1,452 Customer Reviews over 37 pages
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2022-11-18
- Location
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- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2022-11-18
- Comments
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INEPT is all I can say about this shoddy company- turned my 86 year old mothers phone off since 10/11/22 still today no service - she has pay as you go mobile has used all her credit trying to call them. I have been on hold for over an hour being passed from one imbosile to anothe TOTAL DISGUSTING CON MERCHANTS _ ROBBING ELDERLY PEOPLE- SHOULD NOT BE N BUSINESS - SHAME ON ALL OF YOU USLESS IDIOTS!!!!!
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2022-11-17
- Comments
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Tried to sign up online but had an error saying my phone number wasn’t recognised with my address so called to sign up. Thank goodness i did as their customer service is just appalling. Rude and bored sounding person on the other end who tried to tell me I didn’t need a landline then when I said I did told me about a much more expensive product and said that was all I could have. I asked her to clarify and she told me I couldn’t have any package and hung up!! Honestly dreadful. Avoid avoid avoid.
- Location
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- Location
- romford
- Reviewing
- Shell Energy
- Date
- 2022-11-17
- Comments
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this has got to be the worst company i have ever had the misfortune to get involved with i suggest if anybody from shell ring you hang up i have spent months of phone call sorting out a bill that I don't have DONOT TALK TO THEM AT ALL
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-16
- Comments
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This company is shocking! i was a post office customer and was moved to shell energy. I have had problems from the get go with the broadband and payments, i've wrongly had a block put on my wifi every month, customer service could not give me a reason to why regardless to the bill being paid. They also charge you £65.00 to spend someone to look at the wires outside, I would avoid this company at all cost they don’t even provide you with broadband.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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I thought I would change full fibre provider to shell energy broadband as they were cheaper.
What a complete nightmare!
I created an account, sorted out the direct debit details and received all the normal type of confirmations online which one would expect.
I waited for the go live date and activation code which never arrived, the live chat on the shell website always seemed to be unavailable, no emails were responded to so I contacted them by phone.
The first customer representative on the phone didn’t seem helpful and told me to wait another 24hrs before contacting them again, which I did.
The second time I contacted them, the representative was very helpful but unfortunately this is when I was told that my broadband with them wasn’t going to happen because my current provider BT had seized the line! whatever that means.
I contacted BT about this Seizure and they said shell energy had left the change over to late to happen and that in 24hrs my broadband will be cancelled by BT
So I will have no broadband for several days until a provider can provide the router and new contract.
So much for an easy seamless change of providers.
Feel free to draw your own conclusions from my nightmare experience.
- Location
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- Location
- Stansted
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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Poor service and even worse customer service. Keep insisting to send the router back even though we returned it. Regrettably we didn’t have proof of postage so paid the 35 pounds they were asking, only to still be harassed by emails for further payment! We are currently still being harassed by them, and will be possibly seeking legal advice regarding their continued emails asking for payment. Customer service is unable to answer the questions or resolve any problems, and in general are quite rude. I have since changed to another budget broadband provider, which is albeit 5 pounds a month more expensive, but worth every penny to not have to deal with a company that employs bullying tactics.
- Location
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- Location
- dunfermline
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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appalling service if your looking for broadband DO NOT GO WITH SHELL,look elsewhere,shocking customer service,broadband signal is terrible constantly disconnects,speed is nowhere near what it is supposed to be,constantly disconnects worst broadband service i have ever had
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Location
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- Location
- Ashford. Kent
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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Diabolical in every respect.They tried to tell they hadn't received my router 2 months after it was returned with a proof of post office receipt. I was in credit when I left Shell for a better service but I again had to ring Shell as they were going to deduct the £35.00 from my credit cheque then whilst on the phone an adviser wavered the £35.00 as they had received the router.
This morning they did the same to my Mum leaving her so distraught saying they hadn't received her router from when she returned it at the back end of August. She rang about a credit cheque and they said it would be upto 10 days after her initial call on 19th October which today 14th November she still hasn't received it.I rang on my Mum's behalf and again they waivered the £35.00 for the router and her credit cheque will be with her within 10 to 12 days. They wanted my Mum to send the proof of posting receipt for the router because her word wasn't good enough She's 81 years old why would she tell them she'd returned the router if she hadn't.
Rude advisers without any compassion.
Honestly they should never of taken over the Post Office homophone and broadband. Shell are not fit for purpose. Avoid at all costs.
So pleased my Mum and I now get our homophones and Broadband from a much better company.
Shell Go Do One.
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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Wished I'd never changed, slow , keeps dropping out customer service is non existent.their service not only effects my streaming etc but also security cameras etc
- Location
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- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Location
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- Location
- Bury st edmunds, suffolk
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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My internet connection was absolutely appalling, it kept disconnecting from the internet to the point that after *many* phonecalls to Shell they sent out an engineer.
