Cancelling Callsafe

[Bead1]

Hi,

I've been trying to cancel Callsafe before the charges start, following the instructions sent in the TT email.  It isn't showing on my list of boosts, so I can't do it online,  but I definitely have it.  Can you cancel it for me please?

[Philile-TT]

@Bead1 are you using the number 14258 to block? 

[Philile-TT]

Hi @Bead1 please allow me to investigate and advise further. 

[Bead1]

It never rains but it pours....

Just tried using the Last Caller Barred  option on my phone after getting a spam call.  It's ticked on my account as active but I get the message "sorry, the service requested is not available".  Is this to do with the previous Callsafe tangle?

[Mandisa-TT]

Hi @Bead1Thank you for sharing your feedback with us. I completely understand how frustrating it can be when the process feels complicated. I’ve checked your account, and I can confirm that the calling feature has been successfully switched off( callsafe). You should not see any charges for this add-on. Last Caller Barring was added on the 28.12.2025.

If you notice anything unusual or if the charge appears, please let us know right away—we’ll make sure it’s resolved promptly.

[Mandisa-TT]

Thank you @Gliwmaeden2 for your help, @Bead1 I understand your frustrations I will check on your account if the calling feature is active on the account.

[Bead1]

Hi Gliwmaeden,

I finally found the switch off option via a convoluted route in my account.  Whether it has actually worked remains to be seen.  It is disappointing that Talktalk has such a clunky account system that doesn't show the correct options - it really shouldn't be that difficult to switch off an add-on.  I'll be back with an update if I see the charge being applied...

I've very much appreciated your help and advice with this.  

[Gliwmaeden2]

@Bead1, did Live Chat finally get this sorted out for you?

One or two others posting have been in a similar boat!

[nambuso-TT]

Hi there @Bead1 I understand your frustration. Please try to use the live chat link below:

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

[Gliwmaeden2]

That's annoying, but at least it's proof (if they need it) that it's not just a technical  / engineering error but My Account has a fault and the Callsafe facility has definitely not been removed. 

A very irritating Talktalk tangle, and you don't want to have to ring up every month to get the £1.00 charge removed....

Hopefully it will be seriously looked into. ... and soon.

[Bead1]

Thank you Gliwmaeden.  I checked my account and it's not showing Last Caller Barring as an option, which would have been a useful work-around.  I'm guessing the callsafe function is causing this: "If you already use CallSafe then the Last Caller Barring feature does not display in My Account and you won't have the option to select it. "

[Gliwmaeden2]

@Bead1, just a thought [staff won't be back on here before Monday]:

What if you try adding Last Caller Barring in My Account. It's free anyway, and not meant to be possible alongside Callsafe?

It also means that you can block unwanted numbers. If you then try the 14258 number and you hear recorded message options, you'll know that's working. It shouldn't work if Callsafe is set up.

Hard to see how they can possibly charge you for an item that's not even listed in your My Account. 

Probably some sort of technical problem that's left it in place on your line.

Anyway, worth seeing if Last Caller Barring obscures it or just doesn't work if Callsafe is still there.

https://help-centre.talktalk.co.uk/Telephone/Telephone_Add_ons_and_settings/Using_Selective_call_rej...

[Bead1]

Well, I called the customer support team on 22 December and the gentleman I spoke to assured me that he had removed callsafe from my landline.  I checked today by calling the number from my mobile and the screening message is still there, so he didn't remove it.  I really want this taken off my phone and am disappointed that it's not being done.  I don't want to ignore it and hope for the best before the charges cut in.

[amahle-TT]

We are unable to do a test call on our end but if you call in it is possible here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed

 But as I did mention above that you shouldn't be charged as it is not showing on both sides.

[Bead1]

Thanks for checking Amahle.

I'd rather not be charged, and have to follow this up again, which is why I want it switched off.  If your team could call my home number you will hear the Callsafe message - "Calls to this number are being screened by Talktalk Callsafe.  Please leave your name..." etc

I'd be grateful if this can be checked up again and cancellation confirmed .

[amahle-TT]

Thank you for your time and patience, we have checked that since it is not showing on our end and on your end too comms should have been totally meant for someone else. But should you be charged kindly let us now.

Thanks for understanding!

[amahle-TT]

Please bear with me as I check further.

[Bead1]

Hi Amahle,

That's what I saw too.  But I had an email from TT saying "We’re getting in touch to let you know that from 11th January 2026 our CallSafe product will cost £1 a month. If you prefer to stop using CallSafe you can switch it off in My Account before 22nd January 2026 and you won’t be charged."

I just called my home number from my mobile and Callsafe screening is definitely still working, so it's still on.  It's just not showing on the account page.

[amahle-TT]

Hi there @Bead1, I have checked on my end and call safe is not showing on your account.

There is last caller barring and caller display.

[Bead1]

Hi Philile,

I haven't sorted it yet.  Could you cancel Callsafe for me please?

[Philile-TT]

@Bead1 please advise if you have sorted this out already?

@Gliwmaeden2 thank you for your support.