1,452 Customer Reviews over 37 pages
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-05-05
- Comments
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I had to cancel due to the rising cost of living they have charged me £265 on top of my monthly payment l have refused to pay l am almost 70 years old in very poor health l don't eat most of the time as it's too expensive l need a power wheelchair due to serious walking and balance issues l can't even afford that...they didn't tell me about the social tariffs l am entitled to...don't ever take broadband out with shell or you will get treated the same the company is rubbish and very ignorant they don't answer your complaints it's disgusting harassing pensioners they have got a debt collector to harass me
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-05-04
- Comments
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It's off more times than on. Hours at a time. I need broadband on for the smart services at my home as well as work. Looking into a new provider ASAP. Very disheartening. Really bad broadband.
- Location
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- Location
- Bridgwater
- Reviewing
- Shell Energy
- Date
- 2023-05-04
- Comments
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Absolutely diabolical. Never have I ever had such hassle setting up a service. Shell are undoubtedly the worst Broadband provider the planet has to offer. The router arrived over a week late, The service which I was informed was live didnt even work when the router did arrive. Upon trying to close my contract before the first bill even came through, they're attempting to charge me the closing fee of £308 despite the fact that I havent even been able to use the service through no fault of my own. Truly despicable, absolutely useless. If you have the option between Shell and no broadband, youd be better off with no internet.
- Location
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- Location
- Braintree
- Reviewing
- Shell Energy
- Date
- 2023-05-03
- Location
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- Location
- Ne158pl
- Reviewing
- Shell Energy
- Date
- 2023-04-29
- Comments
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Shell says you have 28 days to change your mind, when you ring up to cancell ur broadband the say the will charge you £247 fees unless you give them 30 days to try and fix your problems, they are a load of bull, don't do it.
- Location
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- Location
- Wesham
- Reviewing
- Shell Energy
- Date
- 2023-04-29
- Comments
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Really poor speed, intermittent and unreliable. Switched to Virgin and 6 months on its great. She’ll never sent me a bag to return router and despite my emails they charged me for not returning router.
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-04-28
- Comments
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Complete disgrace. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat your now ex loyal energy customers. Of course I will now be switching energy companies. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some random reason. Passive aggressive behaviour. i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these people push you around.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2023-04-27
- Comments
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disgusting company, with them for 12 months, returned router but they decided I hadn't and passed my name now I have bad crdfit rating, I won't be buying anything Shell in the future!
- Location
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- Location
- Tadley
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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I dealt with Buckie in customer service , she was excellent in putting my complaint forward, and had really good customer service skills, and sorted everything out for me, including a £80 refund, I would definitely say this is the best result I’ve ever had. And would recommend SHELL BROADBAND .
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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Don’t do it.
Broadband not working despite activation email. Still not working 6 days on from my activation date. Multiple instructions to turn the router off & wait 30 secs to see if this resolved the issue…
My first bill is likely to arrive before I actually get the service I have paid for. Don’t do it!
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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Complete Garbage. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat now ex loyal energy customers. Of course I will now be ditching them as an energy customer. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some lunatic reason. Passive aggressive bunch of idiots arent they. Probably because i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these crooks push you around.
- Location
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- Location
- B
- Reviewing
- Shell Energy
- Date
- 2023-04-25
- Comments
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Utter shambles. Signed up because they promised low cost and high quality. They deliver the opposite. "Guaranteed 67mbps" lol, actula is about 10. on their own speed checker. Repeated complaints confirm this. What do they do? Nothing. Prequent disconnections, slow and unreliable. Now lets talk about charges. Signed up at £24 a month. It wont stay at that, after three months up to £28, more price increaces coming. They say they have to put prices up, its a scam, their web signups are still advertising £24 a month. Dont buy into it.
- Location
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- Location
- Cambridgshire
- Reviewing
- Shell Energy
- Date
- 2023-04-24
- Comments
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If I could give their customer service a negative rating a would.
As a previous post office customer, I decided to upgrade to a full fiber package in early January 2023- I was repeatedly given different installation dates. Finally on the 21 March I was given a confirmed date for the Openreach engineer to arrive. Suffice to say nobody arrived on the agreed date. Subsequently 2 more engineer visits resulted in a line being installed-but still no internet service. As of the 24th of April(more than 3 months) they managed to achieve nothing.
