Shell energy broadband - any feedback from recent joiners ?

OhWow

I switched to Shell mid May. No problems. After the first 10 days the speed settled at Download 36.57. Upload 8.18.

I read this thread, so no surprise when I saw that the first bill will be a few pound higher.

CoastingHatbox

Looks like Shell Broadband provided vDSL is now working. It's still 2 days until the new switch over date. Speed tests give favourable results.

I haven't receive any email notifications to say the switch has happened. By chance I accidentally switched off the modem last night and received an alert from my monitoring to tell me the modem was unreachable. I turned the modem back on and the 'WAN2 (DSL) Connectivity Failure' alert was resolved, 31 days after having been triggered.

bordercars

I signed up using the MSE blagged code in the April 15 / 22 emails, it should of made my BB 23.99 but im being charged 31 with a prom discount 8 code and no mention of a £100 cashback. 

MSE_Chris

bordercars said:

I signed up using the MSE blagged code in the April 15 / 22 emails, it should of made my BB 23.99 but im being charged 31 with a prom discount 8 code and no mention of a £100 cashback. 

Hi Bordercars,
Just quickly scanning this and it appears the billing period is for 35 days so the amounts, pre VAT, will be slightly larger. This is also reflected in the promo discount (to bring the monthly payment down to £23.99) and the promo discount is also 'pre VAT' but Shell should be able to explain how this was calculated if you ask it too and it can also tell you when your bill credit will appear on your bill. You can chat to Shell online by typing the word 'Chat' on this page: https://www.shellenergy.co.uk/contact-us

I hope that's useful.
MSE Chris

poundsNpence

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

I've just referred Shell to this post as they are telling me the £15 cease charge DOES apply.

MSE_Chris

poundsNpence said:

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

I've just referred Shell to this post as they are telling me the £15 cease charge DOES apply.

Hi poundsNpence,
Thanks for letting me know. Shell's agents may only be aware of the blanket Terms and Conditions and might not be aware of our own arrangement. This was made for all customers who applied through us (MSE) and if you applied through us and are charged a cease charge, do let me know as I'll need to look into this as a priority.

As of yet, we haven't yet been approached by anyone who has applied through us and charged this cease charge so I'm just hoping it's an agent error at this stage.

Many thanks,
MSE Chris

Einst

I switched to Shell Energy about 5 months ago, and had lots of problems from day one..
Slow, constant disconnecting.. and their customer service is some of the worst I have experienced.
I did complain numerous times, and just got fobbed off, until I used the Resolver service.. they replied to that, and eventually I managed to get out of the contract, will all the fees removed..  I have since switched to Plusnet which so far is superb, and customer service is great.
One thing though.. I switched both times through Moneysavingexpert.. but this time they have welched on the deal, and refused to pay the bonus that they advertise.. I have complained to MSE, and up to now the response has been dire, and borderline rude.

My advice.. use resolver to sort any issues or cancel your contract.. switch to another provider.. but please use ANOTHER of the many switching services like Uswitch etc.

poundsNpence

MSE_Chris said:

Hi poundsNpence,
Thanks for letting me know. Shell's agents may only be aware of the blanket Terms and Conditions and might not be aware of our own arrangement. This was made for all customers who applied through us (MSE) and if you applied through us and are charged a cease charge, do let me know as I'll need to look into this as a priority.

As of yet, we haven't yet been approached by anyone who has applied through us and charged this cease charge so I'm just hoping it's an agent error at this stage.

Many thanks,
MSE Chris

Thanks Chris
Yes, seems quite likely that's the case, although Shell have replied to me today saying they are going to contact MSE as they (or at least the agent who replied to my enquiry) is still saying the cease charge applies, regardless of the application path.
My contract expires early September, I'll likely stay with Shell (they've confirmed the monthly cost will stay at the current £16.98) but will update here if any changes or issues. 

All the best

warmasice

Please can someone help? Instead of being billed £15.66, I'm being charged £23.99 after credit is applied. It also seems like they're adding VAT, but I'm sure I'd read that their prices included VAT at the time of signing up. It may be that I've misunderstood the offer or the bill, but can someone please clarify?
£23.99 is way off the £15.66 I was expected to be charged.

JJ_Egan

EFFECTIVE cost it says in the post .

£100 bill credit .

£23.99 less £100 divide by 12 =  8.33pm

£23.99  minus £8,33 = £15.66