1,452 Customer Reviews over 37 pages
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- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.
- Location
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- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2021-09-15
- Comments
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I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE
- Location
-
- Location
- Mytholmroyd
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Absolutely terrible customer service that won't deal with complaints or agnolage/engage them.
- 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
-
- Location
- N/a
- Reviewing
- Shell Energy
- Date
- 2023-08-19
- Location
-
- Location
- N/A
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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Spent the last two months trying to get a bill from them, constantly fobbed of with "it's running late" then received a text message demanding money saving service would be cut off, can't pay in post office without a bill! Customer service are absolutely utterly useless. Contacting ofcom
- Location
-
- 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
- Ne158pl
- Reviewing
- Shell Energy
- Date
- 2023-04-29
- Comments
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Shell says you have 28 days to change your mind, when you ring up to cancell ur broadband the say the will charge you £247 fees unless you give them 30 days to try and fix your problems, they are a load of bull, don't do it.
- Location
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- Location
- neath
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
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the way you handle the relatives of deceased loved ones when sending a final bill, you make the bill look like people owe you money, you even put on a pay by date, lucky i noticed after paying your company, that you owed the money to myself and not the other way around, i had to phone to complain, how many people have fallen for your little tricks on making people think you owe the money, like myself, clearly out to swindle greaving, the vulnerable and the elderly , you must be making millions out of the most vulnerable people, shame on you
- Location
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- Location
- Needham market
- Reviewing
- Shell Energy
- Date
- 2024-03-23
- Comments
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I have never experienced such a poorly managed team. Calls get cut off with no call backs and the internet speed is pathetic.
I am happy to say I have found a new provider and the speed is amazing, so is the level of service.
My advise is DO NOT GO WITH THIS COMPANY,
Complete waste of time..
0,,, effort to help resolve any problems..
- Location
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- Location
- New Cross
- Reviewing
- Shell Energy
- Date
- 2019-09-16
- Comments
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When I first purchased Shell broadband, I thought it looks decent. I was previously with Sky broadband. For the past 24 hours, all of a sudden, my internet stopped working on my laptop and phone. I called Shell I was told that someone will call me back. Nothing. It's frustrating because I work from home. I have to go Internet cafe just to work. Ridiculous. Really angry. I regret coming off sky.
- Location
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- Location
- New Forest
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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Taken over PO account. The basic functionality of the broadband service remains OK. Shell customer service is abysmal. Trying to contact Shell is made as difficult as possible and when you contact them the so-called customer service is extremely time consuming and unhelpful to the customer. Shell appeared to have starved customer service of resources the resultant image a customer gets is of a company that frankly doesn't care. I’m really not sure if I will renew the contract in 2023 – there seem to be lots of other more professional companies offering very competitive prices and on Shell Energy’s general performance I certainly couldn’t recommend the company to others.
- Location
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- Location
- new Malden
- Reviewing
- Shell Energy
- Date
- 2019-09-18
- Location
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- Location
- Newburgh
- Reviewing
- Shell Energy
- Date
- 2023-01-13
- Comments
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Just joined shell absolute shambles of a company.one month in phone issue now broadband drops out every ten minutes
Blames me for having to many devices but I can leave if I cough up 280 pounds
My advice don't use there broadband
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2020-01-21
- Comments
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The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made.
Initially the router they provided me can only be described as unfit for purpose. Additional expense of around £100 to buy my own router which made things marginally better.
Constant drop off in the Internet
Made streaming, gaming etc a nightmare but when your tied into a 18 month contract you just need to grin and bear it.
Since going back to BT Shell are charging me a disconnection fee of £15.00 regardless if you out of contract and have also stated there will be a £35.00 charge if I don't return their router in perfect working order.
My advice would be while their deals may seem a little lower the service you get is extremely poor.
In today lifestyle I've become reliant on broadband for paying bills, booking doctors appointments/prescriptions etc so trying to do the most basic of chores can become quite frustrating.
