Posts from ‘January, 2022’

28 Jan 2022

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

HOPELESS

BROADBAND. JUST DON’T DO IT FOLKS.
I’ve been trying for 17 days to transfer service to a new address and it’s proving impossible:
Calls are deferred with no promised callback.
Webchat requests are deferred, or the webchat isn’t even manned – so you wait in queue position 1 for an hour for nothing.
Emails, even COMPLAINT emails are ignored.
I’ve now cancelled but even getting that confirmed is proving impossible because I’m unable to get a response. read more

28 Jan 2022

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

Absolutely chronic customer service…

Absolutely chronic customer service coupled with consistent harassment and threats. Impossible to speak to anything other than a bot (currently I am no 70 awaiting “chat” service). This company should be investigated by the ombudsman, it is simply not fit to trade

What customer service?

No immediate option when moved across from Green, but its fair to say they couldn’t organise the proverbial in a brewery. Two ‘tickets’ lodged for tech problems 10 days ago now and simply heard nothing from them since. The nature of the problems are costing them so in no hurry to chase them up! read more

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

Reviewer Terence Coleman: Location Cheltenham: Date 2022-01-28

Comments

Waste of space. They give you a 3rd hand refurbished router that doesn’t meet current standards. When you complain they offer to upgrade you (5 times during a 30 minute call), to a package that costs the same as the one you have just switched from.

Reviewer Charles: Location Birmingham: Date 2022-01-22

Comments

Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid. read more

“Shell Broadband Erratic speeds, Constant dropouts and disconnections, Abhorrent customer service”

24 Jan 2022

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

Broadband Review – Simply Terrible

Shell might be slightly cheaper but my god do you get what you pay for….

– Erratic speeds, very rarely as advertised
– Constant drop outs and disconnections
– Abhorrent customer service read more

24 Jan 2022

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

Can’t fix their own mistakes

I moved home and left Shell. My bill has been incorrect for 6 weeks. I explained I would not pay my final bill until it is corrected.

I have phoned multiple times, spent hours of my personal time to proactively solve this. Despite several promises from multiple agents my bill has never been updated.

I am now being threatened with debt collectors and damage to my credit rating. I have ran out of time and energy and am just going to pay the bill. Terrible performance and a company I will never go with again no matter the cost. read more

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

“Absolutely awful. Speed is poor 8mbps, frequent cut outs, can’t use Netflix, Eurosport or Player…”: “Zero review as find this company terrible…”

Posted 24 Jan 2022

Reviewer: Paul: Location Whitstable: Date 2022-01-20

Comments

Avoid at all costs. They have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!

Reviewer Andrew Williams: Location – Redditch: Date 2022-01-19 read more

Shell broadband is the worst company I have ever dealt with…

19 Jan 2022

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

Shell broadband is the worst…

This is the worst company I have ever dealt with.
I moved house, asked them to cancel my account and send me a bag to send the router back. I had to call them 11 times to ask for the bag and nothing arrived. I returned it at my own expense. They threatened to take £35.00 for the router from my bank account which I cancelled. Luckily I had proof that I sent it back. Will never ever deal with these people again. It was a simple request that they made extremely hard. read more

Energy Live News

Shell Energy appoints new CEO

Dimitris Mavrokefalidis: Tuesday 18 Jan 2022

Shell Energy has announced Jodie Eaton will be taking over as Chief Executive Officer, succeeding Paul Hellings who stepped down last month.

Ms Eaton who joined Shell Energy in September 2020 as Chief Operating Officer had previously held positions at npower, E.ON UK and TXU Energy.

Jodie Eaton said: “I’m delighted to be stepping into the Chief Executive Officer role. We have a talented team and a clear corporate strategy. Our cleaner, affordable and simple energy solutions are a fresh approach for businesses looking to boost their sustainability credentials.” read more

SHELL BROADBAND

15 Jan 2022

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

By 1pm Broadband failed twice today

… only 1pm and already today the broadband signal has failed to travel the space of less than a metre from the router to my laptop. If you want cheap broadband from Shell Energy, make sure you have loads of wires available to be able to rely on a signal to your devices. Otherwise you will be disappointed with the service. Only 3 more sleeps and I will have a new provider. I have had to pay to leave my 12mths contract with Shell Energy Broadband early, which is a disgrace given the terrible service I have received over the last nine months. I have been advised to contact Ofcom, so this is on my jobs to do list read more

15 Jan 2022

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

Shell Energy have not got a clue!

Shell Energy have not got a clue! Apart from overcharging their customer service dept is horrendous! They overcharged us…then reimbursed us…then demanded the money again!! Absolute clowns. Do not sign up to Shell Energy peoples!!! Stick with British Gas.

A shower of cluelessness

I needed to upgrade my main fuse and was told by my network supplier that my energy company (Shell) should’ve upgraded the tails when they installed my smart meter. As they hadn’t, I rang to try and arrange them to be changed. After being on hold for 15 minutes I spoke to the first operator who seemed clueless as to what I was asking and transferred me to EV tariff team who (unsurprisingly and after a further hold) also didn’t know what I needed. They passed me back to customer services who (after another 20 minutes on hold) again seemed confused and gave me a phone number for the smart meter installers. I rang them who said any appointment needed to be organised by Shell and referred to them! Nobody but Shell is allowed to touch the meter tails so I’m completely stuck because of their cluelessness. read more

12 Jan 2022

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

Account Chaos Causing Worry to Disabled 83 Yr Old Person!

