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Shell Energy – Worst broadband provider ever

Extracts from Shell Energy customer reviews posted during the past few days on Trustpilot: “Worst broadband provider ever. Customer service is non-existent. There’s a reason they are cheap. Cannot wait to see the end of my contract and I won’t be coming back.”: “Customer service is non-existent… the process has been frustrating, upsetting and painful “: “Shame on Shell”

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 9 June 2021.

Worst broadband provider ever

Worst broadband provider ever. Customer service is non-existent. There’s a reason they are cheap. Cannot wait to see the end of my contract and I won’t be coming back.

I switched my energy provider to Shell…

I switched my energy provider to Shell in April just before I was due to move home. I told Shell I was moving home prior to our move and I don’t know how they managed to get it SO wrong. I have got in touch numerous times and not once have they updated me, I have always had to chase it to be told my change of address was still going through. Someone finally got in touch and told me they were closing my account all together rather than changing the address, I am now having a pay the exit fee for mistakes that they have made. I would strongly advise anyone considering using this company to reconsider. Customer service is non-existent and when you do get in touch its vague. I have been paying for energy in a property I no longer live in! To say the process has been frustrating, upsetting and painful would be the understatement of 2021 and trying to get this resolved has been an utter nightmare.

Don’t be fooled

Just switched to Shell as they quoted a monthly direct debit relating to my usage. Two months in and they’ve nearly doubled my DD stating that the computer thinks I’ll use this amount. Although I’ve supplied readings they’ve used their own estimates to inflate my payments and then profit from the credit balance. AVOID!

I have had no internet on my tv ie no…

I have had no internet on my tv ie no netflix etc as it is saying its not connected so i called and they said its because there is engineering works, im sorry but i don’t believe that. Its been down for 2 months and I have been told just to wait. Ive tried to do live chat but no reply, the rest of my broadband in the house is working. Im not impressed. Thanks

Poor Customer Service from Shell

I changed my gas & electricity supplier to Shell in January 2021. I was advised by e-mail on 21st January that they will be supplying my gas & electricity soon & also asked me to set up a direct debit which i did the same day. No payments have been taken so i phoned Shell today (08/06/2021) to ask why. They said there is an issue with the change over date & it has been escalated. I asked why it has taken 5 months to sort out & why it has been escalated when surely all they have to do is contact my previous energy supplier & request this information.
I asked to speak to the department it has been escalated to & was told no. I asked when this will be resolved & was told they don’t know.
If i hadn’t phoned them i wouldn’t have known there was an issue with the account as they have certainly not contacted me by phone or e-mail to advise of the issue with my account. I am now looking for a new energy provider as i have no faith in Shell getting back to me anytime soon & the customer service is very poor.

If I could give them no stars I would

If I could give them no stars I would. Where do I start….. this company and its service are shocking! After signing up being told my bills would be £50 per month, within 2 months had hiked up! Hounded continuously to get smart meters fitted – some days receiving 5/6 calls in addition to emails and texts. Several complaints I’ve submitted have gone ignored or they pick the bits they want to answer. Requested isolator switch be fitted to be told I had to get a smart meter to avoid ridiculous fees, only to agree and they only fitted the smart meter. Had to resolve all the issues myself directly with the SMS contractor who came to do the work. Most sales advisors are completely uninterested in helping and some are just down right rude. Will not be renewing my contract. One year of extremely bad customer service is enough for me!

Shame on shell

So , here we are 4 months into my contract with them and reference my last review I said ” time will tell ” if the introductory prices rise , and sure enough they’ve just emailed me to say their increasing my bill by nearly double – even though my usage has slowly decreased over the months , and taking into account I started in the coldest months of the year and now using less electricity and gas than when started , I’m suddenly hit with a massive hike in monthly premium from £54 to £99 per month , so a phone call to them on Monday is on the cards , will update soon after , oddly my work colleague is in credit with them they never reduced her premiums and held on to her money until she literally had to beg for it back , shame on shell.

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