I'd really like to be able to see my bills

[vadek]

All I get is spinning dots and the word Loading. I normally use Firefox but I've also tried Edge. It would help if TT attached the full bill to the email that they send me as I'm unable to access most of their website using a browser.

TalkTalk - My Account - Latest Bill is not available to me. And yes, I've turned all my ad and tracking blockers off.

[Thabile-TT]

@vadek you shouldn't have experienced so much hustle with this, I sincerely apologize. Please allow me to run some checks for you.  

[vadek]

Hi @Thabile-TT. If you read this thread you'll see that I've so far tried three different browsers as well as killing my ad and tracking blockers, clearing the cache and trying different computers (including a Chromebook). The reason for my problem is not that simple. The only people who could possibly shed some light are the people who wrote and/or maintain the website. Most of the website seems to work (just) but the billing section is elusive. There's something in the code or maybe the back end content delivery that doesn't like me.

I've managed to download a PDF bill now so let's forget the whole thing. I've wasted enough time and nervous energy struggling against the website.

[Thabile-TT]

@vadek  can you please try using a different browser and let me know how it goes.

[ferguson]

You can opt for strictly necessary cookies only, as with all websites.

[Thabile-TT]

I understand it would be best to get to the bottom of this so what I will do ill raise an escalation for you so this can be further looked into.

[vadek]

@Thabile-TT After jumping through many hoops. I'd love to know what the problem is with the TalkTalk website that makes it so difficult for me to view my bills. Incidentally after finally succeeding, using an otherwise unnecessary local Windows user and Chrome, I deleted the six ad and tracker cookies that it left behind.

[Thabile-TT]

Hi there @vadek We sincerely apologize for the inconvenience caused to you and thank you for updating us, you are now able to see your bill.

[Gliwmaeden2]

....and if you get a paper bill, they charge extra for it, @vadek!

Glad you somehow got there eventually. 

[vadek]

So this is what I did. I created a new user on my Windows 11 system. A local account. I installed Chrome for that user. I turned off NextDNS (filters DNS traffic to remove ads and trackers) and tried accessing the TT website.

I struggled to find the chat function but found it eventually. While I was chatting with robots and then a human (and having to confirm THREE security codes sent to my mobile) another tab was attempting to load the billing page. After about 15 minutes of chatting I notice that the billing page had almost fully loaded!! I still had two spinning dot circles but there was a PDF download button so I tried clicking that. It didn't work so I refreshed the page and lost one of the spinning dots. I clicked the PDF button again and it worked!! Yay!!
In the meantime, the chat person said they were unable to email a bill to me (huh?) but could print one and post it. I gave up and closed the chat window.

What a struggle just to see my own billing information! I can see what TalkTalk gets such a poor rating on Trustpilot. Their service is fine but customer support is awful.

[ferguson]

Ah bummer, thanks for having a go. 

[vadek]

Tried Chromebook. Same result. Worth a go, though.

[vadek]

Hi @ferguson Vivaldi is a Chrome based browser. I don't have Chrome installed but I do have a Chromebook which I have yet to try but I don't hold out much hope. The only AV I use is the default Microsoft one.

[ferguson]

@vadek 

Have you tried Chrome? It works for me. The only other thing I can think of from your end is any AV in operation that might be causing issues. But it really should just be readily accessible regardless. 

[vadek]

Thanks @Gliwmaeden2 . I'd already figured that one out, but I appreciate your post. What I do with any website that I'm posting on these days is either keep a copy of my text in Windows Notepad or compose it in Notepad first then copy into the thread composition. That way I can compose at leisure, check spelling and keep a record of what I posted.

On topic: I've just tried some other combinations to get to my bills but still unsuccessful. Sometime using my phone as a hotspot instead of the TT broadband will succeed, but no luck. I've been trying Vivaldi for a change and tweaking the security settings but still no joy. So I'll contact TT tomorrow and ask for a copy of my bill.

[Gliwmaeden2]

That yellow notice that keeps popping up is a fault with Khoros (the software company behind the forum) - we've been chasing it up for nearly two weeks now, @vadek.

If it pops up try copying what you wrote and then refresh the page to start the post again. Paste in what you had written and it usually posts OK second time around.

It's a real nuisance....!!

[vadek]

@Gliwmaeden2 Getting nowhere. I decided to leave it till Monday then contact them and ask for a bill

[vadek]

@fr8ys I effectively changed DNS when I tried disabling NextDNS. I run the NextDNS desktop client as it allows me to connect to a VPN and still go through NextDNS. With NextDNS turned off I default to OpenDNS with no additional filtering. It didn't help

Off topic: I really get annoyed with this community website telling me "Sorry, unable to complete the action you requested." I have no idea what this means as it pops up when I'm doing nothing. I suppose I'll have to find a suitable forum to post this as well. 🙄

[Gliwmaeden2]

@vadek, that app seems to just be for customers on a PLUS package, so Full Fibre 900 PLUS..... not clear when you just go to the app, but clearer on Talktalk's own website

 

So most of us have to try to go via My Account.

How have you been getting on with accessing your billing information?

[ferguson]

Yes, it has only been available for a specific package for quite a while.

Like you, I can access it via my browser, I use Chrome personally.

[fr8ys]

May vary by device @Gliwmaeden2  but it was immediately available for me to read.

Anyway, @vadek changing DNS was going to be my next suggestion, especially if you are using homesafe as this also has been known to cause a conflict for some customers.