Former Shell Broadband customer, not getting speed due under contract

[ChrisinDevon]

I am a former Shell Broadband customer who was offered a new contract by TalkTalk in January, and I signed up to (and paid for) 150Mbps.  I have continued to get a maximum of 108Mbps every day since then, and there appears to be a "choke" on my speed.  Have any other former Shell customers got this problem?

[nomfezeko-TT]

Hi there @ChrisinDevon, we are so sorry you are having issues on your end. To check, just to make sure I comprehend, you are experiencing issues with the speeds as you are not getting the speeds you signed up for, is that correct? Do you also experience dropping connections or you have only noticed less speeds?

-Fez. 

[ChrisinDevon]

Hi,

Do you have any information yet, please, about what is happeneing to my broadband?  Many thanks, Chris

[ChrisinDevon]

Hi, unfortunately it has been an issue since Day 1, but I have been sitting tight hoping it would be sorted.  My item above describes it; eseentially I signed up to 150Mbps, and every day since I have received a maximum of 108 precisely.  I really want to know when I am going to get (somewhere near?) what I am paying for.     If there is some kind of intractable problem, why was I persuaded to stay with TalkTalk?

Any help you can give would be very much appreciated, thanks

[nomfezeko-TT]

Hi there @ChrisinDevon , thank you for reaching out to us, we are so sorry you are contacting us about a problem with your services. Please let us know if you still have issues so we can get you help. 

-Fez. 

[ChrisinDevon]

Many thanks for the information.   I will wait until next week, no desperate hurry as its been the same for the last six months.....

[Gliwmaeden2]

@ChrisinDevon, staff will need to take a look at that!

They are not on here before Monday. 

For all ex Shell customers, there seems to be a requirement to keep using the Shell Migration team, no matter what.....

So, if you try Chat during the day on Sunday, ask to speak to them. 

If that fails, it's the Full Fibre team that you need to ask for.

Phone lines don't offer support for this on Sundays, so it would need to be Chat, or wait for forum staff to pick this up after the weekend. 

[ChrisinDevon]

TalkTalk Fibre 150 Data Only

[ChrisinDevon]

It was all very fraught, and I spent hours on the chat line a few days after the new contract came into force.  The moment they heard I was a former Shell customer, they metaphorically threw their arms in the air and apologised profusely - what for I have yet to find out.!   I asked for an estimate of when I could get the agreed speed, and they simply said "can't tell you......

The official speed is always 108Mbps whatever way I check it - on their site, by my Eero, by other speed checker sites.

My contract is a mess as regards speed - this is an extract:

10. Broadband speeds: You can look forward to an estimated download speed between Unknown Mbps and
Unknown Mbps with a minimum guaranteed speed of Unknown Mbps, a maximum speed of Unknown
Mbps and upload speed of Unknown Mbps.
Package Advertised speed
Fibre 35 38 mb/s
Fibre 65 67 mb/s
Fibre 150 145 mb/s
Full Fibre 65 77 mb/s
Full Fibre 150 152 mb/s
Full Fibre 500 525 mb/s
Full Fibre 900 944 mb/s
If our estimates are below our minimum requirements, we won't be able to provide the broadband, fibre or full
fibre service to you. We'll try to ensure you get the estimated speeds; however, we can't guarantee this. It may
take up to two weeks from installation for your speeds to stabilise. If, after this period, you're regularly getting
significantly lower download speeds, please contact us so we can try to help improve your speed. If after 30
days following your reporting of the problem to us, your download speed still regularly falls below the minimum
guaranteed download speed, you may cancel the service without penalty.

I had assumed (mistakenly, obviously) that they wre going to sort it all out in due course, but I have never plucked up the courage to face the chat line again, having spent about four hours on it that day.  That is why I am interested to know if any others have had similar treatment

[ferguson]

What is your service called, exactly?

[Gliwmaeden2]

@ChrisinDevon, speeds are "up to", so check what your contract documents give as the minimum guaranteed for your particular line [not the industry average].

You can also check the current speeds against the past week's daily average and minimum guaranteed speed in My Connection [via Service Status Dashboard].