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Shockingly poor broadband service and even worse customer service. Unethical. A complete disgrace

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.

Don’t use this company for broadband

Don’t do it. This company is run for their shareholders only.

Yet another let down from the Shell…

Yet another let down from the Shell Energy Brokenband Team, got to hand it to you, if nothing you are consistent in failure. Was promised a callback from a manager between 2-3pm today and, yes you guessed it…zero. They are maybe too busy inflicting stress on other or, prospective customers.

Worst provider ever

Worst provider ever ! Full of broken promises and, the customer service is abysmal. They could not run a bath, let alone a successful broadband connection. Stick to ripping people off at the fuel pumps and, destroying the environment. I am a disabled person who, requires a trusted company who can provide unlimited broadband as, this is my only contact with the outside world and, enables me to control my home smart devices. I am becoming very suicidal with the utter contempt this Company treats it’s customers with.

The worst customer service I have ever encountered

After reporting a faulty landline, the engineer turned up unannounced and my broadband was disconnected without notice whilst looking for the fault. 2 hours later he returned having found the fault which would need to be repaired on another day. He reconnected at my box at the rear of my property and drove off but had reconnected the wrong wires at the junction box so I had to call in again to report that my broadband was still not working. They couldn’t send an engineer again until the following day, causing me to have to take a days leave from work at short notice as I require my broadband for working from home and had no access to the office. My broadband was connected in the afternoon of the following day, but the landline was not repaired until 28 days after the initial complaint. I had expected an automatic refund of at least a month’s charges, and in addition some compensation for the loss of earnings and extreme inconvenience.  On finding no refund on my bill today I called customer services to register a complaint.
I explained the full situation, with dates and times. The customer services representative offered me £10 in compensation. He claimed (incorrectly) that I was not entitled to compensation for my landline being faulty, but only for my broadband and very patronisingly said that the £10 offered was a good will gesture. I know that if Shell were a member of the voluntary compensation scheme I would have automatically been awarded £225.68 for loss of service for this length of time. Needless to say this one is going to the Ombudsman.  Shockingly poor broadband service and even worse customer service. Unethical. A complete disgrace.

The above are extracts from negative customer reviews about Shell Energy posted during the last few days 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

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