topic Re: Can’t access my account since I joined in May in Billing

Can’t access my account since I joined in May

Dannysayer — Mon, 28 Aug 2023 17:46:22 GMT

Since I joined talktalk in May I can’t login my account and when I phone up they seem confused that I get full fibre with talktalk and try to sign me up. Really don’t know how to get my account set up correctly.

Re: Can’t access my account since I joined in May

ferguson — Mon, 28 Aug 2023 18:15:01 GMT

I have moved this to the Billing section, the support team will respond as soon as they can.

Re: Can’t access my account since I joined in May

Arne-TalkTalk — Tue, 29 Aug 2023 09:52:11 GMT

Hi @Dannysayer

Thank for your post

There is a problem on the account where an email address has been added which has corrupted My Account registration, so I will log this as a fault to have the offending address removed with will allow your to register successfully and log in.

Will let you know when its done.

Re: Can’t access my account since I joined in May

Dannysayer — Tue, 29 Aug 2023 16:38:41 GMT

That’s great. Thank you.

Re: Can’t access my account since I joined in May

Dannysayer — Thu, 31 Aug 2023 10:17:50 GMT

Hi, any update to when this will be fixed. Regards.

Re: Can’t access my account since I joined in May

Arne-TalkTalk — Thu, 31 Aug 2023 10:30:30 GMT

Still being worked on sorry, I'm checking it daily and will let you know when this problem has been fixed.

Re: Can’t access my account since I joined in May

Dannysayer — Thu, 31 Aug 2023 17:52:48 GMT

changed date on direct debit but direct debit seems to have been cancelled. Internet gone off. Said I have £51.50 outstanding balance. Tried to pay on the automated phone line but don’t recognise my account number. Still got on access to my account to make payment. Have just done bank transfer for 51.50. How long till internet is back on?

Re: Can’t access my account since I joined in May

Gliwmaeden2 — Thu, 31 Aug 2023 18:07:41 GMT

@Dannysayer, stick with this thread - I'll re-escalate it for you and move your new thread out of the way.

Staff should follow up during the day on Friday. They are not here evenings or over the weekend.

Re: Can’t access my account since I joined in May

Dannysayer — Thu, 31 Aug 2023 22:25:35 GMT

Ok thanks. Green light on ONT and white light on Eero but no Internet since 5:00. Any ideas to what the problem is?

Re: Can’t access my account since I joined in May

Dannysayer — Thu, 31 Aug 2023 22:44:48 GMT

Getting this error when trying to use Internet.

Re: Can’t access my account since I joined in May

ferguson — Thu, 31 Aug 2023 22:51:15 GMT

I'm a wee bit confused as to how you managed to change your payment date without access to My Account?

Re: Can’t access my account since I joined in May

Gliwmaeden2 — Thu, 31 Aug 2023 22:51:50 GMT

Just wait for staff to pick up your thread again on Friday, @Dannysayer

We don't know if it's a fault or connected with the account problem, so it's all getting a bit tangled up....

Re: Can’t access my account since I joined in May

Dannysayer — Thu, 31 Aug 2023 22:53:03 GMT

They said they had done it on the phone but I think they just cancelled it instead.

Re: Can’t access my account since I joined in May

ferguson — Thu, 31 Aug 2023 22:56:55 GMT

OK, just to clarify and help Arne, hopefully: when was the payment due; and when did you call in to ask for the change of date?

Re: Can’t access my account since I joined in May

Arne-TalkTalk — Wed, 06 Sep 2023 09:07:32 GMT

HI @Dannysayer

Can you try to register for My Account https://www.talktalk.co.uk/login/

Re: Can’t access my account since I joined in May

Dannysayer — Mon, 11 Sep 2023 21:22:48 GMT

Hi I have tried but still same message

Re: Can’t access my account since I joined in May

Arne-TalkTalk — Wed, 13 Sep 2023 09:50:05 GMT

HI Dannysayer

What error message are you getting?

Re: Can’t access my account since I joined in May

Dannysayer — Wed, 13 Sep 2023 10:40:58 GMT

Still same message.

There was a technical error

We’re very sorry and working hard to resolved this. Please try again later.

Re: Can’t access my account since I joined in May

Arne-TalkTalk — Wed, 13 Sep 2023 10:58:13 GMT

Is this after you receive the verification SMS? Can you add the account number you are using to your community profile in the private notes section. That error message sometimes means there is wrong details at our side.

Re: Can’t access my account since I joined in May

Dannysayer — Wed, 13 Sep 2023 11:36:32 GMT

Hi yes after text confirmation it brings up the error.