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Shell Broadband WiFi keeps dropping Internet connection

31 August 2022

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

WiFi keeps dropping Internet connection…

WiFi keeps dropping Internet connection but broadband still connected. Not easy to speak to a person, 45 mins+ phone wait, get through to someone who does not have much idea what to do and then get cut off and they don’t ring you back. How can this possibly be called customer service? Argue that they are using a contract duration to avoid sorting out the problem and they have no answer. Dreadful.

Wonder where the good reviews about…

Wonder where the good reviews about this company come from? Dont beleve a word. No service from 8.08 til 30.09. Re 30 of Sep Shell keep it a secret, i just happened to come across a person who works for Council and told me about it. To my enquieries on FB i get these:”We passed your info to Open reach, we will update you tomorrow, we will update you on Mon” and then suddenly they forget who i was and start asking presenting myself, my address, my acc number though i keep messaging them all this time. This company literally ruined my life. I planned to move abroad on 1st of Sep, already paying for my place in there upftont. With Shell’s “help” i have to stay in UK and pay for rent here as well. Without phone and internet since 8.08 my many arrangements failed. People could not get through to me and I to them. On top of disaster they caused to me, they dared to bill me for September knowing there wont be a service and it looks like they even dont think to compensate me the money i am losing for the double rent, for work i have to do on the net, for sales of my furniture that i lost because i cant reply to buyers straighaway and can do it from a library only, sometimes.Buyers dont wait and buy from someone else. I am not young and running around with my enquieries and to the library wears me out. Who will pay for my health and stress? I will never forgive them.

Absolutely rank rotten company been…

Absolutely rank rotten company been getting harrased for 6-7 months now I keep telling them I don’t have a contract with them , I have never asked for any service from them, probably the worsted company to contact, they have called me but it’s like talking to a cabbage , they don’t listen then put you on hold, the line either goes dead or you get put on a automated multiple chose, which is totally useless


Useless, poor comminication. They tripled my bill overnight, told me to cancel my DD and that they had set up a new one (they didn’t). Then they have attempted to charge me for paying a one-off bill by BACS even though it was their suggestion that I cancelled my DD in the! If you call them.out.on anything, they just offer to raise a complaint about the previous agent. They also perpetually take 25% more payment than we actually use. They are on a par with Bravofly. Pure Planet were ten times the company Shell will ever be. These guys are just useless.

The app hasn’t shown the spend data…

The app hasn’t shown the spend data since 13th July. I reported the issue on the 14th and continued to do so.
I have recently been told it is being looked at but it “won’t be available for the foreseeable.” No communication to customers about it, they rely on customers coming to them and then tell them there may be a delay in reply due to a high number of people contacting them. When there’s an obvious solution.

Really disappointed still awaiting…

Really disappointed still awaiting final bill after 6 weeks of switching, was told it would be completed by 27th August (28 days ) and still nothing yet can’t cancel direct debit so money being taken for nowt! Avoid!!!

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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