1,452 Customer Reviews over 37 pages
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- Location
- Aspatria
- Reviewing
- Shell Energy
- Date
- 2023-08-11
- Comments
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For me the issue with Shell Broadband is mainly their customer service. If will offer you no grace if you need to change contract and it will always be in their favour. They will charge you FOR EVERYTHING. Admin fees, routers, sending routers back. I consider them the easyjet of flying.
We'll get you there but you have to pay for extra if you want to sit inside the plane :))
- Location
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- Location
- Atherstone
- Reviewing
- Shell Energy
- Date
- 2023-08-22
- Comments
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Absolutely rubbish.
If you move to another room or sit outside your Internet connection is lost. Every time you switch your tv on it comes up no internet connection. This as to be the worst internet company on the market. Glad we are leaving soon.
- Location
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- Location
- AXBRIDGE
- Reviewing
- Shell Energy
- Date
- 2021-05-05
- Comments
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I just moved from shell broadband,started with new suppler on 8/o3/2021 had to have new connection fitted for super fast broadband,shell are going to bill until the 25th April, what a scam ..Have to pay for 2 suppliers at the same time ..
- Location
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- Location
- Aylesbury
- Reviewing
- Shell Energy
- Date
- 2021-05-18
- Comments
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Avoid avoid avoid the worst company I have ever had the misfortune to deal with. Unhelpfull and rude customer care team, non existent connection then had the ordasity to demand £315 cancellation fee for not receiving a service.
One star is too good for this company my advice is to look for a different provider.
- Location
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- Location
- Ayr
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
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Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
- Location
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- Location
- Ayrshire
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Where do i start
Speed max is 20 mbps
Emailed multiple times to complain. No reply.
Phoned and Put through to technical. 1hr20mins im still on hold.
Have now cancelled and moveing to new provider.
- Location
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- Location
- Ayrshire Scotland
- Reviewing
- Shell Energy
- Date
- 2023-07-31
- Comments
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TOOK ADVANTAGE OF A VULNERABLE MAN WITH LEARNING DIFFICULTIES !
Inhumane and unethical practices - customer didn’t understand his basic Sufi would be DOUBLED in price per month at his new address - and even when family intervened and sent medical evidence that he wasn’t capable of understanding - they refused to release him from 18mths of paying a monthly DD he couldn’t afford - for a service/speed he didn’t need - during a cost of living crisis!
A decision they will regret commercially and from a reputational perspective as it’s about to hit every newspaper and online review site in the U.K.!
Avoid like the plague - appalling !
- Location
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- Location
- B
- Reviewing
- Shell Energy
- Date
- 2023-04-25
- Comments
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Utter shambles. Signed up because they promised low cost and high quality. They deliver the opposite. "Guaranteed 67mbps" lol, actula is about 10. on their own speed checker. Repeated complaints confirm this. What do they do? Nothing. Prequent disconnections, slow and unreliable. Now lets talk about charges. Signed up at £24 a month. It wont stay at that, after three months up to £28, more price increaces coming. They say they have to put prices up, its a scam, their web signups are still advertising £24 a month. Dont buy into it.
- 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
- Banbridge
- Reviewing
- Shell Energy
- Date
- 2022-07-31
- Location
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- Location
- Bangor, Co. Down
- Reviewing
- Shell Energy
- Date
- 2022-10-25
- Comments
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Shocking customer service bills wrong,
my account on the website always says the site is under maintenance, customer services closed at 7.00pm even though they say they are open until 8pm. I talked to 3 agents today who could still not solve my overcharged bills. I want out so will pay the leaving charge. Stay clear of this lot!
- Location
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- Location
- barking
- Reviewing
- Shell Energy
- Date
- 2022-02-08
- Comments
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took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,
got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.
they can not even give you correct imformation as soon as contract ends i will be leaving
nothing like this when with post office
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
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Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2022-02-25
- Comments
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Broadband has been down since last Friday. Everyone i have spoken to has been pleasant and seem like they are trying to help but so far have not resolved the issue. After spending hours on the phone and a week without wifi i have asked for a goodwill gesture of a discount from my next bill and they have said no.
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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Worst ever experience of dealing with any company.
The service was terrible, the WiFi was a joke.
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2022-05-10
- Comments
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only gave 1 star as no option for zero
shocking service wouldnt reccomend cant wait to leave
took over from post office in feb and had nothing but issue and bad service since
- Location
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- Location
- BARROW-IN-FURNESS
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
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Whilst the staff are helpful and considerate the overall experience has been dreadful. Moved provider on the 5th November but didn't get broadband connected until evening of the 10th. Since then it has been patchy or non existent. I have found it very stressful.
