1,452 Customer Reviews over 37 pages
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- Location
- Maidstone
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
-
Just awful customer service - would never use again
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
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The worst customer experience you could imagine. Passed to 4 different people none of whom knew what they were doing. Just kept passing me on and behaving in a totally robotic way. One of them in particular should never have been allowed near a customer.
Do not use this company
- Location
-
- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
-
My wifi is so shocking and very poor. The wifi justs keeps going down . Customer services is very poor. I'm cancelling my wifi and don't recommend it to anyone.
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
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I have been a customer with Shell Energy Broadband since June 2021. It was recommended to me by a staff member at Curry's who must have been on commission to recommend Shell Broadband. The Broadband service is very poor. I have to reboot the router 3 to 4 times a day as it I lose connectivity every day. Shell Broadband do provide a FAQ to fix connectivity issues but this did not work for me. I would recommend that you do not change to Shell Energy Broadband even if it is cheap as you do not receive good service.
- Location
-
- Location
- Kenilworth
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
-
Took 3 individual engineers visits 2 set up broadband morning 8 to 12 apointment came at 4pm 3 weeks later phone still out of service. Takes min 30mins before they answer HELP line very poor
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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If you don't mind waiting on the phone minimum of an hour plus all the other hassle that goes with this shambolic company then fill your boots!
Since they took over from Post Office the service has been appalling.
Nothing has been made clear re the new online account to check bills and neither has the billing process and amounts either.
Internet often cuts out, there is no customer service, they wanted to charge me £30 a month for standard broadband to go on a rolling one month contract (I don't need a 12 month contract again as I am moving in with my partner in a couple of months and did not want to incur a large get out clause/fee).
Got so fed up holding on the phone for so long (with a chronic pain condition too) that I just decided to cancel the contract today which is up at the end of this month and make do without for a short time. Due to billing dates and notice period my disconnection date is 11th May which quite frankly will be a huge relief.
I could not go through yet another call with this lot any more as my patience has worn too thin with them now and I do not trust them either.
Life can be stressful enough without Shell adding to it all.
- Location
-
- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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Dreadful. There are no parental controls available which every other internet company provides. 100% do not go with this company if you have kids and would like some control over what they are exposed to. The actual broadband is also unreliable and drops out frequently.
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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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
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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
- Chichester
- Reviewing
- Shell Energy
- Date
- 2022-04-08
- Comments
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Having just switched providers on the suggestion of Uswitch, all I can say is that Uswitch must be on one hell off a backhander. What a load of Garbage, customer service is a pile stinky stuff and they don't know their job very well, not only having cocked things up but then try to blame me for the mistake and can't or wont do something about it. I'm one unhappy new customer roll on 18 months time when I can go else where.
- Location
-
- Location
- CF64 4AB
- Reviewing
- Shell Energy
- Date
- 2022-04-07
- Location
-
- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-06
- Comments
-
Terrible customer service. I don't have a choice to be with this company as was with postoffice that then sold the contract. If you have a choice Please please don't use this company
- Location
-
- Location
- BT67 0LT
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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This company is less than crap was with post office, the service was great, then these cowboys came along. I decided to leave due to be charged double for my bill with no explanation, no explanation of my bill. decided to leave and got to talk talk. they blocked my incoming telephone calls and slowed down my internet speed, all I can say Shell Energy is just scum at the highest level.
Regards
Eric
- Location
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- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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Awful, Been charged more than double for last two months, Still unresolved, Customer service online chat useless, Broadband service bad anyway, cannot wait until I leave them.
- Location
-
- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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Been with shell for 4 months and for the 2nd time I'm left with no service. 10 days in total now. Customer service is non existent and that's when you can actually get through to someone. I've had to go out and buy a mobile router because no one at shell is interested in sorting the problems out yet I'm still expected to pay my bill on time. Keep away from this company. I'm sorry I switched
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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The change over from the post office
seems to be a bit of a problem.I cant
get in touch with them too sort out my
account.You wait for ages on the phone
were you just give up nothing like as
good as the post office at least you
could talk too their customer service.I dont think Shell energy have one.
- Location
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- Location
- Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
- Location
-
- Location
- Preston Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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The worst experience I have had the misfortune to have. Shell upgrade my broadband to fibre without informing me. This resulted in my current rooter being incompatible. After 3 hours on the phone a new rooter was dispatched. When it arrived it was exactly the same as the original so not compatible. More complaints and I have yet to receive the correct rooter. Complete incompetence
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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We tried to upgrade our speed, but due to a glitch in their system, we lost internet completely. Restoring our connection is going to take just under one week. If you need broadband for remote working, I wouldn't use this provider.
Also, customer service waiting times are around 90 minutes.
Also, discounts magically disappear mid-contract, so watch your bills carefully.
- Location
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- Location
- Northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-04-02
- Comments
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Don't bother with these charlatans. Purchased a broadband package from Shell and was told that I could retain my old phone number. After the service went live they then told me that they couldn't retain it, so now I've lost the number. Also you have to wait half an hour to get through to an operator.
