bill not available

[damianjk]

Hi

in 'my account' dashboard the bill amount is shown, however I can't view the bill and when I click on it the page just shows a revolving circle and 'loading'. It's been like this for over a week now.

Is it possible to get the bill emailed to me? 

I would like to check the bill and make a payment. 

Also, having come from Shell,  the ShellEnergy website/account has been taken down. How do I view my last bill from Shell for the amount taken out at the end of July. I don't need any other bills from Shell, but it'd be useful to see the last one so that I can compare that to TT's first one, if I ever get to see it, so that I can manually pay the correct amount.

Unfortunately TT haven't provided any explanation, but it would appear that my Shell billing date ~23rd of the month, paying a month in advance, has been moved forward by a couple of weeks so my next bill is likely to be around 7th October.

Obviously it would help if I had sight of the bills to trey and make sense of what TT are doing

[damianjk]

Yes,

thanks for asking.

However about a week ago one of the times I logged in the site was slow and via bills and payments and then struggling to pay I was able to click on my bills at the bottom before the page had loaded and I got to view my bills.

So, I viewed and downloaded the 3 bills, none of which make any sense, well very little sense, but at least I have now viewed the bills and it's pointless thinking about their contents until I get a full and final bill. Numbers were crossed out and other numbers entered and monthly charges seemed all over the place. At some point I'll add up what I paid with Shell and what TT have taken and see if I can figure out what should have been paid. There was a link to my old Shell bills, four I think, but none of them  could be viewed or downloaded. I still need to view my last Shell bill to figure things out.

I logged out and back in again to see whether my bills had been fixed, but unfortunately I haven't been able to view since that one off occasion so I'm not sure how I'll get to see my final bill.

There's clearly an issue with the TT site or my profile. I can see that the webpage goes off to various other sites ttxcm.co.uk and a fair few more and I've cleared cookies for any site with talk or tt in the name as well as a few others. I haven't cleared all cookies as they're needed for other tabs, but I have used other browsers to no avail, the my bills still sticks on 'loading'

In the whole scheme of things I've probably got off lightly looking at some of the other problems TT customers are enduring

[Arne-TalkTalk]

is this still happening since you post? 

[damianjk]

I've managed to grab what pops up...

" Sorry, you're not authorised to view My Account. Please wait while we re-direct you to the login page..."

after a split second I'm forward to my dashboard, so no login page as I'm already logged in.

Regards requesting a refund, presumably this can only be reached from 'my bills' which I don't get, all I get is a 'loading' spiral.

It's. a fortnight now since I ceased to be a customer, but apparently I can  add a call boost for £12 which is strange as my package was 'data only' i.e. no calls.

[damianjk]

thanks for the update, I can see that my account is in credit, it wasn't last night.

I still can't access my bills, I've cleared cache, enabled pop-ups, enabled auto-play, disabled content-blockers etc. etc.

I notice that I'm not alone with not being able to view my bills. I don't have any problems with any other site, everything works apart from TT's  'my bills' when I click on it and the 'latestbill' page

I seem to remember a 'not authorised' very briefly popping up one time so I assume  it's a problem with my profile. It's almost as if my bills haven't been linked to my account properly.

I'm having to 2nd guess everything at the moment, presumably I'll get a final bill around the 20th of October and from where I'm sitting TT presently owe me around £50, however without any bills I can only make an educated guess. I can see this going on for another month or two and I know ultimately I will get my money back one way or the other. I'm only glad I'm no longer a customer, looking at this forum TT has a mountain of problems.

[Arne-TalkTalk]

The problem is we cant replicate it on any of our systems,  Your account is now showing as in credit and a refund can be requested. 

[damianjk]

Hi,

thanks for the message.

I tried several times last week and then again after being advised of a new bill and again just now, all to no avail.

The bill page is stuck on a rotating loading icon, as it's always been. I notice that I'm not alone with this TT viewing bill problem. Ironically the making a payment online page works flawlessly.

TT shouldn't be taking direct debits without giving me the opportunity to view what it is they are taking it for. I'm missing a final bill from Shell Energy and now two bills from TT.

TT clearly haven't lived up to any of their guarantees and the processes (hoops to jump through) are not fit for purpose.

Words fail me

[Arne-TalkTalk]

Hi damianjk

Have you tried to access your bill since your last post? 

[Gliwmaeden2]

if you want a paper bill, they charge £2.75, @damianjk....! (A lot of that is postage these days....)

You are better keeping Direct Debit details in place, as it's easier to get money credited in My Account back to your bank account using those details. 

They can't email you the details. 

[damianjk]

thanks Arne-TT,

I'm not too sure what a cease means, but if it leads to TT closing my account from their side then that's good.

In theory my new ISP Vodafone should have informed TT about the switch and I've no idea if that happened as in the past when switching I get bombarded with offers to stay and this time nothing.

