801 Customer Reviews over 21 pages
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2021-12-30
- Comments
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Another victim.
Switched to cut down on Broadband bills. Will probably work as service unreliable.
Calls to Customer services result in multiple attempts to persuade you to upgrade to same fee as previous provider, which negates point of switch.
Avoid Shell energy slowband at all costs.
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
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Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
- Location
-
- Location
- Tonbridge
- Reviewing
- Shell Energy
- Date
- 2020-10-30
- Comments
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Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it!
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2022-04-20
- Comments
-
Endless problems with the telephone line - eventually we were unable to receive incoming calls. Telephone customer service representative continually talked over me, not giving me the opportunity to explain what the problem was and was extremely patronising.
I was a Post Office customer for years but the takeover by Shell has been dreadful. Am now in the process of changing provider.
- Location
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- Location
- Heswall
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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My 93 uear old farther had problems as regasted blind and a hearing problem.the billing arriving after the payment date
Then getting letter saying need paying now although it had already been paid. after ringing them and a 20 minutes before a response and then telling the customer services agent to stop sending late payment letters. As it you not posting bill out late the problem. still no joy customer service very OBNOXIOUS would not listening just told me to tell them pay by DD not have a problem then will he. and charged £4.85 for phone call to them.
- Location
-
- Location
- SALISBURY
- Reviewing
- Shell Energy
- Date
- 2021-08-19
- Comments
-
Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
DO NOT USE SHELL BROADBAND.
- Location
-
- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2021-01-13
- Comments
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Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband!
- Location
-
- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.
- Location
-
- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2019-10-02
- Comments
-
The speeds provided will not even stream a Youtube video. Rang up to complain and did not get a call back for 6 weeks. Customer service is non existent. Avoid at all costs, these are by far the worst broadband provider in the UK
- Location
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- Location
- salisbury
- Reviewing
- Shell Energy
- Date
- 2021-12-22
- Comments
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awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-04-27
- Comments
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Failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.
Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.
The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.
To sum up:
Shell Energy Retail Ltd can't connect phone lines
Shell Energy Retail Ltd won't connect phone lines
Shell Energy Retail Ltd can't make phone calls
Shell Energy Retail Ltd can't receive messages on an answerphone
AVOID AVOID AVOID this company at all costs.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Location
-
- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2021-12-18
- Comments
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Going with shell Broudband was the worst decision I have ever made. From day one it has continued to fail I am unable to watch Netflix as it constantly go’s off and takes hours to re enter using the ridiculously long password. When customer services have been contacted they have not helped after waiting and waiting to talk to someone they don’t have any answers to the problem you then get passed on to the next person who clearly has no idea how to solve the problem.
I asked to speak with a manager this was refused.
I demanded that I be released from my contact as I am not receiving the Broudband I am paying for, I was told I would be charged, ridiculous shell Broudband is not fit for purpose you will possibly like me spend hours on the phone to them achieving nothing that’s when your not spending hours trying to get it to work on your TV. Avoid Shell altogether it’s not good and customer service is nonexistent.
- Location
-
- Location
- new Malden
- Reviewing
- Shell Energy
- Date
- 2019-09-18
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2021-06-15
- Comments
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I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.
The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-05-11
- Comments
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Haven’t used customer services as yet. I’ve signed up to super fast + and of this moment 44.6 Mbps down and 6.97 Mbps up so I’m well pleased with Shell so far.
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2020-01-10
- Comments
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Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload
Over Xmas noticed that broadband was very slow and continually dropping out.
In New Year found that phone was not working so raised service call.
Broadband speed down to 6Mb download and 4Mb upload...a joke!!
Within 24 hours told that tests had shown fault on line and they will arrange for BT engineer.
5 days later still waiting to hear when appointment.
My wife has cancer so we need phone to receive hospital appointments and to make emergency calls if needed.
Having to raise formal complaint now with Shell.
They do not seem to care at all.
We will get out at first opportunity
- Location
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- Location
- milnrow rochdale
- Reviewing
- Shell Energy
- Date
- 2018-01-05
- Location
-
- Location
- Sutton Bridge
- Reviewing
- Shell Energy
- Date
- 2018-01-03
- Comments
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What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE.
- Location
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- Location
- Bury St. Edmunds
- Reviewing
- Shell Energy
- Date
- 2022-05-14
- Location
-
- Location
- newcastle upon tyne
- Reviewing
- Shell Energy
- Date
- 2021-03-31
- Comments
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Shell Got to be worst Company for Broadband , Be aware Warning , Do not Sign up , Problems, Breached Section 6 ,SECTION 7 FCA rules and Poor Customer Services , BLAME customers for their Inadequate Customer Service , Threats of £70 Engineer To cone out , Go will BT Sky , NOW TV , you're Warned
Regards Alan.x
PS Threat of early termination fees ££185 even if YOU GIVE standard 30 days notice
SHELL A NIGHTNARE , AVOID AT ALL COSTS
Pay a little MORE for Decent Suppliers
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-11-08
- Comments
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Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up
- Location
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- Location
- north Devon
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Oh dear on phone sorry to keep you waiting over 1 hour and still waiting will be changing as soon as the post office contract is up.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2020-03-19
- Comments
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User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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DO NOT USE! Took over a week to get us set up after the go live date because no one wanted to do their job, took filing an official complaint before they even looked at it, then when trying to leave placed a cease order on our account so no one else can take over, trying to leave us without internet for two weeks. Frankly 3 mobile provided better internet when I had to use 100GB of mobile data in a week when it wasn't live.
