Landline Tel No not working - has been changed?

[KPB26]

My land line is used by medical professionals etc to call in.  In the last few days, two have said that the phone had not been no answered, when I was in all the time.

I have now checked and if I call the home landline from my mobile it doesn't ring BUT if I call my mobile from home, a different number shows.  If I then call that number (not our number) the home land line rings. HELP

[fr8ys]

@kanya-TT I thought you had access to customers profiles and private notes. If not that's a major change to how we stars respond and we have not been informed if so.

[KPB26]

How do i respond to private messages? Where are they?

[kanya-TT]

@fr8ys not that I am aware of. But I have seen anything. 

@KPB26 will have to respond to private message. 

Kanya

[KPB26]

Yes, I put the incorrect number that is now associated with my phone in the private notes. Call this number and my landline phone rings. Call from my landline and this is the number that shows up as the caller on my mobile.

[fr8ys]

@kanya-TT did the OP not put this incorrect nunber in the private notes field?

[kanya-TT]

Thank you for the clarity. But we need to know what is the incorrect number that is being dialed and is it a constant number?

Kanya

[KPB26]

I have had 3 medical and care professionals try to call in the last 5 days. It rings for them on the line, as it does for me from my mobile, but the phone itself does not actually ring, so there is no call to answer.  When the incorrect number is called, the phone rings and can be answered.  

[kanya-TT]

So, the issue here would be the actual Home Telephone number is not working or its now showing? and has anyone else tried to call your Telephone number and what was their response. 

Kanya 

[KPB26]

You tell me. If i ring my actual phone number from my mobile, the land line phone does not ring out. If call the incorrect number from my mobile, my land line rings. The call been be answered. 

If I call my mobile from my land line. It shows as the incorrect number, and not as our home number.

[kanya-TT]

But how is this possible, you can call from the incorrect number, but it rings directly to you Landline? 

Kanya

[KPB26]

As far as i know, it is only the land line. It can call out and it receives calls on the incorrect number when i call from my mobile. It does not ring when the actual number is dialled.

[kanya-TT]

Great, are you having issues only with the Landline?

Kanya

[KPB26]

Yes. I'm at home

[kanya-TT]

Alright no problem at all let's work out a solution together, are you still at home? 

Kanya

[KPB26]

Hello, I still have the same issues this morning.  It has been there since Saturday at least.  Can you please fix it urgently. Thank you

[kanya-TT]

Hey there, @KPB26. Please advise if you still have the same issue. We'd like to look into this for you.

Kanya

[Gliwmaeden2]

It's likely that this won't be picked up by staff on here before the morning, @KPB26.

Please look out for their response during the day. 

[KPB26]

Information added

[fr8ys]

Sounds like you may have a crossed line.

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

In the private notes field please input the incorrect phone number so that staff can look into.

You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you