TalkTalk’s service disruptions and data breaches are more than just headaches. That elderly customer is now left without a way to keep her phone service reliable. In August 2024, the situation came to the attention of the customer’s father who requested an upgrade to a full-fibre, data-only package. To his surprise, the landline was not part of the package. The ISP assured a smooth transition, yet cut off the customer’s landline service a year later. They claimed this sudden termination was due to a mysterious “technical error.”
In the four months without any service, TalkTalk still billed the customer £75 for outgoing calls on a line they had disconnected. The surprise payment was especially upsetting for the octogenarian customer. For someone like Kelsey, with high and significant disabilities, her landline is still essential, as she can often only get the support she needs through it.
Three days after she called TalkTalk, the company did reconnect the faulty landline but gave her a brand new phone number. TalkTalk eventually admitted liability. They assured her that they would be able to get the original number she’d retained usage of for more than 60 years restored. TalkTalk had first agreed to pay £150 as a goodwill gesture. Coaxed by the continuing frustration, they increased the threshold to £200.
Even with these attempts, the new contract arranged by TalkTalk yielded a much greater cost than originally noted. Only a week before installation, the new company abruptly cancelled the new contract, adding yet another twist to this dramatic series of events. When her landline was eventually restored, it lasted only three days, ringing one final time before completely disconnecting. TalkTalk subsequently told the customer that they had gone over their credit limit.
TalkTalk was at first flummoxed by the escalating outrage and howls of protest. They reset the original phone number, and Test pointed out that the original landline is back up and running as well.
“We understand how crucial a landline service can be, and we’re disappointed that our usual processes weren’t followed,” – TalkTalk spokesperson
The sequence of mistakes and miscommunication has led to the very real distress and inconvenience for this older consumer and their family. In their own words, they have told us of the anger they felt from the way these topics were approached and how it affected their everyday lives.