1,452 Customer Reviews over 146 pages
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- Location
- Fylde
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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Got sold over by post office broadband.
Service went down hill, no connection for days, email telling my new price, then billed roughly £10 more.
Website is useless, trying to contact them is unnecessarily difficult.
Avoid them.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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The actual WiFi itself is no issue. The issue is their completely incompetent staff. No problems cancelling the contract (shocker) - that was October.2 different staff members had confirmed that there was £47-something credited to my account and a refund of said credit would be paid on the 2nd of November. It has not. Talking to their customer services was like talking to a wet leaf. I went round and round in circles only to be told that there wasn't an account in my name,so there was nothing credited to said account and whoever had said there was, shouldn't have because my credit was 0 despite one worker saying I could use the credit on my account to pay for a different broadband deal if I wanted to (I havent). Not only have they taken whatever was on my account, they've also tried charging me £35 for a router I've already sent back??
Truly awful "customer service"....if you can call talking to a brick wall customer service
- Location
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- Location
- Backwell, Bristol
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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Customer service is appalling. I had to cancel a home move for my elderly vulnerable mother who relies on an emergency care line. I called & explained she was no longer moving, told them to undo the request to cancel the landline & broadband. I had confirmation on the phone this had been actioned. I followed this up with an email 2 months before cancellation was due to take effect. This was not actioned & service was cut off leaving my elderly mother with no emergency line or broadband. I rang customer service eventually answered then promptly cut off. Didn't ring back after 2 attempts requesting callback. 4th attempt I waited 1 hour & was passed through 3 depth, only to be told she would have to ring sales to get set back up & it would take 2 weeks. Absolutely disgraceful. Their error but take no responsibility for it. I would not recommend this company for broadband. I have spent hours over the term of my mother's contract sorting out issues, this isn't the 1st time they didn't action a request on their helpline.
- Location
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- Location
- minehead
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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shocking in every sense of the word robbers and scammers to say the least, i wish i`d have read reviews before purchase because i would have ran a mile, locked into dreadful contract service and customer services are beyond a joke,
- Location
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- Location
- Paisley
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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Shell is a terrible company admin wise...they don't provide customers with confirmation of over the phone 'bartering' when customers consider leaving. My first year monthly charges were £23.99 but I managed to negotiate £21.99 for the next year. That was simple enough to me...but not Shell - who continued to take £23.99 off me until I pointed it out...then the £21.99 suddenly became £22...every penny counts Shell....if you had integrity it would be better, but you obviously don't. I finished my account on the 12th September and am still waiting for a refund cheque as I had to give proof of postage for the router...appalling treatment of customers.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Transferred from "mypostoffice.co.uk" in takeover. I've been overcharged and ignored when complained via email, but eventually reimbursed. Until my October bill:- notified of charge but unable to download and print bill despite constant failed attempts. Excuses: "Oops something gas gone try again later" "Sorry wrong password". "We are very busy try again"
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Moving house, and have been kept waiting for a ridiculous amount of time on the customer service line. The same line asks for you to describe your issue, but then has no option for home moving.
Added to all that, the broadband is unreliable and keeps dropping, the online account doesn't work half of the time. Avoid!!
- Location
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- Location
- Alconbury Weald
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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I have spent the best part of 6 hours on the phone. I was awaiting a hub which has never been ordered. Been put through to every department known to man. None of which have been helpful. My current call is now 1hr 15 mins awaiting the retention team even though I’ve never been a costumer
- Location
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- Location
- Wallington
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
-
The worse company in everything customer service, connection and dealing with problems.
It's been over a week with no Internet
- Location
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