- Location
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- Location
- England, Maidstone, Kent
- Reviewing
- Shell Energy
- Date
- 2020-04-07
- Comments
-
This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers.
- Location
-
- Location
- Granato
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-10-08
- Comments
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I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to).
Internet was intermittent for months at my new address. It should have been around 25-30mbps but was more like 3mbps. After months of complaint and finally threat that I would leave, they finally pulled their socks up and started asking OpenReach to come over and sort out the issues.
They agreed to recompensate me for the really poor service for I think what was around 4-5 months with a month-and-a-half refund. OK not the happiest, but I accepted it was all they were willing to offer. 2 months later, I start to get emails that I was behind on payments due to the 1.5 months that I had not paid. I was a little tired of this so I asked the person on the phone how long I had left on my contract and was surprised that it worked out that I was an 18-month contract since moving and not a 15.
I asked them to investigate the conversation I had with the person who arranged for the internet to be set up at my new residence (because all calls are recorded for training purposes) and 3 phone calls later they apologise for not having followed the issue up earlier will be raising the issue and (promising this time) they will be letting me know of the outcome of their investigation. My internet speed has improved I guess so I shouldn't really complain.
Oh! I shouldn't leave out that for the period it was really bad and I threatened to leave (for the 3rd time) I couldn't receive a WhatsApp message on the wifi without it affecting another service in the house using the internet.
- Location
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- Location
- Uppingham
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Comments
-
Absolutely rubbish l have been trying to contact them for over 3 hours today can’t speak to anyone not sure what to do
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
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Estimated speed on signup to Fast Broadband 7-12MBps actual speed 8.5MBps.However i have speed test results going back years which prove my line now supports 13+MBps so was expecting near top of their quoted range. After over 2 months of emails (and they are slow to respond) they have just gone full circle back to it must be my internal problem. Please note they are a TalkTalk reseller. Avoid both these companies and any other TalkTalk reseller if you want the best speed your line can support.
- Location
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- Location
- Teignmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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Changed from post office without being notified. Post Office overcharged me on renewal of contract. Although I paid an amount agreed upon after much aggravation, I then received a small amount bill from Shell. On 28 March, I see that none of the discounted amounts I had paid to post office had been deducted. Chat is dismal.. 46 people in queue and 25 minutes on hold on phone. 2 chats later, nothing resolved. Then got email from Shell saying if I didn't pay outstanding amount from post office, broadband service would end and further costs incurred. I view this as a veiled threat to pay up, esp as I had not defaulted on any payments. Finally received an email today from Shell after I had said I wanted to lodge a formal complaint. They have picked up that I was overcharged and will credit me with the difference.
Fearing that I would be cut off and out of sheer frustration, I paid the full amount. This was before I got the email stating they'd picked up the error. Will I be credited with the paltry amount? Who knows? Will be looking for another provider when contract ends.
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-05-07
- Comments
-
Don’t use this company as they answer phone when they want to sell connections. After they made contract they don’t bother about you . What ever they charge you have to pay .when you want speak to them they transfer you to different line which is never answer.
I was hold 3 different days from last week 1 hour each day no answer.
- Location
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- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-03-15
- Comments
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Not the best sadly.
My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Terrible currently with this service. Will need to move suppliers. Cannot access anything in my emails now. It was horrendous yesterday and now cannot access it at all.
- Location
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- Location
- Bishop Auckland
- Reviewing
- Shell Energy
- Date
- 2018-07-27
- Comments
-
Complete and utter rubbish. No one wants to help, they then promise to ring back and never ever do. We have not had internet for over 5 weeks now
- Location
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- Location
- Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Friends phone line disconnected today.
She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-17
- Comments
-
Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2020-05-19
- Comments
-
Extremely slow and unreliable can’t leave the same as the router without it being unreliable. Would not recommend betrer of paying extra and get something better
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2021-11-22
- Comments
-
Beware of the Consequences of Dealing with Shell Broadband
As a Customer you will be subjected to horrendous Customer Service which Shell Broadband will Neither apologise For or Compensate Yourself For as a Paying Customer.
You will be supplied with an Inferior Router resulting in the Loss of the Service on a frequent basis coupled with Slow Speeds for over a TEN Month Period which Shell Broadband will NOT Compensate Yourself For as a Paying Customer.
