News and information on Royal Dutch Shell Plc
11 August 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
AVOID at all costs. The most shocking customer service ever. Never answer phone, online help payments, help etc all unavailable. Will change ASAP
CHARGING CUSTOMERS TO PHONE THEM
Phoned there Free Phone after nearly 40 min phoned another number which transferred me and now there charging me £7 to get my broadband working, the attitude from call centre is shocking
2 August 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
I’ve been with no internet during 5…
I’ve been with no internet during 5 days. They do not answer emails and if you try to contact them you will need to wait minimum one hour and they will just tell you wait untill midnight and if it does not work after that call back…
the worst broadband providers in the UK
These are the worst broadband providers in the UK. A total shambles in every department. Threatening letters to pensioners are something companies did back in the 70’s. Check social media for many more customers regretting ever switching over. Awful people. Terrible service. Download speeds from the days of dial up.
‘Now after trying to resolve the problem with my account for over 6 months I have just received a phone call from Shell to tell me I don’t owe them anything BUT MY CREDIT RATING IS F**CKED What a load of incompetent fools ( not my first choice of words ) AVOID THIS COMPANY !’
29 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Shell energy broadband customer services are a disgrace. An on going saga of no service for 3 months, and even the complaints team cannot be bothered to call back at the time they arrange. Despite promises to stop taking payments, money is still deducted from my account. Engineers are sent who can’t fix anything and by their own admission are not trained to do the job they are sent to do, so many days work are lost waiting at home for their visit. Shell then have the audacity to charge you for a visit that that have sanctioned and require without any acceptance of costs or terms and conditions. Managers do not call back despite assurances that you will get a call. I would suggest that you avoid this internet service provider unless you have hours and hours to spend on hold on the telephone, or days and days to wait in for inadequate engineers, and you have no need for any Wi-Fi and you enjoy listening to lies and fairy tales.
Energy Broadband Reviews recently posted on broadband.co.uk
EXTRACTS FROM THE RECENT REVIEWS (DISPLAYED IN FULL BELOW THE EXTRACTS):
‘Can’t even login to my account. Was transferred to Shell when Post Office sold their phone and broadband to them last year. They must be the most incompetent providers on the market. Deal ends soon so I’ll be outta here!’: ‘Shell Energy are absolutely clueless and appear to know nothing about phones and customer service is certainly not their forte.’: ‘The worst company I have ever dealt with. Had no broadband since 20 May ( now 14 July). No explanation from Shell. They have not responded to letters or on- line attempts by myself. You wait on phone until you give up. Dreadful company.’: ‘Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services…’: ‘Disgusting customer service. In short I have had major issues with internet connection and phone line; the problem has mainly been since Shell took over from Post Office. Interrupted internet for 4 months and very slow or no connection for long periods…’: Do not use this company, you have been warned! worse than TalkTalk, Blatent lies about speeds…’
Transferred over to Shell energy broadband. (Is this supplier of last resort?) Anyway – they are appalling.
26 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
This company is going from worse to…
This company is going from worse to absolute sh**e. The app is terrible and doesn’t give you the info you require or it isn’t supported.
The customer service is poor now. It was way better when it was first utility. I can’t wait for my contract to be up to go somewhere else
20 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
NONE EXISTING Technical Support!
Our home broadband has been very temperamental recently, disconnecting no less than 20 times a day. Speed is terrible, a tiny bit more than dial up! I’ve been trying to get support with no luck, and the only reply I received was a week ago by email – that’s all. I’ll take the matter further by seeking legal advice to leave this contract before it ends. This level of customer service with such low speed is not acceptable in 2022!
16 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Threatening automated phone call
If you have broadband and homephone from this company and pay quarterly be warned. My bill was sent out late and I paid by return of post. The money was taken from my bank account and I thought no more about it.
Then I received a suspicious automated phone call threatening to cut off my phone and broadband. Thinking this sounded like a scam particularly as payment was requested over the phone I phoned Shell to point out someone was making scam calls on their behalf, since I knew I’d paid the bill. But it was not a scam they were deadly serious. ‘Bills were sent out late and it takes a while for payments to be received in our accounts’.
What a pathetic response from Shell! I’d expect a commitment to send bills on time, set realistic deadlines and to cease threatening automated calls. Was this irrelevant response also written by a machine??
