Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • Graham1
    • By Graham1 26th Aug 19, 11:54 AM
    • 443Posts
    • 168Thanks
    Graham1
    Shell energy broadband - any feedback from recent joiners ?
    • #1
    • 26th Aug 19, 11:54 AM
    Shell energy broadband - any feedback from recent joiners ? 26th Aug 19 at 11:54 AM
    Do any recent joiners to Shell energy broadband have any feedback to share about it ?

    I am referring to their standard ADSL 'fast broadband' 'up to 11Mbps' service, not their fibre offerings.

    I am always suspicious of very cheap providers as they probably over-commit their available bandwidth more than most. But as we are quite far from the exchange and on an EO line we only get a 2Mbps sync speed anyway. I am wondering if this service would be good enough.

    Any feedback on how much it slows down (or stops) during peak evening hours would be useful.
Page 4
    • Wisefool
    • By Wisefool 18th Nov 19, 8:42 PM
    • 7 Posts
    • 2 Thanks
    Wisefool
    NO PARENTAL CONTROLS!!! and own router
    So my superfast service went live today. Feeback so far:
    1. Learned there are no parental controls AT ALL provided with Shell Energy (SE) Broadband. Bit if a shock that one and the first time I've ever had that problem. SE offer no help whatsoever with this, they simply say third party solutions are available and don't reply to emails asking about cancellation options. I emailed MSE yesterday to suggest this is a significant issue and they ought to highlight this issue in the offer FAQs to protect our little ones. Ignoring this to keep the comission flowing would IMHO be unethical. Come-on Martin, fix this quickly Update at 23/11/19 STILL NO RESPONSE FROM MSE! Update 1/12/19: Still not reply from MSE. Clearly making money from referrals is more important than warning warning parents that their young ones will be exposed to pornography, gambling etc. Shell Energy responded (13 days to reply). They chose to ignore and not to respond to "no parental controls", and simply state that to cancel the service would cost a penalty fee of 210.35!!! (and take 30 days)

    2. Like others with a Vodafone router, I have found my service switched without obvious interuption, and it currently works with the Vodafone router (this is handy as it saves having to redo all our wifi passwords). Seems very odd this as I've not put the Shell userid and password yet (which are available only by phone.. with a long wait of course!).(Update 23/11/19 appears impossible to input the username and password. More IPs are blockijg this to prevent use of their routers on other ISP services) My guess is that when the router restarts it will stop working until I input that data. Update 23/11 still working! SE offer no written or verbal guidance at all to help with SE unique router settings. This is a first as other ISPs helpfully provide this.
    3. Speed now is 51Mb/s, but is still in the settling down period.
    Last edited by Wisefool; 01-12-2019 at 1:45 PM.
    • Chino
    • By Chino 18th Nov 19, 10:24 PM
    • 1,175 Posts
    • 801 Thanks
    Chino
    SE offer no help whatsoever with this, they simply say third party solutions are available
    Originally posted by Wisefool
    So why don't you just adopt a third party solution instead of relying on your ISP to do your parenting for you?

    e.g. https://www.opendns.com/setupguide/#familyshield
    Last edited by Chino; 18-11-2019 at 10:27 PM.
    • lycrawearer
    • By lycrawearer 19th Nov 19, 6:25 PM
    • 55 Posts
    • 18 Thanks
    lycrawearer
    Changed to Shell Copper Broadband (via the MSE 75 cash back link) and it went live on November 11th without a hitch (the bog standard Technicolour router) had arrived a few days before.

    Connection is very stable, and today (8 days later) my sync speed according the router is 1.02 Mbps upstream / 22.92 Mbps downstream which is equal to what I was getting with Plusnet for the previous 2 years (live less than 1/2 a mile away from the local exchange, and I'm EO fed so no PCP's in-between) ..

    That's the good news ... now the bad news ..

    Billing ... just received my first bill, covering the period 12/11/2019 - 15/12/2019 and it totals 20.68 less 4.71 Promotional Credit .. so a total of 15.97 (as expected) ... but then VAT was added 3.19 making a grand invoice total of 19.16 ...

    Nowhere on the sign up pages / promotional pages does it state that the monthly charge is excluding VAT

    I'm currently awaiting a phone call from them (queue length was apparently quite long, and I wasn't going to sit there listening to awful music) ... so I chose the "We'll call you option" ...

