Shell Broadband complete and absolute nightmare

27 Feb 2023

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

Avoid Shell

Shell broadband is awful. Poor signal.
When you do get a signal it drops off.
No person to call for help and they send you email instructions – no good if you have no internet and have to use mobile data.
When you can read your emails they send you the same information over and over again

Complete and absolute nightmare

Complete and absolute nightmare. Where can I start been with them sine 2018 no problem smart meter reading always worked. Then in January 2023 smart meter failed to communicate so an estimate bill was generated wait for it £2500 for one month!!. I immediately phoned and complained they advised it would be corrected in February bill it wasn’t another bill for £1500 so phoned and asked to make a proper complaint I was transferred through to complaints department who said they would sort this out and contact me now at end of Feb and still waiting for them to contact me as they said they would. My bill is now showing i owe Shell £3800 for two months gas and this is not including electric.

When help isn’t helpful!

I reported a router that was faulty the so called support only managed to kill the router completely I’ve had no Internet for 36 hours with a severally Ill mother , as a carer I feel cut off and angry I’m having to eat into my mobile data just to keep intouch

Terrible customer service

I contacted Shell Energy on behalf of the account holder, my mother-in-law, who is 93 years old and relies on her phone landline, which stopped working several days before the 17th.
Our initial service request forms were the ignored, my wife then called and was told it was Open Reach’s problem.
As yet, we have no anticipated time to fix, nor any real information in terms of what is going to be done and when.
It just such a rubbish experience. They should not be selling a service they can’t support.

Worst energy company Ive been with

If you want an energy company that repeatedly lacks common sense on their reading estimates and then increase their direct debits by several times over this is the one for you. By far the worst energy supplier I’ve been with and cant wait to get them out of my life.

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 (now retired) 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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