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*URGENT HELP* Elderly mother SIM No Service

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8 REPLIES 8
SVTalktalk0912
First Timer

Help, My Elderly Mother's phone has not been working for the last week. 

 

The phone says no service, I can't make or receive calls and the internet does no work

I have tested her talk talk sim in another phone and the sim doesn't work

I have tested my Sim in her phone and the phone works fine.

 

@SocialTeamEmma @Mikem I have looked around on the forum and on the website and cannot find any fix. Please help as she is an elderly and vulnerable person who needs there phone.

SocialTeamEmma
Philosopher

Hi SVTalktalk0912,

 

I'm sorry to hear your mother is having some problems with her services. 

 

Does the mobile service show as active in My Account?

 

Thanks

Emma

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SVTalktalk0912
First Timer
Hi Emma,

Thank you very much for your reply, I really appreciate this.

I am not too sure on how to check this, however, it does show mobile under the my package with the correct mobile number. Also, on the My Account page there is a My Mobile button which shows her mobile usage.

Could the issue be caused by the sim not being activated as she recently ordered a new nano sim and I don't this she correctly activated it.
SocialTeamEmma
Philosopher

I've sent a PM to confirm a few details so we can take a closer look for you.

 

Thanks

Emma

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SocialTeamEmma
Philosopher

Thanks, I'll need to forward this to our complaints team so they can take a look what's happened. Would it be better for them to contact you or the account holder?

 

Thanks

Emma

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SVTalktalk0912
First Timer
Hi Emma,

They can contact the account holder, but I will be home so I can answer any query they might have.

Thanks a lot
SocialTeamEmma
Philosopher

Thanks, I've asked the team to contact the account holder asap.

 

Thanks

Emma

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SVTalktalk0912
First Timer
Hi,

Thanks a lot for organizing this, Just to confirm they will call on the home telephone as her mobile is the one not working.

If you could also ask them to leave their name and number just-in-case they can't get through so I can call them back.

Kind Regards
SocialTeamEmma
Philosopher

They will call the home number and it would be usual for the team to leave their contact details.

 

Thanks

Emma

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