1,452 Customer Reviews over 37 pages
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2023-06-05
- Comments
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I've had two different routers with Shell and they're the only two I've ever had in which the broadband cuts out all the time on my phone. It's fine on my laptop though. Customer service is VERY poor. They raised their prices during my contract and refused to let me leave the contract without penalty
- Location
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- Location
- n77RR
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
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appalling service - internet goes down every few days. No help online or telephone whatsoever. Please avoid
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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You will be charged a "cease fee" even outside of your minimum contract period. Certainly not industry practice, buried in the t's and c's (section 5.11).
Also a terrible quality WiFi router which has the reach of a T Rex's arms.
- Location
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- Location
- Iko
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
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Broadband connection dropping out every 15 minutes. Cheap modem.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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DO NOT USE! Took over a week to get us set up after the go live date because no one wanted to do their job, took filing an official complaint before they even looked at it, then when trying to leave placed a cease order on our account so no one else can take over, trying to leave us without internet for two weeks. Frankly 3 mobile provided better internet when I had to use 100GB of mobile data in a week when it wasn't live.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-30
- Comments
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Amongst the many poor Internet companies I've used over the past twenty years, Shell stands peerless.
Disgraceful service requiring hours of calls with new end product, poor speeds and coverage, now requesting a £250 cancellation fee as they are unable to provide their product.
Avoid at all costs.
- Location
-
- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2023-05-15
- Comments
-
When I joined shell broadband there was a deal that you get 3 months WiFi free charge and after the 3 months I was too receive a £100 amazon gift card called shell broadband up and now there trying to say it takes upto 120 before anyone will get it I feel its a scam in a way just to get customer's too join up as i see it's a false advertising just so you join there broadband and there not interested in helping you I called them today asking where my £100 amazon gift card after nearly 5 months with them wasn't helpful wouldn't listen to me cut me off all the time wouldn't let me talk broadband has cut off that many times when watching a film on Netflix not the best broadband read the small print before signing up with them they can lie about your contract and put the phone down on me today because I said I was going to ofcom and the customer service told me too do what I want she didn't care about me i think they customer services agents she get sent for training on there manners when dealing with customers I was shocked by they way I was treated can't really understand the customers services
- Location
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- Location
- England, Maidstone, Kent
- Reviewing
- Shell Energy
- Date
- 2020-04-07
- Comments
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This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers.
- Location
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- Location
- Granato
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
- Location
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- Location
- Canterbury
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
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Post office was the best Internet provider i had ever had and then along came shell energy. They took over and what a shock to the system it was, our Internet speed plummeted despite us being on one of the highest speed pakages. I suspect we were down graded on the switch over and im lucky if i get a consecutive 5 hours of Internet without if completely dropping out. Overall its just not a good company. But thats not the worst of it. We recived an email saying the prices are increasing and we had 30 days to switch if we wanted to and we would get no exit fees. So we did just that the very same day, finding a cheaper more reliable company and set it all up. We even sent an email informing shell that we were taking them up on the offer to switch without fees. And then got an email telling us we ere gettng charged exit fees. I phoned and was told theres jothing they can do because its already on the system and its my fault because i was supposed to phone them before trying to switch and ask to be let out of the contract.which is not what ofgem states. I do not have to ask permission to switch, and the only time i need to inform them i am switching is if my provider doesn't use openreach cables. So no im not pleased at all with this company
- Location
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- Location
- wakefield
- Reviewing
- Shell Energy
- Date
- 2023-06-02
- Comments
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Absolutely despicable penny pinching company with no morals or customer commitment. PLEASE AVOID AT ALL COSTS. They have the advertising money to bury these comments away from new custermers because if they knew they wouldnt look twice at this company. please dont be fooled by offers and discounts they are only there to reel you in . once you are in then they have you and will drain as much money as they can legally get from you. please please AVOID ,
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2022-10-22
- Comments
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Was moved from Post Office to Shell for phone line only. Out of order at least once on a weekly basis. Can never get through to Customer Service so have given up. Will be changing provider.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-10-08
- Comments
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I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to).
Internet was intermittent for months at my new address. It should have been around 25-30mbps but was more like 3mbps. After months of complaint and finally threat that I would leave, they finally pulled their socks up and started asking OpenReach to come over and sort out the issues.
