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Avoid Shell Broadband like the plaque

The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.

22 Sept 2021

Avoid Shell Broadband like the plaque

Avoid Shell Broadband, losts of hidden costs once you leave after your contracts ended!! I found shell’s broadband offer last year at the “money saving expert” webside, he is usually very good to explain your benefits and your costs -unfortunately no mention what’s happen, once your contract finished and you try to leave!

As soon as my new company cancelt my continuing with shell, I got an email that I have to pay £12.– ceasing fee -even my contract ended on the 31.Aug.2021 and the transfer date was the 6.9.2021! I called customer service, they explained: if I’m in contract I have to pay an in-contract ceasing-fee, and now I have to pay an out-of-contract ceasing-fee -unbelievable, never experienced something like this before! To top it all up and add more stress to it, they want the old router back -off course all at my own costs -if I’m not able to do so, they charge me £35.– for it!

They certainly make sure, you never touch any of their products ever again… I’m a pensioner with bad arms, and no printer -don’t know how to print this label -so I can send their rubbish back to them…it’s despicable how they deal with their more mature customer!!

Threatened with £35 bill for not returning router (I have)!

I initially left a 5 star review back in March/April when everything was running smoothly. Unfortunately recently my Internet connection has been dropping in and out which is very frustrating. I was sent a new router that appears to have helped but not irradicated the problem altogether. I was then informed I was to be billed £35 for not returning original router (which I had). Spoke to someone on online chat who reassured me I would not be billed. I have now received yet another email stating I am being charged £35! I rang customer services this time and was advised to email a photo of proof of posting. I’ve done this so I hope this is the end of the matter! Looking forward to the 12th month contract ending so I change supplier!

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