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

[dazeck]

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@Arne-TalkTalk wrote:

@BuzbyCan you try again

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It stlll doesn't work for me.

[Arne-TalkTalk]

@Buzby Can you try again

[dazeck]

@Gliwmaeden2 it may be showing for you, but as I can't see any products/services (the source of the original issue) and the "contract ends" date is linked to a product/service, I can't see it. I suppose I could assume as I can't see it that it has already passed and be allowed to cancel, especially with the 4 outages I've had.

[Gliwmaeden2]

@dazeck, you mean the "contract ends" date?

It should be showing that  - you can renew anytime 90 days beforehand but get a reminder about pending options c a month ahead of the end of contract date, including the option just to roll on etc.

So the "renewal date" is nonspecific, as it could be whenever you choose to renew within the last 3 months of the contract. 

[dazeck]

Yes, but it doesn't show my contract renewal date which I believe is an ofcom requirement.

[Arne-TalkTalk]

Im aware this is still ongoing and has been raised as a fault. Your package details are shown on you monthly bill. 

[Buzby]

I still can't access 'Packages & Services' on My Account.

It's getting ridiculous !.

Today a new supplier offered me a good deal. I asked her to wait while I accessed My Account, but I still couldn't.

If I don't get this fixed soon I'm going to go with the new supplier,

[dazeck]

Any update on this ?  It's ridiculous how this has got past QC testing.

[Arne-TalkTalk]

Ill pass them on. 

[Buzby]

There is another post on this forum with exactly the same problem.

https://community.talktalk.co.uk/t5/Billing/My-Account-not-showing-My-package-and-services/m-p/30331...

User  @dazeck has posted some logs there. I don't know what they mean, but your network team might.

[Arne-TalkTalk]

Hi Buzby

We are still trying to replicate the issue you are seeing, network team can't see any issues.

[Gliwmaeden2]

Too late in the day to get a reply from staff, @Buzby, so we won't know before the work is done.

We live in hope .... but I am amazed at how often My Account appears to be getting maintenance done, but problems with some basic functionality appear to persist!

[Buzby]

I see there are going to be some updates on Friday morning ( Well, at least it's not Friday afternoon ! ).

Are these updates likely to fix the 'Packages and Services' tab on My Account ?

[Arne-TalkTalk]

Ill request an update, as previously posted we are unable to replicate the issue , ive included your screenshots. 

[Buzby]

Has anyone from TT read this ?

[Buzby]

@Arne-TalkTalk 

I don't want to de-register, I'm not confident it will let me in again !!!

I get forum notifications by email, nothing ununusual about that. However, I get two !.

The notificatation about your latest post created two emails, one addressed to 'Buzby-Spare4' and the other to 'Buzby'.

There is definately a problem in the TT forum system, and it should be easy for a database admin to sort it.

When you say you are having problems replicating the fault on MyAccount, how do you log in ?

Do you use my personal login details, as below, or do you use an 'Agent' login ?.

[Arne-TalkTalk]

Ive logged it but we are having problems replicating the issue you are seeing,  I suspect the next step will be to de-register you from My Account then ask you to re-register. 

[Buzby]

@Arne-TalkTalk 

Hi Arne,

Can you give me an update on progress with this problem ?.

I've not had any messages from anybody other than you, and I'm beginning to think no one else is listening.

Cheers,

Buzby

[Buzby]

The screenshot below says "we're working on it".

It's been over a year since I joined TT, and it has said "we're working on it" from the start.

( I do hope its not a man with a hard hat and a silly grin, sat at a laptop in an engine room, who is working on it . )

[Arne-TalkTalk]

Ok thanks for trying. I'll log it as a fault to the My Account team.