A new study has taken a look at the leading broadband providers in the UK and ranked them on how many complaints they receive. The figures, from regulator Ofcom, has revealed how many moans Internet Service Providers (ISPs) such as Virgin Media, BT and Sky received in the first three months of this year. And the ISP that had the most complaints in Q1 2022 was Shell Energy, who also received the most complaints about landline services for the same period.
This is MONEY.co.uk
Shell Energy sees complaints about broadband and landlines soar, new Ofcom rankings show
Households thinking of moving broadband and landline services to Shell Energy may want to think twice after complaints about it soared in the first three months of the year.
It received twice as many complaints than the industry average for its broadband services, according to Ofcom – and more than three times’ as many for its landline offering.
Overall, complaints sent to the industry regulator stayed broadly the same as the last three months of 2021, its data shows.
‘Whatever you do just avoid these people… I was a post office Internet customer before they handed me over to these guys… absolute waste of space. Go with literally anyone else. Save your brain cells.’: ‘Avoid Shell Broadband at all costs. Customer “service” is appalling, internet drops out multiple times per day & staff lie.’: ‘Shell bought out Post Office broadband and our Wifi has been terrible ever since. Our internet randomly stops working day or night, and often for an hour. I’ve never experienced such poor quality service with any other broadband provider.’
9 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Not the same since they took over from…
Not the same since they took over from the Post Office broadband, slow internet speeds and they even charged me for when engineer came to fix a problem and he never came into my house ! Worst decision ever to go with Shell energy broadband!
More stress and hassle from Shell
Following my previous complaint to Shell and paying 2 months balance which is the amount owed I get an email saying they are looking into my complaint. Still no reply and now a threatening letter saying they will cut off my internet. I made a call out request as Openreach left me and other properties without internet/phone for a week so still want a call out charge! And also charging me for a router as not returned even though I have a receipt of posting. I suppose they will say its an automated letter, WELL NO, ITS TOTAL INCOMPETENCE AS USUAL.
The phone lines are operated by computers so are a waste of time and after over half an hour on the phone last time I was given wrong information that contradicted what another person had said. And to top it all the braodband speed is well below what they promised.
6 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
The WiFi cuts out all the time and phone rarely connects to it. I emailed them 4 days ago and had no response. The online chat is always offline. I’ve been with TalkTalk and Sky and never had the issue.
simply appalling service – broadband almost non-existant. Customer service even worse. Call backs promised and never materialise. Foillow up calls promised and don’t happen. Still no internet service over 2 months on. Hours spent listeneing to awful music waiting to speak to someone. No help again today after 2 hrs 50 mins on the phone. Avoid like the plague. Still take my money despite promising a refund, which like the phone calls has not appeared. deadful. Shame on you Shell.
Terrible broadband and customer service. They kept dropping the internet/landline connection and it took nearly an hour or longer to speak to anyone about it. They made it almost impossible to work from home…
5 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Terrible broadband and customer…
Terrible broadband and customer service. They kept dropping the internet/landline connection and it took nearly an hour or longer to speak to anyone about it. They made it almost impossible to work from home because of it. I finally left Shell but they owe me money as I am in credit with them. On 19th June I was told that they have processed the refund and that the money will be transferred via bacs payment in 5 working days and I’m still waiting! Their agents are completely unhelpful and “there are no mangers to speak to”.
4 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Terrible Broadband provider.
Not had any service for months even though paying for high speed fibre, I have been on the phone for literally hours every week only for them to keep telling me my fault has been resolved.
This morning was the 4th time I’ve taken time away from work for an engineer, to fail to turn up or even call me.
After an hour on hold this morning, they advised its not possible for me to speak to a manager, to make a complaint, or basically do anything to resolve the situation.
2 July 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Shell Energy Broad Band! This is a contradiction in terms…as you’d be better served With “Dile-Up! Shell Broadband is slow as Hell! Completely contrived and manipulated speeds shown in adverts. BBand speed will be ok for the first couple of weeks then just goes all to Hell. You will then call cust service who will be absolutely, adamant that you are a HIGH USER!!… I live alone! and connect only my phone and TV to ‘WiFi’. As it’s so slow, I try to use one or the other…doesn’t help. 20, to 30, minute call waiting, time (20, mins at VERY BEST…and all you will hear is “you’re a very, heavy user! You NEED to upgrade”. Don’t use Shell…dreadful Custservice, dreadful product, with no recourse, when issues arise. (If you’re reading this, you are probably in my distant future and I am long dead…as probably, took decades, to up-load).