Dealing with their customer service is something akin to torture with endless recorded messages and options before you end up speaking to a person. They then end up transferring you from one person to another, a process which usually ends with you getting disconnected and then having to start the process again. I'm not exaggerating if I say I've talked with over 50 individuals over the course of at least 10 calls. I've also tried e-mail- which is no better.
In the end they started charging me for a service that was not working. I finally managed to cancel my contract- but I would rather walk over broken glass than have anything to do with them ever again.
In summary, do not under any circumstances sign up with this company- don't be taken in by good deals, its not worth it- choose any other provider.
- Location
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- Location
- Lancaster
- Reviewing
- Shell Energy
- Date
- 2023-04-22
- Comments
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After 10 months of intermittent broadband I can persevere no longer and am paying to switch to another provider early. I have been paying for ‘fast fibre’ but am having to access Teams meetings by phone when my internet connection drops mid meeting. Very poor!
- Location
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- Location
- Berwick
- Reviewing
- Shell Energy
- Date
- 2023-04-20
- Comments
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If i could i would give them zero stars. Quite the worst company i have ever dealt with. Young inexperienced staff on receiving end of phone calls with no power to resolve problems. When the engineer didn’t show up - despite a text telling me he was on his way - the only response was that ‘I would have to” go through the process again to book another visit. After sitting in an empty property for 3.5 hours. And who knows whether they would turn up again as they couldn’t tell what happened.
Apparently this multinational company has no supervisors. And if they did the operators have phones that don’t allow calls to be transferred and they hung up on me after a 47 minute call.
For your sanity go with any other supplier.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-04-19
- Comments
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Really bad customer service. At the moment I am in dispute with them. I can prove I have paid them - they say I haven't. I refuse to pay twice!!!
- Location
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- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2023-04-19
- Comments
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I have been without broadband for a week now. Shell finally sent me a new router on second class service even though I said it was urgent it was sorted. Customer service completely unhelpful. Shame I have to wait 7 months until I can leave them. 5 days since the router was sent and they refuse to contact Royal Mail for an update.
- Location
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- Location
- Howden, Goole
- Reviewing
- Shell Energy
- Date
- 2023-04-18
- Comments
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I left them because i hardly bhad no broadband i did complain but on deaf ears, so i left and they came after me for money i did not as they did not provide the service so fought them for a long time and than made a complain to the Ambuds man they were very nasty about it all and this is against the law they are the worst people i have ever had to deal with, but will contact my Mp about why they are getting away with it so i will carry on the fight----ps i did win my case----
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2023-04-17
- Comments
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Had an easy switch to Shell. Service even carried on with my old router. First bill accurate. Speed is as promised. Cost is a few quid cheaper than my old ISP and have been promised £100 Amazon voucher. Glad I ignored the bad reviews.
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2023-04-15
- Comments
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BE CAREFUL WHEN SETTING UP SHELL BROADBAND!! Initially I was very pleased with my broadband deal from Shell and had my deal confirmed in an email specifically stating there would be no setup charge. All was set and looking positive but a few days after agreeing the deal, I received an email to say there would be a delay in setup for a few days as an engineer would be required. This was not a problem, I was content with this. A day or so later I receive another email stating that my current provider has informed Shell that I am no longer switching to them and staying with with my current deal and therefore my order with Shell had been cancelled. I contacted my current provider and they confirmed that no communication between the companies had taken place and no such instruction had been given to Shell. I contacted Shell and, as the email stated, my account had been shut down so I spent nearly two hours on the phone re-ordering the broadband package that I had originally tried to purchase. When the order was almost complete and I was being read the charges for the account, a new installation fee of £67 had been added to my bill. I questioned this, as this was not on the original bill. Shell insisted they had no record of the original package fees, so I offered to email the contract details they had sent to me that clearly stated there were no installation fees but they said that wouldn’t make any difference and that contract must have been arranged at a different sales office. They were adamant that the £67 instillation fee would still stand and after being left waiting on the phone for a further 15 mins (whilst they went away to try to find information on the original deal I was offered) I had time to think and felt very dubious about the cancelled account and began to wonder if this was a deliberate cancellation by Shell because they had realised that my instillation would require an engineer and wanted me to pay for it. These thoughts are especially supported by the confirmation by my current provider, that they had not had any communication with Shell. I would have more respect for Shell if they had been honest from the start with the £67 instillation fee should an engineer be needed rather than just a cancellatIon to my account and, in my view, trying to add the fees on via the ‘back door’. If I hadn’t been paying full attention, I could have agreed to this package, with the extra fees and not realised, I was now paying more for the same deal. Anyway, I put down the phone receiver and decided to give the company a swerve. Probably best given the other reviews I have read. If they can’t be honest and straightforward from the start, how can they be trusted?
