Shell Energy Sagemcom router

[hawaye]

As an ex-Shell Energy (for energy, not broadband) customer, I have access to a couple of their Sagemcom routers. I know these units do WiFi 6 and seem to make our mobile phones work better when used as access points. To reduce clutter, can I replace our Sagemcom 5364 router with a Shell Energy Sagemcom router on our telephone line ending *064? I imagine settings will need to be changed. Can you do that, or can you make the settings available to me to change? If replacement will work, please send me a bag to recycle the 5364 router.  Thank you.

[Michelle-TalkTalk]

Good afternoon,

Thanks for confirming 🙂

Thanks

Michelle

[hawaye]

Recycling bag received, thank you; posted yesterday.

[Chris-TalkTalk]

Hi hawaye,

Thanks for the clarification. I've ordered the returns bag, it should be with you within 5 working days

Chris

[hawaye]

Sorry for the confusion. Knowing Shell had sourced routers from different manufacturers, including Zyxel and Technicolor, in message 1 I only sought to identify the router I was using.

"You are using a Shell-provided router now, and want to return a Talktalk provided one?" Yes, exactly.

[Gliwmaeden2]

It might have been better not to mention Shell energy in your subject heading, @hawaye!

You are using a Shell-provided router now, and want to return a Talktalk provided one?

I'll flag this for further staff clarification. 

[hawaye]

Hi Gliwmaeden2. What you say may be true for ex-Shell broadband customers, but I was only  a Shell customer for energy; I never left TalkTalk. See message 1, line 1. I can't believe that my home energy supplier choice determines the route that I now need to take for TalkTalk support. Pardon my bluntness, but that is ridiculous.

[Gliwmaeden2]

@hawaye, all ex Shell customers are being asked to contact the Shell Migration team for ALL aspects of service for now. 

It seems odd, but must be to do with record keeping, admin trails etc.

[hawaye]

Hi Michelle,

Your message surprised me because you've previously sent me a recycling bag when 2 Huawei routers got fried by a mains electrical network anomaly a few weeks ago. To be clear, I haven't been in touch with the Shell migration team because I'm not a migration subject; all I'm trying to do is recycle an old Sagemcom 5364 router. 

[Michelle-TalkTalk]

Morning,

Thanks for the update. Unfortunately we can't send a returns bag from here as this would need to be requested by the shell migration team. Have you tried contacting the team directly.

Michelle

[hawaye]

All good with the Shell router. Very few changes were needed. The help document was too full of initials for someone of my limited tech abilities but it worked eventually. The router light spent ages flashing orange/blue and finally connected showing a steady blue. Talktalk TV seems entirely unaffected, working as before.

Thanks for your help. Please send me a recycling bag.

[Michelle-TalkTalk]

Morning,

Sorry to hear that. Thanks for the update and please let us know how you get on with the replacement router.

Thanks

Michelle

[hawaye]

Good morning, the first Shell router I tried was unresponsive so I'm awaiting its replacement.

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle

[hawaye]

Thanks Chris, I'll see if I can match the settings to the help pages.

[Chris-TalkTalk]

Hi hawaye,

Can you take a look at the following help article and if you then still need assistance please let us now - Set up a non-TalkTalk router - TalkTalk Help & Support

Chris