Shell Energy for Home Customers 

Avoid this company at all costs they will try to scam you!! Not once but twice have they made a “mistake” tried to charge me well over £200 the first time for cancelling my Internet when I only wanted to change adress to then turn off my internet when I never missed a payment! Took me to debt collection for money I did not owe, but it’s okay because when they realised they gave me £10 good will gestures 🤣 ohh but then after that right back to there old tricks because now there going to charge me for a rota I didn’t sent back to them because obviously I’m using it in my new home and then instead of sorting the problem out once again after several phone calls they have took me debt collection company once again!! For money I don’t owe them! But obviously they think its acceptable because once again they gave me another good will gesture! All while this is affecting my credit score I don’t want a good will gesture I want you to stop trying to scam me every other month!!

The chap was helpful

Theo was friendly & worked very hard to sort out my internet problems.

The service is fine when it works but the customer call centre is woefully cumbersome.
It seems that as broadband customers we no longer fit in with Shell's business strategy and with service like this I feel that they no longer fit in with mine. The tariff is no longer competive either so I'm planning on switching to Plusnet whose Yorkshire-based call centre staff seem to be able to understand my use of the english language.

Aida T was fantastic trying to troubleshoot my internet issue today. It was all fixed within a few minutes so was able to use internet straight away.

Have been told today, that I have no choice but yo move to Talk Talk, even though I made the decision not to have my broadband with them when I joined Shell. If I want to leave then the customer adviser told me his managers had told him that I would have to pay a leaving fee of £123.17. This has not been mentioned anytime via e mail or text in relation to the move . BAD CUSTOMER SERVICE

The calmness and patience displayed towards a very hard of hearing customer

Dear Sir/Madam,

My contract was taken for £22.99 per month, and May is free of charge. However, Shell did not follow the contract agreement and overcharged me and May was not free, although that month was meant to be free. Also Shell also did not return my money from my old contract as they dais they will.

Today, on 8 May, at 13:55, I was called by one of your employees who was very rude to me on the phone and declined to give me her name. She was yelling at me for 19 minutes till she cut me off after I asked what her name was. She would not listen to me, constantly interrupted me, and spoke over me, not even allowing me to start a sentence.

Dear Sir/Madam
There was no resolution to my complaint, but she closed it down anyway and said, "I will close it down even if you're still unhappy." When I asked for her name, she put the phone down on me. I spent all afternoon crying, feeling abused by shell staff.
She also spoke so fast, and although I told her I did not understand, she did not slow down.

I rang Shell broadband, customer service. To make a upfront payment to account.
The gentleman I spoke to was called Aiden.
He was so helpful and obliging.
It makes life so much easier.
With straight to the point.
Hassle free.
Customer services.

What an absolutely garbage company!
Closed account but they've charged for the router that has been sent back.
'Customer service' call centre operated by Zendesk are a joke. They babble on making promises without actually doing anything to help.
Now the company have instructed a debt collection agency to recover the charge!
Manager Callback did not happen when requested.
Who do we turn to, to extricate ourselves from these imbeciles?

Kenan went “”over and above” trying different options to increase the speed of my Broadband connections.
When the first changes did not bring the desired results he tried a number of different settings and spent the time to explain what effect they would have.
Finally having got to the optimum settings he researched different packages to give me a vastly improved speed
Many thanks

Joke of a company that has 'the right to sell customer's' to another provider mid contract with no prior warning. Avoid, complete trash of a broadband provider, and a hostile workforce as usual.

Kind and helpful

Robyn who dealt with my call was brilliant. I am not happy with the way my account migration has been handled up to now but Robyn has sorted out my initial problems.

The phone was answered straight away by a lovely lady called Alliyah.She was very helpful,explained everything and I was sorted within minutes.Also it was great to speak to such a cheerful person.

Pathetic, apparently they are now Octopus and I CANNOT access my account until the changeover is complete. It have been another 2 months. Broadband is down more than up and there is NOTHING I or THEY can do about it. Stay clear of this company at all costs

What a shower ! All these overseas workers abusing our laws while been UNACOUNTBALE to anyone.

Putting lives in danger, abusing vunerable people, complaints staff taking the p*** ESPECIALLY the overseas and god help you if you get through to "roslin" at complaints as by god this troll was taught no manners by her parents and the company itself shows NO customer qualities and it proves that with all these overseas workers !

It also proves that with the way it abuses the rights of the British people and the vunerable.

I would avoid guys as shell & octopus have no care in the world.

Well I will say @octopus you have certainly shown your true colours here !

Hello.. The person ho did help me with my bills issue and other issues however aden ho deos working as shellenergy customer service his the one ho did take care of my problem and he did help me very good plus his friendly and caring person..excellent person you are ...however big thank you to you and i wish you all the best and successful in your life amine..

Pathetic service.