topic Re: Moved from Shell, trying to leave Talk talk in Broadband

Moved from Shell, trying to leave Talk talk

FredBloggs7 — Wed, 22 May 2024 08:33:05 GMT

Has anyone just been transferred to Talk Talk from Shell/Octopus? I was told by Shell that I could leave Talk Talk once we were moved over, with no financial penalty, although my contract doesn’t expire until 2026. Spent 2 hours online with Talk Talk yesterday and they won’t budge. Want to charge me £229 to leave.

Is anyone in in the same position? I’m going to take this to CISAS, as I don’t want to stay with Talk Talk - too many awful reviews.

Re: Moved from Shell, trying to leave Talk talk

fr8ys — Wed, 22 May 2024 11:41:22 GMT

There's an article on MSE site here

https://www.moneysavingexpert.com/news/2024/02/shell-energy-broadband-sold-talktalk/

It states that TalkTalk say you can't move without fees unless you are out of contract and to try complaing if you are unhappy, but your terms and conditions under contract are not changing, so looks like you are stuck.

You did realise that your broadband was actually being provided by TalkTalk under White Label provisions, so just rebranded as Shell?

I'm not an apologist for TalkTalk, just a customer, but their customer service is improving according to the latest figures, so unless you really are determined to move, why not stay and see how things go?

Any faults or problems can be raised here on the forum and whilst not in real time, staff here are probably the best for resolving issues.

As an aside do you have any documentary evidence from Shell /octopus that states you can leave once the transfer was completed?

If so the perhaps you can post it here, removing any personal details it may hold.

Thank you.

Ps Staff here cannot deal with any cancellations, only the loyalty team can buy phone, but they may be able to refer on for you if you provide documentary evidence to back up your thoughts.

Re: Moved from Shell, trying to leave Talk talk

FredBloggs7 — Wed, 22 May 2024 17:05:05 GMT

Many thanks for that. I do have an e mail from Shell confirming I can leave Talk Talk with no penalties, but don’t know how to put it on here. If I can get someone to help, I’ll post it. I’m waiting to hear from Talk talk’s complaints team. The problem with waiting to see how it goes is that I then definitely won’t be able to leave until my contract ends in 2026 because by saying nothing I’ll have accepted the transfer to Talk Talk.

I did read Martin Lewis’ article, hence the 2 hours plus online yesterday, trying to sort things out.

Can anyone confirm that phoning Talk Talk from a landline they provide is free?

Thanks a lot.

Re: Moved from Shell, trying to leave Talk talk

fr8ys — Wed, 22 May 2024 17:41:17 GMT

Thanks for confirming.

I see you have an issue with your bill under another thread.

Unfortunately once produced it can't be changed but once sorted the refund will appear on your next bill.

Is there anything on the Shell website that mentions cancelling? If so perhaps you could post a link please. Thanks.

Re: Moved from Shell, trying to leave Talk talk

Arne-TalkTalk — Thu, 23 May 2024 10:27:26 GMT

Hi FredBloggs7

My understanding was that the contract start and end date is carried over, can you PM me the email you have from Shell, it will need to be raised.

Thank you

Re: Moved from Shell, trying to leave Talk talk

FredBloggs7 — Thu, 23 May 2024 12:03:55 GMT

I'd happily send it,but I have no idea how to do this. If you can tell me how to either forward an email by PM (whatever that is), or post a photo on here, I'll send it.

Thank you.

Re: Moved from Shell, trying to leave Talk talk

Arne-TalkTalk — Thu, 23 May 2024 12:41:38 GMT

Click on my username (or the post you want to reply too) , and a hovercard will appear
Click on Message
Your inbox will appear with the post you are replying too
Your can add screenshots

Thank you.

Re: Moved from Shell, trying to leave Talk talk

scully0 — Thu, 23 May 2024 18:04:54 GMT

I'm same as you not interested in transferring to Talk talk

Re: Moved from Shell, trying to leave Talk talk

fr8ys — Thu, 23 May 2024 18:27:48 GMT

@scully0 you will need to phone and speak to the loyalty team but the understanding is that your contract carries over until expiry of your contract with shell.

As mentioned the infrastructure you are on is TalkTalk already so there should be no disruption.

