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shell energy broadband

Do not sign up with Shell Energy Broadband.

I am absolutely appauled with Shell Broadband customer service. I am on an 18 month contract with them ending Jan 2023 and so far they have overcharged me, entered me on a new 18 month contract without my consent or knowledge yet each time I raise the issue with them it doesn't get resolved. I only know about this because I enquired about the exact end date of the contract only to be told it was sometime late 2023? 3 phone calls later with a 40 min wait each time, Customer Service staff said they would escalate the query but they never get back to me; then I get an email saying the complaint is closed. I don't know where I stand now. Doen anyone have similar a experience?


  • bob_a_builder
    Too late for me - just moved to them end of Nov

    Sorry about your issue , but thanks for the heads up  - forewarned is forearmed !
  • Grandad2b
    Wow! I was seriously considering them. Thanks for the warning!
  • Marvel1
    Marvel1 Posts: 7,188 Forumite
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    Been fine for me when I was with them and left early in the year when contract ended.
  • pallyman
    pallyman Posts: 341 Forumite
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    I got better speeds with shell than i do with BT ? ,but the return of the router  was another matter.
  • iniltous
    iniltous Posts: 3,137 Forumite
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    edited 31 December 2022 at 1:12AM
    Shell use exactly the same ‘equipment’ as BT, after all the network and equipment is provided by Openreach regardless of the ISP , so any improvement is likely to be minimal due to the ‘quality’ of the router , and TBH , the BT hub is regarded as a decent one , or alternatively some line defect was inadvertently remedied by the change to a different ISP.

    Obviously if someone had a line capable of ( for example ) 70Mb and was purchasing the upto 80Mb package with a new provider , comparing it to the 40 Mb package they were buying from their previous ISP , it would hardly be a fair comparison ,  it’s not a surprising that they were getting faster speed, if they were paying for a higher speed package.

    Its absolute nonsense when someone claims to have got ( again ) for example 10Mb from their previous supplier, and simply changing  to a new ISP  , using the same line etc. and now get 20, 30,  40 Mb , it would be like saying someone got 30 MPG , when they filled up at one fuel station, but now get 40 MPG by filling up somewhere else ,  

  • pallyman
    pallyman Posts: 341 Forumite
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    I Know they use same openreach,but with shell i got 35 to 39 with bt its 28 to 32,i check my speeds on hard wired & wi fi regularly.
  • HonestJohn
    HonestJohn Posts: 1,035 Forumite
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    edited 7 January 2023 at 6:51PM
    I changed to Shell late last year with no issues. Great speed too. Shell just resell Talktalk.
    Learn from yesterday, live for today, hope for tomorrow. The important thing is not to stop questioning. Albert Einstein
  • born_again
    born_again Posts: 14,803 Forumite
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    Check your emails. It will tell you when you joined them. 

    MSE idea. Make sure when joining anything on a basis like this make a note in  calendar of the end date. No excuse to forget then 😍
    Life in the slow lane
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