A very very long time ago (2013?) I had Be broadband. They understood how it worked, they were great. Then Sky bought them and I was not going to go there, so I changed to id.net who were my company ADSL supplier. To reduce cost a little I had the option of buying the line from the PostOffice.
So far so good.
Then the PostOffice sold their phone line and internet business to Shell Energy and one day the line went dark.
I called id.net and they picked up the phone after a few rings and looked. Looked again. And reported that there was no ADSL circuit on my line anymore. My best bet was to call the line supplier.
I called Shell Energy. And waited. And waited. And waited. About 30-45 minutes (I was not counting) I threw the phone down (metaphorically – modern phones are not nearly as satisfying as the old clunky landline phones). I called id.net (two rings, and an answer) and instructed them to just set up a new line, get it sorted.
On 2 November 2022 I wrote to Shell Energy that I request that they cancel my service (what service) immediately as they had clearly breached their contract with me, and furthermore were not available to speak to. I also suggested we close this off with “closed wallets” and I never wanted to hear from them again.
Much to my surprise I got another bill. I responded with another letter on the 23rd of November demanding an apology, a proposed settlement and an end to demands of payment.
In the mean time I had had a twitter conversation with “Matty” from Shell Energy who assured me it was all good and the account was closed.
Just in case you think I sat on my laurels, I did finally speak to a Shell Energy representative who was incoherent, mumbling and sounded like she was at the business end of a bottle or two of sherry or a few good spliffs. She did pass me on to a lady who listened and with a matron like manner, which I did welcome very much, said “this is not right” and actually sorted it (almost) all out.
I did receive another bill, but for a much lower amount and my final letter basically repeated my previous: apologise, offer me a settlement, never contact me again. I heard nothing after this which suits me fine.
In retrospect, this bothers me greatly. A company the size of Shell taking over a relatively simple Broadband or Energy business should go in guns blazing, with absolutely no problem whatsoever, yet they manage to turn it into a bumbling mess with callcenter staff who are clearly on drugs, non-response to letters and not understanding the technology they are selling. Someone who has to make ends meet and is less assertive would have yielded under the tyranny of this type of corporate indifference and Shell should be ashamed of themselves.
As a shareholder I know this project is but a drop in the ocean, but it still begs the question: Why go there?
I’d love the apology I asked for but will never get, but more so I would really want to know what the strategy behind this has been and hopefully is no more.
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