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Absolutely appalling service from Shell Energy Broadband

1 Oct 2022

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

Absolutely appalling service

Absolutely appalling service, I have been with them a little over a month and I am counting the days left in my contract, service constantly cutting out. Cannot imagine a provider any worse, actually has me missing AOL dial-up

Date of experience: 01 October 2022

Shell Energy Phone & Broadband

Shell Energy recently purchased the Post Office phone and broadband. The service from this company is poor to be polite. No phone or broadband for 5 days Compensation offered £10 when I eventually spoke to someone and said about the Ombudsman service and compensation rates he said we don’t believe in that and not signed up to it. What a sham for such a large company. My advice to anyone thinking of moving to them is don’t find someone else. Just waiting for a fibre connection and then goodbye to this awful company.

Date of experience: 30 September 2022


Terrible. DO not bother. Since attempting to join there have been error after error which they blame on OpenReach but its down to them inputting the details in incorrectly. Now my other broadband is cancelled and this is delayed by weeks, I work from home so am screwed now and cannot work. If you call expect to be on hold for 30 mins to get through to someone who cannot resolve the issue

Date of experience: 29 September 2022

Completely appalling customer service

Completely appalling customer service. Broadband and phone works well but they have made several pricing errors which they are unable to resolve. I have spent HOURS on the phone, keep getting cut off, put on hold for say 10 minutes without any updates, no apologies for their errors. Dreadful.

Date of experience: 30 September 2022

They take what they like from your bank…

They take what they like from your bank account, not what you have used. Then take up to 10 working days to refund. They ignore meter readings and just guess what money they will take every month. Reporting billions in profits and still increase prices. Avoid this company

Date of experience: 01 October 2022

I asked on day 1!!!!!!!@

I’ve been waiting for smart meters since Covid-19 started. I can’t talk to a human after work. I’ve just spent 1:30 hours on there complaint line, I then got put back to the original web page. The website could be perfect in 10 minutes, if someone knows what they are doing!!!

Date of experience: 30 September 2022

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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