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Left with no Shell broadband for three full weeks

“left with no broadband for three full weeks – now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill…”: “Never in my life have I been failed so badly by a company…”

Shell Energy Broadband Reviews recently posted on broadband.co.uk

REVIEW POSTED ON broadband.co.uk on 1st Jan 2023

Reviewer Callum: Location Carlisle: Date 2023-01-01

Comments

I had no other choice but to log a formal complaint today with Shell Energy, due to my – still to this day – completely un-functioning broadband.

My go-live date with Shell Energy Broadband was due to be on 12th December 2022. Throughout that day and into 13th December, the status indicator on the router was red and the x2 wireless indicators were solid green, however the router was unable to provide any WiFi to any device connected to it. Following Shell Energy’s troubleshooting advice in the leaflet that came with the router, I thoroughly followed all advice and even went as far as checking the wiring within my network connections within my home. Having verified that everything was okay from my end, I called Shell Energy on 16th December to explain the issue.

During this call on the 16th December, Shell Energy performed a line test and this showed that there was a line fault on the local network. Shell Energy then arranged for BT Openreach to rectify the issue remotely, but failing that, an engineer would visit on 21st December.

I waited, and 21st December passed, yet my broadband was still not functioning. I called Shell Energy again on 22nd December to explain the situation, and Shell Energy ran another line test. This time, the result of the test indicated that my router was incompatible. Shell Energy then apologised and told me that they sent me the wrong router model for my package, and they would despatch a new router to me; however, with Christmas coming up, delivery of the router would likely be the 27th or 28th December.

Okay, so once more, I waited patiently. With no router delivered to me by 31st December, I decided to give Shell Energy a call once more. When I asked where my router was and if they could provide a tracking number as proof of postage, Shell Energy advised that no router was despatched to me following my previous phone call with them, and that they would now arrange for a new router to be despatched. I received email confirmation shortly after this phone call that the new router is now on the way to me, but I am yet to receive any tracking information to prove this, so as far as I’m concerned nothing is concrete yet!

To summarise – I am angry, saddened, frustrated, and completely disappointed in Shell Energy for the service I have been provided thus far. As a new customer, I should receive an amazing service yet I have been failed on multiple instances now, and left with no broadband for three full weeks – now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill.

I just simply cannot recommend Shell Energy. Never in my life have I been failed so badly by a company, with multiple failures back-to-back in providing the service I am asking for. The stress and hassle this has caused in both the run-up to and over the Christmas period has honestly made me resent Shell Energy.

Hopefully my formal written complaint rather than yet another phone call will resolve this situation, but I won’t hold my breath…

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