Shell Broadband - All show but no go- Beware poor customer service

nicalcruiser

No doubt Shell will say that my situation is an exception but ... My contract with Talk Talk expired and despite trying to contact their customer services to discuss a new contract I got no response or the telephone call was cut off on connection. So, as MSE where stating Shell broadband to be a good offer contracted with them for 75 meg fibre at under £20.00 per month as per the deal stated. Change over took place on 08/04/22. speed test showed 20-25 meg down, 0.7 meg up nowhere near the 75meg package,or the 65 to 44 meg promise or the 35 meg expected speed buried in the small print. tried to discuss but customer service poor, web site states the obvious but is a maze if you want to do anything other than 'read what to do' info. Subsequently been advised of the first bill which is not based on the agreed monthly charge. Have tried to sort but despite getting through to customer services I have had no response. Strangley my Shell account web page is stating I am getting 40meg, which I am not  but I gather this is the service package Talk Talk, Shells provider, has bought into. No fault on line as advised by Openreach engineer. So please be wary of Shell they promise alot but deliver very little and as been stated numerous low cost does not always give value for money or a good service.

wongataa

How are you measuring the speed?  You need a device connected to the router via a cable when doing a speed test to rule out Wi-Fi issues.  What does the router say the connection speed is on the stats page when you log into it?