topic Re: Reporting faults in My Account in Email

Reporting faults in My Account

hawaye — Fri, 28 Apr 2023 13:39:55 GMT

My problem relates to a software fault on My Account. I have 2 phone numbers in separate buildings. When I check the usage on the second number *9964, it is the same as on the first *0964. *9964 is in a building often unoccupied while we are often at home on *0964 so it is impossible for the usage to be the same. The routers are different, *9964 connects to a Sagemcom router but *0964 connects to a Huawei router. The 'My Router' tab shows them both as Huawei routers. I suspect that a speed check is also checking the same line. On stand-alone OOKLA speed checks, *9964 is about 30% slower than *0964 because there are multiple access points in a bigger building. The TalkTalk speed check shows both at near-identical speeds.

Re: Reporting faults in My Account

Arne-TalkTalk — Tue, 02 May 2023 09:38:01 GMT

Hi @hawaye

Historically the usage figures in My Account are inaccurate, when we moved to unlimited usage we were supposed to remove the usage meter from My Account .

I have completed line tests which have not detected any issues

I will PM you with the usage details fort both lines.

Re: Reporting faults in My Account

hawaye — Wed, 10 May 2023 14:48:28 GMT

Many thanks Arne.

Re: Reporting faults in My Account

Arne-TalkTalk — Thu, 11 May 2023 08:52:59 GMT

No problem.