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Shell Broadband Customer Service Stinks

Extracts from Shell Energy customer reviews posted during the past few days on Trustpilot: “Avoid if the internet is important to you. Broadband has been down for 76 hours and counting. Still waiting for the engineer to turn up…”:  Customer Service stinks! Kept having outages for the Broadband provided by 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 was posted on 15 July 2021.

Avoid if the internet is important to you

Broadband has been down for 76 hours and counting. Still waiting for the engineer to turn up…

Customer Service stinks with added poor business practice

Customer Service stinks! Kept having outages for the Broadband provided by Shell. It took them days of troubleshooting and they wanted to send an engineer. The problem got better with time so I cancelled the engineer. He came days later anyway found a problem and replaced some parts on my box outside. They charged me for an engineer callout regardless! So, no matter what they will ALWAYS charge you for an engineer callout no matter what… Then the complete farce of a Customer Service department ensued. They make no notes you called, never call back, EVER, despite saying they will, and the problem is going on…. Just avoid Shell Broadband.

Avoid – bad customer service!

I regret switching my energy to Shell. I do not recommend this company at all! Made a complaint made up of 3 parts almost two weeks ago and no response! Not even an acknowledgement that my complaint had been received and was being looked into. Was told after my last online chat that the transcript would be sent to me. It hasn’t been. Looking to leave this company due to their lack of any communication and poor service. They may be cheap, but the service (or lack of) reflects what you are paying for. Joined in May, and ready to leave already!

absolutely shocking customer service

absolutely shocking customer service, very poor, dont listen, consultants put phones down, put prices up, i have been with these guys over 4 years on 2 contracts when it comes to end of contrcat they increase their prices and money due iv noticed this twice and they cant justify it when ypu question it or ask to speak to a manager they never getg back to you i also when joined had a smart nest sent out the supplier came out and attcked me i made a complaint which didnt even go no wer best to avaoid such a compnay who doesnt put their customer at thier forefront

Continual Harassment

Well once again I have to go on here. i have actually left Shell and moved to Bulb having had three occasions when they said they had not received payment and then subsequently, after many e mails and my MP being involved, found they had been paid. Now they have said the final payment was not made and are again threatening with a credit agency. My accountant had sent a cheque which was not encashed and is now making direct payment. They have had a pay me compensation on three occasions so far, they obviously want to pay again! I shall be taking this up with the Ombudsman and getting on touch with the newspapers. I am widowed and a senior citizen who has always paid my bills on time. I had booked a callback from them yesterday, which did not materialize.

I’ve had an absolute torrid experience…

I’ve had an absolute torrid experience since joining Shell Energy and wished I had never set clasp on this absolute joke of a company. After being forced to join onto the “Smart” meter system which initially didn’t work or connect into the Shell system several phone calls later I thought it was all sorted. This is where the nightmare didn’t end, 6 months in with the “smart” meters I now have received a huge electric bill for nearly £600 advising me that I am using over a 40kwh per day. The advisor who I spoke to was absolutely clueless even though I told him an average household uses no more than 10 a day. I also advised him I have bills from number of years which also clearly shows that I use no more than 4-5 kWh a day so how has this jumped to 40 kWh a day. I said this has only occurred since the migration to the smart meter. This still hasn’t been resolved and I am loosing hope with Shell Energy big time.

highly disgusted with shell

highly disgusted with shell. setup for a fixed monthly plan. first month they took £30 which wasnt the amount agreed. rang up to see why they didnt take the £80+ a month. they told me they dont take money for energy not used (lol). now checked online i have a bill for £400+. DISGUSTING COMPANY. STICK TO SELLING PETROL


The broadband is bad but they its the

The broadband is bad but they its the. Phone. Yet it worked for six days its there broadband I’m really upset with there attitude

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