They agreed to recompensate me for the really poor service for I think what was around 4-5 months with a month-and-a-half refund. OK not the happiest, but I accepted it was all they were willing to offer. 2 months later, I start to get emails that I was behind on payments due to the 1.5 months that I had not paid. I was a little tired of this so I asked the person on the phone how long I had left on my contract and was surprised that it worked out that I was an 18-month contract since moving and not a 15.
I asked them to investigate the conversation I had with the person who arranged for the internet to be set up at my new residence (because all calls are recorded for training purposes) and 3 phone calls later they apologise for not having followed the issue up earlier will be raising the issue and (promising this time) they will be letting me know of the outcome of their investigation. My internet speed has improved I guess so I shouldn't really complain.
Oh! I shouldn't leave out that for the period it was really bad and I threatened to leave (for the 3rd time) I couldn't receive a WhatsApp message on the wifi without it affecting another service in the house using the internet.
- Location
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- Location
- Uppingham
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Comments
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Absolutely rubbish l have been trying to contact them for over 3 hours today can’t speak to anyone not sure what to do
- Location
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- Location
- WARRINGTON
- Reviewing
- Shell Energy
- Date
- 2022-08-05
- Comments
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I was a post office customer so had to switch to shell energy ( a case of necessity not choice ) The b/b is reliable to a degree but quite slow considering i pay for superfast ringing the c/s the wait time is appalling even after 45 mins iwas still waiting and was then told best time to ring 7 am why should i have to do this to speak to someone im currently looking to change
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
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Estimated speed on signup to Fast Broadband 7-12MBps actual speed 8.5MBps.However i have speed test results going back years which prove my line now supports 13+MBps so was expecting near top of their quoted range. After over 2 months of emails (and they are slow to respond) they have just gone full circle back to it must be my internal problem. Please note they are a TalkTalk reseller. Avoid both these companies and any other TalkTalk reseller if you want the best speed your line can support.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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As with the majority of reviews, this company is simply the worst I have ever come across. Two weeks after signing up, my internet failed. After hours of being on the line and being passed from one person to another. Anyhow, after the most inept service I cancelled my direct debit and went to BT. AVOID THIS COMPANY AT ALL COST.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-10-16
- Comments
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im paying 3months now for the internet and i don’t have it !!! im waiting for the engineer every week and no one came , really disappointed with them i just want to cancel everything , costumer service awful, the are lying every time im contact them
- Location
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- Location
- Teignmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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Changed from post office without being notified. Post Office overcharged me on renewal of contract. Although I paid an amount agreed upon after much aggravation, I then received a small amount bill from Shell. On 28 March, I see that none of the discounted amounts I had paid to post office had been deducted. Chat is dismal.. 46 people in queue and 25 minutes on hold on phone. 2 chats later, nothing resolved. Then got email from Shell saying if I didn't pay outstanding amount from post office, broadband service would end and further costs incurred. I view this as a veiled threat to pay up, esp as I had not defaulted on any payments. Finally received an email today from Shell after I had said I wanted to lodge a formal complaint. They have picked up that I was overcharged and will credit me with the difference.
Fearing that I would be cut off and out of sheer frustration, I paid the full amount. This was before I got the email stating they'd picked up the error. Will I be credited with the paltry amount? Who knows? Will be looking for another provider when contract ends.
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-05-07
- Comments
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Don’t use this company as they answer phone when they want to sell connections. After they made contract they don’t bother about you . What ever they charge you have to pay .when you want speak to them they transfer you to different line which is never answer.
I was hold 3 different days from last week 1 hour each day no answer.
