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Awful customer service and broadband doesn’t work!

19 Nov 2022

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

Awful customer service and broadband doesn’t work!

Broadband does not work intermittently.
30 minutes on hold every time I call them to resolve the issue, 30 minutes troubleshooting.
Then I get off the phone and it breaks again.
Customer service is awful, they treat you like an idiot and I cannot find anyone to help. This is a disgrace.

Huge mistake switching broadband to Shell

It appears Shell either has extremely poor or no customer service at all. Recently signed up for broadband which drops out twice daily.
After 1 day I’m still waiting for the call back I was promised and the email I sent has not been replied to.
I never had these problems with EE and will be going back to them asap. I will also be taking my gas and electric to a company that I can trust. Please get in touch Shell as I’d like to say my goodbyes.

If I could give -5 stars I would

If I could give -5 stars I would. Switched from talk talk and the worst decision I have ever made. Connection drops out multiple times a day, staff are impossible and completely unreliable and useless. DO NOT USE THIS COMPANY.

Just an absolute nightmare from utterly…

Just an absolute nightmare from utterly useless customer service to a useless complaints process. This company is run by morons who are thick as #£%@. The most stupid and tickest people I’ve ever encountered. I cannot stipulate how stupid they are. This company must be run by 5 year old but then this is probably an insult to 5 year old.

o dear where do i start took me three…

o dear where do i start took me three weeks to get any help with the cancel of my broadband had the router all packed up ready spent up to 3 hours trying to sort out plus a nightmare to get a label to send back,sent back the router but still got charged for a non send back i tried to explain that i would not pay for the time i was messed around as i was not using shell they then passed it on to a dept company poor poor service left a nasty taste never ever been treated so badly in all my 70 years i have now been forced to pay for a service i did not recd.

Appalling Customer Service

I have been a customer of Shell Energy for quite a few years for my broadband. While the broadband works pretty well I recently had to ask them to open some ports on my router, something they must do countless times each day, but despite numerous e-mails and wasting 1-2 hours on hold on several attempts to contact them on the telephone they neither acknowledged my request nor did anything about it.

We are now at DAY SEVEN and still the ports haven’t been opened!

I despair as to what I can do next.

Our dear Mum who is 90 is or was a…

Our dear Mum who is 90 is or was a customer of this terrible company. We went to switch her telephone today to another supplier to be told by that supplier that they had put a cancellation order on her telephone line. Mum has been left feeling anxious, upset and scared by what has happened. She dearly wants us to call her but we cannot get through. We also cannot change her supplier. She has a pendant alarm is a high risk of falling. Shame on you Shell energy you are a disgraceful company.

A not so Smart Meter…

Shell Energy and SMS-plc Installed a smart meter. Unfortunately it is not smart enough for the IHD display to work. Over a month now, and still nothing. Numerous phone calls to both companies and it is now clear that they do not care (or are not Smart either), but are simply fulfilling quotas in terms of installations. I would now encourage everyone in a similar situation to contact the ombudsman if it doesn’t work straight away – don’t waste your time waiting “48hrs” or “2 weeks” or “4 weeks” as they may suggest.

Smart meter not been commissioned after…

Smart meter not been commissioned after 17 days of installation. Rang them last week, was told wait 3 days then it should be fine. Nothing happened, still does not show on my account. Rang them just now, been given 3 more days. Clearly gas meters are not working on Shell’s side and they are not able to connect to them by the looks of it. This is an ongoing issue for all the companies. I will be logging a complaint to Shell next week if this does not get resolved.

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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