1,452 Customer Reviews over 37 pages
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2023-07-25
- Comments
-
I was with shell energy for over 2 years, started to work from home so internet for me was essential, however when I moved home I was disgusted by their service, switch was supposed to be in place on day 1 the next day nothing worked I called and they said wait another day, called again the next day as nothing worked. They told me that in 2 weeks openreach will have a look and they will let me know, 3 weeks after switch day, I've been told that they have to cancel my order and replace it with another the same one, which will take at least another 2 weeks. When I called to cancel they haven't even tried to apologise, they was just happy to cancel
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-08-26
- Comments
-
I have renewed my contract. The new one starts before the existing contract expires. I've been contacting Shell Broadband to correct the issue but all I receive is an automated acknowledgement.
- Location
-
- Location
- North Ayrshire
- Reviewing
- Shell Energy
- Date
- 2017-09-29
- Comments
-
Early days.
We wanted it connected before we left for a break but they were unable to make the date by two days so we contacted them.
The first attempt was not so good as the guy we spoke to said, no worries, we will get someone to call you back within 2 days. SILENCE!
I called back and spoke to a "Zoe". She apologised and then promptly sorted it.
The router arrived early, thanks, Zoe. I was able to configure it to match my old network and on the go live day, up it came and all looks good.
Have not used it much yet but so far, so good.
The call centre staff do, seem, rely on unseen technical staff, Zoe had to ask them a question that I wanted answered. Now it may be a case of "Chinese Whispers" but she was given an incorrect answer.
I will update when I have more use.
Conclusion.
Simple to buy, seems a good price, very helpful staff mostly, works and the company seem to want to keep me happy. Nice.
- Location
-
- Location
- North devon
- Reviewing
- Shell Energy
- Date
- 2022-10-30
- Comments
-
Have shell broadband which took over post office broadband. All was well with po broadband then broadband got slower and slower so gave up logging into my emails then shell took over , utter rubbish threatening to shut email down , yes I dnt use it because it’s too slow takes 45 mins to upload the page , then my father has the bill in , bill due 21st October 2022 received letter 29th october2022 , I recon this company sends bills out the day they are due in bulk for Royal Mail to deliver , got three threatening txts from shell pay up or else , how they got my mobile number I never know
Signed up BT , if want hub back I will not be paying the so called £35 ! It was free from post office anyway !!
- Location
-
- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2021-01-13
- Comments
-
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!
- Location
-
- Location
- north Devon
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
-
Oh dear on phone sorry to keep you waiting over 1 hour and still waiting will be changing as soon as the post office contract is up.
- Location
-
- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
-
Awful, Been charged more than double for last two months, Still unresolved, Customer service online chat useless, Broadband service bad anyway, cannot wait until I leave them.
- Location
-
- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
-
I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service
- Location
-
- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
-
I am sending this review on behalf of my Father in Law WHO is 90 YEARS OF AGE, he has never had broadband in all his long life, he had a post office phone which was ta k over by shell, he decided to have his phone removed as he never used it,shell are now sending him threatening letters demanding that he must return their router ( which he never had) now they are saying that they will remove £35 from his account (ILLEGAL) because he hasn't returned this item that he has never had.
We have rang them 3 times and they AGREE that they have never supplied broadband to his property, but yet these threating letters STILL turn up.
What a disgusting company and if they carry on in this matter we shall not hesitate to SUE them.
- Location
-
- Location
- North Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-08-23
- Location
-
- Location
- North Lincs
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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Absolutely useless. My 80 year old mother has been constantly chased by them for payments she has already made and threatened with being cut off - happens every month. When you try and phone customer services they don't know what they're doing - you have to wait over 45 minutes to get through and they usually cut you off anyway. It's nothing short of harassment - I've never known such a useless company
- Location
-
- Location
- North tyneside
- Reviewing
- Shell Energy
- Date
- 2018-08-10
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
-
Need an option for zero stars here. I am trying to deal with a query about my account after it was transferred from Post Office Telephones to Shell Energy. The best description of their customer service is that it is non existent.