Please do take notice of their terms and conditions as they will charge you at any opportunity.
When you do get to speak to a customer service depot whilst being very polite will not accept any fault and will blame open reach
Since returning to BT I can only describe this as shear bliss with absolutely no problems so this can only lead me to the conclusion all the issues I had to deal with were actually down to shell
Do your self a favour if you're considering Shell and look else where
BUYER BEWARE!!!!!
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2022-11-17
- Comments
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Tried to sign up online but had an error saying my phone number wasn’t recognised with my address so called to sign up. Thank goodness i did as their customer service is just appalling. Rude and bored sounding person on the other end who tried to tell me I didn’t need a landline then when I said I did told me about a much more expensive product and said that was all I could have. I asked her to clarify and she told me I couldn’t have any package and hung up!! Honestly dreadful. Avoid avoid avoid.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2023-09-21
- Comments
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Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2023-08-01
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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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.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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Absolutely shocking don’t attempt to play any console games with this connection....! It’s terrible! Doesn’t even reach my kitchen which may i add is 2 metres away! The whole lot the price and the results are absolutely ridiculous and so not worth the bad head...
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2020-12-12
- Comments
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I am coming to the end of my contract and will be leaving asap. I have to restart my router about once a day because the service keeps dropping. I have never had this with any other service provider. Shell's offer of fibre for an extra £2 a month would have been tempting but I am sick of constant problems. Be warned; do not go with Shell.
- Location
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- 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
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- Location
- newcastle upon tyne
- Reviewing
- Shell Energy
- Date
- 2021-03-31
- Comments
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Shell Got to be worst Company for Broadband , Be aware Warning , Do not Sign up , Problems, Breached Section 6 ,SECTION 7 FCA rules and Poor Customer Services , BLAME customers for their Inadequate Customer Service , Threats of £70 Engineer To cone out , Go will BT Sky , NOW TV , you're Warned
Regards Alan.x
PS Threat of early termination fees ££185 even if YOU GIVE standard 30 days notice
SHELL A NIGHTNARE , AVOID AT ALL COSTS
Pay a little MORE for Decent Suppliers
- Location
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- Location
- newcastle upon tyne
- Reviewing
- Shell Energy
- Date
- 2022-10-02
- Comments
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Had this internet 4 days now its crashed spoke to a women after 45 minutes didnt seem to know her arse from her elbow going back to ee.
Do not under any circumstances sign up with these clowns
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2022-11-10
- Comments
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My broadband was transferred from the Post Office to Shell and I can only describe this company as not fit for purpose.
Due to the area where I live I can only have the standard package, which was fine when I was with the PO, but not now.
The download speed over the last month has averaged at just under 6mbps and the upload 3.5mbps
I cannot watch catch up on the tv without constant buffering, during work meetings I have to turn off my camera, or drop out altogether.
I have spent hours trying to get to speak to them on the phone, but no luck, the online chat is not working more often than not.
The whole experience is very frustrating. I wouldn’t recommend Shell as a broadband provider to anyone.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2021-12-15
- Comments
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Woeful. Has caused me no ends of problems with work. Most of the time I have to use my phone as a hot spot. Ended up having an interview on my iPad because the internet fell off.
Terrible customer service. Tried to complain then cancel as it wasn’t working. They stated they would have to charge us.
My current account closes 5 days from post of this review. Broadband has completely stopped. Now on hold to customer services for 24 minutes.
AVOID
- Location
-
- Location
- NEWCASTLE UPON TYNE
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.
- 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
- Newent
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Location
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- Location
- Newmarket
- Reviewing
- Shell Energy
- Date
- 2018-07-22
- Comments
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No customer account on website, very low quality customer service, they will never answer your phone call when you want to report broadband issue. Very bad broadband reliability - I have many internet connection cut outs every day, and still company is doing with that, and of course - they are taking money for that pathetic service.
