TalkTalk cannot find my details.

I've posted this in the ISP Problem forum here.
I'll repeat hear my problem.

My broadband and telephone stopped working yesterday, no dial tone.
I was originally with Pipex, then Tiscalli now TalkTalk.
If I ring Talktalk , something I've done over 10 times today, no one can find my account details? I've tried Home Telecom who say they don't have my details. I can log on and see my emails if I use the Home Telecom link and also the link at webmail.homecall.co.uk which has the TalkTalk logo below the Pipex one at the top of the page.
I've checked my bank direct debit which states "PipexHomecallTD" yet no payment have been taken since February.
My bank say the direct debit is still in place but no money has been requested since that date?
I'm at a loss as what to do. I can't even request a MAC to leave because nobody has my details. If I try to set up a new broadband account with another provider I don't not what will happen. i want to keep my old telephone number.
Any suggestions much appreciated.

Go to www.mypipex.net and it'll redirect you to the relevant part of the TalkTalk website. Enter your Pipex email and Pipex password and click Log in.

Tell me whether that works?

Nope. Doesn't work, error message "Please enter a valid email address and password.
But thanks.

In reply to a post by barrowfordred:

Nope. Doesn't work, error message "Please enter a valid email address and password.
But thanks.

Maybe it's the password at fault. Go here and enter your Pipex email address. Does it find you and send out a password reset email or not?

Edit: if not, try registering for TalkTalk My Account again. Enter your landline number and Pipex account number here and click Find me.

If you don't know your Pipex account number, they can find your account by landline number and credit card number or landline number and direct debit account number. This could be the solution you're looking for.

If nothing I've suggested above works, please tell me and I'll see what else I can suggest for you.

Edited by deleted (Sun 12-Aug-12 21:38:57)

Thanks, none of this works though. "Your phone number hasn't been recognised".

In reply to a post by barrowfordred:

Thanks, none of this works though. "Your phone number hasn't been recognised".

Looks like the account is nothing to do with TalkTalk and has been bound for the Home Telecom express.

Going here, do you know any of the details it asks for? You may find that the username is your PPOA one (the bit before the @ symbol).

If not, can you register for the TalkTalk Members Forums with your Pipex account number (as a last resort, to see if you can drum any knowledge out of them)?

Edited by deleted (Sun 12-Aug-12 21:53:39)

In reply to a post by Xplosion:

Looks like the account is nothing to do with TalkTalk and has been bound for the Home Telecom express.

Going here, do you know any of the details it asks for? You may find that the username is your PPOA one (the bit before the @ symbol).

If not, can you register for the TalkTalk Members Forums with your Pipex account number (as a last resort, to see if you can drum any knowledge out of them)?

Thanks, I tried the login above and get - "Your login attempt was not successful"
I've rung these guys twice and they have been very helpfull, however they are adamant that I am not one of their customers, they too have no details whatsoever of me.

As monies have no been drawn, I would think your services may well have been disconnected. This would show no record of you on the system when trying to access.

Edited by professor973 (Sun 12-Aug-12 22:12:28)

In reply to a post by barrowfordred:

Thanks, I tried the login above and get - "Your login attempt was not successful"
I've rung these guys twice and they have been very helpfull, however they are adamant that I am not one of their customers, they too have no details whatsoever of me.

Try sending TalkTalk Members Forum a message here. They are basically the helpful people at TalkTalk. I was thinking something along the lines of:

I was originally with Pipex, my landline number is xxxxxx and I have no dial tone. When I call customer service, they cannot find my details. Can you help me out please?

If they don't respond or they are useless, then you might need to get a new connection with BT.

Let me know how it all goes.

Thanks for this, I've done as you suggest, I'll let you know how it goes.

In reply to a post by Xplosion:

Try sending TalkTalk Members Forum a message here. They are basically the helpful people at TalkTalk. I was thinking something along the lines of:

I was originally with Pipex, my landline number is xxxxxx and I have no dial tone. When I call customer service, they cannot find my details. Can you help me out please?

If they don't respond or they are useless, then you might need to get a new connection with BT.

Let me know how it all goes.

In reply to a post by barrowfordred:

Thanks for this, I've done as you suggest, I'll let you know how it goes.

