topic Re: Access to Forum when Email Down in Email

Access to Forum when Email Down

SiHancox — Fri, 23 Aug 2024 06:35:37 GMT

Hi,

This isn’t so much a technical issue, more an admin query.

Noted early this morning that TalkTalk email wasn’t getting incoming mail, in my case appeared the Pipex POP server was down…went to log in to this forum to check status and couldn’t…because the new system requires password sent to My Account email address (you’ve guessed it…which was down).

So daft question, how does one access this forum to report email issues if access is via that same email system (by the way, email started working again at 0700hours).

I did try to check the Service Status Board but nothing was being reported, there again, it doesn’t usually reflect shorter issues in my experience anyway, which can be another frustration when seeking information for a service outage.

Thanks in advance, Si.

Re: Access to Forum when Email Down

Anonymous — Tue, 27 Aug 2024 07:55:51 GMT

Hi Si,

Thanks for your post. It's still possible to check the Service Status Dashboard for any known incidents without logging onto the Community, however if you wanted to log an individual fault then you'd need to use our Live Chat service if you are unable to log into the Community.

Thanks

Michelle

Re: Access to Forum when Email Down

SiHancox — Tue, 27 Aug 2024 12:26:56 GMT

Hi Michelle,

Its been a while since we last spoke, trust you are well.

Thanks for the reply, appreciate it wasn’t a tech issue as such, but when email went off the other day for a few hours and I tried to get on forum to see what was happening…I suddenly realised that wasn’t going to be possible (so caught me a little by surprise).

I didn’t think of Live Chat (guess that will have to be method in future if Mail goes AWOL), but to be honest, I’ve always found the forum to be the better place for resolutions 😉

Just a thought and to save users being locked out of the forum whenever there’s an email issue…could the login system offer to send the code via text as an alternative…you must have users mobile number on file.

May be you could pass the above suggestion on for consideration.

Anyhow, that’s all it was, all the best,

Si.

Re: Access to Forum when Email Down

Anonymous — Tue, 27 Aug 2024 12:33:48 GMT

Hi Si,

I'm very well thank you. I hope you are too?

I've just been advised that if you login to your My Account using your mobile number and then once logged in, navigate to Community using the same browser/device and it will keep you logged in and you can use Community as normal.

Let me know if there are any issues 🙂

Michelle

Re: Access to Forum when Email Down

SiHancox — Tue, 27 Aug 2024 15:22:13 GMT

Hi Michelle,

Unfortunately when I try to use my mobile number to login in to My Account it states “Phone number is not registered to an account”…so I’m forced back to using my email.

Strangely, when logging in via email I’m presented with a “Please check your details…” popup, which I confirmed because they were correct (even the mobile)…so not sure what’s going on.

I even thought of navigating to “My Details and Settings” section and tried to edit just the mobile number again (even though it’s already correct and previously been confirmed)…but unfortunately I then see the below message.

Update details error

So, as far as I’m concerned all my details are up to date and correct for My Account, including mobile number…but for whatever reason your system doesn’t think it’s “Registered to an account”.

Do I have to do something to achieve that or should it be done automatically…or is your system experiencing update issues?

Unfortunately I can’t test anymore at the moment because I’ve used up my quota of login codes (I always access My Account with codes…password method hasn’t worked for sometime now)…assume that will reset later today or tomorrow.

Regards,

Si.

Re: Access to Forum when Email Down

Ady-TalkTalk — Wed, 28 Aug 2024 13:39:44 GMT

Hi Si, I've checked your myaccount and your details are all showing registered correctly. Are you still having trouble seeing them?

Ady

Re: Access to Forum when Email Down

SiHancox — Wed, 28 Aug 2024 14:59:34 GMT

Hi Ady,

It’s not that I can’t see the details…it’s just when I try and log in to My Account using the Mobile and Passcode method, it says my Mobile Number isn’t registered to the account.

Pic 1

Pic 2

I usually log in using Email and immediately get a code via email, which when entered gives access to My Account…but I’d like to access via Mobile Number as well just in case email goes AWOL, but that doesn’t work currently.

Regards,

Si.

Re: Access to Forum when Email Down

Ady-TalkTalk — Thu, 29 Aug 2024 07:15:25 GMT

You have 2 MyAccounts the old one and the new one. I'm going to guess and say you're accessing the old one. If you access the new one everything is there.

Ady

Re: Access to Forum when Email Down

SiHancox — Thu, 29 Aug 2024 14:12:17 GMT

Hi Ady,

I’m accessing My Account via top right icon from your main website as per below.

Pic 1

That then gives me option to sign in with password or passwordless (I select the latter), as below.

Pic 2

I then select “Log in with your Mobile” and enter my number, but get this!

Pic 3

I’m not aware of any other location for accessing My Account!

Sorry if I’m missing something here but if you can point me to the “other” location (ie. New My Account) I’ll certainly give that a try.

To summarise, I can only gain access to My Account from your website using passwordless email option…the mobile number or password methods do not work for me. I’m not so worried about password not working…but it would be nice to access using mobile number!

Regards,

Si.

Re: Access to Forum when Email Down

Ady-TalkTalk — Fri, 30 Aug 2024 13:43:51 GMT

Hi Si, you can log in at any of the MyAccount urls but try logging in with the landline number you've got in the private information in your profile instead of your mobile number.

Ady

Re: Access to Forum when Email Down

SiHancox — Fri, 30 Aug 2024 15:21:37 GMT

Hi Ady,

Still no luck I’m afraid, using landline number just gets the “Please use valid mobile number” response.

I suspect since I’m a long time customer and date back to Pipex days the various migrations regarding customer accounts might not have gone to plan with mine.

If you can remember I had difficulty accessing this forum and had to keep “registering” which meant a new user name was being created each time…your admin had to sort that out.

Also, I’ve never been able to access My Account with Email Address and Password…even using the same password that accesses my email on a daily basis.

I think this “mobile number” issue regarding accessing My Account might need passing to the back-boys (and girls) to resolve…unless you can suggest anything else to try.

Anyhow, have a great weekend.

Si.

Re: Access to Forum when Email Down

Ady-TalkTalk — Tue, 03 Sep 2024 06:26:29 GMT

I'm logging in to your MyAccount and I'm seeing 2 one is the old one that doesn't work and there's the new one that shows everything normally. Send me a PM with the account number and landline your seeing on the one the one that doesn't work.

Ady

Re: Access to Forum when Email Down

SiHancox — Tue, 03 Sep 2024 10:16:59 GMT

Hi Ady,

PM just sent that also contains screenshot.

Regards,

Si.

Re: Access to Forum when Email Down

SiHancox — Wed, 11 Sep 2024 15:24:18 GMT

Hi Ady,

Any progress on My Account Mobile Number login issue?

Regards,

Si.