Your Account

Stephen123 · ‎05-03-2025

Hi,

I have been running full fibre with digital voice for >two years with Callsafe having seamlessly moved across from my former PSTN connection with the same telephone number.

About a month ago I noticed that Callsafe didn't appear to be running - confirmed both in My Account and by dialling 1472. I was offered the opportunity to activate the service via 1472 - implying it had been switched off - and have since been talked through both that route and activating it in My Account by the 1st line support team; I've done this a number of times with no success. A case was raised with TT customer support on 12th Feb and after a week or two of chasing I was promised at least one callback from the escalation team at a specific time that was never honoured.

Today, I've seen the following when going into my Callsafe management page....................

If true, this is surprising and rather disappointing, particularly given that Callsafe is still front and centre of the Digital Voice advertising - as well as being a useful service:

https://www.talktalk.co.uk/digital-voice

Does anyone have any information on the status of Callsafe for digital voice customers please, or is there a general fault with it that is been worked on in the background? I know it isn't just my account as I know of another a TalkTalk setup similar to mine and Callsafe is also misbehaving for that VoIP line and a similar "not available with digital voice" message has appeared in that account's Callsafe page.

Thanks,

Stephen

Gliwmaeden2 · Tuesday

Sadly an awful lot just doesn't seem to be working well at the moment, @Iusedtobestephen123 and it's all a terrible time waster for customers.

You are not the only one who's been unable to get back to your original forum id.

I think I'll move all this to the billing section, because that area deals with the behaviour of My Account [and by association, possible problems with forum log in].

Gliwmaeden2, a fellow customer.

Iusedtobestephen123 · Tuesday

...and having posted the above, I've received a confirmation of a reply to the original post addressed to "stephen123" at the "illegal" @talktalknet address.......

Iusedtobestephen123 · Tuesday

Hi @siphosethu-TT , as per my (new) username, I'm the OP.

Callsafe has been working well since my reply to @Arne-TalkTalk on 13th March in as much as it can be managed from a phone handset and is screening calls. I still can't manage it from My Account, there appears to be no link provided but using a bookmarked https://service.talktalk.co.uk/CallSafe still shows the message insisting that Callsafe isn't offered with Full Fibre......

Unfortunately, caller display failed (again) shortly after 13th March - all incoming calls are still showing as "anonymous out of area" but this coincided with me being locked out of My Account just after the new linking of My Account and our Support Community accounts. I was eventually told this lockout was apparently because I was using a talktalk.net email address and TT doesn't trust these (any more??) so I was trying to deal with that and not caller display.

Once I was back into My Account after supplying a non-TT email address I found that my stephen123 support account was in some sort of loop where it was not opening automatically from MyAccount as it had been doing after initially linking it, however the Community login page was back to asking me to link a Support account but then telling me that stephen123 had already been linked and it wouldn't progress any further. I couldn't get to any online help and tbh couldn't face a phone call so have set up this new Support Community account. It would be great if someone could help get me back into my original stephen123 account please, if that is still feasible. Seeing similar issues mentioned in other posts, I've tried Firefox and DuckDuckGo as alternatives to Chrome and Edge but it still doesn't appear to work as I can only now apparently enter an email address rather than the Support account name and both the old, "illegal" @talktalk.net address and the new one on a non-TT domain resolve to the Support account from which I'm posting this reply.

Too many issues there for one post about Callsafe I know......

Help on any of the above from the Support Team would be welcome, or do I need to post separately under different topics?

Thanks, Stephen

siphosethu-TT · ‎22-04-2025

Hi there Stephen123, please confirm if you are still experiencing the same issue. Thanks

hughg1 · ‎21-04-2025

Sorry. Have started new topic.

Hugh G

Gliwmaeden2 · ‎21-04-2025

@hughg1, for help with this issue, please return to the message board and click on start a topic rather than posting on another customer's old thread.

Staff prefer this, to avoid any confusion in the replies, and it prevents notifications of replies being sent to other people.

Gliwmaeden2, a fellow customer.

hughg1 · ‎21-04-2025

Hello,

I have been chasing CallSafe problem for 2 months. My problem has been escalated a couple of times but no resolution. I lost access to Community so didn't see that others have similar problems. MyAccount claims CallSafe is active and 1472 answers as CallSafe but option 1 states a problem and to call 150 to resolve. MyAccount for current landline doesn't give any option to manage CallSafe. If I switch to number that was disconnected 7 years ago there is an option to manage CallSafe. Selecting manage leads to the message from above about not working with full fibre.

Hugh G

Arne-TalkTalk · ‎17-03-2025

Hi Stephen123

I will log it to the My Account team to investigate

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips

Scotty46 · ‎14-03-2025

Hello ... I have same problem as you ... worked fine for a couple of years and now doesn't. Had 3 hours + on the phone to Talktalk "experts" none of which could fix or even understand the problem and just kept transferring me to someone else. Just wondered if you managed to get a resolution ? Thanks

Stephen123 · ‎13-03-2025

Hi @Arne-TalkTalk ,

Thank you, Callsafe looks to have been reset successfully and is now screening calls again.

The system has dropped previously approved numbers as anticipated, however Callsafe menu options are still missing in My Account, albeit it is back being listed as an active add-on on the My Package & Add-ons page:

Under My Account, Packages and upgrades, My package and addons (https://service.talktalk.co.uk/packageandservices), I still have no option to Manage Callsafe and if I navigate from a bookmark directly to https://service.talktalk.co.uk/CallSafe, which I believe should be the management page, I still see the following displayed under by account and landline number.

Thanks for getting it this far - is there anything further that can be done to force My Account to fully recognise it's a valid option?

Regards,

Stephen