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.

[fr8ys]

@Renlau 

Hi,
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.

I suggest if you have proof of what you are saying that you post this on your thread as indications from staff is that it is only billing that has been taken over for the duration of your remaining contract. 

If you leave early you incur a fee.
Thank you

[Renlau]

I was also assured of this via shell and talktalk are now attempting to charge me a cancellation fee despite me not entering a contract with them, did you have any luck with the honouring your right to leave?

[Gliwmaeden2]

@DJMarky, if you need support on the forum about this, please start your own thread.

Others who have posted here have been told that any duplication will indeed be refunded. 

Talktalk will have billed from the switch over date to the start of the billing cycle which will also cover the month ahead. 

There's a whole team of people dealing with the Shell accounts, and they are tidying up all the loose ends.

[fr8ys]

Hi @DJMarky 
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[DJMarky]

Hi..I transferred from Shell and Paid my last direct debit with them on 28th June this payment was an up front direct debit  for broadband in July but Talk Talk tried to charge me again for the  period of July. They said that the migration happend early in July I Tried to explain that i was paying twice for the same month but at first they would not admit it and told me that i didn't understand. After speaking to the persons manager they eventually came back and said i was right and they would take the July charge off. I anyone else is migrating from another supplier just make sure that your billing is correct

[Arne-TalkTalk]

HI Pammyflockhart

We have only taken over the billing of your service, we haven't made any physical changes to the line so your service will be unaffected.  

[AllyM]

@Pammyflockhart ,

I'm not sure what you mean by "coverage".

Shell used TalkTalk's network to provide your broadband and landline services so the only change in transferring to TalkTalk will be the billing.

As all others have been advised, start your own topic if you are having issues you want help with.

[Pammyflockhart]

Yes so not happy I was with talk talk previously and not happy with the service so paid to get out of my contract. So I saw shell and had good coverage for my area now I'm with talk talk I'm now back to bad coverage 

[Iamablob]

Yes i have, all i did was ring talktalk gave them my details and asked them what deals they had available for me to stay as i am not in a contract with them.  Five mins later they gave me a good deal so i am in contract with them for two yrs.  Ring back and try again, the lady i spoke to was lovely  

[fr8ys]

@Nita50 I have no knowledge of your Mum, so have absolutely no idea why you referenced me.

Please follow the advice offered by @Gliwmaeden2 if support is needed.

[Gliwmaeden2]

@Nita50, on this forum, if you need support, please start your own thread.

It's really best if your mum posts in her own right. Staff then respond on the new thread. It can cause confusion when too many people jump on the same thread with "me too" comments, and the issue itself gets more prominence if individuals start their own thread and follow up on that one.

To start a topic, you return to the message board and click start a topic. 

It would help if she then explained what her original cost was with Shell and how it differs with Talktalk, as we cannot understand the what, why or wherefore without more detail. 

All breakdowns of bills are itemised in My Account, so this should be clear for the customer. 

It's also helpful to complete your community forum profile details so that staff can identify the account in question. 

Again, better that your mum does this for herself and joins the community in her own right. 

Personal Information details must never be posted in the public thread. You put them in the profile area of the forum, which only you and Talktalk staff can access.

[Nita50]

Hi, i totally agree with you & I'm disgusted. I'm so glad I seen your question.  My 74 Yr old mom has been scammed. Yes scammed.  I set up shell account because of price been affordable. She has paid on time, never missing a payment.  How dare they force her to pay such a big increase with out negotiation & agreement.  

If contracts are still viable then so should be the price agreed on signing contract.  As she has not broke the contract. They have !!!  

As for fr8ys. No my mom was not told she could leave as in contract, 

however she was NOT told about £11 increase either.  This called stealing, scammed, ripping off vunerable elderly people, fraud. Take your pick, as I say all of above..

As what they are doing now is not stated in the term & conditions.  

[fr8ys]

@Bienchen if you have an issue you wish addressed, please start your own thread.

You do realise that Shell was the  TalkTalk network and infrastructure, just branded Shell?

[Bienchen]

I have the same issue. As customers we should be able to choose our service and not be transferred without being asked. I don't feel that my rights as customer are considered. 

[Arne-TalkTalk]

@Rexthedog4* Please try and register for My Account again, if there are any problems please start your own topic.  

Thank you.

[Gliwmaeden2]

@Rexthedog4*, please post your own topic in the billing section for staff to remove the old details from your My Account so that you can register afresh and see your current bills.

[Rexthedog4*]

I am of the same opinion. Shell sold us out. I have been with TalkTalk twice before and was relieved to move to Shell. We should have been given the chance to withdraw without penalties. Furthermore I am having great difficulty looking at my bill. Because I was a previous customer the site recognises me and says I was disconnected in 2022.

[Jocker]

Shell wasn't totally transparent either, in as much as you lose your discount on Shell petrol via Shell Go+, because you are no longer a Shell customer. It didn't say that in any of the documents I received. That benefit was worth about £36 a year to me, and I am not a heavy fuel user. Certainly it had some bearing on my choice of broadband supplier. So not a like-for-like transfer if you buy your fuel regularly from Shell.

[fr8ys]

@scully0 you will need to phone and speak to the loyalty team but the understanding is that your contract carries over until expiry of your contract with shell.

As mentioned the infrastructure you are on is TalkTalk already so there should be no disruption.

Please start your own thread if you wish an individual response as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[scully0]

I'm same as you not interested in transferring to Talk talk