Moved from Shell, trying to leave Talk talk

[FredBloggs7]

Has anyone just been transferred to Talk Talk from Shell/Octopus?  I was told by Shell that I could leave Talk Talk once we were moved over, with no financial penalty, although my contract doesn’t expire until 2026.  Spent 2 hours online with Talk Talk yesterday and they won’t budge.  Want to charge me £229 to leave.  

Is anyone in in the same position?  I’m going to take this to CISAS, as I don’t want to stay with Talk Talk - too many awful reviews.

[Arne-TalkTalk]

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[FredBloggs7]

I'd happily send it,but I have no idea how to do this.  If you can tell me how to either forward an email by PM (whatever that is), or post a photo on here, I'll send it.

Thank you.

[Arne-TalkTalk]

Hi FredBloggs7

My understanding was that the contract start and end date is carried over, can you PM me the email you have from Shell,  it will need to be raised. 

Thank you

[fr8ys]

Thanks for confirming.

I see you have an issue with your bill under another thread.

Unfortunately once produced it can't be changed but once sorted the refund will appear on your next bill.

Is there anything on the Shell website that mentions cancelling? If so perhaps you could post a link please. Thanks.

[FredBloggs7]

Many thanks for that.  I do have an e mail from Shell confirming I can leave Talk Talk with no penalties, but don’t know how to put it on here.  If I can get someone to help, I’ll post it.  I’m waiting to hear from Talk talk’s complaints team.  The problem with waiting to see how it goes is that I then definitely won’t be able to leave until my contract ends in 2026 because by saying nothing I’ll have accepted the transfer to Talk Talk.

I did read Martin Lewis’ article, hence the 2 hours plus online yesterday, trying to sort things out.

Can anyone confirm that phoning Talk Talk from a landline they provide is free?

Thanks a lot.

[fr8ys]

There's an article on MSE site here

https://www.moneysavingexpert.com/news/2024/02/shell-energy-broadband-sold-talktalk/

It states that TalkTalk say you can't move without fees unless you are out of contract and to try complaing if you are unhappy, but your terms and conditions under contract are not changing, so looks like you are stuck.

You did realise that your broadband was actually being provided by TalkTalk under White Label provisions, so just rebranded as Shell?

I'm not an apologist for TalkTalk, just a customer, but their customer service is improving according to the latest figures, so unless you really are determined to move, why not stay and see how things go?

Any faults or problems can be raised here on the forum and whilst not in real time, staff here are probably the best for resolving issues.

As an aside do you have any documentary evidence from Shell /octopus that states you can leave once the transfer was completed?

If so the perhaps you can post it here, removing any personal details it may hold.

Thank you.

Ps Staff here cannot deal with any cancellations, only the loyalty team can buy phone, but they may be able to refer on for you if you provide documentary evidence to back up your thoughts.