Shell energy broadband - any feedback from recent joiners ?

stefan_p

Hello (today is Monday, 20-09-2020),
I joined 25 of August. I was supposed to go on line with Shell Broadband on Friday 18-09-2020, my current broadband with Virgin will end in 3 days. The Open Reach engineer who come on Friday 18-09-2020 deemed my current line unusable. He cut the cable at at the point it enters my flat from the cable-pole. Then the engineer reported he is not allowed to climb the pole to install a new line as the pole is labelled 'dangerous'. In his assessment an elevated platform was required.
I emailed Shell Broadband on Saturday the 19 Sept detailing my situation and received an automated reply.
I emailed Shell Again on Mon the 21 Sept and received the same reply. I called Shell on Mon 21 Sept (0330 0945801)  and requested a call- back. The call-back came within 15 min.
While talking to the Shell agent it surfaced that the Open Reach marked my appointment as 'missed'. There was no report provided form the engineer who visited. The Shell agent on the phone agreed to cancel my Shell Broadband due to a significant delay in providing service. I will have to extend my contract with Virgin (must have internet for work, unable to wait for Open Reach to connect a line) I am awaiting an email to confirm service cancellation.
It seems that the problem lies with Open Reach not Shell. Shell did the right thing (assuming they go ahead with the cancellation). Disappointing is that my two emails were not replied to but merely acknowledged. Will update on the course of events.

stefan_p

Tuesday 21-09-2020
Have not received the email that confirms cancellation yet. Called customer services (0330 0945801)  - an agent checked my account and confirmed that the cancellation is going ahead. He recommended to give it a couple of days for cancellation email to arrive.

Callaway18

I took out Shell Broadband in Dec 2019 via MSE, at the time there was a £75 cash back, via a link.  Which I did.  I have never received the £75.  I have contacted Shell, who have said I didn't go through this link, which I know I did.  Otherwise I would of taken out a deal with the Post Office, which was similar to Shell.  What can I do to prove I did it via MSE.  They asked me if I took a screen shot of the link page?  No, I didn't.  I didn't think I would need to...

Rob_Wills

Callaway18 said:

I took out Shell Broadband in Dec 2019 via MSE, at the time there was a £75 cash back, via a link.  Which I did.  I have never received the £75.  I have contacted Shell, who have said I didn't go through this link, which I know I did.  Otherwise I would of taken out a deal with the Post Office, which was similar to Shell.  What can I do to prove I did it via MSE.  They asked me if I took a screen shot of the link page?  No, I didn't.  I didn't think I would need to...

I took my contrct out early December 19 and the £75 was applied as a bill credit in March 20.  (See my earlier posts about how I was undercharged, pro rata for the months up to July and could have made a big saving had I reneged on the contract)

MiserlyMartin

Hi all. Had the Shell BB installed on 8th Sept. Had the first online bill.

They have billed me £17.51 for 3 call charges to a number 01400 679168.

9th Sept: call duration 01:02:28 £6.99

11th Sept call duration 01:32:02 £10.24

12th Sept call duration 00:00:03 £0.28

I don't use my line for calls, I only use it for BB. I have a mobile if I need to make calls. And 2 out of the 3 dates these calls were made I was at work at the times it says made, and nobody can get into my house but me!

Googling this number doesn't get any company but it is Area code Honington. Lincs I don't know anyone there and live hundreds of miles from Lincs. What can I do about phantom calls like this? (Is this how shell can do cheap BB?)

Fonque

Fonque said:

I signed up through MSE on the 10th August. I was given an activation date for the 24th. A router arrived and followed instructions on my Activation Date. 

The day after my 'Go Live' I received 2 identical emails from Plusnet indicating that the the transfer process has been cancelled (Home Phone - Cancellation stopped), although I have not given any such instruction for this to occur. I assumed in error that these were auto-generated and sent by mistake. I sent an email through the support section but have not heard anything.

It has only recently come to my attention that I am still being charged a monthly bill by Plusnet, for Line Rental and Unlimited Broadband Contract (£30.98) when my broadband is being supplied by Shell. Obviously I do not want to be paying two ISP's when I am only using Shell for the service.

Also, since the switch, my connection keeps dropping out intermittently for a few seconds several times an hour (Particularly if I'm streaming video). I've swapped out microfilters, changed cables, reset the network and reset the router to no avail. I suspect the cheap router is the culprit and I have been intending to buy my own anyway.

I have sent a complaint through to Shell via thier online complaint form but I am waiting on a reply. Due to Covid I suspect I may be waiting a while.

I have not been impressed with my Switchover so far. It has not gone smoothly.

I'm not sure if anyone will be interested but for the sake of completion I will add that I purchased a new router, something I was intending to do anyway, since I foresee that I'll always switch between providers for better deals. I also don't want to end up with a mountain of electrical waste, due to the cheap and rubbish routers that I'd end with.

In true MSE fashion the router was purchased for a reduced sum simply because the box had been opened. Since installation I have suffered no dropouts with my connection at all.

The only difficulty was obtaining the username and password from Shell so I could use the router, which took a 25 minute phone call to get through to a person.

Studley1970

My existing 1yr Shell Broadband is up shortly.

Has anyone renewed with them, if so - what did they offer ?

LikeaDream

I was sent the Ofcom required end of contract notification that tells you what the current price is, what the out of contract price is and what the best offer is for new customers (£21.99).  I was on a £16.99/m Fast broadband deal. The Shell Energy email said "The good news is that your service won’t change and your prices won’t automatically increase when your contract term ends." So, I'm still with Shell Energy on £16.99/m. I wasn't expecting the £5/m discount still to be offered, out of contract, but it is. So, as the service has been reliable I've stayed loyal to Shell Energy. Interested to see what your offer is.

superM

My contract is due ro end middle of next month so does that mean should I receive an email from Shell and when? 
I am currently paying £26.99.  I spoken to them last month and they could only offer me £27.99 plus £10 bill credit. 
He wasent interested for me to remain. 
Anyone had goof offers from Shell? 

LikeaDream

Shell sent me the End of contract notification titled "Important information about your broadband" 15 days before the end of contract. They're required by Ofcom to send that notification 10-40 days before your contract ends. So, based on my case you should get an email around 2 weeks before the end of contract to confirm what your out of contract price will be. If you're on Superfast Fibre the current new customer price is £23.99 but as prices do change it could be different in November and there may be a Black Friday deal on offer!