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TRUSTPILOT: Shell Energy Broadband Service is a joke

Some extracts from current customer comments posted on Trustpilot: “The broadband service is a joke. Been with them on an 18 month contract, and every single day there has been an issue. Sometimes dropping out 50 times a day. They know they are terrible but as long as they remain unpunished, they will continue their fraudulent activities. Avoid at all costs.”

Featured below are extracts from negative customer reviews about Shell Energy posted over the past few days 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 companyThis article posted on 31 December 2020.

The broadband service is a joke

The broadband service is a joke. Been with them on an 18 month contract, and every single day there has been an issue. Sometimes dropping out 50 times a day. They know they are terrible but as long as they remain unpunished, they will continue their fraudulent activities. Avoid at all costs.

Can not make contact by phone.

Can not make contact by phone.
Difficult to make contact by email.
Still waiting for reply from last two emails.
Emails I do receive do not answer my questions.
The online robot is useless.

Rubbish rubbish rubbish.

Rubbish rubbish rubbish.
Took over a month to get back to me and even though I submitted my closing meter readings 4 different ways they ignored them all.
Didn’t get back to me for almost 2 months about my problems and in the end had to start taking action with energy ombudsman.
Shell offered compensation but today have not received it.

I would not recommend going with Shell energy at all !

Avoid at all costs.

Fault on the line detected.
Shell refused to send out an engineer as I had told them I was due to end the contract within the next 30 days.

Still have to pay them for a service they refuse to ensure is working correctly.

They also charge you a fee to leave even if you are out of contract. Awaiting contact from the ombudsman.

ROBBING, worst customer service

According to them its totally normal for my usage to be 3x as much in the months I ain’t living there to the months I am. £83 and still rising for leaving a fridge and Internet on. Yet in Oct I worked from home, heating on everyday, oven on etc and its £53.00. Same as when I moved in… The month no one was there £90 yet when I buy all my white good etc and move in £35. Currently waiting to switch to another supplier… Cannot come sooner.

They have been awful and threatening as…

They have been awful and threatening as part of their take-over of Greenstar energy. The estimate they want to enforce implies I used next to zero energy in the year after I shifted from them. Dont ever consider using them, Octopus have been so much better

I had to cancel the broadband service…

I had to cancel the broadband service due to my late mother passing away.
Upon cancelling it was fine. There was no mention of additional fees etc.
After 1 month I received a final bill for early cancellation fee charges. This was due to stoppinf the contract before 12 months.
I called Shell and waited for 45 minutes. Upon answering I explained the reason for cancelling.
They didn’t care so clearly it’s all about the money.
I wouldn’t recommend this company to anyone. Awful.

It’s all about the costumer service

It’s all about the costumer service, I texted with them via the mobile app for a meter change because my was broken which I got 3 weeks after the scheduled first installation request as the person I talked with did not confirm my booking, I had to contact them another 3 times to ensure that someone is coming to fix the meter because I was unable to submit any readings. Finally when the engineer came he explained all about the smart meter and how to use it which I found quite nice, but when I attempted to contact them and see if my request about changing Tarif was successful they said that they can’t do that from texts I have to call them, but the same person I texted who she forgot to confirm my booking said that she will fix that as well, additionally the last guy I talked with was rude unable to provide me with information I wanted and told me that I can’t change Tarifs from the app which is a lie.

I suggest you give your online costumer service another round of training

Increased my monthly debit by £45

Increased my monthly debit by £45, based on four months of winter weather with both adults working from home. Will be interested to see how quickly they reduce the debit when Spring comes, I suspect I will have to make a call to them……

Still waiting to get my smart meter…

Still waiting to get my smart meter working it’s only been 11 months since it was installed still waiting to get it sorted hope 2021 will be a better year with Shell energy Please Please sort it out sooner rather than later.

Keep sending texts out for bills that…

Keep sending texts out for bills that are triple even when they are paid. No help during lockdown or Christmas or if your life is at risk they just cut you off don’t use steer clear

It maybe not what they told you it was.

Havig previously confirmed with them that I could switch, I did, only to find out down the line they can’t handle Economy 7 smart meters. This added to positively the worst, slowest, least emphatetic customer services I have ever encountered leads me to a ‘star rating’ of 1.

Smart meter not working meters both…

Smart meter not working meters both sies of our house are working fine
It must be a faulty meter
Still awaiting a response from shell

Not a very good start

Just changed to shell energy, l gave my gas meter reading, 2127, when requested to do so. I got an email telling me l that l am wrong it should be 357. I told their agent l could email them my closing account from british gas which proves my reading,no that’s not acceptable. I have ‘smart meters’ but they can’t even read them. Wish l had stayed with british gas

The link with Shell go+ is a complete waste of time.…

The link with Shell go+ is a complete waste of time. Shell fuel doesn’t allow you to claim more than one incentive at a time. So, if claiming a fuel reward from Shell fuels you lose the Shell Energy discount, which is pitiful anyway. In practice, as both my wife and I get fuel, we are lucky to get the Shell Energy discount for every 3rd or 4th fuel stop. Easier to, occasionally, travel to a Shell discount station where the fuel is up to 9p a litre cheaper than our local Shell station. Shell fuels should allow the Shell Energy discount to be deducted every time and with up to two married/partner cards.

I have had to call every month since…

I have had to call every month since being with shell for incorrect billing and account closure that wasn’t authorised

Fraudulently inflated my bill by £300…

Fraudulently inflated my bill by £300 pounds and illegally attempted to prevent me from moving suppliers.
Mysteriously unable to accurately explain the process by which they had created the fraudulent bill (they ignored final meter readings and made them up), until threatened with court action.
(I fit smart meters for a living and without my intimate knowledge of the system I would have been defrauded by them)

Worst energy company I’ve ever experienced

All I can say is that the people who have left more than a 1 star review, must have been extremely lucky when dealing with Shell Energy. We inherited them when we moved house in June and have never experienced incompetence like this with an inability to update the opening readings or show any kind of customer service. They are the worst utility company I have come across and they have no idea how much time and stress they cause. Stay clear is all I can say.

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