Unreliable Shell Broadband

1 June 2023

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

Unreliable Broadband

I’ve never had so much down time with a broadband provider. Earlier in the year, it was out of action for 2 weeks. A month ago it was hit and miss for 2 or 3 days. Tonight it’s gone again. Connecting and then immediately disconnecting every minute. As soon as a device connects to the router, the router drops it’s Internet connection or reboots itself completely.

Shell energy are a joke

Shell energy are a joke.  Customer service is shocking when you have a complaint and they add miss payments on your credit file even when you have paid on time. No one knows what they are doing in customer service.
They can’t be bothered to call customers back to discuss your complaints they just want your money. Don’t join them.

Crooks!…

Shell energy continuously over charging. I was in £187 credit paid my DD of £150 for the month then out of the blue & for no explanation billed me a further £321 on Top to put me in £134 in debt. Greedy crooks! There’s nothing we can do, they’re doing it with the governments blessing.

ABSOLUTELY DISGUSTING

ABSOLUTELY DISGUSTING, FIRST HALF OF BEEN WITH THEM THE BROADBAND WAS SLOW AS ANYTHING. WAS CURRENTLY SORTING OUT A ISSUE WITH MY BANK PAID THEM THE BILL WHICH WAS OVERDUE, PHONED THEM UP BECAUSE AFTER I HAD PAID THEM THEY CANCELLED MY SERVICES?? AFTER BEEN LIED TO ON THE PHONE YESTERDAY SAYING TO CALL BACK TODAY TO GET THE SERVICES BACK ON AND NOW APPARENTLY THEY DONT COVER BROADBAND IN MY AREA??? ABSOLUTELY UNBELIEVABLE NOW LEFT WITH NO BROADBAND WITH A AUTISTIC CHILD WHO RELIES ON HIS TABLET ETC FUMING ISNT THE WORD…

Avoid

Would give 0 stars if allowed. Non existent customer services.
Trying to get a final bill to note the termation charge is worse than going to a dentist to get all my teeth pulled.
Lady on the phone won’t listen or answer my question likes to talk over the top of you before you even finish asking a question. I only asked for the bill to show termation charge for the phone to be put down on me. Training goes a long way but apparently not with Shell!

Incompetent, disabilist, ageist company to AVOID

Update:
It appears that the Shell Energy broadband and landline service is subcontracted from TalkTalk, who then subcontract it from Openreach. This means if there is a fault, then Shell Energy process it through incompetent TalkTalk and not directly with Openreach. So avoid Shell Energy and Talktalk and go to someone who deals directly with Openreach.

I’d give no stars if I could. My landline doesn’t work frequently for days at a time. Currently, I’ve been without a phone line for 4 days and no sign of Openreach. I’m supposed to be a priority customer but I can’t even dial 999 in an emergency. They know I’m disabled, vulnerable and don’t use a mobile phone. This is NOT an isolated incident and has happened at least 3-4 times. Broadband is very slow, often dips out and is non existent when there is a fault on the line. Staff are incompetent. Nothing gets resolved. Compensation is not given. Attitude is mañana mañana. Avoid this company like the plague. Shell Energy is a disgrace and a disabilist, ageist company.

POOR POOR POOR – STILL ONGOING

To everyone reading this, please see my other negatives reviews of Shell Broadband. STAY AWAY FROM THIS COMPANY IF YOU VALUE YOUR CREDIT FILE> Yet again Shell Broadband, you have supposed to have sorted my credit file. Yes it says settled but there are now two missed payments showing. It appears, for such a large company, you haven’t a clue what you’re doing. Either that or you just want to take peoples money with no responsibility. GET MY EXPERIAN CREDIT FILE SORTED PLEASE ASAP.

If I could do a negative review I…

If I could do a negative review I would. My dad passed away last February, I phoned explained the situation, closed the account and explained that the bill wouldn’t be paid until after probate is sorted as dad’s account etc has been frozen.
I’m receiving 4/5 bills PER WEEK. Despite me phoning and getting upset to be explaining the situation again and again NOTHING has been sorted. I’m giving Shell one more week to sort this out or I’m taking further action.

The above are extracts from negative customer reviews about Shell Energy posted recently 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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