Chat Messaging Query

[Fraser07]

I have a problem when I sign on to my account and use TalkTalk Chat. 

When I post a message on TalkTalk Chat it displays a different name to my name. 

My daughter in law borrowed my laptop to contact TalkTalk about an upgrade as her computer was faulty.  Ever since, when I use Chat under my log-in, her name appears as the person posting messages.   

At the TalkTalk end the agent can see it's me from my log-in but It causes confusion every time I want to contact TalkTalk by Chat which is my preferred method of communication.  I have to tell the agents it is me who is on Chat and not my daughter-in-law.

When I contacted TalkTalk I was told the problem couldn't be fixed.  I was then told to use the Chat without logging on then try again by logging in with my sign on.  This didn't work.  .  

Does anyone know what the problem is and what needs to be done to get it fixed?

Thanks. 

Fraser

[Fraser07]

Today I got a phone call from a member of TalkTalk.  I think he said his name was Shaun.  He told me again to try clearing cookies and cache on my laptop which I did.  Still not showing my name on chat when I sign into TalkTalk.   Still puzzled what the problem is and why it can't be fixed at the TalkTalk end.

[Fraser07]

Browsers are up to date.   I used my Grandson's laptop - Google Chrome.  It was last Friday 31st - 11.27.  I have taken a screenshot and attached it.   Just did the same.  Signed into his laptop with my sign on.   When I go into the chat as I did yesterday it seems to retain all the chat going back to 30th March last year when my daughter in law first borrowed my laptop to contact TalkTalk.  

[Arne-TalkTalk]

can you ensure that the browsers are upto date,  Also the date and time when you tried the second browser as I cant see any notes from live chat

[Arne-TalkTalk]

Ok thank you, I will see what I can find. 

[Fraser07]

I did try signing on to TalkTalk Chat using Google Chrome and getting the same issue.

[Arne-TalkTalk]

Hi Fraser07

Its an issue Ive never come across before, so the reason I asked to test with a different browser is so we can narrow down if the issue is browser based. 

[Divsec]

Thanks for trying. Arne will get to the bottom of it.

[Fraser07]

I don't really want to use another browser and clearing cookies cache didn't work either.

[Fraser07]

No I haven't thanks.  Only device I could try is my phone but I find it awkward  to use my phone for Chat and prefer my laptop which is easier for typing.  I don't understand why this can't be fixed by TalkTalk.  Would have thought when you end a conversation you would start afresh when you log-in.  I've contacted TalkTalk about this problem and hope a solution can be found.

[Arne-TalkTalk]

Can you try using a different device if possible? 

[Divsec]

Hi @Fraser07 have you tried either a different browser or clearing the cookies cache on your preferred browser?