You will be subjected to further Loss of the Broadband Service coupled with Slow Speeds spanning over a THREE Month Period which once more Shell Broadband will Refuse to Compensate Yourself For as a Paying Customer.
Shell Broadband will Fail to implement an Agreement on the Agreed Date with Yourself and will therefore be in Breach of Contract. However Shell Broadband will then attempt to force Yourself to leave the Service Early in order that Shell Broadband can attempt to impose horrendous Terminations Fees.
Extracts of Emails received from Shell Broadband with No Authors Name on the Document how appalling.
Extract ONE
This decision is final ( No Compensation will be Paid), if you leave within your contract term then early termination fees will apply.
Extract TWO
If you would now like to cancel your contract with us Early Termination Charges will apply as you are in contract with us. If you would like to cancel we require 30 days notice for this.
Shell Broadband are refusing to release the Written Transcripts from their Website regarding the Appalling Customer Service dated 26th October.
I insisted that All Communications Must be in Writing on 9th November, However since I have been publishing this occurrence on Social Media Shell Broadband now only appear to want to discuss this position by Telephone where no Permanent Record exists.
Shell Broadband are an extremely aggressive Business to deal with potential Customers PLEASE beware.
I have just posted a Google Review on this Atrocious Company Sunday 21st November. Potential Customers Please Read these Copious Appalling Reviews from Dissatisfied Customers and Stay Well Clear of Shell Energy at All Costs.
Failure by Shell Broadband to provide the Service PAID for on Three Separate Occasions Spanning over Eighteen Months
From January to November 2020 the broadband package failed on a daily basis with copious breaks in the service throughout this period from Shell Broadband.
Eventually Shell Broadband issued a New Type Router which resolved the position albeit Several Months Later. Why did I not receive this Router in January 2020 when the package started?
I stated I required compensation for this Loss of Service But none was forthcoming from Shell Broadband. WHY
From May 2021 to August 2021 again there were numerous instances where the Broadband Failed on a Daily Basis.
No compensation has been provided by Shell Broadband for this Loss of Service either. WHY
Agreement starting on 23rd September was NOT implemented by Shell Broadband WHY
Shell Broadband are now in Breach of the Agreement with Myself for the THIRD Time. WHY
When I have previously contacted Shell Broadband to report these erroneous instances I have been asked to provide My Name, First Line of My Address, Post Code and My Email Address.
When I contacted Shell Broadband on 26th October via the website for the FIRST TIME I was asked for My Name, First Line of My Address, Post Code and My Account Number Not My Email Address.
Shell Broadband then accessed MY ACCOUNT using the information I provided.
After some time Shell Broadband then asked was I still there to which I immediately replied YES
I was then disconnected by Shell Broadband WHY - What appalling service not fit for purpose.
I then contacted Shell Broadband on 26th October by the website for the SECOND TIME
I provided exactly the same information for the SECOND TIME as the FIRST TIME.
My Name, First Line of My Address, Post Code and My Account Number.
Shell Broadband then refused on several occasions to action My request for assistance WHY - what appalling service not fit for purpose.
I stated that unless My Request was actioned immediately I would cancel My Direct Debit with Shell Broadband. My Request was NOT actioned by Shell Broadband and consequently I have cancelled MY Direct Debit accordingly.
When I went onto the website that day I discovered that the same package which had NOT been implemented on 23rd September was advertised cheaper WHY ?
Is this how Shell Broadband regard their established Customers with pure contempt? By offering potential New Customers the same package but considerably cheaper how deplorable.
I contacted Shell Broadband for a Third Time on 26th October this time by phone. Shell Broadband requested that I provide My Name, First Line of My Address, Post Code and Email Address. It was stated by Shell Broadband that My Account Number was NOT required.
No consistency whatsoever by poorly trained Staff during the communications that took place on 26th October.
Shell Broadband have offered a Service that is NOT fit for Purpose on THREE occasions spanning over Several Months - how Abysmal.
Shell Broadband are refusing to Compensate for their Appalling Customer Service and Treat their paying Customers with Sheer Contempt.
Shell Broadband are refusing to release the Written Transcripts from their Website regarding this Appalling Customer Service.
I wish to publish these Transcripts on Social Media so the Public will be fully aware of the Appalling and Aggressive Customer Service provided by Shell Broadband I will update this Page as Events unfold.
Horrendous Customer Service currently being encountered from Shell Broadband
Anonymous Emails being sent by Shell Broadband.
I am currently combating a number of offensive and aggressive Emails from Shell Broadband Staff sent without the Names of the Author how Atrocious. Pure Cowardice on their Part. This is what You can except as a Customer from Shell Broadband beware.
Potential Customers Beware Shell Energy are now threatening to Terminate My Service Stay Well Clear of Shell Energy at All Costs.
- 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.