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Shell, you are an appalling company of blatant lies, deceit, fobbing off and misinformation

4 July 2023

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

Failed broadband activation- Third complaint

Activation date 27th June – No broadband. No updates, apologies from Shell, no emails, no notifications. I complained on this forum yesterday and requested to speak to a manager. I was told by Sara I would receive a call from the team as soon as possible. Sat in all day yesterday and of course received no calls whatsoever…

I’ve now had to resort to contacting Openreach for updates…

Shell, you are an appalling company of blatant lies, deceit, fobbing off and misinformation. Shame on you.

No response when refund requested for three weeks without broadband

One of their engineers cut off my mother’s services while connecting one of her neighbours. It took them three weeks to rectify the issue. She is 84 years old and uses streaming services to watch her beloved soaps etc, so it was an inconvenience. This was after a ridiculous amount of time spent on her mobile trying to get them to help her. Once the problem was fixed, we sent in a request for a refund on her monthly bill covering the three-week duration. After repeated emails to customer services, nothing came back. Zero response at all. It seems they were happy to take the money, but have shown a stunning lack of interest in returning some of it, and this following a fault created by one of their engineers. Since there aren’t many options if you’re the little person, and they’re a massive company, we’re hoping others might take the time to avoid Shell once they learn about them. Without doubt the worst broadband provider my mother has ever used. She can’t wait to see the back of them.

Don’t Use Shell Broadband

We cannot work from home for over 6 months because Shell doesn’t provide enough internet speed. On a ‘Good Day’ my download speed is 13.61 Mb/s and 0.83 for the upload speed. I cannot deal with Teams call while opening up cloud documents. I’m talking about using 1 computer at a time, not even multiple devices relying on the same router.

Called customer service again this morning. Although I’ve gone through the process of getting myself listed as an authorised contact – but guess what I can only upgrade the deal but not cancel the deal. (?!)

I had to take on another internet provider for home internet usage because Shell doesn’t want to let us go even though they don’t provide what they’ve promised. I’m 1 month away from this painful 18 months contract. They don’t even want to release me.

My advice – do not use Shell Broadband. I spent another hour with them this morning, checking my router, my socket, running test – still it’s the same story.



Used to be amazing broadband but not constantly drops. No internet. Sent new router, still doesn’t work. Want to send another engineer, which they charge the customer for. Rally poor service.

Continuos spam harrasment from shell is…

Continuos spam harrasment from shell is basically just criminal.

No matter how many times they promise not to send you any more they flood you with mail after mail after mail with everything youve said you dont want.

I’m glad we’re all in a position to start swapping again as I dont even mind paying more to get rid of shell and its emails.

I am now trying to get a refund on my credit and the process has made it impossible to do so.
There is no live chat , phone lines are shut and I cant even email them as theyve made it impossible to do so by making it impossible to use the ”something else button”
Martin Lewis was so correct on why they wont refund peoples credit and surely this cannot be legal.

Absolutely awful company to deal with…

Absolutely awful company to deal with staff at call centres rude.. not knowledgeable.. queries unanswered.. not to mention all the dropped calls…
The triage team is complete joke run by clowns who cant speak basic english…shouldn’t be allowed ..wasted another evening..
Being passed around and put on hold deliberately…
Full of brown stuff company

Absolute shambles from day one

Absolute shambles from day one – botched installation – 3 engineer no shows . Passed from one dept to another , nobody helping and passing on to another dept . Contract date 18/10/22 – installation 6/1/23 . All this time buying 4g data sim cards to have internet. Eventually they credited me with £100 for my inconvience . Complained about not getting my vouchers promised on advert via Moneysupermarket . Shell somehow told me i signed up via another company , other company denied any knowledge . I am sure I have spent 2 or 3 full days on phone , responding to emails , raising complaints etc . I have now given up and am just going to presume they are incompetent and will move when my contract ends . If I could give them zero stars I would have

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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