News and information on Shell Energy
30 APRIL 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Half an hour to pickup a call, even worse to answer a chat and then agent put the phone down on you. The staff in customer service is rude and incompetent. It is appalling that this company does not value the time of its customers and operates by such low standards. This is not what you expect from a global brand like Shell. What a shame. Will happily rejoin EDF Energy
“Does anyone know how to contact them, been out of action for nearly 1 week…?”
30 APRIL 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
If you have an issue with Shell Broadband and have 90 minutes to waste listening to the same music over and over then Phone them, and when you eventually get through, they will transfer you to another department, more music, but you will never get through and it seems, that is what they want. I guess the same would apply to Shell Energy.
EXTRACTS FROM FULL REVIEWS BELOW: “PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.”: “Customer service a waste of time, just sitting in a queue to speak to someone… absolutely shocking AVOID !!”: “I am furious. Do NOT go anywhere near this disgusting company.”: “Beyond useless. Broadband keeps disconnecting, cannot get any help or advice or a resolution as unable to ever get through to customer services. Hours, and hours of trying. AVOID AT ALL COSTS.”
AVOID SHELL ENERGY AT ALL COSTS
27 APRIL 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Absolutely terrible customer service
Absolutely terrible customer service. When you ring every agent tells a different story they promise to call back and don’t . Very frustrating just can’t get passed young uninformed agents and they won’t pass on to a superior just can’t get answers !!
AVOID this supplier at all costs
Shell Energy caused me untold problems when I moved out of my flat. Instead of closing the account after I’d paid in full, they kept the account open, continued to charge me AND the new tenant so essentially running two accounts on one property. Given I wasn’t living in the property and having passed on all the details of the new tenant, Shell kept texting me to tell me to make a payment, eventually threatening me with creditors, despite not living in the flat, and having paid in full on my departure. This situation was incredibly stressful, and it transpired that the new tenant was ALSO being charged. In the end she had to pay two bills, one of £333 for the bill in my name, despite me having left months ago plus her ongoing direct debit. That bill was eventually refunded but it took months to get it resolved and in the mean time Shell was charging two customers for one energy supply which is terrible. Therefore my advice is AVOID SHELL ENERGY AT ALL COSTS.
Shell Energy Broadband is diabolical. The worst EVER!
27 APRIL 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Appalling broadband. The worst EVER! Never any issues when was with Post Office Broadband, so…, with Shell, drops literally every few seconds. My dad lives in a modern property, and I have a good and strong, modern phone and laptop, so it is not a case of needing a signal booster, or any such the likes.
Shell Broadband worst service ever
27 APRIL 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
My contract started last November 2021 and since day 1 my Wi-Fi never worked. I have an opened case since 6 months because they weren’t able to solve it. I’ve called the customer service so many times and it’s just a waste of time. They kept asking for money even to leave the contract and they only sent me an engineer on February. The engineer proved that there’s no fault in my house and they still charged me for it. I’m not free to leave the company as they are going to charge me for it. They gave me some credit back but they are using it to pay the engineer and basically since I’ve received this credit my Wi-Fi stopped working at all. I cannot even see the line. This situation is creating me so much anxiety and stress. I’m not even sleeping at night time. Nothing like that ever happened to me in my all entire life. I regretted so much signing that contract. Don’t join it because it’s the worst company ever. I never received the service I’m paying for and they only keep asking me for money. There’s nothing worst than that. I wish I could come back and never sign this contract. I’m trapped.
21 APRIL 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
terrible broadband, terrible customer service
Got broadband through Shell. Speeds are far less than what was advertised, the internet routinely cuts out for extended periods of time, and is generally barely usable. Waited more than a month for a response to email. Customer services are mysteriously always “experiencing a higher number of requests than normal right now” when I want to talk to them.
18 APRIL 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
This would be minus 10 if could be
This would be minus 10 if could be
Customer service crap
Communication abysmal
Speed of replying snailpace.
We were swapped to this company after ours went bump.
No notification.
Avoid this company.
