1,452 Customer Reviews over 37 pages
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- Location
- Northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-04-02
- Comments
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Don't bother with these charlatans. Purchased a broadband package from Shell and was told that I could retain my old phone number. After the service went live they then told me that they couldn't retain it, so now I've lost the number. Also you have to wait half an hour to get through to an operator.
- Location
-
- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2022-04-20
- Comments
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Endless problems with the telephone line - eventually we were unable to receive incoming calls. Telephone customer service representative continually talked over me, not giving me the opportunity to explain what the problem was and was extremely patronising.
I was a Post Office customer for years but the takeover by Shell has been dreadful. Am now in the process of changing provider.
- Location
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- Location
- Northern ireland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!
Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.
AVOID!!!!!!!!!
- Location
-
- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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It is beyond absurd the way this company have treated me. After dialogue with this company about renewing my contract I was assured on multiple occasions that the new rate was in place however they continue to charge me at my old rate hence the multiple staff members I have spoken with simply did not do their jobs as they assured me it was changed yet it has not after multiple assurances. What kind of company employs staff who are simply not doing their jobs and lying to customers? I will now seek legal advice in relation to consumer rights as this company is simply not providing what we have agreed upon in the terms of our agreement. Truly shocking in this day and age that a company treats a customer like this.
- Location
-
- Location
- Northern ireland
- Reviewing
- Shell Energy
- Date
- 2024-02-21
- Comments
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Poor connection phoned them mon week and they said they would do a reset, still as crap as ever. Regret signing up with them! Suppose to be fibrus top speed but I'm lucky if get any signal! I wish to opt out of my contract as I'm not getting what I paid for. Wish I read reviews before getting.
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
-
Complete shambles avoid like covid. Had a dreadful experience from start to finish. Had to go through the ombudsman it's the only way to get money back. They just stop responding on resolver. A shambolic of a service. Full of idiots. Avoid
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2021-09-22
- Comments
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Got forcefully switched from Post Office when Shell bought them over.
Got cut off with no warning and have no indication of why.
They made zero attempts to get my monthly payment.
Terminating contract, my advice to others is to pay a little more if they want any kind of reliable service.
- Location
-
- Location
- northolt
- Reviewing
- Shell Energy
- Date
- 2023-05-13
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2022-08-18
- Comments
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Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can't get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn't help! I just feel they are sitting there having a laugh at struggling customers
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2020-05-12
- Comments
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I have to restart the router at least once a day; most often it needs two restarts to connect to the internet. When it is working the speed is as good as with my previous supplier. Needless to say I will be changing when my contract ends.
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2019-08-14
- Comments
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Biggest mistake to make. Please avoid this company. The broadband only works for a few weeks until you are tied in to the contract and then internet connection is up and down particularly at weekends or evenings when there is no telephone support. Also for each time service is down there is a 48 hour wait for a “technician” to even look at the fault and then the internet connection appears for a couple of days until the process starts all over again and another 48 hour wait. I have to visit family and friends for internet access.
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2020-11-16
- Comments
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Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends.
- Location
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- Location
- Northwest
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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POOR POOR,
Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.
1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can't get a mortgage at the moment.
2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
3. Compensate me with a £100 for the rubbish service.
Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.
- Location
-
- Location
- northwest
- Reviewing
- Shell Energy
- Date
- 2019-03-05
- Comments
-
Having read all the reviews i can only endorse the negative points made by the broadband customers of First Utility.This company should not be allowed to offer broadband as it doesn't appear to be able to keep its promises regarding speed etc plus the fact the customer service is terrible to say the least.It costs a small fortune how they keep you hanging on with only an occasional robotic voice and dreary music for company,this might be acceptable if your problem was sorted by them but alas no this is not the case as all they could offer was an engineer in three days time,no offer of compensation only to be told if the hub has been tampered with the engineer will inform you that his visit will cost you £140. So come the end of my contract its bye bye First Utility broadband and thanks to customer service it will be bye bye to gas and electricity too
- Location
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- Location
- Northwest
- Reviewing
- Shell Energy
- Date
- 2023-07-29
- Comments
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Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.
- Location
-
- Location
- Northwich
- Reviewing
- Shell Energy
- Date
- 2019-11-15
- Comments
-
Honestly the worst internet and customer service I've ever received, joined in August and no internet to this day and still no solution and saying I'm the one that needs to pay to leave! AVOID SHELL LIKE THE PLAGUE absolutely terrible!paid nearly 100 quid for internet I dont have and they want 234 quid to leave it's the worst I've ever seen, and I hope to god shell energy can read this!
- Location
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- Location
- Northwood
- Reviewing
- Shell Energy
- Date
- 2021-12-18
- Comments
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Do not touch this company with a barge pole!!! I signed up with Shell Broadband on the Superfast package. The connection kept dropping and after complaining on numerous occasions they finally sent an engineer out for which they charged £65. In the end I got Ombudsman involved who then got Shell to send me a letter of apology. At one point they agreed to waive the engineer's call out fee of £65 but then they retracted their offer and debited my account with £65. Stay away from Shell broadband--rubbish broadband and even worse customer service!!!!
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Location
-
- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-09-28
- Comments
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Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-03-30
- Comments
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Had this for over a year, always had intermittent disconnection issues and looking forward to the contract ending so I can find another provider.
I had to hassle them for months to get the freebies and vouchers offered under the sign-up deal, was hard work.
The thought of trying to correct or report the issue makes me want to cut my wrists so I've never bothered.
Vote with your feet is my motto.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2022-04-25
- Comments
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Avoid Shell Broadband at all costs .
Mis sold package 8 months ago charged me for fibre which has never been installed. Customer service a waste of time , just sitting in a queue to speak to someone… absolutely shocking AVOID !!