    Let's see what they say, and I'll update this afterwards.
    • lpgm
    • By lpgm 20th Nov 19, 9:14 AM
    • 329 Posts
    • 195 Thanks
    lpgm
    Billing ... just received my first bill, covering the period 12/11/2019 - 15/12/2019 and it totals 20.68 less 4.71 Promotional Credit .. so a total of 15.97 (as expected) ... but then VAT was added 3.19 making a grand invoice total of 19.16 ...

    Nowhere on the sign up pages / promotional pages does it state that the monthly charge is excluding VAT
    Originally posted by lycrawearer
    The headline prices do include VAT, of course. Your first bill covers more than a month, so it costs more.
    • Quackist
    • By Quackist 20th Nov 19, 5:55 PM
    • 3 Posts
    • 0 Thanks
    Quackist
    Very happy with Shell and their service and communication.

    Moved from Vodafone Superfast 2.

    When I joined Vodafone in 2017 download speed was 55Mb/s then reduced to 45Mbs last year.

    Vodafone fobbed me off saying my line had been "downgraded" by Openreach.

    Anyway moved to Shell Energy Broadband Superfast Fibre plus two days ago. Took 24 hours to activate.

    Worked straight away with the old Vodafone router
    (Huawei HHG2500)
    as others have noted. No input required from me.
    Speeds back up to 55Mbs so very happy.
    My phone line doesn't work and Shell suggested it was my home box connection.

    Why that should suddenly happen after 10 years of uninterrupted phone service I am doubtful.
    • Wisefool
    • By Wisefool 23rd Nov 19, 4:00 PM
    • 7 Posts
    • 2 Thanks
    Wisefool
    [QUOTE=Chino;76510395]So why don't you just adopt a third party solution instead of relying on your ISP to do your parenting for you?

    e.g. OpenDNS


    Just checked back, and yes, I came across that Cisco solution that is available for free. And it seems to work ok. It is just frustrating that Shell Energy offer no help whatsoever on this subject.
    I recommend to others.
    With thanks
    • Rob Wills
    • By Rob Wills 26th Nov 19, 5:25 PM
    • 53 Posts
    • 9 Thanks
    Rob Wills
    I am waiting for the switch to Shell from Plusnet.

    Shell acknowledged the switch was done through MoneySavingExpert and the net cost is 10.74 per month for 12 months; the 75 credit is due by March 2020; the monthly DD is 16.99. I don't make chargable telephone calls so a total cost to me for the year of 128.88.

    How the account will be adjusted is an unknown? the easiest way would be to set the DD at 10.74 and forget the credit of 75 but ISPs always do things the most complicated way.

    I expect speed to be 2-3 Mb; why 11Mb average is shown on MSE is a mystery?
    Rob
    • MSE Chris
    • By MSE Chris 26th Nov 19, 5:40 PM
    • 116 Posts
    • 42 Thanks
    MSE Chris
    I am waiting for the switch to Shell from Plusnet.

    Shell acknowledged the switch was done through MoneySavingExpert and the net cost is 10.74 per month for 12 months; the 75 credit is due by March 2020; the monthly DD is 16.99. I don't make chargable telephone calls so a total cost to me for the year of 128.88.

    How the account will be adjusted is an unknown? the easiest way would be to set the DD at 10.74 and forget the credit of 75 but ISPs always do things the most complicated way.

    I expect speed to be 2-3 Mb; why 11Mb average is shown on MSE is a mystery?
    Originally posted by Rob Wills
    If you're keen to dispell the mystery of average speeds..see here: https://www.asa.org.uk/news/new-standard-on-broadband-speed-claims-in-ads-comes-into-force-today.html

    In summary:

    "These require that any speeds used in broadband advertising should reflect actual package performance and should be based on the download speed available to at least 50% of customers at peak times."



    Source:
    https://www.ofcom.org.uk/__data/assets/pdf_file/0020/147332/home-broadband-report-2018.pdf

    MSE Chris
    Last edited by MSE Chris; 26-11-2019 at 5:45 PM.
    • lpgm
    • By lpgm 26th Nov 19, 8:50 PM
    • 329 Posts
    • 195 Thanks
    lpgm
    I don't make chargable telephone calls so a total cost to me for the year of 128.88.

