Shell Energy Broadband outage

mermaidnwuk

I recently joined Shell Energy Broadband, going live on 7 September, 2020 via MSE Link and have received notification of a price increase from 11 January, 2021. 
Rather unexpectedly and very disappointingly, my broadband cutout on 30 December but the phone line continues to work.  I followed all of the troubleshooting suggestions in the brief manual (included in the router box) and was told to do them all again by the CS staff whilst he was on the phone.  Still no broadband signal and, on my suggestion, the CS has offered to send me a new microfilter before sending round an Openreach Engineer to my Tier 4, self-isolating home.  Not quite sure how that will happen.  I am still awaiting receipt of the microfilter (was being couriered!) and I am without broadband.
The only reason I changed to Shell was price.  None of my former ISPs have failed in service provision quite so early in my contract commencement.
Advice please.  Do I stay or leave?

Neil_Jones

Well if you're in the 30 day window after receiving news of the price increase you can leave anyway.  Tell them, pick somebody else and move away.

However if this is a fault with the line/exchange then it would have happened regardless of who you were with and Openreach would have had to get involved anyway.  No domestic supplier guarantees timescales/fixes/priority, particularly at this price point of the market. 

JJ_Egan

Next time buy on quality not cheap cheap .

mermaidnwuk

JJ_Egan said:

Next time buy on quality not cheap cheap .

I, like many others that joined MSE, work on recommendations and feedback.  The idea of MSE is moneysaving combined with  recommendation and feedback but thanks for your alternate advice.

mermaidnwuk

Just an update.  I have cancelled my contract with Shell Energy.  They are the only providers I have ever had whose broadband service has failed so soon after joining - September to December, 2020.

JJ_Egan

Did Shell allow you to cancel penalty free ?? not pay off contract .

Sorry with BB i don't believe in cheap services for reliability .

Marvel1

JJ_Egan said:

Next time buy on quality not cheap cheap .

Nothing wrong with cheapest.
Left virgin media as too expensive compared to other companies and other customers were paying less for more.
Joined Plusnet on an 18 month contract as they were the cheapest.
Contract ended, Post Office were cheapest for 12 months.
Over 36 months, not had any issues.

hermante

When I was with Shell the broadband would cut out every night at 9pm for about 2 minutes. I am now with another openreach provider and have not experienced this any more.

JJ_Egan

Shell are an Open Reach provider .

pallyman

Shell use Talk Talk

greyteam1959

And they all use the same piece of copper wire to deliver your service.