Shellenergy Reviews

Rates are ok but my smart meter hasn t been working connecting for a year now Everytime I raise it with them they say they are looking into it and waiting on a third party to fix it Not acceptable to be experiencing this issue for so long with the technology available Shell should be fixing this sooner so homeowners can actively monitor and manage their electricity consumption and reduce environmental impact

We ve only been with this company for just over a month When watching live TV it constantly buffers which gets extremely frustrating when trying to watch anything Customer service tried to be helpful but couldn t resolve the issue I was told to phone back so we could be sorted out for a booster box which usually means that I would have to pay for it Why should I have to pay for something to boost signal when I m already paying over 30 for rubbish internet as it is It takes forever to post anything on Facebook or open emails It s just ridiculous

Nothing wrong just a query My name is Laura Thompson I left a message a couple of days ago about Jane Wakeley s outstanding account Please can you confirm that her account is on hold until finances are sorted out A news article says that agents are knocking on doors of customers who owe money to Energy companies As Miss Wakeley has a medical condition this is something we don t want this is the reason why I m enquiring about this account being put on hold As soon as I know what is going on with my lawyer and Equity Release I will let you know Many ThanksLaura Thompson Mrs Sorry I don t have Miss Wakeley s account number Please can you send me Miss Wakeley s Shell Energy account number SAGA who own the house have asked me to send you a request for this account number so that they can have an idea of what the energy bill amount is and when to start paying it Many ThanksLaura Thompson

Poor so far Transferred our Broadband Phone to Shell Energy All was supposed to complete on 7th February The broadband is working but now have no dial tone on the landline and cannot make receive any calls Nothing has been changed in the home setup other than swapping the router out Contacted customer services who told me The data services are up and running regarding your Landline there is an outage around the uk today with voice services this would be why your Landline isn t working Just a fob off excuse as there is no evidence to suggest a national outage and oddly neighbours friends and family all have working landlines It is quite clear that something hasn t gone right with the transfer and it needs escalating to Openreach but nobody is taking ownership and dealing with the matter UPDATE So the response is a dedicated Broadband complaint handler will contact you Not sure how you are going to do that but if it s by phone you won t be able to get through because I don t have a working phone service as you are failing to provide one I have tried to contact you via live chat was passed on to someone else then ignored Filled in the complaints form standard automated reply rather than doing anything It s dreadful

I started using Shell Broadband in 2023 It didn t start well with poor router equipment but they did rectify this by sending a couple of router extenders We moved home early 2024 and I had several discussions with them early December about the move and the importance of it being live by mid-January I was assured multiple times it would be done This didn t happen Several phone calls emails and personal expense to bridge the gap later we seemed to be getting somewhere with a new date of 1st Feb for activation I get a call on January 30th to say that they wouldn t be able to provide broadband to my property AT ALL and thus had to cancel the order entirely Leaving me with no broadband already for 2 weeks and probably another 2 weeks to activate with someone else Absolutely diabolical service no matter which department you ended up speaking to Steer clear

In response again I do not see any reason to discuss my DD All I need to know is that you Shell will not be using this again I shall be obliged to cancelthis DD if you cannot confirm Following response from Shell I am amazed they are asking me to contact them about my Direct Debit since they are no longer my supplier At least I do hope they will not continue charging me Warned I would be moved to another company - in late December Until now I am paying by variable direct debit I received my usual email from Shell telling me the amount but NOT thatit would be taken a full 10 days earlier than usual Fortunately I had noticed from my in house smart meter display that for a few days inthe last week my costs were lower than usual Makes a great difference to wake up not to find you hae spent over 2 whilst just asleep Have now received official email from new company - the only thing that worries me is they advertise on a commercial radio where I hear other ads for I know completely useless companies Not sure where I stand now should I wish to changing suppliers Would be interested to hear from others who are going through the same including those using broadband telephone

To be honest I m not certain whether this fiasco is the fault of SMS or Shell energy We have gas but have not used any for years since we switched to an electric cooker before Shell took over from Pure planet Shell kept sending emails asking for gas readings but since we have a smart meter I thought we didn t need to I checked our bill and saw that Shell were charging for estimated gas we haven t used so thought I d check the reading only to find there s no display working on the meter I rang Shell and told them the meter is faulty and presumably not sending readings and I could not give them a reading as the meter is faulty They arranged for SMS to come and repair it Several weeks wait Engineer turns up on time no phone call from him to advise likely arrival time as promised takes a quick look at the meter and says It s faulty you ll have to report it to Shell for a replacement AAAARGH Get an email and text from SMS saying Your meter work has now been completed Presumably Shell are paying them for doing nothing or mis-ordered the callout

I want to change my Broadband landline provider to Shell energy Octipus did most of it on line but wanted to know what they would do when Openreach does away with the copper wire landlines are switched off by the end of 2025 some companies will give you a convertion kit ot digital phone that sits on the router spoke with Shell she did not have a clue what I was on about so I got no answers very poor response

After upgrading my broadband package and receiving a new router they asked me to return the old one - or I would be charged 39 98 - which I was happy to do However I had to ask for the returns bag to be sent out Luckily I kept the receipt of proof of postage as they emailed me today to say they hadn t received it and had charged me 39 98 They have removed the charge in one working day but it may have been better customer service to have received an apology within the email rather than I m pleased to confirm that the router charge has been deducted from your bill

Signed up for broadband in September 23 as was promised an Amazon voucher for 100 Was part of my reason for choosing Shell Terrible speeds wifi strength and no voucher Was told it would be sent within 180 days Can t wait to switch