Eleven days without Internet, fobbed off by Shell Broadband

We have been without internet for *eleven days* over Christmas now, because Shell have messed us around, passed us from pillar to post, lied to us, and shown complete disregard for any standard of customer care…”: “kept us waiting for over 45 minutes on their premium rate helpline…”

01 Jan 2022

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

Disgraceful Service

We have been without internet for *eleven days* over Christmas now, because Shell have messed us around, passed us from pillar to post, lied to us, and shown complete disregard for any standard of customer care. The tracking number that they have given us for the router they supposedly sent out (dispatched *over a week after we first called them*) is not recognising any parcel. They could have sent us one straight away by courier, but instead they fobbed us off, asked us the same questions multiple times over, kept us waiting for over 45 minutes on their premium rate helpline on more than one occasion and blatantly misled us about when their helpline was actually open. These are to name but a few examples of the utter incompetence, negligence and cost-cutting we have been subject to.

As two clinically vulnerable people we have both had to expose ourselves to increased risk of Covid by travelling to crowded places to access connectivity and services.

We have had to miss online calls with family and friends, spend extra money on our very patchy mobile data in a rural area of poor network reception, and forego TV or internet over the only proper break we have had all year.

This could have all been solved by Shell sending a router out straight away – which they chose not to do.

Absolutely no regard for their customers whatsoever and I would implore people *not to take out any services with this organisation*.

And that’s before getting into what on earth was wrong with their incredibly poor-quality router in the first place.

We are now told that the router won’t be here until at least Tuesday. That’s two weeks without internet over the Christmas holidays. The manager refuses to send one out by courier.

Utterly disgraceful

Misleading Marketing

Only 17 sleeps till I buy myself out of the Shell Energy Broadband contract. This has been the worst purchase I have ever made. During the last eight months, the wifi aspect of the broadband service has failed almost on a daily basis, and nearly always at times when it is most needed. Having been through the support and claims system many times, I have learned that the router is the problem (hence the competitive price) and Shell do nothing to rectify it. Instead they explain that they cannot promise a wifi signal that will be strong enough to travel to a device less than a meter from the router. I thought band speeds were about speed and not strength. Please make sure you understand the marketing material before you sign up for this product

Just moved to new address and took our…

Just moved to new address and took our Shell Broadband with us as they had been very good before. 3 days in and our router played up, 2 days later and God knows how many hours on the phone now, system is still no good, no Wi Fi only hard Ethernet connections, obviously faulty router. They send us by phone a new admin code, then okay, then next day speaking to one of their advisers, totally screwed up whole system, no Wi Fi at all now. Spent 4 hours today trying to reprogram router still no good. What a waste of time.

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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