topic Re: Unable to view bill in Billing

Unable to view bill

JonnyTech — Thu, 24 Oct 2024 12:19:13 GMT

I have been trying to access my bill in the online portal. I just get a loading message with a spinning dotted circle. Same with different browsers, computers, phone, location. Can anyone help? This inability to see my bills will drive me away from talktalk.

Re: Unable to view bill

Arne-TalkTalk — Thu, 24 Oct 2024 12:23:21 GMT

Hi @JonnyTech

This is caused as Ad/ pop up blockers are stopping the bill being displayed. Clear the cache, and cookies for our site, and allow pop-ups. etc for My Account

Regards

Re: Unable to view bill

JonnyTech — Thu, 24 Oct 2024 12:30:15 GMT

Thank you @Arne-TalkTalk - I have all blockers, extensions, etc uninstalled. Any other suggestions?

Re: Unable to view bill

JonnyTech — Thu, 24 Oct 2024 13:29:31 GMT

I have wiped my computer, reinstalled the operating system, installed chrome (as that is your recommended browser) and still cannot access my bill (although I can pay it which is annoying because I want to see what I am paying for before doing so).

The console shows various errors:

lptag.liveperson.net/tag/tag.js?site=45956611:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR logx.optimizely.com/v1/events:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR 5A parser-blocking, cross site (i.e. different eTLD+1) script, <URL>, is invoked via document.write. The network request for this script MAY be blocked by the browser in this or a future page load due to poor network connectivity. If blocked in this page load, it will be confirmed in a subsequent console message. See <URL> for more details. logx.optimizely.com/v1/events:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR logx.optimizely.com/v1/events:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR adrum-latest.js:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR tag.js:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR logger.ts:193 [OPTIMIZELY] - WARN 2024-10-24T13:19:05.270Z Invalid eventBatchSize undefined, defaulting to 10 t.consoleLog @ logger.ts:193 logger.ts:193 [OPTIMIZELY] - WARN 2024-10-24T13:19:05.270Z Invalid eventFlushInterval undefined, defaulting to 1000 t.consoleLog @ logger.ts:193 logger.ts:196 [OPTIMIZELY] - ERROR 2024-10-24T13:19:05.271Z PROJECT_CONFIG_MANAGER: You must provide at least one of sdkKey or datafile. Cannot start Optimizely t.consoleLog @ logger.ts:196 vendor.50fc9c11.js:7 Refused to set unsafe header "origin" (anonymous) @ vendor.50fc9c11.js:7 vendor.50fc9c11.js:7 Refused to set unsafe header "referer" (anonymous) @ vendor.50fc9c11.js:7 www.googletagmanager.com/gtm.js?id=GTM-PDCZTL&l=dataLayer:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR vendor.50fc9c11.js:7 TypeError: a.lpTag.newPage is not a function at Object.h [as sectionId] (deploy.c1f4146a.js:5:22624) at G.$onInit (deploy.c1f4146a.js:21:1771) at vendor.50fc9c11.js:6:13291 at f (vendor.50fc9c11.js:5:9861) at n (vendor.50fc9c11.js:6:13156) at vendor.50fc9c11.js:6:18819 at i (vendor.50fc9c11.js:7:15417) at vendor.50fc9c11.js:7:15839 at n.$digest (vendor.50fc9c11.js:7:21470) at n.$apply (vendor.50fc9c11.js:7:23284) (anonymous) @ vendor.50fc9c11.js:7 my-element.js:2 Uncaught TypeError: Cannot read properties of null (reading 'classList') at bannerCreation (cookieConsent.js:206:22) at request.onload [as __zone_symbol__ON_PROPERTYload] (cookieConsent.js:133:21) at XMLHttpRequest.We (my-element.js:2:11560) at v.invokeTask (my-element.js:2:7236) at L.runTask (my-element.js:2:2616) at p.invokeTask [as invoke] (my-element.js:2:8287) at Z (my-element.js:2:20823) at N (my-element.js:2:21218) at XMLHttpRequest.B (my-element.js:2:21382) logx.optimizely.com/v1/events:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR logx.optimizely.com/v1/events:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERROR vendor.50fc9c11.js:7 TypeError: a.lpTag.newPage is not a function at deploy.c1f4146a.js:5:22545 at vendor.50fc9c11.js:7:30592 at e (vendor.50fc9c11.js:6:1255) at vendor.50fc9c11.js:6:2720 at M.<computed> (my-element.js:2:28164) at v.invokeTask (my-element.js:2:7236) at L.runTask (my-element.js:2:2616) at invokeTask (my-element.js:2:8287) at invoke (my-element.js:2:8188) at p.args.<computed> (my-element.js:2:27876)

Can anyone make any sense of this? Is it because I was a Shell customer and my account has been taken over by TalkTalk?

This is the same result everywhere that I try to access my bill - all other sections of the website are fine.

Re: Unable to view bill

damianjk — Thu, 24 Oct 2024 18:07:24 GMT

Hi,

I'm in a similar position, Shell migrated and get exactly the same 'loading' page. If I scroll back I get a 'you're not authorised...' and get redirected to the login page, but because I'm already logged in I land back on my dashboard. It's been like this for a few months. Judging by the all the other software and general issues with TT I can't imagine this being fixed anytime soon. Tried on many different devices, different browsers etc. so clearly a TT issue.

