Shell Energy for Home Customers 

Just awful in every aspect

Absolute amazing got things sorted out straight away and didnt get messed about very helpfull and would recomend a praise for her job

Great customer service!!!

Lot's of fake reviews with positive feedback on here. They are atrocious with in taking this contract they added an extra two years on an 18 month contract. They started charging more than agreed on contract and claime I am getting super fast fibre. Most of the time the signal is no existing and I still get charged. I think everyone should see about a lawsuit against this greedy corporation. Because they were utiliter, shell and now octopus. I Don't know abut anyone else but I believe they should offer a discount or an end to contract if they have been taken over. They are braking the law and abusing consumer rights. Don't let this company take advantage or steal from you.

I had an issue with my router it kept dropping out , I spoke with a lady sumeja z and she couldn't of been more helpful and sent me a new router out the next day. Thank you

The customer service person I spoke to first off, is very polite, and understanding of what I was talking about. Very helpful and finding out what the issue is, and helping to resolve it.

Robin sorted the problem quickly and clearly followed with an email for what will be done. I did not give 5 stars because I was on hold before a call handler picked up my call.

Demi was most helpful, professional, kind, sympathetic and explained everything clearly and concise. She added/forwarded me to helpful sites and nothing was too much trouble and did not rush me.

What can i say about the customer services of Shell Broadband (now Octopus) - lets say the customer services are not great.
We originally were with the Post Office and have never had any problems whatsoever over the last 20 years. Shell took over post office and recently we have had a number of broadband drop outs. They did replace the router but we are still having dropouts which when you are working this is not great. We have been told that it is our problem to deal with the front plate on the BT Socket as the master socket is working ok - quite frankly when you pay for a service you expect the supplier to sort the problem out but infact. Shell/Octopus are passing the buck - We are so angry with the customer service and will not be renewing the service once our contract has finished.

The adviser was extremely helpful and polite

I would like to express my thanks to Lejla F who I spoke to on 23rd April for being so helpful with my problem trying to log into my account. She was so polite and patient and did all she could to sort the problem out for me. Also Delmin rang me on 24th April and talked me through a couple of things and it has worked. I have nothing but praise for them and they are a credit to your company, I wish all companies employed staff like Lejla and Delmin so thank you.

liya kanzi, was excellent

she solved my problem, a bill enquiry

she knew what she was talking about

she was very amiable and nice

i hope she answers my call if i need help/advice again in the future

10/10

thank you

david

Aiden was really kind, helpful, patient, polite and professional.

It's been nearly a week since my broadband was supposed to be activated and I'm still waiting. I made a terrible error choosing to switch to Shell and I'll be switching away the moment this dreadful experience is over. Horrible company to deal with, foreign call centre just repeat a script over and over and they literally provide nothing whatsoever in terms of service or product. Never again.

I’ve been with Shell over 18 months , in fact just signed for a further 18 months. I’ve never had a problem with service, accounting, speed. However today for some reason my iPad wouldn’t connect to broadband. I tried several things but couldn’t get it up and running. I eventually found a number and was put through to Aida T. She was so helpful, offering various suggestions to help find the fault. She was so understanding of my predicament, I live alone and was trying to unplug wires, hold my mobile….. very difficult. But still Aida was patient, understanding speaking very concisely and reassuring we would find a solution. After around 15 mins broadband connecting, new pass word and been problem free for 5 hours.
Thank you Aida for all your help many customers must feel very grateful they have dealt with you today.
Recommend Shell for great customer service.

Excellent service! It was pleasure to speak with Robin! She totally understood my issue and took a quick action to sort that out. Pleased with the outcome today.

I spoke with Ahmed.O today, he was extremely helpful and resolved my issue.

Thank you so much Ahmed.

Brilliant.

The problem was resolved without any hesitation what so ever . Adem S was very helpful indeed, he telephoned me back exactly when he said he would. Adem sorted the issue very professionally & swiftly.
Thank you Adem you are a ⭐️.

Opted to switch to fiber broadband with shell. Order made end of March for install 10th April. They were good at the start keeping informed of delays etc. On 9th April even though BT had been and done the connection on the outside of the house I was informed would be a further delay as needed a different visit to install inside. This delay was until 21st June!!! Offered me £120 for delay as credit note but could not credit it as no account yet active. An appointment became available due to someone else cancelling for 24th April which I accepted and confirmed, shell could not find details of this even though I had it confirmed via text message. They were not able to send me router in time meaning appointment would be missed and reverted to 21st June. Opted just to cancel after spending 30mins on phone being passed all over the shop. Oh and they kept emailing me as John although I pointed out several times that was not my name.