topic Re: Community Login Issue in Billing

Community Login Issue

stevesurrey — Mon, 07 Apr 2025 23:59:59 GMT

I am another customer that can no longer login to the Community from the forum page like I always used to. This started over the weekend. Despite entering my email address I never progress to Step 2 and a code is not sent via email. I should say this is on a Windows laptop. My android mobile is unaffected. I hope this can be fixed swiftly as logging in via My Account is an utter PITA. In the meantime can some knowledgeable person advise me of the shortest route to get to Community once I have logged into My Account. At the moment I seem to need to go through 5 or 6 links to get to it which is ridiculous.

Re: Community Login Issue

Gliwmaeden2 — Tue, 08 Apr 2025 06:07:43 GMT

I've flagged this for staff support, @stevesurrey

Re: Community Login Issue

Arne-TalkTalk — Tue, 08 Apr 2025 07:15:57 GMT

Hi stevesurrey

I have tested the login process direct on the community page, the only thing is the email code went straight into the spam folder. Did you check that folder?

I wasn't aware that the link to the community had moved in My Account, I will flag it to the community manager.

Re: Community Login Issue

stevesurrey — Tue, 08 Apr 2025 08:49:17 GMT

When I was able to login from the Community page the email codes all went to my Spam folder (why?) so ive always known to check there.

But when I now try to login from Community I enter my Email address as Step 1, tap continue but am not taken to Step 2 where I should enter the security code which hasn't been sent either. The web page flashes briefly but remains at Step 1.

I've seen other threads complaining about it too.

Re: Community Login Issue

Arne-TalkTalk — Tue, 08 Apr 2025 09:41:41 GMT

Seems to be very intermittent.

What browsers have you tried on the PC?

Re: Community Login Issue

stevesurrey — Tue, 08 Apr 2025 10:21:06 GMT

I use Edge. The login worked fine last week but stopped over the weekend and hasn't worked since.

Re: Community Login Issue

Arne-TalkTalk — Tue, 08 Apr 2025 10:36:55 GMT

have you tried a different one, I used chrome to test and it was fine

Re: Community Login Issue

stevesurrey — Tue, 08 Apr 2025 10:45:38 GMT

I only have Edge on my laptop. Clearly it is a sporadic problem that others suffer whilst others don't. But as posted on another thread about same issue

"I have already sent staff an alert about the increasing frequency of the issue anyway, but of course they can't pick up on it before Monday. Gliwmaeden2,"

Re: Community Login Issue

Arne-TalkTalk — Tue, 08 Apr 2025 12:00:51 GMT

Hi @stevesurrey

i have tested with edge (had to re-install it) could not replicate it, so the guidance is the usual thing to to check that there are no pop-upp blockers, in the background causing the problem.

Add the community website https://community.talktalk.co.uk to the exception list. instructions here

1. Access Edge Settings:

Open Microsoft Edge, Click the three dots (ellipsis) in the top-right corner, and Select "Settings".

2. Navigate to Cookies and Site Permissions:

Click on "Cookies and site permissions" in the left-hand menu.

3. Find Pop-ups and Redirects:

Scroll down to the "All permissions" section.
Click on "Pop-ups and redirects".

4. Toggle the Block Setting:

To enable the pop-up blocker, ensure the "Block (recommended)" toggle is turned ON.

To disable the pop-up blocker, toggle it to OFF.

5. (Optional) Add Exceptions:

If you want to allow pop-ups on specific websites while blocking them elsewhere, click "Add" next to "Allow" and enter the website address.
Click "Add" again to save the exception.

Hope that helps.

Re: Community Login Issue

stevesurrey — Tue, 08 Apr 2025 12:33:02 GMT

Sorry but that makes no difference. I'd already checked that nothing was blocked and that is still the case. Turning off blocking completely or adding the site as an exception made no difference.

Any idea when the link to Community within My Account will be easier to find?

Re: Community Login Issue

Arne-TalkTalk — Tue, 08 Apr 2025 13:17:37 GMT

I will feed it back to the My Account team

Re: Community Login Issue

stevesurrey — Wed, 09 Apr 2025 12:48:21 GMT

@Arne-TalkTalk I saw you ask in one of the other 2 threads reporting this problem if it was still an issue.

It is still not working for me and logging in via My Account is still a lengthy 5 or 6 click process via obscure menu options.

Re: Community Login Issue

Arne-TalkTalk — Wed, 09 Apr 2025 13:03:12 GMT

Can you try another browser