1571 service has not worked since early April

[Pippadoll99]

My Mum has landline only, no internet. I have 3rd party password to go on the TalkTalk Forum as she is partially sighted. She rang TalkTalk on 26/4/24 and reported the issue with her 1571 service not working. The agent advised her that they will report it and to allow 5 to 10 working days for it to be rectified. My Mum phoned TalkTalk again on 11/5/24 as the 1571 service has not been fixed. The agent advised her that if she agrees to have Voicemail Plus for £1 a month she will have the service from midnight. My mum was not happy that her free service was now going to be charged £1 a month for a new name, but she felt she had no choice so agreed. It is now Monday night and there is still no 1571 service. Please can you help as she has tried nice now via telephone and is no further forward. Thank you.

[Michelle-TalkTalk]

Good morning,

I'm really glad to hear this and thank you for letting us know 🙂

Thanks

Michelle

[Pippadoll99]

Hi Michelle,

CEO team made contact yesterday afternoon and again just now. I have just confirmed with them that the 1571 service is now back in working order. Thank you so much for escalating it. It is such a relief for my Mum to have her message service back in working order. Many thanks for all the hard work you do on this forum, it is very much appreciated 

regards

[Michelle-TalkTalk]

Hello,

Have our CEO Complaints Team been in contact?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Pippadoll99

I'm really sorry to hear this.

Our CEO complaints team can also take a look at the bill and charges for your mum, once they have resolved the 1571 issue.

[Pippadoll99]

Ok thank you for updating me. My mum has now had her new phone bill and is being charged for voicemail plus £1 , plus a 20p part month charge . 

[Michelle-TalkTalk]

Good afternoon,

My colleagues have been unable to resolve this for me so I've contacted our CEO Complaints Team and they will be investigating this and will make contact with you directly.

Thanks

Michelle

[Michelle-TalkTalk]

Good afternoon,

Thank you and sorry for the delay.

Michelle

[Pippadoll99]

Hi Michelle,

thank you for the update. 
pippadoll99

[Michelle-TalkTalk]

Hello,

I just wanted to let you know that we're still trying to resolve the 1571 issue here and will keep you updated.

Michelle

[Michelle-TalkTalk]

Morning,

Thanks for re-checking. I'll go straight back to my colleague now.

Thanks

Michelle

[Pippadoll99]

Retested and 1571 service still not working.

[Michelle-TalkTalk]

Good morning,

My colleague has advised that they have made a change yesterday. Could you retest the 1571 service at some point today and let us know if there is any change please?

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I've escalated this straight over to our Faults Escalation Team now for investigation and I will let you know as soon as I receive an update back. It's possible that the team may also try and contact you directly.

Thanks

Michelle