topic Re: Talktalk bill. I am unable to access my bill despite everything else working in Billing

Talktalk bill. I am unable to access my bill despite everything else working

BMWw174jpm — Wed, 16 Apr 2025 13:41:52 GMT

I have received an email notifying me of my next bill, which appears far higher than expected. However, when I go in to my account I can't access a breakdown of my bill. I have tried several times but all with no sucess. I just am unable to view my bill.

Re: Talktalk bill. I am unable to access my bill despite everything else working

KeithFrench — Wed, 16 Apr 2025 13:51:39 GMT

Hi @BMWw174jpm

This issue does affect some customers and there are several workarounds, some work for some people, whilst others have more success with another. These include:-

Clear the browser's cache
Allow all cookies on the MyAccount website
Use the browser's private mode
Use a different browser, such as Safari or Opera.

Re: Talktalk bill. I am unable to access my bill despite everything else working

nomfezeko-TT — Wed, 16 Apr 2025 13:54:30 GMT

Hi @BMWw174jpm, thank you for alerting us, there could be an issue with MyAccount, we'd have to look at that on our end. For now, can I look into your issue regarding your query, we will send you a private message so we can discuss things in detail with you.

Thanks,

-Fez.

Re: Talktalk bill. I am unable to access my bill despite everything else working

BMWw174jpm — Wed, 16 Apr 2025 13:59:49 GMT

Hi, Thanks for your reply to my problem. I received an email this morning from talktalk informing me that my next Bill is ready. I subsequently went on to the website, which loaded. I then clicked on "View my bills " for an itemised bill. Everyrhing else appears to be working correctly but I am just unable to view my itemised bill. I am concerned because the bill is almost twice what I normally pay, even with the recent increase. I have tried doing as suggested, other than trying another browser. I would like to contact "Live Chat" but can't seem to find out how to do this. Thank you.

Re: Talktalk bill. I am unable to access my bill despite everything else working

KeithFrench — Wed, 16 Apr 2025 14:00:58 GMT

Hi @nomfezeko-TT

This has been an issue for around a year or so now, it only affects a few customers and previously it was thought that nothing could be done about it.

Re: Talktalk bill. I am unable to access my bill despite everything else working

Gliwmaeden2 — Wed, 16 Apr 2025 14:10:50 GMT

@BMWw174jpm, you don't even need to be able to log in to My Account to use Live Chat.

See links and opening hours for contacting Talktalk directly here:

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

Re: Talktalk bill. I am unable to access my bill despite everything else working

BMWw174jpm — Wed, 16 Apr 2025 14:10:34 GMT

Hi, Yes, Please do so,

Thanks, Jan

Re: Talktalk bill. I am unable to access my bill despite everything else working

BMWw174jpm — Wed, 16 Apr 2025 14:25:31 GMT

Hi, I've tried tp access to live chat but the link you provided doesn't provide me with a direct link, sorry. I prefer using live chat due to having problems with my hearing.

Re: Talktalk bill. I am unable to access my bill despite everything else working

KeithFrench — Wed, 16 Apr 2025 14:29:38 GMT

Hi @BMWw174jpm

The Live Chat button seems to only be visible if there are spare agents available.

Re: Talktalk bill. I am unable to access my bill despite everything else working

Gliwmaeden2 — Wed, 16 Apr 2025 16:14:23 GMT

@BMWw174jpm, you always have to work through the initial bot questions before getting a chance to speak to an agent.

Sometimes it actually says "speak to an agent?" as one of the options.

It doesn't open with a human being straight away.

Re: Talktalk bill. I am unable to access my bill despite everything else working

BMWw174jpm — Thu, 17 Apr 2025 11:04:24 GMT

Despite having a "Private Conversation" with a member of talktalk yesterday, 16th April, I was optimistic that the problems I am experiencing in relation to account charges and being unable to access my bills would be resolved. It appears this is not the case. I still cannot gain access to my bills and the points that I have raised with the talktalk member have not been replied to. I did send a new "Private" message earlier today but have received no response.

Re: Talktalk bill. I am unable to access my bill despite everything else working

Gliwmaeden2 — Thu, 17 Apr 2025 12:00:35 GMT

Sorry to hear that the PMs went dead.

I'll re-escalate this thread.

Re: Talktalk bill. I am unable to access my bill despite everything else working

siphosethu-TT — Mon, 21 Apr 2025 07:18:17 GMT

Hi there BMWw174jpm, please confirm if you are still experiencing the same issue. Thanks

Re: Talktalk bill. I am unable to access my bill despite everything else working

BMWw174jpm — Tue, 22 Apr 2025 08:57:32 GMT

Having had no luck whatsoever in accessing my account I received this message this morning:

Hello Miss Jan Longworth,

Thank you for replying back to us and for the information you have provided.

I acknowledge that you do not have an alternative email address for us to update in our system, and I apologize for any inconvenience this may have caused. I have waived the unlimited UK calls boost charge, resulting in an outstanding balance of £32.76.

This still leaves me with no means of accessing my talktalk account. talktalk seemingly don't give a damn as long as they keep getting paid. I have now informed them that as soon as my current contract expires I will be changing suppliers. Absolutely disgraceful customer service.

Re: Talktalk bill. I am unable to access my bill despite everything else working

Arne-TalkTalk — Tue, 22 Apr 2025 10:57:28 GMT

Hi @BMWw174jpm

Can you confirm that you have followed the instructions given earlier by one of our stars.

This issue does affect some customers and there are several workarounds, some work for some people, whilst others have more success with another. These include:-

Clear the browser's cache
Allow all cookies on the MyAccount website
Use the browser's private mode
Use a different browser, such as Safari or Opera.

I would also add disabling any pop/ad blockers in the browser to the above guide.