topic Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro... in Billing

moving to sky, why leaving charge when with Shell, and why do you want me to return Shells router?

khazars670 — Tue, 06 Jan 2026 15:41:33 GMT

Hi,

I received an e-mail from Sanelisiwe Ntuli , "Your TalkTalk team" about me leaving for sky with only two days left until the deal expires on 18th January, he states that breaking contract charge is £0.71.

However, I was with Shell energy's broadband as explained below.

I can return the broadband items, but they do no belong to you!

They are the property of Shell energy who I signed up to for their broadband.

However, they sold it off to TalkTalk as far as I am aware.

So, do you still wish to have Shell's router etc returned?

I am posting this here as the e-mail states no returns "this e-mail is not monitored" , funny that, they send an e-mail but you can't respond to it, very dictatorial this is?

Regards

Niall

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells route

Billx — Tue, 06 Jan 2026 15:53:12 GMT

Yes, @khazars670

"I am posting this here as the e-mail states no returns "this e-mail is not monitored" , funny that, they send an e-mail but you can't respond to it"

I fully agree.

But it seems all the pther ISPS, are doing the same thing.

I have yet to find one, that will accept a response ro their original email.

After all, emails are e-letters

When we used to receive a letter, we used to respond to it.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells route

ferguson — Tue, 06 Jan 2026 16:08:43 GMT

@khazars670

I have moved this to the Billing section for you. If you would like the support team to look into it make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

amahle-TT — Tue, 06 Jan 2026 16:26:08 GMT

Hi there @khazars670, please do let us know when you are done, thanks.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

khazars670 — Tue, 06 Jan 2026 16:54:44 GMT

Done what?

Can anyone answer my queries?

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

amahle-TT — Tue, 06 Jan 2026 16:57:25 GMT

Thank you for confirming, I will be able to gain access to your account and look into this for you.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

amahle-TT — Tue, 06 Jan 2026 17:00:13 GMT

I have checked on your account and it does not show which router you have, but If you have a shell sagemcom F5359 router you will need to return the equipment if you have any other router there is no need to return it.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

khazars670 — Tue, 06 Jan 2026 17:03:36 GMT

Yes, it's a Shell Sagemcom!

Return it to Shell or TalkTalk? Do you want the Cat 5 cable, phone cable, plug for router and the dsl splitter box as well?

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

khazars670 — Tue, 06 Jan 2026 17:08:24 GMT

And what about this charge of £0.71, when I was not even a TalkTalk customer?

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

amahle-TT — Tue, 06 Jan 2026 17:27:37 GMT

You return it to Talk Talk , kindly confirm your address in private so we can be able to send returns bag if you require one, thanks.

All equipment that was provided with the router.

We will look into this for you and get back to you

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

khazars670 — Tue, 06 Jan 2026 17:29:05 GMT

Ok, you already know my address!

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

amahle-TT — Tue, 06 Jan 2026 17:32:05 GMT

Please confirm it in private, thanks.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

khazars670 — Tue, 06 Jan 2026 17:32:39 GMT

how do I do that?

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

Gliwmaeden2 — Tue, 06 Jan 2026 18:06:40 GMT

@khazars670, staff should be able to work it out from the information in your community profile, but sometimes ask again, as it can be that people moving house need a returns bag sent to a different address etc.

To clarify: send a private message by clicking on a staff member's name, and you'll be taken to where you can send a PM.

Also: when in your profile area, please remove the displayed account number from your signature. It counts as 'personal information" and should not be visible in the posted thread.

Regarding Shell / Talktalk, all TS&CS are transferred across when customers are migrated; the end of contract date remains the same as you had before; if you are more than a month from the end of the contract, there's going to be an early termination fee due.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

khazars670 — Tue, 06 Jan 2026 18:17:44 GMT

Is the returns bag they send out prepaid?

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

ferguson — Tue, 06 Jan 2026 18:21:25 GMT

Yes.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

khazars670 — Tue, 06 Jan 2026 18:27:15 GMT

Cheers Gliwmaeden2, but I will be two days from the end of the contract when I leave, they are so petty! lol

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

Philile-TT — Wed, 07 Jan 2026 07:07:13 GMT

@khazars670 please send a private message confirming your address or you can update it on your private notes.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells route

Gliwmaeden2 — Wed, 07 Jan 2026 08:45:49 GMT

@khazars670, you'll find the Private Notes section if you scroll down through the Personal Information area in your community forum profile.

Remember to SAVE CHANGES when done.

Re: moving to sky, why leaving charge when with Shell, and why do you want me to return Shells ro...

amahle-TT — Wed, 07 Jan 2026 08:53:39 GMT

Thank you @Gliwmaeden2