I have tried to explain to customer service but had problems explaining the issue.
I suggest telling the full story here so this can be looked into.
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. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
I downloaded a series of Dowtown Abbey only the have a poor quality episode of Keeping up with the Kardashians instead....
Can you check the home phone number on your 'Community Profile', I'm not finding an account with that number.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE