Shell change me to TalkTalk, but broadband is much slower speed

greenoo000

Shell has changed me to a same cost contract with TalkTalk, but at much lower speeds and where the internet cuts out alot, and very slow download speed. I had a contract with Shell, I never asked to switch to TalkTalk. I want to leave TalkTalk, but they say I have to pay a £207 leaving fee! But my contract was with Shell, not talktalk and for a better service. Can they do this?

timjim

Talktalk always provided the broadband which was billed by Shell. Only the billing name has changed so I don't understand why the speed would be lower. What speed were you getting and what is it now

cjdew

We also have been switched to talktalk from shell, 1 week after this happened speeds were much lower. 

We are moving and aren't taking talktalk with us, they said it's 30 days notice only.

They increased our bill when it moved from shell to talktalk

greenoo000

They told us 30 days notice and £207 fee for leaving. Yes the speed is much slower.

littleboo

What's speeds were you getting, what are you getting now, what is your minimum speed guarantee, how are you measuring?

M25

TalkTalk had to beg for a £200m loan last week they're essentially bankrupt. They're not letting you off with £207.

Have you been checking your speeds several times a day? There could be a fault. You have to give TalkTalk the opportunity to fix any fault.

If you want to take the nuclear option (and take a hit on your credit record) you could just try a different service provider but if there's a fault on the line potentially the problem will still be there unless you move to a different technology (FTTP or 5G router).

I would never recommend smaller companies like Shell as they're fake providers and can disappear overnight. 

If you pay peanuts...

greenoo000

Thanks, yes I have contacted TalKTalk several times since their service started. I was first told it was slow due to the microsoft outage, then I have just been moved on to the next person and next until eventually the line goes dead. I have tried 3 times, so far and twice they just disappeared, the 3rd they promised to ring back, but never did. A speed check says 37mps, I don't know what it was with Shell, I used to be able to watch TV without having it stop every few minutes, I also have to wait much longer to download anything on my computer. The internet stops completely several times a day, it says 'good connection, no internet'. With Shell my package was called, 'Superfast broadband' and it worked well with no problems. 'TalkTalks package is called Fibre 65', I don't think it is a similar package, so surely I can't be on the same contract?

Ayr_Rage

Superfast Broadband and Fibre 65 are very likely to be exactly the same up to 80 mbps FTTC broadband which actually comes over the phone line.

if you are only getting 37 on that package you may be too far from the cabinet to get anything faster.

What is your Minimum Guaranteed Speed?

Have you run a line test from your online account?

M25

Sounds like you may be on FTTC as Ayr_Rage says. Can you ask your neighbours what speeds they get?

Have you tested on a PC and laptop with wi-fi and ethernet?

Is the buffering problem just Youtube?

usernameme

I've had this exact same issue, albeit only really noticeable for me with upload speed. A speed test shows ~30 Mbps for download (Shell contract stated normally 38 and minimum 25), but my upload speed is 0.9 (while the Shell contract states normally 9mbps and minimum 5.88).

The change was apparent more or less overnight. I called up and they asked me all manner of questions, getting me to sit nearer the router and asking if I could attach my computer to the router with a wire to see if that was better.

Unfortunately they didn't accept the bottom line that upload speed was fine and now it rubbish and nothing has changed in my set up. Same router, same laptop, same distance from the router. Clearly something has changed. About time to call them to moan again I think

greenoo000

An update, an engineer came round, there was a problem, the router wasn't compatible, (or something like that), new router fixed it, and back to normal speed, plus they knocked a month off the bill, so although stuck in the contract with TalkTalk, it's as fast as it was before and working without cutting out, so all fine now.