Shell Energy Broadband 

Examples posted by John Donovan:  12 November 202

Reviewer Chris: Location Wirral: Date 2023-10-18

Comments

I work from home and the internet drops out constantly several times per hour. The bandwidth also isn’t good enough to stream a video in 360 for more than ten mins. I feel like I am back on dial up in the dark ages!

Reviewer M.Simpson: Location Liverpool: Date 2023-10-17

Comments

What an awful company, switched provider to BT and still being charged by Shell even though they know they are not providing a service, typical oil company should never have been allowed into the telecomms sector or any sector for that matter they have done enough damage to the planet, crash and burn suckers!

Reviewer Mr Morris: Location Cheshire UK: Date 2023-10-15

Comments

All I can say is we’ve been counting the months until we can go with another ISP. For a multi-billion pound company, the functionality of the website is deplorable. I can’t ever view my bills, important links on the website don’t function. It’s actually shocking how bad Shell are as an ISP.

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot

(Examples posted 11 November 2023 by John Donovan)

CHASED ME FOR NEIGHBOUR’S £4400

For 2 months Shell Energy sent me postal demands for nearly £4,400 for
a neighbour’s electricity supply based on the fact that I lived in the same postcode. I spent over 12 hours on the phone over 2 months explaining their error time and time and time again but not one call handler grasped the fact that Shell did not have a full supply address – they had sent letters to all householders living in the same postcode asking for payment. Appalling service, extremely rude staff, some of whom appeared not to have the foggiest idea what they were doing. Worst service I have received on my life!

Edited: After posting this review I very quickly received a message from Shell asking me to contact them to sort this issue out by instagram (tried that numerous times) text (tried that) or telephone (tried that – over 40 calls and 12 hours of my life I will never get back) and asking for “MY ACCOUNT NUMBER” – I don’t have an account with Shell and have no faith whatsover in their ability to fix this mess. 0/5 for customer service, same cut and paste messages and rude staff reading from a script, nobody takes ownership of any issue. Absolutely shocking

Date of experience: 14 September 2023

Absolutely crap service

Absolutely crap service. Keep going back to an old issue regarding and incorrect meter read where the 1st digit was incorrect. I was billed correctly so they obviously realised what I’d done. I will not be renewing my tariff with them in Aug 24 as they are completely lame and keep wanting to up my dd amount despite being £172 in credit.
Shell are shocking. ????

Date of experience: 10 November 2023

Truly abysmal example of greed (genuine review)

Truly abysmal greed – Shell over-charge me by equivalent of 40.3 days (night) / 94.99 days (daytime) electric usage. Actual meter reads are ignored. Trying to force smart meter upon me which wont work for property. Inflated bills lead to inflated direct debit. Standing charge 55.9p per day unacceptable. My money accumulating in their coffers – abysmal. Underregulated practises a key cause of mental health and cost of living crisis. Legal redress (and alternative provider) being sought. Others should do same – don’t stand for this!

Date of experience: 06 November 2023

Harassment on the highest level

I previously left a 5 star review of this company but my opinion has changed after my experience today. I am being bombarded by phone calls by this company even though I requested not to be contacted anymore. They are keep calling me to tell me I am having a smart meter even when I don’t want one. I told them not to call anymore and I was shouted at by the agent and and when I told him I’m going to block the number he hung up on me finally. What a disgusting and disgraceful service. Thanks to these lovely gentlemen I am going to move elsewhere ( I am without contract so can move freely any time) where I am being treated with respect.

Date of experience: 07 November 2023

Our broadband was unreliable

Our broadband was unreliable. It then took many, many emails to get any action. The one exception was Daniel Patel who was great when he got onto our case. Very impressive customer service against a terrible experience of She’ll more widely.

Date of experience: 06 November 2023

Firstly they have been overcharging and…

Firstly they have been overcharging and when trying to get a refund they have message on their website stating
we are not giving refunds at the moment
further information on their website states they are selling their energy business to Octopus
What has got to do with me??
Secondly there contact systems is terrible, when I did eventually get through their auto response and onto live chat after 12 minutes they cut me off, so back on for a total of over an hour got through again got a name only to be put back into a queue
their customer service is totally unacceptable and still no refund yet I am over £1000 in credit

Date of experience: 06 November 2023

TERRIBLE

Very disappointed with every aspect, don’t use Shell.
It started from the installation of the smart meter. Failed to notify us of the time albeit we were told a phone call would be received. Fortunately i was home.

