can't connect to talktalk account

[lyntramp]

Hi

since yesterday I can't connect to my account the message I am getting is the requested URL was rejected please consult administrator your support ID is 7997971830122938190. any help please. 

lyn.

[Gondola]

It's apparent that changes have improved the reliability of logins to MyAccount but also that more work is needed to cover all login conditions.

I've found that a browser reset or clearing cache and cookies isn't always needed and that the alternative login link always works.

Perhaps TalkTalk will update us on progress during the week.

[Skynet_TX]

Can still reproduce the issue every time as described in my previous post here.

[Gondola]

OK, if it's still giving issues then if you stop the browser loading for MyAccount and select the https://www.talktalk.co.uk/my/packageandservices link to login to your MyAccount I've got that working consistently and use that link on the browser bookmarks toolbar so it's always accessible if the loading of MyAccount stalls or goes round in circles.

[lyntramp]

hi

if I go on internet explorer and then go back to microsoft edge it takes me straight to my account without login in.i am totally confused now, still can't get to it from email page.

[Gondola]

Hi @lyntramp and @Skynet_TX 

Have another try at the sign out of TalkTalk Mail, redirect to the main TalkTalk page and then the login link to MyAccount. 

This morning's (22 October 2022) maintenance on MyAccount does appear to have resolved the issue I had which was a repetitive cycling of the login to the Full Fibre Myaccount dashboard page when using the links from the main TalkTalk or Community pages.

[lyntramp]

hi

there is no specific reason I need to access my account, as soon as I log out of email the talktalk homepage no longer comes up, I just get requested U.R.L was rejected  message at the top of the page. This is the only talktalk page I can get I press the account button from here and I get the account log in page then I get the sorry due to technical issues message.

[Skynet_TX]

A bit more info if useful...

Just removing the talktalk.co.uk cookies is enough to fix the issue for me, I do not need to remove the new.talktalk.co.uk cookies.

I can reproduce the issue consistently by just :

1. Browse to https://new.talktalk.co.uk/
2. Browse to https://apps.talktalk.co.uk/ (don't even need to bother logging in, just browsing to this URL is enough)
3. Browse to https://new.talktalk.co.uk/ (this will then fail with 'The requested URL was rejected' error)

I can then fix this by going to the padlock from the broken https://new.talktalk.co.uk/ page and removing the talktalk.co.uk cookies

[Arne-TalkTalk]

Hi lyntramp

This issue has been raised, and is being investigated is there a specific reason you are accessing My Account? 

I can help. 

[Gondola]

£60 is a lot and will be because you're out of contract. Have a look at competitor pricing and get in touch with TalkTalk to see what the best deal for you is.

 LiveChat and contact information - select and wait for the light blue Chat now button to appear; It's grey or clear when busy or offline.

 When to contact TalkTalk? - select and scroll to see contact availability times

 LiveChat Messenger

TIP - Pause tracker blocking in the browser, ad-blockers and similar blocking software to avoid conflict with LiveChat's operation.

Landline calls to Customer Services on 0345 172 0088, 0345 172 0044 TalkTalk Mobile option 1, Better value contract renewals and cancellations on 0345 172  5157, if you're thinking of leaving, and Full Fibre enquiries on 0345 172 0074 are free from a TalkTalk home 'phone but otherwise are at a standard landline call rate.

[lyntramp]

hi

o.k. I think I will get a different internet provider as I am now out of contract andI am paying over £60 a month and fed up with talktalk.

[Gondola]

OK, well you know the workaround that works for when you need to access the customer MyAccount. You can use that until TalkTalk find and fix the root cause.

[lyntramp]

hi

removed all talktalk cookies still same problem.

[Gondola]

Remove ALL unless you wish to help identify which cookie is the faulty one in which case highlight and remove one and retry and if still faulty remove a different one and retry. And your post hasn't been "highjacked" as there are just members trying to work out, from the scant information here, on what exactly is wrong as we cannot see what you see or what you do.

[lyntramp]

hi

just went back to edge there is a list of talktalk with cookies which ones should I delete .

[lyntramp]

hi

I have tried everything that has been suggested .when I go on edge I don't see a padlock I can find talktalk cookies there dosen't seem to be any way to delete them.also my post has been highjacked.

[Gondola]

The Community header login to MyAccount is https://auth.talktalk.co.uk/login and that's also the redirect from the TalkTalk Sales page. So my diagnosis is that whatever is wrong with the cookies or process is caused when that link is called / used.

[Skynet_TX]

After I got the error on https://new.talktalk.co.uk/ last week I tried to access 'My Account' by following the link in the header of this community site, the 'My Account' login screen appeared fine, and it accepted my username and password, but then during the process of logging me in it gave some random error that I can't quite remember. Trying the same from Edge (where my cookies were healthy) worked fine and logged me in.

[Gondola]

Good to know that deleting the talktalk.co.uk and new.talktalk.co.uk cookies effectively cures the issue. My advice to reset the browser would have deleted all cookies and your testing does now seem to confirm the issue is isolated to the TalkTalk cookies.

I'm still not able to replicate the URL error though.  But when https://auth.talktalk.co.uk/login (the normal link to the customer MyAccount) is called I get a fail to login to the customer MyAccount and can then login only by stopping that process and going via https://www.talktalk.co.uk/my/packageandservices along with sister logins that also work.

[Skynet_TX]

I'm using Kaspersky Internet Security with pretty much default settings. I have no additional Ad /Tracker blockers (i.e. no additional browser plug-in's), and Chrome is also using default settings.

When I went to https://new.talktalk.co.uk/ (and all I could see was the error message) I went to the cookie list from the padlock at the top, it was only listing cookies for two sites (although there were multiple cookies listed for both of those sites), talktalk.co.uk and new.talktalk.co.uk, blowing those away then meant I could get to the proper https://new.talktalk.co.uk/ page again.

I do not have Kaspersky 'Anti Banner' switched on, and I do not have it set to block any Ad / Tracking cookies (it reports on cookie statistics, but does not block them by default).

The https://new.talktalk.co.uk/ page was initially working fine, as I have a 'favourite' to that page that I initially used to go there so that I could then click the link to log into webmail, it was only when the webmail logout confirmation screen tried to redirect me back to the homepage that I got the error.

[Gondola]

Noted that you're not using McAfee software. What Internet security / Ad blocker / Tracker blocker software is active?

Can I confirm with you that it was just the talktalk.co.uk cookie or new.talktalk.co.uk cookie set by the Main Sales page that you deleted? Or was it the sso.talktalk.co.uk or myaccount.talktalk.co.uk cookie set by the customer MyAccount page?

At present I cannot replicate the error. But I have had the issue of not being able to sign in to the customer MyAccount via the standard website links. There has been work ongoing this weekend on MyAccount issues. If it is just a bad cookie then the tip to delete cookies on a per site basis can be achieved via the padlock icon on either Edge, Chrome or Firefox.

There is an optimizely.com cookie / storage that might be the problem but this would be blocked by ad-blocking software hence my question about ad-blockers.