Great, let's hope they find something.

Trouble is he wants to keep the number.

As I've said, somewhere in the accounts department/system, staff only working Mon-Fri I expect, there has to be an audit trail of the direct debits for 7 years. The Reference number of the d/d has to pick it up.

Edited by RobertoS (Sun 12-Aug-12 22:44:16)

Heard anything back yet?

Yes, an email saying they are sorry to hear I'm having registration issues!!! And asking for my phone number (I supplied it in the email) and my TalkTalk account number, obviously I don't have one just my Pipex account number.
So I suspect this will go nowhere.

I've spoken to BT who checked the line type and say I don't need a MAC to transfer my number, so I guess it's juat a matter of choosing another provider and going with them. Be handy if I could get the fault fixed. £0 per month is a good deal

In reply to a post by Xplosion:

Heard anything back yet?

Edited by deleted (Mon 13-Aug-12 16:05:17)

Well that's good news if you can keep the number. I think I'd be tempted to get that organised PDQ.

Which exchange is it, and are you bothered about having line and broadband with the same provider? Heavy or light broadband user?

In reply to a post by barrowfordred:

Yes, an email saying they are sorry to hear I'm having registration issues!!! And asking for my phone number (I supplied it in the email) and my TalkTalk account number, obviously I don't have one just my Pipex account number.
So I suspect this will go nowhere.

I've spoken to BT who checked the line type and say I don't need a MAC to transfer my number, so I guess it's juat a matter of choosing another provider and going with them. Be handy if I could get the fault fixed. £0 per month is a good deal

It'd be good to transfer to another provider that works but I'd reply to their email with your landline and Pipex account number first. Reason being is a switch may not go through properly if there's a fault on the line, so it's best to let your current provider fix it.

Edited by deleted (Mon 13-Aug-12 16:18:37)

I might as well have line and broadband together. Exchange is Nelson in Lancs.
Either BT or Plusnet at the moment. Can't decide which one.
Medium usage I suppose.
Reading reviews is a waste of time because ALL the broadband providers get slated.

In reply to a post by RobertoS:

Well that's good news if you can keep the number. I think I'd be tempted to get that organised PDQ.

Which exchange is it, and are you bothered about having line and broadband with the same provider? Heavy or light broadband user?

Edited by deleted (Mon 13-Aug-12 20:05:49)

I've spoken to Plusnet and they say it is either Sky or TalkTalk who hold my number. It cannot be anyone else. Well it certainly isn't Sky. So TalkTalk it is.

Why I said get it moving is that if it gets ceased you will lose the number. There may already be a cease order on it, so you need to find out and see what can be done if there is.

It's always messy, and yours is extremely so.

You seem to be working on the basis of it being a line fault. I think it could be a cessation of both services for non-payment.

Edited by RobertoS (Mon 13-Aug-12 22:08:59)

Thanks for your help. I can hear the ringing tone if I dial my number from another phone still. I'm going to have a good look at the wiring tonight, if nothing changes then I'll go with another provider. A slight added problem is that I have no test socket.

In reply to a post by RobertoS:

Why I said get it moving is that if it gets ceased you will lose the number. There may already be a cease order on it, so you need to find out and see what can be done if there is.

It's always messy, and yours is extremely so.

You seem to be working on the basis of it being a line fault. I think it could be a cessation of both services for non-payment.

Edited by deleted (Tue 14-Aug-12 11:12:26)

An utterly stupid question! You have checked the filter is plugged in? And tried the test socket on the wall at the back in this pic?

Filter is plugged in. Everything is as I left it 5 days ago. It was working then. There's no one else in the house. My socket isn't like that. I have no test socket. It doesn't look as though a telecom engineer has fitted it. It look like an ordinary extension socket. This has worked fine for the 6 years I've lived in the house.
I've taken the filter off and the router cable and tried just the phone - nothing. I've yet to try a different phone because I don't have one to hand.

In reply to a post by RobertoS:

An utterly stupid question! You have checked the filter is plugged in? And tried the test socket on the wall at the back in this pic?

All I get is that I need an account number to access my account. I've given up. They just don't understand my predicament.

