FAILED IDV

Are you able to access TalkTalk MyAccount right now?

It seems that the information on your account is not updated. We would highly suggest to setup/view your telephone password by logging in to your My Account.

We can still proceed on running the diagnostics to get things sorted out. Please be advised that if the outcome routes to book an engineer, process a replacement router or add Network temporary divert, we'll need you to contact us back to fully verify the account, would that be okay?

No worries as everything are documented on your account so by the time you contact us back, we'll immediately book an engineer or replace your faulty equipment if needed instead of starting the steps all over again.

Thank you for providing that information, though it shows that the information you have provided doesn’t match our records. This will give me limited access to your account; however, I will still be able to run a test which will trigger all pending updates to be sent to your equipment which will help optimize the stability of your internet connection. The test will also identify possible faults from your equipment to the exchange. This process may take 20 - 30 minutes, however once completed we should be able to provide a long-term fix for your service. Will you be happy to proceed?

Please let me know if you have questions.