Shellenergy Reviews 18

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It was close to 2 stars but 1 star seems appropriate.
The daily non stop poor broadband is driving us mental, customer service is below average and ineffective. We can actually see our neighbours broadband strength that is 50% or so stronger than our with the Shell router 5 meters away from our gadgets. Now moving to BT as that's the only option.
Suggestion - Call your company Shell Home Information Technology. maybe just use the initials.

Had shell for a year now! Constantly dropping out every 10 mins! No exaggeration!!! My son has recently got a ps4, even with a direct cable to wifi box from ps4 and all other wifi connections off, ie phones tablets etc its awful, tried staying up late to avoid busy wifi traffic! Still no luck! After reading reviews, i will not be upgrading my shell account we will buy out and go with a decent provider! I originally used compare the market, in he-insight i am now regretting my cheap car insurance and internet, i hope i dont need to ever claim, moral of the story, you get what you pay for! Before now i would never go cheap, but after the recent cost of living we felt no choice, but I’ve decided that extra couple of bottles of wine a week equals good quality cover and wifi connection! Before shell we had talk talk always very good! I will now do my research locally! Im actually thinking of taking to my local facebook locals to get everyone to get together and complain who are with shell, why should we pay for a service and receive nothing when other countries get for free!

When my mum died in January we switched her account with Shell Energy phone and broadband over to my dad. This part of the process was slightly cocked up by them spelling his name wrong on the direct debit instruction, but did get resolved in the end. Service had been mediocre at best before we switched the account to his name, but we didn't want the hassle of switching to someone else while we were grieving and trying to sort out loads of paperwork, almost all of which needed to be done online. After we switched, the broadband and phone line quality deteriorated further and we weren't able to use the Smart TV at all for about a month or more, and the wifi was regularly dropping out. Sometimes several times a day. We reported the fault several times and asked for a new modem, as we felt that this was where the fault lay, but were refused a new modem on the basis that "We don't send out new modems". In the end, we had them send a (BT) engineer out who very tactfully told us what equipment to buy to set up a wired connection. He didn't confirm explicitly that the modem was the problem, but his advice suggested strongly that it was. We took his advice and were able to connect the TV up again, though the wifi continued to be crap and phone line quiet and crackly. After being charged over £100 by Shell for the BT engineers visit, we decided to switch providers. My dad had never received any bills from Shell and had just seen random amounts disappearing out of his account each month, with no explanation, so the £100 plus bill was the final straw. Because my mum had been in contract with them, and we either inherited it or they set up a new contract with my dad (it's not clear which...) we were then hit up for penalty charges for switching. We were told by letter that it would be £184.71 plus the final bill, and that if we cancelled the direct debit before this had gone out, they'd impose another penalty charge on top of that. They sent the letter out in my dead mothers name, despite having switched the account to my dad's name back in January, and he has just been charged over £300 with no explanation whatsoever from them. Needless to say, we are much happier with our new provider.

I wrote a review a while ago and changed it to 5 stars when they sent me a new router and said I made a mistake they are not octopus energy they’re octaplus.i even apologised.but I’ve since realised the message clearly says taken over by octopus energy so I was right all along.I’ve had problems for 3 months.my service isn’t working.my speed yesterday was 1.26,I said in email I had to switch because it’s not getting sorted and I got an answer that doesn’t mention anything about my faulty service it’s a long one about them getting paid.im blown away again to say the least,and they have already once tried to bill me for engineer to repair a service I pay for that’s not working and nothing to do with me.im disabled and had the same one for 10years.I’ve been very loyal.its just unbelievable really in 3 months of a broken service I’ve been given an £8 discount wow,i will probably get another message telling me to change my review again but that’s not happening this time.i would of been happy to continue with this broadband but it’s never going to get fixed I’ve realised that now.i will just keep getting I’m sorry emails and then left till I say something again.im obviously just a little nobody that really doesn’t matter if i move elsewhere i think,

Shell Broadband constantly dropping out. I agreed to have full fibre installed, which was installed on 30th April. Unfortunately, the line was unable to be activated as there was a fault in a network box in the street. Shell advised an Openreach engineer needed to resolve the fault. 3 weeks later, still no resolution. I have cancelled my account to end on 20th June, but Shell have now ceased my service, leaving me with no broadband at all. Absolutely shocking customer service! Do not use Shell Broadband!!! You will be sorry if you do.

Shell advisor, Maciej, was very helpful with getting me access to Shell Energy Fund to alleviate financial hardship.

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.

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.

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.

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!!

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.

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.

24.04.23 immer noch keine Abrechnung für 2022. alles nur Hinhalterei. Schon 3 wurde ich nun aufgefordert meinen Zählerstand durchzugeben - Leute, der liegt Euch seit Mitte Januar 2023 vor!
Erst Gaspreisbremse nun Zählerwechsel. Immer wieder neue Ausreden und schön weiter die Abschläge wie vorher kassieren. Und dann dreist schreiben „wenn Sie Zuviel bezahlen sollen bekommen Sie dies mit der Abrechnung für 2023 erstattet“. Das dann wahrscheinlich in 2025 und so hat man von Millionen von Kunden zinsfreie Kredite oder wie?
Heute das 2. und letzte Mal gemahnt. Danach reicht es mir dann!
I

Yakubi was very helpful, and sorted all the issues I had.

Yakubi was very helpful and knowledgeable. He answered all of my questions and provided me with the information I needed. Thanks again ✌️

Unterirdisch, hier wird mit dem Geld der Kunden gearbeitet. Gas Abrechnung nach einem Monat nicht erstellt! 2 mal Bescherde, 2 mal identische Antwort. Wir verstehen Sie, es tut uns leid bla bla... Schreibt stattdessen die Rechnung und zahlt mir mein Geld aus !!! das ist Methode und eine Frechheit. Alle die Nachzahlen müssen haben sicherlich ihre Rechnung bekommen .
Aktualisiert 9.02. Weiterhin nur Ausreden. Energiepreisbremse wird angeblich im System implantiert. Schwachsinn, was hat die Energiepreisbremse mit der Gasabrechnung im letzten Jahr zu tun. Die ist noch nicht mal aktiv. Warte immernoch auf über 1000€ jetzt seit 6 Wochen. ....16.02 Habe jetzt Beschwerde nach $111 Bla Bla eingereicht. Das wird wieder 4Wochen dauern (gesetzl.Frist) wollen wir Wetten?

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.