Shell Energy for Home Customers 

I moved into my new home 29th January 24 I contact octopus of the move which was transferred over on moving day. Shell charged me over £570 in almost 5 WEEKS. I was told today only in March was it tranfered over to octopus so that's 5 months i been with octopus and only been charged £240. Why are you clearly over charging shell energy I'm not paying you a penny. Oh now being told I have to pay the 570+ as they sent it over to octopus when it was tranfered over in March. No wonder you went bust clearly scamming people out of money.

The connection is completely unstable, you can't stream anything without significant buffering, you can't work effectively because the internet will drop every 30 seconds. Called and spoke to Shell, they sympathised but didn't fix the issue. I don't know what they're using to transmit signal but a wet piece of string could do a better job. Avoid at all costs

My broadband and home phone went live with this company last Thursday- all through Friday/sat I was bombarded with recorded spam calls every 2 hours the latest being at 2.30 this morning! When I called and eventually got through the person I spoke to did not care the only thing I was offered was to change my number - to block the call would cost extra per month!!! On investigation I have found that octopus who own shell have sold their phone broadband to talk talk and surprise surprise this I'd the company linked to the number of my spam calls. The customer service is non existent and I have transferred to another provider. My personal opinion from my experience is avoid, avoid, avoid.

Not happy with shell energy
I rang up and the lady I spoken too was rude terminated the call so she made me ring back and they explained the account has been cancelled and there no longer my provider anymore am livid

Customer service experience here went very wrong and no one was willing to help out. They are cheap but that's for a reason. They are currently in the process of being sold which may explain their lack of care or knowledge at the minute. Had to take them to the Ombudsman where they still proceed to try to call me and waste my time. The wifi service was also very weak and hardly worked the whole time I had it. Dealing with them has been a nightmare and they have been wholly unhelpful. Although, in their defence, they did issue me the shortest apology letter I have seen in my life which consisted of two sentences.
They have ruined two months of my life. I will be going back to BT who's customer service has been unparalleled last time I was with them. I left them to try Shell due to the price but turns out you get what you pay for. I have also heard Talk Talk are good and don't break the bank. Save yourself the trouble and go to a different wifi provider. You will thank me.
I expect them to also send a cheeky response to this complaint so, you can see for yourself.

Friday afternoon, reported no Internet. After a while, call was answered. The wonderful Nikolina from Bosnia was empathetic to the situation and strove to get it sorted.
She discovered that the issue lay with the main BT exchange in my area.
I didn't hold out much hope of getting reconnected until the following week, but to my surprise, Sunday AM, we were back up and running.
Thoroughly recommend Shell/Octopus.

VOW, and Thanks for your last support, so far.

2nd review. No idea why I went with this company a second time. Maybe I thought they have improved their service. I was very wrong. Customer service is the worst I have ever experienced, even worse than last time. I've been lied to, promised compensation then to have it snached from me last minute. Didn't have access to Internet for the first 3 week but was charged for it. 4 out 5 of customer service team couldn't speak good English so found it hard to understand them.

My consultant was very polite and friendly, she offered me great service. This process was fast and efficient and I am happy with the outcome.

It is very rare these days to come across someone who actually care about customer experience. The gentleman (Tristan) that I have just spoken too was fabulous. Very clear and concise. Also, very knowledgeable. I was pleasantly surprised with his positive attitude and empathetic nature. Brilliant.

So disappointed with Shell Energy. Took our broadband with them in January but they sold out to TalkTalk who are unhelpful and unprofessional. We were told we could not break this 18 month contract even though TalkTalk is the last company on earth we would have chosen as a provider. So all the price comparisons and customer care ratings we checked out were a total waste of time. Shell are still offering deals which is very misleading as the business will simply be passed on to TalkTalk!!

I would give them 0 stars if I could. I pay each month for terrible, slow, patchy bad internet. I can barely get any work done at home because of it. Their customer service is dismal, and they blame the customer for slow internet even though they are the company providing the broadband. DO NOT SIGN UP WITH SHELL - it is simply not worth it. Spend more money elsewhere. I cannot stress this enough. I didn't even know I had signed up for an 18 month contract as over the phone they said it was just 12 months. They do not make it easy to leave at all.

Tried moving to Shell, but you can't choose a start date. So I have to wait until my sky contract ends, then apply, then put up with the inevitable delay in switching. This isn't good enough!!!!

BE VERY AWARE if you use this company they will change your landline number. I have found them to be very unhelpful about this subject.

Old woman who serves at never denton on route to Carlisle is very rude to customers! Spoke to me like a piece of **** and I only asked a simple question of what hot food was available. Luckily get work colleague came over and was very polite.

Why does this company answer the phone and sit in silence until you hang up?
Honestly pathetic!

At the moment I am on the old copper wire for broadband. My neighbours are on fibre with much higher speeds. Openreach the ever elusive and unhelpful Company tell me that I can get UFFB up to speeds of 1800Mbps on their website.

Shell tell me that faster broadband is not available for this property but when I spoke to Zen, they said it was unusual that my neighbours can get fast broadband and suggested I ask Shell to follow an ordibot process as it appears the incompetent Open reach has made a mistake on their database.

I need someone at Shell to deal with this that has been trained properly as the situation is totally unacceptable and highly frustrating!

Zaynah’s empathetic approach to my complaint and confidence in dealing with a complex issue is exemplary. The agent’s excellent communication skills and attention to detail and ability to resolve the issue diligently and in a timely fashion exceeded my expectations. It was a delight speaking to Zaynah.

I have Shell energy broadband. Taken over by octopus and talk talk broadband. Since the take over, the signal is very poor. Rang to speak to customer service, no answer. Caller 2 for over 40mins, then cut off. Rang back, still caller 2. Used the call back service…no one rang back.
I renewed my contract and then the take over happened. Now stuck in 18 month contract with no help or support