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Shell Energy Broadband is a total let down

Absolutely awful company – broadband does not even work upstairs in a 2 storey house, terrible customer service…

17 Dec 2021

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

1 star is 1 too many!

I can not give a minus review, but they definitely don’t deserve 1 star. Absolutely awful company – broadband does not even work upstairs in a 2 storey house, terrible customer service – can’t change a direct debit date – pay when they want or cut you off and if you want to leave will quite over £200 cancellation fee

Wifi router does not work and Shell Not answering Calls

We are in an even worse situation now with the service from Shell Energy Broadband. The wifi router has no wifi function – none of the wifi lights are lit up on the router. I am writing this review with a wire trailing from the router to my laptop. My husband and I can no longer use our sim only deal phones for accessing the internet, as we have used our data in one day only. We called Shell Energy today and they promised to call us back and they haven’t. We are almost without broadband, as our only connection now is via this wire to this one piece of technology. We have no choice but to pay for the rest of the contract term and source Broadband from another provider. No chance of that before Christmas, so not only are we dealing with everything a pandemic creates for you, we have the stress of having no broadband. I cannot stress enough how Shell Energy Broadband does not do what it promises, it is a total let down

Service/communication is absolutely appalling

Service/communication is absolutely appalling. Left Shell Energy Broadband service in April this year to a new Internet provider by using moneysaving expert comparison site. However Shell Energy are trying to bill me for a Broadband service that they did not provide from April – September, after confirming that they had terminated my account, they are now insisting payment charges for April until September?? for a service I no longer receive. Have complained and requested a breakdown of cost numerous times with no result and no attempt at resolution has been offered. Call staff are rude/uncaring, email communication is a joke, contradicting themselves often.
They have now issued a debt collection agency on to me demanding payment and entered a non payment to my credit file which has totally obliterated my 100% credit rating. A request for Information was made under a SARS and they have missed the 30 day deadline for me to access my files. To date I have still not received any information. I have now Reported them to The Information Commissioners for failing to provide the information. Staff are rude, uncaring, do not read your emails/communication and offer no apology. Avoid this company at all costs.

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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