Can't make outgoing call on landline

[Dugg25]

Hi there,

I have just noticed as of today (Wed 23rd July 2025) that I'm unable to make outgoing calls on my landline. I receive an automated message stating the following "You have been automatically put through to TalkTalk to reactivate this phone number but we need to speak to the account or password holder. If they're not available right now please get them to give us a call. Thanks. To make a payment or check your balance using our automated service, press 1 or to speak to one of the team, press 2."

I will also add that I recently renewed my contract on the 8th July 2025 with the Fibre 35 package (£34 per month) and at the same time purposefully removed the Unlimited UK Calls boost.

Any help with reactivating my landline for outgoing calls is much appreciated, thank you.

[siphosethu-TT]

You are most welcome, I'll let her know as well. Take care, I'm sure you know where to find us should you require any help in future. 😇

[Dugg25]

Okay Mandisa, thank you again for your help and advice - it's much appreciated.

[mandisa1-TT]

If you make a minimum payment, it will bring the balance under the monthly usage limit. If services are still not reactivated after 2hours you can contact the collections team on 0345 1720 029 - Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed or chat in with them using the following live chat link: https://community.talktalk.co.uk/t5/Articles/Ways-of-contacting-us/ta-p/2230529

 

[mandisa1-TT]

I would advise on making a full payment so that the bar can be removed. However If the communication, you received advises you to make a minimum payment you can proceed. 

 

[Dugg25]

Hi Mandisa, thank you very much for your reply here and the private message. You state that my usage limit is £19.00 and I have an unbilled amount of £20.02. After having a bit more of a detailed look around my account, I see a message that states the following "You have exceeded this month's £19 usage allowance by £1.02. To resume making phone calls and allow you to use your service again, we recommend making a minimum payment of £3.87. Your services should be restored within 1 hour of your payment being received".

So rather than paying the full amount £20.02, I can instead make a minimum payment of £3.87 and this will reactivate my landline for outgoing calls. Hope I have understood this correctly but would also like confirmation first.

Thanks again.

[Mandisa-TT]

Hi @Dugg25 I completely understand, I will send you a private message to let you know how much you need to pay to have your landline working again. 

[Dugg25]

Thank you very much for your reply. I have clicked the link "making a payment for your unbilled usage in My Account" from your message and see that it allows me to make a one off payment but there is no amount specified. How do I find out what the minimum amount I need to pay is to have my landline reactivated for outgoing calls or are you able to look into this detail for me and let me know. It seems I have the option to wait until the 4th August 2025 when the usage allowance will be reset but that is very inconvenient as you can imagine. Thanks again and hope to hear back from you soon.

[nambuso-TT]

Hi there @Dugg25. I am very sorry to hear this.  If you reach your monthly allowance, your services will be restricted and you’ll no longer be able to make calls or buy or rent movies. However, you can still receive calls and make calls to the Emergency Services. You'll also still be able to get online with totally unlimited broadband and watch all your favourite shows on TalkTalk TV.

Please note: There may be a delay of a few hours between reaching your monthly allowance and the block taking effect. During this time, call and TV costs can still be incurred.

You can quickly get your services back up and running again by making a payment for your unbilled usage in My Account or by calling our automated payment line on 0345 172 0040. Charges apply if you aren't calling from a TalkTalk landline. For other ways to pay, take a look at payment methods and paying your bill.