Diabolical!
Utterly useless customer services!
Shell Energy set up my new account after my supplier went bust recently. They didn’t tell me or ask me, and as such they’ve inadvertently used the wrong email address and have linked my account to another pre-existing one. The 83 yr old disabled gent who’s had 2 strokes is now experiencing stress and anxiety due the apparent lack of ability to resolve this problem they have created.
Trying to resolve it is incredibly difficult – feel like I am dealing with people who do not care!  Furthermore there is no telephone help, the web chat doesn’t work, and they ignore emails. The only option is via Twitter messages, but the staff I’m dealing with appear to be useless. It’s shockingly bad, I’ll have to complain to OFGEN. read more

12 Jan 2022

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

WiFi is terrible

WiFi is terrible.
1. It always drops out
2. Have reported previously, only just got an engineer out
3. They ask you to do engineer type work before sending one out
4. If anything is not as they think it should be, you will get fined
5. The engineer was supposed to come on Friday, Monday or Tuesday as we agreed and they showed up today, on a Sunday saying they were supposed to show up on the Saturday but it got too dark? Not what we agreed
6. The engineer complained they had to find out from two poles which caused the problem
7. If you are not in on the appointment day you get fined.
8. Go elsewhere it took over an hour on the phone and my partner having to do basic engineering which he isn't trained or paid for!
9. Make sure to ask for a transcript of the copy of conversation in the form of a subject access request and a written transcript of the conversations which only managers can do read more

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

“Rude and aggressive customer service people when you dare to complain to them. Unreliable service which drops out for anything from a few minutes to 3 hours. Avoid like the plague.”

Reviewer dave aveyard: Location – Hythe: Date 2022-01-08

Comments

we have unstable and poor broadband after many phone calls nothing has changed.0.02 to 0.06 is not useable open reach have checked, agreed the speed is the worse they have seen and recommended callflow. as they seen unable to rectify the problem. read more

07 Jan 2022

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

Not even worth one star

The worst I’ve ever seen. Wifi drops and won’t reconnect for up to an hour (so far) no matter what I do, you have to stand next to the router for a strong connection, calls made with wifi drop randomly and either don’t reconnect or reconnect and are then patchy and bad quality and you can’t use it for games or calls if another person in the house is doing the same. Absolutely terrible company and I’d advise anyone who’s thinking about getting with them to look literally anywhere else. read more

07 Jan 2022

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

“DO NOT switch to Shell Energy under any circumstances. They miss-sell their products and service; they clearly don’t honour the deals that they sell. They are woefully incompetent, not friendly, not helpful, certainly not professional.”

Utterly incompetent

Utterly incompetent worse than Green energy who went bust, now lumbered with this useless company who dont have a clue, and refuse to give readings information against the regulators code of buisness. read more

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

“Unbelievably awful. Left without WiFi now for several days”

Reviewer s rashbrooke: Location – Tiverton: Date 2021-12-31

Comments

DREADFUL company, apparently switched by Uswitch, loads of agro as when I moved to my new property there was no landline & cottage needed rewire & refurb. This meant that shell could not & did not supply any service. Since then Ive been hounded for connection fees. Now with the Ombudsman. In my opinion this company is beyond belief in their lack of customer service. Advice dont touch. read more

We have been without internet for *eleven days* over Christmas now, because Shell have messed us around, passed us from pillar to post, lied to us, and shown complete disregard for any standard of customer care…”: “kept us waiting for over 45 minutes on their premium rate helpline…”

01 Jan 2022

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

Disgraceful Service

We have been without internet for *eleven days* over Christmas now, because Shell have messed us around, passed us from pillar to post, lied to us, and shown complete disregard for any standard of customer care. The tracking number that they have given us for the router they supposedly sent out (dispatched *over a week after we first called them*) is not recognising any parcel. They could have sent us one straight away by courier, but instead they fobbed us off, asked us the same questions multiple times over, kept us waiting for over 45 minutes on their premium rate helpline on more than one occasion and blatantly misled us about when their helpline was actually open. These are to name but a few examples of the utter incompetence, negligence and cost-cutting we have been subject to. read more

Overpromise, under deliver, and line own pockets: No telephone number on their website, no way to contact them over the phone. All comms go to a chat which dies after waiting 6 hours.

01 Jan 2022

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

Overpromise, under deliver, and line own pockets

No telephone number on their website, no way to contact them over the phone. All comms go to a chat which dies after waiting 6 hours. Every conversation they are only focussed on creating up to date bills and not correct issues. I was transferred from Green by Ofgem, the first bill was incorrect as was estimated. Having given updated meter readings over 3 times a new bill was updated but the original was still classed as pending on the account. was told this bill would be corrected and overdue amount will be cleared within 48 hours. This was advised twice now and everytime I contact after wasting a further 6 hours to get through on the chat, I am only asked for more meter readings (be this after 2 days) yet the account still shows as incorrect. AVOID unless you want to be chasing your own tail. read more

Shell Broadband …probably the worst service you could ever have the misfortune to have to pay for…”

27 Dec 2021

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

They have no idea. …

Had more problems with broadband again having been with them for six weeks, when you finally get through after 40 minutes of waiting you are speaking to someone who doesn’t really know anything other than doing three simple tests, today the expert had me hold the small button in the back in for a minute, and then wondered why we now have no passwords or data in router unit, so about to go into Christmas and absolutely no Wi-Fi for the TV streaming and broadband, thank you shell…..probably the worst service you could ever have the misfortune to have to pay for and I have absolutely no hope of getting it put right. read more

“Is this nightmare ever going to end”: Dreadful. No phone number to call. Hopeless robotic chat.”

27 Dec 2021

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

Dreadful

Dreadful. No phone number to call. Hopeless robotic chat. So hard to talk through complex enquiries on chat. They owe me money and I can’t get it back after 3 months!

Awful experience with this company.

Awful experience with this company.. Staff are very clueless and unhelpful. The app doesn’t work so is very difficult to imput meter readings… You then spend over an hour on the phone each time. Wouldnt recommend read more