Considering moving to Shell Energy broadband

edwin1000

Bshop said:

I heard of Shell broadband vis the MSE website. Attracted by the cheap price, I have been with them for three weeks. It’s a truly awful broadband service. Connectivity drops entirely at least once a day. When you do get online, webpages are constantly buffering. My mobile cannot connect to the wi-fi at all. Contacting customer service involves a long wait followed by a promise of a callback. I have yet to have a conversation with an adviser. When I emailed them asking  to leave I was presented with a bill for a whole year’s service. It looks like my options are pay up and move or remain offline. 

You still using Shells router may pay you to upgrade to a better router of your own? May cost a bit but you can use it for any isp you use in the future?

shoppinglocal

Keep well away. Their business morals are unfair. I left them and had a refund due on the final bill which said "ths amount will be collected by Direct Debit on xxxxxx". I natrually assumed that thiis meant the refund would be sent to my bank account on that date. It did not arrive. After a long wait to get through to someone who took ages to understand the problem and had to refer elsewhere all the time it seems their policy is not to make a refund until you call to claim it - but they do not tell you that. I registered a formal complaint and was promised a call back from a manager to explain - which did not materialise. I wonder how much money belonging to of former Shell Energy Broadband are sitting on? How many people in the current crisis are unable to feed their children and would welcome the refund hey are entitled to? Sharp business practice in my view.  Avoid

james_smitha

keep away from Shell they knowingly throttle speeds, with Sky I used to 9mbs yet with Shell, same line same service less than 5 mbs

james_smitha

edwin1000   how do they explain explain expecting you to pay for a service that is not fit for purpose?

I've brought Shell energy broadband to the attention of The Sun News Paper on 18Th Feb . We shall see what happens

edwin1000

james_smitha said:

edwin1000   how do they explain explain expecting you to pay for a service that is not fit for purpose?

I've brought Shell energy broadband to the attention of The Sun News Paper on 18Th Feb . We shall see what happens

You sometimes have to faff around with your own router and settings .Most people keep the router they have been sent and just keep suffering with the poor connection. Shell are no different to most, the supply out of  the box is usually poor from most isps so you may have to tinker a bit to get a good  speeds .
 

james_smitha

edwin1000  Easy enough to use your own router with shell adsl. I sent an email asking for the password, in a day or two I have a very good cs person on my phone with the answer. I use an asus dsl-ac68u. I've changed some wifi setting that help mask the poor line speed. With Sky I got 9 meg, as soon as I moove to shell gets throttled by half for no reason on the same line

edwin1000

james_smitha said:

edwin1000  Easy enough to use your own router with shell adsl. I sent an email asking for the password, in a day or two I have a very good cs person on my phone with the answer. I use an asus dsl-ac68u. I've changed some wifi setting that help mask the poor line speed. With Sky I got 9 meg, as soon as I moove to shell gets throttled by half for no reason on the same line

You changed the dns to Google or Cloudfares? This solved many of my problems.Also  change wifi channel from the default.

pallyman

I do not think Shell throttle speeds,I am on the 35Mb and get 36 to39Mb,my only gripe is i have to restart the router 1 or 2 times a week but thats no biggie.Also i cannot get much more speed as my line says it can only do about 44Mb.

james_smitha

pallyman  you get 36 to 39mb, possibly the opposite of throttled, accelerated. That is truly amazing. Restarting the router like you say is not a big deal. I was with Sky before and had to do much the same. I'd value your input, I have the single band Technicolor router. I did keep the technicolor router in use for 4 days but the half speed did not change in that time.

Have a good one

james_smitha

edwin1000   you look to know your onions, so to speak. I use open DNS. I've attached a screen grab from the router and circled the data rate to show people what I refer to. In the interests of fairness as it is easy to do I'll give Google and Cloudfares a try. Many thanks