Shell energy broadband - any feedback from recent joiners ?

iMacThere4iAm

Anyone having trouble with Broadband Genie? I started a switch to Shell via the previous MSE deal (22 January, with £100 Amazon voucher instead of bill credit) and it hasn't tracked for the voucher. When I tried to fill in the form as directed by Broadband Genie, it won't submit due to what looks like a website bug (error message reads "type not valid"). 

Rob_Wills

I switched at 0835 through MSE from the basic Shell broadband to the "Superfast Fibre" deal detailed on MSE webpage with an "Effective Monthly Cost" of £14.66 made up of  £22.99 monthly d/d line rental and broadband and  £100 bill credit automatically added to the account within 90 days.  
My old service disconnected at 0845, the new one connected at 0854 hours.
Speeds currently 36.9 and 7.5 Mbps.
@MSE_Chris

mortgagewoes

I think there may be a problem with the click through from MSE to Shell. This morning I tired to sign up from the MSE broadband comparison tool, and while the tool showed me the £25.99 (less the 77.97):

When I ended up on the Shell website, I was given a £36.99 price:

I'm pretty sure that I am on the right page on the Shell site, as I see the promotion T&Cs link at the bottom, and it links to the page referencing MSE:
https://www.shellenergy.co.uk/info/broadband/promotion/terms
Any idea what's up? @MSE_Chris maybe has some ideas if there's something broken?
If it helps, I tried in an incognito window (i.e. no cache/cookies) and got the same result.
Thanks

JJ_Egan

Why not contact MSE ??

MSE_Chris

mortgagewoes said:

I think there may be a problem with the click through from MSE to Shell. This morning I tired to sign up from the MSE broadband comparison tool, and while the tool showed me the £25.99 (less the 77.97):

When I ended up on the Shell website, I was given a £36.99 price:

I'm pretty sure that I am on the right page on the Shell site, as I see the promotion T&Cs link at the bottom, and it links to the page referencing MSE:
https://www.shellenergy.co.uk/info/broadband/promotion/terms
Any idea what's up? @MSE_Chris maybe has some ideas if there's something broken?
If it helps, I tried in an incognito window (i.e. no cache/cookies) and got the same result.
Thanks

Hi there,
Thanks for flagging this and we're looking into it now as a priority. As the fix needs to be done by Shell, we can't yet say how long it'll take but I'll message again here once they've amended.

What's shown in our Unbundled tool is valid until Mon 15 Feb.

Thanks again for flagging,
MSE Chris

MSE_Chris

mortgagewoes said:

I think there may be a problem with the click through from MSE to Shell. This morning I tired to sign up from the MSE broadband comparison tool, and while the tool showed me the £25.99 (less the 77.97):
When I ended up on the Shell website, I was given a £36.99 price:
I'm pretty sure that I am on the right page on the Shell site, as I see the promotion T&Cs link at the bottom, and it links to the page referencing MSE:
https://www.shellenergy.co.uk/info/broadband/promotion/terms
Any idea what's up? @MSE_Chris maybe has some ideas if there's something broken?
If it helps, I tried in an incognito window (i.e. no cache/cookies) and got the same result.
Thanks

Hi again mortgagewoes,

I'm just letting you know that Shell have now appeared the pricing error on their page. It now states correctly £25.99 as per our site. you can get back to the deal here:

https://www.moneysavingexpert.com/broadband-and-tv/cheap-broadband/#fastfibre

Thanks again for flagging this to us.
MSE Chris

phouse

My first bill has just come through. Their quoted prices EXCLUDE VAT, so thats an additional 20% on top of what you're first quoted. Has MSE taken this into account?

MSE_Chris

phouse said:

My first bill has just come through. Their quoted prices EXCLUDE VAT, so thats an additional 20% on top of what you're first quoted. Has MSE taken this into account?

Hi phouse,

All prices we quote on our end include VAT.

Shell appear to structure their bills like an energy bill, in that charges are laid out Ex-VAT, with VAT added on as a seperate line towards the end of your bill.

There's a chance your first bill may be more based on when you joined and Shell's billing cycle, as you could be billed for one month + X number of additional days. More info on that here: https://help.shellenergy.co.uk/hc/en-us/articles/360001044418-Why-is-my-first-bill-higher-than-I-expected

I hope this helps explain.

MSE Chris

mortgagewoes

MSE_Chris said:

mortgagewoes said:

I think there may be a problem with the click through from MSE to Shell. This morning I tired to sign up from the MSE broadband comparison tool, and while the tool showed me the £25.99 (less the 77.97):
When I ended up on the Shell website, I was given a £36.99 price:
I'm pretty sure that I am on the right page on the Shell site, as I see the promotion T&Cs link at the bottom, and it links to the page referencing MSE:
https://www.shellenergy.co.uk/info/broadband/promotion/terms
Any idea what's up? @MSE_Chris maybe has some ideas if there's something broken?
If it helps, I tried in an incognito window (i.e. no cache/cookies) and got the same result.
Thanks

Hi again mortgagewoes,

I'm just letting you know that Shell have now appeared the pricing error on their page. It now states correctly £25.99 as per our site. you can get back to the deal here:

https://www.moneysavingexpert.com/broadband-and-tv/cheap-broadband/#fastfibre

Thanks again for flagging this to us.
MSE Chris

Thanks for sorting this so quickly.
I can confirm that the link from the broadband checker is now fixed - and I've successfully signed up there for the 25.99 deal.
However, there's still one link that's broken on the deals page, this one:

The other one (in "HOW IT WORKS") works - but this one highlighted above must have a different affiliate parameter or something - it links to here:

Thanks again for sorting this so quickly!

Sanibel

We signed up for the super fast fibre service. It is consistently super SLOW. We are based in an area which does not have internet delivery issues. After giving them the 10 days they requested to settle the delivery of the speeds, we have battled for 3 months to be released penalty free from their contract. We are now making a formal complaint to the Communications Ombudsman. Shell Energy Broadband are not signed into the Ofcom Voluntary code to guarantee speeds. There is a good reason for this as they cannot deliver them and they don't want to enable customer to be released from contracts penalty free.  Avoid this company, the stress and poor service are simply not worth any cheap deals. I am astonished MSE would promote them in any way.