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-12-13
- Comments
-
Update on previous review
Now been without broadband for 10 days.
Supposed to be fixed by 23rd December which is another 10 days away.
Not proactive at all in any way shape or form.
Do not go with Shell as your provider whatever you do.
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
-
I was with the post office, then she'll toothpaste over, now extremely slow, rarely able to use laptop, can use mobile which is better than it was this was due having a replacement rooter, buti gave up hoping for better, also they changed my number when they gave me new rooter, now I find I'm ex directory, no one can now find my number as they no longer add the number to the directory, not a service they offer according to customer service I rang today, can't wait until my contract is up, they are appalling.
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2021-11-22
- Comments
-
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
- North Wales
- Reviewing
- Shell Energy
- Date
- 2021-11-22
- Comments
-
The connection has never worked properly since we switched. Average connection speed is 0.5mbps and line drops out on a regular basis. Never had this before. Contacted customer services about the issue and they eventually got back to say that they will look at the line. Next I had an email telling me it was fixed. Nothing has changed or got better. I raised a complaint and had an email saying the complaint was now closed. Hours later I had an email acknowledging they had received it. SO they closed it before even confirming its receipt.
I'm paying to get out of the contract as I need to have a reliable connection for work and because I am disabled. AVOID
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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Lost broadband services for four days last month due to faulty router.
Currently have had no broadband for four days (and counting) this month due to a line problem.
I'm terminally ill but don't meet their criteria of being vulnerable.
They offered the paltry sum of £3.68 as a refund for being without the service for four days.
I live in a large stone house and the router they provide is not good enough to allow internet access throughout the house. We have to use TP Link plugs to enable internet access throughout the house.
They also give us that "mid-contract" price rise.
Would never use them as service providers again.
- Location
-
- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-12-16
- Comments
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Despite having problems since our contract started (8mths ago), Shell Energy has not fixed our problem. There is nothing wrong with the BT line, that is always reliable, the problem is with the 'not fit for purpose' wifi router that Shell Energy provide for their customers. No wonder it's cheaper - it doesn't work. We are not totally without broadband for all our devices except for this laptop where I have plugged a wire into the router. We call Shell Energy today and used their call back service. They haven't called back. We are beside ourselves and have no choice but to source a provider and pay two providers - one Shell for a non-service, and our new provider who we know will be more reliable and we moved from them to save £3 per month by moving to Shell. Worst broadband mistake we have ever made
- Location
-
- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-10-16
- Comments
-
Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
- Location
-
- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-05-08
- Comments
-
Appallingly poor service from a company whose staff seem trained specifically to argue with customers on every point instead of listening to their concerns and addressing the issue diligently an fairly. They've tried to walk all over my consumer rights, despite admitting their many errors and "service failures" and their staff have been plain rude most of the time. I would love to see their reporting statistics because they failed in all of their callbacks to me up until I escalated the issue to their executive team. My best advice to anyone with an issue is to look at the Consumer Rights Act 2015 and the things a company must do when it cannot meet it's own obligations under a contract.
- Location
-
- Location
- North west
- Reviewing
- Shell Energy
- Date
- 2023-06-14
- Comments
-
No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.
- Location
-
- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-07-01
- Comments
-
Broadband from Shell energy is the worst broadband we have ever used. The wireless router is so unreliable, Shell Energy advised us to use wires throughout the house!!! The signal is totally unreliable, as it comes and goes between 2-10 times per day. It's a terrible broadband facility and I cannot wait to get out of this contract. Only 9 and a half months to go. Please don't set up a contract with Shell Energy, unless you want no end of disturbances and stress. It's the worst broadband decision we have ever made
- Location
-
- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2023-11-08
- Comments
-
Service level atrocious.
Only company using BT line that can't transfer a BT landline
Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
Cancelled with them
- Location
-
- Location
- north yorks
- Reviewing
- Shell Energy
- Date
- 2022-10-28
- Comments
-
was moved to shell from post office, I pay quarterly but bills arrive 2 ays past paying date, customer service non existent, no response to email, online account never avaliable, they seem unable to get my bills to me on time but can get threating letters about non payment to me two days past due date !, how can I pay on time if like last bill dated 6th october arrives 22nd october?, if you reach customer services they say they will put you through to someone who can deal with my problem and then hang up, total waste of time, should not be allowed to trade.
