Shell energy broadband - any feedback from recent joiners ?

Life__Goes__On

James,
The speed drop was my choice, I went from TT 65 Mbps (I got about 60 Mbps)  to Shell Superfast Fibre 35 Mbps (I get about 36 Mbps) .
Only switched because of price, and I expect to switch again in a years time.

lyster101

I found this lengthy forum and several others on the topic of Shell's 'cease charge' and wanted to add my recent experience of exceptionally poor service.  I have now managed to change suppliers but it has taken two months.  I initiated the request to leave Shell at around the time of the increase in charges - my new provider should have picked up my supply three days into the higher rate tariff from Shell.  The short story is that Shell made it difficult for two providers to pick up my connection, commenting that there was an issue with my line which would need to be fixed before any transfer.  (I think I've seen other people comment similarly about Shell and no other providers seeing an issue with line quality.) The two prospective suppliers told me of an issue with Shell releasing my line but not with the line itself.  Eventually, Shell disconnected me instead of allowing another provide to pick up service.  With a mimimum of a fortnight before being supplied, I was required to WFH with a temporary mobile hotspot solution; I couldn't maintain a connection during the handover period. On installation, the engineer for the new provider informed me that he saw no issue with my line.  After billing me for another month of service, covering the disconnected period, I have received a last bill from Shell including a cease charge.  Oddly, it is for £12.50 and not £15 or £16.50 (which might have applied to the Superfast tariff).  I believe that my experience of the refusal of Shell to co-operate with the transfer to another provider is unlikely to be unique.  Being charged after having this period of disconnection, particularly when required to WFH, is the cherry on top.  I, too, would add Shell to my list of companies I won't deal with again.

Cullera

My service ceased on 4 December 2020, but they still send fresh bills and intend to extract more direct debit in March. They fail to adhere to their published code of ethics. Join them at your peril! Michael DYNE

Life__Goes__On

So far so good here, but very early days.
I've never had much of a problem no matter who I've been with, apart from being put on the Bad Boy Pipe with Plusnet 15+ years ago.

poundsNpence

lyster101 said:

I found this lengthy forum and several others on the topic of Shell's 'cease charge' and wanted to add my recent experience of exceptionally poor service.  I have now managed to change suppliers but it has taken two months.  I initiated the request to leave Shell at around the time of the increase in charges - my new provider should have picked up my supply three days into the higher rate tariff from Shell.  The short story is that Shell made it difficult for two providers to pick up my connection, commenting that there was an issue with my line which would need to be fixed before any transfer.  (I think I've seen other people comment similarly about Shell and no other providers seeing an issue with line quality.) The two prospective suppliers told me of an issue with Shell releasing my line but not with the line itself.  Eventually, Shell disconnected me instead of allowing another provide to pick up service.  With a mimimum of a fortnight before being supplied, I was required to WFH with a temporary mobile hotspot solution; I couldn't maintain a connection during the handover period. On installation, the engineer for the new provider informed me that he saw no issue with my line.  After billing me for another month of service, covering the disconnected period, I have received a last bill from Shell including a cease charge.  Oddly, it is for £12.50 and not £15 or £16.50 (which might have applied to the Superfast tariff).  I believe that my experience of the refusal of Shell to co-operate with the transfer to another provider is unlikely to be unique.  Being charged after having this period of disconnection, particularly when required to WFH, is the cherry on top.  I, too, would add Shell to my list of companies I won't deal with again.

Having initiated a switch away from Shell a few weeks back, I've just also heard from my supplier-to-be that they've "found a potential problem" with my line. This, along with Shell's insistence that they're going to charge the £15 cease fee despite my having joined via MSE, and it seemingly not being possible to actually speak to anyone at Shell about this is putting me in mind to cancel the direct debit as it's probably the only way to get their attention.

JJ_Egan

Cancelling the DD may well lead to credit record trashed and passed to debt recovery .

warmasice

I'm coming up to the end of my contract next month and I'm thinking about switching. There bills have always been higher than advertised despite the bill credit - they love adding VAT on too! 

Have anyone successfully renewed at a discounted price with Shell?

twopenny

This is depressing me.

PO Broadband who I've been with for years has just sent a letter to say they've sold out to Shell.

I don't want to be with them but seems I have no choice being mid contract and the alternatives don't inspire confidence for the future.

poundsNpence

JJ_Egan said:

Cancelling the DD may well lead to credit record trashed and passed to debt recovery .

Have now spoken to Shell, who say it's nothing they are doing that's causing the delay. My contract with them is now finished (and fully paid-up). Browsing the Plusnet site, I see that others have had a similar issue and it seems to be something to do with my phone line being owned by Sky and them being slow to release whatever information it is that PN need to complete the switch. Using my mobile data now as Shell was switched off this morning and PN unable to say when things will happen.

JJ_Egan

Sky don't own the line they rent it from Open Reach .

But yes sometimes an ISP is slow to release required information .