Posts under ‘Ofcom’

THE SUNDAY TIMES

‘Get a grip’ Shell told, as it racks up the most broadband complaints (again)

Extracts from an article by Ellie McDonald published on Sunday 29 Jan 2023 (Page 15)

Shell Energy has been told to “get a grip” after a surge in broadband and landline complaints.

The telecoms regulator Ofcom also said it was monitoring the firm’s performance because its complaints volume remains far higher than its rivals.

Shell Energy, which started providing broadband in 2016, had 27 complaints per 100,000 broadband customers between July and September 2022 and 20 complaints per 100,000 landline customers. It was also the worst in the previous three months, when it received 31 and 23 complaints per 100,000 customers respectively.

Shell Energy Broadband said: “Ofcom’s table reflects our position up to six months ago. Since then we have invested heavily and made big strides in our processes.

We’re confident that these will be reflected when Ofcom releases its results for the current period.” read more

This is MONEY.co.uk

Shell Energy sees complaints about broadband and landlines soar, new Ofcom rankings show

• Shell Energy received the most complaints from its broadband customers

• Around two-fifths of complaints included faulty services and complaint handling

By EMILIA SHOVELIN FOR THIS IS MONEY

PUBLISHED: 14:43, 13 July 2022 | UPDATED: 14:43, 13 July 2022

Households thinking of moving broadband and landline services to Shell Energy may want to think twice after complaints about it soared in the first three months of the year.

It received twice as many complaints than the industry average for its broadband services, according to Ofcom – and more than three times’ as many for its landline offering.

Overall, complaints sent to the industry regulator stayed broadly the same as the last three months of 2021, its data shows. read more

Daily Record

Shell Energy under investigation for not informing broadband customers their contract was ending

The energy company alerted Ofcom to problems in how it communicated with customers last week.

Shell Energy is being investigated by the communications regulator for not telling customers that their broadband contracts were coming to an end.

Ofcom opened an investigation into whether the energy giant complied with its rules on communications with customers on Friday after Shell Energy contacted them about potential problems. read more

Ofcom investigates whether Shell Energy failed to tell customers about better deals

29 April 2022: Ofcom has opened an investigation into whether Shell Energy has complied with our rules to issue end-of-contract and annual best tariff notifications to its broadband and landline customers.

On 15 February 2020, we introduced rules that require broadband, mobile, home phone and pay-TV companies to warn their customers when their minimum contract period is coming to an end, and what they could save by signing up to a new deal. They must also remind any customers who remain out of contract about their best deals every year. read more