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Erratic Broadband from Shell Energy. Awful Customer Service

12 APRIL 2022

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


Terrible, the internet is on and off, when you call the customer service, it takes more than 20 min and then they never find a solution for you. They said they will send someone to check and the person never finds anything and then they charge you like 60£ for the visit..Still no solution to your problem.

Absolutely shocking

Absolutely shocking. Would give zero stars if able!!

Awful customer service. Transferred to them after my old company went bust. In 6 months, my account is still a shambles and been told they have closed my account. I’ve had no notification of this. Only found out as I called up to book smart meter which they cancelled without telling me last week!! Don’t know what is going on. Additional worries at this stressful time!  Steer well clear if you can!!

If I could give no stars

If I could give no stars, I would.

This company has told me 3 times over 3 weeks, I would have a modem to connect the internet and they have never sent it out.
Spent at least 6 hours on the phone with 50 min hold times each time,
I work from home, I have been without work for 3 weeks, they have done nothing to help me or solve the situation. Disgusted with the customer service, and response of this company. Wouldn’t use or recommend to anyone

Customer service is a nightmare.

Customer service is a nightmare to get through too. Spent 7 months trying to get them to sort smart meters that they promised to fix. No breakdown on usage on their bills. Finally after leaving and paying £60 early escape I now find they claim I’m late with a bill 5 months after I left .This has impacted my credit rating and I’ve never received a bill for this or a final account information.
Avoid at all costs

Would like to give 0 stars

My mother’s phone service was moved to Shell Energy from the Post Office and we have now cancelled it because of the abysmal service: demands for money without producing a bill, threats for non-payment even though the bill was paid 13 days previously (and they can tell from their system that it has been paid), extremely long waiting times to speak to someone and, to cap it all, there is now a fault on the line and she can’t even use the dratted phone! This was all very distressing for my 86 year old mother. Shell Energy just rent lines from BT so we are going to connect her to the organ grinder and cut out the monkey!!

Complaint made. Very poor service so far. Been robbed.

Complaint made.
First of all shell energy sent a demand for money when my account was up to date.
More recently they failed to take a payment and as of today they have taken what I initially thought was a triple payment. Upon logging in and checking my bill it appears that this is for two months and the monthly fee has risen dramatically. I recall no notification of any such rise and it states on shells own website that the cost will remain the same. So why the rise.
Await shells reply on this matter but don’t think I will be staying with them. Service is very poor.

Had a smart meter installed. Poor communication of problem.

Had a smart meter installed, at their request, last week. It does not show energy readings on its display unit. Very difficult to use their sites to report or find a solution. Eventually got an email back which says smart meters may take 28 days to become activated !!! Going a different way I found a site saying they are having problems with the meters which are not acommunicating with the display units but they are working to fix it !!!! It is the lack of communication with me I find more annoying than the units failure to give a reading.

Pessimistic forecast by Shell Energy

I have just received yet another prediction from Shell Energy of the amount of energy I will need to purchase this year. It appears to be based on the assumption that the amount of energy, in terms of kWh, I will need to purchase between April and September is much the same as I purchased between October and March. I do hope that this summer renders them dramatically wrong.

Useless information …

My mother has been moved to a nursing home and will not be returning to her property I have spent hours on the phone being cut off twice only to be told eventually I need to put my details on the system via the app before they will speak yto me but app states you can only change telephone number. I only want to find out if I can get all standing charges stopped for her as the property is now shut down. Unfortunately it appears I will just have yo change to a supplier who advertises this as it seems this is easier to do that yo speak to.customer service. Also live chat will only speak.about broadband !!

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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