Shell Energy for Home Customers 

i found aiden to be very helpful and polite cannot fault him

Kenan was incredibly helpful in getting two separate matters resolved for me today. He was professional, pleasant, and eager to be of service. It was so nice working with someone who was clearly enthusiastic about his job.

I RANG SHELL ON APRIL 30 I HAD NO INTERNET I HAD A CONVERSATION WITH KENAN H HE WAS SURE HE CUD GET ME BACK ON LINE OVER THE PHONE IS CONPUTER KNOWLEDGE WAS AMAZING HE HAD A NEVER GIVEUP ATTITUDE AND HE NEVER DID GIVE UP HE GOT ME BACK ONLINE HE WAS A VERY PROFESSIONAL FIVE STAR DIMOND THANKS A LOT FOR THE HELP SO KENAN H KEEP ON NEVER GIVING UP

Aida T. was brilliant, went above and beyond to find a solution to future issues. Great customer service.

The advisor was exceptionally helpful and resolved my issue. Call answered quickly too.

Sadia ,was brilliant on phone,happy with everything Sadia did for me

Good experience with Aida. Problem was solved in no time. Very kind and wellspoken.

I found Alan to be very explicit in having me understand the technology of the installation of my broadband. As an older person, I do have a problem in understanding the jargon, etc.
Alan was very patient, polite and friendly. He was very reassuring. Thanks Alan

Customer service is amazing, spoke with Robin who had called in regards my complaint, she was very professional and showed empathy. Thank you Robin

I called the bereavement team as my father had passed away and spoke to Athena who was excellent gave the time to talk very good thanks

Absolutely shocking customer service.!!
Called about a line current fault for my 92 year old mum who has dementia and sight/hearing issues.
After security they promised me that the fault would be fixed in 24/48 hours.
4 days later and still not fixed!
Called daily to see if fault was fixed and was told it’s with engineers. (3 calls).
On calling this morning I was told that I wasn’t a named person on the account and that they were not able to help???
If that’s the case then how did I get through the initial call?
No manager to speak to either!
What a total shambles of a company!
I’m going to get mum to move to a company where they actually care about their customers.
Thanks She’ll energy for your help (Not)!

Very bad service i didn’t have internet it’s been more than 3 and half months just yesterday my internet has been fixed but unfortunately i been suffering and struggling it’s more than a year every time I called or email and waiting so long and then we call people are not supportive I have internet issues and they sent me bill why I have to pay bill if i didn’t have internet properly and after 3 and half months I paid so much money to another subscriber for internet and they should’ve give me proper compensation but they didn’t what a shame I m very disappointed and upset one lady sent me £10 credits another lady sent me £30 but she have to pay £95 altogether I asked them they didn’t help me i never even not recommend this shell energy anymore I m so disappointed and frustrated no one is not helping me

Emma was brilliant and helpful. 5 stars

A very pleasant, patient and attentive approach in dealing with my broadband problem.

Ajla was very sufficient and helpful over the phone and sorted out the issue with our billing straight away.

November 2023 i joined with Shell broadband i constantly been calling them for updates they would keep sending messages confirming when someone would come to do the work they would set a date on the day they would cancel this has been going on for 6 months 3 weeks ago they put the router on and said it should take 3 weeks for the outside work to be done giving me some hope 🙃 today i received email saying they have cancelled my order i've been saying to them for last 6 months I'm thinking of cancelling and going elsewhere i was always advised not to as another supplier will take up to 6 months also today i made a complaint and i received email saying complaint has been closed i will not stop here they lead people on this is not the last they hear from me

Everything is explained to me so clearly and the assistant was so polite and helpful.

Had a lovely customer service experience with Ayja, she was very helpful with my query

Today I had a very good costumer support. He was helpful and respectful, very professional. He tried to resolve my issue giving me support and checking my internet connection. He also gave me ideas on how can I improve my WiFi signal. Thank you!

After having dropout issues with Vodafone broadband decided to switch to Shell Energy broadband.My mum who has now passed away had an account with Shell Energy that I set up for her as she was blind and 90 years old with my email address. This is where problems occurred as when I logged in I was getting 'Hello Margaret , my mother's name which Shell just couldn't fix. In addition, I was still getting the dropouts everyday which Shell couldn't fix. Eventually as they couldn't fix they let me out of the contract with zero fees and a bit of compo. Guess what though, they didn't stop the early redemption fees and I had £255 out of my account leaving me nearly overdrawn! Then they told me it could take up to 10 days to get it paid back in. They also said there was nothing left to pay so I could cancel the direct debit which I did to stop them taking any more money. I then receive another bill! They ended up take the final bill from the £255. Not very happy. I'm now with Onestream and not had any problems, no drop outs and account set up correctly!