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2020-10-29
- Comments
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Terribly unreliable and very low upload speed. Never had issue with BT. High cancelation fees would avoid
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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Avoid at all costs!
Liars, broadband is shocking and the customer service is appalling. Will be leaving as soon as we can
- Location
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- Location
- Nottd
- Reviewing
- Shell Energy
- Date
- 2023-12-02
- Comments
-
Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-05-24
- Comments
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By far the worst company I have ever dealt with. 10 months with broadband so slow and unreliable I have to turn WiFi of on my phone to get internet. Customer service have no interest in fulfilling the contract. Horrible people and a horrible company. I don't understand how they are allowed to trade like this.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2019-09-07
- Comments
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Please avoid this company. I originally just had gas and electric through Shell (which was First Utility then) and I've had no problems with that. I received an email offer to join their super amazing brilliant broadband... Which I fell for. It's only a little cheaper than my previous provider.
The broadband drops all the time, unable to connect more than one device. I've had an open complaint for around 2 months now and still not resolution. They've sent me 2 replacement routers that are meant to be the best they have. It's made no difference.
There's no online account service for broadband which makes things difficult. The email responses are slow and repetitive. Usually reply with "please confirm this is what you're asking" although I couldn't have been clearer in my complaints. Feel it's just constant delay tactics to deter you from continuing with a complaint.
Terrible service all around, will never use again.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-04-20
- Comments
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Atrocious speed, intermittent connection and the worst customer services I have ever experienced. It's taken 9 months for them to put some effort into improving my connection. I doubt they would have done that but for the bad reviews I given them on sites like this.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-04-29
- Comments
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I haven't had useable broadband since signing with shell. No smart TV, no software updates, no doorbell alerts, no surveylance cameras, no netflix. Even to the extent that I have to switch off WiFi on my phone to use internet. Month 9 now of paying for something that they have no intention of supplying. Don't make the same mistake I did. This company are basically fraudulent theiving scum.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
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Possibly the worst service provider I have ever had to communicate with.
Upgraded with Shell broadband as I couldn't access the internet with the previous shell wifi. Was told that on the 31st of May I would receive a wifi box. It is now the 8th June and I have had no correspondence or wifi boxes, despite still being charged.
Spoke with 4 different customer service agents and had been told to wait in on numerous occasions and promised the box would arrive, still to no avail.
It is a nightmare trying to get compensation for the days I have had no service.
Avoid shell broadband at all cost; terrible internet and awful service. I don't think the people working at Shell even know what day of the week it is.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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Was a post office customer thrown to this incompetent company I have never had a worse experience with a company start to finish no one knows what there doing, cannot answer a simple question when asked maybe other are lucky I had sleepless nights, rang four times one day four different answers to same question
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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I've been using different providers over the years and Shell Energy is the worst.
The connections have akways been unstable. For three times during last year, it's dropped for two or three days, becuase They couldn;t fix it over the phone, and could only send their engineers at least after two days.
Their customer service phone lines have been always busy, so did their online chat. I've been waiting each time calling them at least 30 minutes, and one time more than two hours online.
There was no help available from Saturday night. I had to purchase three times data add-ons to work on my mobile. I was told there was no compensation even I complain.
Finally, they claimed that they sent me the Tracked48 label by email but they never did. And now I'm calling them again, and waiting again online for their response, even now that I've left them!
I'd strong recommend to avoid them at all cost!
- Location
-
- Location
- NOTTINGHAM
- Reviewing
- Shell Energy
- Date
- 2024-02-22
- Comments
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Absolutely appalling service constantly dropping out and no connection. Not receiving the service I pay for. Avoid Shell energy, do not even consider them an option.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn't wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn't.
I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs's has been a very poor experience.
- Location
-
- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-04-15
- Comments
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Couldn't recommend this company ever month chasing them for a bill was a post office customers before shall be looking for a new supplier full of false promises never get paper work just a nightmare each month will not admit there's a issue with the billing
- Location
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- Location
- Notts
- Reviewing
- Shell Energy
- Date
- 2023-01-21
- Comments
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Connected to broadband on 16.1.2022. By 05.01.2023 I was having problems with it dropping out. BT Openreach came out and nothing wrong with the line coming into the house. Shell have tested my line everytime I phone them, they have split the router to 2.4 & 5Ghz. Still kept dropping out. Then advised that nothing else could be done.When I said I wanted to cancel they said they would charge the early cancellation fee (nearly £300) because I had used their service. Apparently 8 devices connected to it (3 lamps, laptop, Alexa and phone. Another phone and a Firestick were not on the property at the time of my conversation). Just read that typically 255 devices can be connected to a router via wifi.
- Location
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- Location
- Notts
- Reviewing
- Shell Energy
- Date
- 2022-05-25
- Comments
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Terrible service, cancelled, now cannot get money owed paid back.
- Location
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- Location
- Nr. Swansea
- Reviewing
- Shell Energy
- Date
- 2022-12-12
- Comments
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Although there's been some awful reviews posted about Shell broadband I can only speak as I find, was originally with Post office broadband till Shell took them over, haven't noticed any difference in broadband speed or reliability issues,still satisfied with the service I'm getting, the only gripe I've got is if you need to contact them by telephone be prepared for a very long wait before an agent your call
- Location
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- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2021-02-27
- Comments
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By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period.
Please keep our speeds coming at 78mbps download and 20mbps upload. so far so good. No help was needed, easy to setup and easy to connect. I can't thank Shell enough. It has been an easy transfer from our old provider to shell. Great experience so far.
Thank you Shell Energy
- Location
-
- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2020-01-09
- Comments
-
********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
- 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.
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