WEBSITE WON'T LET ME MAKE MONTHLY BILL PAYMENT -

[RoyKR]

Keep Getting "NO ENTRY SIGN" when hovering over the £36.60 payment. Been trying last 3 days???

Wasted at least an hour of my time!

[sabelo-TT]

@roland_5, we do apologise for any difficulties caused whenever you require any assistance however should you are in need of further assistance, please start your own thread. 

[roland_5]

I've experienced the same problem over the past week or two, i.e. inability to conclude payment online as the card details cannot be pushed to the website's back-end. Ended up calling on the general helpline, which took 10 mins but at least it worked. Unfortunately no receipt has been generated though.

I have found the customer support section of the website to be problematic for years. It's slow, buggy, and some of its elements are on common DNS blocklists. It fact it took me some time to determine that the recent payment problem was on top of the general weakness of the website.

The loss of recurring card payments is very annoying. If this is designed to save money it's not great: interchange fees need to be paid for any card payment anyway, and it's taking additional customer support time.

[amahle-TT]

Hi there @RoyKR, it is okay if you do prefer direct debit and there is no push, it is entirely up to you to choose any payment plan https://community.talktalk.co.uk/waystopay

But we advise direct debit since it is flexible and saves time.

[RoyKR]

Hello Jenny,

I've come to same conclusion!

Also, just wondering if TALKTALK have to incurr a credit card charge of a 2% hit for a Recurring Credit Card transaction? And that's why there is the push to go Direct Debit? 

Regards,

RoyR

[RoyKR]

Hello Sabelo-TT,

Thanks for trying to assist. As I mentioned in earlier post, which you must have missed reading: - "Given the TALK TALK 2015 security hack I will never used the Direct Debit option because this allows direct access to my account."  Always use Credit Card where I have e-mail and mobile alerts. 

Regards

RoyR

[Gliwmaeden2]

Please follow the link in my first reply to see many alternative ways to pay, @jenny0198.

If you continue to have problems, or for any issue that could require staff support, please return to the message board choices in "help with your service" to select the board and click on the start a topic button to begin your own thread. 

[jenny0198]

I have the same problem 9 days later. I imagine TalkTalk are trying to nudge people to direct debit - what company is not going to fix an important function like paying the bill? Unless it's deliberate.

As others have said it beggars belief that a large company like them cannot do recurring card payments 

[sabelo-TT]

@RoyKR, have you considered registering for a direct debit method towards your account which will further avoid late payments? 

[RoyKR]

To nomfezeko-TT,

Thank you for an intelligent, courteous reply. 

Currently I believe TALKTALK has more than a Few Challenges with its overall service. If it was not for my Lineone e-mail account I would have changed to another Broadband provider when the "Recurring Credit Card" payment was no longer offered. In this technical age I fail to understand why TALKTALK cannot reinstate this option? Also it really beggar’s belief that when you use the AI Chat to change Bill Payment Options it still offers "Recurring Credit Card" payment in the 3 options - yet this has not existed for over a year!? Someone really needs to get their act together!

I wish you well with these challenges.

RoyR

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[nomfezeko-TT]

Thank you for reaching out and sharing your concerns regarding the payment process. I understand how frustrating it can be when technical issues prevent you from making timely payments, especially when you rely on your credit card for security and convenience.
 

I apologize for the inconvenience caused and the issues you've experienced with online payments. Your feedback is valuable, and we are committed to improving our services and appreciate your patience as we work through these challenges.
 

If you have any further questions or need assistance with your upcoming bill, please do not hesitate to reach out. We hope to provide you with a smoother experience moving forward.

-Fez. 

[RoyKR]

From Mandisa1-TT - "Pay over the phone : is our dedicated 24 hour payment line on 0345 172 0040. You will not spend hours on hold. If you miss your payment due date you will incur late payment charge."

Thanks for trying to assist, but I find the comment about incurring a late payment a bit rich, given it is TALK TALK's accounting system that will not take my online payment for the last 3 days. Ebay, Amazon, my bank, All Supermatkets, petrol stations no trouble at all paying by same credit card.

Hope that 0345 172 0040 is a free call from my Home Telephone number? I do not wish to incurr a TALK TALK a phone charge to Pay a Talk Talk Bill, which is reason why I pay online!

When Talk Talk changed its Accountancy software provider last year(?) it failed to provide the "Recurring Credit Card Payment" system which I'd subscribed too; its been downhill since then. Given the TALK TALK 2015 security hack I will never used the Direct Debit option because this allows direct access to my account. Always use Credit Card where I have e-mail and mobile alerts. Hoping for less frustrating time come July bill?

[nomfezeko-TT]

Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience you faced while trying to make your payment. Your time is valuable, and I regret any frustration this situation has caused. If there's anything further, we can do to assist you or if you have any additional concerns, please don't hesitate to let me know.

-Fez

[Gliwmaeden2]

@RoyKR, not sure why you were trying that 0230 number - the one that worked was the one we advised for getting this done and is the one that was in my original link.

Good to hear that the payment has gone through in time.

0230 is a national rate number [but OK if you have the phone boost as it would be inclusive]. Calls to Talktalk's 0345 customer service numbers are free from any Talktalk landline. 

[RoyKR]

Well. Called 0230 4171000, afer 5 minutes waiting was answered but after trying TWO credit cards the receptionist was unable to take payment, something wrong with Talk Talk payment methods - why was I not surprised - another 15 minutes wasted, and was asked to call back tomorrow?

Then tried Automated Telephone payment 0345 172 0040, failed 1st time. Tried again 2 minutes later and was successful this time it took my payment of £36.60.

Wasted 2 hours of my time at £20 per hour, that's £40 Talk Talk!

[RoyKR]

Well. Called 0230 4171000, afer 5 minutes waiting was answered but after trying TWO credit cards the receptionist was unable to take payment, something wrong with Talk Talk payment methods -  why was I not surprised - another 15 minutes wasted, and was asked to call back tomorrow?

Then tried Automated Telephone payment 0345 172 0040, failed 1st time. Tried again 2 minutes later and was successful this time it took my payment of £36.60. 

Wasted 2 hours of my time at £20 per hour, that's £40 Talk Talk!

[mandisa1-TT]

Pay over the phone : is our dedicated 24 hour payment line on 0345 172 0040. You will not spend hours on hold. If you miss your payment due date you will incur late payment charge.

[RoyKR]

Used Wifes Computer to try and Pay Bill. Still will not take Payment, Red NO ENTRY circle appears when trying to pay £36.60!

I.5 Hours now wasted time. I'm now going to make  PHONE CALL TO TALK TALK, and try and pay. God knows how long I'll be waiting in a que?

[Gliwmaeden2]

@RoyKR, could you post a screenshot of what you are seeing [blot out any personal information/account number details] to show staff exactly what the error looks like?

Meanwhile, paying over the phone is likely to be the quickest method to get this done in time:

 

[RoyKR]

Used Google and Edge to access MY ACCOUNT, all good until I hover over PAYMENT £36.60 and I get the red No Entry circle.

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 

Hi there @RoyKR We apologize for the inconvenience caused. There are no reported incidents on our website. Can you please try clearing cookies and cache on your browser and log in directly at MyAccount via our website. However meantime I would advise please use the alternative payment methods provided by @Gliwmaeden2