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Shell Energy Broadband a front for TalkTalk?

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

18 Oct 2021

Just had my distraught daughter on the…

Just had my distraught daughter on the phone to say she’s been cut off with her broadband when she’s received no bill, the attitude of this company on the phone is a disgrace, complaint was put straight in and they closed it straight away, going to have to seek redress elsewhere and look for a more reputable company!

Shell Energy Broadband and why I came to my 1 star rating

I’m happy to give the one star for the customer service advisors who, generally speaking, did their best to help me and were courteous.

But, I’m taking off one star (out of the 5 possible) for the fact that Shell Energy Broadband did not advertise in the first place they were just a front for TalkTalk – had I known that, I would never have joined them due to previous service issues with TalkTalk.

I’m taking off another star for the dreadful 4-5 day wait I had to endure as to why my service was down, then to have to wait another 2 weeks almost for it to be reinstated (an OpenReach problem which they said they could do nothing about), and, for the troubles we had, and for the possible lost work I had to endure because of this, plus my son having problems with his employer because of it, all we got in compensation was £14.50 or so because they are not part of the Broadband Compensation Scheme.

Another star goes because in all my time using broadband, I have never had one company ask for their router back. Shell’s router was that bad I had to change it to an old one I had (they say themselves in their blurb now they’re not very good), and although I have every other router I’ve ever had still, I couldn’t find theirs – and so they charged me £35 for it. Not happy.

Finally, the last star goes because as soon as I said I was leaving, I couldn’t access any of my bills; so I’m paying them on trust that there’s no rogue calls having been made from my line, and I can’t access the ones I need for my records still which I hadn’t yet downloaded; nor was there anything they could do about it to even send me them when I asked.

That’s how I’ve ended up giving them 1 star, something I haven’t done to date in any review.

The above are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  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 company
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