- Location
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- Location
- Langley
- Reviewing
- Shell Energy
- Date
- 2022-04-02
- Comments
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Worst ever thing. All devices keep disconnecting every now and then. Customer service is poorest possible thing on planet. 1 star given as halves not available
- Location
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- Location
- Newton Abbot
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
- Location
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- Location
- Newton Abbot
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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absolute garbage, got moved from Post office, without even been asked. unable to set up my Shell account. so cant read emails
- Location
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- Location
- Shefford
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Don't waste your money. Their customer service is non existent and they truly don't give a damn. They can't bill correctly and since mid February I don't even have a landline anymore. It just says 'line busy' when you call it. Despite repeat attempts to email them, they don't response. Thankfully I shall be leaving them very shortly. Really, save yourself the grief.
- Location
-
- Location
- dorset
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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promised twice to write off early termination charges, then did the exact opposite. Paid up just to be shot of them.
- Location
-
- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Terrible currently with this service. Will need to move suppliers. Cannot access anything in my emails now. It was horrendous yesterday and now cannot access it at all.
- Location
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- Location
- NORTHAMPTON
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Router is a post it note - no reach - bought a booster.
Connection is unstable - constant drops.
Customer Service is awfull beyond belief! Won't talk to you - don't reply to email equieries even if replying to their customer service ticket. Don't do it!
- Location
-
- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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I've been using different providers over the years and Shell Energy is the worst.
The connections have akways been unstable. For three times during last year, it's dropped for two or three days, becuase They couldn;t fix it over the phone, and could only send their engineers at least after two days.
Their customer service phone lines have been always busy, so did their online chat. I've been waiting each time calling them at least 30 minutes, and one time more than two hours online.
There was no help available from Saturday night. I had to purchase three times data add-ons to work on my mobile. I was told there was no compensation even I complain.
Finally, they claimed that they sent me the Tracked48 label by email but they never did. And now I'm calling them again, and waiting again online for their response, even now that I've left them!
I'd strong recommend to avoid them at all cost!
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-03-30
- Comments
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I have been with post office broadband since the beginning. I always pay the bills on time. Since Shell took over I received a bill saying I hadn’t paid the bill. I phoned up and was told that they had missed sending a bill so l paid then and there! A week later I received another letter sayingI still hadn’t paid. I rang up and a recorded message informed me that the letter had been sent in error and to ignore it. Another letter dated four days later arrived accusing me of still not having paid and threatening to cut me off and telling me to make a payment immediately. I of course rang the company and I finally got through and when I explained the man said he couldn’t help and cut me off !!! WHAT A TERRIBLE COMPANY!
- Location
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- Location
- N Yorkshire
- Reviewing
- Shell Energy
- Date
- 2022-03-30
- Comments
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I was landline only with the Post Office then Migrated to Shell. My copper cable will not support broadband so I have a router using Three mobile. Shell Broadband are now setting a direct debit at £30/month for a service I never ordered, I don't need and will not work. I cannot contact anyone to explain. I keep cancelling the Direct Debit at my bank
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2022-03-28
- Comments
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Migrated from Post Office after many years of excellent service The service from Shell in every way rubbish I have tried to move to another supplier and Shell have blocked this do not sign up to this company
- Location
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2022-03-27
- Comments
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I was a Post Office customer and migrated to Shell. Since then I too am unable to receive incoming calls on the landline. I can make calls and the broadband works. I have tried to call the call centre. When I did get through they did a test and said that they would call back ! How, the landline is unable to take incoming calls ? The Asian call centre reading from a script was unable to comprehend the issue. I have had no incoming calls for a week now. I have tried to contact them again but with o success. The only answer is to jump ship to another provider, which I have done. This prompted the only email response I have had from Shell to state that I may not be able to keep my phone number. Nice bit of PR Shell you muppets.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-03-27
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-03-25
- Location
-
- Location
- Clacton
- Reviewing
- Shell Energy
- Date
- 2022-03-25
- Comments
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3 hours on the phone, I’m currently on the phone again! AVOID!!!
- Location
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- Location
- Didcot
- Reviewing
- Shell Energy
- Date
- 2022-03-24
- Comments
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I sign 18 months contract for 63mbps downloading speed and up to 19mbps uploading speed and i get 12mbps download and 1 mbps upload speed. Because i get over 5 times slower internet i was trying cancel this contract but they told me if i cancel i have to pay them cancelation fee - 310£... liers. I DO NOT RECOMEND TO ANYONE
- Location
-
- 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
-
- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-03-24
- Comments
-
Absolutely awful services!
Before agreeing for the contract I asked them if later I'll change my address if possible to move my broadband too and they said yes. While I was at the first address problems every few days, the modem wouldn't connect. When contacting them they were asking me to follow some stupid steps every single time and with the same result: no connection. I'm an engineer and networking isn't a secret for me and I can troubleshoot a network connection. Very disappointed. Then I moved to Salisbury from Swansea. Here they refused to install the broadband saying that the address doesn't look available. I went for another broadband network, but had to pay for Shell Broadband many months for no service at all. I asked them to interrupt the contract, since they couldn't hold their word to install the broadband connection to a new address. I paid everything, even paid 35£ for the modem. Then I'm seeing on my credit report that they reported that I didn't paid my bills at them. I never missed a payment on my history, but they reported me that I didn't pay my bill?
Absolutely disgusting!
Now I'm at BT and, don't know about others, but they don't compare. Stay away from Shell Broadband!
It was a mistake in which I got because of their better prices and promised speeds. Lies! I wasn't even getting, when the line was connected, more than 30-40%. They were like it's my fault, my location.
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- 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.