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Absolutely Terrible Shell Energy Broadband

“Horrendous we were left with no internet for 3 weeks due to them been unable to connect us to there broadband, every phone call was over 20mins to be told they were doing there best!”: “Absolutely terrible! In the 3 months of being with then we didn’t have 1 day of good broadband. We were constantly rebooting the router and restarting the box.”

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer Chris Bolam: Location Leeds: Date 2022-10-13

Comments

Agreed a new 18 month contract with Shell Energy Broadband on 29th July ’22. Already an existing customer out of contract, to entice me to enter a new 18 month contract I was offered various incentives over the phone by the retention’s team; a low fixed monthly price of £23.99 for 65Mbps (including landline), a free month of broadband and line rental and a £30 bill credit on a new 18 month contract. When I received the new contract details in writing by email I had the foresight to email and ask why there was no mention of either the £30 bill credit or the free month of services. Along with the other standard terms and conditions the contract only confirmed that it would last 18 month and be at a monthly cost of £23.99 as agreed over the phone with their retentions team rep.
By return customer services did confirm in writing that my agreement did indeed include the aforementioned incentives. Thank goodness for this confirmation as they have welched on these incentives. It has taken a month of emails to get the £30 bill credit applied, however, I only have their word for this as the bill section of the website has been unavailable for days. They have so far refused to comment on the free month, ignoring all emails and messages which reference the matter. They have even closed the case because they say the matter is resolved. They have failed to provide the requested deadlock letter so I can pursue the matter with the Ombudsman arbitration service. Their latest method of dealing with the matter is to not respond to messages at all.

it’s clear from previous messages that a possible cause is that different people are constantly handling cases and do not read account notes or even attempt to understand what requires action. You never actual get a message signed with a real person’s name. Each response from them comes without the previous correspondence, making it impossible to know which aspect of the complaint they are actually responding to. It is impossible to tell if this is deliberate or just plain incompetence. Either way I will wait the eight weeks from when I first raised the complaint on 14th September and pursue the matter with the Ombudsman. As they are in breach of contract I will also explore with the Ombudsman whether I can move to another without penalty, rather than entertain these charlatans for the full 18 months.
Should you be considering this company for your broadband requirements take my advice. When the service is all working and you don’t need to contact customers services then its fine. However, should anything go wrong, then you’re truly on your own in a process designed to frustrate customers rather than resolve issues.

Reviewer Alan Bradshaw: Location Cockermouth Cumbria: Date 2022-10-13

Comments

Horrendous we were left with no internet for 3 weeks due to them been unable to connect us to there broadband, every phone call was over 20mins to be told they were doing there best! my advice look elsewhere

Reviewer MH: Location Cheshunt: Date 2022-10-13

Comments

Absolutely terrible! In the 3 months of being with then we didn’t have 1 day of good broadband. We were constantly rebooting the router and restarting the box. Every time my son tried gaming on his pc the Internet would loose service and the rest of the house couldn’t use their devices.Trying to get through to customer service was just as bad as I’d say the average time to get through was about 1hr. An engineer came to see why we were having so many problems and said we needed a new router but shell refused to supply 1 for free saying I’d need to pay for it. The final straw was when we lost Internet service 32 times in 1 day! Eventually shell agreed that I could leave with no fees to pay as I was not receiving my contract service agreed but instead of disconnecting the broadband on the actually day agreed they disconnected the service the night before so we were left with 1 day of no Internet. We only decided to change our broadband provider to shell as they were cheaper but to be honest I wish I hadn’t bothered. My advise, always read as many reviews as you can before switching broadband provider as I wish I had researched more before agreeing to move with their service.

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