I still can't view any bills. I think I now have a 2nd bill. I can also see that I'm not alone with not being able to view bills and the page stuck on 'loading'. There are plenty of other posts on this forum with the same problem. Every now and again when refreshing or going back I'll get a brief message saying that I'm not authorised to view before returning to my dashboard. I had assumed the bills hadn't been loaded or were corrupt; however it may be a problem with my account profile.

At some point a final bill will be generated. I need to see my last Shell bill, my TT final bill and any other bill issued between July and September. I don't want TT to attempt to take a Direct Debit as it's bound to be wrong. Please either make these bills visible in my account or send them to me via email/post and I'll pay any balance due, which I believe is at most a pound or two.

thanks

[Arne-TalkTalk]

Hi damianjk

I can see the cease, and can check it in a few days. 

[damianjk]

thanks Gliwmaeden, it's fibre data only so no phone number. 

I've spoken to TT, 34 minutes, and apparently the account could be closed within 7 or 30 days. I chose 7 days and didn't agree to their T&C's. There's simply too much information to take in over the phone in one go. The purpose of the call was to confirm the account had been cancelled.

No need to reply as most of this is for my benefit should I need to contact Ofcom.

I fear you're all fighting a losing battle, the abysmal Shell migration is an indicator of how poor things are at TT and even simple things like being able to view a bill or get a bill emailed or posted is impossible.

[Gliwmaeden2]

@damianjk, did you switch your phone number across to the new company?

If not, Talktalk's systems will think you are still their customer. 

And if you switch to Full Fibre, the one touch switch is only working as from 12th September 2024.

https://www.uswitch.com/broadband/guides/one-touch-switch/

That's why the cancellation instructions advise speaking to Talktalk on 03451 720088 regardless. 

[damianjk]

thanks Arne,

I did contact cancellations and was told I could give 30 days notice or simply contact my new provider to switch and it would be cancelled. I asked which would be easier or better and contacting a new provider was said to be better.

There's a process called 'one touch switch' OTS which automates the process which I assume has been used or should have been used?

I've already spent too much time on the phone to TT, obviously I can write a letter to confirm cancellation, but is there an email address I can send a confirmation of cancellation to?

[Arne-TalkTalk]

Hi damianjk

Your account is still active and the outstanding balance is showing as 

Have you gone live with the new provider?  if so you need to contact us to cancel the account. 

[damianjk]

I still can't view my bill despite using various browsers and computers/laptops etc.

I was migrated from Shell to TT. I was told that I was being upgraded from Shell 100 to TT- 150 and when TT offered TT-100 I would have to pay more for TT-150 or be downgraded to 100. The switch from Shell 100 to TT-150 never happened and when I checked with TT customer service I was told that the minimum speed would drop to 75Mbs on a TT-150 connection which is way slower than was the case on Shell 100. Either TT-150 is exactly the same as Shell 100 and just marketed differently or the connection was never switched.

I have now swapped ISP and to a Fibre 150 product and now get close to the 150Mbs/30Mbs which is what TT claims to have switched me to over a month ago.

The problem with billing still exists. Personally I don't believe the bill exists to be viewed which is why I get a 'loading' forever spiral. It's obvious that TT have had problems with the Shell migration and being told I would be charged £12.50 because TT screwed up the direct debit was the final straw.

Can somebody please send me a final Shell bill and a first and final TT bill either via email or post or let me know when thay can be viewed online. I believe the TT final bill should be around zero based on broadband is paid a month in advance and I have made a manual payment to cover the outstanding period

[damianjk]

many thanks for the info and update,

I was aware the site was in maintenance mode last night as I was thwarted as I tried once again to view my bills online. I've just had chance to try again today and I still get the loading spiral. I logged in and out a few times, cleared any cache related to TalkTalk and talktalkgroup and still no luck..

The Shell migration has obviously had significant problems and if I look at previous posts there were already DD payment problems back in July. I suppose I was lucky just to endure the August fiasco. 

It won't come as a surprise that I'll be one the many from Shell swapping ISP. I will monitor 'my account' and make any necessary payment owed assuming that I can view a bill, I can confirm again that making a payment works via 'my account'.

It may make more sense to email my statements or post a full and final statement rather than spending time trying to get 'my account' working properly online.

[Arne-TalkTalk]

Hi damianjk

There was an update pushed for My Account over night , can you try again.

Thank you.

[fr8ys]

Do you have another browser you can try? 

Emailing of bills is not possible as far as I'm aware. You get a notification of the bill total and then referred to My Account for the bill, as you have found.

[damianjk]

thanks for the reply and advice. I've just paid a bill amount via TT with plenty of pop-ups for the card payment etc. so no problems paying TT, it's just access to my bill/s doesn't work.

I'm not having any pop-up problems with other sites.

Is it possible to be sent my current bill via email?

If not, how am I supposed to view my bill or do I just wait until all the problems with the Shell migration are done and dusted whenever that may be?

thanks again for the support, I'm obviously fighting a losing battle at the moment and from where I'm sitting it looks like we're all losing

[fr8ys]

Have you tried disabling pop up blockers if you use them to view your bill?

As for your Shell queries a staff member should be able to help in due course.