Don't use a VPN.   Or meanwhile use phone data to access the lottery site? Staff are not back before Monday, @Sunshinesally. ... View more

@Benney, please start your own thread.    It's actually quite hard to work out what you mean, as what you have written doesn't follow on from the original poster's comment.    If it's to do with your account(s), please go to the billing message board (which you can find from "help with your service" in the forum menu) and click on start a topic.   Then leave a clear description of what has happened. Staff will respond during the week.  ... View more

Completing the community forum profile details is essential for staff support. ... View more

Make sure that you ask to speak to the Shell Migration team, @BreeHu, as they will be the ones who are supposed to oversee the entire process of the switch to Talktalk from Shell.  ... View more

It is not about whether your post can be found, @BreeHu, but about how the post enters the staff automated workflow. They won't be just browsing like we do.   I am sorry,  but there's nothing that can be done about staff not being on here at weekends  / overnight. The 24 / 7 aspect of this forum is simply that the online community is here all the time....   Your best chance of support before Monday is by using Chat. Check opening hours near the bottom of this page:   https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529   The residential Ts&Cs have not been adapted since lockdown to cover the financial consequences if we can't work from home. It is just a domestic service. There's some compensation for total loss of service however, once a solution has been found: https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583 ... View more

@BreeHu, staff prefer customers to each start their own thread to avoid confusion in replies and in the workflow.    That's why, when we click on an old thread in particular,  it flags up that it's an old topic and encourages us to start a new one.   I can't actually see the new one you mention as starting: "migration issues". No sign of it.   Can you try again by returning to the message board and clicking on start a topic? The blue post button should change colour if it's posting correctly.    Staff will then pick up your thread on Monday.    Also make sure that you have completed your community forum profile details for them to identify your account. Go via your avatar; settings; drop down menu  .....add your Talktalk phone number or account number in Personal Information. SAVE CHANGES.  ... View more

@Steve789, are you close to your end of contract date (set up by Shell)?   The same date applies to your Talktalk contract, so you would need to give them longer than this to have any chance of early termination fees being waived.   Not sure if they would be at all for a caller display function not working  - usually it's core service faults not being sorted that makes this possible.    You'd need to check. ... View more

What seems odd is that the speed to the router is slower than the speed to the device. Something not quite right going on there. ... View more

@Siannn, staff replied to your other thread yesterday, but you still don't seem to have updated your profile.    https://community.talktalk.co.uk/t5/Billing/Wrongfully-billed-for-an-engineer/td-p/3061931   Without this being done, staff cannot identify your account, test your line or give you help specific to your situation.    They are not on here now before Monday, so you won't get a reply before then from staff.   Please add your Talktalk phone number or account number in Personal Information. Go via your avatar; settings; drop down menu....add the information required in Personal Information and SAVE CHANGES.  ... View more

@AllyM, customers do report from time to time that bills for £0.00 keep coming in, so it's just as well to check with staff. ... View more

Might be worth doing a 30 minute switch off and then see if speeds come back more consistently after that, @sjh24.   Once it's on again leave it on continuously for staff to check after the weekend.          ... View more

They do love their generic emails,  @johnbrady1, which really cause more confusion than she'd daylight on anything.    Hopefully staff can ensure that the emails now stop.   Forum staff will be back on here during the week.  ... View more

Call / Chat again today, @Nimmol.   Forum staff are not back on here before Monday.  ... View more

We always tell people not to cancel their DD till you receive that bill for £0.00.   Till then the bills have been tidying up loose ends. Customers are sometimes owed refunds which they need to claim back via My Account.    Your account remains accessible by you for a year - countless people need to refer back to check transactions for quite a while after leaving.    The same would happen with old energy accounts. It's kept available for reference.    It doesn't mean that your service is not cancelled.  ... View more

Staff are not on here at weekends, @KitchenTable.   It's possible to send them a screenshot in a PM, but wait to be told.   Not sure if Chat shows the facility?   Or for an attachment?   Make sure you speak to the Shell Migration team if you are contacting Talktalk directly, as they are dealing with all the hiccups to do with the migration to Talktalk.  ... View more

Staff will respond to your own thread, @lynnpash.   They will not be on here over the weekend.  ... View more

What speeds are you actually getting?   Sometimes the contract details don't actually show the correct information even - yes very poor.   Give support a call today: 03451 720088, closing at 6pm (not open Sunday) or use Chat (open both days from 9am), @sjh24.   Staff are not back on here before Monday.    Fibre 35 is only Fibre to the Cabinet, and the last bit is still copper. It may have deteriorated since your last contract started. There's a general push towards full fibre, so they'll maybe steer you in that direction.  ... View more

@Adamv1979, Ady has been doing his best.   He replied yesterday, but he's been chasing it for weeks. It's a known issue, but obviously problematic.    Staff are not on here at weekends  - he'll post back as soon as he can. ... View more

@laird47, your community profile details must show your Talktalk phone number or account number. Make sure you save the information.    Staff will reply after the weekend. ... View more

@laird47, it's better to start your own thread to avoid confusion in the replies to customers.    You need to return to the message board and click on start a topic.    Also: complete your community forum profile details by going via your avatar; settings; drop down menu. Complete Personal Information. SAVE CHANGES.    Staff will respond during the week.  ... View more

@GlennLRJ,  as above, you will need to return to the message board and click on start a topic to begin your own thread.    Maybe just copy and paste your post, but don't just add to another customer's thread, as it can lead to confusion when trying to reply.   Staff are not on here over the weekend.  ... View more

Whatever works best for you, @Mitch-in-Notts. If you are with your parents at the time, they will be able to vouch for you and pass ID checks with you there.   Long term it's an idea to make sure that your parents are registered as vulnerable due to their age, and perhaps be a nominated user etc so that you could help them from further away.   See:   https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility   and:   https://community.talktalk.co.uk/t5/Articles/Power-of-Attorney-Authority-to-Act-Deputyship/ta-p/2205181 ... View more

Staff will respond after the weekend, @minnie2. ... View more

The staff replies have not been to prevaricate, @RogerD3, but to avoid confusion between different customers in the replies.   It's important to avoid any ambiguity in correspondence, particularly when it comes to accounts.   You would have been warned about the necessity to return the old router with a reasonable notice period - usually 42 days. Customers do have to follow up if they have no returns bag. These are not sent out without further prompting from the customer, presumably as part of the efforts to mitigate climate change, avoid unnecessary waste etc.   Staff are not back on here before Monday.    Chat remains open till 9pm. Phone support is available on Saturday  [not Sunday] 9am till 6pm. ... View more

@Deepthi1, your address (and all personal information) must NEVER be posted in the public thread for all the world to see.   Add important information like that in Personal Information in the profile area that only you and staff can access.   Go via your avatar; settings; drop down menu. In Personal Information put your Talktalk phone number or account number etc. SAVE CHANGES.    Staff will respond during the week (so daytime, Monday to Friday).   You can reach Chat till 9pm tonight or phone 03451 720088 (9am till 6pm Saturday).  ... View more