Shockingly poor broadband service and even worse customer service. Unethical. A complete disgrace.

Customer Service NON EXISTENT: Received letter stating engineer would be out between 1-6pm no one turned up, not even a call,to my mobile. Called customer services to find out when engineer would be out and was told I didn’t need one and was connected. I said I was 89yrs and couldn’t get down to switches and didn’t know how to connect to WiFi, they hung up on me. Called again for complaints to let them know how I was treated and would be expecting the £25 credit which states on their website you receive for engineer not showing up, she hung up on me again!Date of experience: 03 October 2023

This company are appalling: This company are appalling. They come out as the cheapest on comparison sites but beware they then up their charges to an extortionate amount once you are with them. They wanted us to pay over £500 a month for a 2 person household. They also made us pay over £1000 stating we were in debit on our account despite paying a really high monthly direct debit. We are now with another company, pay less than half of the amount that shell charged us and are already in £600 credit after 4 months. Date of experience: 16 August 2023

Bullying vulnerable old people is…: Bullying vulnerable old people is pretty low, and that is what they are doing. Message sent saying more than doubling their direct debit when they have never been in debit and we have to keep getting the overpayments back by wasting our time on the telephone to them. We keep putting in complaints which presumably go into the bin.

I really do thing there should be some legal comeback on these bullies.

In any other part of life just taking more money than you are due would either be theft or fraud. What makes them think they are above the law and decency? Arrogance and corporate targets for deposit amounts, and they are probably getting 5% on your overpayments, means their profits swell and anyone who is on a profit related bonus gets a bit more at your cost. If you think about it, if Shell Energy have 1m customers, and they each have at least £500 overpayments in SE's deposit account then SE are raking in almost £2.1m per month in interest. They should be made to pay customers 5% on any money they hold over £100 to discourage them ripping everyone off and defrauding vulnerable old people. Date of experience: 29 September 2023

I am going to sue them.Destroyed my…: I am going to sue them.Destroyed my credit history, overcharged me and never paid it back, keep harassing me to pay.T

hey know I have heart issues yet still stressing me out. Disgusting cheaters and thieves.

Date of experience: 02 October 2023

2 Oct 2023 broadband down again: 2 Oct 2023 broadband down again, ring shell, tell them my password they then tell. Me to enter,,, low and behold it's up and running again. fault team saying nothing wrong, as well as passing me to different departments.

Octopus don't take it on

Date of experience: 02 October 2023

The installer who came to install the…: The installer who came to install the smart meter for me was very rude. First of all, he was late - he arrived at 5.20 pm. He raised his voice to me (I warned him 2-3 times not to shout at me). He wanted to see the radiator controller. When I said that there was no problem, but he had to change his shoe covers, he was wearing them outside - it was raining and he was walking on the ground -- HE SAID IT WAS NOT A PALACE AND HE WENT AWAY. He also threatened me that he would disconnect my gas. I also did not receive a home monitor that would control my gas consumption. I also didn't sign the completion of work for him - the signature I gave him before starting work, he said that he couldn't start doing anything without it... That's not the way to do it. It's a showcase of your company, which isn't very pretty. Date of experience: 02 October 2023

Bye bye Shell: Fixed price came to an end. Payment is going from £153 to £243 despite the spot gas price being historically low. They offered a fixed rate tariff, takes the price down to £226, the catch? I must take a Smart Energy meter that I don't want and have never wanted, and have declined SMS who have phoned me easily 15 to 20 times since I've been with Shell Energy. I've told them every time to stop phoning me, I don't want a smart meter, but still they do it. Albeit I haven't had a call for a few months, maybe they've stopped. I don't know. But not before telling them over and over again to stop phoning me. I also used to get nagged regularly with text messages to book a Smart Meter despite never wanting one and making that clear from the first time they asked. Now shell is giving me a high price, with a tiny discount if I accept a smart meter. I started my switch to Octopus energy today. £217 a month, albeit a variable rate, so the Corrupt Neo Marxist government can treat me and everyone else like an ATM machine to fund the hotels for illegals, and the Ukraine war that had nothing to do with us. This after they put 28+ energy companies out of business by pretending to care about people with a Price Cap, now the greedy corrupt energy companies have no incentive to compete against each other, since the corrupt Marxist government killed off almost all free market competition. Date of experience: 03 October 2023

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