Shell Energy Broadband Reviews

DO NOT BOTHER!!!!! Absolutely shockingly bad customer service, if I could give a negative rating I would. Dreadful website, crashes half the time, unable to access accounts, or access any online help, tweets are the only way to get anyone to listen, which you should not have to resort to, but have no choice.
NEVER AGAIN!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell
And I asked them to take over the line .Shell then sprang into action wanting an early exit fee .As I hadn’t broken the contract they had broken it I refused to pay .A year on I have had to pay and now I am still
Being asked for the money .Age 74 and living alone they are constantly harassing me. Anything is better than Shell just don’t go there .You
Can tell them
A hundred times you have paid but there is no
Communication
Within the company

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

a few months on and still not receiving estimated speed of 38
just checked speed and varied between 8 m
and 31 m
usually get 20 m ish.
read reviews then go elsewhere.

How can I even begin to describe this plague. If I had to pick between another year of covid or another year of using this garbage I would pick covid. It is not worth paying money for. often the download speed drops to 3mbs and stays there. I feel like I'm back in 2010. I wish nothing but bad luck for the people responsible for this scam, the constant disconnects, buffering, IP switching, lag. third world countries I have visited had better wifi. I wish I was exaggerating. contract nearly over. finally.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I had to cancel the broadband service due to my late mother passing away.
Upon cancelling it was fine. There was no mention of additional fees etc.
After 1 month I received a final bill for early cancellation fee charges. This was due to stoppinf the contract before 12 months.
I called Shell and waited for 45 minutes. Upon answering I explained the reason for cancelling.
They didn't care so clearly it's all about the money.
I wouldn't recommend this company to anyone. Awful.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Speed has been bad for a while. Portal calls become impossible due to the constant dropouts and wildly fluctuating download speeds. I'm paying for a fast 60mbps fibre service. Today I did four speed checks over a period and it went between 4mbps and 8mbps. This is worse than the old standard copper connection. Terrible provider, even worse than BT and that's something! My contract is almost up and, believe me, I'm off to another provider as quickly as I can.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The internet is awful always drops and disconnects, been with them for a month or two and wish we never did as it is all a scam. Go for any other provider and stay away from this at all costs!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Avoid at ALL costs.

Internet connection constantly dropped. Almost daily and sometimes for as long as an hour and a half. Even when it was working, video calls and gaming were nearly impossible.

When customer service was contacted they first said there was no fault on the line, then changed their mind a week later and said an engineer would be out. No one turned up, and when I rang back the fault was magically fixed! They decided a new wire would fix the job. It didn't, obviously.

Their modems are from 2010 roughly, and I suspect that didn't help. But I am 100% certain that the problem was with their equipment, as I am now with another provider and have had no issues.

I paid to leave Shell early. They cut off the internet a day sooner than they were supposed to, leaving us with no internet for a day, which was nice.

They also are not a member of OFCOM (whatever the broadband regulator is), and so I think this is why they don't feel like fixing anything.

All this is just a long rant to say AVOID AVOID AVOID. I hope to God that at some point they will have no more customers left and concede defeat.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

So slow I drop out all the time and working from home I need a reliable broadband... I will be changing providers at the end of my contract .. avoid using Shell