- Location
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- Location
- Newport
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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My mother upgraded her broadband and Shell asked that she return her previous router, promising to send SAE packaging. It never came. She chased. Ditto. She'll charged her £35 for not returning the router, so she chased and they promised to refund and send packaging; they didn't and refused to refund. Its a catch 22-they won't send packaging, so are fining my mother for not returning the router. Utterly corrupt. Avoid Shell and go for another provider unless you want to be charged for not returning your old router irrespective of whether you seek to do so
- 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
- NEWTOWN
- Reviewing
- Shell Energy
- Date
- 2024-02-07
- Comments
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Poor is the word. In this day and age the service should be excellent with no need for lengthy problem solving, interference ? use wired connection? and so on. Automatic changeover from PO broadband such a shame.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-03-25
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
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Can't even login to my account. Was transferred to Shell when Post Office sold their phone and broadband to them last year. They must be the most incompetent providers on the market. Deal ends soon so I'll be outta here!
- Location
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- 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
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2018-11-22
- Comments
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Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-04-25
- Comments
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I joined shell due to a promotion via SAGA.I then lost all internet one day about 7 weeks ago, which is very bad as I work from home. I phoned shell, waited 45 minutes for a response. They told me they would speak to OPenreach, but "if the broadband was working when Openreach arrived they would charge me £60". That evening 3 of my neighbours, (Only a few people live along this quiet lane)said they had the "no internet" for hours issue, and had already spoken to tHEIR supplier, so Openreach were coming already. In fear of THEIR engineer fixing the line before my engineer arrived,and me being fined, I called Shell and said cancel as Openreach were coming anyway. Openreach failed to fix it. The internet has now been lost for me and my neighbours EVERY day from 11.a.m to late at night for 7 weeks! For 7 weeks endless engineers have been visting the Drove, and nOT fixing the issue. MY neighbours have been given new routers (which didn't fix the issue) and also compensation; I have not as I was naive enough to cancel, a dnot waste people's time as engineers were coming anywa. I decidedto phone Shell again, they could surely SEE that the line/my internet for which I was paying had been lost every day for 7 weeks. MY neighbours (with B.T.) could access the internet logs to show the history of the "drop outs". My rotuer does not allwo that, so I asked Sheell (another 40 minute wait) for the information to back up my complaint. They cut me off, and didnt phone back. 3 days (of no interent!) later I phoned, complained, and was promised they would get the logs to me by "2pm that day at the latest". 4 days later still no contact. I then wrote an angry letter to "Complaints" that they had not fixed the internet, not offered compensation, not apologised, and not got back to me once. That was 2 weeks ago. So far I have yet to have ANY reply or ackowledgement whatsoever; they do nothing at all. Other than still taking money from me every week for a service they are not providing, and a customer help line that doesnt help, and people who promise to get back to me who never do. I have sent one more email cataloguing this appalling sequence of disgraceful "service", demanding the record of my dropouts so that I can send to the ombudsman, and to show their financial dept to verify my just desire compensation. I have still had nO response or apology or contact of ANY kind from anybosy in their "organisation". NO RESPONSE whatsoever. I am now having to seek out the address of their C.E.O to find out why their help line does not help people, why whoever runs their help line does not sack the so called helpers. I was in management for 28 years, I have truly never EVER known such complete lack of interest or effort or respect to a paying customer in my entire life. They are a total disgrace, and simply should have their licence taken away as a provider. I can only assume they are refusing to rspond because they know that once I have the evidence of the hours and days of lost interent they are aware that will take it to the Ombudsman, Gloria Hunninford "Rip Of Britain", and anywhere I can. To NOT even respond is simply unacceptable behaviour, and I have written to and spken to 4 different individuala, all of whom promised to get back to me with the logs etc, all og whom presumablty then put the phone down and tore up the complaint. So it is not one bad apple. It is symtomatic of the entire appalling "organisation". Yes, I am furious. Do NOT go anywhere near this disgusting 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.