In reply to a post by Xplosion:

Heard anything back yet?

I've now found an email from Pipex dated August 2011 -
"Dear Customer,
You may have heard that Pipex has been acquired by the TalkTalk Group, a publicly listed company with 4.2 million customers in the UK. Since the acquisition we have been working hard to bring Pipex customers even better phone and broadband services.

What does this mean for you?

What will stay the same, now & going forward -

Your existing, reliable broadband connection
Your Pipex email address (if you have one)
Your telephone number
Your Pipex �Your Account� online username and password details


Your current Pipex service uses the TalkTalk Next Generation Network. This is the UK�s biggest network, which is capable of delivering reliable phone and broadband services to 22 million homes. TalkTalk has won many prestigious awards, including Best Value Broadband and Home Phone Bundle winner 2011.

What happens next?

Later this year your Pipex phone and broadband account will be moved onto the TalkTalk billing system.

You don�t need to do anything to benefit from being part of TalkTalk, one of Britain�s leading phone and broadband companies, and we promise to continue to keep you informed of what is happening.

Yours sincerely,

Dido Harding
Chief Executive Officer

Edited by deleted (Tue 14-Aug-12 13:59:49)

I'm getting confused! Which thread you running with?

I'm trying to keep both up to date. But from now on will only be posting any updates on the TalkTalk thread.

Edited by deleted (Tue 14-Aug-12 15:01:53)

In reply to a post by barrowfordred:

I've now found an email from Pipex dated August 2011 -
-------------------------------------------------------------------------------------------------------
Later this year your Pipex phone and broadband account will be moved onto the TalkTalk billing system.

Ah, so it now does look like it's definitely TalkTalk that needs to be dealt with. That and the fact that Plusnet narrowed your landline provider down to an LLU one leaves Home Telecom out of the equation.

What has the email conversation with the TalkTalk Members Forum been left at currently? Can they find any accounts linking to your landline number?

It might be best to wrap it up with TalkTalk before moving on but when you do go to switch providers, may I make a recommendation? Clue's in the sig

Edited by deleted (Tue 14-Aug-12 21:22:21)

My theory is that BB was with TT, till they cancelled it recently thro' lack of payment, while billing remained with Pipex then Home Telecom, as I mentioned in OP's X-thread.

OP has been unable to join TalkTalk Members Forum due to lack of required details.

In reply to a post by XRaySpeX:

My theory is that BB was with TT, till they cancelled it recently thro' lack of payment, while billing remained with Pipex then Home Telecom, as I mentioned in OP's X-thread.

That'd make sense, it's just odd OP has received no communication and their landline went dead all of a sudden, that's what threw me.

In reply to a post by XRaySpeX:

OP has been unable to join TalkTalk Members Forum due to lack of required details.

I realise this, just thought contacting the Forum by email would have helped but they appear just as useless as our good old indian friends at TalkTalk's call centres.

On a side note I thought about how TalkTalk could turn round their call centre issues. They could recruit some of the Members Forum OCEs to man the lines as a trial. This could expand into them also operating the email support. Good idea?

Getting somewhere, a member of another forum (non telecom) happens to work for TalkTalk, he's got the line tested and come back with this -

Date Test Requested - 14/08/2012 14:24:31
Date Test Completed - 14/08/2012 14:25:20

Test Outcome - Fail

Fault Location - FU

Fault Description - FAULT - Dis in exchange

Explanation - The break could be along any cable or at any jumper point between the HDF and the exit from the exchange.

He says they can't do anything unless I set up a TalkTalk account, something (as you understand) I'm loathe to do. I've rung BT who despite me not being a customer are going to escalate my call to another level to try to resolve the exchange fault.
TALKTALK TAKE NOTE!!!
BT tell me the line isn't disconnected.

Edited by deleted (Wed 15-Aug-12 07:58:44)

In reply to a post by barrowfordred:

He says they can't do anything unless I set up a TalkTalk account, something (as you understand) I'm loathe to do. I've rung BT who despite me not being a customer are going to escalate my call to another level to try to resolve the exchange fault.
TALKTALK TAKE NOTE!!!
BT tell me the line isn't disconnected.

