topic Re: Former Shell Broadband customer, not getting speed due under contract in Fibre

Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Sat, 28 Jun 2025 16:12:42 GMT

I am a former Shell Broadband customer who was offered a new contract by TalkTalk in January, and I signed up to (and paid for) 150Mbps. I have continued to get a maximum of 108Mbps every day since then, and there appears to be a "choke" on my speed. Have any other former Shell customers got this problem?

Re: Former Shell Broadband customer, not getting speed due under contract

Gliwmaeden2 — Sat, 28 Jun 2025 16:19:53 GMT

@ChrisinDevon, speeds are "up to", so check what your contract documents give as the minimum guaranteed for your particular line [not the industry average].

You can also check the current speeds against the past week's daily average and minimum guaranteed speed in My Connection [via Service Status Dashboard].

Re: Former Shell Broadband customer, not getting speed due under contract

ferguson — Sat, 28 Jun 2025 16:40:35 GMT

What is your service called, exactly?

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Sat, 28 Jun 2025 17:51:52 GMT

It was all very fraught, and I spent hours on the chat line a few days after the new contract came into force. The moment they heard I was a former Shell customer, they metaphorically threw their arms in the air and apologised profusely - what for I have yet to find out.! I asked for an estimate of when I could get the agreed speed, and they simply said "can't tell you......

The official speed is always 108Mbps whatever way I check it - on their site, by my Eero, by other speed checker sites.

My contract is a mess as regards speed - this is an extract:

10. Broadband speeds: You can look forward to an estimated download speed between Unknown Mbps and
Unknown Mbps with a minimum guaranteed speed of Unknown Mbps, a maximum speed of Unknown
Mbps and upload speed of Unknown Mbps.
Package Advertised speed
Fibre 35 38 mb/s
Fibre 65 67 mb/s
Fibre 150 145 mb/s
Full Fibre 65 77 mb/s
Full Fibre 150 152 mb/s
Full Fibre 500 525 mb/s
Full Fibre 900 944 mb/s
If our estimates are below our minimum requirements, we won't be able to provide the broadband, fibre or full
fibre service to you. We'll try to ensure you get the estimated speeds; however, we can't guarantee this. It may
take up to two weeks from installation for your speeds to stabilise. If, after this period, you're regularly getting
significantly lower download speeds, please contact us so we can try to help improve your speed. If after 30
days following your reporting of the problem to us, your download speed still regularly falls below the minimum
guaranteed download speed, you may cancel the service without penalty.

I had assumed (mistakenly, obviously) that they wre going to sort it all out in due course, but I have never plucked up the courage to face the chat line again, having spent about four hours on it that day. That is why I am interested to know if any others have had similar treatment

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Sat, 28 Jun 2025 17:52:25 GMT

TalkTalk Fibre 150 Data Only

Re: Former Shell Broadband customer, not getting speed due under contract

Gliwmaeden2 — Sat, 28 Jun 2025 18:20:29 GMT

@ChrisinDevon, staff will need to take a look at that!

They are not on here before Monday.

For all ex Shell customers, there seems to be a requirement to keep using the Shell Migration team, no matter what.....

So, if you try Chat during the day on Sunday, ask to speak to them.

If that fails, it's the Full Fibre team that you need to ask for.

Phone lines don't offer support for this on Sundays, so it would need to be Chat, or wait for forum staff to pick this up after the weekend.

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Sat, 28 Jun 2025 19:00:33 GMT

Many thanks for the information. I will wait until next week, no desperate hurry as its been the same for the last six months.....

Re: Former Shell Broadband customer, not getting speed due under contract

nomfezeko-TT — Mon, 30 Jun 2025 07:23:37 GMT

Hi there @ChrisinDevon , thank you for reaching out to us, we are so sorry you are contacting us about a problem with your services. Please let us know if you still have issues so we can get you help.

-Fez.

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Mon, 30 Jun 2025 11:25:31 GMT

Hi, unfortunately it has been an issue since Day 1, but I have been sitting tight hoping it would be sorted. My item above describes it; eseentially I signed up to 150Mbps, and every day since I have received a maximum of 108 precisely. I really want to know when I am going to get (somewhere near?) what I am paying for. If there is some kind of intractable problem, why was I persuaded to stay with TalkTalk?

Any help you can give would be very much appreciated, thanks

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Tue, 01 Jul 2025 16:05:51 GMT

Hi,

Do you have any information yet, please, about what is happeneing to my broadband? Many thanks, Chris

Re: Former Shell Broadband customer, not getting speed due under contract

nomfezeko-TT — Tue, 01 Jul 2025 16:16:02 GMT

Hi there @ChrisinDevon, we are so sorry you are having issues on your end. To check, just to make sure I comprehend, you are experiencing issues with the speeds as you are not getting the speeds you signed up for, is that correct? Do you also experience dropping connections or you have only noticed less speeds?

-Fez.

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Tue, 01 Jul 2025 16:23:42 GMT

Hi, yes, it is simply that we have never, ever got within 3/4 of the speed (150Mbps) we signed up to over six months ago; there seems to be an absolute ceiling of 108Mbps on our line which we reach every single day. There have been no material problems with dropping out etc. just the odd time for a minute or so, but nothing major. Thank you.

Re: Former Shell Broadband customer, not getting speed due under contract

nomfezeko-TT — Tue, 01 Jul 2025 16:39:49 GMT

Thank you for reaching out to us regarding your internet speed concerns. We understand how important a reliable connection is, we acknowledge that you have consistently experienced speeds around 108 Mbps, which is below the 150 Mbps you signed up for. While occasional drops in service can happen, we want to ensure that you receive the speeds you are entitled to. @KeithFrench, could you please step in for support if you can?

-Fez.

Re: Former Shell Broadband customer, not getting speed due under contract

KeithFrench — Tue, 01 Jul 2025 20:52:00 GMT

Hi @ChrisinDevon

@nomfezeko-TT has asked me to help you. What make/model of router were you supplied with?

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Tue, 01 Jul 2025 21:04:00 GMT

Hi Keith,

Its an Eero 6

Re: Former Shell Broadband customer, not getting speed due under contract

KeithFrench — Tue, 01 Jul 2025 21:09:14 GMT

OK, thank you. If you go into the eero app & tap on Internet from the Home tab, it will tell you the speed coming in from the fibre, what speeds is it recording?

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Tue, 01 Jul 2025 21:12:36 GMT

Download 108, Upload 21 (both the same as day 1)

Re: Former Shell Broadband customer, not getting speed due under contract

KeithFrench — Tue, 01 Jul 2025 21:17:31 GMT

The fibre is the problem, then.

Apologies if you have already tried this, but does turning the ONT off for 30 mins help? If not, I am not sure if you need to speak to the Shell migration team or if you are a fully fledged TT customer now, then call the Full Fibre Helpdesk on 0345 172 0074. Opening hours are Monday -Friday 08:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.

Re: Former Shell Broadband customer, not getting speed due under contract

ChrisinDevon — Tue, 01 Jul 2025 21:25:40 GMT

Many thanks, Keith, for your thoughts. I have not tried the 30 minute switch-off, but will have a go tomorrow.

If unsuccesful I wil have a go with TT themselves. It seems that the moment I mention ex-Shell Broadband, everybody holds their nose as if I smell, so I shall be interested to see what the response is! Regards, Chris

Re: Former Shell Broadband customer, not getting speed due under contract

KeithFrench — Tue, 01 Jul 2025 21:28:15 GMT

Let me know how it goes. I know that there is work underway to bring ex-Shell customers under the TT umbrella, but I have no idea of timescales.