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Awful experience, unreliable slow Shell broadband

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

Reviewer Richard: Location Nottingham: Date 2022-11-21

 Comments

Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn’t wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn’t.

I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs’s has been a very poor experience.

Reviewer Lee: Location Widnes: Date 2022-11-21 

Comments

Don’t bother with them, they lie!

Engineer failed to make the appointment despite several reminder texts from them making sure that someone would be in. Partner took valuable time off work for no one to be bothered to contact us or turn up. Their customer service don’t care, they take no responsibility & pass you on to a different department that leave you ok hold once they have took your details. I could have gone with any number of providers but chose them following a swearch on MoneySavingExpert. On paper looks a great value deal. The reality is stark contrast. They are useless & don’t have the decency to answer calls or resolve issues

Reviewer Lexi: Location Canterbury: Date 2022-11-21

 Comments

Where do i start? We were taken over from postoffice. As if overnight our broadband was slower and dropped out more often then not for days at a time (many open reach visits and 3 new routers).

The price rise came and i saw we could exit without fees so i decided to get out of the conrtact while i could (it was a bit of a god send especially when i was getting such a bad service anyway)so i switched, found a much better deal with guaranteed speed in my remote area.

And when i informed them i had switched i got this haughty customer service agent tell me ‘you cant do that, your in contract. If you leave it will cost you’ i explained im leaving because your upping the price in a fixed term so wont need to pay and fees becuase it was shell breaking our contract agreement. Needless to say they then preceded to try and charge me and my new provider exit fees. Luckily my new provided managed to nip that in the butt quickly.

Then we come to now, i switched got my final bill and i owed £0.00 and my new contract started on the first day of my billing month. I had to phone up on 5 seperate occasions to get a return lable sent to me to return the router. Eventually i got the label and returned it. But because they messed about so long i got a second final bill with £35 charges for non return of a router. I checked the tracking via royal mail and found it had been delivered 3 days after i posted it. So i phoned shell and told them id returned it and gave them the tracking, date they received it and the time. The agent said they had wavered the fee.

6 weeks later ive had two more threatening emainls demanding payment for the router. I spoke to an agent today and was told that there is no charge,the fee was wavered and i shouldnt be receiving any emails. Then tried to tell me i must be reading the bill wrong. Well when it states in big red letters £35.00 debit needing to be paid by December i dont think im reading it wrong.

I was told i cant speak to a manager or supervisor and i need to just ‘ignor the emails, because they will stop Eventually’

So my advice? Just dont touch this company, the broadband is slow and choppy. And the customer service agents took nearly 6 sweeks to email a lable to me. They just havent got a clue.

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