TalkTalk (Pipex) - cannot login to "myaccount" to view my bill, going round in circles!

[stuarto]

Good evening.

 

I wonder if anyone else is having a similar problem with TalkTalk?

 

We have been forced to deal with this company after they bought out Pipex.

 

We are now 'online billers' BUT we cannot view our bill online as we cannot login to the account!

 

We receive an email from them to our hotmail address which is registered to the account, but when we go through the 'forgotten password' procedure we get the message:

 

PLEASE ENTER CORRECT EMAIL FOR YOUR ACCOUNT.

 

So we ring them and over two weeks we've wasted 30 minutes at a time being told firstly to restart OUR laptop, then get told it's a 'technical fault' and their engineers are working on it and we should try again in 24-48 hours.

 

Well it's still not fixed!

 

I actually managed to speak to a nice Scottish gentleman the other day who told me it was 'an easy fix' and he would transfer me to the correct department to get it sorted. On hold for 5 mins, then a nice Indian (I assume) lady told me I was not talking to the right department and she would put me through to someone who could help - 5 more mins on hold, then nothing!

 

Has anyone else out there had the same experience and/or had it fixed?

 

I can't even register on the TalkTalk FORUM to ask for help - it doesn't recognise the phone number or account number when I input them. aaaarrrrggggghhh!!!!!!

 

I am considering moving to BT (although not convinced they're much better - but who is?)

 

Will BT need my MAC code before they can switch me over to them? If so how do I ensure the idiots at TalkTalk will co-operate and get it to me within the 1-5 day period?

 

I'm now going to sit down in a darkened room, have a cry and contemplate life before internet and telephones - oh happy days!

 

Thanks for reading this and if anyone can help with my questions then I thank you in advance.

 

Stuarto

[locutus]

Who do you pay line rental to? If BT you need a MAC if TalkTalk you cannot get a MAC, and unfortunatly during the switchover you will lose internet for a few days.

 

If you are out of any minimum term and you wish to switch providers, contact whoever you wish to move to, and they'll sort it from there.

[geoff1248]

I have exactly the same problem of not being able to log on to my TalkTalk account. Like you I got passed from person to person. In the end I have decided to take my custom elsewhere.

When you contact TT to tell them you want to leave they will try every trick in the book to try and get you to stay. I was told that I would loose my current phone number if I changed ISP because they would not release it. A quick call to OFCOM confirmed that they cannot retain your phone number (OFCOM said just say "General Condition 18" to them and they are required to release your number). Anyway if your new ISP requests your existing number your old ISP must release it.

Bottom line is that I am off to Sky who do not require a MAC code from TT but can just go ahead. Next door neighbour gets excellent Sky speed + currently offering free 6 months unlimited broadband. With more and more online video content becoming available unlimited is the way to go; TT are now capping.

[locutus]

The above still applies geoff... you'll probably be without internet for a few days. You are correct that they cannot hold you to ransom with your number... did you record this call? Lodge a complaint with the CEOs department [email protected] and tell them that you think this is disgusting and the staff that said that needs retraining!

 

I have an old PC connected to my TV, and have various players on there (ITVplayer, iPlayer etc...) so if you like TV, it's a good idea to go unlimited.

[stuarto]

Thanks for the replies folks. After I put up this post I rang TalkTalk again and went through the whole process again! Again with a scotsman initially who tried to sell me a new 12 month contract! I insisted I wanted my problem resolved before I would contemplate 'chaining' myself up to them again, so he told me he'd put me through to 'technical' - which seems to just mean being put on hold until every song that's been released in the history of pop music has been blasted down the phone to you - I had to stop after 20 mins!

 

I've ready terrible things about other peoples experiences of TalkTalk and am just hoping this person didn't 'assume' I'd take the new deal and has tried to put that through the system.

 

Anyway, I have now signed up to BT (probably going to get slaughtered for doing that from many, but I just had to get away from TalkTalk) - I did the whole thing online and 'spoke' to someone on their 'chat' thingy. They ASSURED me that Bt would handle the transfer, all we had to do was cancel the direct debit. Although they did say I MIGHT need the MAC code, but it would tell me during the online ordering process.

 

Nothing appeared telling me I need it - I checked with the BT person and again was ASSURED that it means I don't need it to do the switchover.

 

I have been paying line rental to Tiscali - Pipex - TalkTalk. Everything has been fine up until the idiots at TalkTalk took over. I used to think Sky's customer service was the worst on the planet, but this lot have topped them! In fact to be fair to Sky my recent contact with them has been much improved.

 

So BT switchover on 20 February - I'm scared stiff of this and just hope and pray it goes smoothly.

 

Thanks again for any comments/advice.

[stuarto]

Who do you pay line rental to? If BT you need a MAC if TalkTalk you cannot get a MAC, and unfortunatly during the switchover you will lose internet for a few days.

 

If you are out of any minimum term and you wish to switch providers, contact whoever you wish to move to, and they'll sort it from there.

 

So as I pay TalkTalk for the line rental I CANNOT get a MAC? So what does that mean? Just that as you say I will lost the internet for a while or is there more to it than that?

 

Was the BT person telling me 'porkies' last night then?

 

Thanks,

Stuarto

[locutus]

OK I'll elaborate a little.

 

You pay your line rental to TalkTalk, your phone line is a BT line all the way to your exchange. At the exchange, the line has been removed from BT servers and plugged into TalkTalk servers.

 

Many broadband are just re-branded BT, so if you pay line rental to BT, your broadband may be provided by BT but a 3rd party does the billing. In that case to move between 1 BT provider and another BT provider, you need a MAC, and BT will end one contract as the other begins with no interruption to yourself.

 

Now, In your case what has to happen is your phone line disconnected from the TalkTalk server, plugging in to the BT server. This will end your service with TalkTalk and begin it as a fresh new line with BT. Once the line is up and running you can order broadband from anyone (although there is a way to simultaneously provide line rental and broadband, but only really people at BT know about this in my experience... it involves a lot of running around with other broadband providers)

 

Another couple of little things I'd point out to you

 

BT has no price reduction for paperless billing. Out of protest all my friends with BT are ordering a paper bill now

BT Privacy at home is free, gives you caller display and registers you with TPS, caller display alone is £1.50 per month... you may aswell get the free one if you have a caller ID handset.

[stuarto]

Thanks for that reply, very thorough.

 

So in summary, I don't need a MAC code, but will definitely lose internet connection for a while.

 

Will BT let me know the connection is 'up and running' or do we just keep trying until it does?

 

Thanks again.

[locutus]

BT will possibly "sim provide" both. Basically they'll let you know when your broadband "go live" date is. Keep your hub powered for 10 days after you get it, as this is when the system tests the fastest stable speed you can get, and locks you at that.