30 June 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Shell: putting vulnerable customers at risk
My father is a Shell customer, as they took over his landline contract from The Post Office. He is 73 and classed as a vulnerable customer – wheelchair bound, with terminal cancer, currently undergoing immunotherapy. On June 21st, I contacted Shell to say his phone wasn’t working. They marked him as a welfare case and said the fault would be fixed within 24 hours. It was not. We contacted them again, they contacted us, and so it went on, but the upshot is that, on June 30th, a ‘priority case’ has been without a working phone for 10 days! My brother had to move in to ensure Dad was okay and still no-one will assume responsibility; Openreach say it’s fixed. Shell say they will contact Openreach again, but no one will actually go to the house and check until Monday – that’s 14 days for a welfare case!
We pay the bill; is it too much to expect a multi-million pound company to help a vulnerable customer? Disgusting.
: Been on hold for over an hour now. No idea what the customer service is like because I can't get through to anyone. Why did you take over Post Office Broadband customers as you clearly don't have enough staff to cope?
: Uncaring, horrible, hassling, profiteering bunch. I'm 80 with bipolar disorder I am an 80 year old with multiple health issues and diagnosed with bipolar disorder. These people at shell energy are disgusting. I've been unable to log into my account for months. I live in a one bedroom flat and they are taking £250 per month from me, that's before the increases in October. Despite contacting them, I still can't log into my account. I've now been told my (not so) smart meter can't be reached and I have to provide monthly meter readings, when I can barely get down stairs from my flat to the meter because of mobility issues. Worse than that, when I put my email address in to change my password and access the account, I was suddenly logged into an account in the name of Mr Knox, at an address I don't know, who they claim owes them £4,800 and hasn't made a payment in months. It's neither my name nor address. This isn't my account, but it has my personal email address registered against it. Despite advising them of this, I received the standard 'we are receiving a high volume of messages' garbage. They have since emailed me another bill for the imaginary Mr Knox. They are hassling me by sending me someone elses bills and bringing me to the verge of a mental breakdown. According to my son, £250, which they have taken from my bank EVERY month, is way too much for a one bedroom flat too, but I have no idea what I have used because my email logs me into another account in another area. IF THEY DON'T SORT THIS OUT, I'M GOING TO HAVE A MENTAL BREAKDOWN. ASK MY DOCTOR. Uncaring, horrible, hassling, profiteering bunch.
: Useless broadband and company,40 minutes on hold on phone about my internet dropping all the time,told openreach would come on the Monday, NOTHING no call message or openreach. Sent email wanting to know how long I've left on contract as I want to leave them and get another provider NOTHING. I hate ringing up having to wait almost 40 minutes on hold only to talk to someone who don't have any idea what they talking about.
: SHELL'S NOTICE TO VACATE NIGERIA OVER UNENDING OIL THEFT: NOT GOOD FOR THE NATION The rampant oil theft that is forcing Shell out of the Niger Delta, indeed out of Nigeria is one critical embarrassment that has overwhelmed a Federal Government that has failed in all sectors of the country. The petroleum sector remains the only sector footing the entire bills of the country, yet attention is not being given to protecting it from ceaseless sabotage. Against law-abiding citizens engaged in legitimate peaceful protests, trigger-happy security operatives will swing into action to crush any peaceful protest. The common man is driving his car on the road, Police will act to intimidate him, with all manner of contorted allegations and threats, to extort him. But then assign security operatives to check oil theft, they get so connected in no time and begin to aid and abet the oil theft they are mobilised at an outrageous cost to the nation. So, the Military and Nigeria Security & Civil Defense Corps (NSCDC) are as much connected to oil theft as the oil theft is connected to the host communities' leaders, oil company workers and contractors responsible for welding/clamping/clean-up/remediation contracts induced by vandalism. They vandalise pipes and valves to steal crude oil and condensate and the more these occur the more contracts are awarded for repairs/clamping of pipelines and clean-up/remediation activities. So, a lot of people are connected to oil theft beyond those who sell and buy the stolen condensate and crude oil. The fight against oil theft has become a lost battle as they sabotage with a huge economic toll on the commonwealth will continue to thrive, hence Shell has decided to quit her Niger Delta operations to concentrate on the 'deep sea offshore' of the Niger Delta that illegal bunkering syndicates can't access easily. In other shades of oil theft, you have DPR staff that are supposed to keep records of production and volume exported also involved in under declaration