shell energy transfer

[damianjk]

I had full fibe 100 (100Mbs)  with Shell with an average 109Mbs download speed which ran on the TT network.

I was migrated over 3 weeks ago from Shell to TT and put on a full fibre 150 (150Mbs) package as apparently TT don't do 100Mbs even though it's the same network/provider.

Anyway, I've not seen any increase in speed, it's exactly (+/- a few Mbs) the same as it was with Shell. I've waited the 10 days for any line diagnostics. I've switched off the ONT for at least 30 mins, (actually over an hour). I've rebooted the router a few times.

I've run multiple speed tests including plugged directly into the router socket and all are around the 90-105Mbs and no where near the average 152Mbs that TT say should be available.

I'm not overly happy being moved to TT, but I saw the promise of 150Mbs as a sweetner. Are there any other customers in a similar situation and if so how was it resolved if at all, thanks.

[Gliwmaeden2]

The £12.50 won't be taken, @damianjk, as it's Talktalk's error.

The larger amount is due to Talktalk charging from the switch date in addition to the forthcoming month.

Speak to the Shell Migration team if there's any duplication in dates covered.

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

Any further problems with the bill, start a new thread in the billing section of the forum. 

If you wish to leave, do so by calling 03451 720088. Don't use Chat.

If you are not out of contract, there will be early termination fees. They require 30 days' notice.

[damianjk]

thanks for all your help on this.

Unfortunately I've not heard anything back from TT.

I have a feeling that Shell Fibre 100 is exactly the same as TT Fibre 150. The guaranteed minimum speed on TT Fibre 150 is 75Mb/s which is slower than the minimum speed on Shell Fibre 100.

TT have said that when they introduce Fibre 100 that I will have to pay more for Fibre 150 or be switched to Fibre 100. If the minimum speed on Fibre 150 is 50% i.e. 75M/bs then presumably the guaranteed minimum speed on TT Fibre 100 would be 50M/bs

To add insult to injury my direct debit went out at the end of July £28.61 TT have billed me for £40.04 for August, however the bill is not available or visible online in my account so no idea why it's increased from £28 to £40. For whatever reason they haven't been able to collect it so they've charged/fined me an extra £12.50 to be added to next month's bill.

This is beyond a joke. I raised the problem with the speed over 4 weeks ago, I haven't been able to view anything useful in 'my account' such as bills or line speed. TT haven't been able to confirm what the line profile is set at despite repeated requests and now they're fining me £12.50 for their admin error.

Under the circumstances I have no other sensible option, but to switch provider.

Thank you again for your help and no more need to chase or escalate. I'm gone

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I've asked the team if they can provide an update ASAP.

Thanks

Michelle

[Gliwmaeden2]

Re-escalating this for you, @damianjk.

[damianjk]

thanks for escalating this.

It's almost a week gone by and I've not heard anything yet and it's more than a week since I spent 54+ minutes on the phone going around in circles with customer service.

How do I get somebody at TT to check the 'line profile speed' and adjust it accordingly if incorrect?

thanks

[Michelle-TalkTalk]

Hello,

Thanks for confirming. I've escalated this now and I will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[damianjk]

Fibre 150 Data Only

[Michelle-TalkTalk]

Hi,

Can I just confirm, could you log into your My Account please and confirm the name of the package that shows please?

Thanks

Michelle

[damianjk]

thanks Michelle,

that's the same number I rang yesterday and I was on the phone for 54 minutes. They confirmed that I was speaking to the Shell migration team.

They couldn't help without me plugging in a TT router, which I obviously don't have as I wasn't a TT customer. They then asked me to plug in the old Shell router which I've never used and don't know if I still have. They couldn't send a TT router for their testing purposes.

I got the impression that I was speaking to first tier support and the issue couldn't be escalated without them completing their initial procedures. I seem to be left with two choices, find the old Shell router and repeat the process or cancel the contract

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear that. This would have to be investigated by our dedicated team on on 0345 172 0088, they'll be able to help.

Thanks

Michelle

[damianjk]

Fritzbox 6890, very useful as it has SIM failover which works very well. Before that a 7590. Both are more than capable of 1Gbs WAN.  WAN port set to 1Gbs and not the 100Mbs green option, LAN ports operate fine at 1Gbs Laptop, also showing 1Gbs, plugged directly into router for testing speed.

Never had the opportunity to speed test on an uncapped fibre line though, which would be interesting.

Can't TT test to the ONT? or is that an openreach thing.

I've also managed to convince myself that it's a 'line profile' issue as that makes perfect sense,

thanks for the reply.

[Arne-TalkTalk]

What router are you using now?  

Im sure the Shell router will be way out of date in terms of firmware, especially if it hasn't been connected for a while. 

[damianjk]

thanks for the good advice, it does sound like line profile not being updated. 

I've just spent 54 minutes with TT to no avail. They wanted me to plug in the TT router, which  don't have and the original Shell one I've never used and don't know where it is (loft/garage maybe). Without a TT/Shell router they can't run their tests so are incapable of being able to proceed. It would appear that the line profile can't be checked without completing an initial check on the TT/Shell router.

The Shell contract for full fibre 100 had an average of 109Mbs and a minimum of 105Mbs. TT have just told me that on their fibre 150 I'll get a minimum of 75Mbs. TT also said that even after 3 weeks they're still 'aligning the network' so I'll get a lower speed. I know adsl lines are monitored for around 10 days and SNR and other parameters tweaked, but I wasn't aware fibre had the same learning process and it's over 3 weeks now.

TT have said that they can't provide a router for me to plug in for them to test and then for me to return after. So I seem to have reached a stalemate. Either I find the original Shell router and restart the process or as TT have told me they can't guarantee even the same minimum speed on a so-called faster profile then I should be able to cancel the contract.

It's a shame that no one at TT could tell me what the current line profile is set at

thanks again for the good advice, it's unfortunate that TT customer service and I was told that I was speaking to the Shell migration team, couldn't help.

[Arne-TalkTalk]

Hi damianjk

Have you spoken to the Shell migration team, Its sounds like the line profile needs updating. 

Call on 03451720088 and ask to speak to them. 

[ferguson]

This has been flagged to the support team here for you and they will check and respond when they are back online from tomorrow.