topic Re: My Account in Billing

My Account

nicky62 — Tue, 08 Aug 2023 06:34:42 GMT

Unable to enter my account to adjust and consult owing to password confusion.

Was keen to do this early this morning owing to time after 9am being restricted.

Despite numerous copying attempts of codes being sent to me in my email I have now been blocked as my activity appears suspicious.

My phone number has been used many times by your representatives making contact with me but that doesn't appear to be viable backup option either - nor is gmail account email.

Some of this may be down to me not officially recording alternative means of contact in my account details.

Deal breaker for me, however, is being advised to contact live chat - with agent supposedly typing only to be met by bot saying no-one will be available on live chat until 9am

If that facility is unavailable during time I was attempting to access My Account - why on earth put it as usable link ?

So much for being step ahead today . . now 3 behind owing, to my mind, Talktalk ineptitude & transparency as to Live Chat availability not actually available.

As I say, final straw to break this camel's back - many other more straightforward services out there, equally reasonable in price.

Over 20 years with Talktalk but glitches like this really shouldn't be occurring in company of its size and length of service, surely?

Re: My Account

Gliwmaeden2 — Tue, 08 Aug 2023 07:03:30 GMT

The full hours of availability are given here, @nicky62:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

The chat facility is not completely dead as the bot sets up the "conversation" so that you can go back to it later, but it is confusing.

Regarding My Account, don't attempt to log in now for a full 24 hours.

It's obviously a security issue which stops hackers trying too many combinations if they are trying to guess your password, but of course it has also stopped you.

Re: My Account

Gliwmaeden2 — Tue, 08 Aug 2023 07:50:48 GMT

Since you posted, @nicky62, Service Status Dashboard is showing a general fault with My Account anyway:

Re: My Account

Anonymous — Tue, 08 Aug 2023 09:31:13 GMT

Hello,

This incident has now been resolved. Please can you retest and let us know if you experience any issues.

Thanks

Re: My Account

nicky62 — Tue, 08 Aug 2023 11:03:26 GMT

Yes, thanks @Anonymous have altered password on my account to tally with webmail password and can now access my account.
Was looking to include my mobile number in my profile - hence reason for wishing to access - as back up

Find my mobile no. is already included yet when I opted for that to be back up rather than glitchy email access received message saying that number was not on the system.

Not the smoothest start to Tuesday - hopefully my mobile no. can be added at some point for alternative security measure in the event email is out of action?

Many thanks for your input : )