    How the account will be adjusted is an unknown? the easiest way would be to set the DD at 10.74 and forget the credit of 75 but ISPs always do things the most complicated way.
    Originally posted by Rob Wills
    No, it's not an unknown - they'll give you a credit of 75 as promised (I've just had the first bill with it on). It's not really complicated. You may be certain you won't make any calls, but they're not.
    Last edited by lpgm; 27-11-2019 at 8:41 AM. Reason: Changed 'my first bill' to 'the first bill'.
    • keef-WhatStandards
    • By keef-WhatStandards 27th Nov 19, 8:48 AM
    • 266 Posts
    • 28 Thanks
    keef-WhatStandards
    Finally got my 75 credit through; not in Oct as advertised on the MSE website, but hey, when do these companies ever do what they say they would?

    Bills are very confusing and there seems to be no record on your "account", so probably safest to download or take a snap shot of it every month. They take a "discount" off each month then add VAT, so none of it looks right, but the bottom line is near enough. Mine is 1p less than they advertised! LOL
    Keef - Sheerness, Kent UK
    • lpgm
    • By lpgm 27th Nov 19, 8:55 AM
    • 329 Posts
    • 195 Thanks
    lpgm
    They take a "discount" off each month then add VAT, so none of it looks right, but the bottom line is near enough. Mine is 1p less than they advertised! LOL
    Originally posted by keef-WhatStandards
    Yes, the 16.99, or as we've found, 16.98, is after a real discount of 5. I too didn't realise the price was a discounted one, or at least I don't remember realising it, but I expect I'll be changing again after a year or so anyway!
    • keef-WhatStandards
    • By keef-WhatStandards 27th Nov 19, 8:59 AM
    • 266 Posts
    • 28 Thanks
    keef-WhatStandards
    Yes, you can use your own router, but Shell don't make it easy for you to do this. Contact them for your adsl password. They wanted me to phone them, but I asked for it in writting, which they eventually agreed to.

    Now using the router I used with my last few ISPs. This does NAT loopback, which the Shell one doesn't seem to support.
    Keef - Sheerness, Kent UK
    • keef-WhatStandards
    • By keef-WhatStandards 27th Nov 19, 9:02 AM
    • 266 Posts
    • 28 Thanks
    keef-WhatStandards
    I've been told the speed difference is down to the equipment installed in the exchange.
    Keef - Sheerness, Kent UK
    • keef-WhatStandards
    • By keef-WhatStandards 27th Nov 19, 9:06 AM
    • 266 Posts
    • 28 Thanks
    keef-WhatStandards
    Router password isn't required/used if you have fibre rather than adsl, so, as others have said your old router should keep working.
    Keef - Sheerness, Kent UK
    • pallyman
    • By pallyman 27th Nov 19, 2:12 PM
    • 18 Posts
    • 4 Thanks
    pallyman
    Hi,so is everybody getting decent speeds on the fibre broadband has am tempted to go with shell,Thamks.
    • photog
    • By photog 28th Nov 19, 12:20 PM
    • 1 Posts
    • 1 Thanks
    photog
    I am having horrendous problems which a phone engineer who visited has said would be solved if I had fibre. Can't get fibre here despite being in a High Street!... All the Fibre lines are taken apparently.

    I don't think there is anything wrong with the Shell system itself but I can't find a Shell Broadband Community Forum to discuss my problems and pretty sure there isn't one!

    I have perfectly good download speed but almost always zero upload which i think is what must be the problem. My broadband is almost always stopping, and that only happens if it gets going in the first place!

    There is clearly an enormous issue nationwide with all broadband users whatever the provider, when they have a bad line and end up being fobbed off!

    The phone engineer who visited said that a specialist broadband Engineer should be sent but that this is much more expensive for the providers.
    Last edited by photog; 28-11-2019 at 12:29 PM.
    • Quackist
    • By Quackist 30th Nov 19, 1:27 PM
    • 3 Posts
    • 0 Thanks
    Quackist
    phone line fixed
    Got my home phone line fixed after two weeks.

    Openreach engineer told me that I had not been connected at exchange.
    Shell did standard thing that if they arranged an Openreach engineer and fault was found in my home then I would be charged. BT has done same to me in past.

    Still very happy with much faster broadband speeds than vodafone.
    Shell gave me credit for delay in phone service
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

1,617Posts Today

6,592Users online

Martin's Twitter