Jan 30th, 2023
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THE SUNDAY TIMES
‘Get a grip’ Shell told, as it racks up the most broadband complaints (again)
Extracts from an article by Ellie McDonald published on Sunday 29 Jan 2023 (Page 15)
Shell Energy has been told to “get a grip” after a surge in broadband and landline complaints.
The telecoms regulator Ofcom also said it was monitoring the firm’s performance because its complaints volume remains far higher than its rivals.
Shell Energy, which started providing broadband in 2016, had 27 complaints per 100,000 broadband customers between July and September 2022 and 20 complaints per 100,000 landline customers. It was also the worst in the previous three months, when it received 31 and 23 complaints per 100,000 customers respectively.
Shell Energy Broadband said: “Ofcom’s table reflects our position up to six months ago. Since then we have invested heavily and made big strides in our processes.
We’re confident that these will be reflected when Ofcom releases its results for the current period.”read more
Jan 30th, 2023
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Never under any circumstances get broadband with this company. After at least 15 phone calls, multiple transfers per call, and over two months of waiting, the broadband I ordered is still not working.
30 Jan 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Never under any circumstances get broadband with this company. After at least 15 phone calls, multiple transfers per call, and over two months of waiting, the broadband I ordered is still not working. They’ve tried their best to resolve complaints, but the inconvenience they’ve caused will not be resolved easily. I could forgive that if my broadband at least works, but due to a technical issue, it has still not been done. They expect it wont be working for a total of 3 months after my order date. Additionally, the customer website never works, meaning I can’t check any of my payment details or other information. Never use this company’s broadband.read more
Shell has revealed it will combine its oil and gas production and liquified natural gas (LNG) divisions as part of an overhaul by its new chief executive.
The new operation, which will combine Shell’s most profitable divisions, is to be led by Zoe Yujnovich, currently the group’s upstream director.
The internal restructure will also see its renewables operations merged with its oil refining and marketing business, the company said.
Shell confirmed the shake-up will reduce the size of its executive committee from nine to seven members in order to “simplify the organisation further and improve performance”.read more
Oil giant Shell is set to unveil record profits of more than £30 billion as households and businesses grapple with sky-high energy bills.
The corporate giant is expected to say this week that annual profit more than doubled as the war in Ukraine restricted supplies from Russia, sending the price of gas and electricity rocketing.
The FTSE100 behemoth and its arch rival BP have faced mounting criticism for cashing in. BP chief executive Bernard Looney famously described his company as resembling a ‘cash machine’ because of the amount of money it has made from elevated prices.
But, since he made those comments in 2021 – three months before the invasion of Ukraine – the profits made by BP and Shell have continued to escalate rapidly.read more
Shell Energy continued to attract the most broadband and landline complaints to Ofcom in Q3 2022, while BT Mobile, Virgin Mobile and iD Mobile were the most complained-about mobile operators.
As it has for the last few quarters, Shell Energy has topped Ofcom’s rankings of complaints it received in the category of broadband and landline. Complaints were mainly around faults and service issues, while landline customers were chiefly unhappy with how complaints were handled.read more
Jan 27th, 2023
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Ofcom tells Shell Energy to ‘get a grip’ on broadband and landline complaints
Josie Clarke, PA Consumer Affairs Correspondent
UK News: Ofcom has urged Shell Energy to “get a grip” on broadband and landline complaints after the firm attracted significantly higher volumes than other providers.
BT Mobile, Virgin Mobile and iD Mobile are the most complained-about mobile operators, according to the regulator’s latest figures.
Ofcom said it is monitoring Shell’s performance closely.
The regulator said: “We have been engaging with the provider and urged it to get a grip on identifying and addressing the root causes of these issues.
“As always, should we identify specific concerns with how our rules are being followed, we will consider whether it is appropriate to take formal action.”
Virgin Media continued to generate the most pay TV complaints, Ofcom said.
Overall, the volume of complaints between July and September were broadly in line with the previous three months.
Sky had the fewest pay TV and broadband complaints, while EE joined Sky as the least complained-about landline providers.read more
Shell has put more than 2,000 jobs in the UK at risk after launching a “strategic review” of its domestic energy and telecoms supply division.
The oil and gas supermajor said on Thursday that it had told staff in Shell Energy, which has operations in the UK, the Netherlands and Germany, that it has begun analysis of future options for the business, which could include exiting the sectors.
