caller id not working since I removed a service

[stagecoach]

A previous add on to my home phone that was free was no longer free but a paid addon. As I hadn't used it I removed the item on 22 July. That removal has been actioned. However prior to 22 July caller id was working but since then all calls have been marked as "private caller".

I contacted customer service ( on 2 occasions so far). On the first call I was asked to remove caller id and reenable it after 4 hours but I can't as there is still a marker on my account saying that changes are in progress and changes cannot be made. I did a follow up call and was tld it had been assigned to adifferent team but still hasn't been resolved. It seems an easy fix (clear the marker on my account) but another 4 days have passed. I now have to answer the phone whenever a "private caller" comes up whereas I could avoid spam calls. Can I get help on this site?

[Mandisa-TT]

Thank you @Gliwmaeden2 for assisting. 

[Gliwmaeden2]

@Coops7 

If you need information or staff support, please return to the message board and click on start a topic to begin your own thread. 

Staff only respond to the original poster. 

[stagecoach]

Hi @coops7 @mandisa1-TT , No-one has told me that talktalk no longer offer callerid. No-one has contacted me from TT either so I'm still in the same position. I'll be out of contract soon so the issue will solve itself one way or the other

[Coops7]

I too am having the same problem, I was told by your chat today that you no longer have calker ID, when I asked why they just said well ut was just a free add on we gave you and now we don't anymore. I asked if I paid for it could I use caller ID but he said no we don't do it anymore. Is this true? If so why? 

[mandisa1-TT]

Hi there @stagecoach I am sorry to hear you are still experiencing an issue with the caller ID, i will have to escalate this to my manager that you are not getting a resolution from the full fibre team and if it would be possible for a case manager to contact you.

[stagecoach]

Hi @Mandisa-TT 

I spent an hour on the phone with technical support this morning until my call was disconnected for some reason. The escalation report raised last week has been closed!! with no resolution. According to all of the TT systems caller id is enabled but when the tech support person rang it,  it showed Private Caller!! I will try tech department again on Monday but I could really do with talking to account management/case management - do you have a contact number for them? 

[Philile-TT]

Hi there @gcbus2 please note that we will respond on your main thread. I will close this one to avoid confusion.

[gcbus2]

I too have this issue. Every time a service is added or removed from my TalkTalk landline (VOIP over full fibre), caller display stops working. I have now contacted TalkTalk customer support via online chat three times over the last two weeks. Each time they say it's a "known issue" and have corrected it and to try again after 24 hours. It still does not work on either my physical DECT phones or on the TalkTalk app. All incoming calls show as "Anonymous/Unavailable". If I dial 1471 then the last number that called me does work. If I check on My Account it says that I can't make any changes as one is outstanding. Is there anyone from TalkTalk on here that can fix my issue as I really don't fancy another hour on the chat system getting nowhere fast. Thank you.

[Mandisa-TT]

Hi @stagecoach Thank you for your patience and for updating us on your situation. I understand how frustrating it can be to deal with ongoing issues, especially when you have already taken the time to escalate the matter.
 

I appreciate you speaking with our technical department and obtaining an escalation number. It’s good to know that your issue has been recognized and is being addressed. I want to assure you that my manager has taken your case personally and has sent another escalation to ensure that you are contacted sooner regarding your account problem.

[stagecoach]

Hi @Mandisa-TT , @kanya-TT 

I spoke with the technical department this morning. He also couldn't sort my issue as there appears to be a problem with my account. He spoke to someone in the appropriate department,  escalated the issue from the tech department and gave me an escalation number and said it would take up to 5 days. Now I have to wait for a text or phone call within the next 5 days .

Thanks for your help so far. I'll follow up to this thread when I get a resolution...

[stagecoach]

Hi @kanya-TT , I plan to when the lines open at 9am. You will see from yesterday's messages that @Mandisa-TT was going to check as well

[kanya-TT]

Hey there, @stagecoach. Have you tried calling again today.

Kanya

[stagecoach]

hi @Mandisa-TT 

Also tried the text route instead of waiting for call and just landed back at the beginning with customer support rather than case management. So frustating....

[stagecoach]

Hi @Mandisa-TT 

I tried calling the number you provided. At 2:20pm tody I was caller 6 in the queue. Messae came up "we'll call you back when your position in the queue comes up" which I elected to take. Now 5:13pm and they close at 6pm and still not called....Has your manager found anything out? 

[Mandisa-TT]

Hi @stagecoach I will check with my manager to check if there any update on your case, you are full fibre customer and you can call through to the Full Fibre Team and they will be able to try and assist you and put you to the relevant team.

Here is the number to our Future fiber team who have the required resources to assist you with this matter 034 5172 0074 and you can contact them between the times  Monday - Friday: 9am - 6pm;  Sat-Sun 9am- 5:30pm

[stagecoach]

Hi @Mandisa-TT ,

Yet another week has passed and no-one has been in touch. Rather than waiting for case management team to contact me, how do I contact the case management team?

[Mandisa-TT]

I apologize for the delay, but I have reviewed your account and can confirm that I escalated the issue to my manager during our last conversation. We are currently awaiting a response from the case management team. We have also submitted another escalation on your behalf. 

[Mandisa-TT]

Hi @stagecoach I will check on this for you.

[stagecoach]

Hi @Mandisa-TT 

Another week is almost gone and no-one has been in touch....

[Mandisa-TT]

They will be in contact with you.