The TalkTalk community will be unavailable on 4th February while we make a few changes.
During this time you’ll still be able to access the service status page and our help and support site for support during this time.

Skip to content
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Broadband help

For queries about your TalkTalk broadband service.

shell migration saying my payment didn't go through

nrosko
First Timer
Private Message TalkTalk

on ‎29-08-2024 06:20 PM

Message 5 of 5

I've never missed any payments in my life, can prove i had funds in my account. Why am i being charged 12.50? Why do you want upfront payments? Very concerned this will effect my credit rating. I had no idea i was with talk talk thought i was being scammed at first. Well i guess i am being scammed. 

Labels:
0 Likes
4 REPLIES 4

Arne-TalkTalk
Support Team
Staff
Private Message
In response to nrosko

on ‎30-08-2024 08:32 AM

Message 1 of 5

Hi @nrosko

 

You will NOT be charged any admin fees,  We are advising you to make a one off payment this month either online our over the phone. 

 

Sorry for any inconvenience caused 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips

0 Likes

Gliwmaeden2
Community Star
Private Message TalkTalk
In response to nrosko

on ‎29-08-2024 08:41 PM

Message 2 of 5

It won't because Talktalk are taking responsibility for the error and not taking the extra £12.50.

 

 

Gliwmaeden2, a fellow customer.
0 Likes

nrosko
First Timer
Private Message TalkTalk
In response to Gliwmaeden2

on ‎29-08-2024 08:25 PM

Message 3 of 5

Can you tell me if this will effect my credit rating please. 

0 Likes

Gliwmaeden2
Community Star
Private Message TalkTalk

‎29-08-2024 06:57 PM - edited ‎29-08-2024 06:58 PM

Message 4 of 5

@nrosko, Talktalk will not take the £12.50.

 

Errors with the DD for migrating Shell customers are Talktalk's fault, but you still need to cover the bill for your service with a one-off card payment. 

 

Phone support is available till 7pm, Chat till 9pm. Speak to the Shell Migration team if you have any further questions about it:

 

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Gliwmaeden2, a fellow customer.
0 Likes
© TalkTalk 2026