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Shell Broadband lack of internet service. can I cancel without penalty?
tuvoc
Posts: 2 Newbie
in Phones & TV
I have just changed my phone and broadband provider to Shell Energy (using the link on this website) from the Post Office who I have been with for many years and have never experienced any problems with.
My start date was the 5th January and I connected my Shell router on Wednesday 6th as instructed. It was fine at first then the next day I got up to find no internet connection.
I contacted Shell via webchat and followed their instructions but with no luck, then as the person I was talking to was just about to book a new master socket to be fitted by Openreach I accidentally pressed the WPS button and the internet started to work. It continued to work the rest of that day and the following day but then I got up on Saturday morning and the internet was off again (router was synchronising). We have not had any internet service since, and today is 12th January (7 days since our service began). I have contacted shell numerous times and completed the tasks they asked of me to get it running with out any luck. The last Email to me said that we would have to have a new master socket as nothing else had worked.,
Can anyone give me a good reason why I have to have a new master socket when the only thing that has changed is the router? The post office router was working fine and never had an issue. The Shell router is in exactly the same position as the Post Office router was. Surely the problem is the Shell router?
I am very wary of having anyone come into our home at the moment with the Covid -19 situation, especially as there is nothing wrong with the master socket, (it worked perfectly with the Post Office router) so I would also like to know if I can cancel my contract with Shell and pay no penalty as I have only been a customer for 7 days and have only had working internet from them for 2.5 days?
My start date was the 5th January and I connected my Shell router on Wednesday 6th as instructed. It was fine at first then the next day I got up to find no internet connection.
I contacted Shell via webchat and followed their instructions but with no luck, then as the person I was talking to was just about to book a new master socket to be fitted by Openreach I accidentally pressed the WPS button and the internet started to work. It continued to work the rest of that day and the following day but then I got up on Saturday morning and the internet was off again (router was synchronising). We have not had any internet service since, and today is 12th January (7 days since our service began). I have contacted shell numerous times and completed the tasks they asked of me to get it running with out any luck. The last Email to me said that we would have to have a new master socket as nothing else had worked.,
Can anyone give me a good reason why I have to have a new master socket when the only thing that has changed is the router? The post office router was working fine and never had an issue. The Shell router is in exactly the same position as the Post Office router was. Surely the problem is the Shell router?
I am very wary of having anyone come into our home at the moment with the Covid -19 situation, especially as there is nothing wrong with the master socket, (it worked perfectly with the Post Office router) so I would also like to know if I can cancel my contract with Shell and pay no penalty as I have only been a customer for 7 days and have only had working internet from them for 2.5 days?
0
Comments
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They are working through their list of possible causes.
But yes, if you have only been with them for 7 days you can cancel (note the 14 days is from the day the switch was initiated)...Switching broadband providersOnce your switch is initiated, you have a 14 day cooling off period in which to cancel without penalty.
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