topic Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk in Billing

Unable to acess my bills after migrating from Shell Energy to TalkTalk

mattmads — Sat, 12 Oct 2024 13:35:33 GMT

We were migrated to TalkTalk from Shell Energy. When I access my account all it shows is the old account I had with TalkTalk from a number of years ago, and not the new account I have now (different account numbers, same email address used). Any suggestions!?

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

Gliwmaeden2 — Sat, 12 Oct 2024 13:45:30 GMT

Wait for staff to reach this after the weekend, @mattmads.

They'll be able to remove the old details. Then you will be able to register afresh.

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

Anonymous — Sat, 12 Oct 2024 14:08:14 GMT

@mattmads,

You need to register on My Account using the account number for your migrated Shell Energy account. You need to use a different email address to the one used for your previous TalkTalk account. Note that you can change the email address for your previous account via My Account. That way you can reuse the address you were using for your new account.

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

Gliwmaeden2 — Sat, 12 Oct 2024 18:37:18 GMT

@Anonymous, no, the previous information must be removed first. It's not just a matter of using a different email address with these cases.

Several customers have had this issue, specifically connected with the Shell migration AND being former customers with Talktalk, so this issue is best left for staff attention before @mattmads tries anything else.

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

Anonymous — Sat, 12 Oct 2024 20:51:21 GMT

@Gliwmaeden2,

I am speaking from experience.

I have an account from when I was previously with TalkTalk.

When I was migrated from Shell Energy Broadband, all I had to do to register on My Account was use a different email address to that for the other account. It does not even need to be the same email address as that for the Shell Energy account that TalkTalk would have used for communication during migration.

I can access both of the accounts in My Account, i.e. there was need to delete the earlier one.

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

Gliwmaeden2 — Sat, 12 Oct 2024 21:07:25 GMT

Please leave this for a staff response, @Anonymous, as it needs clarification in the light of what was previously advised.

Not all customers wish to change which email address they use, after all.

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

ferguson — Sat, 12 Oct 2024 21:22:25 GMT

@mattmads

I think the issue may be that if you were a previous TalkTalk customer then you cannot use the same email address if you ever rejoin, whether by choice, or migration as in this case.

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

Gliwmaeden2 — Sun, 13 Oct 2024 12:43:35 GMT

@mattmads, please look out for a reply from staff during the week. Till then, this thread is closed to further posts.

Re: Unable to acess my bills after migrating from Shell Energy to TalkTalk

Ady-TalkTalk — Mon, 14 Oct 2024 13:22:01 GMT

Hi mattmads, you need to call in on 0345 172 0088 and ask to speak to the shell migrations team. They can help you get this sorted. Only the shell migrations team are able to sort this.

Ady