topic Re: Problem accessing account after migrating from Shell in Billing

Problem accessing account after migrating from Shell

Alecmills — Tue, 20 Aug 2024 16:53:21 GMT

think got the same problem as my mother had fibre 35 previously with talk talk, if this reply is not permitted here, please delete or move accordingly, and apologies in advance

Re: Problem accessing account after migrating from Shell

Gliwmaeden2 — Tue, 20 Aug 2024 16:55:38 GMT

@Alecmills, if you were previously with Talktalk, before Shell, and now back at Talktalk, yes the old details need to be removed before you can register My Account.

Staff can do this for you in the next day or two.

Re: Problem accessing account after migrating from Shell

Alecmills — Wed, 21 Aug 2024 07:15:24 GMT

thanks for all the help @Gliwmaeden2 , think I remember you and debbie from these forums previously. 😁

[Edit by Gliwmaeden2]:

Copied over from other thread:

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: Problem accessing account after migrating from Shell

Gliwmaeden2 — Wed, 21 Aug 2024 07:00:46 GMT

Please only follow up on here, @Alecmills.

I have copied over and pasted what you posted elsewhere. It's particularly complicated by the fact that this is your mother's account, NOT your own.

Re: Problem accessing account after migrating from Shell

Gliwmaeden2 — Wed, 21 Aug 2024 07:11:15 GMT

@Alecmills, have you still got to set up My Account for her?

Please make it clear in your own profile which details need removing.

In Personal Information, your own account number should show.

At the end of that section, in Private Notes, add your mother's details and TALKTALK phone number. SAVE CHANGES.

The only reason that it's called Fibre150 is that they are giving ex Shell customers the nearest named package that will fit, because they haven't got one named Fibre100 on their systems.

There will be a part month showing this time from the date of the switch to the start of the bill.

You need to check what the £12.00 is for - it may be a discounted Anytime Calls UK boost. You need to check that this has been applied appropriately for a switched customer, so do speak to the Shell migration team about whether that's correct or whether it should have simply been inclusive in her usual price to match the Shell deal.

Re: Problem accessing account after migrating from Shell

Alecmills — Wed, 21 Aug 2024 07:25:13 GMT

understood, trying to resolve it, and the details, just proving complicated, also shell said we would only get a maximum of 45mbps and so the account name is causing confusion, but will maintain silence on here for today, thanks again, will call or live chat.

Re: Problem accessing account after migrating from Shell

Arne-TalkTalk — Wed, 21 Aug 2024 10:19:34 GMT

@Alecmills can you ask your mum to try to register for My Account www.talktalk.co.uk/login/, the bill will explain the extra cost on the 1st bill since switchover from shell.

Re: Problem accessing account after migrating from Shell

Alecmills — Thu, 22 Aug 2024 09:15:32 GMT

thank you anne, will try to sort it

Re: Problem accessing account after migrating from Shell

Alecmills — Thu, 22 Aug 2024 09:22:13 GMT

thanks for your help, if need be, can send a PM, tried to update private notes as best I can.

Re: Problem accessing account after migrating from Shell

Alecmills — Thu, 22 Aug 2024 09:23:27 GMT

thanks, it logs in, but to the old account, which I will screenshot now.

Re: Problem accessing account after migrating from Shell

Gliwmaeden2 — Thu, 22 Aug 2024 09:43:55 GMT

Wait for staff to ask you to send by PM, @Alecmills, as it can otherwise get overlooked.

Don't post the screenshot of the account in the thread.

It should be enough to have put your mother's details in Private Notes, and saved information there.

Staff will let you know when they have cleared out the old record.

Re: Problem accessing account after migrating from Shell

Arne-TalkTalk — Thu, 22 Aug 2024 10:13:58 GMT

Hi @Alecmills

I cant find the old account, and the new account is not registered,

Can you PM me the old account number please.

Thank you.

*** EDIT ** found it now , can you register the new account ive removed the old details

Re: Problem accessing account after migrating from Shell

Alecmills — Tue, 29 Oct 2024 10:09:44 GMT

Hi again,

Have managed to find some further info and updated the settings as you asked. If you require to know anything further please send me a PM. If I should not reply, please let me know where as I think there is still one outstanding billing issue with Shell. I have also posted off details for power of attorney to the TT office in salford.

thanks,

Alex

Re: Problem accessing account after migrating from Shell

Arne-TalkTalk — Tue, 29 Oct 2024 10:44:38 GMT

Hi markmelass

Any Shell billing issue can be handled by the Shell migration team.

Call and asked to be transferred.

Re: Problem accessing account after migrating from Shell

Gliwmaeden2 — Tue, 29 Oct 2024 15:45:50 GMT

@Arne-TalkTalk, does the reply to Markmelass actually apply to @Alecmills .... it's the latter's thread?

Re: Problem accessing account after migrating from Shell

Arne-TalkTalk — Wed, 30 Oct 2024 07:54:30 GMT

The thread I see in the workflow tool here was started by RichZ, that was resolved , then markmeless jumped in, I dont see any posts from Alecmills in this conversation. Look like the workflow tool has gone a bit mad.

Re: Problem accessing account after migrating from Shell

Gliwmaeden2 — Wed, 30 Oct 2024 12:45:09 GMT

Gosh, that's totally weird!

Spooked workflow....nearly Halloween....

The OP on here going back to August was @Alecmills.

Re: Problem accessing account after migrating from Shell

Arne-TalkTalk — Wed, 30 Oct 2024 13:37:42 GMT

They appear to be the same user who has changed his username to Alecmills recently , workflow does not update it but community does