check phone line

[AWOLL]

Hi

Anyone know what to do when the phone stops working and instead you receive a  'check phone line' message - elderly mother has  received this message and I can't get hold of anyone from Talktalk to see if they can run a test on the line to see what is going on, or to help resolve the problem, thanks

[nambuso-TT]

Hi there @AWOLL,

I can see that you’ve mentioned your mother is elderly/vulnerable. Please could you add her account details to your profile under the private note section. Alternatively, you’re welcome to send us a private note with the account details, and I’ll be able to access and update her account accordingly.

For more information about the support we offer to our vulnerable customers, please refer to the vulnerability and accessibility link below.

Thanks!

Registering your accessibility requirements

[nambuso-TT]

I am very sorry to hear that you feel this way. We will need to wait for the 2-3 working days for openreach to identify the cause of the issue and find a resolution for you.

[AWOLL]

Hi, thanks. Update - I managed to get through on the TT help line and have been told there has been found to be a fault on my mothers line and Openreach will look to resolve it by Thursday (2-3 working days).

Unfortunately it seems Openreach cannot prioritise elderly/vulnerable customers (which TalkTalk can). We just hope there are no health scares before Thursday and it can be sorted out then. Thanks for your support.

[nambuso-TT]

Thank you for letting me know. Please confirm if you are at home, where the TalkTlak services are installed.

 Thanks

[AWOLL]

hello,

yes, the problem still persists. I tried to get a check on the line yesterday but that was not possible. Currently she cannot use it. Any help here, as expeditiously as possible, would be great, thanks

[nambuso-TT]

Hi there @AWOLL I am very sorry to hear this. Please confirm if your mother is still having issues with her landline.

[Gliwmaeden2]

Further information for you:

https://help-centre.talktalk.co.uk/Manage_account/Change_of_circumstance/Registering_your_accessibil...

[Gliwmaeden2]

If you are at the premises (your mother's?) and broadband still works, My Connection does NOT require you to be logged in to My Account. 

It should run from her address, but you can't do this from your address as a 'third party', @AWOLL.

She could log in on here in her own right: staff cannot run any checks without first checking your credentials [Power of Attorney  / Authority to  Act / Nominated User? Check what these entail via the forum search engine].

Forum staff are not on here before Monday. 

Details of when Chat/Phone support is available are given here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

So no phone support on a Sunday. 

I'll add details of accessibility support shortly. You need to complete your own profile details for the forum first of all: go via your avatar; settings; add your Talktalk phone number or account number in Personal Information. 

In Private Notes, further down that area, add your mother's name, address, landline number, fallback contact number, email address, billing address with Talktalk,  Talktalk account number. 

Security checks are obviously essential if you are not the account holder. If not completed, you'll always need to be at the account holder's side at the time for checks to be run.

[AWOLL]

Hi,

thanks for this - looks helpful but it takes me to My Account before I can go to my connection and it is not possible to use My account at this time - this service has been down now for several weeks for me (it just loops back, sending me a code, I input then send me back to get a code etc etc.) Some system error but it means I cannot get into the account online or get any service ie my connection, live chat etc that is connected to it.

I have tried to call the 0345 number and it says it could forward the landline number to a mobile number - but then a text to say that service is not possible 'at this time' either... I guess no point emailing TT (if they have one) as that will probably bounce but if anyone has an idea how to get in touch that does not get an automated response and does not use 'My Account' that would be brilliant.. My very old/frail mum really does need a landline that works, many thanks.

[Gliwmaeden2]

@AWOLL 

You should be able to check the phone line in My Connection yourself.

Go via Service Status Dashboard and you see My Connection:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Then down to this bit. It will probably identify that you have a fault and give you a reference number etc:

 

[AWOLL]

thanks but I'm afraid none of these topics helps.

It seems TalkTalk have still not mended the My Account feature so it is not possible either to get into that, nor is their live chat working so I guess we just need to sit and hope that someone from TalkTalk takes an interest in this and helps! 

[Divsec]

Hi @AWOLL try this https://help-centre.talktalk.co.uk/Telephone/Get_help_with_my_telephone/I_can't_make_or_receive_call...

Your post has been flagged for assistance and you should hear on Monday