Shell energy broadband - any feedback from recent joiners ?

Vanman69

First Post Guys so go easy on me.
Voucher Codes saved me £110 on EE.
So Bt contract coming to a end this month has a look about checked my speeds etc can’t get super fast fibre as the local Bt exchange can’t take it not modern enough.
All the providers are much the same I went with EE for the same speed as Bt but a lot cheaper.
so new deal £24 a month for 18months no  upfront costs.Plus £110 Amazon voucher.
Against Bt wanting £35a month for 18months.

Breakdown Bt would have cost £630.

EE will cost £432 -£110 voucher £322
SAVING £308 Well that will do for me thank you Bt and goodbye 👋 Hello EE the future looks bright.
Just shows what a Mornings work in lockdown can achieve.

JJ_Egan

All depends upon your voucher coming through .

PS EE is BT .

Not forgetting a no home visit install .

fpereira

Hi everyone,
I joined Shell energy broadband on 17 Apr 2020, live on 2 Apr 2020. My first bill arrived today and was shocked seeing the bill higher than what I had signed up for.There’s was no exclusive credit offer and VAT was being charged.  

I logged into my shell account to see what package I signed up for, which I could not see.
Logged onto MSE and Shell website and the offer for super fast fibre 35mbps was £100 credit.
I recalled mine was less but did not know how much. 

So I had to call Shell which took me ages getting through. 

First I asked to mail my package which stated £22.99 inclusive of VAT. 

Then I asked for my credit offer via online chat which took me ages again. 

Finally got through with a £90 credit to be applied after 90 days of being live.

Now comes the best part, after reading the terms and conditions 

it shows the price is inclusive of VAT but contacting via online chat the representative states no it’s because the additional days I see the bill higher. I said agreed but it’s not that what I am calling for. It’s why have you added VAT when it’s mentioned inclusive. I should have the £4.70 deducted which did not make sense to the shell rep. I said could a manager call me tomorrow to discuss this.

hopefully will keep this forum updated.
this was my experience with a new shell broadband

Chino

fpereira said:

It’s why have you added VAT when it’s mentioned inclusive. I should have the £4.70 deducted which did not make sense to the shell rep.

"inclusive" doesn't mean that you don't pay VAT, it just means that the price advertised includes VAT. All the ISP is doing in your bill is explaining how much VAT adds to the final VAT-inclusive price.

That said, it does appear that Shell Energy has put the net price and discount into its billing system for your account instead of the gross price & discount. So it's applying VAT to a total that is already net of VAT. The headline figure should be £32.68 / 1.2 = £27.23 and the promotional discount £9.19 / 1.2 = £7.66. This would give you a VAT-inclusive price of £23.48.

sadat

MSE_Chris said:

rpip wrote: »

I have just joined and think that at least the 1st of following should have been mentioned.
1. Page 7 of Shell Pricing pdf states that a Cease Charge of £15 will be incurred including after 12 months contract period!!
2. Shell charge £35 if you dont return the Router if they request this.

Shell are very slow to respond to emails and poor comprehension. Their chat facility is always ' we are currently....long wait'

Hi rpip,

We've asked Shell Energy about this £15 cease charge and it's agreed to waive it for all switches made through MSE that came with this £75 bill credit offer. This means you won't be charged £15 should you wish to switch after the min 12 months has elapsed.

All other earlier termination charges will still stand as per it's T&C's.

I hope this helps reassure you and other users who questioned this charge.

MSE Chris

So here is my story, 
I had signed up to the MSE Blagged Partnership Broadband offer with Shell for Fast Broadband(Basic) £17.99 with a £75 Bill Credit and £25 Amazon vouchers. When i got my first bill the total was at £19.86 which didnt make sense to me, so i called their customer services on 0330 094 5801 and emailed them on broadband.support@shellenergy.co.uk. They were helpful to explain that my bill was reflective to align with the billing cycle. i.e. 3 extra days due to start date.
thus £17.99* 12 = £215.88. 
£215.88/365 = £0.59145 Day rate
£0.59145* 3 extra days = £1.77435 +£17.99 = £19.76 so about right!

What i couldnt find anywhere during the process is what i actually signed up to! the only link i have found which shows the current deals between Shell and MSE is on Shells promotions link shellenergy.co.uk/info/broadband/promotion/terms
The process from clicking through from MSE and following SHELL instructions isnt clear and doesnt show where and how the Credit or Amazon Vouchers are to be applied. So can someone from MSE please explain this.

During my call the SHELL advisor also confirmed that the £15 cease Charge is applicable to all users and they are not aware of any provisions to waive this. so again this is mis informing existing and prospective customers, i have sent them the link to this post and forum to show that we are being advised that it has been agreed that it will be waived.

So please MSE could you clarify the following, i have emailed you on furtherhelp@moneysavingexpert.com; voucherhelp@moneysavingexpert.com with copies of all recent correspondance between myself and SHELL.
1.Clarity on when and how do i receive the £25 Amazon Vouchers
2.Waver of the Cease Charge which i have been informed by SHELL will be applied
3. Where can i find a list of the promotions MSE has with its Partners

Apart from this the Broad band is as expected and the service has been ok, had an inital delay in setting up but they state it can take upto 24hrs, and sometimes connection on WIFI devices drops. 
Many thanks

Sadat

JJ_Egan

This is a forum not MSE /

Setup yes up to 10 14 days for exchange to decide your best speed .

WiFi dropping is your problem not ISP usually .

sadat

JJ_Egan said:

This is a forum not MSE /

Setup yes up to 10 14 days for exchange to decide your best speed .

WiFi dropping is your problem not ISP usually .

Not sure what your on about with reference to your first comment. the member MSE_Chris is a Staff member from MSE.

Rob_Wills

I always aim to be fair about the quality of service from ISPs.

I am on target for annual cost of £128.88, currently not paying anything due to the £75 credit applied to the account.. 

From 06 December 2019 to date I have had three, two of them less than 30 seconds each and the other less than 3 minutes, disconnections with automatic reconnection.  On 09 January 2020 there was a 90 minute problem with speed, dropped to 0.6, but a quick telephone call on their 0800 number and the speed was put back to 3.2 - 3.6; the cause of this was Talk Talk (the way Shell route their service).
Compare this with Plusnet for the previous three years, many days lost due to 50+ disconnections per year and big problems being reconnected. A friend of mine has had big problems with EE, both BT companies.

Scores:  Shell 9/10      BT companies 1/10  

Hopefully Shell realise that they can keep my business from December 2020 if they continue the same price and service.

It is good to see MSE  are watching...

DCFC79

sadat said:

JJ_Egan said:

This is a forum not MSE /

Setup yes up to 10 14 days for exchange to decide your best speed .

WiFi dropping is your problem not ISP usually .

Not sure what your on about with reference to your first comment. the member MSE_Chris is a Staff member from MSE.

What date was given for when you would get the £15 voucher ?
What was mentioned when you saw the offer ?
Normally any vouchers are a couple months into the contract.

Norman_Castle

"We've asked Shell Energy about this £15 cease charge and it's agreed to waive it for all switches made through MSE that came with this £75 bill credit offer. This means you won't be charged £15 should you wish to switch after the min 12 months has elapsed.
I hope this helps reassure you and other users who questioned this charge.

MSE Chris"

Is this £15 cease charge waived for the current £100 bill credit offer?

I'm with plusnet adsl and currently use a talk talk super router hg635, if I switch to Shell fibre can I continue to use the same router?