1,452 Customer Reviews over 37 pages
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- Location
- Exeter
- Reviewing
- Shell Energy
- Date
- 2022-11-25
- Comments
-
I signed up,23/11 then cancelled when I found out the 14 day cooling off period ends before I was due to go live! 8/12.
I did sense customer service genuinely wanted to help, but I'm not staying without a valid (to my mind) cool period especially as Shell are not in the Ofcom compensation scheme
- Location
-
- Location
- EXETER
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
-
The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.
- Location
-
- Location
- Exeter
- Reviewing
- Shell Energy
- Date
- 2020-09-06
- Comments
-
I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
- Location
-
- Location
- Fairlight
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Location
-
- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
-
Shocking service. I am currently on hold for the last hour. My bills have been irregular and not the amount agreed monthly due to Shell amalgamating with P.O. I should pay £25 pm but was billed nearly £70 over a 2 month period and it should not be my problem if they cannot get their 2 systems to work!! I then spent over 1 hr trying to resolve what is happening. My contract finishes in Dec 22 and I will be looking for another provider!!!!! My advise is DO NOT TOUCH SHELL Broadband!!!!!!!!!!
- Location
-
- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2023-12-20
- Comments
-
After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
- Location
-
- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2018-12-31
- Comments
-
Constantly crashing every 5/10mins. Takes me 2hrs to watch a 20min prog on now TV. They have admitted they can see it dips constantly (I've kept screenshots) yet it's still the same. Asked to send a pic of my setup....yeah my setup has worked perfectly for every other provider. Perhaps start providing the service you are paid for. Can't even get dates right on emails. Claimed I had a missed payment on Xmas Eve when in actual fact they went in on the 21st for it! Then when you screenshot emails and bank statements and send them they start slavering about 3days to clear. Avoid avoid avoid. If I can get out this contract without being hit with their RIDICULOUS termination AND cease charges I will. I'm off to citizens advice! Why should I pay to terminate a contract THEY are not FULFILLING
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2019-02-21
- Comments
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Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2022-04-08
- Comments
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The worst company I have used. I have submitted the review regarding their poor customer service a month ago. But this company sent me an email to suspend my usage because I haven't paid the bill. I phoned them and asking why my Direct Debit didn't kick in? They said I haven't got one set up....but I have received an email from them on 12th February with my Direct Debit set up and Guarantee. The service is alive in Middle of March. I do not deserve an email with such threat. Very rude. I don't even care they disconnect the service bet the speed is very slow and do not support my area compare to Virgin Media.
The email is very unpleasant especially it is their own fault.
Very poor company, the management is very poor. The speed very slow because I set up the account a month before it went live. So didn't realize that do not support our usage. But already out of the cooling period. Please be careful we have to keep this package as well using our old one. I blame myself for being stupid, I don't want others regret it. Please avoid this company.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2023-11-20
- Comments
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Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2022-03-03
- Comments
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As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2019-09-28
- Location
-
- Location
- Farncombe
- Reviewing
- Shell Energy
- Date
- 2022-10-02
- Comments
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I have been robbed of half a months state pension on phoning them because of broadband problems. Took £307.00 from my account without my6 consent and intend to take another £200.00 in October because of same issue. Thieves
- Location
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- Location
- Featherstone
- Reviewing
- Shell Energy
- Date
- 2020-08-13
- Comments
-
Complete rubbish at times less than 1/2 mg , or no internet connection.very difficult to contact, speaking to a human not easy! Fail to respond to email complaints , call backs by management promised ( doesn't happen) worst company we have ever had for Broardband , then want to charge penaltys to change to better provider when there supply not fit for purpose.
- Location
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- Location
- Ferndown
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
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Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service
- Location
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- Location
- Fife
- Reviewing
- Shell Energy
- Date
- 2022-02-03
- Comments
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I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
- Location
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- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-11-13
- Comments
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The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
- Location
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- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-03-15
- Comments
-
Not the best sadly.
My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
- Location
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- Location
- Finsbury park
- Reviewing
- Shell Energy
- Date
- 2018-07-06
- Location
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- Location
- Folkestone
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
- Location
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- Location
- Folkestone
- Reviewing
- Shell Energy
- Date
- 2022-03-24
- Comments
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Absolutely disgusted, Shell took over all the post office broadband contracts. Firstly they have changed their billing dates and haven't legally notified the customers, secondly they have lost payments during the switch over and are constantly sending overdue letters when there is no debt. Customer service dreadful and left on hold anywhere from half hour plus. Would never recommend this company and in the process of switching broadband suppliers.
- Location
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- Location
- Forest Hill
- Reviewing
- Shell Energy
- Date
- 2021-10-14
- Comments
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An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
- Location
-
- Location
- Froncysyllte
- Reviewing
- Shell Energy
- Date
- 2022-02-10
- Comments
-
Unable to get WiFi coverage unless seated next to the router.
Internet is dropping on a daily basis and so without access at all.
Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
- Location
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- Location
- Fulham
- Reviewing
- Shell Energy
- Date
- 2022-06-16
- Comments
-
So far I've been with Shell for a short period of time having previously been the the Post Office, which was excellent. Unfortunately they handed over to Shell. It's been nothing but a nightmare. Slow, unreliable, customer service queue too long and the final straw.....trying to pay my bill I use the website to view my bill of course before paying. Each time without fail, it didn't recognise my email address, then didn't recognise my password, when I tried again and it accepted both of these, I got a page saying OOPS SOMETHING WENT WRONG, try again later. Tried later, same problems up to an hour trying to get to my bill, finally get there and go to pay and informed "your have no outstanding bills' having only received an email a day before asking me to pay!! So fed up I decided to switch to another provider, who by the way, is far cheaper. Shell had the nerve to try and charge me exit fee of over £100 justifying this by telling me, I could have called, or had a chat, if their website isn't working. I do not pay bills without viewing them first and cannot access this without wasting an hour. Basically they're brushing me off and blaming me instead of fixing they ongoing website problems. This is now becoming the norm for most big companies, I am now in the process of discussing with the Ombudsman.
- Location
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- Location
- Fulham
- Reviewing
- Shell Energy
- Date
- 2024-02-24
- Comments
-
The service has been incredibly disappointing, with consistently poor speeds that make even basic tasks frustratingly slow. It's frustrating to pay for a service that promises high-speed internet, only to receive unreliable and sluggish performance. This broadband connection has been nothing but a headache, causing more stress than convenience. I would not recommend it to anyone looking for reliable internet service.
- Location
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- Location
- Fylde
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
-
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
-
- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-12-09
- Comments
-
Please do not subscribe to shell they are the world worst company they don't care about you if I could give the o out of ten I would in fact I would rather have piles than subscribe to this lot.
- Location
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- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
- Location
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- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
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So far BLOODY USELESS.
To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
Wish I had NEVER JOINED!
- Location
-
- Location
- Gaskell
- Reviewing
- Shell Energy
- Date
- 2023-05-28
- Comments
-
His can you justify a 2 day wait to get my dads phone line back working when he relies on a care line package due to his frail health conditions
- Location
-
- Location
- Gateshead
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
-
Ended account as put up pricing during a fixed term deal without consent and after cancelling and returning router was charged £35 even with proof of postage.
Trying to ring this billion pound company is a joke in itself. 30 minutes to get an answer whilst being referred to the online portal or app - which failed constantly to loan.
Avoid this company like you would Covid.
- Location
-
- Location
- gateshead
- Reviewing
- Shell Energy
- Date
- 2018-09-24
- Comments
-
been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline numer@first-utility.com) the guy even stayed on the line until router had connected.
anyone who wishes to use own router just go thru to tech and they will assist
- Location
-
- Location
- Glasgiw
- Reviewing
- Shell Energy
- Date
- 2022-11-23
- Comments
-
I left the company 3 months ago. I have sent the router back although the company sent me emails telling me they have waived the router fee. Although I felt I had to return it as I did with confirmation they are still hassling me over this. What a useless company. Completely wasting my time and thi4biwnboaoer. They have no cinnubitlcatiin within the company amongst themselves creating a bunch of problems for their customers months after leaving. Can't recommend something I wouldn't even touch with a stick and rubber glover. Avoid at all cost.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-08-05
- Comments
-
Completely useless.
Broadband continually drops out for minutes at a time during the day making watching Netflix or streaming a painful experience. When it is working the speed is ok.
Have been without a working phone line since installation and the web chat and initial phone support are worse than useless.
Current waiting for an Openreach engineer to visit but no idea when as the complaints department haven’t got round to telling me if one has actually been booked or not.
The worst broadband service I’ve had in 15 years and 10 at this property. Bitterly regretting moving from my previous provider.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-09-17
- Comments
-
DO NOT USE THIS COMPANY
An absolute joke when it comes to customer service,
My Broadband was ment to go live on 4th Sept,
4 days later nothing !
Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live
Agent asked me to unscrew faceplate at wall and try and connect inside,
Never heard anything like this ever,
Then told an engineer would call a few days later but he never showed up,
When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,
Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,
Something told me he was at it,
Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,
When I threatened to cancel they assured me I’d get router within 48hrs which I did,
Again it didn’t work, closer inspection it was another refurbished one,
Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,
I’ve had no service from day 1 and very poor customer service,
At that point I said I would be paying nothing and proceeded to cancel DD,
This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,
Worse two weeks of my life ever.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2021-11-26
- Comments
-
Has ShellBroadband for a week, no WiFi, nothing.
On phone for hours to idiots, and I mean idiots.
New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
Finally another advisor came on phone, Ivor.
15 minutes later, sorted.
Good ole Ivor.
But once my contract up, never ever again.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2020-10-23
- Comments
-
From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
-
Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-08-23
- 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.