Hi fnewlove

I'm so sorry to hear this.

Please can you add your name, the account holders name and TalkTalk landline/account number to your Community Profile. We can then take a look at this for you. (please do not post any personal information on this thread)

Thanks

Debbie

topic Re: No landline or internet - vulnerable customer in Full Fibre

No landline or internet - vulnerable customer

Re: No landline or internet - vulnerable customer

Re: No landline or internet - vulnerable customer