The UK business, which is headquartered just outside Coventry, has 1.4 million energy customers and about 500,000 broadband users.
The company said it had made the decision against the backdrop of a strategy which includes “continually exploring options to maximise the value of our portfolio and address performance in tough market conditions”.
First Utility and rebranding the business to Shell Energy Retail the following year. It took over the Post Office’s broadband customers in 2021 and now offers broadband at varying speeds across three tariffs.read more
Shell is looking to bail on its energy retail business across multiple countries amid “tough market conditions,” the company said on Thursday.
The tough market conditions likely refer to higher wholesale prices across Europe that have plagued many retailers, as well as price-capping measures instituted by governments to keep consumers from having to pay exorbitant energy bills.
Shell said on Thursday that it had commenced a review of its retail business in Britain, Norway, and Germany and that the process could take months.
Of the three businesses, Shell’s retail operations in the UK, Shell Energy Retail, is the biggest, boasting 1.4 million customers.
But while it has pegged its European retail arms to stand before the firing squad, Shell’s 2022 annual profit is expected to come in at more than $30 billion, Reuters said, as high oil and gas prices have helped the business improve its overall performance.
Shell sunk $1.5 billion in cash and credit into its British energy retail business last year in order to help with volatile prices and the tough market conditions in the retail segment as natural gas supplies ran short. While Shell managed to survive the last couple of years, other British retailers such as Bulb declared bankruptcy after multiple British power suppliers failed to hedge their future costs back when the getting was good. The cost to taxpayers—billions.read more
Shell is considering selling its UK energy supply business after injecting £1.2bn into the loss-making division to help it cope with rocketing gas and electricity prices.
The company on Thursday said it had launched a strategic review of the business, which supplies 1.4m British households and also operates in the Netherlands and Germany.
It raises the prospect of the unit being sold just six years after Shell first moved into the UK household supply sector.read more
Jan 27th, 2023
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Shell plans strategic review of energy supply business which employs 2,000 in UK
August Graham, PA Business Reporter
Oil giant Shell has raised questions about the future of its energy supply business which employs thousands of people in the UK as companies continue to struggle in a tough market.
Shell said it will launch a “strategic review” of Shell Energy, including its operations in the UK, the Netherlands and Germany.
Launched in 2008 as First Utility and bought a decade later by the oil major, Shell Energy employs around 2,000 people in the UK.
It supplies energy to around 1.4 million homes across the country and broadband to around half a million customers.
It was not clear what options are being looked at by Shell for the unit. Companies who put their business units up for review often sell or restructure them, but sometimes keep them unchanged.
“No decisions have yet been taken on the way forward and our priority remains to ensure our customers in those countries continue to receive a reliable and affordable energy supply, and to provide support for customers who are struggling with the cost of energy and wider cost-of-living pressures,” Shell said on Thursday.read more
Jan 27th, 2023
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Shell to Review Household Energy Businesses in UK, Netherlands, Germany
By Elena Vardon
Shell PLC on Thursday said it is starting a strategic review of its home energy retail business in the U.K., the Netherlands and Germany, but stressed that no decisions have yet been made.
The London-based energy giant said that the review is likely to take a number of months, adding that the wholesale and B2B energy supply businesses aren’t part of this review.
It didn’t say whether any jobs would be affected by the decision, but confirmed that Shell Energy Retail Ltd. currently employs around 2,000 people.
Shell said that the review is part of its ‘power progress’ strategy which includes exploring options to address performance in tough market conditions and maximize the value of its portfolio.
The company’s priority remains to ensure customers in those countries continue to receive their energy supply, and to provide support for those who are struggling with the cost of energy and wider cost-of-living pressures, it said.read more
Absolutely appalling customer service from untrained, incompetent staff.
Having made multiple requests over an eight month period, for a new smart meter due to mine not working, they finally installed a new meter which also does not work. I’ve received conflicting information as to next steps and they have little interest in fixing this.
