topic Re: Technical Error while trying to register for 'My Account' in Billing

Technical Error while trying to register for 'My Account'

greenbhoy — Mon, 15 May 2023 15:16:51 GMT

Hi
I hope someone can help. I've been going round in circles for weeks. Currently when I try to register for 'my account' it always ends up with a Technical Error splash. This is the same on mobile, on chrome, on Edge, on Mozilla, on Edge and on an incognito browser. I've tried everything customer support have suggested.

I was a broadband customer years ago then cancelled the service, but support say that my email is no longer associated with my old account and can be re-used.

Also I can only sign up for 'my account' using the emai l used to order the new Full fibre service. CS have even sent a link by trying to register the account for me, but that still ends up with the same journey/error.

I ressurected this support account using the required email, so there must be a link somewhere to my old account....

Any help would be greatly appreciated, as currently I can do no account management.

tech error

Re: Technical Error while trying to register for 'My Account'

Arne-TalkTalk — Thu, 18 May 2023 13:20:09 GMT

Hi @greenbhoy

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: Technical Error while trying to register for 'My Account'

greenbhoy — Thu, 18 May 2023 13:54:26 GMT

Hi @Arne-TalkTalk, thanks; I have updated my Account number in my profile, my name is already there and I have no talk talk number as I'm fibre only.
I'm a bit concerned as I've been trying to get this sorted since I ordered my fibre install. I've been through quite a few (different) tech support agents and each tell me it's a simple fix but it's always the same journey/tech error. It has gone from:
try this link (done 30/40 times now)
I'll register for you try again
you're half registered, try this link
try this password reset link
Try this new customer registration link
wait 24 hrs
wait 48 hours
Now it's gone to wait until escalation happens on the 26th May!
I seem to have a refrence of ET-351461, not sure that's the CS klink, the escalation link, this community reference. perhaps you can advise?
I'm getting to the stage where I think I'll possibly invoke my cancellation rights if this is not going to work as not being able to manage my account is a biggy for me.

Any help would be gratefully received, many thanks! Also I don't want to stop anything that's moving in the right direction for this to work, but not being able to register? It can't be that complex to fix surely?

Re: Technical Error while trying to register for 'My Account'

Arne-TalkTalk — Fri, 19 May 2023 06:57:49 GMT

Hi @greenbhoy

Thanks for updating your profile.

The escalation comes into our team, so I will pick it up and escalate it.

Once completed I will post back.

Re: Technical Error while trying to register for 'My Account'

greenbhoy — Fri, 19 May 2023 07:11:48 GMT

Hi @Arne-TalkTalk Thanks for this. Is this fixable do you think? I take it this is a known bug and has a known solution?

Thanks

Re: Technical Error while trying to register for 'My Account'

Arne-TalkTalk — Fri, 19 May 2023 07:22:02 GMT

HI greenbhoy

Yes its a mismatch in our backend servers that needs clearing.

It should be fixed at some point next week.

Re: Technical Error while trying to register for 'My Account'

greenbhoy — Mon, 29 May 2023 13:58:56 GMT

Hi @Arne-TalkTalk I take it this did not happen? You did not get back to me, and I still cannot register. I did however get an email from a complaint handler at Talk Talk customer services, saying he understrood my issue but did not know how to fix it, and wished me good luck (!)

He suggested the regisitration servers 'may' have been offline (for the many times I tried?) and that I should tray again or talk to customer services (again).

Any idea what is happening? It's getting a bit comical now with the amount of people whio have tried to help, and you seem the only person willing to 'own' the issue.

Please advise, thanks Tony

Re: Technical Error while trying to register for 'My Account'

Gliwmaeden2 — Mon, 29 May 2023 15:04:21 GMT

Most staff are still away for the Bank Holiday, @greenbhoy. I'll make sure that this is re-escalated for attention.

Re: Technical Error while trying to register for 'My Account'

greenbhoy — Mon, 29 May 2023 15:29:53 GMT

Thanks @Gliwmaeden2 , I appreciate the response, yeah understood on Bank holiday - just putting it out there asking for help again 😉

Re: Technical Error while trying to register for 'My Account'

Arne-TalkTalk — Tue, 30 May 2023 10:51:32 GMT

Hi @greenbhoy

The problem has been cleared, but are you using your new account number, (not the one in your profile) ?

Re: Technical Error while trying to register for 'My Account'

greenbhoy — Tue, 30 May 2023 12:31:07 GMT

Hi @Arne-TalkTalk I've only been given the account number in my profile. I was offered a price match deal when I joined, so have gone from a 500Mbps service to a 900Mbps service recently, but the email I got to say that had that (presumably old) account number in it. My 'first bill' email also stated the number I have used in my profile.

Can you advise me of my new number please?

Many thanks, Tony

Re: Technical Error while trying to register for 'My Account'

Arne-TalkTalk — Wed, 31 May 2023 09:21:44 GMT

Hi @greenbhoy

My mistake the account in your profile is correct, but there was an account number ending 683 that was registered previously which has been de-registered.

Can you try again.

Re: Technical Error while trying to register for 'My Account'

greenbhoy — Wed, 31 May 2023 09:31:28 GMT

HI @Arne-TalkTalk exact same technical error message again when I tried again a minute ago 😞

Re: Technical Error while trying to register for 'My Account'

Arne-TalkTalk — Wed, 31 May 2023 09:36:06 GMT

So this could be the details we have on your account dont match what you are entering ie Date of birth. I will PM you some questions.