Really poor speed and Rubbish Customer Service

[Mylie]

I've had slow speed for over two years and cannot get  this resolved.

All TT want to do is blame home wiring or connections and charge me £75 if this is the case.

[I was previously a Shell BB customer and forced back to TT when the service was sold on]they did send an BT engineer and he confirmed a network fault in the area, but this has never been rectified.

TT say they don't guarantee any speeds, even if the speed is nowhere near the 65mbps Im paying for.As you can see below my service is rubbish yet I'm forced to stay with TT until my contract expires in January 2025 when they will charge me even more for not delivering a service!

I've spent hours on the phone and via live chat [there's generally an understanding/language issue]. I simply want the service and speed somewhere close to what I'm paying for or leave TT without penalty, any suggestions welcome!

[Mylie]

Hi Gilwmaeden2

Really appreciate your  advice,I'll post again in billing, but have zero confidence in TT, which is a shame as many years ago they had good customer service but that's all gone.

I now have a new provider and get the speed I'm paying for,incidentally it's less than what I was paying to TT yet 8 times faster than TT best achievement!

[Gliwmaeden2]

@Mylie, try starting a new topic in the billing section, as Chris-TalkTalk mentioned in his reply,  so that it can be looked into when staff get back after the weekend. 

This thread is very much more about the technical issues of the service.

You'll find the billing section listed under help with your service in the forum menu, so select it and click on start a topic. 

Mention this thread for reference in your post.

[Mylie]

Hi Chris 

Thanks for your response.

I'm not at all confident that this will get resolved any time soon.

I'm so disappointed that TT have charged me for terminating 8 days early,especially when they could not provide anywhere near the speed I was paying for 

[ferguson]

I am really sorry to hear that. But you won't get anywhere by posting on someone else's topic I'm afraid. Your best bet may be to follow the Complaints process, there is a link at the bottom of the page. 

[Mojo25]

Many times and so many hours spent chat and phone. I have been told to de register but no one will tell me how to do this. Then I’m told it can only be done by TT. It is hopeless. I’ve spoken to shell migration experts (🤣🤣) certainly not expert in customer care or indeed getting me into my account

[ferguson]

@Mojo25 

You need to start your own topic if you want help from the support team here. But there is currently not a lot they can do for former Shell customers, have you been in contact directly with the Shell migration team? 

[Mojo25]

Sorry, but I have tried several times to get help to access my account and still no joy from migration team. I was subjected to abuse yesterday when I braved it to try again. I did track down a lovely man in sales and loyalty dept. He promised to sort the problem for me and phone back after 4 pm today but no contact made. 
any suggestions what to do now. I was migrated from shell, never received new equipment. I’m overpaying but I’m at least out of contract so once I can access account and establish how I stand about not receiving new equipment which has to be returned or charged for and I will then move somewhere else.

is there anyone who has managed to get success and how you did it?

[Chris-TalkTalk]

Hi Mylie,

I can see that ferguson has answered your question. If you do need any further assistance with your bill could raise this in the Billing section and we'll be happy to help

Chris

[ferguson]

Because you are billed in advance. You will see an adjustment on your next bill and then you can reclaim a refund. Don't cancel your DD in the meantime.

[Mylie]

On the 13th December 2023 TT confirmed that had received my notice to terminate my contract on the 8th Jan 2025, I now note that a bill is on my account for £32.78 to cover the period 8th Jan ~ 7th feb, please explain why you are billing for a service which is terminated?

[Arne-TalkTalk]

No problem

[Mylie]

Hi Arne

Many thanks for taking the time to confirm correct date for transfer of ISP 

[Arne-TalkTalk]

Sorry for the error on the email.  I can confirm the transfer date is set for Jan 8th 2025. 

[Mylie]

Many months and hours lost on live chat attempting to get my BB speed improved, its still under half the speed im paying for.

I've had enough and decided to terminate my contract and move to a new ISP.

Talktalk emailed me with minutes of being informed, email wording below, apparently I have until 2019 to confirm!!!

I perfect example of one of the many reasons I am leaving.

You have an open request to change your current TalkTalk plan, once you have agreed to switching provider, if it has not already gone through, then this change to your TalkTalk plan will be cancelled. You may receive confirmation of the cancellation of this change. If you still wish to switch, please confirm with your new provider before 08/12/2019 to avoid your order being rejected.

[Chris-TalkTalk]

I'm sorry that we can't help further Mylie. Thanks for the comment kempas

Chris

[kempas]

Can't comment on your speed but the customer service I've received here has always been second to none.

[Mylie]

Hi Chris

That's unbelievable and simply going around and around in the same way since August.

I think my next contact won't be until January 2025 when thankfully my contract expires! 

[Chris-TalkTalk]

Hi Mylie,

I'm sorry but, as Debbie has said, you will need to contact the migration team again, apologies for any inconvenience

Chris

[Mylie]

Hi

I've done that many times and still get no results, we just keep going round in never ending circles with this issue.

I'm a TalkTalk customer so why can't this be rectified  without wasting endless amounts of my time on the phone or live chat???  

[Debbie-TalkTalk]

Hi Mylie

Apologies, we have a dedicated team to support Shell migration customers.

We've been advised that to get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.