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Trustpilot Verdict: Shell Broadband unacceptably unreliable

19 June 2022

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

Excellent “non” service from Shell…

Excellent “non” service from Shell Energy. Have been trying customer number all day to speak to their broadband section. I keep on getting “due to unforeseen circumstances “ messages advising us to phone later. This is not acceptable trying to deal with a company that doesn’t have a contingency plan set up. Poor show and cheerio as I will be voting with my feet.

Hopeless

Got stuck with these people as an ex broadband customer of PO phones. Broadband unacceptably unreliable. Want to switch but my online account does not give basic details of expiry date of contract. Cannot contact them to get this info. by phone live chat or email-all down. Pathetic. I will switch any way cancel my DD and will defend any court proceedings they bring. Hopeless outfit.

They keep adding charges that have already been removed

I signed up for a new broadband and phone contract but the operator put me on the wrong plan which did not include international calls and I ran up £20 odd in charges. This was sorted the following month with the payment refunded but those charges were added again two months later, I was told this would be sorted but it has not been and I have now been on the phone nearly an hour trying to get through making a total of about four hours so far for the whole affair.

£150 a month for gas and electric and…

£150 a month for gas and electric and they can’t give me a smart meter that works – Absolute Shambles!

Was never a Broadband customer with…

Was never a Broadband customer with Shell, cancelled my renewal with post office in Feb to find out in June that shell had left default markers on credit file. First thought was don’t worry its shell mistakes happen but they will fix it couldn’t have been further from that. As I transfered from post office they are taking nothing to do with the mistake a constantly hearing its post offices problem even tho they took over post office customer. Got swore at by an agent, hung up on really poor service from a company a thought more off. They checked the usage of the broadband from Feb which was zero I moved out in March doesn’t take a genius to realise the BB hasn’t been used for sometime as I don’t live in the property no more. Ombudsman complaint raised.

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. Shell Plc CEO Ben Van Beurden 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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