Shell energy broadband - any feedback from recent joiners ?

james_smitha

Don't touch Shell, I asked them via twitter if a letter sent to them and signed for 3 days ago had made any progress such as being asigned to an employee. They where told the full recorded delivery numberthen. They refused to answer, even when the content of the letter was not being mentioned. They where told that the letter included my account number

LikeaDream

Shell Energy Broadband final bill:

• £15 cease fee charged despite written agreement that the charge would be removed for MSE switchers completing the 12 month contract.

• Increase in monthly billing due to Jan 11 price rise despite notification within 30 days of rejection of price rise and the reason for switching via Ofcom's gaining provider led process.

• Double charging for service for 2 days after the switch had completed. 

Shell obviously have no effective process for managing or monitoring customer account billing or these compliance issues wouldn't arise.  The first complaint has resulted in nothing received in the 10 days allowed for refunds. Instead, Shell have taken a charge from my bank instead of paying back money they should have refunded. So, now comes the hassle and time wasting on a Shell Energy complaint.

Marvel1

Second bill received and and it's £22.99 (inc VAT), which is correct.

UnclePennybags

Hello All,

I can't find reference to the promotion on the Shell site after following the MSE link to the (current) promotion and after 24 hours my enquiry email to Customer "Services" hasn't been answered.  I found your MSE thread while researching the current featured promotion link for Shell Fibre Broadband: -

'£17.82' Effective monthly cost

This effective monthly cost is made up of:

• Costs added up:
  £21.99/mth Shell Energy Broadband line rental & broadband
• Rewards taken off:
  £50 bill credit from Shell Energy

With the total then spread over the contract

Ends 11.59pm Mon 24 May [2021 presumably]

Important! Your £50 bill credit will be automatically added to your account within 90 days of your service going live.

Questions please: 1) I sense from many of the posts here that Shell in this context may be unethical, unscrupulous and/or shady so with the benefit of your experiences, would you sign up for Shell Energy Broadband again?  and do you have to be on your guard at all times to ensue you're not caught out with things like unreasonable, small print charges or information black holes where you daren't assume you won't be shafted?

2) What is the quality of the service?  Eg. are there frustrating 'drops' or speed variation; do they strangle the data stream; etc.

I would appreciate any help in these regards and anything else relevant to help me (and others wavering) decide.

Rob_Wills

Question 1.  All ISPs have unethical practises, some worse than others.  There is an urgent need for reform but government fails to act and allows businesses, especially big ones, to do as they please.  MSE switching shows the total cost, any other charges imposed by the ISP are a breach of contract as they sanction the MSE instructions.

Q2.  I have been with Shell for almost 18 months and the reliability gets 9/10, only a few very short disruptions, a few seconds.  Customer services could be easier but yesterday the online chat from their website was quick; NEVER telephone as that is expensive and always use the option to send a transcript of the chat to your email at the end of the discussion.

Be aware of a scam telephone call asking for payment;  shell will send an email, they say they NEVER telephone for payments.

james_smitha

UnclePennybags  you ask about S-Hell's '2) What is the quality of the service?  Eg. are there frustrating 'drops' or speed variation; do they strangle the data stream; etc.'  Yes when I was with the previous provider I got 9 meg, with S-hell this halved for no reason that could be established. 

Look up MI-FI. I moved from ADSL. MI-FI is noticeably snappier, and cheaper, MI-FI on a 12 month contract £15 pcm for everything unlimited.

olip74

My experience of Shell Energy Broadband has been pretty positive. The service itself has been almost flawless with advertised speeds achieved, no throttling and the router seems to be OK at handling multiple traffic loads.

As for customer service, I haven't needed to contact them through the term so that has to be good, right? But I'm now anticipating having to wrangle about the cease charge as I move to another provider.

I would say though that my experience of customer service with any of the broadband providers I've had has been nothing short of diabolical. The worst by far though was BT who even managed to botch the installation by connecting my wire to the wrong bar and then failed to deliver the promised incentives, requiring numerous emails and threats of referral to the ombudsman. That is to say they're all as bad as each other, it's just a case of whether you get unlucky and need to contact them about something.

t0rt0ise

My go live day with this company is today, but they have yet to send the router. I have just had a chat with them on messenger and they confirm that go live is still today, by midnight and they will send the router asap. If they actually do take over the line then I should be able to use my current Plusnet router shouldn't I? But how? Anyone got idiot instructions for me presuming I can get the login ans pass code?

If I'd known beforehand that this outfit was just FU rebranded I'd have stayed clear but too late now.

pallyman

As olp74 Shell have been good for me, just done a speed test on wi fi and at the moment getting 36 download and 6.6 upload and have never had any throttling of speeds, just have to restart router once or twice a week which is a little annoying, When i had a problem about a billing issue emailed them and got a call from them 2 days later,I had more trouble with Vodafone,BT and Sky.

dprice8893

olip74 said:

My experience of Shell Energy Broadband has been pretty positive. The service itself has been almost flawless with advertised speeds achieved, no throttling and the router seems to be OK at handling multiple traffic loads.

As for customer service, I haven't needed to contact them through the term so that has to be good, right? But I'm now anticipating having to wrangle about the cease charge as I move to another provider.

I would say though that my experience of customer service with any of the broadband providers I've had has been nothing short of diabolical. The worst by far though was BT who even managed to botch the installation by connecting my wire to the wrong bar and then failed to deliver the promised incentives, requiring numerous emails and threats of referral to the ombudsman. That is to say they're all as bad as each other, it's just a case of whether you get unlucky and need to contact them about something.

Exactly my experience so far after moving from TT.