‘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
Phoned there Free Phone after nearly 40 min phoned another number which transferred me and now there charging me £7 to get my broadband working, the attitude from call centre is shockingread more
Households thinking of moving broadband and landline services to Shell Energy may want to think twice after complaints about it soared in the first three months of the year.
It received twice as many complaints than the industry average for its broadband services, according to Ofcom – and more than three times’ as many for its landline offering.
Overall, complaints sent to the industry regulator stayed broadly the same as the last three months of 2021, its data shows.read more
Shell Energy is being investigated by the communications regulator for not telling customers that their broadband contracts were coming to an end.
Ofcom opened an investigation into whether the energy giant complied with its rules on communications with customers on Friday after Shell Energy contacted them about potential problems.read more
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