TalkTalk Onetel - Over-Ride Telephone Service

[happyman]

I've been a TalkTalk OneTel customer for as long as I can remember.  My records go back as far as early 2000's but I don't know exactly when I joined.

I have had their over-ride service since that point (Around 25 years now!) and still use it (although infrequently) to this day.

Following the TalkTalk security breach many years ago online billing was removed and everyone was reverted to paper billing.  The last bill I received was in May 2023 but haven't had anything since.  The service is still active.

I read that a lot of legacy customers were moved over to a new provider but I wasn't one of them.

Is there any way to access bills, check the account balance and make payments?

Thanks in advance

[sabelo-TT]

Thank you for confirming with feedback as you can reach out to the team using 0345 172 0044 Monday - Friday: 9am - 7pm ; Saturday: 9am - 6pm ; Sunday: closed

[happyman]

@sabelo-TT - Hi.  They have been closed since I posted my message.  I will contact them when they re-open this morning and post an update.  Thanks.

[sabelo-TT]

@happyman, just to double check if you were able to make the call to our Mobile team for assistance with your bills? Kindly confirm with feedback once you have received this message. 

[happyman]

@Gliwmaeden2 - Thank you.  I will try and make contact.

That's a very useful link.  My account was never moved over to an equivalent package and still showed as remaining on the legacy plan all these years.

Thanks again for your help.

[Gliwmaeden2]

@happyman, the mobile team is reachable through 03451 720088 as listed on their schedule and similarly via Chat.

So you should try to speak to mobile services, not billing.

You should have billing information on your old paper bills that should help them identify you - but read this for what should have happened when they moved you across to Talktalk:

https://community.talktalk.co.uk/t5/Articles/Onetel-customers-moving-to-TalkTalk/ta-p/2387554

Forum support staff definitely cannot help with this.

See:

https://community.talktalk.co.uk/t5/Mobile/Do-you-need-help-with-your-TalkTalk-Mobile-service/td-p/3...

[happyman]

@Gliwmaeden2 - Thanks for your reply.  Although it uses the same billing system it is for landline services.  I was hoping the forum support staff might be able to assist.

I've tried calling TalkTalk OneTel customer services 0800 957 1100 / 0113 318 4918 but it just doesn't recognise my landline number so I can't get any further.  Regular TalkTalk customer services don't know what I'm talking about.

[Gliwmaeden2]

Thanks for the clarification, @happyman.

You'd be best speaking directly with the mobile team when they are open [phone:Monday to Saturday; chat is also open today].

Information:

https://community.talktalk.co.uk/t5/Articles/About-your-TalkTalk-mobile-bill/ta-p/2204384

The community forum support staff cannot help with matters to do with mobile services. 

[happyman]

P.S.  The e-mail from them back in 2016 said:

"We know you’ve been unable to view your monthly bills online, due to ongoing work being done to our My Account system.

We’re sorry it’s taking so long and we ask for your patience.

In the meantime, to make sure you can view your full bills, we’re going to switch you to paper billing (without the usual extra charge).

Your bill and payment due dates will stay exactly the same, but your bill will now arrive by post.

Once again we apologise for the inconvenience, and when things are back to normal we will switch you back to your online billing preference."

It's been paper billing ever since (at no charge).

[happyman]

@Gliwmaeden2 - Thanks for your reply.

OneTel did specifically state that due to the online billing not being accessible via the OneTel website they would change customers over to paper billing at no additional cost.  Their billing site was completely separate from the TalkTalk billing.

It isn't possible to set up an online account for old OneTel accounts (I've tried it already many times).  I believe it uses the same billing system as the old TalkTalk mobile accounts.

The only charges are for phone calls - there are no recurring monthly fees with this service (with free weekend and evening calls) so the amount owed will be a pound or two at the most.

I've got all my old bills, but as I mentioned, the last bill they sent me was May 2023.

[Gliwmaeden2]

For years, Talktalk has encouraged online billing and charges extra for those paper bills, @happyman.

It didn't change that after the 2015 hack.

You need to set up My Account - all customers are offered this at registration to avoid paying for paper bills and help keep track. It stores about a year's worth of bills, but anything further back you would need to pay for.

Surprised that there have been no debt collectors knocking on the door, if you've not been receiving  / paying bills for a couple of years! Did you keep old bills from back then?

Try registering the account details etc for online billing. 

Details here:

https://community.talktalk.co.uk/t5/Articles/Registering-for-My-Account/ta-p/2204774

Phone support is not open on Sundays but Livechat may be able to help:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529