Shell Engery Broadband

[Deleted User]

Hi. Does anyone use shell energy for broadband. 
Are they any good?

PeterGr

I switched ADSL broadband from Plusnet to Shell Energy in June, despite feedback on their customer service being very poor, the switch to the new service went to plan, the new router is fine, and I'm paying less than Plusnet offered.  Don't know what will happen when Shell Energy sell though.

QrizB

Shell's xDSL is exactly the same as every other supplier's xDSL.

I was a happy Shell ADSL customer for 12 months two suppliers ago.

Then I switched to Vodafone for 18 months, upgrading to 40Mbps VDSL (FTTC). That contract expired this week. I had no problems with them either.

I'm now back with Shell for another 12 months, with another upgrade to 80Mbps VDSL. Still no problems!

robatwork

Be wary, as Shell are selling off their energy and broadband to Octopus. I don't think anyone is yet sure what Octopus will do with the broadband customers as they don't provide broadband - they may transfer it to one of the average providers like plusnet or <shudder> talktalk. 

QrizB

robatwork said:

Be wary, as Shell are selling off their energy and broadband to Octopus. I don't think anyone is yet sure what Octopus will do with the broadband customers as they don't provide broadband - they may transfer it to one of the average providers like plusnet or <shudder> talktalk. 

Shell broadband is (or at least, appears to be) re-branded TalkTalk ...

Neil_Jones

Shell has always been repackaged TalkTalk.

Since Octopus is buying Shell, it stands to reason the arrangement with TalkTalk to provide the service won't change, as those agreements probably run for years...

robatwork

talktalk.....RUN

phillw

robatwork said:

talktalk.....RUN

I think I've been with every single broad band provider by now (back in the golden age of switching cash back, I was moving provider every 6 months).

My worst customer service experience was plusnet, followed by BT. I don't recall any issues with talk talk at all.

The only warning I would give about Shell Energy, is if they still ask for the old router back then make sure you take the router to a post office and get them to give you proof that the router was returned. I returned mine and later received an email saying that I was being charged because I didn't return it.

I'm not sure if the customer service agent was making things up, but I phoned to complain and when I asked him to explain how that could happen, he said that they have no way of knowing if the routers are returned as they go to a different company. Even if true, it may have changed.

For balance, I'm considering signing up to them again now as I had no issue with the actual service.

iniltous

And TT are in sh*t street themselves financially, so any ISP that uses TT as their wholesale provider may well have to renegotiate with TT’s new owners before long anyway 

Blackjack_Davy

As already stated xDSL is exactly the same as every other provider as the line is rented from by them from Openreach, the difference is in the router you get and... customer service if there are no problems great if something goes wrong good luck getting it sorted I had an issue with terrible crackling on the line I contacted Shell via email (live chat is non functional) and got an Indian lady saying she'd run some tests and confidently reported back there are no problems on the line and everythings working as intended. So clearly its all in my imagination then. Theres no dial tone now, broadband still works for now at least.
On Plusnet previously and they have support forums and they care Shell you're on your own and they don't. You get what you pay for budget price gets a budget service I'm only a month into the contract so its going to be a long wait before I can switch.
https://www.ofcom.org.uk/news-centre/2023/q4-2022-telecoms-and-pay-tv-complaints
edit: ok after a month they've finally admitted theres a fault and have raised it to whatever status it is now I just have to wait for a BT Openreach to send out an engineer. I've got no phone service and BB is down to 7Mbps (mega bits, not bytes, per second) so its a race as to which happens first: an engineer visit or the broadband crashes out entirely
If only they'd have raised it sooner...

phillw

Blackjack_Davy said:

On Plusnet previously and they have support forums and they care

I can't speak about the forums, but my experience of Plusnet customer services is they don't care any more than any other ISP & I've been with them all.