of figures. A lot is happening behind the scene at the points of exports, in the terminals. Even among key stakeholders like the Central Bank of Nigeria (CBN), Ministry of Petroleum Resources, NNPC and Accountant General of the Federation, it's an annual drama of conflicting figures when they are subjected to probe and accountability on the revenue generated from oil, condensate and gas, given a particular time frame. Again, the violent youths, also known as restive youths, created by Niger-Delta politicians are also there to disrupt the operations of Shell (SPDC) and other oil companies. Because politicians are not accessible immediately after they win elections and can only engage a few as personal aides thereafter, the rest are going about wreaking havoc on oil companies which they look up to as alternative governments. What's more, politicians and Public officeholders in the Niger Delta are only interested in the monthly allocations from Abuja from which they allocate outrageous portions into security votes that are never accounted for, contracts are inflated to syphon kickbacks into private vaults. All of these stakeholders' knaveries are making onshore operations so unattractive to Shell and other International Oil Companies(IOCs). And it's not a good one if they have to leave. By Zik Gbemre July 13, 2022
: Shell Energy Retail wants to increase customers by over 300% by 2030, however there's no mention about the level of satisfaction that will entail. https://www.shell.co.uk/media/speeches-and-articles.html
: David Bunch aims to more than treble Shell Retail Energy customers by 2030, but no mention about current customer satisfaction. https://www.shell.co.uk/media/speeches-and-articles.html
: I recently moved from a home where I was a Shell Energy customer, to a home that is also supplied by Shell Energy. After 5+ calls and emails promising me my account and most importantly, my tariff, would be carried over, they have failed to do so and they are now ignoring my emails. Their customer service is absolutely diabolical.
: Firstly i have no problem with the broadband quality and general customer service but i have just had a horrendous experience trying to cancel my contract in favour of virgin. i made it very very very clear i just wanted to cancel but the bloke insisted endlessly on try to persuade me otherwise to the point where i was getting proper stressed out. i won't ever go back to Shell
: Where do I start ... AGAIN! Just received ANOTHER message from you regarding my account! Advising me to contact debt management company!. I am, as I keep TRYING to tell you, I'm on Universal Credit but, at the moment I've been sanctioned until the end of July, and also have a hardship fund payment of £*** which I have to pay back until next February! I have no money for all my usual bills off-line this one, so maybe YOU can tell me how I'm supposed to pay this bill with no money! I can't even afford to buy food to last me a month. I have NO MONEY! If Green Star Energy I ad sorted out this problem in the 1st place, I wouldn't be in this mess! Unfortunately I don't have a money tree in my garden, not do I have a money making machine. I'm as poor as a church mouse! I haven't had enough money for 3 years now! Is anyone else having problems with this company? I'll say no more!
: Was with the Post Office broadband until Shell took over. Was emailed to activate my account which I did , WiFi went off. Called several times was kept waiting for someone to answer, must now total 4 hours +. Eventually Ayisha answered must be a fault on the line from the exchange. Then router not recognised! Engineer appointment was made for 31/5/22 — 8am till 1 pm No show. Rang again why no show..Naeem says I’ll transfw you to the technical team ..was cut off. Emailed customer help, reply line is ok , reset your router with a pin, check your wires are fully in the plug. Pat, said she will contact outreach either Tuesday or Wednesday. Meanwhile I’m without WiFi? What’s occurring Shell?
: The Offshore Alliance and the Electrical Trades Union (ETU) have both served Shell with formal notice that industrial action will commence on the Prelude FLNG facility on 10 June.
: 
I've had an utter nightmare with Shell. After I inherited my fathers house in Jan they have been nothing but trouble.
I called them within a week of the house being put in my name and told them I do not live near the house and to put the account in my name and send any bills to my address. I made it very clear that I would be paying any bills, was happy to do so, and where to send them. Fast forward to early April, we visit the house to find bill after bill addressed "to the occupier".
Again I got in touch right away and told them the NEED to put the account in my name as I won't be visiting the house again as it was set to sell at the end of April. I spoke to a representative who said "No worries, just call us when the house sells and we will settle the account". I did just that and paid them. However I've checked my credit score and have multiple negatives which are now preventing me getting a mortgage. As if dealing with the death of a parent isn't difficult enough Shell have now prevented me getting a mortgage for the next 7 years!!
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