topic Re: Shell Energy FTTP customer not getting Full Fibre 150....still....months late in Full Fibre

Shell Energy FTTP customer not getting Full Fibre 150....still....months late

Powderhound — Thu, 31 Oct 2024 11:20:59 GMT

Hi - My welcome email (2nd August 2024) informed me that I HAD been moved to Full Fibre 150. But it is now months ago when this happened and I am still only getting the same as I had with Shell Energy. I bumped into an OpenReach engineer in the road outside and I ask him if this change was something that he could do...No it was easily done by TT by altering my profile. So - please can I have the speed that I was told that I should be getting...can somebody in TT please correct my profile? Perhaps I misunderstand the complexities, but TT needs to deliver on its commitments, or come renewal time I will have no faith in staying with you. Thanks to advise.

Re: Shell Energy FTTP customer not getting Full Fibre 150....still....months late

Karl-TalkTalk — Thu, 31 Oct 2024 11:28:25 GMT

We've sent you a PM with some info.

Thanks

Karl.

Re: Shell Energy FTTP customer not getting Full Fibre 150....still....months late

Powderhound — Fri, 01 Nov 2024 11:27:03 GMT

Thanks Karl - but after another two hours in the online chat yesterday, I am still getting nowhere with the Shell FTTP team. Yesterday, after bouncing around chatting with the wrong people I end up at the right team who told me that 'their systems were down and could I come back in 2-3 hours'...The then offered to connect me with the customer satisfaction team and I was waiting for a further hour for someone to pick up the chat session...they never did. My issue is simple...the Shell 100Mb package was 'converted' to a TT Full Fibre 150Mb on the 2/8/24. Great! Thank you! Alas it was NOT. The promise made by TT has not been met. Three months past the 'conversion' I am still 30% below the commitment. My monthly fee is already above what TT would charge for a new FF150Mb connection! Surely someone needs to go into my profile and correct the speeds. Can it be so difficult? It genuinely feels like Shell Energy customers (who had no choice about joining TT) are not being respected at all. My renewal is in April 25. I want to stay with TT, but this is making it incredibly difficult to justify.

Re: Shell Energy FTTP customer not getting Full Fibre 150....still....months late

Karl-TalkTalk — Fri, 01 Nov 2024 11:47:29 GMT

I've reached out to the Migrations Team requesting they contact you directly.

Thanks

Karl.