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Our Shell broadband has been cutting out for weeks one minute it works next it doesn’t

“Absolutely shocked about the customer service we have just received, our broadband has been cutting out for weeks one minute it works next it doesn’t.”: “Why am I paying for service that does not work, waste of time and money total mickey mouse company will never use them again. Avoid at all cost!!!!!!!!!!!”

21 Feb 2022

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

HELLLLP!!!!

Been trying to cancel this BROADBAND contract for a MONTH. No response.
Please just DO IT.
PLEASE! NO EXCUSES and NO PROMISES OF PHONECALLS.
CANCEL CANCEL CANCEL

If you don’t have money to waste stay clear

Just moved house and was looking for broadband, so like most people, done a search, and got a call back from someone selling Shell broadband, made it sound like the best thing since broadband was developed, had my reservation, but he was convincing, so went ahead, loads of emails not much action, first was sent a delivery date did not arrive, contacted Shell no help, went live today, no internet, just a flashing green light all day, but can’t ring as they say give it till after midnight, it ain’t going to come on in the next 3 hours so will have to leave it till the morning to hear there excuses and for them to start an investigational. Don’t try to save be a few bob, an extra few quid is worth get a reliable service

Shell Broadband a story of deceit…

Shell Broadband a story of deceit…
Long story short: I have recently moved house and should have gone live on 16th. On the date an engineer has come, done his bits and acknowledged that everything is okay only to learn that mine router hasn’t arrived. Nor have I received a message, neither other sort of communication from shell. Called them on a very day, was put on hold for 40min and an operator has told me that the router has never been shipped. She apologised and promised to send out on that day, it’s going to be delivered within 48h (Friday). Now is Saturday 19th and still nothing. Rang them again, was put on hold again for 52min (can you imagine!?) only to learn that the router is going to be shipped today and (again), I have to wait for 48h. While was on hold, have checked my email and guess what – my first bill is ready which clearly states that I’m going to be charged from 16th.
2No. emails received while was speaking with them: both with a complaint closure acknowledgement. IS THIS HOW COMPANY DEALS WITH CUSTOMERS? What a scam! Please avoid at any cost. Utterly disappointing story…1

Disgusting customer service.

Absolutely shocked about the customer service we have just received, our broadband has been cutting out for weeks one minute it works next it doesn’t. Called customer service last week who organised for an engineer to come out which has not happened, Called back this morning spoke to Priya, she said if my partner is working from home to go into the office to work and If I want to watch television netflix/prime to go to a friend’s house. Why am I paying for service that does not work, waste of time and money total mickey mouse company will never use them again. Avoid at all cost!!!!!!!!!!!

I had to give the 1 star because it…

I had to give the 1 star because it wouldn’t allow me to give 0

I wouldn’t use this company for anything, the service I have received AWFUL. I have contacted them 3 times due to broadband not receiving my router and my new upgrade. When able to get through after being on hold for ages or just getting cut off, I was moved to different departments to try sort out my issues. I asked to speak to management and was told I would receive a phone call back to speak about my complaint.. guess what never got one. Also was meant to have another phone call to find out why and to get my broadband upgrade sorted and never received a phone call from them either. Absolutely the worst company I have ever dealt with.  I’m still on hold while writing this review to another department to cancel my broadband completely. My recommendation, DO NOT ever use this company.

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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