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Shell received most home broadband complaints in final quarter of 2021 – Ofcom

Shell received most home broadband complaints in final quarter of 2021 – Ofcom

Shell Energy generated the most complaints about home broadband in the final three months of last year, new figures show.

Regulator Ofcom said the company had generated 15 complaints for every 100,000 customers served between October and December 2021, with TalkTalk the next worst performing with 14 complaints per 100,000.

The industry average is nine complaints, Ofcom said.

The same two companies were also the most complained about landline providers, with 10 complaints per 100,000 made by TalkTalk customers, just ahead of Shell on nine.

Ofcom said it publishes the figures to help people compare companies when shopping around for a new provider, and as a means to encourage firms to improve their performance.

FULL ARTICLE

EXTRACTS FROM A RELATED telecoms.com article

Shell Energy tops list of broadband complaints

Shell Energy attracted the most complaints of the broadband firms due to faults and service issues. It emerged as a broadband provider in 2018 once it bought First Utility and rebranded it the following year. In February last year it bought the Post Offices’ broadband business and became a much larger ISP in the process, taking on an additional 450,000 customers.

Shell Energy also topped the list of most complained about landline providers…

“Shell Energy continues to be the worst performer on customer service, with complaints for its broadband offering well above the national average,” said Ernest Doku, telecoms expert at Uswitch.com.

EXTRACT FROM A RELATED FORBES ARTICLE

The most common complaints among Shell Energy broadband customers were faults and service issues (44%), complaints handling (25%) and billing (21%).

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