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Hopeless Shell Broadband

28 Jan 2022

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


I’ve been trying for 17 days to transfer service to a new address and it’s proving impossible:
Calls are deferred with no promised callback.
Webchat requests are deferred, or the webchat isn’t even manned – so you wait in queue position 1 for an hour for nothing.
Emails, even COMPLAINT emails are ignored.
I’ve now cancelled but even getting that confirmed is proving impossible because I’m unable to get a response.

Their “Fibre” connection is rubbish.

I was automatically moved over to Shell from the post office – who had an excellent customer service. Now I pay for a Fibre connection that doesn’t work – I can’t even be on video calls. They can’t fix the issue, I have to pay £80 to terminate the “contract” early (the one I had with the post office!!)…. I would never choose Shell as a company myself. I was on hold for over an hour last time I tried to get through to them, the customer service is awful and if they ask me to change the socket another time, or to turn the router off and on again, I will lose my temper with them!

I have run in to money problem after…

I have run in to money problem after finishing my seasonal job witch I’m to starting again next month. Sadly I wasn’t able to pay my bill so I asked them if we can take my 2 months bill and make a payment plan so I could get my broadband back as I rely on in very heavily because my location. They never agreed to it. I have talked to other providers and most of them do understand and would help me in this situation. I very disappointed and definitely will change this provider.

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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