![]() ![]() Necessary cookies are absolutely essential for the website to function properly. “Whoever takes the reins needs to roll up their sleeves to ensure customers are given fair treatment and a satisfactory broadband service.” The fate of its broadband arm, which has often scored poorly for customer service complaints, remains uncertain. “It also comes at a time of big change for the provider’s parent company, Shell Energy, which was bought by Octopus earlier this year. “Any provider not putting this safety net in place is showing a disregard for consumers, and the fact that well over one in ten of Shell Energy’s customers were affected, shows how severe this rules breach was. ![]() “Ofcom introduced end-of-contract notifications three years ago as a way to help the millions of consumers who end up overpaying for their broadband. “This hefty fine for Shell Energy is a wake-up call for all providers thinking they can just switch off once they’ve signed up new customers. This sends a message to the whole industry that we won’t hesitate to step in on behalf of customers if they don’t play by the book.”Īdds Alex Tofts, broadband expert at Broadband Genie: “Shell Energy’s failings represent a serious breach of our consumer protection rules and they must now pay the price. ![]()
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