Thread: New Site--Cannot Get In--"Connection Failure" over and over

Today, Saturday, I got in with no problem.
Except for me, there is no history prior to May 2022.........

I've been unable to get in--e.g. create a new account. And I've been unable to talk to anyone on the phone. I've been on hold 3-4 hours several times Thursday and Friday and never gotten through.
My guess is that they cannot fix the online new account registration satisfactorily and are counting on thousands of federal employees to create accounts over the phone.
They clearly did not do adequate testing and their tech team is not skilled enough to do this update. I do hope there is a review of what went so badly wrong and that people who made bad decisions are reassigned. Because, TSP needs to build back trust in the system and right now, my trust is in the negative numbers.

I've been told some had success trying a different approach if you had trouble creating an account. Some said trying a different browser worked or, if you were using the phone app, try a desk top. If you were using a desktop, try the phone app.

Can't hurt to try instead of being on hold with the help desk for hours.

TSP is still providing false information on wait times on the phone.
I am retired.
I have ALS.
I needed to do a withdrawal for some very expensive prescriptions for new drugs.
When I tried to create my new account the system would not attach my phone number, which has long been associated with my account.
Instead I was told I would have an access code mailed to me in several weeks!
Given the current debacle I doubt I'll ever get that in the mail and I certainly can't wait for several weeks.
I cannot get through to anyone on the phone.
I am going to file a complaint, trying the Federal Retirement Thrift Investment Board first.

Originally Posted by LauraKnitLibrary

TSP is still providing false information on wait times on the phone.
I am retired.
I have ALS.
I needed to do a withdrawal for some very expensive prescriptions for new drugs.
When I tried to create my new account the system would not attach my phone number, which has long been associated with my account.
Instead I was told I would have an access code mailed to me in several weeks!
Given the current debacle I doubt I'll ever get that in the mail and I certainly can't wait for several weeks.
I cannot get through to anyone on the phone.
I am going to file a complaint, trying the Federal Retirement Thrift Investment Board first.

Did they tell you that post mail was the only way after not being able to attach your phone number?

I have the same issue and when trying to validate the other way, I get “connection failure” error on every different browser and device I use.

Originally Posted by pmfallon

Anyone else unable to get in after going through the entire process, and after hitting submit for the security questions I get this message, "Connection Failure--Please try again in a few minutes."?
I've tried all the browsers, different computers and devices, always ends that way. Anyone else getting this, or figured out how to get around it? After two hours the thrift line person sent me to technical support and I gave up after being on hold for 9 hours. What a mess!

Any luck? I spent hours on hold again, only to be told the know of the issue, and only advice given was to try different browsers and devices. Which I have been consistently on different networks, browsers, pcs, macs. It doenst matter.
I asked if requesting snail mail would lock me out from trying to log in once they "fix" the system. She said it shouldn't, but wasn't 100% certain, and she never received a response from her side about it. That's reassuring.

Originally Posted by Cincyoh

Any luck? I spent hours on hold again, only to be told the know of the issue, and only advice given was to try different browsers and devices. Which I have been consistently on different networks, browsers, pcs, macs. It doenst matter.
I asked if requesting snail mail would lock me out from trying to log in once they "fix" the system. She said it shouldn't, but wasn't 100% certain, and she never received a response from her side about it. That's reassuring.

***UPDATE***A customer representative from TSP called me today. It showed up as "Thrift Savings" on my phone. The rep was able to get me setup after asking some regular questions. They do ask for your account balance and if you can get it within $1,000.00. I said i could try, but who knows with how the market is and I cant check my balance! All said and done, I am finally in.

That's scary. I haven't been able to log on for 2 weeks. No way can I get within $1000.