Shell broadband - joining gift card

factor29

I signed up to Shell broadband in June, on the promise of a £105 gift card, fulfilled through broadband choices.

Obviously in the meantime, Shell broadband has been sold onto Octopus - then Talk Talk.

I havent received a voucher so far, I've emailed broadband choices today to enquire, but what are my rights considering the change of ownership? I wouldnt have signed up if not for the voucher. 

clivep

Octopus Energy bought Shell Energy UK in December 2023, including its broadband and home phone customers, but then sold the broadband customers to TalkTalk in February this year.

I also moved to Shell broadband in June and am due a £120 gift card. As it was TalkTalk selling broadband under the Shell name at this time I don't see how they can't honour the incentive. My giftcloud status is showing as pending with the message "This page will update once it has been confirmed or declined by your provider, which will take at least 120 days"

When I switched to Vodafone (24 months before the Shell switch) it took a little over 120 days to get the giftcloud voucher.

My TopCashBack Compare cashback is still showing as pending and at £41 rather than the £76 advertised for Shell broadband. On my missing cashback claim they say it should be uplifted once confirmed.

I received one bill from Shell but have not yet received a bill from TalkTalk since migration... the account balance is showing as £0 and I have confirmed with them that the account is set to monthly billing.

User_101122

I have had the same problem. Signed up with shell broadband in April and migrated to talk talk in June.  Voucher not received.
I contacted them and they said they would email shell to look into it but that would take 60 days.  I said this was not acceptable and sent proof of the offer by email.
To cut a long story short I stuck to my guns and as a compromise told them I would accept £75 bill credit instead which they reluctantly agreed.  However this took approx 6 hours of going round in circles, dropped calls, call centre staff pretending they couldn’t hear etc….
Eventually they agreed to compensate me a further £55.99 for the time wasted in chasing the £75 which they reluctantly agreed to pay.  So all in all a total of £130.99 bill credit was applied.
The process was at best incompetent and at worst clearly designed to discourage complaints and claims.
They have said they will not refund me for wasting my time in future and this is a one off.
Moral of the story you waste my time you pay. My advice stick to your guns, accept no excuses, you set the timetable for a resolution and charge them for your time if they waste it. 

clivep

The tracking for my voucher still shows as pending.

I contacted broadbandchoices a couple of weeks ago and got the reply "We're aware of a delay with issuing your reward following your Broadband purchase, and understand how frustrating this must be. We are working with Shell to ensure you receive your voucher as soon as possible, we will keep you updated".

At least I've finally received my first TalkTalk bill since the migration and they've just taken the DD for it. Maybe this will initiate the validation process.

clivep

Received my voucher yesterday after more than 5 months!

factor29

Yep, received mine yesterday too