Also same experience with Shell broadband.
Offered us goodwill gestures on both accounts of £25.
As admitted they were in wrong
Also £75 goodwill gesture to account.
All cancelled when I said I was reporting them to ombudsman!!! Petty. And childish.
I have reported them.
So go with them at your own peril.
15 APRIL 2022
The content above and below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Pathetic, incompetent, ignorant useless company. You thought Post Office Broadband was bad? Shell are even worse. Should not be allowed to operate in the UK, they’re on the level of a backstreet spiv. Avoid.
I was moved over to Shell when my last…
I was moved over to Shell when my last energy company went out of business. I then had to wait for a couple of months until they got around to talking to me. I then had both Electric and Gas pre-payment meters fitted. I got my electric card within 2 days but, after 5 months, I am still waiting for my gas card. My smart meter does not work and they are demanding that I pay them an estimated bill of £290.00. I have spoken to them and explained that I cannot possibly owe anything like the amount they are demanding and I also asked why my Gas card had not been sent to me. However, they are not interested in the mistake they have made, they are only interested in forcing me to pay £290.00 which they know is simply extortionate. This is a prime example of how Shell energy is extorting money from vulnerable and elderly customers. Is it any wonder how their FAT CAT GREEDY owners and management are able to share billions in profit while ordinary folk has to choose between food and heating? Please boycott SHELL ENERGY and stop these greed-ridden fat cats from getting fatter and wealthier while ordinary people starve and freeze in the dark!!!
12 APRIL 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Terrible, the internet is on and off, when you call the customer service, it takes more than 20 min and then they never find a solution for you. They said they will send someone to check and the person never finds anything and then they charge you like 60£ for the visit..Still no solution to your problem.
Absolutely shocking. Would give zero stars if able!!
11 APRIL 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
AVOID AT ALL COSTS SHELL ENERGY
Well what a company hours to get through left without broadband then the rudest of customer services I’ve ever had, they dod not care that I had lost money through lack of supply and just fobbed us off. Never again will we have any dealings with shell energy or any of there products. Customer service was appalling and they said they did not care what we put so to me that says a lot about what they think about there customers cost me 2 days wages as I could not work from home
7 APRIL 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Broadband never worked & terrible customer service
My broadband got bought by shell from the post office. When they made the switch it has never worked since, despite me calling them countless times. It takes an hour at least on hold to wait for someone to answer. I have had enough and want to cancel my contract and I’m struggling to get she’ll to pick up the phone and speak to me. Terrible service
7 APRIL 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Probably one of the worst on the planet.
On transferring from The Post Office to ShellEnergy Broadband on 20th Feb’22 I immediately lost the ability to receive phone calls. All attempts to make contact via phone, email and on line chat (not available) failed to get any response so several days later, I decided to migrate elsewhere. which was scheduled for 4th March’22 but delayed until 7th March’22. Openreach finally managed to get my phone line working on 9th March’22. Once this happened, I made one final attempt to contact via The Post Office which resulted in a phone conversation with a Shellenergy agent who confirmed that I would not be required to pay any early termination charge and that I would not be required to return my router. I then received a letter from ShellEnergy asking for the router to be returned without any means as to how or where to send it.
6 APRIL 2022
The content above and below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Unbelievably diabolical company
Unbelievably diabolical company. They have utter contempt for the customer who has a problem. Don’t answer emails, don’t answer chat, keep you hanging on the phone for hours, hang up on you, don’t escalate complaints. No internet service now for 16 days with no hope of resolution as can’t get past the front line army of workers. Had one engineer out, but Shell ignored his report because it was worded incorrectly. The second engineer never arrived. Complaints are closed without being acknowledged or addressed. No one calls you back or tells you what’s happening. Customer service operators all tell you something different. This company excels at winding up its customers by deflecting, obstructing, distracting and threatening to charge you financially if you try to leave. They behave like a gang of bullying thugs. I’ve found it extremely upsetting and distressing. Although they are at fault, I fear they will try and extort money out of me. I just want to leave as soon as possible.I was transferred without my knowledge from the post office. I will leave as soon as my contract has finished.