- Location
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- Location
- Barwell
- Reviewing
- Shell Energy
- Date
- 2024-01-05
- Location
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- Location
- Basildon
- Reviewing
- Shell Energy
- Date
- 2018-12-20
- Location
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- Location
- BASINGSTOKE
- Reviewing
- Shell Energy
- Date
- 2021-08-23
- Comments
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Shell took over my broadband after being with previous supplier for a number of years. After a further 12 months requested a new router on line via the chat link. Eventually gave up and visited a comparison site and found a much better deal. Since they received notification of switching my broadband has been pants! They even have the nerve to charge a disconnection fee. Not pressed!!
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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If I could give zero for customer service and overall experience I would - router did not arrive in time for installation, took 10 days several phone calls and even given fictitious tracking numbers - put on hold several time only to be cut off. I will be leaving as soon as I can. Would I recommend - no
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2021-11-06
- Comments
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Hub only works in the room it is in. Terrible signal, and customer service aweful. Don't buy this product or deal with shell energy broadband if you want good service
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Lost Internet for a whole week with no fault my end. Phoned for a refund and told it would have to be approved first. No refund came.Have nothing to do with SHELL INTERNET.
- Location
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- Location
- Bath
- Reviewing
- Shell Energy
- Date
- 2019-11-19
- Comments
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Absolute rubbish that’s all I can say. I have never had such slow broadband
- Location
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- Location
- BECK ROW
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Terrible,sadly I took advice from comparison website. Drops out most of day. So slow it's like dial up from the 90s.
Hours spent on phone going round in circles tech support useless. Avoid this service if at all possible.
- Location
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- Location
- Beckenham
- Reviewing
- Shell Energy
- Date
- 2020-08-17
- Comments
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Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
- Location
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- Location
- BEDFORD
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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Absolute garbage customer service useless slow speeds cuts out drops
buffers on netflix getting 2.5 to 20gb speed instead of 40gb
online chat a joke they cut you off
phoneline given is now an answerphone
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2021-07-26
- Comments
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I left early, paying them £150 exit fee for them to **** off. A guy came to the door last year offering a broadband and energy deal - the broadband price didn't get credited and I send weeks and weeks trying to convince shell that this guy came round and offered us a better deal, showing proof and being assured it would be sorted. No luck. So a year later I finally caved and they can **** right off.
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2018-10-18
- Comments
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Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2023-03-15
- Comments
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Absolutely atrocious service! They disconnect your calls, pass you from post to post, take complete lack of ownership ship and ‘threaten to charge you if they have to send out an engineer. I’m four hours dealing with my current issue and it’s still not resolve
- Location
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- Location
- Bedfordshire
- Reviewing
- Shell Energy
- Date
- 2023-11-25
- Location
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- Location
- Beds
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
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Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Its simply shambolic and any 5 star reviews are fake and being made by the customer service team. Avoid. They ignore you "resolver" complaints and are just woeful ive been trying to get a refund of £22 from Febuary. Shocking. I have contacted my solictior who is running a case againt them. AVOID!!!!
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst Internet do not get tied into a contract with this company
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2021-09-02
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-05-04
- Comments
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It's off more times than on. Hours at a time. I need broadband on for the smart services at my home as well as work. Looking into a new provider ASAP. Very disheartening. Really bad broadband.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-08-24
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-11-02
- Comments
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I would request any one who want to buy broadband service to not to go for Shell Energy Broadband.They have very Pathetic service and they don't even bother to revert back to customer. I waited for 22 days and followed up with them for 6 days continuously but they were pathetic in their response and finally I had to cancel by contract.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-12-31
- Comments
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Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider ... Shell asked me to return Router or I would be charged £35 ... I Then returned The Router ( at my own expense BTW ) Recorded Delivery , but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them ... Well They have no chance of ever Getting The £35 .. They Can Suck The Back of Them .. Avoid at All Costs .. Shell Broadband is Rubbish ..
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-05-23
- Comments
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I phoned Shell a month ago about connectivity issues and they suggested I reboot the router. When that didn’t work, they told me that if I requested an engineer to come out, if I couldn’t prove there had been a drop in my WiFi while they were there I would have to pay £73. This is absolutely disgraceful as I have never had a missed payment but would be on the hook to pay for their engineer. I don’t even understand how they could justify that with their record breaking profits.
I continue to be handed around from department to department with no one able to assist. It will cost me £200 to get out of my contract and this is an absolute disgrace. My internet continues to drop in and out which affects my ability to work.
Avoid this company
- 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.