- Location
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- Location
- Canterbury
- Reviewing
- Shell Energy
- Date
- 2023-04-15
- Comments
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Does what it's supposed to - no issues so far but haven't had to use customer service yet. Better than the Vodafone I had before
- Location
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- Location
- High Peak
- Reviewing
- Shell Energy
- Date
- 2023-04-14
- Comments
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When it works, it's great. The problem is, the connection seems to drop several times a day. It always comes back up after about 30 seconds, but the unreliability is getting to be quite annoying. I didn't choose Shell Energy anyway, I was ported over to them by Post Office Broadband, who's service I never had a problem with. I am definitely going to switch.
- Location
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- Location
- South Normanton, Alfreton
- Reviewing
- Shell Energy
- Date
- 2023-04-05
- Comments
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The worst broadband provider, I have ever had the displeasure of being with
I have never had any problems with other providers in my area always a good signal, but shell it’s rubbish can’t wait for my contract to end so I can get some decent broadband
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2023-04-05
- Comments
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My mother has her phone and Broadband Account with this lot and has recently had her service suspended due to non-payment of her a bill - a bill they have admitted they have never sent.
Apparently the bill has now been sent with a discount for their error but they will not re-instate her services unless they can speak to her, so I told them to ring her as she can't currently call anyone but apparently they can't do that, they suggested I call back when I next visit her so she can pass security (I'm assuming they realise that won't be from her phone line which they have suspended)- dammit I can pass security I know all the details and isn't it a good job I live in the same country if that's what needs to be done- idiots, they created a mess and don't have the capacity to resolve it.
Hopefully the contract will expire soon and she can move to another provider.
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2023-04-03
- Comments
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Not a bad broadband service until you need help with loss of service. Endless call steering options with advisors endlessly tranferring you to different departments. Automated payment sysyem doesnt work.
Internet itself is great, just frustrating when you want an answer.
- Location
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- Location
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2023-04-01
- Comments
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Such a terrible service.No practical help given when I phoned for help when broadband went off completely. Except being asked to unscrew something from wall. When I refused was told that bcos I'd refused to carry out test it would probably cost me £65 for an engineer to call. I refused an engineer and raised a complaint. Broadband came back on after about 3 and a half hours. Lost valuable time to do some work. Complaint was " closed" after a few weeks without any correspondence fro. Shell addressing g complaint or explaining how it was resolved. Continued to have problems. Tv in bedroo. Couldn't pick up signal fro. Router about 25 feet away. Tv in sitting room constantly buffering or going off completely. Phoned to complain and said I wanted to leave. Told it would be £184 termination fee. I said the service was no good and they were at fault. Operator said I'd refused e ginger initially so basically I'd refused help. I said I only refused bcos previous Operator said said because I'd refused to carry out test in my home by unscrewing the box and would have to pay the £65. Upshot is I was receiving very little service so I changed provider phoned Shell explained why I was cancelling. Have now got really good service etc with new provider. Shell just emailed to say they're billing me £184. I've been advised to contact Ombudsman but I'll pay the money draw a line under the whole terrible experience BUT will be very vocal in telling g people to avoid Shell due to my horrendous interaction with the company and its reoresentatives
- Location
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- Location
- Rayleigh
- Reviewing
- Shell Energy
- Date
- 2023-03-31
- Comments
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Purchased an 18 month superfast broadband. After 6 months my partner moved in and contacted Sky about transferring his package to my address to be told I don't have fibre installed in my property despite it being in the area. Cancelled Shell and went to my partners sky as they agreed to send BT Open Reach to install the fibre cable from the telephone poll to my house. Shell then wanted £218 for the remainder of my contract. I contacted them and explained I wasn't happy with paying this as they had mis sold me fibre when it wasn't available to me. When the complaints department called me they said I had to pay the full amount as they provided superfast (how I don't know when I didn't have a connection). The call handler said "he would not take the word of an Open Reach engineer) maybe he wanted the Prime Minster to confirm that BT had attended and installed the cable. The complaint has now been resolved with me agreeing to pay the early termination charge on a basic broadband package. My advice is ask Shell to provide a "Letter of Deadlock" which you intend to use when you raise a complaint to the communications ombudsman. You are perfectly entitled to ask the ombudsman to consider your complaint if you feel you have been treated unfairly.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-03-30
- Comments
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Had this for over a year, always had intermittent disconnection issues and looking forward to the contract ending so I can find another provider.
