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Shell Energy Broadband ‘overwhelmed by complaints’

“…this company is overwhelmed by complaints and customers spend over a hour waiting to speak to a person.”: “Broadband still not working 3 weeks after connection date…”

31 MAY 2022

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

Give Shell Energy broadband a miss!

Allegedly Shell Energy purports to be a telecommunications company. Sadly this company is lacking in all departments.
I don’t wonder if their customer service people wake up screaming.
*We do understand
*We apologize
*Thank you for your patience
*You have come through to gas & electric.
None of these employees have any means of resolving issues so have to resort to platitudes. The result is that this company is overwhelmed by complaints and customers spend over a hour waiting to speak to a person. The only way to get through is via social media but still not much is achieved.
Since Shell Energy took over from the Post Office they are pleased to take in fees without giving the service paid for. No wonder Shell profits are soaring!
My own problems have been ongoing for almost a month now without a result.
Incidentally still waiting for the contract details promised on 7/4/2022.

This review refers to Shell Broadband

This review refers to Shell Broadband, since the Post Office off loaded home phone and broadband to Shell the customer service has been so incredibly bad, the transfer was supposed to be seamless but there were problems, also I get a threatening e mail to say I was behind with payments when I wasn’t. Trying to get through on the telephone was a nightmare and still is. They did apologise by email for the mistake but that was after I made an extra payment on the telephone putting me in credit. Shocking customer service. I am trying to contact them now but after 20 minutes still no answer. Plus I wrote them a letter of complaint 2 months ago and still no answer.

Diabolical Service

Broadband still not working 3 weeks after connection date. BT engineers booked and time take off work to facilitate visits, but no-one shows. Various phone calls and emails that haven’t been responded to – issue still not resolved. Got told I would be subject to early termination fees if cancel contract, despite no broadband being provided and no resolution insight. I can safely say this experience has been the *worst* customer service I have ever experienced. Around 10 hours total on phone and still not resolved. All I want is a broadband connection!

Shambles – poor comms internally and externally

No response to emails or messages left. Despite being reassured on Friday 27 May that I would be called on Monday 30 May and advised of a date for an isolator switch to be fitted, to enable my solar panel installation – PRETTY KEY – no contact was made. This farce has been ongoing for ~3 weeks now! I was eventually offered a date of 28 July, which I said was an unacceptable time frame for fitting an isolator valve and was also delaying the installation of my solar panels. I asked for this to be escalated. The lady I spoke with assured me she would pass on my complaint but suggested I get this date booked in, in the interim… except when she tried to do this the system wouldn’t enable her to book this! Hence planned to get to the bottom of what was happening and get back to me. Absolutely poor and given the choice I would have swiftly changed to another energy provider.

I was a first utility customer for…

I was a first utility customer for years and never had a problem brilliant company. Here we go since shell took over it’s an utter shambles, poor customer service, the app doesn’t work I’ve had to call shell time after time to get this fixed BUT yet again it crashes, so can’t Track my usage especially during these difficult times, the list is endless. Avoid this energy company at all costs. All shell care about are fat cat profits, disgusting. Sadly I had to call shell today yet again to follow up their utter failure in delivering a simple request, to be told at the end of the call your account as they say is “ healthy “ and in a good CREDIT balance I was then told to increase my payment further I kindly said NO.

Generally appalling

I moved out of my propery on the 1st December 2021, finally got my final bill and other associated issues resolved on June 1st 2022.

With the exception of Vernon and Ayden (both of whom were polite, considerate and clearly had a brain), the 18 other agents I had correspondence with couldnt have been worse in all honesty. From failed call backs, being unable to read basic emails, to proposing simply impossible meter readings, they gave me the full customer experience.

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. Shell Plc CEO Ben Van Beurden openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy. 

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