We still don’t have an in house unit for energy usage. Despite phoning 3 times and being give completely different answers each time.

I asked to escalate my complaint only to told this would be 6-8 WEEKS nice to be valued

Date of experience: 06 November 2023

The above are extracts from negative customer reviews about Shell Energy posted recently on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. Shell Plc CEO Ben Van Beurden (now retired) openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy.

Shell Energy Broadband 

Examples posted by John Donovan 3 November 2023

Reviewer John Duxbury: Location Selby: Date 2023-10-13

Comments

No Stars at all for anything. The worst broadband provider I have ever had. Regularly loosing signal whilst watching vids online on my TV, resulting in my computer dropping the connection. Shockingly bad service and for the last 15 months it just was not worth phoning them and expecting them to improve. When the contract finished they tried to bill me for the final month even though I paid in advance. Cannot even do basic accounting.

Reviewer Daniel: Location Kent: Date 2023-10-10

Comments

Honestly not worth it!! They rope you in with a £75 back offer you never receive it and they just keep shutting off my internet, also the internet isn’t great as well I’m so disappointed I work from home and I’ve had so many problems, just tried to speak to someone about it on the phone and the guy was struggling to understand me so just hung up on me after being on hold for 40 mins I’m coming off now!!

Reviewer Hannah Dixon: Location Scarborough: Date 2023-10-01

Comments

Really poor. The WiFi cuts out all the time. No good for even basic use, I’m frequently using my data, let alone my son’s gaming. He’s given up trying to play online.

Reviewer Mark Kavanagh: Location Birkenhead: Date 2023-09-30

Comments

I’ve had it 3 days and it’s dropped 4 times. Gonna read the cancellation policy, it’s ruined my Ryder cup

These aren’t broadband experts who know what they’re talking about, they’re monkeys following a script.

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Examples posted by John Donovan

22 Oct 2023

Reviewer Diane: Location Norwich: Date 2023-09-28

Comments

Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm “NO” and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!

Reviewer Keira: Location Aldershot: Date 2023-09-23

Comments

Appalling service, it has been several weeks of waiting for installation then the engineer turned up and said it was up and running but broadband never worked. They sent another engineer who stated the line was never active and has never worked, plus he cannot fix it. We still do not have broadband as it is constant to and fro with them

Reviewer Kay: Location Leeds: Date 2023-09-22

Comments

I was with Shell Energy broadband and switched from them to a new service provider because I was not happy with their service. They continued to charge me after I had switched and when I questioned this they told me that my new service provider did not tell them of my switch so it was their fault and that they were totally responsible for the sum I had incurred. However, having spoken to my new service provider they told me that as I had switched from a copper line to full fibre they would not have told shell as it would not be the same line. Meanwhile, Shell customer service stuck to their guns and told me basically that I must pay the bill. They were unsympathetic, and absolutely just wanted their money regardless of the fact that I had not been using their service for over a month. My new service provider was ever so kind and due to the way I was treated by Shell broadband offered me a discount on my next bill in kind which they were not even obliged to do. I am thankful for good-hearted people. That’s what we need more of in the world.

Reviewer Matt: Location Newcastle: Date 2023-09-21

Comments

Terrible. I have a fault with the line outside of my home which is an Openreach issue I’ve had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I’ve worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren’t broadband experts who know what they’re talking about, they’re monkeys following a script.

Reviewer Anne: Location Cheshire: Date 2023-09-20

Comments

The customer service is appalling, broadband unreliable was so bad had to cancel the contract within a month.Awful experience. I was hoping to safe some money from Sky but huge mistake.

Shell Energy Broadband

Examples posted by John Donovan

16 Oct 2023

Reviewer susan williams: Location Clowne, Chesterfield: Date 2023-09-18

Comments

they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits

Reviewer James Wilson: Location Glasgow: Date 2023-09-17

Comments

DO NOT USE THIS COMPANY

An absolute joke when it comes to customer service,

My Broadband was meant to go live on 4th Sept,

4 days later nothing!

Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live

Agent asked me to unscrew faceplate at wall and try and connect inside,

Never heard anything like this ever,

Then told an engineer would call a few days later but he never showed up,

When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,

Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,

Something told me he was at it,

Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,

When I threatened to cancel they assured me I’d get router within 48hrs which I did,

Again it didn’t work, closer inspection it was another refurbished one,

Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,

I’ve had no service from day 1 and very poor customer service,

At that point I said I would be paying nothing and proceeded to cancel DD,

This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,

Worse two weeks of my life ever.