Shell energy broadband - any feedback from recent joiners ?

See_Em

@MSE_Chris
While you are talking to Shell Energy (I can confirm that they have no record of this agreement to waive the GBP15 cease fee, but agreed to do so if I had something in writing to show them), could you also clarify if the current MSE exclusive deal should exclude any new line 'engineer needed' fee of GBP 60?  I spoke to someone very helpful at Shell Energy who advised against transfering my current agreement to a new address (because it needs a new line) but instead to sign up for a new promotion (because the new line would be included) but its not ...
Thanks

MSE_Chris

See_Em said:

@MSE_Chris
While you are talking to Shell Energy (I can confirm that they have no record of this agreement to waive the GBP15 cease fee, but agreed to do so if I had something in writing to show them), could you also clarify if the current MSE exclusive deal should exclude any new line 'engineer needed' fee of GBP 60?  I spoke to someone very helpful at Shell Energy who advised against transfering my current agreement to a new address (because it needs a new line) but instead to sign up for a new promotion (because the new line would be included) but its not ...
Thanks

Hi See_Em,

As you're an existing Shell Energy Broadband customer who is currently moving house, it would be unwise on me to comment on specific circumstances as each user journey is different based on the postcode and address selected.

If it's auto adding £60 connection charge during the basket stage, there must be something in its database to suggest your new property doesn't have a line currently installed? Perhaps the new address has a Virgin line installed currently? I can't say for certain.

You may wish to speak again to the agent at Shell to get further clarification as it'll be in the best position to explain why it's auto adding this connection charge. 

As for cease charge, Shell have included this condition in it's new T&C's under the heading of the current deal. We're just getting clarification if we can say these new T&C's apply to all previous deals as well. This might help the agent you speak with at Shell as well.
You can find these here: 
https://www.shellenergy.co.uk/info/broadband/promotion/terms 


Again, we're asking Shell to cascade this info to it's customer service agents as it's only specific to MSE deals so they may not be fully aware of this arrangement.

I hope this is helpful,
MSE Chris

LikeaDream

Thanks Chris.

We appreciate your involvement.

mikcon

shell energy broadband deal at £14.99 net for first year 
hi

It may be I am the only one who misunderstood this but here’s my view.
I signed up to this deal this morning. My belief was that I would pay £24.99 per month but with the £120 cash return it would end up at £14.99 per month during first year. At the end of this period I would continue paying full rate of £24.99 per month.

However once you go to site it turns out to be £31.99 after first year.
Yes they have told me before I signed up but it just feels a little bit economical with the truth. With such a large price increase it’s clearly best to move again at end of year but prefer not to have to fight for £15.00 ‘quit fee’ which I assume is hidden in the T&C. 

It appears MSE spoke with them and they have given some assurances but  are not putting it in writing to us and I suspect I may still have to fight for it individually at end of contract.

MSE is normally very aware and clear about potential issues so I may not have all the facts 

JJ_Egan

Large increase at the end of any contract is not unusual .

£25 to £32 .

pallyman

The T&C do now state that there will not be a cease charge for people joining through MSE.

mikcon

Thanks Pallyman that is really good to know.

MiserlyMartin

See_Em said:

@MSE_Chris
While you are talking to Shell Energy (I can confirm that they have no record of this agreement to waive the GBP15 cease fee, but agreed to do so if I had something in writing to show them), could you also clarify if the current MSE exclusive deal should exclude any new line 'engineer needed' fee of GBP 60?  I spoke to someone very helpful at Shell Energy who advised against transfering my current agreement to a new address (because it needs a new line) but instead to sign up for a new promotion (because the new line would be included) but its not ...
Thanks

Here is is at https://www.shellenergy.co.uk/info/terms/broadband

Broadband Promotional Terms and ConditionsPolicy version: 5.1.13Policy date:18/08/202012am 18 August 2020 and 11.59pm 1 September 2020 (“Promotional Period”)account Customers signing up to Shell Energy Broadband(12month)products through money savingexpert.com will not receive a Cease Charge as set out in our Terms and Conditions and Price List if they leave outside their minimum contract period

I can't see how they can claim you have to pay £15. Its there is back and white

MiserlyMartin

I suggest people should save a copy of the pdf so that in a years time when dealing with Shell Customer Services robots you have something to quote from and send them if neccesary.

crey

MiserlyMartin said:

See_Em said:

@MSE_Chris
While you are talking to Shell Energy (I can confirm that they have no record of this agreement to waive the GBP15 cease fee, but agreed to do so if I had something in writing to show them), could you also clarify if the current MSE exclusive deal should exclude any new line 'engineer needed' fee of GBP 60?  I spoke to someone very helpful at Shell Energy who advised against transfering my current agreement to a new address (because it needs a new line) but instead to sign up for a new promotion (because the new line would be included) but its not ...
Thanks

Here is is at "I can't post links yet "

Broadband Promotional Terms and ConditionsPolicy version: 5.1.13Policy date:18/08/202012am 18 August 2020 and 11.59pm 1 September 2020 (“Promotional Period”)account Customers signing up to Shell Energy Broadband(12month)products through money savingexpert.com will not receive a Cease Charge as set out in our Terms and Conditions and Price List if they leave outside their minimum contract period

I can't see how they can claim you have to pay £15. Its there is back and white

Where exactly in the document does it state this? I can't find it despite saving it and searching the document. Has it dissapeared, or do I need new glasses )