topic Re: Recently set up online account disappeared. in Billing

Recently set up online account disappeared.

Morganzola1 — Sat, 26 Aug 2023 14:32:07 GMT

I've recently rejoined Talk Talk and it took forever it seemed to set up my online account. This was eventually solved and i got an online account but now today it's saying my email address isn't registered and i can't log in with my current outlook email or password. Frustrating.. I'm still thinking this is to do with an old Talk Talk account closed in 2018 and conflicting with old registered emails..i've brought this up numerous times. Can anybody help?

Re: Recently set up online account disappeared.

Arne-TalkTalk — Mon, 28 Aug 2023 10:39:17 GMT

Hi Morganzola1

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Recently set up online account disappeared.

Morganzola1 — Mon, 25 Sep 2023 22:28:06 GMT

This has happened again..Can't log into my account with Outlook email or password..says not registered or recognised..so frustrating..

Re: Recently set up online account disappeared.

Gliwmaeden2 — Mon, 25 Sep 2023 22:44:34 GMT

I'll re-escalate this thread for you, @Morganzola1.

Re: Recently set up online account disappeared.

Morganzola1 — Mon, 25 Sep 2023 22:51:57 GMT

Thank you. it seems to be a regular occurrence..every few weeks..i don't know why!

Re: Recently set up online account disappeared.

Arne-TalkTalk — Tue, 26 Sep 2023 10:15:21 GMT

Hi @Morganzola1

Sorry that you are having problems.

Have you followed the forgotten password link to reset your password?

Re: Recently set up online account disappeared.

Morganzola1 — Tue, 26 Sep 2023 11:51:56 GMT

Thanks for response Arne. I've tried all of the obvious stuff. It states my email isn't recognized either..even though it's the one i set up my plan with..so i can't change password. Every time i get the online account reactivated it goes down again. Getting tiresome now. The link you sent on initial reply to this problem doesn't work either unfortunately..

Re: Recently set up online account disappeared.

Gliwmaeden2 — Tue, 26 Sep 2023 13:00:27 GMT

Any links sent by PM need to be responded to within a few hours, @Morganzola1, so won't be viable several weeks later.

You'd need to have a new one sent.

Re: Recently set up online account disappeared.

Morganzola1 — Tue, 26 Sep 2023 17:22:14 GMT

Thanks again for response. I didn't click on the link initially as by the time Arne had sent it the issue had been dealt with..alas it is still recurring and i don't know why. Nobody seems to be able to fix the glitch or whatever it is. Initially i was supposed to have a Welcome pack come through the post re. setting up My Account as well..this never came even though i've requested it a few times since. Any ideas on how to get me back up and running with online 'My Account' greatly appreciated.

Re: Recently set up online account disappeared.

Gliwmaeden2 — Tue, 26 Sep 2023 19:52:00 GMT

Best to wait for Arne to get back on the case during the day, @Morganzola1.

Re: Recently set up online account disappeared.

Arne-TalkTalk — Wed, 27 Sep 2023 10:56:24 GMT

Hi @Morganzola1

The link sent last month will have expired, I will need to send it again.

Your account is showing as registered but i have seen this in the past where there is a mismatch in the backend system

Regards

Re: Recently set up online account disappeared.

Morganzola1 — Thu, 28 Sep 2023 18:31:17 GMT

Thanks Arne. Sent you a private message yesterday and filled in form on link..response was be in touch..i've heard nothing yet unfortunately.

Re: Recently set up online account disappeared.

Arne-TalkTalk — Fri, 29 Sep 2023 06:25:37 GMT

Hi @Morganzola1

There was a mismatch between your account and the My Account server, which I have fixed now.

Can you try to register again.

Re: Recently set up online account disappeared.

Morganzola1 — Fri, 29 Sep 2023 12:02:49 GMT

Hi Arne. Thanks again for response. I've tried re registering before and it just comes up with a technical error message. It's still doing this..i don't know why the system keeps deleting my online account. I've spent a lot of time on chat/phone calls over the last couple of months trying to sort. It's proven my email address works. But after a few weeks it goes down again. I did receive an email re refreshing my talk talk email account recently. I don't have a talk talk email address and don't wish for one. The registered address when setting up plan is the outlook one. Would this be the problem/conflict?

Re: Recently set up online account disappeared.

Arne-TalkTalk — Fri, 29 Sep 2023 12:10:16 GMT

is there another address you can try with?

Re: Recently set up online account disappeared.

Morganzola1 — Fri, 29 Sep 2023 12:26:02 GMT

I'd rather use this address..plus it's what i registered my plan with. It's been proven to work so cant understand why talk talk can't reset it. Should i try sorting on chat again? I think I've done it about 3 times now but it is time consuming unfortunately. Anything else you spot or can advise please let me know. Thanks Arne.

Re: Recently set up online account disappeared.

Arne-TalkTalk — Fri, 29 Sep 2023 12:41:55 GMT

Can you check your email now see if the same issue happens

Re: Recently set up online account disappeared.

Morganzola1 — Fri, 29 Sep 2023 16:18:27 GMT

Same thing I'm afraid..same register form..not working..just comes up with 'technical error..try again'..I can't understand it as it has worked previously and my outlook address is most definitely the one i set up the plan with..

Re: Recently set up online account disappeared.

Morganzola1 — Fri, 29 Sep 2023 23:02:39 GMT

Hi Arne. I've sorted it. Previously i mentioned an old email address registered with a previous talk talk/tiscali account that finished in 2018. I was told by people at talk talk this wouldn't conflict. I've made sure that any memory or trace of passwords for that old account have been deleted. Seems to have done the trick..even though old previous account details still show up on My account when logging in. This message should maybe be passed on to other customers in a similar situation. Hopefully the account won't go down again..Fingers crossed!

Re: Recently set up online account disappeared.

Gliwmaeden2 — Sat, 30 Sep 2023 07:50:26 GMT

Usually the advice for a returning customer is not to use the same address for billing as before, @Morganzola1. So it's odd that they seemed to think it wouldn't matter!