Failures by Shell Broadband TO PROVIDE THE SERVICE PAID FOR
18th October 2022 Ofcom stated Shell Energy continued to generate the most broadband and landline complaints per 100,000 customers, with these increasing notably since last quarter. Customer complaints were primarily due to complaints handling. Sky attracted the fewest broadband and landline complaints
Recent Investigations into Shell Energy
1). Shell has been fined more than £500,000 for overcharging thousands of customers on pre-payment meters since the energy price cap was introduced in 2019.
The oil giant's home energy supplier failed to implement rate changes to meters due to "operational errors".
Ofgem said: "Overcharging by suppliers can cause additional and unnecessary stress and worry at what is already a very challenging time for consumers."
Shell will repay £106,000 to customers as part of the fine and will also need to pay £30,970 in goodwill payments to affected customers and £400,000 to Ofgem’s consumer redress fund.
How loathsome by Shell Energy
2). Ofcom Statement regarding investigation into Shell Energy Broadband. What an appalling organisation Shell Energy is.
The information provided by Shell Energy indicates that it did not send these notifications to some customers for a period of time beginning in February 2021. It also indicates that some interim letters sent before a full solution was put in place may not have contained all of the required information. As such, the investigation will also examine whether Shell Energy has failed to comply with its obligations under GCs C1.24 and C1.33 (formerly C1.11 and C1.18) which set out (respectively) what information should be included in ECNs and ABTNs.
The regular plans to complete the evidence gathering phase by the end of Summer 2022, and it will probably then take a bit longer before they reach the final conclusion (this could run into 2023). Depending upon the scale of the problem, if Ofcom finds against Shell Energy then it could hit them with a significant fine and or require that the provider make key process / system changes.
We’ve had an extra comment from Ofcom.
Ofcom Spokesperson:
“These notifications play a vital role in helping people save money. More than a million broadband customers have secured a better deal since their introduction, but millions more are still out of contract and paying more than they need to. We’re investigating whether Shell Energy is meeting its obligations to send customers these important alerts.”
The regulator’s End-of-Contract Notifications (ECN) system – as introduced in February 2020 – requires all fixed broadband, mobile, home phone and pay TV providers to issue such notifications to existing subscribers at the end of their term (sent by text, email or letter). The move was intended to help tackle the so-called “loyalty penalty” by keeping customers informed about the best deals and encouraging switching.
However, information provided to Ofcom by Shell Energy itself indicates that it “did not send these notifications to some customers for a period of time starting in February 2021“, while other customer letters may not have contained all of the required information.
The move comes only a day after Shell Energy was shamed by Ofcom’s latest quarterly study of consumer broadband complaints . As part of that, Shell Energy was found to have generated the highest volume of fixed broadband complaints, with the main complaint drivers being related to faults, service and provisioning issues.
Ofcom’s Statement
Following consideration of information provided by Shell Energy, Ofcom has decided to open an investigation into Shell Energy’s compliance with its obligations to send end-of-contract notifications (ECNs) and annual best tariff notifications (ABTNs) as required by General Conditions (GCs) C1.23 and C1.32 (formerly C1.10 and C1.17) respectively.
3). Shell racks up the most complaints, while EE generates the fewest. We look at how the major broadband firms compare in the latest Ofcom complaints tables.
Updated on 13 July 2022
Shell Energy has racked up the most official broadband customer complaints for the third consecutive quarter, latest figures from Ofcom have revealed.
The most common gripe about Shell related to service issues (40%), complaints handling (30%) and billing issues (23%).
What an Appalling reputation Shell Energy has acquired as the WORST Broadband Provider.
Beware of the Consequences of Dealing with Shell Broadband
As a Customer you will be subjected to horrendous Customer Service which Shell Broadband will Neither apologise For or Compensate Yourself For as a Paying Customer.
You will be supplied with an Inferior Router resulting in the Loss of the Service on a frequent basis coupled with Slow Speeds for over a TEN Month Period which Shell Broadband will NOT Compensate Yourself For as a Paying Customer.
