Shellenergy Reviews

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Nicki BD10

2 years ago

Glad I asked to chat with a human

I wanted to request a refund as my account balance was getting high I went around in circles on the initial screen prompting me to type refund only to be told they couldn t deal with this request Subsequently I typed talk to a human then I got Jovana Z on the live chat - super easy procedure from there and my refund can be expected in my account within 10 days Thank you Jovana the 4 stars are for the frustrating system loop prior to our chat which was 5 star service

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Christopher Alexander

2 years ago

How every company should deal with callers

I don t know what the company is doing other than average job providing slow internet connection link using the standard telephone line Their technical support department are OK but there s not much they can do to improve performance Front of house on the other hand is where they excel Thanks to a helpful lady named Ellie K I was able to get clear answers to my questions capable advice on what was going on and a clear and open explanation of what should happen next I m signed up again happy with the deal if not the speed and the way in which that happy state of affairs was reached Thanks Ellie

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Jon

2 years ago

Good service but issue not yet resolved

I have been having an ongoing issue with my broadband dropping out and have been very pleased with Shells response not only to the initial problem but also in calling to check on progress The issue has still not been resolve but the customer service and response has been good so far

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Lele

2 years ago

Really good overall

Phone waiting time are always very short and people seem to understand well the nature of the issues Costumer service always really kind helpful and able to provide clear next steps but issue is not always resolved as promptly as expected

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Mr Bates

2 years ago

Progress with Alma S today

I spoke to Alma S today and I felt today at last that we were getting somewhere our issues aren t fully resolved but at last we ve made some headway look forward to our issues being fully resolved by early next week Regards Anthony

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Mr Mathews Varghese

2 years ago

Discount friendly knowledgeable service

I don t like changing companies too often I talked with Matt from Retentions dept I was going to change provider Never had any issues during the old contract period So I stayed with Shell again So I opted - for an offer - similar to the old contract Got Broadband phone evening weekend calls only - total monthly cost about 24 12month contract with 3 discount Actually I wanted a short contract period Matt said - if BT puts fibre-optic lines on roads in near future - I can upgrade to a fibre option

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John

2 years ago

My mother 80 has just moved to shell

My mother 80 has just moved to shell but they ve replaced her phone number that she d had for over 50 years even though she asked for the home phone to be retained None of her friends can call her for xmas this has been going on for over 10 days she phones up everyday and is told to wait another 24-48 hours - beware Updated great response from Shell and I ve updated the review accordingly

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Will Jacques

2 years ago

People contact better than useless chatbots

Hadrian the adviser was really helpful and offered the right solution in terms of my question about overpaying by direct debit Usual waste of time having to go through a chatbot first who couldn t answer my question that s why I have deducted one star

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dale woodrow

2 years ago

shell energy octopus broadband retention team are there for you

with my broadband contract about to come to an 18 month end i was stressed and beginning to search an endless list of latest offers which is a minefield trying to find competative prices After speaking to Victoria in shell energy tetentions team i was put at ease and talked through the options available im glad to say i have agreed to continue with Shell Energy which is now owned by Octopus Her advice was at a pace for me a self confessed modern tech worrier to understand with also the knowledge that i can contact them again with any worry regarding their product thanks again for a great service

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Ms Sally Lewis

2 years ago

Very helpful customer service representative

The customer service representative I spoke to Sedeeka was extremely helpful She assisted me immensely with my worries about current high Direct Debits I had rung before winter with my concerns but the call was not helpful at all so I am glad of today s outcome

Rated 3.57 out of 5 by 140 Happy Customers

Glad I asked to chat with a human

How every company should deal with callers

Good service but issue not yet resolved

Really good overall

Progress with Alma S today

Discount friendly knowledgeable service

My mother 80 has just moved to shell

People contact better than useless chatbots

shell energy octopus broadband retention team are there for you

Very helpful customer service representative

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