Shell energy broadband - any feedback from recent joiners ?

cultsmill

I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.

mohammed1111

It's clear Shell are still trying it on with the cease charge, if you signed up via Money Saving Expert refer them to 

Broadband Promotional Terms and Conditions
Policy version: 5.1.16

Policy date: 16/09/2020

Where it states 
Customers signing up to Shell Energy Broadband (12 month) products through moneysavingexpect.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.

mohammed1111

cultsmill said:

I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.

It's clear Shell are still trying it on with the cease charge, if you signed up via Money Saving Expert refer them to 

Broadband Promotional Terms and Conditions
Policy version: 5.1.16

Policy date: 16/09/2020

Where it states 
Customers signing up to Shell Energy Broadband (12 month) products through moneysavingexpect.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.

mohammed1111

LindsayT said:

superM said:

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? 

I would say, last month was too early to speak to them and don't give up after one phone call. The chances are, you will get someone different each time you phone and may get a different outcome from someone else.

There's decent offers on money saving expert with other providers who have better customer service

mohammed1111

MSE_Chris said:

PeeSee said:

Hello all. Despite MSE_Chris's helpful reassurances about Shell Energy Broadband waiving the £15 cease fee for all 12 month £75 bill credit contacts taken out via MSE, Shell is still applying the charge and refusing to remove it when challenged with MSE_Chris's statement. I joined Shell in Oct 2019 and am leaving now and they won't budge on the £15 charge. Anyone had any luck in getting it waived? Thanks.

Hi there,

If you signed up through one of our offers at the time, you shouldn't be charged this £15 cease charge.

So I can look into this further for you, please do email me your details (Name, address and deal you signed up to) at voucherhelp@moneysavingexpert.com with 'FAO MSE Chris' in the subject, I will be able to raise this with Shell Energy.

Many thanks,
MSE Chris

It's clear Shell are still trying it on with the cease charge, if you signed up via Money Saving Expert refer them to 

Broadband Promotional Terms and Conditions
Policy version: 5.1.16

Policy date: 16/09/2020

Where it states 
Customers signing up to Shell Energy Broadband (12 month) products through moneysavingexpect.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.

mohammed1111

Fonque said:

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.

I had the same result, despite having the so called "premium router Technicolor dwa0120" from Shell, after replacing it with my own the ping dropped from mid 20s to 14/15ms and connection is more stable (but unfortunately still not right with packet losses) 

mohammed1111

MSE_Chris said:

chrissy456 said:

It's very unfair that Shell didn't mention  the cease charge on signing up and now its being applied for moving supplier after my contract has ended.

Hi chrissy456,

I'm keen to know if you applied originally via MoneySavingExpert?
Thanks,

MSE Chris

It's not normal industry practice and I very much doubt they got a leg to stand on considering their terms and conditions calls it a "cease" charge so if you're actually "switching" / "transferring" to another provider then how can they justify a cease charge 

mohammed1111

MiserlyMartin said:

Sorry yes that was my fault, I posted the wrong URL. Sorry for confusing you

The relevant bits:

Broadband Promotional Terms and Conditions
Policy version: 5.1.16

Policy date: 16/09/2020

Where it states 
Customers signing up to Shell Energy Broadband (12 month) products through moneysavingexpect.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.

mohammed1111

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

It's clear Shell are still trying it on with the cease charge, if you signed up via Money Saving Expert refer them to 

Broadband Promotional Terms and Conditions
Policy version: 5.1.16

Policy date: 16/09/2020

Where it states 
Customers signing up to Shell Energy Broadband (12 month) products through moneysavingexpect.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.

mohammed1111

crey said:

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 )

It's clear Shell are still trying it on with the cease charge, if you signed up via Money Saving Expert refer them to 

Broadband Promotional Terms and Conditions
Policy version: 5.1.16

Policy date: 16/09/2020

Where it states 
Customers signing up to Shell Energy Broadband (12 month) products through moneysavingexpect.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.