Shell energy broadband - any feedback from recent joiners ?

Rob_Wills

NB: Ends midnight tonight

https://broadband.moneysavingexpert.com/?_ga=2.180595815.1167902051.1580502090-474394064.1549441633#search

Norman_Castle

^ So I get a £25 Amazon voucher plus a £75 bill credit?

See_Em

I signed up for Shell Energy "fast broadband" back in September 2019. Same as everyone else, the first bill was confusing but the cost is as expected. However; the service is pretty bad. Mine has started dropping out every day and sometimes many times a day. I just ran a speed check and got 3.44Mbps  download and 0.75Mbps upload. My welcome email said that I could expect between 6 and 10 Mbps download speeds.  Has anyone else had speed / line drop out issues?

Goolia2772

I signed up back in Nov, told that I would have to wait until the end of Jan for the £75 credit to appear on my bill. February bill arrived and there was no sign of the credit so I had to get in touch and chase them up to the whereabouts of my credit. They got in touch several days later but only to tell my that £62.50 had been applied to my account as the credit is VAT inclusive. Can they do this.... surely this is false advertising?

MSE_Chris

Goolia2772 said:

I signed up back in Nov, told that I would have to wait until the end of Jan for the £75 credit to appear on my bill. February bill arrived and there was no sign of the credit so I had to get in touch and chase them up to the whereabouts of my credit. They got in touch several days later but only to tell my that £62.50 had been applied to my account as the credit is VAT inclusive. Can they do this.... surely this is false advertising?

Hi Goolia2772,
£62.50 is £75 without VAT. The remaining credit is then added via the VAT section at the end of the bill.
Hope that helps explain,
Chris

Henn

Hi, I need help.
i sign to Shell Broadband Super fast Fibre Broadband through this site in September last year ,all went well getting approx. 23 mb  
till 11 February 2020 , I started to get only 2 mb only.
I email them to say I am no longer getting the speeds promised and sent them screen shot of Ookla test and, I did all checks, nothing wrong as I have just the router plugged in, no landline plugged in ever, no tv , nothing.
I plugged in landline phone with the micro filter and it get no dialling tone ,the line is faulty.
They said Open Reach would come to check but said that if no fault found I would have to pay , so I said that’s ok ,but nobody has contacted me so I am still getting 2 mb only or nothing!
I have emailed them many times ,last week I got email asking if my line is fixed, I said no it has not and nobody has called me.
I then get email to say no fault has been found and that their test show my Broadband working fine!
No it’s not , I have taken screen shots to show the speed and sent it to them.
I have had to buy mobile sim for my Ipad so I can get decent broadband so this Shell deal was not so good deal after all.
In reply I  get automated message to say they will be in touch but nothing happens .
Can someone advise me what to do to get my Fibre Broadband speeds I was promised?

JJ_Egan

First is this test of speed over wifi ??

If so its not acceptable as real speed .

Test via Ethernet connection only .

Your router will also show your real speed in .

Karhut

Hello,
Yes it’s over Wifi and secondly I got the promised speed for six months on ipad over wifi, this is fast speed area.
I no longer have wired computer.
And if you have no dialling tone on landline there is a fault ,it’s hardly going to give good speed!
I checked the Shell router speed ,it’s Download speed now 1.85 Mbps Upload 0.42 Mbps.
8 weeks of this.
I notice every time I email reply to them they change the case code.
They told me they tried to contact me ,what on a landline! No dialling tone because it faulty line.
Certainly they have  not called on my mobile, I would know.!
what can I do now? 

JJ_Egan

Speed over wifi is dependant upon many factors nothing to do with the ISP .

Contact them re landline fault should be your first step now .

Karhut

Update.
yes speed is dependant upon many factors BUT your internet service provider MUST get your phone line fixed, you can’t call Open Reach yourself!
My phone line was found to have no dialling tone so faulty line , however Shell Energy dragged they feet for over 8 weeks getting an engineer here.
Open Reach arrived finally yesterday and found the line faulty outside my house.
Yes many things affect speed over WiFi I get 35 Mbps over WiFi now, before fix 1.45 Mbps.
Open Reach engineers tip ! When your service provider asks is your router is connected to the Master socket!
Say YOU ONLY HAVE ONE TELEPHONE SOCKET!

Its a pity Shell Energy has such bad customer service that they make customer suffer for 8 weeks , all it would have taken is one call to Open Reach .