Shell to Talk Talk now no internet!

[PennyFarthing6]

I organise and sort my mum and dad’s internet both are elderly and my mum is disabled. Ordered a new free router but although Royal Mail say it has been delivered it hasn’t. Not sure why their internet is not working weren’t told this would happen either! Any help appreciated. Thanks.

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this and thanks for letting me know 🙂

Thanks

Michelle

[ferguson]

That's great, thanks for letting us know.  🙂

[PennyFarthing6]

hi Michelle,

Engineer came today and sorted it out there was a fault with their telephone line. They are now up and running with Wi-Fi and internet.

Thank you for your help and advice, much appreciated x

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. I've re-escalated this and have asked that your parents are contacted ASAP to resolve this for them.

Michelle

[PennyFarthing6]

Hi, Michelle, new router set up but still amber flashing for at least 30 mins. The Wi-Fi has to be in the hallway as they only have one telephone socket and on a telephone table. Checking to get the best speeds better to have in the lounge and high up but not possible. No Wi-Fi having to use 4G. Any ideas?

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Is everything also ok with the connection?

Michelle

[PennyFarthing6]

Hi Michelle,

My mum contacted me to say the router has arrived. 

[Michelle-TalkTalk]

Morning,

Thank you. I've escalated this now and have asked that you are contacted ASAP.

Thanks

Michelle

[ferguson]

No worries, they can advise further when they are back online in the morning. 

[PennyFarthing6]

Thank you ferguson

[ferguson]

To add  the details Michelle asked for click here. 

Scroll down to where it says Private notes and then add the account holder's full name, address and TalkTalk phone number. 

[PennyFarthing6]

Hi, currently my mum and dad do have wifi. So looks like it will go down and or slow on occasions, not ideal so I will see how it goes for the year then try someone else if it continues. The thing is I am not there all the time and working full time it is hard for me to sort out. My mum is physically disabled and my dad is deaf. So I need instant results and talk to me as relying on forums just takes too long. Thanks for all of your advice so far though. Thanks x

[PennyFarthing6]

Hi Michelle, sorry I don’t know where or how to do that. My account number already shows up when I login. 

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. Please can you add the account holders name and account number in your Community Profile and also your name and I can escalate this for you. Please do not post any personal information on the Community.

Thanks

Michelle

[fr8ys]

Wait and see what the support staff here say first.

If you need to phone they will give  you a phone number for the dedicated Shell team. This will save you being passed between departments 

[PennyFarthing6]

Hi, thanks for your response. We didn’t think we needed a router but because they didn’t have the internet when I logged into the new account it suggested the router so I ordered. I’ve turned the router off and on numerous times and it still wasn’t working. They had internet yesterday but now it has gone again. Internet was working with no issues previous to last week. So at a loss really why it is happening. Will call tomorrow as may need engineer. 

[fr8ys]

It should be no different. Shell used the TalkTalk network and infrastructure. All that gas occurred is that TalkTalk now also handle the account.

There is a transition team for Shell customers and you may be asked to contact them for help by support staff here 

Why did you need a new router? Was the internet working previously? If so does it work if you plug the Shell router back in?

Staff can advise on the correct people to contact tomorrow but if you can try the old router please do do and let us know how you get on.