Unexpected Shell Broadband Price Rises for ex-Post Office Customers

Myoriginalaccountvanished

Hi,

The MSE story "Shell Energy to hike broadband and call costs from September" on 22nd July  confirms what I have been told by Shell.

But I am baffled!  

I signed up for an 18 month contract (around a year to go yet) with the statement that: 

"Fixed Price Broadband, Guaranteed: If you have broadband with us, we’re one of the few providers who guarantee your broadband monthly rental price for the length of your contract so you can stay in control of your spending."

Now it's going up!  This not just the call costs, which can go up, but the monthly rental price.  I know Shell have taken over from the PO but how can they do this?  Surely a contract is just that?

An I missing something here?

-Michael

QrizB

Myoriginalaccountvanished said:

The MSE story "Shell Energy to hike broadband and call costs from September" on 22nd July  confirms what I have been told by Shell.

This story:
https://www.moneysavingexpert.com/news/2022/07/Shell-Energy-to-hike-broadband-and-call-costs-from-september/

But I am baffled!  

...  Surely a contract is just that?

Yes, and the article says you will probably be able to leave the contract without penalty if you wish.

If you want to insist on Specific Performance, you might have a bit of a fight on your hands.

pinkladyvenus

I would take it to the ombudsman https://www.ombudsman-services.org/

Grumpy_chap

Myoriginalaccountvanished said:

Hi,

The MSE story "Shell Energy to hike broadband and call costs from September" on 22nd July  confirms what I have been told by Shell.

But I am baffled!  

I signed up for an 18 month contract (around a year to go yet) with the statement that: 

"Fixed Price Broadband, Guaranteed: If you have broadband with us, we’re one of the few providers who guarantee your broadband monthly rental price for the length of your contract so you can stay in control of your spending."

Now it's going up!  This not just the call costs, which can go up, but the monthly rental price.  I know Shell have taken over from the PO but how can they do this?  Surely a contract is just that?

An I missing something here?

-Michael

These things are all wrong IMO. 

Broadband, TV, mobile, energy (though that last one no longer applies) etc contracts - you sign up for a 12, 18, 24 month deal at a competitive rate and then the supplier can unilaterally increase the rates.  

Doubly wrong because these suppliers are not immediately impacted by changes in market as when the offer is promoted at £x per month, the supplier has forward-purchased the cost-elements to fix the rate.

If the supplier can do this, it should work in reverse, so the consumer can unilaterally just start paying less.  Obviously, that would create an absurd yo-yo effect if both sides could unilaterally change the price however they saw fit.

Occasionally, it is possible to push-back.  I did with my security alarm last year - the letter in April arrived saying "inflation increase 6%" so I e-mailed and said "thanks, but you say the only reason is inflation, but this data says inflation is 2%, so I'll pay last year plus 2% which is £x - please accept the direct debit accordingly".  I was really surprised when that actually worked.

Myoriginalaccountvanished

pinkladyvenus said:

I would take it to the ombudsman ...

The problem with arguing about it is that in the months it would take to resolve, they've cut off your phone and internet. 

If only I could arbitrarily decide that Shell owed me £1,000,047 as part of our 'agreement'.

jbuchanangb

Somewhere in the small print it will say that if they notify you that the rate is going up, you can then switch to another provider without paying the early termination fees.

Myoriginalaccountvanished

jbuchanangb said:

Somewhere in the small print it will say that if they notify you that the rate is going up, you can then switch to another provider without paying the early termination fees.

Not that I can find.  Only the large print guaranteeing it won't change.

Chloe_G

I've taken my eye off the ball with the changes for a PO to Shell customer and I am baffled by their bills.  I read somewhere you can get discounts on Shell fuel if you a broadband customer - does anyone know how??  Thanks.