I had to hassle them for months to get the freebies and vouchers offered under the sign-up deal, was hard work.
The thought of trying to correct or report the issue makes me want to cut my wrists so I've never bothered.
Vote with your feet is my motto.
- Location
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- Location
- Cumbernauld
- Reviewing
- Shell Energy
- Date
- 2023-03-30
- Comments
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Terrible connection and even worse customer service. Router will disconnect almost every 20-30mins and can take 17 mins to load a photograph, or 9 mins to load a Google page, even while sitting next to the router. If you want to cancel, you'll be transferred to different departments and made to explain why you're cancelling to every one of them, just for them to pass you to someone else and explain all over again. Even if you ask them to log a complaint, they just email you saying they've closed your complaint, without actually speaking to you at all regarding it.
If you want to pay for wifi but never actually intend on using it whatsoever, then this is perfect for you.
- Location
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- Location
- Woodcote
- Reviewing
- Shell Energy
- Date
- 2023-03-25
- Comments
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Absolutely rubbish. Can't contact anyone to resolve problems. Wifi keeps disconnecting. Useless.
- Location
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- Location
- Welwyn Garden City
- Reviewing
- Shell Energy
- Date
- 2023-03-25
- Comments
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Absolute Garbage! Avoid Avoid Avoid.
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2023-03-21
- Location
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- Location
- Bridgwater
- Reviewing
- Shell Energy
- Date
- 2023-03-17
- Comments
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Appalling company to deal with. Can’t
use smart tv and keeps dipping out. Various excuses blaming BT lines but never had those issues beforehand. Almost impossible to get hold of human being and send messages that they can’t trace my account.
- Location
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- Location
- BURNLEY
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Spend most mornings with the broadband dropping out and reconnecting now evenings are getting as bad.very poor overall made a big mistake moving from talktalk
- Location
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- Location
- Northwest
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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POOR POOR,
Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.
1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can't get a mortgage at the moment.
2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
3. Compensate me with a £100 for the rubbish service.
Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Broadband keeps cutting out, also they wait until the 14 day cooling off period ends until they switch your broadband on, so you cant even test the service first. Just corrupt
- Location
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- Location
- lytham
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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this is the worst company i have ever come across,opened two accounts instead of one took ages to sort out over 5hrs of phone calls,loads of problems with service, problems at the moment said will get back in touch with me ,it never happend
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Never experienced such terrible customer service - clearly got no process in place for working effectively with OpenReach, delay after delay, engineers turning up without a clue what they are doing. I'd avoid at all costs as I've wasted 2 months trying to get this sorted. When I told them I was cancelling and going to BT because they will likely be better at wrangling OpenReach the operator just said "yeah probably" - even their own people know it's not good enough.
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2023-03-15
- Comments
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Absolutely atrocious service! They disconnect your calls, pass you from post to post, take complete lack of ownership ship and ‘threaten to charge you if they have to send out an engineer. I’m four hours dealing with my current issue and it’s still not resolve
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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I posted a review over 12 months ago and frankly if anything,it's worse,despite a promise to contact me,nothing happened.Having had terrible service with Talk Talk,had I known Shell Energy were using them,I would neverhave touched them .Avoid this company.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.