- Location
-
- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
-
Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps - at the time of writing this, it is just 9.59 - going to contact customer services today for an explanation.
- Location
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- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
-
Got migrated from Post Office to Shell and at first noticed no signifcant change HOWEVER in the last few months had very slow speeds (1mbps or less) and frequent outage. Had an Openreach engineer call, told a problem outside of premises and fixed the problem. Here we are 4 weeks later and have now got exactley the same problem. Have carried out both Shell and Ookla and showing broadband as Talk Talk - thought I was buying Shell but...... The service is absolutely crap so BUYER BEWARE, go to BT/Plusnet/EE - all under same umbrella I'm told and I'll be looking to leave Shell ASAP.
- Location
-
- Location
- Northallerton
- Reviewing
- Shell Energy
- Date
- 2022-09-01
- Comments
-
This company is a disgrace. The internet is slow when it works which is rare, the customer service is horrendous we had one customer service agent hang up on us when we said we wanted to leave the company, do no recommend I’d rather use a carrier pigeon than use these bunch of arseholes again
- Location
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-25
- Comments
-
I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
If I could give them a minus star review it would be minus ten!
- Location
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2024-01-04
- Comments
-
On 28TH Dec, I switched my broadband to shell energy Full fibre 200 broadband with an average download speed of 207Mbps. When checking the speed, I only get 60Mpbs - 95Mpbs speed only. With my previous provider, I got a minimum speed of 95Mpbs. On 29th Dec, I complained to customer service, and they told me, it will take three days. Today is the 8th day and there is no change. I complained again but they took no action. I am disappointed and do not recommend Shell Energy Broadband. It is a waste of money.
- Location
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- Location
- NORTHAMPTON
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
-
Don't do it. They give you a 14 day opt-out option - what they don't tell you is that that expires before the service gets activated!! So, if it's god awful once live - they reply with 'there will be a cancellation fee'!!!
Even the CS agent knew it was a scam, 'most people just scream at me about it' he said!!! 30 mins to get through to tech support, tried to blame my devices first (of course) then had to fix it.
Avoid. Use pigeons instead.
- Location
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2022-06-20
- Comments
-
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
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2019-12-31
- Comments
-
No customer service and no broadband service. I'm leaving!
Also, just called the cancellation line and they hung up on me straightaway.
This company is a SCAM.
- Location
-
- Location
- NORTHAMPTON
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
-
Router is a post it note - no reach - bought a booster.
Connection is unstable - constant drops.
Customer Service is awfull beyond belief! Won't talk to you - don't reply to email equieries even if replying to their customer service ticket. Don't do it!
- Location
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-06
- Comments
-
I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
- Location
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2023-07-26
- Comments
-
Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best
- Location
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2018-06-21
- Comments
-
Do not move to this company for broadband. We were energy customers of First Utility & thought we’d save money by moving to them from BT. Nothing has worked since. We have had 2 routers & a BT engineer out. The line is fine & the old BT Wi-fi worked perfectly. The Wi-fi doesn’t work, the kids can’t play on the PS4, And we’ve used all our 3G allowances on phone as a result. This has been nothing but grief. We have refused to pay so far & they now want to charge us over £200 for an early termination fee on the contract, for a service they haven’t provided. The customer service just passes you around the houses & any decent company would have the good grace to allow us to move on. The manager is not available to speak and apparently will call us back in 48hrs. The representative told me that she’d tell me the same thing though. Avoid this provider unless you want stress & grief. Worst provider of any service I’ve dealt with. Will also be cancelling my gas & electric with them as a result of this.
- Location
-
- Location
- Northamptonshire
- Reviewing
- Shell Energy
- Date
- 2020-09-14
- Comments
-
Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
- Location
-
- Location
- northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-03-15
- Comments
-
AWFUL!
I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.
I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)
I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.
I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)
DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.
THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!
AVOID.
- 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.