The best he could do was to make a second frequency available to connect to and that kept dropping off too!
Do *not* go with shell if you want a good internet connection!
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-11-13
- Comments
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Terrible service, always on hold, lack of support.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-13
- Location
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- Location
- Hereford
- Reviewing
- Shell Energy
- Date
- 2022-11-12
- Comments
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Service drops out all the time. No customer service,almost impossible to make contact...then no help.it was fine with Post Office.
- Location
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- Location
- GRIMSBY
- Reviewing
- Shell Energy
- Date
- 2022-11-12
- Comments
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My broadband account with the P.O was changed over Shell energy,the contract expired end of July 2022. Icould not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router.I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2022-11-10
- Comments
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My broadband was transferred from the Post Office to Shell and I can only describe this company as not fit for purpose.
Due to the area where I live I can only have the standard package, which was fine when I was with the PO, but not now.
The download speed over the last month has averaged at just under 6mbps and the upload 3.5mbps
I cannot watch catch up on the tv without constant buffering, during work meetings I have to turn off my camera, or drop out altogether.
I have spent hours trying to get to speak to them on the phone, but no luck, the online chat is not working more often than not.
The whole experience is very frustrating. I wouldn’t recommend Shell as a broadband provider to anyone.
- Location
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- Location
- Torquay, Devon
- Reviewing
- Shell Energy
- Date
- 2022-11-10
- Comments
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Useless. I am still being sent arrears statements when 3 months credit agreed for customer retention sb
Scheme. Take at least 45 mins to talk to anyone on phone.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Comments
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Do NOT go with Shell. I have a small 2 bed flat and the wifi reaches 1 room, and disconnects with every device (and TV) that should be connected on a daily basis. I am now spending every day reconnecting things, resetting the router etc and I can no longer work from home. They also have terrible customer service and wouldn’t allow us to cancel despite the internet literally not working?
Our previous provider was Vodafone and we had no issues whatsoever.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Comments
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Worst internet. Takes at least half an hour to talk to anyone. Had BT come out twice and charged both times for their issue even after I was told I wouldn't be charged for the second call out. Charging me £35 for the rooter and ignored my cancellation requestion from October. The whole service is shocking and no thought about their customers. Their online chat service has been offline for months.
- Location
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- Location
- Eastbourne
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Comments
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The work service I have ever had in my life. I was sent a broadband that didn’t work. I phoned Shell and informed them . I then sent the broadband back and for the last 7 months they’ve been harassing me saying I owe them £350 for a service I never used and a service I sent back. It is now starting to affect my mental. I can’t handle the threats anymore, I have called them to try and resolve the matter but nothing seems to be getting down about it. I would not recommend this company at all. My life has been a living hell
- Location
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- Location
- County durham
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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45 mins on hold, to be told by an agent to turn off my modem for 30 mins. Really, so you can cut the call off? It didn’t work and in the evening, after returning from work another 45 mins call which didn’t get answered. Btw the agents work 1 day a week in the office. That sums it up, checked out! Still living in 2020. The broadband was pretty reliable, until it wasn’t. I know Shell doesn’t have a great reputation but why would they sully even that.
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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This is what happens when you leave Shell.
Broadband contract expired 7 Aug. Confirmed by Shell email 8 Aug.
Further £22.99 taken 31 Aug. When queried told would get refund within 10 days. Did not happen.
16 Sept received final bill with credit balance of £21.94, payable 4 Oct. Told would get refund within 10 days. Did not happen.
13 Oct told refund had not been made because I had not asked for it but I would receive it within 10 days. Did not happen.
25 Oct told refund had not been made because the account had not been closed but I would receive it within 10 working days. Did not happen.
2 Nov told that a manager had approved the payment 2 days earlier and it was cleared for paying.
8 Nov still not received.
I feel that the identical 10 days promises by different employees suggest a company policy not to pay overcharges. Different employees all used different reasons for non-payment. Other comments on Internet review sites indicate similar actions are standard. Twice I asked to speak to a manager but was told that this was not permitted.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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Terrible service. Slow internet. Impossible to contact support, very difficult to cancel (even out of contract). Avoid.
