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Shell Energy Intermittent Broadband

12 Jan 2022

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

WiFi is terrible

WiFi is terrible.
1. It always drops out
2. Have reported previously, only just got an engineer out
3. They ask you to do engineer type work before sending one out
4. If anything is not as they think it should be, you will get fined
5. The engineer was supposed to come on Friday, Monday or Tuesday as we agreed and they showed up today, on a Sunday saying they were supposed to show up on the Saturday but it got too dark? Not what we agreed
6. The engineer complained they had to find out from two poles which caused the problem
7. If you are not in on the appointment day you get fined.
8. Go elsewhere it took over an hour on the phone and my partner having to do basic engineering which he isn't trained or paid for!
9. Make sure to ask for a transcript of the copy of conversation in the form of a subject access request and a written transcript of the conversations which only managers can do

Sweet baby Jesus…avoid like the plague

Shell took over from the post office and they are actually worse. Don't sign up to this broadband no matter how cheap. I was on hold for 30mims in total to clueless staff.. avoid. There also seems to be a lot of fake 5 star reviews on here. No thanks Sara thankfully my contract is up and I won't have to ever use your rubbish service again.b

Intermittent broadband

Intermittent broadband. Internet is dropping out for significant (approximately 30mins) periods every day at least. Issue has dragged on for 3 months without any resolution or improvement in service.

Terrible Customer Service. At the end of the contract customer…

At the end of the contract customer service was terrible. I sent off the router as requested, then got sent emails saying they would charge me loads for not sending it back. On top of this tried to charge me for an extra month after contract ended. Caused a lot of stress. Avoid Shell broadband with a barge pole!

Shouldn't bother…

I have just sat for 35 minutes trying to cancel my broadband order, if you want to cancel I suggest you get a cuppa and a good book to read while on the phone, think they enjoy leaving you hanging…

Liars and chancers

Was with Shell Broadband for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to have much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.

Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.

Dreadful communications

My request for a reminder of for my e-mail password is being ignored.

Do not use this company

Do not use this company. I had an account with First Utility and cleared my account using a debt management company as I had ran up quite a lot of debt. Last year I cleared every bit of debt I had, but Shell keep hounding me even though I have supplied proof the account is clear. I am waiting for their proof of where the debt came from. Texts and emails every day chasing me, but they can’t or won’t supply me with the proof of the debt. Terrible customer service. I am now in the process of taking legal action and getting the regulator involved.

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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