Can't access MyAccount

[Drizzlehere]

Hi, I posted a couple of months ago about my mum having trouble accessing her MyAccount. At that point she was about to move and I am pleased to say she has the new account/service set up OK . However, she still can't get into her MyAccount. She/we have called numerous times and spoken to several agents, including being told to wait up to 28 days for the "back room" team to investigate it only to find after a month that that message was never passed on to them! For some reason the system does not seem able to use her gmail but one agent was very helpful and changed her MyAccount to her old mypostoffice email (and at the same time found a small credit in her old account which has now been paid as a cheque by post). But she still can't get into her account - says email/password not recognised, if try to reset password it says email is not registered but then won't allow registration - this happens with both email addresses. She has received emails (marketing types) to both emails but as yet no bills (though the direct debit from bank is working each month). Any idea how to escalate this so she can see details of her account, access the chat help (and this community)? Many thanks.

[mandisa1-TT]

Once more we would like to apologize for the inconvenience caused to you and glad to hear it has finally been resolved:)

[Drizzlehere]

Hi, Thanks for your comment but it was previously gmail in the account details (according to the call handlers) and we couldn't get past the "There is a technical error" message however we tried to register the account or log in. When they changed it last week in the account details to googlemail and we tried using that to log in, it worked. I am not risking changing anything at the moment, after 7 months of frequent, almost hour long calls to the help centre, I'll stick to googlemail!!

[nameunknown_]

@Drizzlehere 

It's good to hear that this has finally been resolved.

I appreciate that now it is resolved, you may just want to leave it as it is. However, I suspect that the email address in https://service.talktalk.co.uk/accountdetails ends @googlemail.com rather than gmail.com, and changing that would allow login using @gmail.com.

[siphosethu-TT]

Thank you so much for posting this @Drizzlehere and updating the issue has now been resolved.

[Drizzlehere]

An update about accessing MyAccount - my mum can now get in and see her information!!! A couple of days ago a very helpful call handler eventually spoke to her manager and then advised logging in using @googlemail.com  instead of @gmail.com And it worked!! Emails from TalkTalk have since arrived at my mum's @gmail.com address but if we stick to the longer googlemail when entering her email for logging in, it all opens up. So relieved and she can at last go paperless and save over £2 per month!

I've posted this in case anyone else has similar issues and maybe tweaking the email address to log in will save many months of hassle and hours of phone calls to TalkTalk!

[nambuso-TT]

Yes it is possible.

[Drizzlehere]

I've used a different device (not used previously to contact TalkTalk on any account) with a different browser. Still the same technical error message.

I am not on my mum's broadband (she is 300 miles away!) - we were told when she had just moved that the first log in had to be using her broadband. Is it possible in general to access MyAccount if you are not at home on the TalkTalk broadband?

[nambuso-TT]

Okay thank you very much for that. Please clear cookies and cache on your current browser or use a different browser and try to log in again.

Use a different device to login to your MyAccount.

[Drizzlehere]

Did the first page as you said, then entered email for reset password verification and it showed :-

There was a technical error

We’re very sorry and working hard to resolved this. Please try again later.

Return to log in   Try Again

This is the same message we've been getting for 3 months. When mum phoned to say she was moving back in June TalkTalk said she would need a new contract but couldn't send the details to either of her email addresses (for an unknown reason - the agent just said it wouldn't work). She has received "marketing" type emails to both addresses though so TalkTalk can send things to them, just can't seem to set up the MyAccount with either!

[nambuso-TT]

Yes, try to use the gmail email address to access MyAccount.

[Drizzlehere]

Do you mean use the gmail email now? Or mypostoffice?

[nambuso-TT]

Just to confirm, I can see here that the back-office updated the email address on the 1st of September, did you try to log in using the Gmail email that you have provided? Please try logging in using that email as a username and on the password option do not write anything just go click on the forgot password option and then reset the password. 

[Drizzlehere]

Thanks. I've tried it with both email addresses and it sends the verification codes but when I put them in it then says Sorry your email address is not recognised. Please try re-entering your email. If you haven't registered yet, register now

And we can't register as it then says the account already exists!

[nameunknown_]

@Drizzlehere 

Have you tried the passwordless login option?

I have a previous TalkTalk account that I can only log in to using the passwordless option. Even if I log in and change the password, the password is not accepted if I attempt to log back in using it.

[Philile-TT]

Okay, let me have a look at the account and see if the power of attorney is registered. Do you have the account number? if Yes, please write it on your private notes and advise once done. 

[Drizzlehere]

Thank you Phili. When we (I have power of attorney but live a long way from my mum) phone, is there anyone we should ask for in particular? We usually spend about an hour going through all the attempts to log in whilst they listen to us fail, we have had someone check the email address TalkTalk have and change it to the other address my mum can also access, attempts to reset the password, requests to the "back room team" put in, followed by either nothing or someone phoning my mum back saying it is fixed, but it is still the same, not working. She was originally on paper bills but her account has been changed to online - but she can't access any details. She didn't receive any contract either when her new account was set up as TalkTalk couldn't send to her old email (was attached to her old contract which needed to stay until she actually moved house), for some unknown reason couldn't be sent to her newer email address, nor to my email (as my husband and I have a TalkTalk account using my email address) so was sent to a neighbour who, as far as we know, never received the email. Can we get a copy of the contract somehow?

Many thanks

[Philile-TT]

@Drizzlehere in this case since you are not the account holder, the account will have to contact us. The email that is on the account might not be registered on MyAccount. 

[Drizzlehere]

Thanks, I'll try that tomorrow in case it sends a verify text to my mum - she will be asleep now! I doubt it was entered incorrectly though, as when the agent entered it she discovered it was linked to my mum's previous contract and there was some credit we didn't know about! She also received emails to both email addresses to confirm the email had been changed (although neither confirmed which email it had been changed to). She has never been able to access her MyAccount  whether for the previous contract or this new one since she moved in July.

[nameunknown_]

@Drizzlehere 

After reading your comments, I wonder whether the agent entered the email address incorrectly. You could try the 'Forgotten email address?' link, https://service.talktalk.co.uk/usernamerecovery/identify . To use that, personal details for the account must include a mobile number.

[Drizzlehere]

If she puts either of her email addresses in with the password she thinks it might be, she gets "Email and password combination not recognised". If this is repeated a link to live chat comes up.

If she puts in the email addresses and tries forgotten password, she gets to enter the email, and then 

with Email 1 - There was a technical error We’re very sorry and working hard to resolved this. Please try again later. Return to log in or try again.

With email 2 - xxxxx  isn’t currently registered with My Account  (despite the agent at the end of August changing the registered email address on MyAccount to this email address). If she then tries to register with this email, it says This account is already registered. Visit login page

So we go round in circles. At least 3 agents have spoken with my mum (and me - I have PoA), plus several online chats, we have had calls back to say it is fixed, when it doesn't work we're advised the account may have been locked and to try again after 24 hours.

I have to go out now, will check in later!