1,452 Customer Reviews over 37 pages
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- Location
- Pontypridd
- Reviewing
- Shell Energy
- Date
- 2023-09-07
- Comments
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Painfully slow at times. Not very reliable either. If I knew then what I know now I would probably give my business to another company. I do not get the promised speeds most of the time. They are cheap though.
- Location
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- Location
- Iko
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
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Broadband connection dropping out every 15 minutes. Cheap modem.
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2021-08-27
- Comments
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Constant ‘drop outs’ and then the most useless Customer Service
- Location
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- Location
- Dudley
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
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Just when i thought i had finally sorted out all my problems with Shell Energy had yet another demanding letter to return the router which i already had returned it after waiting for a return bag. Ongoing nightmare! Lots of problems with this company when you come to leave them.
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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This provide is rubbish. Avoid. The service doesn’t work. I cannot hold a video call. They deny any issue. The service is appalling. They don’t event allow cancellation due to rubbish speed.
- Location
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- Location
- Clapham North
- Reviewing
- Shell Energy
- Date
- 2021-04-14
- Comments
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I wish I had never entered into a contract with Shell Energy, the cheap price is there for a reason. The Internet is so slow and the signal is super weak. In doesn't reach all areas of my tiny 2 bedroom flat.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Shell Energy is the worst company I have ever been with for Broadband Customer Service.
During my contract they tried to upgrade me to Fiber "at no extra cost"
When I pointed out that had I wanted Fiber I would have applied for it the guy replied but it's free.
I then pointed out this would tie me to Fiber deals in the future if I wanted to move company.
After going off to check he said yes it would.
The guy said he would cancel the upgrade however I got another email saying that BT were unable to do the change over and it had been delayed by a week. I called and again they cancelled the upgrade.
About a month later I got a message to say the upgrade was happening the following day. Again I called them to cancel. The guy could see the messages on the account and said he couldn't understand what had happened.
I have now left Shell Energy so they sent an email to say they had asked for the Router back and not recieved it.
They then sent a label via email however not having a printer I had to find somewhere to print it so took a few days before I posted it.
They recieved the router well within their 30 limit yet 12 days after the P/O confirmation saying they had recieved the package I got an email to say they were charging me £35 as they still hadn't recieved it. I spent 45 min on the phone on hold to be told I needed to prove I had sent it. The credit which was due as I left halfway through the month has now been delayed as they added on the £35 charge to my bill & refunded it the same day.
I called today to speak to complaints but the guy couldn't do much or put me through to anyone higher.
I have given 2 stars for most things as I needed to give a worse score for customer service.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Having been a Post Office broadband customer for many years ( sometimes not so great either ) the transfer to Shell Energy has been awful, stressful at times and even with computer systems they still get information wrong - left hand and right hand lack communication!
First they had the amount on my acccount wrong after they took over account in December, my online account was never updated till April and even then the amount of credit carried over from my Post office account was still wrong and that was after numerous calls which took on average 40 mins to get through and another 30- 40 mins on the phone for them still to get it wrong or worse say it was sorted out when it was not. I sent them the last statement from the Post Office showing the full amount and asked for a deadlock letter - they finally acknowledged that I had been correct all along! I changed supplier and they last bill I got was correct and showed my account in credit but they have the cheek to charge me a fiver to end my contract less than a month early - the hours I spent on the phone are hours I will never get back!
I have asked them to confirm by email with me the final bill as they will still be due me money so we can agree if it is correct and they then sent an email asking me to return the Post Office router which is 10 years old at least that I had to pay the post office for as it was to replace an old non wireless one - they are welcome to this old dusty bit of equipment if they send a label to return it as they say if i dont return it they will charge £35 - how does that work?
Unprofessional company who i think have taken on too much work taking on extra customers from Post Office and I know of many others who are having/have had same lack of service & are changing/have changed suppliers.
The ratings here also ask for broadband speed and reliabilty - its only as good as the Open Reach exchange and ours is old as the hills! but we still pay almost the same for the service as someone in the town with fibre etc - very annoying.
- Location
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- Location
- South West
- Reviewing
- Shell Energy
- Date
- 2022-12-18
- Comments
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Unbelievably bad. Have spoken to 7 different Shell, so called 'customer advices, people. They have been polite but obviously make it up as they go along. They pretend they are referring to my notes but have no record of anything. Have waited ,in 2 whole days for engineers I was told would come, either AM or PM and would text me to confirm time. They didn't come or text. I am being charged for a service I am not receiving. I have wasted hours phoning or waiting for Open Reach. I am under contract and want terminate but apparently can't, or have to pay a severence fee. That is so wrong. Can Shell do this, arn't they regulated. Are they as bad as energy providers as they are at telecoms?
- Location
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- Location
- Widnes Cheshire
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Very poor customers service.
Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
Beware of this company - was OK when run by Post Office.
If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!
