Logging into MyAccount has been very unstable for days

[Billx]

I made a comment in,

https://community.talktalk.co.uk/t5/Billing/Cannot-log-on-to-my-account-today/m-p/3144309#M339888

and staff commented that the OP of that thread might be the only one having the problem of not being able to log into MyAccount.

I think it is a lot more common than that

I have been having that problem for 4 days.

 Sometimes the problem disappears, on its own.

Yes, I have deleted some cookies and most of the cache.

No success yet.

EDIT: It seems to be part of the problem noted at:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

under the section,  "Our Websites & Support"

There it says:

    Our Support Teams
    4 days ago
    Update 4pm:

    We are currently having issues with some of our systems

    at the moment, as such when you speak to one of our team

    they may not be able to help you at this time

    and they may have to ask you to contact us later.

    We will have everything back up & running

    as soon as possible.

    In the meantime, you can use My Connection

    to diagnose and fix problems with your broadband connection.

I don;t know if, not being able to log into My Account, is part of the same issue,

noted in "Our Websites & Support" above.

Also, one can't use 'My Connection', as one has to log into MyAccount, before one gets to 'MyConnection'.

Note: 'My Connection' = "https:// support.talktalk.co.uk/"

Clicking My Connection or https://support.talktalk.co.uk/  will take one directly to My Connection, if one is already logged in to MyAccount, or the system will ask the user to log in to MyAccount, just before reaching My Connection.

[mandisa1-TT]

Thank you for confirming @Billx 

[Billx]

Yes, thank you, @fr8ys . All systems go.

[Mandisa-TT]

Thank you so much @fr8ys 

[fr8ys]

@Billx I reported the broken my connection link last night, but the good news is I've just been informed that all systems are now working.

[Mandisa-TT]

Thank you for confirming this, we are looking into this and once we have an update, you will be updated @Billx 

[Billx]

Hi, @Gliwmaeden2 

I've justed tested the My Connection link from https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

And now, I get exactly the same message you showed earlier.

But it is at a temporary special  address at, https://portal.talktalk.co.uk/sorry/?app=repair

The nonsense My Connection link that I referred to earlier, was here:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

within the section,  "Our Websites & Support"

[Billx]

If I am not logged in, it will recocognise me by getting me to log in to MyAccount.

[Gliwmaeden2]

Probably does make a difference. It's a much simpler system for it just recognising the copper line and identifies me by my landline number rather than account number. 

[Billx]

Hi, @Gliwmaeden2 

I think it's the other way for me.

If I am not already logged in to MyAccount, the system will ask me to log in to MyAccount. Then the system will go directly to,

"https:// support.talktalk.co.uk/". Then, it will immediately start doing its checks, without the use of a 'Start' button.

Mine is Full Fibre. I don't know if that causes the difference.

[Gliwmaeden2]

My Connection normally works whether or not you are logged into My Account, @Billx.

If you are using a Talktalk router it's available directly from Service Status Dashboard and recognises your phone line.

[At least for those of us still on ADSL....!]

However, if you are trying to use My Connection while it's under maintenance, you'll get this message:

 

And some useful phone numbers:

 Note also opening hours. 

[Billx]

At https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

under the section,  "Our Websites & Support"

It now says:

Our Support Teams

5 days ago

Update 4:30pm

We’re having one or two problems with some of our systems right now.

Our agents would love to help, but they’re having issues, too.

If you’re a Telecare customer or reliant on your home phone, and it’s urgent, please call 0345 172 008.

If not, please bear with us and check back later.

We’re also having issues with My Account, so if you’re having trouble logging in, we’re really sorry.

In the meantime, you can use My Connection to diagnose and fix problems with your broadband connection.

So, they have just acknowleged, that there are issues with My Account

They missed an '8' at the end of  '0345 172 008'

The link to 'My Connection' is a nonsense link. Here it is:

https:// eur01.safelinks.protection.outlook .com/?url=https%3A%2F%2Fauth.talktalk.co.uk%2Flogin&data=05%7C02%7CVicky.Brown%40talktalkplc.com%7C5a3a38e624e0430dbe5108de68c44ca2%7Cd481b6128d2a409f97389508185d1a50%7C0%7C0%7C639063389481084203%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=bK9Jhd%2F2LK6xD%2BrxNDE0ZnV1lmwaVgzlIIIjI8dpSZo%3D&reserved=0

The normal link to 'My Connection' is "https:// support.talktalk.co.uk/",

where you'll be required to be already logged in to MyAccount OR to log in to MyAccount, before reaching 'My Connection'

The result one gets when you attempt their version of My Connection' is:

Sorry, our website’s currently unavailable
Our website isn’t available right now, but we’re on the case.

We’d love to help you, just give us a call on 0800 049 9999.

[Mandisa-TT]

Thank you @fr8ys 

[Billx]

Thanks for confirming, @fr8ys 

[fr8ys]

It's a known issue @Billx and being looked into.

This morning a few people including me,  were reporting it was working, then access was lost again.

It seems intermittent for some so you can either keep trying or wait for a solution to be universally applied.