landline and broadband query

[#1]

Maybe I haven’t read through this topic thoroughly enough but I get the impression that previously there was a landline service with Shell and broadband with Plusnet?

 If the phone service is being migrated to TT does this mean that TT will transfer the service to VoIP? Alternatively are TT simply taking over the billing for the existing landline, in which case why was the service disconnected?

On the assumption that TT is transferring the service to VoIP @Miriam is faced with the situation where you can’t have two broadband services on one line, so a successful migration to TT will trigger the cancellation of the Plusnet service including closing the email service .

Whilst this should trigger a sorry you are leaving email from Plusnet I wonder if this works in these circumstances. Whilst no doubt it’s recorded by Openreach, would the Shell account even know there was a third party broadband service running on the same line?

[#2]

@Miriam 

Have a look at https://www.octopustelecom.co.uk/en/internet/home-broadband-internet

If you scroll down the page you can request a call back on a number of your choice. Edit : Ask if you can register as a vunerable person.

Do you know how long your phone contract has left to go?

Do you have any care or house alarms connected to the phone line?

Brian

[#3]

Maybe I haven’t read through this topic thoroughly enough but I get the impression that previously there was a landline service with Shell and broadband with Plusnet?

That's my understanding @Baldrick1 

If the phone service is being migrated to TT does this mean that TT will transfer the service to VoIP?

Alternatively are TT simply taking over the billing for the existing landline, in which case why was the service disconnected?

Good questions ...

I suspect Talktalk are trying to work out what they are going to do with ex-Shell customers, particularly any with phone only as that is 'alien' to ISP's.

Talktalk would have been supplying phone (on behalf of Shell) using an SMPF circuit. I suspect TT's systems can't really cope with that any more.

This situation certainly has potential for going very 'pear shaped' and in my experience TTs customer service is hopeless!

@bmc I don't think Octopus telecom has anything to do with it. Its Octopus Energy who took over Shell Energy, they then had to decide what to do with the telecoms side of Shell's business. AIUI they decided that since TT were basically providing the services for Shell and Octopus didn't really want to get involved in telecoms, they transfered or sold the customer base to TT.

[#4]

@Miriam 

You could also look at https://community.talktalk.co.uk/t5/custom/page/page-id/ForumIndex

Don't know if it's as good as the PlusNet Community.

Brian

Edit : There's also the following if you want to phone TalkTalk

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

[#5]

@MisterW 

...I suspect Talktalk are trying to work out what they are going to do with ex-Shell customers, particularly any with phone only as that is 'alien' to ISP's.

...This situation certainly has potential for going very 'pear shaped' 

This is what concerns me. It seems illogical to me that TT would not take the opportunity to transfer the customer to a VoIP based service in the full knowledge that in the next year or so it will have to be moved to VoIP.

I have this feeling that over the next year or so there are going to be major issues for those with split services and that at the moment I am but a lone voice crying in the wilderness. Hopefully I am wrong!.

[#6]

no idea length of contract, and no I don't have any alarms.

Just ten minutes ago received an email from TalkTalk saying I have now been successfully migrated but no dual tone no phone ringing when I try using my mobike bloody fed up  Never in a million years would I volunteer to migrate, it was Shell who did all this.   These days you cannot simply pick up the phone and speak to someone.  I have no landline service my lamndlibe is dead no dialling tone but when I ring it from my mobike it rings out but just not at my end.  I have no idea what to do now but I can't possibly be the only person.

[#7]

I have no idea what to do now but I can't possibly be the only person.

@Miriam I suspect you are in a very small minority of ex-Shell customers who only have landline with them.

Use the TalkTalk Live chat link in the link that @bmc posted above

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

If they ask you to plug the phone into a router, then point out that you don't have broadband with Talktalk!

[#8]

@Miriam 

Re your landline phone is it a dect phone? if so have you tried dialing the number and then pressing the dial button rather than pressing the dial button and getting a dial tone before putting in the number? I have read somewhere that on some such phones when connected via VOIP there is no dial tone but dialling the number first and then pressing dial  button does result in the number dialling out - a bit like the mobile phone system.

[#9]

I have read somewhere that on some such phones when connected via VOIP

@jgb  but @Miriam ISNT connected via VOIP. She can't be , the internet connection is still with Plusnet, so if TT have changed her phone service to voip , its' not going to work! She has no TT equipment to connect a phone to.

[#10]

yes I won't do that.  Previously when posting on this to you I used my Ipad but have now  come upstairs to my preferred p.c. and went through the process  of registering my account with the new account number they gave me.  Looks like the phone package is just tge same as it was with Shell.

I am now mentally exhausted so will try their chat later.  bI am 75 trust me this stuff causes a lot of stress to someone like me.

[#11]

correct and wild horses won't get me to leave PN

[#12]

@Miriam there's an interesting article on Martin Lewis's website https://www.moneysavingexpert.com/news/2024/02/shell-energy-broadband-sold-talktalk/

Note particularly the paragraph

There shouldn't be any downtime during the move (when it happens). If you do lose service for whatever reason, and the outage lasts longer than one working day, you'll be entitled to compensation under telecom regulator Ofcom's rules.

So at least you ought to be due compensation for the time your phone isnt working https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

[#13]

Just to put you all in the picture, I didn't ask for any of this just around December I got an email from Shell Energy who only handled my landline telling me they were moving me to Octopus and then to TalkTalk, end of story.   this has happened in the past with my landline service, I was once with BT then another company and from thereon they kept migrating me to different companies, absolutely against my will and sickening, now causing all this trouble.

I hate to bother you all with it, but I'm very much on my own with this, it was for this reason that I thought of doing away with the landline altogether.  Tomorrow (I've had enough for today) I'll get back on to the TalkTalk account page and tell someone I have no landline nothing has happened I can't get calls in or out, 2 weeks ago I could at least call out and no-one could call in - awful carry on.

[#14]

no one ever said a length to my contract.

[#15]

thanks I've kept that link and will ring tomorrow, there were various choices, I just hope I can get someone who's first language and understanding is English.