Shell energy broadband - any feedback from recent joiners ?

vicker

Was supposed to go live Monday. Tuesday, live help are no help. Wednesday a phone call has them apologising and telling me Openreach will respond in the next 48 hours. Not switch it on, just respond...

Not good enough at all. Wish I'd never switched to them.

amsterdamgroove

Is there any way to use one's own router with Shell Energy Broadband? The router that they give you is pretty lousy but I have not been able to find any of the details I'll need to set it all up with my own router. Has anybody managed to use a different router than the one that Shell Energy sends you? Many thanks!

happy_prime

amsterdamgroove wrote: »

Is there any way to use one's own router with Shell Energy Broadband? The router that they give you is pretty lousy but I have not been able to find any of the details I'll need to set it all up with my own router. Has anybody managed to use a different router than the one that Shell Energy sends you? Many thanks!

Hi yes I'm currently doing this. You just need to contact them for the user id and password to use as they don't send it out with their router. Hope this helps.

starM

amsterdamgroove. When you rang did you say to them that you need the details to connect with another router?

Also is the speed like?

My connection date is tomorrow.

Thanks

happy_prime

starM wrote: »

amsterdamgroove. When you rang did you say to them that you need the details to connect with another router?

Also is the speed like?

My connection date is tomorrow.

Thanks

Hi. Me again. Yes I just told them I already had a good modem and just needed the user id and password. (Apparently their own modem that they send out automatically does the login.) They were very helpful and would have done this over email but of course there is a delay doing it that way. Speed is currently: DownStream Connection Speed 2848 kbps UpStream Connection Speed 864 kbps. Which is good for me. Again hope this helps.

amsterdamgroove

starM wrote: »

amsterdamgroove. When you rang did you say to them that you need the details to connect with another router?

Also is the speed like?

My connection date is tomorrow.

Thanks

Something really odd happened. I've got a BT Smart Hub 6 which I was using with PlusNet. When I got home this evening the SH was still ON and my iPhone connected to WiFi as I entered my flat. I am certain that I am now getting broadband from Shell Energy.

To summarise, switched from Plusnet ADSL to ShellEnergy Fibre. Switch happened while I was away and I am now getting fibre broadband from Shell. I never touched the router nor altered any settings. I can't explain this. The Shell Energy router is still in the box.

Speed is great and as they said I would get - 35 Mbps.

I can't make sense of the old router/settings with new ISP.

radiccio

I have just signed up to this deal, but instead of £16.99, it's £21.99 with a £5 monthly discount.

Is this discount still applied after the 12 month minimum term?

And can you confirm that everyone who signs up for this deal won't be charged the £15 Cease charge if we decide to switch suppliers after 12 months? Is this charge even legal?

[Deleted User]

radiccio wrote: »

I have just signed up to this deal, but instead of £16.99, it's £21.99 with a £5 monthly discount.

Is this discount still applied after the 12 month minimum term?

And can you confirm that everyone who signs up for this deal won't be charged the £15 Cease charge if we decide to switch suppliers after 12 months? Is this charge even legal?

It's a discount, of course it won't apply after the end of minimum term otherwise they wouldn't have a minimum term.

A cease charge is only applicable if the line is being turned off, not if changing supplier.

Edit: not entirely true about minimum term of course

radiccio

Thanks for clarifying re: Cease charge. It's the first I have heard of such a charge after the minimum period has ended.

Wisefool

So my superfast service went live today. Feeback so far:
1. Learned there are no parental controls AT ALL provided with Shell Energy (SE) Broadband. Bit if a shock that one and the first time I've ever had that problem. SE offer no help whatsoever with this, they simply say third party solutions are available and don't reply to emails asking about cancellation options. I emailed MSE yesterday to suggest this is a significant issue and they ought to highlight this issue in the offer FAQs to protect our little ones. Ignoring this to keep the comission flowing would IMHO be unethical. Come-on Martin, fix this quickly :money:Update at 23/11/19 STILL NO RESPONSE FROM MSE! Update 1/12/19: Still not reply from MSE. Clearly making money from referrals is more important than warning warning parents that their young ones will be exposed to pornography, gambling etc. Shell Energy responded (13 days to reply). They chose to ignore and not to respond to "no parental controls", and simply state that to cancel the service would cost a penalty fee of £210.35!!! (and take 30 days)

2. Like others with a Vodafone router, I have found my service switched without obvious interuption, and it currently works with the Vodafone router (this is handy as it saves having to redo all our wifi passwords). Seems very odd this as I've not put the Shell userid and password yet (which are available only by phone.. with a long wait of course!).(Update 23/11/19 appears impossible to input the username and password. More IPs are blockijg this to prevent use of their routers on other ISP services) My guess is that when the router restarts it will stop working until I input that data. Update 23/11 still working! SE offer no written or verbal guidance at all to help with SE unique router settings. This is a first as other ISPs helpfully provide this.
3. Speed now is 51Mb/s, but is still in the settling down period.