Shell energy broadband - any feedback from recent joiners ?

mohammed1111

LikeaDream said:

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. 

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

If you're happy with broadband that doesn't work, non existent customer service and long call queues then sHell broadband will be perfect!

I've had issues with my broadband for the past 5 months where the connection drops, ping spikes >8000ms when it's supposed to be <100ms! Speed issues where I get <0.5Mbps when they say I should be getting between 8-14Mbps, packet losses >10% done directly from the router. Yet they reckon there's nothing wrong.

They have been sent extensive evidence including tests done directly from the router and I have also used professional network monitoring tools to show the problem but their ill inform staff with no customer service skills continue to ignore it! They're clearly incompetent at fixing it!

Inigo_Montoya

just to add some balance ive been with shell BB for 18 months on the basic 11MB service & been happy with the quality of the BB connection
Also Ive just been sent an email saying the are not going to increase the price when the contract ends so they will still charge me £14.99 for line rental & BB which is almost the same price as the current best offer from plusnet which includes the discount of the £50 mastercard you have to claim 
I can see why people are annoyed by the £15 cease fee though as it definately is not made clear when you sign up

Rob_Wills

Renewal of Contract
Sadly Shell don't appear to want to retain exisiting customers;  they are quoting costs well above their existing offer to new customers and are therefore uncompetitive. #ripoff

JJ_Egan

You need to read the comments re £15  already posted in the Shell threads .

mohammed1111

Avoid sHell if you value your time and sanity

It's clear Shell Energy Broadband are pretty incompetent given my experience of them for the past 5 months + Their service is pretty much "computer says no" or they won't reply at all. 
I have had issues with my broadband including packet loss >20%, ping spikes >8000ms, speed issues getting <0.5Mbps when  guaranteed range is 8-14Mbps, which apparently they can't see on their end despite having provided them with extensive proof it's still "computer says no" and they won't believe me!

Then there's the "cease" charge in their terms and conditions but they actually charge you it for switching supplier, abit confusing and certainly not industry practice. If they have to rip customers off why not just call it a "switching" charge so people know they will get charged it when they switch??

There's no forgotting their constant 30+ mins call hold times and 60+ people Infront of you on webchat! 

The final straw, Shell's network team found a sync issue on my line causing constant errors and THEY wanted to arrange an openreach engineer, having agreed to pay the charges if it's a fault within my property the appointment was booked. When the engineer arrived a week later he couldn't find a line fault so Shell have charged me for an engineer call out because Openreach couldn't find the fault Shell network team found a week earlier. Absolute scammers!

What are your experiences of sHell Energy Broadband??

Folke_stone

Watch out for Shell Energy broadband as they charge a £15.00 cease charge when you move to another provider, even if you are out of contract.  Details are buried away in the terms and conditions and not mentioned in the welcome email which does state that “there are no hidden costs” so you might not notice until the end of your contract.  Did try to complain to Shell Energy but they just refer you to the legal contract, I guess they have a whole team on this as I suspect its not just me who gets caught out.  More disappointed in MSE as the cease charge should be mentioned in the comparison results as under-handed charges by providers is something you should be highlighting.  You can do better!

PeeSee

Thanks Chris. I've just emailed you. 

mohammed1111

Folke_stone said:

Watch out for Shell Energy broadband as they charge a £15.00 cease charge when you move to another provider, even if you are out of contract.  Details are buried away in the terms and conditions and not mentioned in the welcome email which does state that “there are no hidden costs” so you might not notice until the end of your contract.  Did try to complain to Shell Energy but they just refer you to the legal contract, I guess they have a whole team on this as I suspect its not just me who gets caught out.  More disappointed in MSE as the cease charge should be mentioned in the comparison results as under-handed charges by providers is something you should be highlighting.  You can do better!

I've referred that to trading standards, pretty sure you can't call a "supplier switching" charge a "cease" and expect a customer to pay it when that isn't what they did. A cease is canceling the line entirely, plus the new supplier does the legwork during the switch so it doesn't cost Shell anything anyway 

shammydodger

I've recently switched away from Shell Energy Broadband, having joined them via the MSE switching service in October 2019. I was a few days over my minimum contract, but they've still slapped a "cease" charge on my final bill. I'll wait till they've taken the final payment and then start the painful process of contacting them. I suspect I may be needing the assisting of Chris at MSE, going by previous comments.