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

[Arne-TalkTalk]

Very confusing, ill pass this info onto the live chat team to see if they have any other suggestions

[Fraser07]

Arne,

Ignore that.  Went on TT again using my sign-in and still getting same problem.  There is no clear history option either.  I've attached a screenshot.  I've no idea what is going on but the problem seems to occur every time I sign onto TT and then use the chat.  If I don't sign into TT it isn't a problem and I get a clear history problem.

Whatever it is the Chat system just seems to be keeping all my previous chat history till March last year and associsting it with my TT sign in and password.  Can't understand why this can't be fixed by someone a TT.

Don't know if you can help any further.  If yiu can't, thanks anyway.

[Arne-TalkTalk]

Thanks for the update

[Fraser07]

Hi Arne.

I switched off my router and ONT for 30 minutes as you suggested and at first when I went on to my laptop my daughter in laws name was shown when I tried to test it on Chat.  When I use my laptop it seems to bring up all my chat history going back to 30th March last year when my daughter-in-law first borrowed my laptop to contact TT chat..

However when I tried testing it on my mobile, it was showing my message posted as "You" and not my daughter in laws name and I noticed in the three dot menu on TT chat (on my mobile) there was a "clear history" option that wasn't available on my laptop.   I went back into my laptop and there was no history and my name is shown as "You".  Plus I now have that "clear history" option on my laptop.

I'm on chat now to ask an agent what name is showing at their end but no agent has come on as yet.  Been waiting 20 minutes.

It looks like everything is OK now but I'll get back and confirm again if that's OK with you.

Fraser

[Arne-TalkTalk]

Hi its up to you really, let us know how it goes after the 10th

[Fraser07]

Hi Arne, I've just renewed my TalkTalk contract for broadband and VIOP and I'm due to receive a Eero new router.  The Go-Live date is scheduled for the 10th March.  I might wait till then to see if this corrects the problem as I'll be using my new Eero router.  Should I wait till then or just do as you suggest and switch of the ONT and router as you suggest?

[Arne-TalkTalk]

No, it just refreshes the IP address assigned to the router. obviously while its off for 30 mins nothing will connect but once restarted normal service will resume.

[Fraser07]

Thanks Arne.  Doing what you suggest won't upset any of of my router settings/passwords etc, will it?

[Arne-TalkTalk]

The ONT is the box on the wall that the router is connected too

[Fraser07]

Apologies Arne but I'd don't know what an ONT is.  Can you advise?  Thanks.

[Arne-TalkTalk]

Hi @Fraser07

Can you power down the router and the ONT for 30 mins, there is a chance your IP address is being linked to your daughter in laws account which is confusing the Live Chat system.  

[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.