Wifi woes speedily sorted

Teresa Lyons is quids in after Raw Deal helped resolve teething issues she was having with her new broadband provider.

At the start of August, she decided to switch utility companies after browsing deals on a price comparison website.

“I received a phone call from Shell Energy and they said that I could get broadband with fast speed for £17.99 a month,” said Lyons, from Blackwood, near Lanark.

“They said an engineer would come to my home the next week and install my router, and that they would cancel my previous provider and that I was to do nothing.”

However, she said that since the router was installed her internet and wifi had been hardly working.

She also received a £70 bill from her previous provider, which she said she had been told would be taken care of by Shell as part of the deal.

“I had great difficulty trying to get the company to sort this out,” she said.

In frustration, Lyons appealed to Raw Deal. When we contacted Shell on her behalf, the company said it would investigate – and it moved quickly to iron out the issue.

Shell Energy said: “We are glad that we could swiftly resolve this.”

Lyons said she was happy with the outcome.

“I had a call from a senior complaints adviser at the company and they cancelled a recent bill they had sent and are also sending me a cheque for £70 to cover the cost of my last bill from my previous supplier,” she said.

“I would like to say thank you very much to Raw Deal. I really appreciate it.”