Upgraded yesterday and no access to My Account section today

[giwebb1976]

So I got an email offer to upgrade to Full Fibre.  Rang them yesterday and after a long conversation I upgraded to the Full Fibre 500.  Today I have no access to My Account section, says my email isn't registered, even though I was logged into it yesterday.  This can't be a coincidence.  Online chat have given me the runaround, the guy eventually sent me a link but it required a talktalk email to reset my password, another guy is now trying to set up the account again for me but it says 'User not found'.  Now i have to wait 3-5 days for a resolution.  anyone else had this when moving to their full fibre from a previous package?  My account number seems to have changed although they told me it would remain the same.

[Michelle-TalkTalk]

Hello,

I'm sorry for the delay. Are you still experiencing slow speeds since your last post? Have you been able to access your My Account or do you still need assistance with this?

Thanks

[giwebb1976]

The old router seems to work with the new line but not getting the full fibre speeds with it.  I also failed to mention that after they messed up my online  account they had the cheek to send me a paper bill and charge me for the privilege.  It's the amount of time chasing round trying to get all this sorted that annoys me.

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. Hopefully the router will arrive by Monday. Did the engineer manage to install the ONT? What router are you currently using at the moment?

Thanks

[giwebb1976]

Well today was install day, the router was due yesterday before 18:00, had to cancel openreach by 12:00 yesterday if I needed to.  Needless to say the router never turned up but couldn't contact talktalk as it was too late and I couldn;t reschedule with openreach as it was also too late.  Openreach arrived at 08:30 this morning, still no router.  Got in touch with talktalk chat online at 9am when they opened, turns out the router was never ordered (even though the tracking was showing on the talktalk site) and is going to take 2-3 working days to get here, so the middle of next week.  To add to the comedy of errors an engineer from openreach came last week to check the line before the install, he was having trouble pulling the cable, was snagging on something, he managed to yank it free but in doing so, and without realising, he managed to completely disconnect my next door neighbours phone and internet and they had no connection for almost a week.  You lot should make Carry On films.

[Arne-TalkTalk]

Thanks for the update. Glad its sorted.

[giwebb1976]

Thanks, I was able to sign up with my new account number.

[Arne-TalkTalk]

Hi @giwebb1976

Sorry that you are having problems. 

Can you try to register again, the account is showing as fully deregistered. 

If the registration fails again with the same error "user not found" this usually means some of the information we have is incorrect so can you PM me the following information 

Full Name

Date of Birth 

Post code 

Thank you.

[giwebb1976]

We do apologize for the inconvenience, I have passed your consent to our senior management once they have come to a resolution they will get back to us and we will contact you within 28 working days.

So a response within 6 weeks, that's pretty poor, in the meantime I have no access to My Account