- Location
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- Location
- Stourbridge
- Reviewing
- Shell Energy
- Date
- 2022-11-07
- Comments
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How on earth this outfit calls itself a utility company is beyond me. Honestly I could write a book! Incompetent doesn't come close. I would advise everyone to keep well clear of these idiots
- Location
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- Location
- chichester
- Reviewing
- Shell Energy
- Date
- 2022-11-05
- Comments
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i was taken over from post office who were very good-shell customer service does not exist,it takes aweek for them to reply to a email,there bill management is incompetent and VERY aggresive-ime changing providers asap
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2022-11-04
- Comments
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Changed to new contract supposed to be 19/10/22 did not have any Internet for 2weeks kept ringing 1hiur wait till anyone answered. Said line could be faulty. Openreach would come and check heard nothing after taking time of. Needed Internet since husband connected to hospital. Kept phoning then they said it was router. Sent router out still didn't work. Phoned again said they had sent wrong router and would put in a complaint and some would phone 31/10/2022 guess what no one rang. So waited again router said they would send it by dpd since urgent came by post. Rang again said someone was phoning 2/11/2022 still no one did. So rang again 3/11/2022. Asked to speak to a manager got told they can't put you through policy. So he spoke to him said he couldn't ring for 48 hours since he was busy. Asked if he worked Saturday said no so how can he ring. Chap I got was working from home could hear cat in background I asked him if he was and he said yes. Still waiting. Do not go with this company. I was transfered from post office
- Location
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- Location
- Lincoln
- Reviewing
- Shell Energy
- Date
- 2022-11-04
- Comments
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A bunch of inept, incompetent crooks. Six weeks so far of internet dropping out over 50 times per day. This is despite two engineers coming out and 11 phone calls. Heaven knows how much time has been wasted here. Finally managed to cancel but but compensation despite clearly not delivering on their side of the contract. Save your time and energy and go with any internet provider other than Shell Energy. You have been warned …
- Location
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- Location
- Fylde
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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Got sold over by post office broadband.
Service went down hill, no connection for days, email telling my new price, then billed roughly £10 more.
Website is useless, trying to contact them is unnecessarily difficult.
Avoid them.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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The actual WiFi itself is no issue. The issue is their completely incompetent staff. No problems cancelling the contract (shocker) - that was October.2 different staff members had confirmed that there was £47-something credited to my account and a refund of said credit would be paid on the 2nd of November. It has not. Talking to their customer services was like talking to a wet leaf. I went round and round in circles only to be told that there wasn't an account in my name,so there was nothing credited to said account and whoever had said there was, shouldn't have because my credit was 0 despite one worker saying I could use the credit on my account to pay for a different broadband deal if I wanted to (I havent). Not only have they taken whatever was on my account, they've also tried charging me £35 for a router I've already sent back??
Truly awful "customer service"....if you can call talking to a brick wall customer service
- Location
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- Location
- Backwell, Bristol
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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Customer service is appalling. I had to cancel a home move for my elderly vulnerable mother who relies on an emergency care line. I called & explained she was no longer moving, told them to undo the request to cancel the landline & broadband. I had confirmation on the phone this had been actioned. I followed this up with an email 2 months before cancellation was due to take effect. This was not actioned & service was cut off leaving my elderly mother with no emergency line or broadband. I rang customer service eventually answered then promptly cut off. Didn't ring back after 2 attempts requesting callback. 4th attempt I waited 1 hour & was passed through 3 depth, only to be told she would have to ring sales to get set back up & it would take 2 weeks. Absolutely disgraceful. Their error but take no responsibility for it. I would not recommend this company for broadband. I have spent hours over the term of my mother's contract sorting out issues, this isn't the 1st time they didn't action a request on their helpline.
- Location
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- Location
- minehead
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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shocking in every sense of the word robbers and scammers to say the least, i wish i`d have read reviews before purchase because i would have ran a mile, locked into dreadful contract service and customer services are beyond a joke,
- Location
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- Location
- Paisley
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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Shell is a terrible company admin wise...they don't provide customers with confirmation of over the phone 'bartering' when customers consider leaving. My first year monthly charges were £23.99 but I managed to negotiate £21.99 for the next year. That was simple enough to me...but not Shell - who continued to take £23.99 off me until I pointed it out...then the £21.99 suddenly became £22...every penny counts Shell....if you had integrity it would be better, but you obviously don't. I finished my account on the 12th September and am still waiting for a refund cheque as I had to give proof of postage for the router...appalling treatment of customers.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Transferred from "mypostoffice.co.uk" in takeover. I've been overcharged and ignored when complained via email, but eventually reimbursed. Until my October bill:- notified of charge but unable to download and print bill despite constant failed attempts. Excuses: "Oops something gas gone try again later" "Sorry wrong password". "We are very busy try again"
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Moving house, and have been kept waiting for a ridiculous amount of time on the customer service line. The same line asks for you to describe your issue, but then has no option for home moving.
Added to all that, the broadband is unreliable and keeps dropping, the online account doesn't work half of the time. Avoid!!
- Location
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- Location
- Alconbury Weald
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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I have spent the best part of 6 hours on the phone. I was awaiting a hub which has never been ordered. Been put through to every department known to man. None of which have been helpful. My current call is now 1hr 15 mins awaiting the retention team even though I’ve never been a costumer
- Location
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- Location
- Wallington
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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The worse company in everything customer service, connection and dealing with problems.
It's been over a week with no Internet
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.