1,452 Customer Reviews over 37 pages
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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Shell Energy Broadband rip-off
By far the worst, unprofessional so call company provider. As from other reviews, i.e. Internet connection not too clever 1st year when calling up to notifying about their Internet connection, you get charged for this call. However, after my one-year contract, phone calls are now three. After having so much trouble I have decided to get another provider, notice was given. However, after my cancellation, they continue to take payments. I did lodge a complaint and received a reply within the same day, saying that they looked into it and I will be getting a refund. However, no refund 2nd month another payment taken after sending emails and phoning no refund. Another complaint was lodged after speaking to the adviser, asking me to provide evidence that I have no payment. Therefore, I sent my bank statements, in which clearly shows no refund was paid then I received one payment of £18.99.? However, my payment was £19.00 a month. I don’t know where they got that other figure from 2 months on receiving phone call from receptionist I requested to escalate my complaint several times and also by email. Eventually supervisor did contact me. I inform the supervisor that I requested to speak to somebody in authority. However, this was refused to have received another payment of £16..... An outstanding balance over still owed after 3 months of £2... As this has now affected my health is costing me money by phoning them, etc I will not follow it up as I find this organisation very rude, unprofessional and never fulfilled their promises. I don’t know if it’s just a rip-off or unprofessional people. However, shame on shell energy broadband, unbelievable.
- Location
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- Location
- Walsall
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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Honestly - don't bother! I hardly ever leave bad reviews but Shell Energy Broadband are the worst. I'm meant to have fibre broadband but my speeds are always between 1-3MB. I asked them for help several times and they either told me that it was a problem in my area (it wasn't) or tried to charge me to get someone to come and look at it. I've finally cancelled and found a better provider. But despite being out of contract, they've still charged me £12 for the pleasure. Terrible.
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2021-07-21
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2021-07-21
- Comments
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Terrible internet service & customer care. Internet signal constantly drops out & WiFi reception around the home is limited to the room with the router only, which is unreliable too. Called customer service & they were rude, made excuses for constant bad signal (e.g. using too many devises at once- only me at home so only one ever used at one time) & came up with silly suggestions to fix the issues. I gave them the opportunity to resolve before swapping to another provider. Shell informed me it was my phone line, I now have a new provider with excellent service & guess what- no issues with my line. DO NOT go with shell energy broadband
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2021-07-16
- Comments
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I recently left Shell Broadband having completed the minimum term on the contract and have just received a threatening email telling me to return my router or face a £35 charge. I never wanted their damned router in the first place as I have my own far superior router and have not kept their useless piece of junk. Now they want me to pay for the POS!
- Location
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- Location
- Coatbridge
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
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Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
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Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-07-06
- Comments
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I have had no problem with Shell broadband. Customer service very helpful when needed. No extra charges for anything and very affordable. I will have to wait for my 12 month contract finishes to see if I need to swop. But so far - no complaints.
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2021-07-05
- Comments
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It was slow then it was still post office didn't think it could getting any slower boy was I WRONG. It is the slowest internet iv ever had. Constantly cutting out. I'm so glad my contract ends this month so I can leave. DO NOT GO WITH SHELL ENERGY unless3you like banging your head against a brick wall.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2021-07-04
- Location
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- Location
- Duns
- Reviewing
- Shell Energy
- Date
- 2021-07-02
- Comments
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Literally the worst and most expensive boradband provider I have ever had the misfortune of using. Terrible and rude customer service. Huge expense for the new router. Drop outs are endless. Dont even bother trying to explain anything to the staff as they are terribly rude and offer no help. If I was them I would stick to destroying the planet by drilling for oil. DO NOT go with Shell.
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-07-01
- Comments
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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
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- Location
- Sidcup
- Reviewing
- Shell Energy
- Date
- 2021-06-28
- Comments
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Customer service appalling. Broadband reliability non existent. Patronising customer service
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2021-06-27
- Comments
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Absolutely awful company in every way. Been with them 4 months so far, still no connection to the internet, they will trap you into more charges in every way they can. Avoid getting into a contract or engineer visit, is going to end up costing me hundreds for nothing but stress, no connection & extremely poor customer service. Believe nothing they say….
- Location
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- Location
- Kelly
- Reviewing
- Shell Energy
- Date
- 2021-06-24
- Comments
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The worse company I have ever come across , appalling customer service they have no idea about broad band and constantly huff and puff on phone before conveniently being cut off , tried to persuade me to buy extra connectors costing over £8p to help with my wireless problem but when the engineer from BT came out they confirmed that Shell had turned my wireless connection off purposely. Please avoid avoid avoid . I cancelled eventually due to no internet service at all !!!!’
