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Shell Crap Broadband. Where to Start…

1st Nov 2021: The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.

Having signed up for broadband

Having signed up for broadband I found I had no service. I was advised a new router would be sent. They didn’t. A month later I changed to another supplier and hey presto I got service. I then received a bill of over £300 for early termination Incredibly they closed my complaint and forwarded the debt to a debt collection agency. I had to escalate complaint further copying in the CEO. It wasn’t until the 28th October that someone at shell actually looked into my complaint and agreed I had not received service and withdrew the charges. I spoke to people who did not deviate from the script which was so frustrating. Holding calls for up to 25 minutes and then being cut off. As a key worker I cannot take or make calls when on duty. Then they had the temerity to tell me that I had failed to allow them to fix the problem by not answering calls. All along I simply tried to tell them. Their own tech team advised they’d send a new router. Turns out they’ve identified a fault on the mast which required contact with the telephone company which again they failed to do. I will not and would never use this company again or recommend to anyone.

Without broadband for 7 days plus…

We moved from Sky broadband to Shell on 21st Oct and 7 days later we still have no broadband since the switch took place. There appears to be no urgency on their part to resolve the issue. Meanwhile our work and personal lives are greatly impacted. I wholeheartedly wish we had never changed provider.

Obviously cant give zero because i…

Obviously cant give zero because i would if i could . Where to start 2 missed appointment by Open reach depite wasting 1o hours of my life waiting , Complained to shell as my provider as you cannot complain to Open reach directly . No urgency on their part to help resolve the issue no call backs from managers despite logged complaints open dispute tickets closed down as problem resolved still waiting for a simple conection of a dormant phone line for using broadband since the 27th sept. All shell so called managers do is play the blame game and swerve it back to Open reach . I have tenants moving in on the 31st oct and i agreed to provide their broad band i could now loose their rental income if they do not choose to stay . Went to the trouble of getting an independent survey done to prove what liars Open Reach are too tried to claim that ivy on a telegraph pole was causing the problem it was not heres the thing row of 7 cottages all with lines conected to said ivy covered pole how have they got broadband then ? . Its about time that another company is employed to do conections in more rural areas and then open reach would not have a monopoly and be able to treat their customers with contempt . I hold Shell equally responsible for not acting on my behalf to resolve the issue . Even tried to blame me for not answering an e mail stating would i be in am or pm for a resheduled appointment when i had made it clear after the second failed appointment with their representative that i lived 15 mins away and could be there when ever . Ditch your scripts and start treating your customers as individuals with issues that need resolving . On A lighter note did speak to a Bt guy couldnt help but said why did you go with them not us they cant even provide petrol can they only time ive laughed throughout this sorry mess !!

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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