Talk Talk Barring Account Due to 999 Address Mismatch?

Missninali

After a day without internet and spending an hour on their webchat with four different Advisors who kept on sending me back and forth to the next person, it turns out that my Account was supposedly barred because of something having to do with 999 and my address?

I repeatedly asked the Advisor to explain what this means and how it ended up blocking my internet access but I'm still none the wiser.

They initially asked me if I had ever called 999, to which I answered that I don't have a phone for the landline number and thus have never used it. They replied the following:

I am so sorry as I can see here that the account was hold. This is the Emergency Database that stores all customer address against landline phone numbers, and as a Communications provider we are responsible for the quality of the address data held in the EDB for all our LLU numbers as this is the address that the emergency services will attend if one of our customers dials 999.

Naturally, I have my home address on the account which has been the same for the past five years so I don't understand what would cause an "error" on that front.

If it is Talk Talks responsibility to manage this data, how can they just bar my Account, without notice or getting in touch to verify or inquire the data that their system supposedly has an issue with?

Could someone have used my data in a fraudulent way? I'm so confused and would be grateful for advise from people who have been in this situation,

Thank you x

TalkTalk

Hi Missninali,

Thank you for getting in touch about this. Really in order for us to look into this further for you we would need to access your account. If you could please pop our Social Team a DM on Twitter (@TalkTalk) referencing this post with your landline number so we can get this looked into?

Many Thanks,
Andy - TalkTalk Social Team

rusty_f

When you join a new telephone provider, it is their responsibility to update the 999 database to match what you have declared on their order. I don't understand why they would suspend your account for a mismatch. When I used to work for a LLU broadband provider, every order we took was processed through the mechanism to update the 999 database.