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Trustpilot Review of Shell Energy: Appalling broadband and customer service – AVOID

Some extracts from current customer comments posted on Trustpilot: “Appalling broadband and customer service – AVOID”

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 24 hours 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 04 FEB 2021.

Appalling broadband and customer service- AVOID

Took shell broadband on in old property and felt obliged to carry them across when moving to avoid charge.

New property needed a line installed, no mention of charge when booking yet had this put on my bill without a word and had to complain to resolve.

Since instalation three and a bit months ago have never got up to speed and have raised four times now.
Only on the fourth time was I told to do a ‘master socket test’ which takes 48 hours, I’m due a baby in 24 so not ideal, imagine if this was suggested at the first contact?!

I’m then told that if the fault is in my home, I’ll be charged, how I could control any fault is beyond me especially when the line and socket were installed by shell!

The live chat agent then left without providing me my complaint reference number or seeing if I needed anything else, I was essentially hung up on with no resolution.

I am paying, and have been paying for a service I am not receiving and poor customer service on top.


Horrible refund policy! I paid my bill twice (£162 x 2) as Shell app kept on crashing. I asked them for a refund, but they refused to pay the full amount. They also generated a new bill and told me that they would only refund £80 instead of £162! Awful!

my electric and gas bills

I think my bill is too high for me to pay so for that reason i am unhappy with your services.

This website and sisters,,,, and, are owned by John Donovan. There is also a Wikipedia segment.

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