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Poor broadband, poor customer service

17 Dec 2022

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

Trying to cancel my order of broadband…

Trying to cancel my order of broadband in my new place after months of having no Internet in my old place from them. I am calling in my cool off period and they hang up everytime I try to answer the phone or worse still after waiting on hold for 30+ minutes on hold after hearing I want to cancel my order. Terrible company. Terrible customer service. Avoid avoid avoid

Poor broadband, poor customer service

£18.99 for guaranteed 10Mb broadband, actual broadband speed maxes out at 5Mb, is usually 2Mb, lots of deals for new customers, disinterested customer support aren’t interested in fixing their broken infrastructure or offering the same deals to existing customers, so I’m off to plusnet, slightly cheaper and guaranteed 19.7Mb…..

Thanks Shell for NOT providing…

Thanks Shell for NOT providing broadband, NOT being contactable and then ruining my perfect credit score!

I was without real broadband from October to November, spent days\weeks trying to contact Shell to no avail – so since I was without broadband for over 4 weeks – I cancelled my direct debit.

After complaining to the Ombudsman – Shell contacted me and agreed to close the account and cancel any outstanding fees.

However I have now discovered that they have incorrectly logged 2 missed payments on my credit report.

I am only aware of 1, but the account is closed.

I have used the usual no reply method of contacting Shell to ask them to remove these incorrect makers – but given it took 8 weeks and a complaint to the ombudsman – I am not expecting a correction any time soon.

you have no call handlers or the…

you have no call handlers or the the ones you have are not fit for purpose
I’m am leaving your incompetent company paying for 49 plus been sending in speeds via your own speed tests of about 40 for the last 2 days thick and rude answering the phones Avoid Shell Broadband at all cost or Talk Talk or First utility what ever name because that is who they are


I would like to give zero stars. Can’t get hold of anyone ever, whether that be by phone, chat bot etc. I’ve been overcharged for over a year. I’ve submitted readings by various methods, including by a legit man who came to look at my meters etc. This may sound
enjoyable to you… me it is nothing short of 24 hour theft – not least of my time, cash & my own personal energy. 24 HOUR ROBBERY would be my headline.

What a shambles of a company

What a shambles of a company! Make multiple calls to customer service to resolve a refund over several months and make no progress, despite countless reassurances. Write to the CEO and received the refund in about 2 weeks. Now today I receive a threatening letter saying I owe them the value of the refund, which could impact my credit file!! The worst customer experience I have had in many years – a new Low!!

Shocking unbelievable service from a leading brand name

Shocking service
You never get answers to phone calls
They never phone back

The app doesn’t work
They didn’t set up the direct debit as requested when I joined so I got adverse credit on my Experian and Equifax accounts

For such a leading brand name it feels like I’m dealing with a cheap outfit

I can’t believe that shell can’t organize this so simply.

I know I’m stuck with them for 18 months!

I have spent hours trying to resolve the problems

I requested a refund 15 days ago

I requested a refund 15 days ago. Since then I’ve phoned 4 times and my refund is nowhere to be seen. Every phone call ends with “Your refund is still with the finance team” who cannot be contacted. Totally unprofessional and claiming interest every single day on MY MONEY.

The call centre is in South Africa

The call centre is in South Africa.Impossible to speak to customer services in the uk
They refused to connect me to a uk call centre and unable to speak with a manager
I am 75% deaf a nd rely on using Bluetooth hearing aids.I requested a call back from a manager, still waiting

Absolutely awful

Absolutely awful, electric firm , I went from direct debits to top up meter, I’ve just rung them and crying my eyes over the phone , I was putting nearly 200 quid in nearly a week than putting food on the table , I told them I want to be back on the direct debits and pay my debts instalment as I am paying more being on the meter , I’m a single parent, they don’t care at all. I regret going to this firm. I am now trapped with them. So heartless

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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