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Customer says Shell Energy ‘internet down most of the time’

“Wouldn’t even give this company one star. They cocked up an broadband upgrade. Customer service beyond rude – staffed by poorly trained, passive aggressive individuals.”: “Our phone line is down and internet down most of the time.”

5 June 2022

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

Beyond useless!

Wouldn’t even give this company one star. They cocked up an broadband upgrade. Customer service beyond rude – staffed by poorly trained, passive aggressive individuals. Technical support just as poorly trained and completely lacking knowledge on how to resolve even the most basic of network connection questions (ie. couldn’t provide my user name and password so as to use a third party modem). Long wait times (30 minutes each time) for the telephone customer ‘service’. Derisory offer of compensation for loss of service. Have mixed my account details with another user (my mothers energy account with First Utility who I was nominated as an administrated through my email address). My account page shows both my mothers details and my own despite my mother having closed her FU account several years ago. I have never been a FU customer and unfortunately was migrated to Shell Energy from PO Broadband. Shell Energy are simply unable to resolve these mixed accounts.

A customer complaint email via their online form bounced back at me – pretty much sums up just how disorganised this company is.

The clock is ticking – I’ll be choosing another provider once the contract expires.

Beyond useless! If I described this company as incompetent it would be a compliment!

Phone line down and internet down most of the time.

Our phone line is down and internet down most of the time. We are waiting for NHS phone calls regarding treatment, Phone down from Saturday (28 May) Internet down since Monday (31 May)
Shell ENERGY fail to make appearance.

Wife brought home in ambulance after taking unwell. Paramedics couldn’t make contact via phone being down. Paramedics notified of our long term no working phone.This is an emergency, we need a working phone to make contact with emergency 111 or 999.

Today received this from Shell twitter: “Hi there, we’re sorry to hear this. Please DM us the relevant account information including full name, email address and full address and post code and our broadband team will do their best to help you with this.” All supplied. No more contact from Shell broadband team, no replies to my asking them what is happening.

unable to contact them

Got transferred from the Post Office and immediately lost the ability to receive calls, Shell were unable to be contacted so I had no option other than to change ISP. This gave me a full 2 weeks to try to make contact – unfortunately abject failure. Otherwise I guess I would still be with them. Customer contact is vital, hence one star.

They lied to me

Following the death of my mum Shell said they had closed the account and written off the small amount outstanding of £8.62. However two weeks later they took the money from her account.

Don’t say one thing and do the opposite. Despicable

Worst ever customer service!

When Goto Energy collapsed, with whom we had a £385.06 positive credit at that time, we were transferred to Shell Energy. Shell Energy sent a text message stating:
‘There is an outstanding balance of £287.93 on your account 5285974. Please make payment today to avoid a negative impact on your credit file.’
Their customer service only consists of computer generated replies to our emails, via, with links that take you around in circles. and we have failed to get through on their phone line.
Consequently, we moved our energy supplier to Scottish Power, but Shell Energy still has our credit of £88.82.
Despite my husband writing several emails, we are no further forward, in getting a refund, for our money.

When I thought it cannot get worse….

This is a follow up review after my review on 20th of May.

Not only Shell again did not keep their promise of 10 days to organize SMS to come fix my smart meter for a Gas.

Also a representative Sara promise when responding to my previous review for someone to contact me never happened.

On top of that either the handheld died or my electricity smart meter died too. I don’t have any data on the handheld anymore…

It is exceptionally terrible service again and again, one can say Shell strives to disappoint with out the fail every time and on every level.

I also realize I have been scammed off my money by Shell. Since they had no visibility in to my gas usage and i was charged based on “predictions” and lied too. Once I gave them accurate gas measurements they charge me using new post hike rates effectively forcing me to pay more than i should

Shell Energy – Useless

We got moved across to Shell Energy. At the time, OFGEM said that Shell would bring across our direct debit and smart meter details. Shell did absolutely none of this…. Didn’t even contact me to tell me they weren’t receiving meter readings and put my tariff up £100 bill incase I was using more than they thought. Absolutely terrible company. Luckily, because I’m not on a contract, I can switch across to Octopus Energy. Who I used to be with, and originally fitted my smart meters.

Absolutely shocking service shell your…

Absolutely shocking service shell your prepaid system is a load of rubbish trying to top-up is impossible recently never used to have a problem until tonight when I only have a little amount the credit of £2.25 is not good trying to get any help it’s impossible.

Keep getting different bill amounts one…

Keep getting different bill amounts one minute its paid up to date another minute theres still money owing, shell cant handle the mitigation, charging customers for non returned routers when never had a router before, also attitude of staff sucks nor letting me talk and explain things she just was not interested
Sort yourselves out shell and make sure customers get their bills aswell

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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