topic Re: 8 unidentified devices on account page in Broadband

8 unidentified devices on account page

zotzzotz — Tue, 10 Oct 2023 14:37:19 GMT

when i log into my account and go to the speed test page i run a speed test then i click speed to devices and i can see 8 devices on this page that are not my devices, these 8 devices do not show on my router and talktalk technical team are useless and they cannot see these 8 devices , i need help urgently

Re: 8 unidentified devices on account page

fr8ys — Tue, 10 Oct 2023 16:58:49 GMT

If you can't identify these items, change your wifi password to the router and then connect each device you know of one at a time and assign them a name.

If there are unauthorised devices, they won't be able to connect.

Hope this helps.

Re: 8 unidentified devices on account page

zotzzotz — Tue, 10 Oct 2023 17:31:59 GMT

i have 3 devices on my router and given them a name, changed my wifi and router passwords also got a replacement router , the 8 devices are not on my router they are in my talktalk account page

Re: 8 unidentified devices on account page

fr8ys — Tue, 10 Oct 2023 17:46:03 GMT

Ok.
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 including your TalkTalk landline phone number so your account can be traced. 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.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: 8 unidentified devices on account page

Debbie-TalkTalk — Wed, 11 Oct 2023 06:18:09 GMT

Hi zotzzotz

Did you try changing the wireless password and then reconnecting your devices only?

What other devices are showing?

Re: 8 unidentified devices on account page

zotzzotz — Wed, 11 Oct 2023 16:05:32 GMT

thank you for your reply, I have changed password etc even had openreach engineer out yesterday and I showed him my account and the devices and he said he has no idea what they are or how to remove them from my talktalk account page. these devices are currently active in my talktalk speed test page then I click speed to devices and that is where these devices are, THEY ARE NOT ON MY ROUTER .

PIXEL-7-PRO ( 2 of these devices )

GALAXY NOTE9 ( 2 of these devices)

ANDROID B242E58CD81DE180

CE:FO:3D:F7:F1:AE

WVCA76JB6LOGU7JI

40:B4:CD:49:6D:00

l really need help because talktalk complaints team manager and talktalk technical team manager do not listen to me about this problem and they just go round and round in circles for uo to 2 hours at a time when i chat or call them

Re: 8 unidentified devices on account page

Debbie-TalkTalk — Thu, 12 Oct 2023 06:48:21 GMT

Hi zotzzotz

Could any of these devices have been added in the past by friends etc?

Re: 8 unidentified devices on account page

zotzzotz — Thu, 12 Oct 2023 07:54:12 GMT

you dont seem to be reading my post properly, these devices are currently fully active and they are not inactive devices belonging to anyone that has visited my home, my wife and i are in our 70s and have no family in scotland which is where we live and we have not had any visitors to our home since we moved here 4 years ago, the devices are currently active as described and are completely UNAUTHORISED

CANT YOU ACCESS MY ACCOUNT AND SEE THESE DEVICES AND REMOVE THEM

Re: 8 unidentified devices on account page

Debbie-TalkTalk — Thu, 12 Oct 2023 08:23:31 GMT

Hi zotzzotz

I'm just sending you a Private Message to confirm some details so I can take a look at this.

Thanks

Re: 8 unidentified devices on account page

Debbie-TalkTalk — Fri, 13 Oct 2023 05:45:32 GMT

Hi zotzzotz

Thanks for confirming your details.

I need our devices team to take a look at this for me. Is the router switched off at the moment?

I can see 3 devices that have been connected.

Re: 8 unidentified devices on account page

Debbie-TalkTalk — Fri, 13 Oct 2023 06:29:25 GMT

Hi zotzzotz

Thanks for the Private Message.

I've raised this to our devices team and I will post back as soon as I have further information.

Debbie

Re: 8 unidentified devices on account page

Debbie-TalkTalk — Mon, 16 Oct 2023 11:36:03 GMT

Hi zotzzotz

Sorry for the delay.

I should hopefully have further updates on this from the team later today.

Re: 8 unidentified devices on account page

Debbie-TalkTalk — Mon, 16 Oct 2023 11:53:09 GMT

Hi zotzzotz

Our Devices Team have advised that they have found an issue on our platform, and are looking into fixing it.

This should be resolved by the end of today.

Thanks again.

Re: 8 unidentified devices on account page

lesleydennis — Tue, 02 Apr 2024 16:13:11 GMT

This .... although not funny .... has really made me laugh

I have exactly the same convo with TT every few months but all to no avail ... not once has the issue been resolved !!!

Ridiculous

Re: 8 unidentified devices on account page

Anonymous — Wed, 03 Apr 2024 05:57:05 GMT

Hi lesley,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle