topic Re: Lost access to my account. in Billing

Lost access to my account.

shatnersbosun — Thu, 02 Feb 2023 12:55:41 GMT

I set up Talk Talk Fibre 65 for my mother on 17 Jan with 31 Jan installation date, then registered online account successfully a few days later. To keep the existing phone number customer services cancelled and reordered on 19 Jan with same account number, email address and other details, installation then 1 Feb.

The service is now active but I can no longer log in to account. Email and password don't match, tried to change password but says no account registered to email address. But I'm getting account emails from Talk Talk at that address. If I try to create an online account it says email address already registered to an account.

I'm wondering if the account number being duplicated could have thrown a spanner in the works. Contacted customer service but they weren't much help, so any suggestions how to get back into online account would be much appreciated. Given the situation I can't add info to profile, I'd need to DM any account details like phone number.

Thanks.

Re: Lost access to my account.

Arne-TalkTalk — Fri, 03 Feb 2023 09:06:39 GMT

HI shatnersbosun.

Your account is showing as already registered, using the same email address that you have in your community profile, so following the reset password path should allow you access.

Re: Lost access to my account.

shatnersbosun — Fri, 03 Feb 2023 10:18:55 GMT

It's not MY account I can't access, it's account number **removed** I just set up for my mother, I'm her administrator/power of attorney. It's a different email address to my own account.

Re: Lost access to my account.

Arne-TalkTalk — Fri, 03 Feb 2023 10:19:56 GMT

Ok, let me look into this, I have removed the account number from the open community.

Re: Lost access to my account.

Arne-TalkTalk — Fri, 03 Feb 2023 10:38:58 GMT

Hi shatnersbosun

I have found there is a mismatch on the account stopping registration, so I have logged it to our network team to clear the problem, once this is done the registration will be possible, usually takes a few days for this to problem to be cleared so I will check early next week and let you know.

Re: Lost access to my account.

shatnersbosun — Fri, 03 Feb 2023 11:02:03 GMT

Cheers Arne.👍

Re: Lost access to my account.

Arne-TalkTalk — Tue, 07 Feb 2023 13:39:19 GMT

Hi shatnersbosun

The fix hasn't been implemented yet, I will continue to monitor.

Re: Lost access to my account.

Arne-TalkTalk — Thu, 09 Feb 2023 11:26:42 GMT

Hi @shatnersbosun

The problem looks to have been cleared, can you re-try to register your mums account.

Any problems let me know.

Re: Lost access to my account.

shatnersbosun — Thu, 09 Feb 2023 12:33:59 GMT

Success! Thanks for your assistance Arne.👍

Re: Lost access to my account.

Arne-TalkTalk — Thu, 09 Feb 2023 13:00:59 GMT

Great news, Happy to help.