Not getting intermittent dial tone to notify of new voicemail

[PatriciaAbbott]

Hi,

I'm posting on behalf of my elderly mother who has Full Fibre and Voicemail plus on her landline.

She has noticed that for the past few weeks she no longer has an intermittent dial tone to notify receipt of a new voicemail.  She's not sure when this first started and I suspect it could be when her line was upgraded to Full Fibre towards the end of last year.

I found a similar post on this forum, which suggested powering off the router and fibre kit and restarting everything. We tried this, leaving it off for an hour before powering it back on, but the problem persists.

I spent an hour on your support chat session at the weekend, eventually chatting with a human who seemed unable to understand the issue despite me clearly stating the issue multiple times, I reluctantly gave up.

I suggested to my mother that she phone your Full Fibre Support Line, which she did today; wasting over half an hour and ending the call unable to speak to a person.

She is extremely frustrated and exasperated that such a small issue requires so much effort to get someone to fix.  She just wants to speak to someone who understands the problem with the service she if paying for and for them to sort it out.

Please help.

Martin

[fr8ys]

No problem.

Good luck.

[PatriciaAbbott]

Thanks for that, and apologies for overlooking your previous message.

[fr8ys]

As i previously advised, the complaints process is detailed at the foot of each web page, including this one.

[PatriciaAbbott]

Another month on without a fix.

My Mother has called the support line twice since my last post, each time she finds it hard work getting through to a human, and is eventually assured that the issue will be resolved.

She's absolutely fed up with the lack of customer service and would like an address to send a written complaint to.

Martin

[PatriciaAbbott]

Thanks for your input, and I appreciate that that the staff here can not directly assist.

I think we'll probably go down the route of a formal complaints procedure as there's a larger point here, which is that it shouldn't be this much effort for a customer to get a comms provider to resolve a relatively simple issue.

Martin

[Philile-TT]

@fr8ys thank you for your support

[fr8ys]

@PatriciaAbbott 

I can appreciate the frustration, but as advised staff here do not have access tp the necessary systems, so phoning is the best option.

You could try chat or of you wish to be more formal the complaints procedure is detailed at the foot of each web page. The latter may take a while, whist it is looked into, and then all other avenue cannot intervene and offer help, so might be worth trying phoning or chat first.

If you wish to chat online, there is a link on this page together with details of opening hours

https://community.talktalk.co.uk/t5/articles/our-live-chat-team/ta-p/2230529

[PatriciaAbbott]

Hello again,

It's been a couple of weeks since my mother contacted the Full Fibre support line, and despite her being told that it should be resolved in the next 5-7 working days, she still has the same issue. Understandably she is increasingly frustrated, and reluctant to jump through the hoops of contacting them again. We're both really disappointed by the support service provided.

Martin

[nambuso-TT]

Hi there @PatriciaAbbott. No problem. Please do let us know if you require any further assistance.

[PatriciaAbbott]

Thanks for your replies.  My Mother managed to get through to speak to someone on the number you provided, they acknowledged her issue and said that it should be resolved in the next 5-7 working days.

I will post again here after that time.

Martin

[nambuso-TT]

Hi there 

@PatriciaAbbott I am very sorry to hear about your recent experience with TalkTalk. Please do pass the number to your mother and let us know how it goes. As you have mentioned that your mother tried using the above number provided by @fr8ys, alternatively please use the following live chat link: https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

If that does not help please do let us know so we can explore other options. Thanks

@fr8ys Thank you very much for providing the information.

[PatriciaAbbott]

Thanks for that, I'll pass the info on to my Mother and see if she can try again with that number.

[fr8ys]

Hi @PatriciaAbbott 

Unfortunately the support team here do not have access to the full fibre systems at the moment, so the o ly way yo resolve this is to phone the Full Fibre Team.

Try phoning 03451720074
Opening Hours:
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