Digital phone not registering

[Blakeyems]

I had broadband and digital phone service installed 25th November for my vulnerable elderly mother. 
broadband is ok but no phone line and message that its not registered. 
I’ve spent many hours on different calls to different people with no luck in getting it fixed. Each time told to wait 3-5 days. No updates and then another few hours on the phone starting all over again. Been put in priority service due to vulnerability but today told after ages on the chat that system is down and I’ll have to call back. Absolutely disgraceful service. I’m not too tech savvy so don’t know what else to do. 

[Michelle-TalkTalk]

Morning,

Just checking back in to see how you're getting on and if the fault has now been resolved?

Thanks

Michelle

[Michelle-TalkTalk]

Good morning,

I did pass your comments over to our CEO Team yesterday. Have they made contact again?

Thanks

Michelle

[Blakeyems]

Hi Michelle,

Today I have left mum for just a few hours and her mobile phone signal isn't always strong enough for me to check on her or for her to call me so as I now can't get hold of her, I will need to drive the 25 miles to check on her. If this cannot be resolved today, please advise how I cancel this contract so I can find an alternative supplier. If you can pass this message to the CEO Team I would be appreciative as I am waiting to hear back from them and again feel in limbo not knowing what is going on and how long it will take. Many thanks. Emma.

[Michelle-TalkTalk]

Morning,

I'm glad to hear that they made contact and hopefully they will resolve this for you quickly. I'm really sorry that it has taken so long to resolve this fault for you and I'll check back in with you tomorrow.

Thanks

Michelle

[Blakeyems]

Yes Michelle, someone from the CEO Team rang me around 3pm yesterday. They are sure they know what the issue is but just waiting confirmation from another team and then someone will be in touch again. I am hopeful this can be resolved today as I am unable, to leave my mother for any period of time without a landline alone so since moving in on the 25th November I am having to stay with her which isn't ideal when I have my 92 year old father living with me that needs care too. Fingers crossed today will be a good day. Thank you for checking in with me. I do appreciate it. 

[Michelle-TalkTalk]

Morning,

Have our CEO Team been in contact since my last post?

Thanks

Michelle

[Michelle-TalkTalk]

Good afternoon,

I've now escalated this to our CEO Complaints Team and have asked that this be case managed.

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

I received confirmation straight away that they would be picking it up and our Welfare Team have also been included. Hopefully we'll know more shortly. I'll be keeping a eye on this for you too.

Thanks

Michelle

[Blakeyems]

Many thanks Michelle. Let's wait and see what happens if anything from here as this cannot go on any longer. I appreciate your help.

[Michelle-TalkTalk]

Hello again,

Thank you for updating the details in your profile. I've escalated this as a priority to our Faults Escalation Team and asked that this is picked up straight away. I'll post back as soon as they reply, however they may also try and contact you directly.

Thanks

Michelle

[Blakeyems]

Thanks for the reply.

Yes the package is Full Fibre service with VOIP as a new contract. I have POA. I will try and navigate back to my avatar details and add those all in and save. Many thanks. 

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. Please can you add your mum's account number, full name and an alternative contact number to your Community Profile and I will escalate this straight away for you. Please post back here to confirm once these details have been added. Please do not post any personal information on the Community.

Thanks

Michelle

[Gliwmaeden2]

@Blakeyems, was this therefore a Full Fibre service with VOIP, for your mother?

Please clarify the exact description of the package and was she already a Talktalk customer, so upgrading, or is she a new Talktalk customer?

Those details will help other customers trying to follow the thread.

Staff will be back on here during the day. It's very important that you complete your own community forum profile and add your mother's details too.

Please go via your avatar; settings; drop down menu.....add your own Talktalk phone number or account number in Personal Information. 

Near the end of that section,  in Private Notes, add your mother's details, address, phone number and account number. SAVE CHANGES. 

Staff need this information to identify her account.

Do you have Power of Attorney  / Nominated User status to help her with this? Talktalk staff otherwise prefer to speak directly to the account holder.