They take out their own choice of direct debit each month, in spite of me setting this to a higher amount via their website. I have wasted many hours in trying to resolve this, all to no avail. I will now charge to any other provider. None could be as awful as Shell. DO NOT CHOOSE SHELL ENERGYread more
Jan 24th, 2023
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Avoid at All Costs .. .Shell Broadband is Rubbish …
From a Shell Energy Broadband Review recently posted on broadband.co.uk
Reviewer J petrie: Location Belfast: Date 2022-12-31
Comments
Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider … Shell asked me to return Router or I would be charged £35 … I Then returned The Router ( at my own expense BTW ) Recorded Delivery, but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them … Well They have no chance of ever Getting The £35 … They Can Suck The Back of Them … Avoid at All Costs .. Shell Broadband is Rubbish …read more
Shell and SSE worst for energy customer satisfaction, says Which?
Jai Singh: 13:15 Fri 20 Jan 2023
SSE Energy Services and Shell are among the lowest-rated energy suppliers, according to a Which? survey.
Surveying more than 10,000 customers and covering 16 suppliers in Great Britain last October, the consumer choice researcher ranked Shell and SSE jointly next to the bottom in its assessment score.
Awful Company! I was with Shell Energy for nearly 3 years and nothing but hassle.Terrible customer service! Seem to get no reply! Ended up getting a whopping great bill (due to not resolving the issue as no one would respond to my emails or answer my questions on the phone) I am struggling to pay this bill as its quite big so went through stepchange and even through stepchange shell play up all the time. Now asking for full balance to be paid by March. Joke of a company. You will certainly not be seeing me ever again!I am now with Eon and they are great!read more
Jan 18th, 2023
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One of the worst Internet connections I ever had. Service level is at the absolute minimum. Hope they go bankrupt!
Shell Energy Broadband Reviews recently posted on broadband.co.uk
Reviewer S.b: Location Scottish borders: Date 2022-12-30
Comments
Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here’s what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn’t even 5% of what was promised. Utter shambles. Do not use.read more
Jan 15th, 2023
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“If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don’t value the customer and their service is absolute garbage. AVOID AVOID AVOID”
Shell Energy Broadband Reviews recently posted on broadband.co.uk
Reviewer Donna: Location Lancashire: Date 2022-12-21
Comments
My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible.read more
Jan 14th, 2023
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“Left without broadband for weeks. Terrible company.”
Shell Energy Broadband Reviews recently posted on broadband.co.uk
Reviewer Erica Unsworth: Location Bury: Date 2022-12-20
Comments
Had trouble from the beginning!! Keeps looking signal. Even when I’m sat next to router. Sent me a twin pack extender. worst instructions going. I can’t wait for my contract to end.
Reviewer Daisy Lisemore: Location Towcester: Date 2022-12-20
Comments
Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyoneread more
This is not a Shell website, nor is it officially endorsed by or affiliated with Royal Dutch Shell. There are no subscription charges nor do we solicit or accept donations. It is a non-commercial entirely free to use website owned by John Donovan (above) drawing attention to the negative side of Shell. The Shell logo image with the white text used on the header on this website is in the public domain because its copyright has expired and its author is anonymous. It can be found on WIKIMEDIA COMMONS. Use this link for Shell’s main website. Use this link to access the article “Shell Energy Beware” which provides more background information about this website.
OVER 500 EXTERNAL PUBLICATIONS CITING OUR SHELL WEBSITES
See our link list of over 500 articles by the FT, Wall Street Journal, Reuters, Bloomberg, Forbes, Dow Jones Newswires, New York Times, CNBC etc, plus UK House of Commons Select Committee Hansard records, information on U.S. Securities & Exchange Commission websiteetc. all containing references to our Shell focussed websites, or our website founders Alfred and John Donovan. Includes TV documentary features in English and German, newspaper and magazine articles, radio interviews, newsletters etc. Plus academic papers, Stratfor intelligence reports and UK, U.S. and Australian state/parliamentary publications, also citing our Shell websites. Click on this link to see the entire list, all in date order with a link to an index of over 100 books also containing references to our websites and/or our activities.
John Donovan, the website owner A head-cut image of Alfred Donovan (now deceased) appears courtesy of The Wall Street Journal.
THE SUNDAY TIMES 
Evening Standard
25 Jan 2023
BBC News
proactiveinvestors.co.uk
20 Jan 2023
One of the worst Internet connections I ever had. Service level is at the absolute minimum. Hope they go bankrupt!
A head-cut image of Alfred Donovan (now deceased) appears courtesy of The Wall Street Journal.
