My Shell Broadband still not working after 6 weeks

“Broadband still not working after 6 weeks.”: “Straight away I noticed how slow the speed was and how long it took to connect to sites. Tried to call Shell, but could not get through, tried emails but no reply…”: Absolutely terrible service and bully boy tactics.”: “I would strongly advise people to avoid Shell”

23 June 2022

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

Awful customer service.

My mother signed up to have her phone service with this company. She was told she would have to have broadband with her landline. This was explained and understood. We therefore made repeated requests to have a router sent to enable broadband. Several months later still no router and still being charged for broadband and now a letter stating my elderly mother is not entitled to a refund. A few months earlier had spent a lot of time getting my name on their files so I could act on behalf of my mother. Now a get a letter stating I am not authorised to speak on her behalf and would have to get her permission. This has already been done. I have an email case number and they don’t have a record of it. Please avoid this company at all costs

Join Shell Energy if you have time to waste

Broadband still not working after 6 weeks. Despite the on-going issues, I have had an email today saying my complaint has been closed! I was astounded to read such an email!

I’ve taken day’s leave for BT Engineers to come to my house, but then was told by Shell this was an error and never needed to be at home. Sent two different routes, neither of which work.

Ring and get passed to a variety of different departments, none of which help.

I get told my case would be escalated and that managers ring, but no-one does.

I’ve sent emails weeks ago but had no answer.

I am very angry about how this issue has been handled and I can confidently tell you this is the poorest customer service experience I have ever had to deal with.

I am preparing an invoice which will be sent to Shell to address the loss of earning from a day’s leave, use of mobile data due to the lack of broadband and to cover some of my time wasted resolving this issue.

Please don’t use Shell Energy broadband – they’re really bad.

Was signed up to Shell Energy broadband…

Was signed up to Shell Energy broadband by Consumer Choises was told if I was not happy with it I had a 14 day cooling off period. Took 2 weeks for equipment and service to go live. Straight away I noticed how slow the speed was and how long it took to connect to sites. Tried to call Shell, but could not get through, tried emails but no reply. After 6 days I’d had enough and sent the equipment back saying I wanted to cancel. I believed this was within the cooling-off period. No reply for 2 weeks then got a call from Shell saying the 14 day period was from the day I signed and not when I received the equipment. I told them it took 2 weeks to arrive so how could I know I wasn’t going to be happy with the speed. He said that didn’t matter and I would have pay over £100 to cancel due to early cancellation fees. I said that I can’t afford the amount, was then threatened with debt collectors. Absolutely terrible service and bully boy tactics. Now got to seek legal advice.

Awful company with which to deal

Awful company with which to deal. I had been a Post Office broadband customer and they sold their business to Shell. My Charges went up over 25% even though I did NOT sign a contract. They charged me for calls when there was no one in the house including a call to my own mobile which was with me at the V&A at the time of the alleged call. Then they charged me for leaving even though I never signed a contract with them. I would strongly advise people to avoid Shell

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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