Shell Broadband; Do Not honour 12 months contract and discount price of Money saving Expert.

neville_sonia

I contracted via this website for Shell Broadband on the 26th of March 2021 for "Ultrafast Fibre Plus 12" at £34.99/ month for a 12 months contract . They then setup my direct debit and arranged for the installation on the 15th of April. In the meanwhile I informed my current provider  to disconnect from the 16th of April.
On the 31st of march 2021, I received an Email from Shell at 21:59 stating "We’ve received a notification from your current provider to say that you’ve cancelled your switch to Shell Energy Broadband".
My current provider was NEVER contacted by Shell Broadband. Both my Current Provider and Shell have admitted that.

I have contacted  Shell customer support several times and they say that they did not have an engineer for the 15th of April, on making a further complain, I was told that BT (NOT MY current supplier) was contacted and that the service could be provided only in June. They recommended that I go for a lower speed broadband and upgrade it in June and put be to sales.

Today sales agreed to set me up for "   Ultrafast Fibre Plus" on a 18 months contract at £44.99/- on the 22nd of April.

Are they honouring the contracts of MoneySavingExperts? What has been your experience?
 

dprice8893

I'm in the process of changing from TT to Shell Energy. The process requires you to sign up to the new provider and there shouldn't be any requirement for you to notify your existing provider or do anything else. So far so good with my switch which completes tomorrow.

JJ_Egan

At a guess the BT bit would actually be Open Reach who provide the engineer and infrastructure .

neville_sonia

This was what I received:-
We’ve received a notification from your current provider to say that you’ve cancelled your switch to Shell Energy Broadband. As you’ve decided to stay with your current provider, your order for Ultrafast Fibre Plus 12 will be cancelled. 

Kevin_Blackstone

Broadband migrations are gainer-led, a mac code or notification is not needed. This means when you wish to migrate you just contact the new provider and the new provider does the rest by contacting your new provider on your behalf.Your existing provider may ask you to confirm this. The new provider will then transfer you over. So you have in fact cancelled the migration in the new suppliers eyes. So the new price is the full price on the Shell website.

brewerdave

I presume that Openreach refused the order because the product you had contracted for ,was not yet available from your exchange. 
"Ultrafast Fibre Plus 12" is a full FTTP product !!