Online 'My Account' has never worked properly.

[Buzby]

Since joining TT the online 'My Account' has never worked properly.

e.g. I can see my bill, but not my actual package details.

I can't access the 'My Home / My connection' stuff.

A line test says there is a problem, and creates a fault report ( Latest : REP-14004747 ). The preamble to the line test looks like it is testing an analogue line, but I'm on FTTP.

Can somebody help ?

Cheers,

Buzby

[Buzby]

Just tried it on a different laptop, with Edge ( not Firefox ), and it's just the same, a rotating wheel of dots.

If I use the drop down menu, try 'packages and upgrades' / 'My packages and services', I get 'Oops !, It looks like there is a technical problem. Please reload and try again'.

This second laptop has only been used since yesterday, and has never been online before then, so I can't see it being a cookie problem.

The screenshot below should help, but it's not much help if it just says 'Oops !'

Why can't your system show some detail ?. It would make your job a lot easier if I could give you a real error message.

[Arne-TalkTalk]

Hi 

Glad to see you back as @Buzby. 

Can you confirm that the issue with My Account happens in different browsers, after cookies, cache are cleared. 

im struggling to replicate it. 

[Buzby]

I'm back, the real Buzby !

Thanks for clearing up the multiple identities, let's just hope I don't need to use one again.

Just to recap, the _Spare users were needed because my proper login went seriously pearshaped, coincidentally (!) just after TT said they had replicated the fault I was seeing in MyAccount.

MyAccount is still not working properly.

If anyone from TT tries to fix the account problem, please don't break my login again !

Cheers,

Buzby

[Arne-TalkTalk]

Thanks for the update on the profiles.   Ill ask the community manager to remove the others.

[Buzby]

@Arne-TalkTalk 

I'm Buzby again !.

Thankyou, whoever it was that fixed it.

I don't want to risk breaking it, can someone please close all my 'Buzby_Spare' user profiles ?.

Cheers,

Buzby

[Buzby_Spare4]

I'm back !.

I don't know what TT have been doing since I was last here, but 'MyAccount' is still not working properly.

However, something has changed, because now my TT webmail is broken.

TT have both my personal email address and my mobile phone number.

Can TT please keep me informed of what is happening ?.

I can be contacted by mail, txt, or phone. ( Please don't try to use the TT mail address, or the 'landline' number. Neither of them are working. )

Cheers,

Buzby

[Buzby_Spare4]

The new registration option ( e.g. as i used for _Spare4 ) does not ask for an email address !

I shall log out and won't be back till Tuesday.

Cheers,

J

[Arne-TalkTalk]

Each time you create a new profile using the same email address the old profile will stop, also means we cant investigate the error you see,  Im waiting for the community manager to have a look into this.

[Buzby_Spare4]

Hi @Arne-TalkTalk 

I've had to create yet another spare !.

There appear to be two different ways to log in. One uses an email address and PIN, the other a UserName and password.

Are these two different websites ?.

If I try the left, I get 'Suspicious activity' and am locked out.

If I try the right, I get a different error.

[Arne-TalkTalk]

Is this trying to use the Buzby username?   

[Anonymous]

@Arne-TalkTalk 

New error !

[Arne-TalkTalk]

I have sent you a PM with what we think the issue is.

[Anonymous]

Hi @Arne-TalkTalk ,

You say my Buzby profile is looking OK, and is using my 'j*********y@talktalk.net' email ?

The login TFA sent the 6-digit PIN to that email address, but when I type the digit in I get 'Email not recognised' error

[Anonymous]

Hi @Arne-TalkTalk ,

I did try deleting my '_spare' profiles, but that still didn't fix my Buzby profile.

This was a few days ago, and since then I've been on chat to get this escalated to backoffice.

I'll give them a few more days.

Cheers,

Buzby

[Arne-TalkTalk]

Hi @Buzby_Spare2

You can remove the unwanted user profiles in the profile settings page. log in, Go to my settings, then personal information, click CLOSE ACCOUNT and follow the on screen instructions

The original profile looks fine ensure that you are using the correct email address which is an @talktalk.net address then follow the onscreen instructions. 

Regards

[Anonymous]

@Arne-TalkTalk 

Hi Arne,

My login now always results in me being Buzby_Spare2.

I would like to be just Buzby again !.

Please email or txt me when the Buzby_Spare and Buzby_Spare2 users are removed.

I will stay logged out untill I receive notification.

Cheers,

Buzby  -  The one and only !

[Arne-TalkTalk]

I'll check if there has been any changes that may have caused this.

[Anonymous]

@Arne-TalkTalk

Hi Arne

Browser is Firefox 122.0.1 ( 64 bit )

Note : My forum login, which was working fine, suddenly went pearshaped.

( Was that related to whatever was done at your end to replicate the fault ? )

It kept going in circles asking me to 'link to account'.

If I tried linking, it said 'already linked', then went back to asking me to 'link' again !.

If I tried a new registration, it said 'already registered', then back to 'link account'.

I cleared cookies, but no change.

I had to create a new user ( Buzby_Spare2 ) to get write access to forum.

Please reset my Buzby user, so I can then set new password.

Then delete users 'Buzby_Spare' & 'Buzby_Spare2', as they are all linked to the same email address and mobile number.

Cheers,

Buzby

[Arne-TalkTalk]

Thank you, Ive been able to replicate this so will need to log this as a fault to the My Account team, can you confirm the browsers you have used 

[Buzby]

Hi Arne

I've added as much info as I can to the 'Private notes' field in my profile. 

Can you see this field ?

The 'landline' number was de-serviced by TT in 2016, when I moved to a different supplier. ( Bad move ! )

When I re-joined TT to get FTTP, the landline was totally disconnected.

Cheers,

Buzby