Has Callsafe really been withdrawn for digital voice connections or is it faulty?

[Stephen123]

Hi,

I have been running full fibre with digital voice for >two years with Callsafe having seamlessly moved across from my former PSTN connection with the same telephone number.

About a month ago I noticed that Callsafe didn't appear to be running - confirmed both in My Account and by dialling 1472. I was offered the opportunity to activate the service via 1472 - implying it had been switched off - and have since been talked through both that route and activating it in My Account by the 1st line support team; I've done this a number of times with no success. A case was raised with TT customer support on 12th Feb and after a week or two of chasing I was promised at least one callback from the escalation team at a specific time that was never honoured.

Today, I've seen the following when going into my Callsafe management page....................

If true, this is surprising and rather disappointing, particularly given that Callsafe is still front and centre of the Digital Voice advertising - as well as being a useful service: 

https://www.talktalk.co.uk/digital-voice 

Does anyone have any information on the status of Callsafe for digital voice customers please, or is there a general fault with it that is been worked on in the background? I know it isn't just my account as I know of another a TalkTalk setup similar to mine and Callsafe is also misbehaving for that VoIP line and a similar "not available with digital voice" message has appeared in that account's Callsafe page.

Thanks,

Stephen

[Arne-TalkTalk]

Hi Stephen123 

I will log it to the My Account team to investigate

[Scotty46]

Hello ... I have same problem as you ... worked fine for a couple of years and now doesn't.  Had 3 hours + on the phone to Talktalk "experts" none of which could fix or even understand the problem and just kept transferring me to someone else. Just wondered if you managed to get a resolution ?  Thanks

[Stephen123]

Hi @Arne-TalkTalk ,

Thank you, Callsafe looks to have been reset successfully and is now screening calls again.

The system has dropped previously approved numbers as anticipated, however Callsafe menu options are still missing in My Account, albeit it is back being listed as an active add-on on the My Package & Add-ons page:

Under My Account, Packages and upgrades, My package and addons (https://service.talktalk.co.uk/packageandservices), I still have no option to Manage Callsafe and if I navigate from a bookmark directly to https://service.talktalk.co.uk/CallSafe, which I believe should be the management page, I still see the following displayed under by account and landline number.

Thanks for getting it this far - is there anything further that can be done to force My Account to fully recognise it's a valid option?

Regards,

Stephen   

[Arne-TalkTalk]

Hi @Stephen123

Can you test that callsafe is working now?   

You may have to re-add approved numbers to the list in My Account

[Arne-TalkTalk]

Hi Stephen123

I haven't been made aware of any changes to Callsafe with ViOP,  the service appears as active on this side and has been since 2018.  

I will see what information I can find.