Shellenergy Reviews

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Gail

2 years ago

My complaint with Shell Energy took a long time to finally resolve

My complaint with Shell Energy took some time to finally resolve despite the best efforts of John who tried hard to resolve it It seemed that the computer processes employed by Shell are so inflexible that resolution became a very complicated process On the plus side once my complaint was put through the Resolver website John at Shell was very helpful and responsive as the ongoing issues arose So in conclusion staff 5 but systems 2

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Georgie Lichtveld

2 years ago

Very poor customer service

The broadband works well and is pretty fast I live in a townhouse and the signal isn t great on the second floor however Today I called to discuss my bill with them and the customer service was appalling I didn t catch the man s name but he was rude with a mocking tone as though I d called with the stupidest question he d ever heard2 stats is probably too generous really

J

June

2 years ago

Systems and staff unable to deliver the required service

I can only assume that the shell energy systems are inadequate and currently not yet fit for purpose since acquiring various other companies especially the Post Office phone and broadband businesses Help lines are very polite if you a prepared to wait in a queue for anything up to 90 minutes But their ability to send out timely and accurate direct debits is virtually non existent This maybe an OK company to deal with in the future but not now

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Andrew Preston

2 years ago

Shell Broadband Sharp Practice

I initiated a broadband contract with another provider on 23rd November and the transfer took place on 7th December The regular 26 99 DD to Shell left my bank account on 27th November Today I received an email from Shell to say that as my account was in credit they would make a refund to my bank For the sum of 89p No details of how they worked that out As I m out of contract there should be no penalty or other charges Basically they ve charged me 26 for 10 day s broadband Very sharp practice imo Add in the poor website and dire customer service I can only say that I m glad to be rid of Shell Broadband and wish I d made that decision much earlier

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customer

2 years ago

Low prices equal low quality

Two stars as the price for the broadband was alright The issue is the signal it s so weak at times all of my devices disconnect and restarting the router doesn t help I ve lost signal in the middle of an interview now I m preparing for another and I m having exactly the same issues I wouldn t recommend this provider to anyone Don t be fooled by lower prices sometimes it s worth paying few pounds extra

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Sue

2 years ago

Only with shell because my previous provider went bust

On this occasion Jakub G has been polite and helpful and provided excellent customer service However my previous interactions with shell have been less than favourable They say one thing then either don t do it or do something totally different they talk over you language can be an issue and you get the overall view that they don t know what they are doing

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DJ Krys Randle

2 years ago

My Smart Meter Display repeatedly stops working

My Smart Meter display never works it is constantly losing connection even tho it is right next to the meters the meters lose connection with their system so you can go days without any readings online or on the home display Their customer service is useless each time it happens you have to email them pictures of the display unit then wait up to 5 days before they get back to you nothing is ever sorted on the phone

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Kath B

2 years ago

Broadband account home page never functions properly

Every time we receive notification of a forthcoming direct debit payment I visit our account home page and every time it says there is a technical issue on some part of it Today it tells me I may have issues with the broadband but then cannot identify them and in trying to check the bill it says the page is unavailable All really really unhelpful especially when you are encouraged to go to paperless billing

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Frost

2 years ago

Shell Energy Brodband

For Superfast Fibre Plus with Average Download speed for this plan is 67 Mbps 24 99 per month It s running on minimal speeds same line but with PlusNet or Vodafone was 57- 58Mbps Shell Broadband can t push over 42Mbps Not worth it Yeah update 42 Mbps was too optimistic went down for 39Mbps and costumer service answer was I quote you have your minimum speed guaranteed Thanks

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gamma5

2 years ago

Just avoid - you can only cancel before they actually connect you

Not an encouraging start The contract wasn t issued until I had accepted it - what sort of shady company does this A contract is supposed to be issued for study before agreement I read the contract and wasn t in agreement so immediately emailed them A 14 day cooling off period sounds a bit brief but when they estimate 3 weeks before connection it s ludicrous How is a customer supposed to evaluate their service No mention if there any blocks filters on the service Their response was to call me even though I stated that I wanted an email explanation - I have learned to never trust what an advisor says during a call After some email pingpong where they didn t answer any of my queries I ve decided not to give these dodgy dealers any money

Rated 3.57 out of 5 by 140 Happy Customers

My complaint with Shell Energy took a long time to finally resolve

Very poor customer service

Systems and staff unable to deliver the required service

Shell Broadband Sharp Practice

Low prices equal low quality

Only with shell because my previous provider went bust

My Smart Meter Display repeatedly stops working

Broadband account home page never functions properly

Shell Energy Brodband

Just avoid - you can only cancel before they actually connect you

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