topic Re: Migrated from Shell in Billing

Migrated from Shell

peterwexshell — Fri, 16 Aug 2024 15:38:16 GMT

Previous bill from Shell £26.49 22nd July, email from TalkTalk new bill £37.10 due 23rd Aug. I have no extra services. How come the big price rise? No change in billing date. Tried looking at online account, all I get is loading.........

Hopefully someone can explain

Re: Migrated from Shell

ferguson — Fri, 16 Aug 2024 15:57:29 GMT

There maybe a period when you have been billed since switchover and you will get a correcting credit on your next bill. And My Account has been flaky recently, which doesn't help. The support team here can check and advise for you, but bear in mind that they won't be back online until Monday.

Re: Migrated from Shell

Arne-TalkTalk — Tue, 20 Aug 2024 10:19:30 GMT

Hi peterwexshell

Can you try a different browser or device to view the bill, the increase this month is the pro rata charge from the day the service went live with us , upto the first billing date (£18.30) you next bill will be the amount of 26.49 as agreed.

Sorry for any confusion.

Re: Migrated from Shell

peterwexshell — Tue, 20 Aug 2024 16:18:47 GMT

I managed to get the bill eventually, Talktalk using a lot of tracking Pi hole was blocking.

I still don't understand the price increase, I assume a change in billing date? I hope next months bill will be lower......?

Re: Migrated from Shell

Gliwmaeden2 — Tue, 20 Aug 2024 17:19:21 GMT

Billing dates don't coincide with joining / switch dates, @peterwexshell, so there's always more on the first bill to account for the days UP TO the billing date as well as the month ahead. Henceforth it will be just the month ahead.

If you think you already paid Shell for some of these days, speak to the Shell migration team on 03451 720088, in case there was an overlap.

It won't be possible to change the current bill. Any corrections will be detailed in the NEXT one.

Re: Migrated from Shell

Alecmills — Wed, 21 Aug 2024 06:35:47 GMT

Thanks for all the explainations, I was also confused about my mother's broadband bill, as I am staying with her temporarily, I thought her new contract was 25.99 per month, but it said 28.61 per month taken in advance, and another payment of I think 12 pounds, taking the bill to 40 pounds this month due on the 23rd. I will call the shell energy migration as advised, just to check what is going on, but the bill she received is for Full Fibre 150 which we were told by shell we could not get at this address, and only had Full fibre 100 at her previous address, think it was for 67mpbs broadband with an average speed of 19-45 mbps on the line (phone line/adsl, as openreach have not rolled out FTTP at this address yet). Again, if this needs to be moved, please do so, and accept my apologies.

Re: Migrated from Shell

Gliwmaeden2 — Wed, 21 Aug 2024 07:20:05 GMT

@Alecmills, I have copied the above into your reply on your own thread. Please only follow up there:

https://community.talktalk.co.uk/t5/Billing/Problem-accessing-account-after-migrating-from-Shell/td-p/3058245#M333464

Re: Migrated from Shell

Arne-TalkTalk — Wed, 21 Aug 2024 08:39:14 GMT

@peterwexshell next months bill will be at the agreed price.

Re: Migrated from Shell

Alecmills — Tue, 29 Oct 2024 10:20:34 GMT

@ferguson I have updated the profile details after a bit of absence, if a billing issue is not resolved, is it still fine to post in here? I have sent off for power of attorney, but for some reason cannot create an account for this community with my own personal e-mail?

Warm Regards,

Alexander.

Re: Migrated from Shell

Gliwmaeden2 — Tue, 29 Oct 2024 15:37:04 GMT

@Alecmills, please don't post on this thread - it was never your topic, and you will simply cause confusion for everyone!

Your own thread is here:

https://community.talktalk.co.uk/t5/Billing/Problem-accessing-account-after-migrating-from-Shell/td-p/3058245#M335085

Re: Migrated from Shell

Arne-TalkTalk — Wed, 30 Oct 2024 10:04:35 GMT

@Alecmills have you changed your user name on the community from Markmelass ?