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?

[Chris-TalkTalk]

OK, thanks for letting me know 🙂

Chris

[SarahB67]

Hi Chris,

Yes it has. The Openreach engineer came out yesterday afternoon and all is now back to normal.

Many thanks,

Sarah

[Chris-TalkTalk]

Hi Sarah,

Is everything OK now, has the issue been resolved?

Chris

[Chris-TalkTalk]

That's great news Sarah, thanks for letting me know 🙂

Chris

[SarahB67]

Thank you Chris.

I have this morning called your technical support again who this time passed me on to your welfare team. They have raised this as a priority case, they have cancelled the TalkTalk engineer that was due to visit tomorrow and have now logged the fault directly with Openreach. He is going to follow up with me again tomorrow.

[Chris-TalkTalk]

Hi Sarah

I've passed this to our network team, I'll let you know when I receive an update or they may contact your directly

Chris

[Chris-TalkTalk]

Thanks, I'll take a look at this now and get back to you

Chris

[SarahB67]

Hi Chris, 

Yes it is. I have now added Mums name in the private notes section.

Thank you.

[Chris-TalkTalk]

Hi SarahB67,

Just to confirm, is the telephone number in your community profile your mothers number? And could you add the account holders name to the private notes section.

Thanks
Chris

[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.