I've now left TT, they promised 150MBs up from Shell's 100Mbs and nothing changed. I notice other Shell customers 200Mbs -> TT 500Mbs have the same problem in as much as nothing was changed. To add insult to injury TT say that they will start charging extra for the faster speed at some point. I really can't figure out if TT's 150Mbs is actually 100Mbs and just marketed as 150Mbs. From memory, Shell's guaranteed minimum was 95Mbs on 100Mbs max 120Mbs and I used to get around 105-110Mbs, TT's guaranteed minimum is 75Mbs on 150Mbs. The ISP I've moved to used to offer 200Mbs and they no longer offer 200Mbs, but 150Mbs with the next jump being 500Mbs and then 900Mbs. I believe the regulator has cracked down on marketing ambitious speeds along with introducing one touch switching which can only benefit consumers.

I was able to view my bills once whilst the TT website was painfully slow, which suggests a necessary page/call/link etc. timing out, but this was a one off and I've still have no idea what my final bill from Shell looks like. The TT bills I did see briefly make no sense.

I can get paper bills apparently at £2.75 a pop. Due to TT mucking up Direct Debits I made an online payment with no problem via the website, it's just being able to view/download/print etc. any bill that doesn't work. TT refuse to send the bills via email and unfortunately contacting them via phone just doesn't work.

I'm now waiting for notification of my final bill and I'll try again to access it/them. Ultimately I don't think that I have any alternative, but to look through what I'd paid up for with Shell, somehow work out what what I think TT should have charged for the TT period, difficult without Shell's final bill, claim all the DD's back from TT under the DD guarantee from my bank and pay what I think TT should have charged. I can then post what I've done in a new thread here so that TT have sight and/or post a letter with proof of posting

Alternatively TT could fix their website so that customers in our position could actually get sight of a bill, but I honestly can't see that happening. I wish you the best of luck getting any sort of access to your bills. If you look through this forum you're not alone, but that doesn't help much, but only in as far as you're not going mad, it is real and happening

Re: Unable to view bill

Gliwmaeden2 — Thu, 24 Oct 2024 20:11:19 GMT

@damianjk and @JonnyTech, as Shell Migration customers there's very little that online forum staff can do - you need to call the Shell Migration team for support on 03451 720088 (weekdays 9am-7pm, Saturday till 6pm).

Re: Unable to view bill

JonnyTech — Thu, 24 Oct 2024 23:23:46 GMT

> you need to call the Shell Migration team for support

Seriously? I have wasted whole days over the past several months trying to get this sorted. Hours waiting on hold to get connected to someone who is unable to help. Promises of callbacks but at times that are unsuitable for me. Had my account cancelled and re-registered but made no difference. No access to online chats or direct numbers, just waiting in a generic queue to get scripted responses. This forum was my last resort. Now having to go back to Shell to be told yet again that it is a TalkTalk issue. @Gliwmaeden2 I know that it is not your fault and sorry to be grumpy. Seeing as I am not the only person to report this then surely it should not be up to the customers to keep chasing what is an operational problem.

Re: Unable to view bill

JonnyTech — Sat, 26 Oct 2024 15:15:45 GMT

I have spent several hours today chatting with the Shell Migration team. They were unaware of the issue and have been unable to help. Is there anyone else that I can speak to about viewing my bills? @Gliwmaeden2 @Arne-TalkTalk

Re: Unable to view bill

Gliwmaeden2 — Sat, 26 Oct 2024 15:43:15 GMT

Staff are not on here at weekends, @JonnyTech.

Maybe use the Complaints route? Link at the bottom of any Talktalk page.

Re: Unable to view bill

JonnyTech — Sat, 26 Oct 2024 18:53:47 GMT

I have complained many times. It is probably best to leave TalkTalk and find another provider. Thanks @Gliwmaeden2

Re: Unable to view bill

Arne-TalkTalk — Thu, 31 Oct 2024 13:39:08 GMT

Have you spoken to the Shell Migration team at TalkTalk?

Re: Unable to view bill

JonnyTech — Thu, 31 Oct 2024 15:10:21 GMT

> Have you spoken to the Shell Migration team at TalkTalk?

Yes, please see this posted message: https://community.talktalk.co.uk/t5/Billing/Unable-to-view-bill/m-p/3073261#M335035

TL;DR big waste of time, still no access to bills.

Re: Unable to view bill

Arne-TalkTalk — Fri, 01 Nov 2024 12:26:38 GMT

At this time they are the only team who can assist you.

Re: Unable to view bill

JonnyTech — Fri, 01 Nov 2024 13:02:07 GMT

> At this time they are the only team who can assist you.

After spending hours trying to resolve this, I can assure you that they are unable to assist me. Is there anyone else reading this, who works at TalkTalk, that can look at this?

Re: Unable to view bill

Arne-TalkTalk — Fri, 01 Nov 2024 13:31:05 GMT

im sorry that you are unhappy but all ex-shell customers have to be pushed to the migration team

Re: Unable to view bill

JonnyTech — Fri, 01 Nov 2024 13:35:15 GMT

> im sorry that you are unhappy but all ex-shell customers have to be pushed to the migration team

No need to apologise, sorry if you feel that you had to - it is just very frustrating with you telling me that they can help, and they tell me otherwise, hence was asking if anyone else can help.

Is there an email address where I can contact them? I really do not want to spend hours on the phone which ruins yet another day.

Re: Unable to view bill

Arne-TalkTalk — Tue, 05 Nov 2024 14:29:41 GMT

Unfortunately there is no email address, they are only available on the Phone.