3.4
12 total
Absolute joke of a company. Broadband went down almost daily, could never get through to anyone by phone and their app never worked. They continued billing me 2 months after I thankfully changed provider. Be warned, do not sign up to these people unless you want nothing but poor service.
Date of experience: January 12, 2024
Shell advisor, Maciej, was very helpful with getting me access to Shell Energy Fund to alleviate financial hardship.
Date of experience: January 22, 2024
After a misunderstanding and an incorrect bill I used live chat and Renato H was extremely understanding and helpful and resolved my complaint. Great Service.
Date of experience: January 04, 2024
Broadband renewal.
Be extremely careful about the timing when renewing your broadband contract.
When you receive the email announcing the end of your contract and offering a new package, it is the exact length of the cooling period they will apply to the renewal of your new contract.
If the cooling period goes past the end date of your contract, you will be charged the full cost (without package) for the rental until the new contract starts.
This money-grabbing exercise is highly irritating because the information isn't mentioned in the letter received and it applies to existing customers.
Not a good way to appreciate existing customers.
Date of experience: November 02, 2023
ESMA T was able to clarify my 3 questions and reassure what happens if things changed in the next few days regarding the same matter. Reassurance and a plan. Thank you Esma T. And to the male agent I spoke to earlier also very helpful at setting up. Thanks both.
Date of experience: July 28, 2023
Have been trying to get Shell Energy to sort my mums bill out for 2 years now and have been given every excuse under the sun as to why her bills are wrong.
After 2 years I was asked to provide 7 days of meter readings at the same time of day to make sure the meter was working. On Day 3 I received an email telling me that they were waiting for information from me. At this point I am ready to lose the plot. They are now too busy to reply to emails and are happy to cause ongoing stress to an 86 year old. Their customer service representatives are appallingly unhelpful and appear to be there to frustrate a resolution rather than create one.
Date of experience: October 14, 2022
I got an email about my bill change which was incorrect so spoke to an agent on the chat. They were so helpful and sorted it out as quickly as they could and put my bill back to my original price.
Thank you so much for your help!!
Date of experience: September 27, 2023
I have Shell Energy Broadband.
The internet shuts down approx. every 15 minutes.
There is no one to speak and make a complaint.
A disgrace of a company.
Date of experience: August 01, 2023
Yakubi was very helpful and knowledgeable. He answered all of my questions and provided me with the information I needed. Thanks again ✌️
Date of experience: March 29, 2023
Yakubi was very helpful, and sorted all the issues I had.
Date of experience: March 29, 2023
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