My Callsafe facility has disappeared from My Account

[aa2000]

My Callsafe facility has disappeared from my My Account and today, a couple of callers calling me from numbers that I had previously Callsafe-authorised, have had to go through the authorisation process again to get through to me. 

FYI, the Callsafe facility dialling 1472 still 'appears' to be working, as is my Caller Display.  

[Chris-TalkTalk]

No problem 🙂

[aa2000]

Thanks. 

[Chris-TalkTalk]

I've removed CallSafe, this my take an hour or so to take effect

[Chris-TalkTalk]

I'm sorry, I can't see the list so I'll disable CallSafe as requested

Chris

[aa2000]

@Chris-TalkTalk Are you able to see my authorised caller list, it should be quite a lengthy list?   If you can confirm that you can see this then no, do not disable the service.    If however you are unable to confirm that you can see the list then in that case please do disable the service. 

[Chris-TalkTalk]

Yes, I'm sorry, we don't have a date for this yet. I can disable CallSafe for you but this will clear any numbers that you have saved, would you like me to go ahead and disable it?

Chris

[aa2000]

Hi @Chris-TalkTalk 

I won't be holding my breath for the next development, particularly as you have given no date for this.   Very disappointing to say the least.   A half-cocked Callsafe service is of no use to me, so please deactivate the service for me, thank you.

[Chris-TalkTalk]

Hi aa2000,

I have an update about this, it's not good news I'm afraid. We've been told that the manage CallSafe function in My Account is no longer available for FTTP customers, this should only be temporary however as there are plans to re-enable it in the next development. Apologies for any inconvenience

Chris

[aa2000]

Thanks @Chris-TalkTalk 

Callsafe-management via telephone does not enable the user to see the list of authorised/blocked calls.  I need to know and to see which numbers are on the lists.  At the moment my fear is that all my previously listed numbers have been wiped and therefore each previously authorised caller will likely have to go through Callsafe authorisation interception when they call.   If I'm not home such calls will be rejected which is not what I need to happen with those calls. 

All I expect is that the service works exactly as it always has up until now,  with, most importantly, the manage function being accessible in My Account.  

[Chris-TalkTalk]

CallSafe is included, I'm just saying that we can't guarantee that it will always work without any issue such as the one that you've just experienced. CallSafe is enabled and can be managed on your telephone. I'm am trying to find out if there is anything that we can do about the manage function disappearing from My Account.

Chris

[aa2000]

So @Chris-TalkTalk despite TalkTalk advertising CallSafe as included for Digital Voice customers and despite the fact that the CallSafe Facility showing logs of authorised and blocked numbers was always available to me as a digital voice customer until now, you suddenly seem content to now offer me a half-cocked product where I'm unable to access the number logs and where you can't guarantee that Callsafe-Authorised calls will always get through?   Really?   You had the edge over other companies with this product as it was, you have now lost that edge.   That's the final nail in the TalkTalk coffin for me, I'm afraid.  

[Gliwmaeden2]

@aa2000, it's worth remembering that if Callsafe is ever switched off, all stored numbers are lost.

 

It may or may not be relevant in your particular situation, but for others reading this thread, it might be a useful reminder. 

[Chris-TalkTalk]

I'm sorry but we can't guarantee that they will always get through unfortunately

Chris

[aa2000]

Thanks but I'm sorry @Chris-TalkTalk I don't consider that response is good enough.  I want to know that callers I have authorised will always get through.  The fact that two previously Callsafe-Authorised calls were met with the Callsafe prompt does not fill me with confidence.   I do not want to lose calls from callers who are met with Callsafe prompts and who subsequently hang up.    Please pursue this with your Callsafe team to reinstate my Callsafe lists.    Thanks. 

[Chris-TalkTalk]

OK thanks. CallSafe is showing enabled at our side so it should continue to work OK but if you have any further problems with it just let us know

Chris

[aa2000]

I had to Callsafe-Authorise both numbers the other day by dialling '1' .    One of those numbers just called me and the call came through ok.  

[Chris-TalkTalk]

Have you received any further calls from the two numbers? If you have did they go through OK?

Chris

[aa2000]

Hi @Chris-TalkTalk 

The main Callsafe facility with lists of my authorised and blocked phone numbers is not visible in My Account AND I'm also not convinced it is working properly, as calls recently received from two previously 'Callsafe-Authorised' numbers had to go through authorisation again before we could speak.   

If I dial 1472, I get the usual Callsafe prompts and Callsafe IS showing in my telephone 'Add-Ons' in My Account. 

[Chris-TalkTalk]

Hi aa2000,

Just to confirm, CallSafe appears to be working as expected it just isn't currently visible in My Account?

Chris

[aa2000]

Hi @sabelo-TT   Further to your request, please see below a screen print of the My Account page reached from the Dashboard by clicking on 'Manage your package' .   The CallSafe facility used to be located under the 'My telephone' heading,  but as advised, it has totally disappeared.  😞