Shell ENERGY ARE SUPPLYING INFERIOR Broadband Routers TO CUSTOMERS PAYING FOR FIBRE BROADBAND

Shell Energy have stated in correspondence dated 25th November 2021 that the Standard Inferior Router is issued to ALL Customers irrespective of the Package Purchased namely the Out-dated Technicolor TG588 v2 router.

Shell Energy are stating that No Refunds will be issued for Supplying a Router that is NOT Suitable for the Fibre Broadband Packages. A Product that is NOT FIT FOR PURPOSE UNDER CURRENT LEGISLATION.

Sale of Goods Act 2015 under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described. The rules also include digital content in this definition. The Sale of Goods Act states that goods delivered or sold must be of satisfactory quality and fit for purpose. Fit for purpose means that the goods will provide the benefit or meet the purpose advertised by the seller.

Quote Email of 25^th November from Shell Energy I can confirm the router you had first received is our standard router which we send to all of our customers. We had agreed to send our premium router out to you free of charge to help with your connection. We would not normally provide a refund for these issues

Author

Tom (No Surname Supplied)

Shell Energy Broadband: Customer Resolution Adviser

I was supplied with the Inferior Technicolor TG588 v2 router which is NOT FIT FOR PURPOSE when Paying for Shell Energy's Fibre Broadband for TEN MONTHS WHY?

Reviews of Technicolor TG588 v2 router

I was recently delivered one of these by Shell Broadband/First Utility. It is for use with the 36Mb Fibre BB. It is very poor compared to the Sky, BT, Plusnet and 3rd party routers. 802.11n on 2.4Ghz only and very poor signal range. Performance on the DSL link is better than the Sky unit it replaces (40Mb/7Mb instead of 38Mb/6.2Mb) but the user experience is that everything has a lag. Reboot takes 3-5 minutes which is much slower than others. If you get one of these from Shell/FU then complain and they will send you the optional "upgrade" router. In truth don't use Shell/FU as their service is even worse than this unit!

Do not use ANY router made by this company. They are only 80% usable. Certain devices will not connect to this router.

This router is worse than Belkins!

Also, the wifi signal is poor. It takes 5 - 10 minutes to boot up. Accessing the router settings takes time.

A difficult router to manage overall.

This router works fine for the computer in the same room but is terrible and barely works for the computer one floor away. It's easy to set up and relatively easy to get information from, especially information that shows no computer outside of this room works with it. Avoid this one, the wireless signal makes it largely useless.

Very slow my version is Technicolor MediaAccess TG588v v2, I thought it was my peering but found out my MTR & traceroute tests are good.

Most standard everyday products do work, however, specific items such as WiFi based timers and CCTV that run on servers will not connect and if they do it will timeout and need reconnecting. Beware...

slowest router ever, takes 5 minutes to boot, dhcp takes another minute to assign ip adresses or don't do it at all. avoid, it's even too light for door stop

Total rubbish, no master USB port as advertised, slow as hell and can't handle more than one person watching Netflix without dropping connection.

Shell Energy Routers

Technicolor DWA0120

THIS DID NOT HAPPEN I WAS PROVIDED WITH THE Technicolor

TG588 v2 WHILE PAYING FOR THE FIBRE BROADBAND PACKAGE WITH SHELL ENERGY.

Technicolor TG588 v2

This router must only be issued with Shell Energy’s lowest priced, 11Mbps ADSL broadband package. This Router only offers 802.11n Wi-Fi and doesn’t support the faster 802.11ac Wi-Fi. Also it does not feature multiple antennas which can improve the signal. Furthermore the four network ports do Not support gigabit transfer speeds.

This Router was originally issued to First Utility Customers over TEN YEARS ago prior to Shell Energy acquiring the Business in 2018.

Shell Energy must provide the Technicolor DWA0120 router with all of its fibre broadband packages to comply with its contractual obligations. The Technicolor DWA0120 Router is adequate for Fibre Broadband but there are better Routers on the market. HOWEVER NOTE THIS IS NOT THE CASE.

SINCE USING THE TECHNICOLOR DWA0120 THE BROADBAND SPEEDS I RECEIVE ON A DAILY BASIS ARE STILL WELL BELOW WHAT I AM PAYING FOR WITH SHELL ENERGY APPROXIMATELY 50% LOWER. THIS IS A SERVICE NOT FIT FOR PURPOSE.

THE SPEEDS HAVE BEEN DEPENDENTLY VERIFIED BY GOOGLE, WHICH, BROADBAND.CO.UK, BROADBANDSPEEDCHECKER.CO.UK ON A DAILY BASIS. SHELL ENERGY STATE THE SPEEDS RECEIVED ARE DOUBLE WHAT IS ACTUALLY BEING OBTAINED WHICH PUTS SHELL ENERGY IN BREACH OF CONTRACT ONCE MORE

SHELL ENERGY ISSUE the Out-dated Technicolor TG588 v2 router TO ALL CUSTOMERS WITHOUT EXCEPTION including Fibre Broadband Customers.Shell Energy stated in an Email dated 25th November 2021 that the Standard Inferior Router is issued to ALL Customers irrespective of the Package Purchased namely the Out-dated Technicolor TG588 v2 router.

Shell Energy must supply, the Technicolor DWA0120, to ALL its fibre broadband customers but are failing to do so. This is a dual-band router that supports the faster 5Ghz 802.11ac standard alongside 2.4Ghz 802.11n. It also includes four gigabit network ports.

HOWEVER THIS IS NOT THE CASE THE Technicolor TG588V V2) IS SUPPLIED TO ALL CUSTOMERS AS CONFIRMED BY SHELL ENERGY ON 25TH NOVEMBER 2021.SEE EMAIL EXTRACT ABOVE.

Potential Customers must also be aware of the usage policy in the terms and conditions stating Shell Energy could increase the Price of the Package Paid for. There are however copious other packages on the Market which do not incur this increase with usage as determined by Shell Energy.