Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.6 stars
  • Customer Service
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 571 customer ratings since 2021-07-06 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

844 Customer Reviews over 85 pages

  • Reviewer
    Location
    Prestatyn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
  • Reviewer
    Location
    staffordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Have a line fault Shell aranged for Openreach to contact me when they are coming, waited three days but no call from anyone. Have tried to phone Shell six times. waited at least 30 minutes to 45 minutes not answered. fed up with this so called caring company, off back to another provider
  • Reviewer
    Location
    Rochester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I left shell energy broadband on the 5th April and switched to another provider. On the 12th April I got charged for my monthly broadband fee of £18. I rang on the 19th April and was told to wait for a final summary. I rang on the 11th May and explained I have not received anything. I was told I had to request a refund. I rang on the 18th May and was told there is a process to refund. I had to wait 10 working days for a refund. It has now been 10 days on the 1st June. First handler told me the refund was only approved yesterday on the 31st May. I would have to wait 10 working days. I told him this is unfair and not acceptable. I asked to speak to a line manager and wished to complain. He told me I could not and that he could not put me in touch with a senior manager. I feel like this has not been handled very well at all by your customer service team. It has caused me a great deal of stress and no faith in the company. Avoid this company at all costs
  • Reviewer
    Location
    RICHMOND
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the unfortunate people 'sold' by MyPostOffice to Shell Energy. Seamless changeover promised wasn't, was without service for 2 weekends. Emails keep getting 'Delayed Mail' message. Have left several email complaints, only one responded to, to sign me up for a new [allegedly cheaper] 18-month contract, but bill came for old rate. No response when I asked for corrected bill. So very disappointed that MyPostOffice have landed us all in this.
  • Reviewer
    Location
    Rochdale
    Reviewing
    Shell Energy
    Date
    Comments
    I have only been with Shell for a month. I went the first week with no service at all. After many stressful calls on hold and emails the engineer came out and it hadn't been switched on by Shell. I thought it would be fine then but drops off constantly all day and night. Using all my mobile data to compensate. They tried to charge me for the week with no service so had to spend time sorting that! I said after the first week of no service i wanted to cancel my contract but was told my cooling off period finished before Shell was active? and I would have to pay over £300 to cancel. Shouldn't the cooling off period be when the service is on so you know if you're happy with it?
    Anyway If you haven't joined Shell I would not recommend it. In my opinion this company needs investigating. From the reviews I have read there seems to be an awful lot of unhappy customers. I certainly won't be staying but it's going to be a long 18mths before I'm out of contract.
  • Reviewer
    Location
    Thorpeness
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Absolutely hopeless! Since Shell took over from Post Office I have not received a bill,Direct Debit set up with Post Office not been honoured,no success at finding out amount owed!I just want to pay!!!!
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell has not been taking out their payment on time and waited for two months before doing so. I have called Shell on many occasions, and still no improvement. The service is awful and I WILL NOT be renewing my contract. I had no such problems with the POST OFFICE. It takes over an hour before calls are answered.
    Anyone reading this AVOID Shell broadband.
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    This provide is rubbish. Avoid. The service doesn’t work. I cannot hold a video call. They deny any issue. The service is appalling. They don’t event allow cancellation due to rubbish speed.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Absolutely terrible customer service. I found it impossible to notify them that i was moving home. Tried email (no reply) and long waits on phone(only to be cut off after a long wait). The only response i got from them was when i cancelled my direct debit. Now they want their router back which fair enough, is in their t & c’s. But i have never been asked to return a router yet and i change ups every 2 years or so.
    I honestly can’t believe they are still in business with their attitude towards customers. By the way - this is the first time i’ve bothered reviewing a company in 30 years of having the internet (I started on the old dial up systems) since i normally take problems on the chin.
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hi after been on the phone for over an hour to cancel this broad band as it’s off more than it’s on any body thinking of taking this broad band on wouldn’t bother it’s slow doesn’t work and charged me 102 pound to cancel and next mouth bill plz read reviews because this is worst broad band ever day light robbery and wouldn’t recommend these to any body

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.