Why don't you try contacting TalkTalk via twitter here? They're usually very good. I agree, you should just be able to pickup the phone or send them a quick email to sort this out but its the same with some other companies...eg Vodafone retentions and First Direct twitter based support are on a different planet to their phone based counterparts.

As a last resort i can post this issue on your behalf on the TT forums if you PM me all the info...your personal info will NOT be visible on the TT forums. However fully understand if you don't want to go down this route. I'm an ex-Nelsonian now living in the Highlands of Scotland so happy to help you out

In reply to a post by Xplosion:

On a side note I thought about how TalkTalk could turn round their call centre issues. They could recruit some of the Members Forum OCEs to man the lines as a trial. This could expand into them also operating the email support. Good idea?

I once suggested on the TT forums if TT would consider moving their overseas support back to UK which could be funded by an increase in service costs...however i was shot down in flames by other users Oh well i'm not going to complain too much considering i'm paying £5.25 pm for their Plus Package....16+ meg speeds 24/7, truly unlimited downloads, static ip address, no throttling, fastpath profile and shocking decent support via their phone forum.

HI Barrowfordred,

In oirder to register on the Members Forum you do need an account number. However if you use the Contact us Form on the TTMF site we can look into this from your telephone number.

Regards

Mark
TalkTalk Online Community Department

Done.

In reply to a post by TALKTALK_SUPPORT:

HI Barrowfordred,

In oirder to register on the Members Forum you do need an account number. However if you use the Contact us Form on the TTMF site we can look into this from your telephone number.

Regards

Mark
TalkTalk Online Community Department

I'm not on Twitter so I can't go down that route.

Not on twitter... Then register??

In reply to a post by barrowfordred:

Done.

In reply to a post by TALKTALK_SUPPORT:

HI Barrowfordred,

In oirder to register on the Members Forum you do need an account number. However if you use the Contact us Form on the TTMF site we can look into this from your telephone number.

Regards

Mark
TalkTalk Online Community Department

I'm not on Twitter so I can't go down that route.

All they are asking you to do is fill in this form. You do not have to be a member to complete.
http://www.talktalkmembers.com/forums/sendmessage.php

BT will set you up with a Temporary Line, until old number recovered and then update line.
My daughter did this when there was a problem with AOL.

I think secretly you are hoping to continue as you were at £0

Edited by flippery (Wed 15-Aug-12 11:54:35)

In reply to a post by Seansmit17:

Not on twitter... Then register??

�I wouldn't want to belong to any club that would have TalkTalk as a member�

In reply to a post by flippery:

I think secretly you are hoping to continue as you were at £0

We all know this isn't going to happen. But hey............ wouldn't we all.

In reply to a post by flippery:

All they are asking you to do is fill in this form. You do not have to be a member to complete.
http://www.talktalkmembers.com/forums/sendmessage.php

I have completed the form and have come to the conclusion that the folk who run it are as numb as a p~ss stone.
All I keep getting back is -
"Hi if you are not already registered please provide you account and telephone number......"
I'll refrain from posting his name.

Edited by deleted (Wed 15-Aug-12 16:19:52)

Then open a twitter account and send them a twitter. It only takes a minute or two and an absolute doddle to use. Don't be afraid
www.twitter.com

If they refuse to talk to you over the phone, by email or on their Forum, your only option now is to write TT a formal letter giving all your known details and enclosing a copy of that email from them informing you that you had been transferred to them. They are legally obliged to answer such letter.

TT's track record indicates that this is also likely to fail due to lack of a/c #.

Hi Barrowfordred,

Some Pipex customer were migrated to TalkTalk Business. If you are not showing on the TT Residential system have you tried to contact the TTBusiness Teams to query this with them?

Regards

Mark
TalkTalk Online Community Department.

Do you have a profile of speedtests here (or anywhere else that may remember your IP addy)? Then look up a recent IP addy and post it here or do a Whois on it to settle just which ISP owned your connection last.

We normally do not permit two identical threads as it can become confusing and sometimes annoying to members.

I let it go because you do have issues and you did provide a link to the other thread but as both are still running I think it best that future post JOIN THE ORIGINAL THREAD.

This thread closed.