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AVOID Shell Energy at all costs not just monetary but for your sanity!!!!

AVOID at all costs not just monetary but for your sanity!!!!

Shell Energy Broadband Reviews recently posted on

Reviewer Alan: Location Doncaster: Date 2022-11-18


New contract for my 90 year old mother who has dementia and severe memory issues. Broadband was installed for the sole purpose of setting up internal monitoring in her flat so family members could ensure she was safe and well. Decided on a Shell package with home phone and broadband as listed on the MSE website back in August 22. This has honestly been my worst decision ever and would strongly advise anyone NOT to go with Shell, especially as their “customer service” is absolutely diabolical. Ironically my problem lies with the phone line as the broadband has(so far) been working satisfactorily. From the point of activation the phone line ceased to operate. Outgoing calls cut out after entering 3 digits, incoming calls didn’t ring on the handset. There then followed 3 months of infuriating and lengthy holds to Shell customer services plus a multitude of complaint emails with various agents suggesting frankly ridiculous solutions. All that was needed was to get an engineer out to the exchange/green cabinet and check the wiring. Two booked engineer visits went by with no one turning up. When I complained after the last no-show the agent decided to book a further appointment and classify my mother as a “vulnerable” customer. This engineer actually turned up, called me from the now working land line and advised that the wiring in the cabinet was not connected to my mother’s landline. This 5 minute fix took three months to happen. Case closed but no apology or credit for lack of landline. However, have now received bill for two engineer call outs at £60 each, one of which was a no-show. Don’t think we’ll be paying these as problem was outside the home. Shell, stay well clear.

Reviewer Karen: Location Leeds: Date 2022-11-18


Just came off the phone to shell rep. This being 4th call re returning a router. Frustration is at 100%. Still not being listened to properly. Has affected my credit rating due to inept staff. I need to ring them again but for my sanity not today. If I ever manage to make a complaint as so far every dealings with them has not resolved anything so I can’t see being able to make a complaint going to be fruitful either. I shall contact them again. If my complaint is not dealt with accurately and in a timely manner will be going to the ombudsman.

AVOID at all costs not just monetary but for your sanity!!!!

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