topic Re: Can’t login, reset password or update direct debit. in Broadband

Can’t login, reset password or update direct debit.

Andy8383 — Tue, 03 Sep 2024 20:37:45 GMT

I have been migrated over to TalkTalk from Shell broadband. Received an SMS saying my DD had been unsuccessful and then an apology SMS saying that was incorrect and they were working on it.
Next message says I haven’t paid my bill but I haven’t even received one. I used to pay Shell by DD.
I can’t log in or get a password reset, possibly because like other I’m an ex TT customer and my email is already registered from before. I have no idea what my bill is and am currently tied into a contract so can’t change provider which at this point is what I really want to do.
Can anyone clear up what I’m meant to do at this point?

Re: Can’t login, reset password or update direct debit.

Gliwmaeden2 — Tue, 03 Sep 2024 20:49:48 GMT

Just wait for staff to pick this up during the day, @Andy8383.

Don't fiddle with the DD. Talktalk will eventually sort this with the information carried over from Shell.

You should have had a billing notification email with the amount owed and your account number mentioned.

That should suffice as information needed to make a one-off payment this month.

https://community.talktalk.co.uk/waystopay

As soon as the old account details have been removed by staff, you should be able to set up My Account afresh, and see the detailed bill.

Re: Can’t login, reset password or update direct debit.

Arne-TalkTalk — Thu, 12 Sep 2024 10:40:47 GMT

Hi Andy8383

Really sorry there is an issue with Direct Debits this month, we are asking for a one off payment, current outstanding balance £25.99, I would suggest calling at this time as we need to log a fault for your new My Account to allow you to register correctly.

Sorry for any inconvenience caused by this.