Grandmother cant ring out

[Church90]

When my nan trys to ring out the message below is all she gets, she can recieve incoming calls, also doesn't have any broadband so her landline is her only means of communication. 

"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."

Any help would be great.

[Arne-TalkTalk]

Hi @Church90

It looks like the account has exceeded the usage limit of £19 by 63p, hence the divert, this has been caused by a few calls lasting over an hour.  

I have increased the limit to allow calls to be made, if you can let your nan know that she has free calls upto an hour long before they become chargeable to avoid this happening again. 

Regards

[Gliwmaeden2]

Did you follow the detailed directions in my reply, @Church90?

[Church90]

Good morning 

I think I've done that but not completely sure how to.

[Arne-TalkTalk]

Hi @Church90

Can you add your nan's landline number to your community profile. 

Thanks 

[Gliwmaeden2]

@Church90,

Staff won't be back on here before Thursday to help with this.

If problems continue, ensure that you have completed your own profile details and added full details too for your mother.

[Is the account in her name or yours?]

Is your mother set up for help with accessibility? Make sure that's done for the longer term. The helpline is open for accessibility and technical problems on 1st January:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

You may want to reach out to them if you have problems sorting out whether or not that bill was paid. 

Its also worth looking into PoA, or even just nominated user status for you to help her, as security always has to be passed. Use the forum search engine to find information about these.

For support on the forum, go via your avatar; settings; drop down menu....complete your own details in Personal Information. Add your mother's full name, address, account number, Talktalk phone number and an alternative number in PRIVATE NOTES, near the end of that section. SAVE CHANGES.

Forum staff may be able to check the status of her account but won't reply before Thursday at the earliest. 

[Church90]

I'm not with her, I pay her bills and they are all up to date as far as I'm aware.

She can't do the options either as she's hard of hearing. 

[ferguson]

Have you been present to hear that message for yourself? If so, have you tried the options offered? It looks like a restriction of services due to a non payment of a bill, is that possible?