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Issues with Shell Broadband from the start

Content sourced from current customer reviews of Shell Energy published on Trustpilot. 

27 August 2021

Poor services and useless customer service

Unfortunately, I had issues with broadband from the start. I couldn’t use broadband at all in the house, In the end I was advised to get hubs which would cost my another £200 more . I don’t understand why I wasn’t getting the service. They tried to help but after 2 weeks of unsuccessful trying I end up switching to someone else. Yesterday I received the final bill which doesn’t make sense. So, I have to pay early termination fee of over £262 but why ?! Customer services explained that my cooling off period finished even before I got connected with them. It means I signed up with 2 weeks before my installation day and when I gone live – my cooling off period ended. Really ?! On the the live day – shell didn’t connected services correctly and I had to wait 4 days more for the engineer to arrive to check . List goes on! Anyway,
Now they are sending me a bill to pay for something I have never used. Which is completely wrong. I understand the person in Customer Services just following process but it’s completely ridiculous and very unfair. The customer services lady just kept apologising to me because she knew they are in the wrong but someone from higher management level didn’t authorise her to sort out my issue.

This company gets worst by the minute

This company gets worst by the minute, these rocket scientist that answers the phone for this shower who say that they determine if you are capable of talking while being on the phone at the same as driving on a ladder having sex they have the autonomous authority to drop the call politely. this rocket scientist today told me that my minimum speed is 25 Mbps the one the other day said 28 Mbps, I am day 8 of the connection so by day ten I will be down to 15 Mbps MISS SOLD, I have an email confirmation of 40 Mbps to 67 Mbps 40 minutes on the phone waiting

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