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Dealing with Shell Energy customer service is something akin to torture

Dealing with their customer service is something akin to torture with endless recorded messages and options before you end up speaking to a person. They then end up transferring you from one person to another…

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

Reviewer Oliver Dickens: Location Cambridgshire: Date 2023-04-24

Comments

If I could give their customer service a negative rating a would.

As a previous post office customer, I decided to upgrade to a full fiber package in early January 2023- I was repeatedly given different installation dates. Finally on the 21 March I was given a confirmed date for the Openreach engineer to arrive. Suffice to say nobody arrived on the agreed date. Subsequently 2 more engineer visits resulted in a line being installed-but still no internet service. As of the 24th of April(more than 3 months) they managed to achieve nothing.

Dealing with their customer service is something akin to torture with endless recorded messages and options before you end up speaking to a person. They then end up transferring you from one person to another, a process which usually ends with you getting disconnected and then having to start the process again. I’m not exaggerating if I say I’ve talked with over 50 individuals over the course of at least 10 calls. I’ve also tried e-mail- which is no better.

In the end they started charging me for a service that was not working. I finally managed to cancel my contract- but I would rather walk over broken glass than have anything to do with them ever again.

In summary, do not under any circumstances sign up with this company- don’t be taken in by good deals, its not worth it- choose any other provider.

Reviewer Jeanette: Location Lancaster: Date 2023-04-22

Comments

After 10 months of intermittent broadband I can persevere no longer and am paying to switch to another provider early. I have been paying for ‘fast fibre’ but am having to access Teams meetings by phone when my internet connection drops mid meeting. Very poor!

Reviewer Janet barnes: Location Berwick: Date 2023-04-20

Comments

If i could i would give them zero stars. Quite the worst company i have ever dealt with. Young inexperienced staff on receiving end of phone calls with no power to resolve problems. When the engineer didn’t show up – despite a text telling me he was on his way – the only response was that ‘I would have to” go through the process again to book another visit. After sitting in an empty property for 3.5 hours. And who knows whether they would turn up again as they couldn’t tell what happened.

Apparently this multinational company has no supervisors. And if they did the operators have phones that don’t allow calls to be transferred and they hung up on me after a 47 minute call.

For your sanity go with any other supplier.

Reviewer Karen Douglas: Location Devon: Date 2023-04-19

Comments

Really bad customer service. At the moment I am in dispute with them. I can prove I have paid them – they say I haven’t. I refuse to pay twice!!!

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