Please start your own thread if you wish an individual response as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

Re: Moved from Shell, trying to leave Talk talk

Jocker — Sat, 15 Jun 2024 14:51:33 GMT

Shell wasn't totally transparent either, in as much as you lose your discount on Shell petrol via Shell Go+, because you are no longer a Shell customer. It didn't say that in any of the documents I received. That benefit was worth about £36 a year to me, and I am not a heavy fuel user. Certainly it had some bearing on my choice of broadband supplier. So not a like-for-like transfer if you buy your fuel regularly from Shell.

Re: Moved from Shell, trying to leave Talk talk

Rexthedog4* — Mon, 24 Jun 2024 16:41:53 GMT

I am of the same opinion. Shell sold us out. I have been with TalkTalk twice before and was relieved to move to Shell. We should have been given the chance to withdraw without penalties. Furthermore I am having great difficulty looking at my bill. Because I was a previous customer the site recognises me and says I was disconnected in 2022.

Re: Moved from Shell, trying to leave Talk talk

Gliwmaeden2 — Mon, 24 Jun 2024 18:15:02 GMT

@Rexthedog4*, please post your own topic in the billing section for staff to remove the old details from your My Account so that you can register afresh and see your current bills.

Re: Moved from Shell, trying to leave Talk talk

Arne-TalkTalk — Wed, 26 Jun 2024 07:02:12 GMT

@Rexthedog4* Please try and register for My Account again, if there are any problems please start your own topic.

Thank you.

Re: Moved from Shell, trying to leave Talk talk

Bienchen — Tue, 09 Jul 2024 16:48:42 GMT

I have the same issue. As customers we should be able to choose our service and not be transferred without being asked. I don't feel that my rights as customer are considered.

Re: Moved from Shell, trying to leave Talk talk

fr8ys — Tue, 09 Jul 2024 17:21:02 GMT

@Bienchen if you have an issue you wish addressed, please start your own thread.

You do realise that Shell was the TalkTalk network and infrastructure, just branded Shell?

Re: Moved from Shell, trying to leave Talk talk

Nita50 — Tue, 09 Jul 2024 19:53:53 GMT

Hi, i totally agree with you & I'm disgusted. I'm so glad I seen your question. My 74 Yr old mom has been scammed. Yes scammed. I set up shell account because of price been affordable. She has paid on time, never missing a payment. How dare they force her to pay such a big increase with out negotiation & agreement.

If contracts are still viable then so should be the price agreed on signing contract. As she has not broke the contract. They have !!!

As for fr8ys. No my mom was not told she could leave as in contract,

however she was NOT told about £11 increase either. This called stealing, scammed, ripping off vunerable elderly people, fraud. Take your pick, as I say all of above..

As what they are doing now is not stated in the term & conditions.

Re: Moved from Shell, trying to leave Talk talk

Gliwmaeden2 — Tue, 09 Jul 2024 20:22:43 GMT

@Nita50, on this forum, if you need support, please start your own thread.

It's really best if your mum posts in her own right. Staff then respond on the new thread. It can cause confusion when too many people jump on the same thread with "me too" comments, and the issue itself gets more prominence if individuals start their own thread and follow up on that one.

To start a topic, you return to the message board and click start a topic.

It would help if she then explained what her original cost was with Shell and how it differs with Talktalk, as we cannot understand the what, why or wherefore without more detail.

All breakdowns of bills are itemised in My Account, so this should be clear for the customer.

It's also helpful to complete your community forum profile details so that staff can identify the account in question.

Again, better that your mum does this for herself and joins the community in her own right.

Personal Information details must never be posted in the public thread. You put them in the profile area of the forum, which only you and Talktalk staff can access.

Re: Moved from Shell, trying to leave Talk talk

fr8ys — Wed, 10 Jul 2024 16:31:27 GMT

@Nita50 I have no knowledge of your Mum, so have absolutely no idea why you referenced me.

Please follow the advice offered by @Gliwmaeden2 if support is needed.

Re: Moved from Shell, trying to leave Talk talk

Iamablob — Thu, 11 Jul 2024 12:34:33 GMT

Yes i have, all i did was ring talktalk gave them my details and asked them what deals they had available for me to stay as i am not in a contract with them. Five mins later they gave me a good deal so i am in contract with them for two yrs. Ring back and try again, the lady i spoke to was lovely

Re: Moved from Shell, trying to leave Talk talk

Pammyflockhart — Sun, 14 Jul 2024 18:56:55 GMT

Yes so not happy I was with talk talk previously and not happy with the service so paid to get out of my contract. So I saw shell and had good coverage for my area now I'm with talk talk I'm now back to bad coverage