You will be subjected to further Loss of the Broadband Service coupled with Slow Speeds spanning over a THREE Month Period which once more Shell Broadband will Refuse to Compensate Yourself For as a Paying Customer.
Shell Broadband will Fail to implement an Agreement on the Agreed Date with Yourself and will therefore be in Breach of Contract. However Shell Broadband will then attempt to force Yourself to leave the Service Early in order that Shell Broadband can attempt to impose horrendous Terminations Fees.
Extracts of Emails received from Shell Broadband with No Authors Name on the Document how appalling.
Extract ONE
This decision is final ( No Compensation will be Paid), if you leave within your contract term then early termination fees will apply.
Extract TWO
If you would now like to cancel your contract with us Early Termination Charges will apply as you are in contract with us. If you would like to cancel we require 30 days notice for this.
Shell Broadband are an extremely aggressive Business to deal with potential Customers PLEASE beware.
I have posted Reviews on Google and Broadband.co.uk on this Atrocious Company. Potential Customers Please Read these Copious Appalling Reviews from Dissatisfied Customers regarding Shell Energy.
Failure by Shell Broadband to provide the Service PAID for on Three Separate Occasions Spanning over Eighteen Months
From January 2020 to September 2022 the broadband package failed on a daily basis with copious breaks in the service throughout this period from Shell Broadband.
Eventually after Ten Months Shell Broadband issued a New Type Router which helped but did not resolve the position. Why did I not receive this Router in January 2020 when the package started?
I stated I required compensation for this Loss of Service But none was forthcoming from Shell Broadband. WHY
From May 2021 to August 2021 again there were numerous instances where the Broadband Failed on a Daily Basis.
No compensation has been provided by Shell Broadband for this Loss of Service either. WHY
Agreement starting on 23rd September was NOT implemented by Shell Broadband WHY
Shell Broadband are now in Breach of the Agreement with Myself for the THIRD Time. WHY
When I contacted Shell Broadband on 26th October via the website for the FIRST TIME I was asked for My Name, First Line of My Address, Post Code and My Account Number Not My Email Address.
Shell Broadband then accessed MY ACCOUNT using the information I provided.
After some time Shell Broadband then asked was I still there to which I immediately replied YES
I was then disconnected by Shell Broadband WHY - What appalling service not fit for purpose.
I then contacted Shell Broadband on 26th October by the website for the SECOND TIME
I provided exactly the same information for the SECOND TIME as the FIRST TIME.
My Name, First Line of My Address, Post Code and My Account Number.
Shell Broadband then refused on several occasions to action My request for assistance WHY - what appalling service not fit for purpose.
No consistency whatsoever by poorly trained Staff during the communications that took place on 26th October.
Shell Broadband have offered a Service that is NOT fit for Purpose on THREE occasions spanning over Several Months - how Abysmal.
Shell Broadband are refusing to Compensate for their Appalling Customer Service and Treat their paying Customers with Sheer Contempt.
I was combating a number of offensive and aggressive Emails from Shell Broadband Staff sent without the Names of the Author how Atrocious. Pure Cowardice on their Part. This is what You can except as a Customer from Shell Broadband beware.
Potential Customers Beware Shell Energy are now threatening to terminate My Service Stay Well Clear of Shell Energy at All Costs.
Read over 500 Reviews on Shell Broadband featured on Broadband.co.uk and over 600 on Google.
General Issues
Poor Broadband Speeds
Frequent Loss of Connection
Very Poor Customer Service
Horrendous Early Cancellation Fees
Charged for the Router when it had been returned
Advice from Previous Customers Stay Well Clear of Shell Broadband
Shell Energy Named in the Worst Broadband Provider by Ofcom
According to Ofcom Shell Energy Broadband and TalkTalk were the most complained about broadband providers. Most of these complaints related to faults and service issues.
I have been BLOCKED by Shell Energy from their Home Twitter Page for advising Customers on the Appalling Service provided by Shell Broadband. This information MUST be kept in the Public Domain to warn other potential Customers.