- Location
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- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-03-15
- Comments
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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
- 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
- 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
- Bishop Auckland
- Reviewing
- Shell Energy
- Date
- 2018-07-27
- Comments
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Complete and utter rubbish. No one wants to help, they then promise to ring back and never ever do. We have not had internet for over 5 weeks now
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Comments
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This review is regarding my dad's broadband with Shell which was migrated over from the Post Office. He s elderly (90 years) and hard of hearing. He asked me to call Shell to query a charge of £10 which was listed as alternative method of payment (despite £38 taken by DD for the broadband package). I called them one day and was fortunate to get through after 20 minutes but was refused any dealings as it was not my account. So I had to visit my dad and called them whilst there BUT nobody answered the phone (45 minutes). What a waste of everybody's time. They kept playing same monotonous message of how busy they were. Yet earlier that day, I was HOUNDED by 5 phone calls from them (as I am myself with Shell energy) wanting me to install a smart metre. They clearly had the sales force on the prowl but not having enough bodies to deal with queries. Shame on them. Now I am in catch 22 as I cannot speak to them unless I am at my dad's, yet when I am there the phone may not be answered.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-01-24
- Comments
-
Worse experience ever
Many website has been filtered to access
Low speed
Please if someone know how can I complain to other organization to cancel my contract with this unprofessional company let me know.
They ignore any complain.
- 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
- Stirling
- Reviewing
- Shell Energy
- Date
- 2023-07-07
- Comments
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Terrible Intermittent Service. Customer Service is hard to get a hold of - when you do, they are rude.
- Location
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- Location
- Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Friends phone line disconnected today.
She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-17
- Comments
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Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.
- Location
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- Location
- Inverness
- Reviewing
- Shell Energy
- Date
- 2022-12-19
- Comments
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If I could give zero I would. Customer service re my Mothers account dreadful. Tried to close her phone account for over a year. Like talking to a brick wall when you get through. DO NOT EVER USE THIS CO.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2022-06-20
- Comments
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I was one of those switched over from the Post Office to Shell.
Overall, my service has been good with fibre in my area. I don't remember the last time the internet dropped for me.
However, it is near impossible to get them on the phone! Been calling multiple times a day and have been waiting for over half an hour.
I am definitely moving to a more established ISP, with significantly better customer service.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2020-05-19
- Comments
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Extremely slow and unreliable can’t leave the same as the router without it being unreliable. Would not recommend betrer of paying extra and get something better
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2021-11-22
- Comments
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Beware of the Consequences of Dealing with Shell Broadband
As a Customer you will be subjected to horrendous Customer Service which Shell Broadband will Neither apologise For or Compensate Yourself For as a Paying Customer.
You will be supplied with an Inferior Router resulting in the Loss of the Service on a frequent basis coupled with Slow Speeds for over a TEN Month Period which Shell Broadband will NOT Compensate Yourself For as a Paying Customer.
You will be subjected to further Loss of the Broadband Service coupled with Slow Speeds spanning over a THREE Month Period which once more Shell Broadband will Refuse to Compensate Yourself For as a Paying Customer.
Shell Broadband will Fail to implement an Agreement on the Agreed Date with Yourself and will therefore be in Breach of Contract. However Shell Broadband will then attempt to force Yourself to leave the Service Early in order that Shell Broadband can attempt to impose horrendous Terminations Fees.
Extracts of Emails received from Shell Broadband with No Authors Name on the Document how appalling.
Extract ONE
This decision is final ( No Compensation will be Paid), if you leave within your contract term then early termination fees will apply.
Extract TWO
If you would now like to cancel your contract with us Early Termination Charges will apply as you are in contract with us. If you would like to cancel we require 30 days notice for this.
Shell Broadband are refusing to release the Written Transcripts from their Website regarding the Appalling Customer Service dated 26th October.
I insisted that All Communications Must be in Writing on 9th November, However since I have been publishing this occurrence on Social Media Shell Broadband now only appear to want to discuss this position by Telephone where no Permanent Record exists.
Shell Broadband are an extremely aggressive Business to deal with potential Customers PLEASE beware.
I have just posted a Google Review on this Atrocious Company Sunday 21st November. Potential Customers Please Read these Copious Appalling Reviews from Dissatisfied Customers and Stay Well Clear of Shell Energy at All Costs.
Failure by Shell Broadband to provide the Service PAID for on Three Separate Occasions Spanning over Eighteen Months
From January to November 2020 the broadband package failed on a daily basis with copious breaks in the service throughout this period from Shell Broadband.
Eventually Shell Broadband issued a New Type Router which resolved the position albeit Several Months Later. Why did I not receive this Router in January 2020 when the package started?
I stated I required compensation for this Loss of Service But none was forthcoming from Shell Broadband. WHY
From May 2021 to August 2021 again there were numerous instances where the Broadband Failed on a Daily Basis.
