Help with dads account

[Susan143]

The account is in dad’s name and he is in hospital and has dementia and mum who is 91 can’t use the land line to make calls as she has gone over her limit and calls are being restricted. Until recently they had anytime calls but I think the account is out of contract.  I have requested power of attorney access but it’s still being processed. When I called on Friday I called twice and the second time the lady upped the limit for me but that hasn’t resolved the problem as mum has almost reached the limit again. I’m now struggling to get anywhere meanwhile mums desperately in need of the phone as dad is seriously ill. Please help. They need anytime calls and the international calls reinstating. I’m in Leeds they are in Macclesfield and I’m trying to deal with this remotely whilst having to deal with dad’s condition. This is causing unnecessary stress for us. 

[Philile-TT]

Please click on my avatar (Profile photo) it will direct you to my profile and you will see a send message option. 

[Susan143]

How do I do that please? Sorry I’m new to all of this!

[Philile-TT]

Please send me a private message.  

[Susan143]

I have added the boosts. Is it possible to speak to you as I would like confirmation that this will be sorted. Dad’s bill said he had an anytime calls and internal until 10 October but clearly not. I’m still worried there’s a problem. Mum is very worried too

[Philile-TT]

@Susan143 Yes, if they were removed you will need to add them back. 

[Susan143]

I can access Dad’s account online. The package is fibre 35. To get back what they had pre 24/9/25 do I add home phone calling boosts? International max and unlimited uk calls? 

[Philile-TT]

@Susan143 you can check on MyAccount if the boost is active as you can manage your add Ons on MyAccount. Mom has probably reached the usage limit set on her account hence being unable to make calls. 

[Gliwmaeden2]

If it's difficult to manage the Talktalk account, possibly get your Mum a pay as you go mobile, so there's a fixed amount on the phone but she can top up - or even get her a deal for a smartphone with "all you can eat" calls and texts. There are still limits on the types of calls that fit the tariffs, so your mum needs to be careful that she's not dialling 0845 or 0870 or anything beginning with 09 etc.

[Gliwmaeden2]

Change of ownership also possible:

https://help-centre.talktalk.co.uk/Manage_account/Manage_personal_Details/Change_your_account_detail...

[Gliwmaeden2]

@Susan143, nominated user status link:

https://help-centre.talktalk.co.uk/Manage_account/Change_of_circumstance/Nominated_user

[Gliwmaeden2]

@Susan143 the anytime calls wouldn't cease unless someone removed the boost from their package. 

It wouldn't just stop when the contract came to an end, but discounts will have stopped. 

However there is a time limit on each call, so your mum needs to hang up with a margin before the 60 minutes are up each time. She can make as many calls as she likes as long as each call is less than 60 minutes.

These only cover calls to ordinary mobile numbers and landlines beginning 01, 02, 03. So check that she is aware of the limits.

You can become a nominated user, even if Power of Attorney is not yet processed. It's also possible to change the owner of the account with the consent of the current owner, but I don't know where any of this stands legally if your Dad isn't well enough now to consent.

I'll add the relevant links anyway later - whatever you are trying to do on your parents' behalf, you'll have to pass security checks. 

Staff won't be on here before 8am - they stop c 6pm. If you pass security, they may be able to reinstate the boosts for you. 

Phoning 03451 720088 you should reach a human being after 9am, Monday to Saturday. Chat lines are live from 8am too, but there will be no live support overnight.