Shell energy broadband - any feedback from recent joiners ?

See_Em

I'm an existing customer - signed up for fast broadband in August 2019. I need to move house and have had some extended calls this week with Shell Broadband customer service re options including: cease charges, moving the account and the fact that it will cost GBP60 for a new line at the new address.  I was advised yesterday (by Shell expert on Martin Lewis promotions) that I could sign up for a new MSE promotion for my new address as there would be no connection fee and free line installation. However, when I follow the deal link from MSE page I am getting the GBP60 added to the bill.  

Does anyone know if the 35Mb fibre should come with free line / no connection fees?

CoastingHatbox

Just an update here. The broadband has been working pretty flawlessly. After the first bill of ~£29, I've had two subsequent bills of £23.99 and I've just recently received an email to say the £100 credit will be applied to the account ahead of the next bill. All in all quite happy, despite the troubles at the start. Very pleased that, with the order being re-submitted several times, the credit was not lost.

Norman_Castle

danlightbulb said:

Can any recent sign ups to the 35Mb or 75Mb fibre packages tell me what the routers are like? Do they have a 5Ghz channel?

Also it looks like they want to charge me £60 for an engineer visit to install a new line. I already have a BT line but its just not been used since I had Virgin Media for 10 years. Can't they just activate this line remotely?

 

Routers fine. Auto 5Ghz which I think means it connects via 5Ghz automatically where possible.

Try plugging a phone into your current line to see if there's a dial tone.

PWEM

planetdek said:

Just applying for this as my current provider NowTV cannot compete 'Cheapest fast b'band & line. Apply via this Shell link by 24 Aug and it's £24.99/mth, plus you get an AUTO £120 bill credit within 3mths. So it's a total £179.88 outlay over the 1yr contract, equiv £14.99/mth' 
I get to the checkout and Shell say I cannot keep my landline number and will be issued with a new one?
Anyone any ideas why they cannot take it over , its been with a fair few providers over the years! 

Choose Sky as your current provider.
I received an email from NowTV to notify me the phone number transfer 30 minutes after I applied.
Then the following day, I got the email from Shell to confirm the new service will be provided on my current number (i.e. keeping the same landline number).
The whole process was very efficient.

moonpenny

PWEM said:

Choose Sky as your current provider.
I received an email from NowTV to notify me the phone number transfer 30 minutes after I applied.
Then the following day, I got the email from Shell to confirm the new service will be provided on my current number (i.e. keeping the same landline number).
The whole process was very efficient.

I have the same problem - Now broadband plus anytime calls and do not want to change my phone number.

I don't  understand why you say "choose Sky as current provider" when "Now" is the provider. How would that work when the new provider contacts the present one about changeover?

LikeaDream

MSE_Chris said on 17 September 2019:
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

Hi Chris

Just had an email from Alexander of Shell Energy telling us that they will NOT waive the £15 cease fee for us MSE switchers should we choose to switch after we've paid for the 12 month contract that for us ends on 19 September 2020.  The MSE effective monthly cost is distorted by this exit fee.  I think MSE must take this Shell Energy exit fee into the broadband cost calculations.

Alexander hasn't replied to the question of whether Shell Energy are going to offer us vulnerable customers renewal on the same terms as offered to their new customers.  On the basis of contract information we anticipate paying the forecast £21.99 instead of the new customer standard price of £19.99 for an 18 month contract. Waiting for the end of contract notification to find out what their vulnerable customer pricing policy is going to be. 

LikeaDream

@chrissy456

I see you mention trying to get help in relation to Shell Energy not keeping to their word not to apply a £15 cease fee to MSE switchers taking up a Shell Broadband offer around this time last year.  Do you have any tips on who in Shell Energy to contact / who agreed not to apply a £15 cease fee should we switch again after completing the 12 months of payments for Shell Broadband?  Customer Service stance is: T&C's: we switch, we pay.

@MSE_Chris

Are you chasing up Shell Energy to honour the agreement on behalf of MSE switchers not to apply a £15 cease fee if we switch after we've paid for their initial 12 month contract?  Are MSE doing something about adding this cease fee into the broadband cost calculations to make it totally clear to customers that the total broadband cost factors in: setup fees, monthly fees and cease fees as well as any guaranteed bill credit or cashback?

JJ_Egan

Why don't you contact MSE via the contact us link ??

LikeaDream

JJ_Egan said:

Why don't you contact MSE via the contact us link ??

Because "MoneySavingExpert.com is used by millions of users each month, so it isn't possible for Martin or ourselves to respond to individual queries and give advice based on your own personal circumstances."

But if MSE switchers aren't collectively helped by MSE_Chris and this forum then your advice will be followed.

MSE_Chris

LikeaDream said:

@chrissy456

I see you mention trying to get help in relation to Shell Energy not keeping to their word not to apply a £15 cease fee to MSE switchers taking up a Shell Broadband offer around this time last year.  Do you have any tips on who in Shell Energy to contact / who agreed not to apply a £15 cease fee should we switch again after completing the 12 months of payments for Shell Broadband?  Customer Service stance is: T&C's: we switch, we pay.

@MSE_Chris

Are you chasing up Shell Energy to honour the agreement on behalf of MSE switchers not to apply a £15 cease fee if we switch after we've paid for their initial 12 month contract?  Are MSE doing something about adding this cease fee into the broadband cost calculations to make it totally clear to customers that the total broadband cost factors in: setup fees, monthly fees and cease fees as well as any guaranteed bill credit or cashback?

Hi LikeaDream,

Thanks for raising this again with me and as mentioned before in a previous post, I've got all the reassurances from Shell Energy Broadband that for customers who switched through MSE won't be charged the cease charge upon leaving. At this stage, no customer has approached us with a bill where the cease charge has been applied. For that reason, I believe this to be agent error at the moment until a user approaches us with evidence stating otherwise.

It's frustrating to us that agents at Shell are still not advising our users correctly on this, but like I said, we've got the reassurances from Shell directly that this cease charge won't apply to those leaving out-of-contract.

I'll message Shell Energy again now asking it to cascade the information to its agents.

Thanks,
MSE Chris