Monthly Billing

[GreenFingers2]

Whenever I try to view my bill in MyAccount, despite the system saying that it is being prepared, it never displays on my PC browser (Chrome). I have cleared all the cache & it still makes no difference at all. I have seen lots of other cases on the forum with people complaining of the same issue. I have tried calling the service centre about this & they did seem to think that one of their technicians would need to investigate it, as it sounds like a problem with the billing system.


TalkTalk Plus
I have received an email telling me to register for TalkTalk plus. From what I can see this is for Full Fibre 900 customers, which I am not. I am waiting on the free upgrade to Full Fibre 150, due at the end of November. If I try to apply for this it fails anyway, saying that my account number is not valid.

[KeithFrench]

Hi @Arne-TalkTalk 

Thanks for that.

[Arne-TalkTalk]

Ok all I can do is log it as an individual fault again.

[KeithFrench]

Hi @Arne-TalkTalk 

I have just heard back from @GreenFingers2, he has been in hospital for a while and hence couldn't reply.

He recreated his MyAccount fine, but has just tried to see his bill in Edge and Firefox and it is just the same as in Chrome. It accepts his email address and current password, it then shows the next page. However, when he clicks to see his bill and payments the next page is just a revolving circle that goes on forever.

He can't try any other devices, as he only has his PC.

[Arne-TalkTalk]

Thanks Keith,  it seems like an unfixable issue at the moment with certain browsers, like I said when its logged as an individual fault its almost dismissed because it cant be replicated.

let me know how he gets on. 

[KeithFrench]

Hi @Arne-TalkTalk 

@GreenFingers2 can now access MyAccount OK again, but the bills are still not displayed. I asked him to try other browsers and another mobile device to see if there was any pattern in it.

[KeithFrench]

Thanks very much @Arne-TalkTalk I will inform @GreenFingers2 of this.

[Arne-TalkTalk]

Hi 

Yes the work is complete and ive tested it aswell registration will go through now.

Cheers

[KeithFrench]

Hi @Arne-TalkTalk 

Has the back office team cleared all of the details from @GreenFingers2's MyAccount yet? If so, I will ask him to re-register for it & hopefully, it will all be resolved.

[KeithFrench]

Thanks @Arne-TalkTalk, I will let @GreenFingers2 know.

[Arne-TalkTalk]

Hi @KeithFrench

Ive been able to replicate the issue and have logged it to the backoffice team to clear all details.

That should sort it.

[KeithFrench]

Hi @Arne-TalkTalk 

Sorry for acting as a bit of a go-between with you & @GreenFingers2. He has just emailed me back with this response:-

"Yes, I have tried that before but i just tried it again and this time it did say i was already registered so i then went on my account, filled in my email address and password but it still says they are not a match, they are the ones have been using for several years."

This makes me wonder if the account was fully deregistered?

Keith

[Arne-TalkTalk]

Hi @GreenFingers2

Can you register for My Account following the normal process via the my account website www.talktalk.co.uk/login/

Its looks like customer services de-registered your account last week. 

[ferguson]

@GreenFingers2 

In Chrome, make sure that the site settings in your browser window are set to Allow for pop-ups and redirects, Also, it may be worth disabling any ad blocker on that page.

[KeithFrench]

Hi @GreenFingers2 

I have been looking into this issue & can replicate it on Windows 10 & Chrome, but not Windows 11 & Chrome.

What I did find that worked was either MS Edge or Firefox. Please can you try these & let me know how you get on?

[KeithFrench]

Hi @Arne-TalkTalk 

I think that one problem here is that his line is probably not registered, because of what seems to have happened with the service centre. I have briefly explained this in my previous post.

[Arne-TalkTalk]

Hi @GreenFingers2

Can you add your account number to you community profile in the private notes section  when I search for your account on your landline number in your profile it shows as not registered, is that information correct?

[KeithFrench]

Hi @Debbie-TalkTalk @Karl-TalkTalk 

Further to this, I have contacted @GreenFingers2 and got a bit more information. He called the service centre & it looks to me that they think the "unable to view his bill" issue might be down to a corrupt profile in the MyAccount system. It looks like they have set him up a new one & he has had to enter his registration info for MyAccount again. This has resulted in him receiving an email to verify his email address & when he does this, it says that his broadband account number is not valid, but it is correct.