Land line phone number changed in error

[SarahB67]

On Tuesday my 92 year old mother’s landline number suddenly changed and we were unable to call her.  Going to her house and ringing out revealed her number has been changed.

Calling 17070 from her landline confirms the incorrect number.

My mother is vulnerable and needs the landline for a Taking Care Personal Alarm.

I called TalkTalk on Wednesday, and they said it sounded like a crossed line and have arranged for an engineer to visit next week.  However, I now see from the Community forum that where others have experienced similar issues the support team have referred the issue directly to Openreach.

There is nothing wrong with my mother’s phone equipment.  The line is working but the number has been changed inexplicably.

Mum is 92, lives alone and wears a pendant alarm which is reliant on her phone line, and her account notes her as a priority customer. Why is she having to wait 6 days for an engineer to visit before it is referred to Openreach?

[ferguson]

It does look like a crossed line and it appears that TalkTalk have acted correctly.

If you want the support team here to check when they are back online from Monday, put your mother's full name and  both the landline numbers concerned, specifying which is correct and which is wrong, in the private notes section of your community profile here. 

[Gliwmaeden2]

Anything to do with accessibility needs, Talktalk must be notified:

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

Power of Attorney  etc:

https://community.talktalk.co.uk/t5/Articles/Power-of-Attorney-Authority-to-Act-Deputyship/ta-p/2205...

Nominated user:

https://community.talktalk.co.uk/t5/Articles/Nominated-user/ta-p/2205256

To complete your community forum profile details, please go via your avatar; settings; drop down menu....your own Talktalk phone number or account number etc should go in Personal Information. 

Your mother's name, address,  correct landline number, email, account number and fallback phone number should go further down in Private Notes. 

Also indicate the specific wrong number it's been crossed with.

Scroll down further to find the button to SAVE CHANGES. 

[Gliwmaeden2]

There are no Talktalk staff on here before Monday, @SarahB67.

Meanwhile, stick with the main Talktalk contact points: phone 03451 720088 or use Chat and emphasise how vulnerable your mother is.

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

She should be recorded on Talktalk's system as vulnerable. Make sure that there are notes about this in her account details. 

You need to be able to pass security checks when speaking to staff, so long term make sure that you have at least got nominated user status if not PoA set up and informed Talktalk. 

Meanwhile for staff to follow up on Monday ensure that your own community profile is completed and add your mother's details in Private Notes. 

I'll follow up with some links shortly.