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Shell Energy Broadband named worst provider for customer service

According to Ofcom, Shell Energy Broadband was the broadband provider that caused the most complaints, topping the table with 31 complaints per 100,000 customers – up from 22 complaints per 100,000 in the previous quarter when it was also the most-complained about provider across all of the sectors Ofcom monitors. Shell Energy Broadband customers’ complaints were usually due to issues with complaints handling.

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Shell Energy Broadband named worst provider for customer service

18 Oct 2022

Ofcom, the telecoms regulator, has named Shell Energy Broadband, BT Mobile and Virgin Mobile the worst providers for customer service in its latest report on complaints in the telecoms sector, covering April to June of this year.

The regulator uses a combination of interviews with customers and information given by providers to produce its league table of results. Overall levels of complaints were similar to those in the previous quarter.

However, there are still large differences between providers – particularly in the broadband market where complaints are more common overall. These findings support our research that shows that some providers simply don’t stack up when it comes to customer service, reliability and value for money.

According to Ofcom, Shell Energy Broadband was the broadband provider that caused the most complaints, topping the table with 31 complaints per 100,000 customers – up from 22 complaints per 100,000 in the previous quarter when it was also the most-complained about provider across all of the sectors Ofcom monitors. Shell Energy Broadband customers’ complaints were usually due to issues with complaints handling.

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