Shell energy broadband - any feedback from recent joiners ?

pgcemadness

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?

So I signed up in March and am on a £17.99 per month deal, plus £25 Amazon voucher plus £75 credit. I downloaded a copy of all Ts and Cs and promotional terms at the time of signing up so I have them which is great. 
So Goolia2772, on your bill is the £12.50 VAT credited at the end as MSE_Chris suggests above? Interested to know. It does clearly state in ts and cs that 'credit bills are inclusive of VAT' but does that mean that the credit is paid MINUS VAT? What happened in your bill may be the answer, do let us know.
If they are paying £75 credit minus VAT then I would say that is misleading consumers. I want to be prepared for if and when I have to push for both my Amazon voucher of £25 and my £75 credit. Thanks.

pgcemadness

sazzle2 said:

yes we got that amount too, signed me and my mum up for this
£16.99 a month less £75 bill credit.



rang them today asking why vat has been shown in the bill, he looked into it then replied yes vat is to be shown on the bill, even the credit. i said this isnt in the T&C he hung up.
my bill shows:-
Your bill dated 10/01/20

Previous balance£26.58

Payments received£26.58



New charges in advance

09/01/2020 - 08/02/2020 £0.00
Fast Broadband (in advance)
09/01/2020-08/02/2020 £18.32
Line rental (in advance)

09/01/2020 - 08/02/2020 £0.00

Promotional Discount3 09/01/2020 - 08/02/2020 £2.50CR
Total£15.82

Call charges

Local (ppm charge)1£0.39

MSE Promotional Credit 31/12/2019£62.50CR

Total charges £46.29 CR

VAT at 20%£9.26 CR

Total charges this period£55.55CR
BALANCE NOW DUE£55.55 CR
so what theyve done is
18.32-2.50discount=£15.82+39pcall=£16.21+20%vat=£19.45-£75credit = £55.55CR
the 75 credit is there be it £62.50+vat, but what they have done is charged vat on top of the broadband charge - which they shouldnt have according to my email from them as below

so my total bill should have been £57.17 CR - so im down £1.62 which is the vat if you x it twice
This will be the same on my mums bill too. not happy and what about future bills that have vat on top of the monthly broadband charge? over 12 months thats extra £38.88 which i cant claim back as im not a vat registered person grrrr



Total monthly charges £16.99 (excludes call costs)
hope someone gets some joy! x
(this includes VAT)

sazzle2 did you ever get to the bottom of this/resolve it with Shell?

de_sales2

MSE_Chris

Is there a way to recover (and save) what exactly was depicted by the MSE Broadband tool for a late February 2020 sign up to the Shell Fast Broadband MSE offer (the tool’s cheapest at the time – £11-ish per month)?

de_sales2

MSE_Chris

Further to my last post:

In late February I selected from MSE’s Broadband tool Shell’s cheapest broadband offer (Shell Fast Broadband) (£11-ish per month) and signed up via the “Get Deal” link. (I went live on March 12th.)

I also added “Anytime Calls” (£8).

What should one expect the first bill to be if I was previously with Plusnet (ie no line change complications) and with no chargeable calls made?

I was expecting around £25 (line rental (£16-ish) + Anytime Calls (£8). (With the MSE Credit this seemed to me would have ended up at about £19 per month effectively).

The first bill is £29 with no mention of any MSE bill credit.

I note the BB charge seems to have increased from the £16-ish per month I was given to understand it would be (by the tool) to £20-ish (with VAT on everything added at end of bill).

SNIP of bill;

Your bill

Previous outstanding balance

Previous balance £0.00

Payments received £0.00

Outstanding balance £0.00

New charges

Monthly charges From - To Charge

Caller display (in advance) 12/03/2020 - 15/04/2020 £0.00

Fast Broadband (in advance) 12/03/2020 - 15/04/2020 £20.85

Line rental (in advance) 12/03/2020 - 15/04/2020 £0.00

Anytime Plus Call Plan 12/03/2020 - 15/04/2020 £7.59

Promotional Discount 4 12/03/2020 - 15/04/2020 £3.79 CR

Total £24.65

Call charges Number of calls Charge

Local (ppm charge) 2 £0.00

Specialised services (ppm charge) 1 £0.00

Total £0.00

Total

Total charges £24.65

VAT at 20% £4.93

Total charges this period £29.58

BALANCE NOW DUE £29.58

For further information and help understanding your bill please visit the help and advice section of our website

shellenergy.co.uk/broadband/help

Your payment will be collected by Direct Debit on or after 01 April 2020.

Page 1 of 3

End of SNIP

robbie87uk

Is anyone else struggling to get through to Shell Energy and get confirmation of how the £50 credit works and when it gets credited?

im also struggling to get my promised £50 broadband genie voucher - it’s been well over 120 days - is anyone else having issues?

My Shell Broadband is just ok, it hangs a bit sometimes . I’ve saved approx £130 a year by switching from NowTV but Im not sure it was worth the hassle and drop in quality. 

Browntoa

Bumping into merge

Browntoa

Bumping into merge

Bufo

Don't touch Shell Energy with a bargepole. Ten hours without broadband on the day I swapped, which cost me a day's income, several phone calls and an unbelievable amount of stress. Customer services are unbelievably inept: sending emails to you when you're trying to contact them because you don't have broadband and have explained that this means you don't have Internet access at all. Cutting you off mid-call (so that you have to join phone queue for the 5th time) in order to test phone line. In the ten days since then I've suffered 24h outage, several hours wasted on the phone to them and patchy service the rest of the time. The range of the router supplied is so limited that I'm entirely reliant on my access point. I'm disgusted that they expect me to pay an exorbitant early termination charge, but that's exactly what I'll be doing.

Chino

Bufo said:

I'm disgusted that they expect me to pay an exorbitant early termination charge, but that's exactly what I'll be doing.

See section 5 of Shell Energy's Broadband and Telephony Service Price List.

You'll see there's a £15 "Cease Charge" on top of any early termination charge.

warmasice

robbie87uk said:

Is anyone else struggling to get through to Shell Energy and get confirmation of how the £50 credit works and when it gets credited?

im also struggling to get my promised £50 broadband genie voucher - it’s been well over 120 days - is anyone else having issues?

My Shell Broadband is just ok, it hangs a bit sometimes . I’ve saved approx £130 a year by switching from NowTV but Im not sure it was worth the hassle and drop in quality. 

I'm also in the same predicament. I'm may be down to the poor quality 2.4ghz router than Shell send out. Are you able to use your NOWTV router? It's got dual 2.4 and 5ghz so should be much better. If it's not plugged in, could you try and I'd love to know if it work, assuming you went with the fibre deal?..