Shell is told by regulator to “get grip” on the broadband arm

The UK’s most popular complaint about Shell’s broadband service is its telecom regulator Ofcom. Ofcom told Shell to ‘get a grip’ on its offshoot.

BT and Virgin Mobile received the most complaints about pay monthly mobile, while Virgin Media’s paid-TV service occupied the top spot.

Ofcom stated that Shell complaints were primarily about problem handling and fault handling. However, the regulator only has access to data sent directly to service suppliers.

The regulator stated that it would closely monitor Shell’s future performance.

“As always, if we have specific concerns about how our rules are being applied, we will examine whether formal action is necessary.”

Shell Energy Broadband responded: “We always try to learn from any instance where a customer feels letdown.

“Ofcom’s table shows our position up until six months ago. Since then, we have made significant investments and made great strides in customer service and complaints processes.”