- Location
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- Location
- Huddersfield
- Reviewing
- Shell Energy
- Date
- 2022-03-03
- Comments
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Not happy at all my internet went down a couple of days ago I tryed phoning customers services up was on hold for an hour and a half eventually got threw. They did load’s of tests unplugged leads did full reset Of router Was told the internet would eventually come back on. Went to work few hours came home still not on. Iam not happy
- Location
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- Location
- south Yorks
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Comments
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not a very good supplier, slow to act on my complaint about my phone line being down 3 days}still not fixed}all you get when you ring their number is a computer activated voice but no back up from a real person.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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I thought I would change full fibre provider to shell energy broadband as they were cheaper.
What a complete nightmare!
I created an account, sorted out the direct debit details and received all the normal type of confirmations online which one would expect.
I waited for the go live date and activation code which never arrived, the live chat on the shell website always seemed to be unavailable, no emails were responded to so I contacted them by phone.
The first customer representative on the phone didn’t seem helpful and told me to wait another 24hrs before contacting them again, which I did.
The second time I contacted them, the representative was very helpful but unfortunately this is when I was told that my broadband with them wasn’t going to happen because my current provider BT had seized the line! whatever that means.
I contacted BT about this Seizure and they said shell energy had left the change over to late to happen and that in 24hrs my broadband will be cancelled by BT
So I will have no broadband for several days until a provider can provide the router and new contract.
So much for an easy seamless change of providers.
Feel free to draw your own conclusions from my nightmare experience.
- Location
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- Location
- Weston super mare
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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Don't bother. I'm now leaving.
Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I'd have a call in 2 days. Call them to follow up, was told I don't need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.
I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn't listen, did speed test and said your speed is above your minimum, so not sending new router.
Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.
So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer
- Location
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- Location
- BURNLEY
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Spend most mornings with the broadband dropping out and reconnecting now evenings are getting as bad.very poor overall made a big mistake moving from talktalk
- Location
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- Location
- St Helens
- Reviewing
- Shell Energy
- Date
- 2020-10-16
- Comments
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I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2020-04-24
- Comments
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Only get this off you love alone and use your device within a 20cm radius of the router. Incredibly slow and incredibly unreliable. You are better off paying a little bit extra to go anywhere else.
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2021-05-24
- Comments
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AVOID
This was the worst broadband experience I have ever had in my entire nearly 40 years long life.
Avoid Shell energy as a provider. They have a micro additional charge for everything. They lack basic services like changing a name on a contract. Customer care doesn't even listen to you when you query something. There was no single day when the internet would just break for some period of time. Often restarting the router wouldn't do anything. Speed was pathetic up to 6Mbs while promise was 20Mbs. also the cost £31 pm for an absolute joke of a service. I am immensely relieved I can cancel. Never looked forward to changing the provider so eagerly.
At the end you also have to post back the router.
- Location
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- Location
- Enfield
- Reviewing
- Shell Energy
- Date
- 2022-02-21
- Comments
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An absolute shambles of a service. Whilst my speed is pretty good when it’s actually working, the reliability is poor at best. My service drops out at least 5 times a day (on a good day). I may have got a great deal but this has been entirely negated by the shocking service. Can’t wait till I’m able to cancel!
- Location
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- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2019-06-19
- Comments
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Wish I'd never heard of these jokers.
What a shower! Phoning the "helpline" (pause for howls of laughter) is a nightmare;ditto the live chat (who was the idiot who first dreamed up live chat-another nightmare)
I moved in recently, their engineer came to reconnect a line, asked how many extensions I wanted activating (note, activating NOT installing) we agreed on three or four I forget which and away he went.
Several days later I find not one is working and when I complained I was told they only install one and if I want more extensions INSTALLING (note installing, not activating)I should get it done by an electrician.
They obviously did not read my first email and it took two reminders to get a reply at all.
STICK TO SELLING PETROL SHELL-you're useless at Broadband.
DO YOURSELF A FAVOUR PROSPECTIVE BROADBAND PURCHASERS-GO SOMEWHERE ELSE!!!!!!!!!!
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-04-19
- Comments
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Really bad customer service. At the moment I am in dispute with them. I can prove I have paid them - they say I haven't. I refuse to pay twice!!!
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2022-08-18
- Comments
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Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can't get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn't help! I just feel they are sitting there having a laugh at struggling customers
- Location
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- Location
- Highlands
- Reviewing
- Shell Energy
- Date
- 2022-09-25
- Comments
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Avoid this company.
When you leave them they behave like vile bailiffs. Sending threatening emails demanding router is returned. Then continue to get mire and mire aggressive demanding £35 or else. I returned my router with 24 hours of request but they just continue to send harrowing emails threatening me
- Location
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- Location
- Chippenham
- Reviewing
- Shell Energy
- Date
- 2022-12-19
- Comments
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Router failed within a few months. Left without broadband for weeks. Terrible company.
