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No internet over Christmas!

24 Dec 2022

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

Absolutely appalling customer service

Absolutely appalling customer service. On the phone for 3 days and still no internet. Spoke with numerous agents many of whom hung up and finally decided to terminate my contract. The final agent from the retention team was actually verbally abusive !
No internet over Christmas! Disgusting service
Please avoid Shell at all cost.

Horrible company

Horrible company, avoid never use any broadband, even worse customer service, moved house booked engineer and he never turn up to find out they never book one, so I cancelled broadband to find out they where still charging me final bill month after, please avoid this company !!! I don’t even want to leave 1 star as don’t deserve any.


They have just restricted my wifi as I forgot to pay bill. I’ve finally got threw to customer services a asked if I can pay on Wednesday. I have children and obviously it’s Christmas so can’t be without the wifi. They absolutely refused to lift restrictions. Merry xmas what a SHELLFISH company

Horrendous company to deal with

Horrendous company to deal with. Massively inflated my DDs when my account was not in debt. When I asked for a rationale they based it on an estimated use figure way higher than my actual use, and way higher than the estimated use they put on my bill.
Forced off using fixed DDs by their appalling service.

Credit refunds poor service

Why is it always such a battle to get YOUR money back from Shell, it has now been 15 days a couple of phone calls to finally force them to repay MY money, but I still have to wait another 5 working days to see if it will actually arrive.
It states on the OFGEM website that refunds should be processed within 10 working days, yet another fail from Shell they must make a fortune out of the interest they get on customers money, yet pass nothing on to customers unlike other energy companies.
A very poor level of service.

Horrendous service

Horrendous customer service. Transferred to numerous wrong departments and left months without a gas supply. I don’t understand why booking a simple gas meter installation can be so difficult. This should not take months! And I am still left without gas and havnt even got a date booked in for the installation.
As for the date of the experience, there’s been 3 different attempts and still no closer to a gas meter!

The above are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. Shell Plc CEO Ben Van Beurden openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy.

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