topic Re: Shell to Talk Talk now no internet! in Fibre

Shell to Talk Talk now no internet!

PennyFarthing6 — Wed, 23 Oct 2024 19:05:56 GMT

I organise and sort my mum and dad’s internet both are elderly and my mum is disabled. Ordered a new free router but although Royal Mail say it has been delivered it hasn’t. Not sure why their internet is not working weren’t told this would happen either! Any help appreciated. Thanks.

Re: Shell to Talk Talk now no internet!

fr8ys — Wed, 23 Oct 2024 19:30:38 GMT

It should be no different. Shell used the TalkTalk network and infrastructure. All that gas occurred is that TalkTalk now also handle the account.

There is a transition team for Shell customers and you may be asked to contact them for help by support staff here

Why did you need a new router? Was the internet working previously? If so does it work if you plug the Shell router back in?

Staff can advise on the correct people to contact tomorrow but if you can try the old router please do do and let us know how you get on.

Re: Shell to Talk Talk now no internet!

PennyFarthing6 — Wed, 23 Oct 2024 20:24:49 GMT

Hi, thanks for your response. We didn’t think we needed a router but because they didn’t have the internet when I logged into the new account it suggested the router so I ordered. I’ve turned the router off and on numerous times and it still wasn’t working. They had internet yesterday but now it has gone again. Internet was working with no issues previous to last week. So at a loss really why it is happening. Will call tomorrow as may need engineer.

Re: Shell to Talk Talk now no internet!

fr8ys — Wed, 23 Oct 2024 20:30:13 GMT

Wait and see what the support staff here say first.

If you need to phone they will give you a phone number for the dedicated Shell team. This will save you being passed between departments

Re: Shell to Talk Talk now no internet!

Anonymous — Thu, 24 Oct 2024 06:00:44 GMT

Hello,

I'm really sorry to hear this. Please can you add the account holders name and account number in your Community Profile and also your name and I can escalate this for you. Please do not post any personal information on the Community.

Thanks

Michelle

Re: Shell to Talk Talk now no internet!

PennyFarthing6 — Thu, 24 Oct 2024 17:15:58 GMT

Hi Michelle, sorry I don’t know where or how to do that. My account number already shows up when I login.

Re: Shell to Talk Talk now no internet!

PennyFarthing6 — Thu, 24 Oct 2024 17:20:46 GMT

Hi, currently my mum and dad do have wifi. So looks like it will go down and or slow on occasions, not ideal so I will see how it goes for the year then try someone else if it continues. The thing is I am not there all the time and working full time it is hard for me to sort out. My mum is physically disabled and my dad is deaf. So I need instant results and talk to me as relying on forums just takes too long. Thanks for all of your advice so far though. Thanks x

Re: Shell to Talk Talk now no internet!

ferguson — Thu, 24 Oct 2024 17:53:07 GMT

To add the details Michelle asked for click here.

Scroll down to where it says Private notes and then add the account holder's full name, address and TalkTalk phone number.

Re: Shell to Talk Talk now no internet!

PennyFarthing6 — Thu, 24 Oct 2024 18:56:34 GMT

Thank you ferguson

Re: Shell to Talk Talk now no internet!

ferguson — Thu, 24 Oct 2024 19:05:22 GMT

No worries, they can advise further when they are back online in the morning.

Re: Shell to Talk Talk now no internet!

Anonymous — Fri, 25 Oct 2024 05:32:47 GMT

Morning,

Thank you. I've escalated this now and have asked that you are contacted ASAP.

Thanks

Michelle

Re: Shell to Talk Talk now no internet!

PennyFarthing6 — Fri, 25 Oct 2024 08:14:55 GMT

Hi Michelle,

My mum contacted me to say the router has arrived.

Re: Shell to Talk Talk now no internet!

Anonymous — Fri, 25 Oct 2024 08:16:57 GMT

Hello,

Thanks for confirming. Is everything also ok with the connection?

Michelle

Re: Shell to Talk Talk now no internet!

PennyFarthing6 — Sat, 26 Oct 2024 12:30:04 GMT

Hi, Michelle, new router set up but still amber flashing for at least 30 mins. The Wi-Fi has to be in the hallway as they only have one telephone socket and on a telephone table. Checking to get the best speeds better to have in the lounge and high up but not possible. No Wi-Fi having to use 4G. Any ideas?

Re: Shell to Talk Talk now no internet!

Anonymous — Mon, 28 Oct 2024 07:42:10 GMT

Good morning,

I'm sorry to hear this. I've re-escalated this and have asked that your parents are contacted ASAP to resolve this for them.

Michelle

Re: Shell to Talk Talk now no internet!

PennyFarthing6 — Mon, 28 Oct 2024 17:30:11 GMT

hi Michelle,

Engineer came today and sorted it out there was a fault with their telephone line. They are now up and running with Wi-Fi and internet.

Thank you for your help and advice, much appreciated x

Re: Shell to Talk Talk now no internet!

ferguson — Mon, 28 Oct 2024 18:12:59 GMT

That's great, thanks for letting us know. 🙂

Re: Shell to Talk Talk now no internet!

Anonymous — Tue, 29 Oct 2024 06:43:06 GMT

Morning,

I'm really glad to hear this and thanks for letting me know 🙂

Thanks

Michelle