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.

[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.