topic Re: Chat Messaging Query in Full Fibre

Chat Messaging Query

Fraser07 — Wed, 29 Jan 2025 10:13:53 GMT

I have a problem when I sign on to my account and use TalkTalk Chat.

When I post a message on TalkTalk Chat it displays a different name to my name.

My daughter in law borrowed my laptop to contact TalkTalk about an upgrade as her computer was faulty. Ever since, when I use Chat under my log-in, her name appears as the person posting messages.

At the TalkTalk end the agent can see it's me from my log-in but It causes confusion every time I want to contact TalkTalk by Chat which is my preferred method of communication. I have to tell the agents it is me who is on Chat and not my daughter-in-law.

When I contacted TalkTalk I was told the problem couldn't be fixed. I was then told to use the Chat without logging on then try again by logging in with my sign on. This didn't work. .

Does anyone know what the problem is and what needs to be done to get it fixed?

Thanks.

Fraser

Re: Chat Messaging Query

Divsec — Wed, 29 Jan 2025 15:44:55 GMT

Hi @Fraser07 have you tried either a different browser or clearing the cookies cache on your preferred browser?

Re: Chat Messaging Query

Arne-TalkTalk — Thu, 30 Jan 2025 12:37:40 GMT

Can you try using a different device if possible?

Re: Chat Messaging Query

Fraser07 — Thu, 30 Jan 2025 17:50:01 GMT

No I haven't thanks. Only device I could try is my phone but I find it awkward to use my phone for Chat and prefer my laptop which is easier for typing. I don't understand why this can't be fixed by TalkTalk. Would have thought when you end a conversation you would start afresh when you log-in. I've contacted TalkTalk about this problem and hope a solution can be found.

Re: Chat Messaging Query

Fraser07 — Thu, 30 Jan 2025 17:56:11 GMT

I don't really want to use another browser and clearing cookies cache didn't work either.

Re: Chat Messaging Query

Divsec — Fri, 31 Jan 2025 09:37:31 GMT

Thanks for trying. Arne will get to the bottom of it.

Re: Chat Messaging Query

Arne-TalkTalk — Fri, 31 Jan 2025 10:43:15 GMT

Hi Fraser07

Its an issue Ive never come across before, so the reason I asked to test with a different browser is so we can narrow down if the issue is browser based.

Re: Chat Messaging Query

Fraser07 — Fri, 31 Jan 2025 12:07:41 GMT

I did try signing on to TalkTalk Chat using Google Chrome and getting the same issue.

Re: Chat Messaging Query

Arne-TalkTalk — Fri, 31 Jan 2025 13:00:11 GMT

Ok thank you, I will see what I can find.

Re: Chat Messaging Query

Arne-TalkTalk — Fri, 31 Jan 2025 13:13:23 GMT

can you ensure that the browsers are upto date, Also the date and time when you tried the second browser as I cant see any notes from live chat

Re: Chat Messaging Query

Fraser07 — Tue, 04 Feb 2025 09:22:46 GMT

Browsers are up to date. I used my Grandson's laptop - Google Chrome. It was last Friday 31st - 11.27. I have taken a screenshot and attached it. Just did the same. Signed into his laptop with my sign on. When I go into the chat as I did yesterday it seems to retain all the chat going back to 30th March last year when my daughter in law first borrowed my laptop to contact TalkTalk.

Re: Chat Messaging Query

Fraser07 — Thu, 06 Feb 2025 10:56:53 GMT

Today I got a phone call from a member of TalkTalk. I think he said his name was Shaun. He told me again to try clearing cookies and cache on my laptop which I did. Still not showing my name on chat when I sign into TalkTalk. Still puzzled what the problem is and why it can't be fixed at the TalkTalk end.

Re: Chat Messaging Query

Arne-TalkTalk — Tue, 18 Feb 2025 11:57:16 GMT

Hi @Fraser07

Can you power down the router and the ONT for 30 mins, there is a chance your IP address is being linked to your daughter in laws account which is confusing the Live Chat system.

Re: Chat Messaging Query

Fraser07 — Tue, 18 Feb 2025 18:57:50 GMT

Apologies Arne but I'd don't know what an ONT is. Can you advise? Thanks.

Re: Chat Messaging Query

Arne-TalkTalk — Wed, 19 Feb 2025 11:12:15 GMT

The ONT is the box on the wall that the router is connected too

Re: Chat Messaging Query

Fraser07 — Wed, 19 Feb 2025 12:00:26 GMT

Thanks Arne. Doing what you suggest won't upset any of of my router settings/passwords etc, will it?

Re: Chat Messaging Query

Arne-TalkTalk — Wed, 19 Feb 2025 12:55:02 GMT

No, it just refreshes the IP address assigned to the router. obviously while its off for 30 mins nothing will connect but once restarted normal service will resume.

Re: Chat Messaging Query

Fraser07 — Fri, 21 Feb 2025 11:36:37 GMT

Hi Arne, I've just renewed my TalkTalk contract for broadband and VIOP and I'm due to receive a Eero new router. The Go-Live date is scheduled for the 10th March. I might wait till then to see if this corrects the problem as I'll be using my new Eero router. Should I wait till then or just do as you suggest and switch of the ONT and router as you suggest?

Re: Chat Messaging Query

Arne-TalkTalk — Mon, 24 Feb 2025 10:40:22 GMT

Hi its up to you really, let us know how it goes after the 10th

Re: Chat Messaging Query

Fraser07 — Mon, 24 Feb 2025 12:49:53 GMT

Hi Arne.

I switched off my router and ONT for 30 minutes as you suggested and at first when I went on to my laptop my daughter in laws name was shown when I tried to test it on Chat. When I use my laptop it seems to bring up all my chat history going back to 30th March last year when my daughter-in-law first borrowed my laptop to contact TT chat..

However when I tried testing it on my mobile, it was showing my message posted as "You" and not my daughter in laws name and I noticed in the three dot menu on TT chat (on my mobile) there was a "clear history" option that wasn't available on my laptop. I went back into my laptop and there was no history and my name is shown as "You". Plus I now have that "clear history" option on my laptop.

I'm on chat now to ask an agent what name is showing at their end but no agent has come on as yet. Been waiting 20 minutes.

It looks like everything is OK now but I'll get back and confirm again if that's OK with you.

Fraser