- Location
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- Location
- Oldham
- Reviewing
- Shell Energy
- Date
- 2023-01-20
- Comments
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When I agreed this contract it was for FIBER TO THE HOUSE .NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house.
No problem sir our new 'Fiber plus ' will give you that . 14 days to connect it.
After several calls and issues I opened the little grey wall box outside ---- NO fibre just old nasty copper !
Then yesterday I spoke with two Openreach engineers that had just completed fibre to the house two doors away. They told me that at the moment Shell could ONLY supply fiber to the cabinet NOT to the house. Right or not that fitted with what they did and told me. Go back to Petro Chemicals Shell. You can't do Broadband.
- Location
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- Location
- Lancaster
- Reviewing
- Shell Energy
- Date
- 2023-04-22
- Comments
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After 10 months of intermittent broadband I can persevere no longer and am paying to switch to another provider early. I have been paying for ‘fast fibre’ but am having to access Teams meetings by phone when my internet connection drops mid meeting. Very poor!
- 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
- Harrogate
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
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Signed up for 36mp broadband only. Price is fine. When fitted it worked for 4 days. Over a week without broadband now, waiting on an engineer. Took 2hrs on hold trying to get hold of someone. Not a very good business plan or model if this is to go by.
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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Dreadful. There are no parental controls available which every other internet company provides. 100% do not go with this company if you have kids and would like some control over what they are exposed to. The actual broadband is also unreliable and drops out frequently.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2020-09-03
- Comments
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I've been having broadband issues for the past two months, numerous phone calls and emails yet the standard response is too many devices, which I've proven to not be the issue by providing tests over Ethernet with only one device connected. Anyway the majority of devices are smart bulbs, smart plugs and a thermostat, leaving only a laptop and TV.
The pings spike up to 8000ms and nothing will load not even the Google homepage. Also the guaranteed speed range is 8-14Mbps yet I regularly get as low as 0.5Mbps, again they don't see that to be an issue. Their advisors don't know what pings are so their answer is that I need fibre when in reality they just need to fix my broadband.
To summarise, if it works you'll be lucky not to experience their shoddy customer service. However, if you do have issues get ready to collate proof otherwise they won't believe you! Then by some miracle escalate the complaint which is very difficult as they won't usually let you past the customer service advisor! Overall pretty rubbish for a well established name but clearly they haven't got their customer service right!!!
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2023-06-05
- Comments
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I've had two different routers with Shell and they're the only two I've ever had in which the broadband cuts out all the time on my phone. It's fine on my laptop though. Customer service is VERY poor. They raised their prices during my contract and refused to let me leave the contract without penalty
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2023-10-22
- Comments
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Wi-Fi frequently and persistently drops out, no customer support at weekends
- Location
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- Location
- Portishead
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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Very poor I have to reboot the router every day and I can't get any responce from them on the phone I'm seriously considering leaving the contact early dispite the fees
- Location
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- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Comments
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Well Post Office broadband customers all had no choice in suddenly being with Shell Energy. I've been with the PO for 5 years with no issues. Suddenly my broadband is down every day. I have no Netflix, no Alexa, no access to internet other than with my phone contract data. Im using my data to write this review. I have left my customer service rating neutral as I haven't attempted to contact them yet and by reviews I've read want to put that off as long as possible. It feels like the Post Office customers have been well and truly crapped on tbh.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2020-04-21
- Comments
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I started having my broadband with Shell Energy 26.03.2020 and today 21.04.2020 I have left them. I regretted the decision to go with them because the broadband was inconsistent, cutting out multiple times. I tried to contact Shell but it was impossible as they are extremely busy. Today I had an email to say that I will be charged £111.36 early termination charge. I spoke with a resolutions gentleman, who was polite and understanding, however his senior manager said that they could not waiver the charge. I am thoroughly disgusted and disappointed with their decision.
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2022-02-25
- Comments
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Broadband has been down since last Friday. Everyone i have spoken to has been pleasant and seem like they are trying to help but so far have not resolved the issue. After spending hours on the phone and a week without wifi i have asked for a goodwill gesture of a discount from my next bill and they have said no.
- Location
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- Location
- Dudley
- Reviewing
- Shell Energy
- Date
- 2022-06-19
- Comments
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Left this company on may 17th and was still charged another months rental on May 25th which I am having trouble getting refunded .Had a threatening on June 18th about returning the router although I was waiting for them to send a returns bag
Awful company
- Location
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- Location
- Penrith
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
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Takeover from Post Office has been an absolute joke - no broadband for a week. Phone calls take an hour to answer, letters sent that should not have been sent. Employees don't have enough knowledge to deal with problems, i.e. I have asked for refund of charges paid in advance. I was told Shell do not charge in advance - website says yes they do!!!
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2018-12-05
- Comments
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On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't.
I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!?
Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill...
I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added!
Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!!
So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!!
I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming!
Disgraceful company!
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
-
Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service
- Location
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