No compensation has been provided by Shell Broadband for this Loss of Service either. WHY
Agreement starting on 23rd September was NOT implemented by Shell Broadband WHY
Shell Broadband are now in Breach of the Agreement with Myself for the THIRD Time. WHY
When I have previously contacted Shell Broadband to report these erroneous instances I have been asked to provide My Name, First Line of My Address, Post Code and My Email Address.
When I contacted Shell Broadband on 26th October via the website for the FIRST TIME I was asked for My Name, First Line of My Address, Post Code and My Account Number Not My Email Address.
Shell Broadband then accessed MY ACCOUNT using the information I provided.
After some time Shell Broadband then asked was I still there to which I immediately replied YES
I was then disconnected by Shell Broadband WHY - What appalling service not fit for purpose.
I then contacted Shell Broadband on 26th October by the website for the SECOND TIME
I provided exactly the same information for the SECOND TIME as the FIRST TIME.
My Name, First Line of My Address, Post Code and My Account Number.
Shell Broadband then refused on several occasions to action My request for assistance WHY - what appalling service not fit for purpose.
I stated that unless My Request was actioned immediately I would cancel My Direct Debit with Shell Broadband. My Request was NOT actioned by Shell Broadband and consequently I have cancelled MY Direct Debit accordingly.
When I went onto the website that day I discovered that the same package which had NOT been implemented on 23rd September was advertised cheaper WHY ?
Is this how Shell Broadband regard their established Customers with pure contempt? By offering potential New Customers the same package but considerably cheaper how deplorable.
I contacted Shell Broadband for a Third Time on 26th October this time by phone. Shell Broadband requested that I provide My Name, First Line of My Address, Post Code and Email Address. It was stated by Shell Broadband that My Account Number was NOT required.
No consistency whatsoever by poorly trained Staff during the communications that took place on 26th October.
Shell Broadband have offered a Service that is NOT fit for Purpose on THREE occasions spanning over Several Months - how Abysmal.
Shell Broadband are refusing to Compensate for their Appalling Customer Service and Treat their paying Customers with Sheer Contempt.
Shell Broadband are refusing to release the Written Transcripts from their Website regarding this Appalling Customer Service.
I wish to publish these Transcripts on Social Media so the Public will be fully aware of the Appalling and Aggressive Customer Service provided by Shell Broadband I will update this Page as Events unfold.
Horrendous Customer Service currently being encountered from Shell Broadband
Anonymous Emails being sent by Shell Broadband.
I am currently combating a number of offensive and aggressive Emails from Shell Broadband Staff sent without the Names of the Author how Atrocious. Pure Cowardice on their Part. This is what You can except as a Customer from Shell Broadband beware.
Potential Customers Beware Shell Energy are now threatening to Terminate My Service Stay Well Clear of Shell Energy at All Costs.
- Location
-
- Location
- Davenham Northwich
- Reviewing
- Shell Energy
- Date
- 2019-07-23
- Comments
-
Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...
...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
- Location
-
- Location
- Redditch
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
-
If the owners ever read this.
Please sort out the whole company you are making people unwell with anxiety and frustration.
Mother in law 83 years old,wanted a move from Wales to warwickshire,
Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
We asked for our £60 connection fee returned, which I know she won't get.
Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
I hope something is done, you should not be able to operate like this.
Do not go with this company until they can offer a proper service.
- Location
-
- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2019-09-28
- Location
-
- Location
- Clacton-on-Sea
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
-
I have been trying to sort out a new phone deal with Shell Broadband for my 87 year old mother who is nearly blind and does not need any broadband as she would not be able to use a computer. All she wanted was to use her phone. I have spoken to customer services three times each taking around 45 minutes to get through and then being transfered to someone else !!! It took three different conversations with customer services on different days before I was able to get the new contract and having to drive a round trip of 100 miles each time as they have to speak to my mum to confirm things. I'm far from impressed with their customer services. This could have been dealt with on the first occasion when the package was cheaper !!! My own broadband is with John Lewis. Their customer services took under 9 minutes from initially dialing the number and renewing my contract. Perhaps I should cancel mum's shell contract !!!
- Location
-
- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
-
Awful customer service and extra charges.
We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
I definitely wouldn't recommend shell broadband and will be changing supplier.
- 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.