Help - Problem with new Phone/Broadband service from Shell

rsha

Hi All - My sister-in-law has just moved to a new flat and took out a new contract with Shel for phone line and broadband. She had to wait two weeks for them to send an engineer to do work and set it up. However, the broadband didn't work, she spoke to Shell who checked and found out the engineer was unable to complete the work. They called her back yesterday and said another engineer wouldn't be out until 29th March. She has to work from home and has no internet! I know Covid has caused problems issues for companies but this would be a month without even starting the service!
Is she liable to pay for the first month given she won't have had any phoneline or broadband? Also, does she have any rights to try and get an engineer out sooner or even to leave and go with another provider?
Would really appreciate any thoughts on this. 

james_smitha

She should count her self lucky, inverstigate getting the contract cancelled. Shell are a rubbish company, just look around the forum. They throttle the ADSL service, with Sky I got 9 meg with my router, Shell can only manage 5 meg but can't explain and deny throttleing. With the phone they only support some services like 1571, but not the exchange of BT text as in the exchangeing of sms text messages is not supported. They don't tell you which ones. BT text has been an option here for 15 years

rsha

thanks James_smitha I didnt realise they were that bad. I will get her to look at the contract.

JJ_Egan

<Is she liable to pay for the first month> Not until its setup .

( Also, does she have any rights to try and get an engineer out sooner) None at all , all she can do is chase the ISP .

( or even to leave and go with another provider?)

Basics here are that she just goes to the back of the queue for the same engineer .

INTERNET    mobile dongle until sorted .

rsha

Thanks JJ, pretty much what I thought - especially with the engineer!
Internet dongle or hotspot off her mobile. 

james_smitha

rsha  investigate mifi, better known as internet from mobile networks. For example a huawei E5783. You can get speeds to make fiber feel uncomfortable. Before signing any thing ask about in contract price rises

SaveMeDo

https://www.broadbandchecker.btwholesale.com/#/ADSL

See what is available to your phone number on the BT checker.

I was thinking of signing up with Shell, but after all the horror stories I've been reading on this website, I won't be.

The whole telecoms market is a shambles, I honestly don't know a safe ISP or mobile network at the moment.

JJ_Egan

Safe  in what way ??

Good CS  etc pay rather than go down the cheap route .

onomatopoeia99

SaveMeDo said:

https://www.broadbandchecker.btwholesale.com/#/ADSL

See what is available to your phone number on the BT checker.

I was thinking of signing up with Shell, but after all the horror stories I've been reading on this website, I won't be.

The whole telecoms market is a shambles, I honestly don't know a safe ISP or mobile network at the moment.

You can certainly get better ISPs than Shell, a few of which will usually be able to get an Openreach technician to your home next day.  You won't get that at Shell prices though.

The telecoms market is fine, there is choice and for those that are prepared to pay a sensible price for their connectivity quality services are available.  For those that aren't there are cheap and nasty options, which are the ones that get mentioned on here a lot.

pallyman

I have had BT ,Vodafone and Sky all bad for me,also had O2 who were great and now with Shell who except router needing restarting once or twice a week have been good.