“We are pensioners with health issues who rely on the internet and phone and Shellenergy left us without any service for 5 weeks…”
6 APRIL 2022
The content above and below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Left us with no service and no assistance for 5 weeks!
Had our broadband and phone line service switched to Shellenergy from the Post Office, worst move EVER! We lost our internet and phone service during storm Eunice and despite phoning Shell every day for a week we were just left hanging on for 20 minutes each time without ever getting to talk to anyone. No help either using the online ‘chat’ service (having to go into a kind neighbour for internet access, as we had none). I then raised an official complaint, which had one response asking for dates an engineer could call to inspect the fault, to which we offered 3 dates. None of which were confirmed or responded to. Despite waiting in, no engineer ever called! Many more emails were sent to Shellenergy on the complaints procedure, NONE of which were ever responded to! We are pensioners with health issues who rely on the internet and phone and Shellenergy left us without any service for 5 weeks and the issue has only been (easily) resolved by switching to another supplier. And to add insult to injury, they sent an email saying they would be invoicing us for the service up to date and including an early exit fee! Outrageous behaviour! For a multi billion £ company, they have no customer support or care, clearly focussed on profit rather than honest service!
Worst broadband company ever used. If I could give zero I would. Speed awful. Over 1 hr wait times phone calls 2 mpxl download speed and awful customer service.
6 APRIL 2022
The content above and below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Worst broadband company ever used
Worst broadband company ever used. If I could give zero I would.
Speed awful.
Informed by them after being switched from the post office that contract had finished so then transferred to sky.
Then told £56 charge for ending contract early.
After 4 hrs of calls ( three times asking to be called back by a supervisor which they never did), leaving a complaint online customer service which they did not respond to and then being charged £56 I would never recommend them. Over 1 hr wait times phone calls 2 mpxl download speed and awful customer service.
Good luck if you have an issue. ( sky in the meantime have been brilliant, easy to contact and super helpful)
Awful, you can’t get through to any help, over 40 minutes wait, then when you explain your problem they put you on hold again, don’t come back and the phone goes dead. This has happened three times.
5 APRIL 2022
The content above and below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Worst company I’ve ever had to deal with.
Am 5 days into contract with this sub standard company and have had no Internet access. After 5 days of being messed around they now tell me it could take another 5 days for engineers to sort things out. Tried to cancel my contract with them but they will not do this without me incurring charges for a service they have failed to provide. Worst company I have ever had the misfortune of having to deal with. Get your service from any other company, this one is useless.
“…I as a leaving customer now have a bad taste in my mouth when i think of Shell Energy Broadband – Would i consider Shell Energy again in the future – Simple answer is NO (you have lost a customer for ever now!).”
4 APRIL 2022
The content above and below is sourced from current customer reviews of Shell Energy published on Trustpilot.
As per usual, my weekly Monday morning call to this shambolic Company ends in frustration and, anger. I rue the day i signed up to this mob. They are about as much use as a handbrake on a canoe.
“…the connection drops on average half a dozen times a day, sometimes for a few seconds, sometimes for longer.
If you call customer service, expect to be on hold for 40 – 50 minutes every time. I have so far spent around 4 hours on the telephone to them. Even British Airways is a shining beacon of excellent customer service compared to Shell Broadband.”
3 APRIL 2022
The content above and below is sourced from current customer reviews of Shell Energy published on Trustpilot.
April 1st, 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Its April 1st, and we certainly feel as if we are being taken as fools.
We’ve been trying to get an issued resolved since October 2021….admittedly that was Pure Planet who are of course no more… But the transfer to and by Shell has been appalling.
Certainly it is a difficult time for their staff with many pressures no doubt…. But their inability and unwillingness to even start resolving a simple issue (which prevents us paying them any money!!) since the new year gives lie to their claim – “here at Shell Energy we strive to offer exceptional customer service and aim to resolve all queries as swiftly as possible and to the best of our ability.”.
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