Caller display: international calls

[Lesley35]

I have had this problem before.  When I call Switzerland my number is showing as Singapore so the person is not accepting my call.  

#caller display #international

[Chris-TalkTalk]

Hi Lesley35,

Thanks for the update. I'm sorry to hear that you're thinking of leaving but there are details about cancelling your service here if you require them - Cancel your TalkTalk service - TalkTalk Help & Support

Chris

[Lesley35]

Got a call on Friday saying it had been sorted but when I rang Switzerland caller display was a UAE number!  Reported number via your new text service and update my Personal Profile information.  Waiting for another update from Faults.

What's my position on leaving TalkTalk when I am still within contract when a fault isn't being resolved?

[Michelle-TalkTalk]

Hi Lesley,

Ok thanks for confirming and hopefully they can resolve this ASAP for you.

Thanks

Michelle

[Lesley35]

It's okay. The Faults Team are already dealing with it. 

[Michelle-TalkTalk]

Morning Lesley,

I'm really sorry to hear this. Would you like me to escalate this back to our Fault Team for you?

Michelle

[Lesley35]

As I suspected the 'repair' to caller display lasted 24 hours.  I'm pretty fed-up with TalkTalk not getting to the bottom of this so will be looking at changing provider to one with a more resilient international telecommunications provider ie not Telia.

[Michelle-TalkTalk]

Morning,

Thanks for keeping us updated.

Michelle

[Lesley35]

So, the problem is with Telia who provide the network in Europe for TalkTalk. It's taken a while to get to the bottom of this. I've had two phone calls from the Faults Team who were able to see the problem but unable to fix it. The responsibility lies with Telia.  My caller display is currently showing the correct number. We'll see how long this lasts. I've been here before.  

Telia_Company 

[Michelle-TalkTalk]

Hello,

I'm glad to hear this and please let us know how you get on.

Thanks

Michelle 🙂

[Lesley35]

Yes, they have. They called me on Tuesday. They identified where the problem was. I should hear this afternoon if they have been able to repair it. 🤞

[Michelle-TalkTalk]

Good morning,

Have our faults team been in contact since my last post?

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thank you. I've passed this back over to our Faults Escalation Team and I'll let you know as soon as I receive an update.

Thanks

Michelle

[Lesley35]

Hi Michelle

I've put info in my private notes on my profile.

[Michelle-TalkTalk]

Hi Lesley,

Apologies for the confusion, we can't receive emails via the Community. If you would prefer to send your availability privately then please add this to the private notes section of your Community Profile.

Thanks

Michelle

[Lesley35]

I have emailed you the best time to call and I have put the caller display numbers in my community profile.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Could you confirm the best time for our faults team to call and we'll pass this back over to the team?

Thanks

Michelle

[Gliwmaeden2]

The last time, Talktalk needed to call you but there is no sign of a suggested time from you and no further reply, @Lesley35.

You need to keep checking correspondence on here to follow up, otherwise the topic just withers and falls out of the workflow. 

I'll re-escalate it for you. 

[Lesley35]

Caller display is still causing me problems. Showing a Singapore and a Swedish number when calling Switzerland. Why can't you get this sorted? This has been going on for months. 

[Debbie-TalkTalk]

Hi Lesley35

Apologies for this.

I will speak to the team now.

Can you provide further availability for when the team can call you?

[Lesley35]

I've not had a call. Can you give me an update on progress.