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Shell Energy terrible broadband and customer service

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”.

Awful

The following email from Shell, is confiming that Shells broadband is unfit for purpose in my area. Therefor they should offer me a refund right? Keep dreaming it’ll be £95 if I want to cancel my contract and I’ll be the one paying not receiving. How is this legal?
Also in my village thieves have stolen the copper wire for the internet twice leaving the village without the internet for a week on both occasions, I have tried to be reimbursed for this from Shell to no avail. Why should the consumer pay for a product they are not receiving?

Your request (13440831) has been updated. To add additional comments, reply to this email.

Shell Energy (Shell Energy)

Jun 30, 2022, 13:47 GMT+1

Hello Jack

Thank you for contacting Shell Energy Broadband.

We have tried to contact you today but there was no answer.

Regarding your issue with the broadband. I have had a further look in to it for you.

We believe the issues you are experiencing is due to the amount of speeds you are receiving which is between 2MBPS and 3MBPS.

We have calculated that the average amount of speeds for most devices are between 3MBPs to 5MBPS.

If you connect more than one device this will cause the internet to disconnect as you are trying to use more than you are receiving.

We would advise you to upgrade but unfortunately the network in your area do not have better packages available.

Absolutely shocking

Spoke to 2 females on the phone today. They sounded so spaced out and high it was concerning. Please retrain your staff to sound like they know where they actually work.
Problem isent resolved after being hung up on because after repeating my account number and post code several times she just hung up.

I’ve been trying to log into my account…

I’ve been trying to log into my account for over a week now as he forgotten my password, I’ve had no reply at all! Says it’ll take 15 minutes to get a link – more like 115 hours, so far! All I want to know is the balance of my account. You’ve got my email address, so please send me an statement via email so that I can work out my budget.

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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