Shell Energy Broadband

maresa

My 91 year old mother has broadband provided by Shell Energy.
She has been without any access to the internet for a month, and to her landline for much of that time. Broadband and landline access was fine for years before this.
Four Openreach engineers have called and there has been much confusion over how to fix - it looks like it is fixed now.
My query is Shell Energy initially refused to refund the amount she pays for this service pro rata for one month - I am thinking they have to as her basic consumer rights. They say not but have eventually agreed to do so - but refuse any compensation as they are not signed up to the automatic compensation scheme.
My question is - has anyone been in a similar position and taken it further with success? I don't want to cause her further anxiety for no purpose and would really appreciate some advice.
Thank you

Neil_Jones

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

However Shell seem to have copied this to an extent, even though they're not part of the Ofcom scheme:

https://help.shellenergy.co.uk/hc/en-us/articles/4413712893969-Do-you-have-a-compensation-policy

You may want to look into moving provider if you're not happy with Shell.

lha1994

Yes - I was without internet for 8 days last September. I raised a complaint with them - citing examples of how the delayed repair had caused me additional cost and inconvenience, and referenced how they had failed to deliver their contract to provide services to me during that time.

I asked for equivalent compensation that would be due under the automatic compensation scheme and I argued that while they were not part of that scheme,  because  ten smaller and larger of their competitors had signed up to provide this amount of compensation, it must represent a fair and reasonable amount to award to customers under such circumstances, and therefore there was no good reason why they shouldn't make the same payment to me. They responded offering a goodwill gesture of £75 which I accepted. 

If you complain properly, they know that you can escalate it to the ombudsman if you're not happy with their response, and I believe that costs them money even if the ombudsman finds in their favour, so they're incentivised to settle reasonable complaints.