Setting up My Online account

[Morganzola1]

I've started a new contract/plan with Talk Talk on the 16th July. Go 'live' date is 9th August. I've been trying for weeks to set up an Online Account but always comes up with an error message on the last part of process. Is this normal? I wanted to keep an eye and get an update on my order periodically (including the delivery of my router which apparently wasn't processed so now may arrive later than installation date). Anybody have the same issues? or is it something that will kick in when i go 'live'? I was initially told when placing my order that i should set it up straight away..

[Morganzola1]

Really helpful again. Thank you 🙂

[Morganzola1]

Hi Arne. Thanks again for response.. Exactly..i spoke to a few departments at Talk Talk over the last couple of weeks suggesting the old emails might clash with me setting up my online account and they were adamant it wouldn't affect set up! I did ask for them to be removed..Finally it got sorted but what seemed like a natural solution took some time to resolve at Talk Talk's end.

[Arne-TalkTalk]

So basically the CS agents dont have access to view the backend systems (we do on the community) your billing account had an @talktalk.nnet address in the online billing field which needed removing 

[Morganzola1]

Hi Arne. This is something i brought up weeks ago over the phone. 2 old email addresses were coming up in autofill when i was trying to register my online account with current outlook address. They insisted old tiscali and tallk talk email addresses wouldn't conflict with the setting up of my new online account..But maybe they were wrong. It's sorted now i think but i can see this might be a problem for many who are ex talk talk customers with details of old accounts not fully closed down. Took a lot of correspondence and mixed info/messages to sort. Thanks for response .

[Arne-TalkTalk]

Just to clarify what went wrong here, your billing account had 2 different email addresses on your account, but was showing as not registered, so we remove both the addressees from our billing system, which will then allow you to register, it has no effect on the functionality of the email addresses.  Glad you got it sorted in the end. 

[Gondola]

48 hour delivery is normal. Good to know you have the eero 6 before Monday.

The eero app has 4 tabs Home > Activity > Discover > Settings and on the Settings tab you'll find a Troubleshooting section and a menu item 'My device won't connect' that has two options for dealing with legacy devices that have difficulty connecting to the eero 6 Wi-Fi network.

The eero Support Hub is your go-to resource for information, guides and Community support. A selection of guides are given below.

Select here:
 eero Support Hub

eero 6 and eero Pro 6 Help

 eero - Setting up your eero

 eero app

 Using eero advanced features

 eero - Troubleshoot the eero app

 eero - Problems connecting a device?

[Morganzola1]

Thanks again. Just to let you know the Eero 6 arrived! When i was told on Thursday possibly up to 3-6 working days i was a little worried so they must have pushed express delivery. At least it's here for the engineer to test etc. Hopefully easy ish to set up. I'll check the video. I do have some older devices though which i hear may not be compatible with the Eero. Is this a problem that can be rectified?

[Gondola]

Perfect. Good to know that the registration process worked... eventually.

If the account holder name and address are the same then TalkTalk do link the previously archived account to the new login and frustratingly the user has to select the correct account number. It must be a Data Protection thing to explain why TalkTalk link up an archived account as there's nothing the user can do except see that TalkTalk have retained those details. Good for your credit record but otherwise no practical use for you currently.

Thanks for letting us know. I'd expect the eero 6 to arrive by Monday. Keep in touch to let us know how it goes next week.

[Morganzola1]

Thank you..i thought this might have been a problem with me setting up the new account. I'm able to get logged in now but the old account seems to be the default page once logged in. But the new one is there too so all good i hope.

[Morganzola1]

Hi Arne. I'm hoping they didn't delete my outlook.com email address from any of their systems like you suggested? This is the one i need to use for correspondence and setting up my online account which it seems i'm now able to do..but logs me into an old account closed in 2018! The new account is there too but strange how the default page is the old one! This may have caused the conflict intially when i was trying to set it up. Is it normal for Talk Talk to keep old account details hanging around on system? Especially when you're trying to create a new one. I'll wait until i go 'live and see if everything works as it should. At present the new account is showing too so fingers crossed.

[Gliwmaeden2]

They hang on to all that old information, @Morganzola1.

A year after leaving, you wouldn't be able to access it.

Rejoining with the new package, you can see it, but it won't be active. 

[Morganzola1]

Thanks again for your responses. Much appreciated. I finally got my online account registered..it was a bit long winded..but when i finally got logged in with my current outlook.com address it took me to an old account closed in 2018! I don't known if this is where the conflict was created.. Finally i find the right account number in scroll down options. Is it normal to have an old defunct account lying around on the system. If i log in now that's the page that comes up first..my old account with all the details. Very odd i thought.

[Morganzola1]

Thank you. I did call Talk earlier..eventually got through to a customer services rep'. It seems my email address is still on the system but they wanted to set me up with another email address to create My online Account..i wanted to keep it simple by just using my Outlook one to log in..the same email i gave to Talk Talk when setting up the contract/plan. There has been an email sent re Registration of account. I'm hoping it will work this time when i try it. It's been an exhausting day. Thanks for your time and advice again.

[Gondola]

Don't worry about the outlook address being removed from the MyAccount. The fact that Arne can see that means the MyAccount has been partly registered by the orders team and perhaps is not being identically matched up to your order registration details.

So, just use a default browser setup and re-register for MyAccount, use the new outlook.com address that you've given when ordering and fingers crossed that the MyAccount registration will now be accepted.

PS You may need to wait until next week for the MyAccount team to have done their bit.

[Morganzola1]

Please don't delete the outlook address. I need this for correspondence via email as it's the one i set up with talk talk when i took on new plan/contract. It will cause more problems. I was talking about another email address when i was with talk talk previously years ago. The outlook address i registered with is correct. I just cant set up my online account. 

[Morganzola1]

No i wouldn't advise that as my current outlook address which i set conttactplan up with is needed for correspondence etc. Please don't delete as it will cause more problems.

[Arne-TalkTalk]

Hi, the old address shouldn't stop you from registering, I will ask the back office team to clear the outlook email address that is currently showing on your account, This maybe causing the error, Once its cleared you should be able register successfully. 

[Morganzola1]

Hi Arne. Thanks for your response. 

The message is There

Was a technical error

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

I've been trying for weeks. I did ask an agent is it because i had an old talk talk account up until 2018 and it's conflicting with an old email address..i was told no that shouldn't affect it. And that old email should be defunct. My current email is a outlook one which is the one i submitted when taking on the contract/plan. But it won't let me set up an online account..

[Arne-TalkTalk]

Hi Morganzola1

What error message do you see?