Shell Broadband potential fake introductory offers

Investor67

I am posting to share my experiences with Shell broadband given they have many discounted broadband offers available at the moment and to warn people that those offers may not be as generous as they seem.

I signed up with them for a £20.99 18 month contract inclusive of VAT.

The set up and on boarding went smoothly and the broadband was up and running on time on 24 August. I received the first invoice on 5 September charging £25.95 for the deal inclusive of VAT.

I was annoyed to see this higher rate especially as I have not received a notice of a price increase and I signed up with Shell because of the £20.99 price.

Customer services told me there was a price increase on 1 September, 7 days after my contract started. They could not explain why I did not receive any notifice. I told them that I now have a right to terminate the contract without penalties and a complaint was submitted by customer services on my behalf.

I don't know if Shell are enticing new customers with discounted offers and then once the customer is on board they increase the price. I am suspicious though especially as I was not notified of a price increase. 

QrizB

What period does your invoice cover?

The first one is often higher as it covers more than a month.

Investor67

It is for one month. Customers services told me that the price had increased although the 18 month deal I applied for is still being advertised on their website. 

QrizB

Investor67 said:

It is for one month. Customers services told me that the price had increased although the 18 month deal I applied for is still being advertised on their website. 

OK, that's one option eliminated.

What does your contract say the price should be?

macman

Most broadband contracts are not fixed price, though a 20% hike is not explained by the allowed annual increase.

alpaco47

Has anyone tried the latest Shell Broadband Offer? Today the Amazon Gift Voucher has risen from £85 to £110. This seems to good to be true. Have spoken to Shell and they can't give any answers because apparently it is nothing to do with them, all they do is sign you up for their 3 month free offer. The voucher appears to be an offer of an e-gift card via a third party.  

Chloe_G

Hmm, my Shell broadband went up to £32, phoned up and reduced it to £17.99 but just noticed they billed me for £30.  Thought it might just be a hangover of the switchover period but their website seems to suggest they are going to bill me £30 next month.  However, their website doesn't actually seem to work.  I'm probably going to have to wait for the next bill and then begin the tortuous task of phoning them again.  They seem completely incompetent to me.

iniltous

Most ( if not all ) providers now have an annual price increase built into the contract that takes place on a particular date , obviously if Shell have picked 1st September as their date , then the £20.99 would increase, even if £20.99 was in place only for a few days , but it would be stated in the T&C’s if 1st September is the date , most providers have built in increases that are 3 to 4 % plus whatever inflation is , so that is something like a 11-15%  , giving an increase around a £3 extra per month ,
something to have in mind is if they charge postage for the router , or something for ‘connection’ it can increase the first bill , and as already stated are you sure the first bill is for exactly one month , it’s extremely unlikely that the date your service started,  aligned perfectly with the billing run , first bills rarely are for exactly one month

twopenny

Good warning though.
I was with the Post Office which sold out to Shell. I was worried because of their dreadful reviews but renewal last December remained at the old price.
I've not received any notice of a price rise - monthly notifications of payment stopped.
Will check bank statement tomorrow.

Grateful for the resurrection of this thread.