Has anyone had success with Shell Broadband Retentions?

edited 14 February 2022 at 11:08AM in Broadband & internet access
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42 Posts
10 Posts First Anniversary Name Dropper
edited 14 February 2022 at 11:08AM in Broadband & internet access

My Shell broadband contract ends next month. If I were a 'new' Shell customer, I could potentially earn £72 cashback from TCB plus a £65 Shell card for 18-month 68-72 Fibre. Considering the pre-rise monthly cost of £21.99, with the rewards it would work out at around £14.36 pm.

The best Shell could offer me was £21.99 pm, in other words zilch for staying with them. Now to start the switching process.


  • edited 14 February 2022 at 6:06PM
    Marvel1Marvel1 Forumite
    6.8K Posts
    Part of the Furniture 1,000 Posts Name Dropper
    edited 14 February 2022 at 6:06PM
    They never phoned me back, not that I care if they did though as I signed up with Vodafone for a £100 Amazon voucher - they are part of the automatic compensation scheme, Shell were not and I no home Internet for a week a few weeks ago.
  • elchaelcha Forumite
    2 Posts
    Eighth Anniversary First Post Combo Breaker

    I signed up for Shell broadband through the link on MSE, ensuring that there was a 14 day cooling off period. I received a confirmation email giving a phone number to call in the case that I wished to cancel. No method of cancelling by email was given, so when I subsequently decided to stay with my existing provider Plusnet, I called the number. After waiting 40 minutes for an agent, I was told that I had to speak to the ‘loyalty’ department. Having waited a further 20 minutes for an agent in this dept I was told that they could not cancel unless I told them who my existing provider was. After all this waiting I told them that I only wanted to cancel. The agent hung up on me. I then tried their online chat service, and after an extended period of waiting and online chat I was again told that the agent was unable to cancel and I would have to speak to the ‘retention’ department. By this time it was late, and next morning I received an email from Shell broadband saying that the router had been sent out to me. I once again called the number which had been given in the confirmation email, and finally I was able to cancel. However the router arrived and it was followed by an email with an attached digital return label. However I do not have a printer and the email came from a ‘do not reply’ address so the only way to contact them to get a return label was to once again call the general phone number with the long wait. I then received another email saying:

    We recently emailed you with a Tracked48 label, reminding you to return your router to us. In line with our terms & conditions, please return your existing router and accessories as soon as you can. If your router isn’t returned within 30 days, you may be charged the amount set out in our price list.

    It seems to me that Shell Broadband is shockingly badly organised with insufficiently trained agents. Avoid them at all costs!

  • StuieUK34StuieUK34 Forumite
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    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    not trolling, but Shell Energy (broadband) have super-seeded all others to become the WORST for support, worst for service, ....
    Just an observation.....
  • chuckie851chuckie851 Forumite
    23 Posts
    Part of the Furniture 10 Posts Combo Breaker
    I hope this isn't trolling either.  I tried to help a friend leave Shell and move to BT Home Essentials as she's on a low income.  She was worried about the early termination fee, and we spent over 45 minutes on the phone to them.  They refused to speak to me the previous day, even though I have authority to discuss her account. They quoted £68 for leaving 8 weeks early, when this should have been £13 (or £25 if they charge a disconnection fee).  They also promised a "much better" deal in May without saying what this would be.
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