topic Awful Customer Service (Shell Migration, from 200 to Fibre 500) in Full Fibre

Awful Customer Service (Shell Migration, from 200 to Fibre 500)

noaccountability — Tue, 01 Oct 2024 22:46:56 GMT

Got moved across from Shell, Was told I'd be moved from a 200 to a 500 package at no extra cost,because TalkTalk don't have a 200 package. Got an email to say the speed bump has been delayed and won't be in place until September. Waited, nothing happened. Called in the beginning to September, to check, had to speak to a number of people before being told it will take more time and there would be comms soon.

Waited again till the end of the month, no comms. Called multiple times got moved from team to team, you need the migration team, you need the technical team, you need the Full Fibre team, You need the voice team. Just goes round in circles, most of them tell me they can’t access all the detail on my account.

Even got dropped by the bot, said haven’t heard from you so this conversation will be saved, I replied and gave information, a few minutes later said due to no response this conversation is closed.

My account shows I’m on the 500 package but I get less than 200, same as it was with Shell.

Today someone from the technical team tried to tell me that I get 200 because that’s what I was on with Shell, TalkTalk just changed the name but I’m not supposed to get the extra speed, had to read out the email I received that states I will get the extra speed at no extra cost to me. No one at TalkTalk seems to know what they’re talking about, the irony!

It’s like they are trying to run the company into the ground on purpose, Everyone has apologised but fixed nothing. Feels like I pay them to apologise to me rather than provide broadband.

Waiting for another callback from a manager now, will get out when I can but think twice. Seems to to work fine unless something is wrong and you need to deal with them to fix something.

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

KeithFrench — Wed, 02 Oct 2024 08:58:23 GMT

The forum cannot currently deal with Shell customer problems. However, I will try & give you some generic technical help:-

Are you using a Shell router or a TalkTalk one?
Can you connect a wired (Ethernet) device to the ONT in place of the router and do a speed test from there? What speeds do you get? This will prove the speed at which the fibre is delivered to your property.

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

noaccountability — Wed, 02 Oct 2024 10:33:24 GMT

Hello Keith,

Thanks for the reply.

Same speed direct from the ONT box.

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

KeithFrench — Wed, 02 Oct 2024 10:36:46 GMT

Hi @noaccountability

Alas then, the only people who can help you are the migration team. I have checked with the TalkTalk support team on this forum and they do not yet have any diagnostic access to ex-Shell customers.

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

Cobble123 — Wed, 02 Oct 2024 15:43:49 GMT

We are not Shell customers. We are TalkTalk customers. In fact TalkTalk are actively trying to get me to renew my current TalkTalk package at nearly £50 per month, a price roughly 30% higher than virtually every other Broadband supplier.

Anyway, I’ve also been awaiting the upgrade to the 500mb speed as promised to us months ago. I’ve pretty much conceded that it isn’t likely to happen. A good job I can give my months notice at the start of next month.

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

Gliwmaeden2 — Wed, 02 Oct 2024 16:53:57 GMT

If you need support, please start your own thread, @Cobble123.

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

ken0062 — Wed, 09 Oct 2024 13:58:20 GMT

I am in exactly the same situation as you, it appears no one is able to give a straight answer on this issue

see :- https://community.talktalk.co.uk/t5/Full-Fibre/Missing-promised-speed-upgrade-after-migration-from-shell/m-p/3069522#M31808

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

KeithFrench — Wed, 09 Oct 2024 14:01:19 GMT

Hi @ken0062

If you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

ken0062 — Fri, 08 Nov 2024 20:40:52 GMT

Mine has just upgraded from 200Mbps to 500Mbps just after the first billing from Talktalk so looks like your upgrade will eventually occur

Re: Awful Customer Service (Shell Migration, from 200 to Fibre 500)

Anonymous — Mon, 11 Nov 2024 06:57:01 GMT

Thanks for the update.

Michelle