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Do not sign up to Shell Broadband

Extracts from Shell Energy customer reviews posted during the past few days on Trustpilot: “Do not sign up to Shell Broadband”: “Swapped to shell broadband and what a waste of time they supply a router that is substandard I can just about get a wifi signal in the next room”: “Customer service is as much use as a chocolate teapot.”

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 16 June 2021.

Do not sign up to Shell Broadband.

Swapped to shell broadband and what a waste of time they supply a router that is substandard I can just about get a wifi signal in the next room, After speaking to their so called technical people I was told thats the router they send and do not guarantee that the router strength to transmit wifi and if i wanted to be able to receive a better signal I would have to buy a wifi booster, And they are not prepared to help . You would expect to receive wifi in the next room.

What a disgraceful company

What a disgraceful company. This company is as bad as the top six make no mistake. Customer service is as much use as a chocolate tea pot. They are NOT the cheapest by any means. Glad to no longer be part of this disgrace company.

Extremely unhappy with service, support and contract regulations

I came with a genuine problem of Shell router not being connected to my phone. My issue was not solved and not just that I was not allowed to cease my contract as I will be charged 300£ for a service I was not satisfied with. Hence I would advise shell to be empathetic with their customers who come with genuine issues as it impacts their experience and probably would never recommend anyone to trust Shell with my product they offer. If only my problem was fixed or I was allowed to leave Shell contract with no/minimal charges I would not be writing this at all instead would be happy to say that Shell understands its customer needs and would only improve in future. But that is hardly the case.

Stop harassing me

Stop harassing me. I already have payment plan which I have been paying so why on earth is this company harnessing me. It’s not good this company are ruthless in what they do to people. Who runs this corrupt company.

This is getting a bit not a joke I had…

This is getting a bit of a joke I had 6month with no Internet and it finally sorted now u charged a call out fee that I phoned and had removed but today I had a email pay it or u be cut off well I payed me normal amount the call out charge was your mistake and I’m getting very sick of having to phone you guys all the time one very unhappy customer

Openreach were at the junction box near…

Openreach were at the junction box near my house on the day my broadband went off. This seems to happening far to often. This junction box is not big enough for the volume of wiring in it. Every time the visit this box someone in this area gets disconnected. Some time after being disconnected I spent over 8 minuets on the phone just trying to contact shell energy and was advised that it was probably was a router fault. It was not! Once again it was Openreach disconnecting wires yet again. Can shell energy do anything to resolve this constant ongoing problem with your third party provider you have Openreach?

Poor customer support

Have been unable to make contact via the telephone after being on hold for over an hour. Contact was made using online chat where the rep tried to help and was very patient. The appointment for engineer support would take over a month to arrive which is very poor.

Shell Energy smart meters – Avoid

Smart meter not smart! Shell Energy – Avoid. I’ve had both meters changed to 2nd generation smart meters. It has taken 11 months for Shell’s contractors to complete the work – customer support was abysmal, no replies to emails or messages and hours on the phone. In the end I had to contact the director of customer service to get the work completed. Even now the meters do not work and I have been given a “letter of deadlock” from Shell Energy because they cannot get them to work! I understand that there are technical challenges with this roll out, but why are the companies promoting the installation when they know there are so many problems? This is still no excuse for the diabolical customer service and the incompetence of the staff and call handlers. I would not recommend this company to any one. I now have to grovel on the ground outside my house to read the “smart” meters every month! Crazy.

Not so smart

On Economy 7, needed to upgrade the electric meter. Installation to a smart meter was fine. But there’s no way of seeing charges on your account or usage for 28 days after the install.

Sorry guys, but smart meters are supposed to enable the customer to take control of their usage through usage graphs, accurate billing and so on. I can’t even submit a meter reading because the meter exchange hasn’t been updated on the account after 3 weeks.

Talking to customer service agents, even they didn’t know this.

I’ve switched several households to smart meters and this is the worst experience I’ve had.

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