TalkTalk claim to be committed to doing what they can about nuisance calls. Here's what their website says:
If you wish to report a nuisance caller to us, the process is quick and simple.Well that sounded great. Not only would I be able to block this number, but TalkTalk would take action to prevent perhaps thousands of people being hassled.
We will then investigate your request and check if it is legitimate. If so, we will block calls from the number at network level, to prevent all TalkTalk customers from receiving calls from that number. There is no limit on the amount of numbers you can report to us for investigation.
- Visit our unwanted calls online form, and enter the number of the nuisance caller.
- Enter either your My Account username and password, your TalkTalk account number or the last 4 digits of your payment method so we can confirm your details.
- Click Submit.
So I inputted the nuisance number and my personal details, and got a little pop up telling me the number I had inputted had the wrong number of digits. I had no way of proceding.
So I emailed them. Here's how it's going...
| Customer By Web Form (Paul Sharp) | 01/05/2013 12.15 PM | ||||
| Hi. I am getting silent calls at any time of day or
night, sometimes many times a day or night from a particular number.
This number is non-standard. I was able to access your number blocking
page, despite your rubbish non functioning web links, but the page
insists I must have the wrong number and will not allow me to proceed.
The number that keeps on harrassing me is 0091148 My phone number is
0151 630 xxxx My account number is 200054xxxx Please act on this, as
we're having a lot of disturbed nights. Also, are you aware that your
web pages don't work properly? Oddly, you don't seem to have the same
problem on the sales section of your site. Anyway, please let me know that you've recieved this. Thanks. | |||||
| Response Via Email (Melanie Naidoo) | 03/05/2013 06.00 AM |
| Dear Paul Sharp, Thank you for contacting us in relation to the nuisance call you are receiving. I am sorry it has taken a little bit longer than usual to reply, we’re working hard to answer all our customers' queries as quickly as possible. I understand your concern as you were unable to proceed with the online process. You can log into My Account and complete the online form by reporting the uninvited numbers that have called you and your details, so we can investigate. This information will be sent to the Technology team for review. If the claim is valid, they will then block calls from the number at the network level. Blocked numbers will not be able to call any TalkTalk customers and the investigation can take a few weeks. A nuisance call is any type of unwanted or unsolicited telephone call you receive. Marketing calls from companies that try to sell you various products can fall under this category. Some of our calling features can help to protect you from nuisance calls. There are also some things you can do yourself to prevent them. The following calling features will help you to prevent nuisance calls: - Last Caller Barring: Last Caller Barring enables you to bar incoming calls from the last person that called you. You can block up to 10 phone numbers in your phone directory using this service.This feature is charged at £3.25 - Anonymous Caller Reject: Anonymous Caller Reject enables you to automatically reject calls when the caller's phone number is withheld. This is a charged-for service and must be activated on your line before you can use it. This feature is charged at £3.88 - Caller Display: With Caller Display, you can see the number that's calling you before you pick up the phone. Caller Display is included in the Privacy Pack, which is a free service and is available to be added on your account. For information on how to activate any of these features on your account, please see: http://help.talktalk.co.uk/ If you have tried all of the above options, you can also register your phone number with the TPS. The TPS is an independent organisation that helps you to make sure your telephone number is not available to organisations that make unsolicited direct marketing calls. To register your details with them, visit the Telephone Preference Service (TPS) website at www.tpsonline.org.uk/tps. I would like to apologise for the inconvenience this matter has caused, and I can assure you that your comments will be passed on to the relevant department, regarding the concerns you have with our level service. If you have any further queries, please do not hesitate to reply or visit www.help.talktalk.co.uk for more information. Kind regards, Melanie Naidoo TalkTalk Customer Relations You may receive a survey via email containing some questions about how you feel about the way we handled your query. This is used to monitor the service we provide you, we look forward to your feedback. | |
| Customer By Email (Paul Sharp) | 03/05/2013 10.40 PM | ||||||||||||
| Hi. Thank you for taking the time to respond. You said, "You can log into My Account and complete the online form by reporting the uninvited numbers that have called you and your details, so we can investigate." Unfortunately, I cannot do this, because the number that is calling me, 0091148, is not a standard telephone number. When I attempt to submit the form, a little message pops up, saying "It looks like you've entered too few digits". There is no "Submit with too few digits anyway" button to click. Presumably, if I'd entered what talktalk consider to be a valid number, the form would have been received somewhere. Perhaps you can forward the details I've given you here to whoever would have received the webform if I'd somehow been able to send it? With thanks, | |||||||||||||
| Response Via Email (Brandon Singh) | 04/05/2013 05.36 AM |
| Dear Paul Sharp, Thank you for your reply. If you have already tried our suggested steps in handling nuisance calls, but are still experiencing the same issue, you should contact the police. Before you escalate a call to the Police for investigation, you are required to trace it by following these steps: 1. Dial 1477 during or immediately after the unwanted call. You need to do this on five separate calls. When you do this, we trace the call. 2. Contact the Police let them know about the malicious call and that you have traced the call with TalkTalk. 3. The Police will contact TalkTalk's Police Liaison team. Once you have notified the police of this issue, they will provide you with a "crime number". If you wish to receive a new phone number, please contact us and provide us with this "crime number". We will then be able to process your request and ensure you receive a new phone number in order to resolve this for you. Thank you for your patience in this regard. If you have any further queries, please do not hesitate to reply or visit www.help.talktalk.co.uk for more information. Kind regards, Brandon Singh TalkTalk Customer Relations | |
to TalkTalk
I have not been able to try your suggested steps as your own systems do not allow me to do so.
Please can you escalate this e-mail to a manager or supervisor?
________________________________________________________________________
I wonder what will happen next?
Update:
What happened next was a phone call from a manager, who went through my issue, and made it clear that she understood my concerns, and that she would pass on my request to the relevant department. I've been told to expect contact from them in a few days time.
Fair play to them, although they still might not be able to do anything, due to technical reasons.
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