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-06-21
- Comments
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NO stars for this company, it is shame not having no stars! The 4 people I have got in touch do not have any idea how to resolve problems apart than cancelling my order! Really bad
- Location
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- Location
- Wrexham
- Reviewing
- Shell Energy
- Date
- 2021-06-15
- Comments
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The wifi signal has limited range compared to BT. Once I am on my patio, signal drops. I used to be able to access wifi anywhere in house and garden with BT. Also Shell blocks the use of 18866 service for cheaper international calls. Customer service were not able to resolve these issues. I am sorry I moved to a cheaper but poorer provider.
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2021-06-15
- Comments
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I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.
The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2021-06-08
- Comments
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Worst provider ever, customer service is diabolical.
- Location
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- Location
- West sussex
- Reviewing
- Shell Energy
- Date
- 2021-06-01
- Comments
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WORST BB service provide. They send out faulty equipment and try to charge you for it. Never received broad band very slow to repair and customer services over the phone is appalling. Don't waste your time, the offer is to good to be true. Not even worth the 1 star.
- Location
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- Location
- Brierley Hill
- Reviewing
- Shell Energy
- Date
- 2021-05-25
- Comments
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I do not recommend crooks do not keep their word. They impose additional fees.
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2021-05-24
- Comments
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AVOID
This was the worst broadband experience I have ever had in my entire nearly 40 years long life.
Avoid Shell energy as a provider. They have a micro additional charge for everything. They lack basic services like changing a name on a contract. Customer care doesn't even listen to you when you query something. There was no single day when the internet would just break for some period of time. Often restarting the router wouldn't do anything. Speed was pathetic up to 6Mbs while promise was 20Mbs. also the cost £31 pm for an absolute joke of a service. I am immensely relieved I can cancel. Never looked forward to changing the provider so eagerly.
At the end you also have to post back the router.
- 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
- Aylesbury
- Reviewing
- Shell Energy
- Date
- 2021-05-18
- Comments
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Avoid avoid avoid the worst company I have ever had the misfortune to deal with. Unhelpfull and rude customer care team, non existent connection then had the ordasity to demand £315 cancellation fee for not receiving a service.
One star is too good for this company my advice is to look for a different provider.
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2021-05-17
- Comments
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Absolute rubbish.paid for higher speed and it's exactly the same
It's a big con
- Location
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- Location
- Cheshire
- Reviewing
- Shell Energy
- Date
- 2021-05-14
- Comments
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Couldn't be happier. Get 34MB most of the time and haven't had any connectivity issues
- Location
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- Location
- Whitstable
- Reviewing
- Shell Energy
- Date
- 2021-05-09
- Comments
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completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-05-08
- Comments
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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
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- Location
- AXBRIDGE
- Reviewing
- Shell Energy
- Date
- 2021-05-05
- Comments
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I just moved from shell broadband,started with new suppler on 8/o3/2021 had to have new connection fitted for super fast broadband,shell are going to bill until the 25th April, what a scam ..Have to pay for 2 suppliers at the same time ..
- Location
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- Location
- Sutton
- Reviewing
- Shell Energy
- Date
- 2021-05-04
- Comments
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Absolutely *****! Internet keeps dropping in and out nothing but problems. But quick enough to suspend you when your a few days late with a payment but they can make you go without internet for a week or more!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
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Recently spent over an hour on a phone call to Shell Energy to let them know I was moving house. I was informed that I owed them £180!!! Cancellation charges apparently because I wasn’t transferring the internet to my partners house as he already has internet with Sky! I complained and got the charges reduced to £80. Read the small print and the “27” pages of terms and conditions folks! Better still find another internet provider. I certainly won’t be going back
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
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If you like wasting your money on things like me clearly! SHELL IS THE WAY! I’m thinking maybe there’s a old paggered hamster in my Wifi box on a wheel? Because this speed is terrible! And trying to speak to the customer service is like trying to get blood out of stone! Absolutely shocking, get my WiFi sorted or I will be battering one of your staff on the street with the ROUTER!
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2021-04-30
- Comments
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DREADFUL .Constantly buffering.if I watch a live football game,it buffers that much I'm still watching 10 minutes after the final whistle.complained and they said I had too many devices on at once.they ran a speed check and said I was getting 19.5 maps. Lucky to get more than 15mbps. But its the constant buffering and lost connections that irritates . Regret signing up with these guys .
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2021-04-27
- Comments
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Failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.
Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.
The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.
To sum up:
Shell Energy Retail Ltd can't connect phone lines
Shell Energy Retail Ltd won't connect phone lines
Shell Energy Retail Ltd can't make phone calls
Shell Energy Retail Ltd can't receive messages on an answerphone
AVOID AVOID AVOID this company at all costs.
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2021-04-25
- Comments
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Shell took over THE Postoffice Broadband. Since unable to reach sites i had been dealing with for years? No prior information or prior warning that maintenance, was been carried out. Hence no access to my broadband to carry out my daily Business with customers i have. Crap company.
- Location
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2021-04-23
- Comments
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I’ve been with Shell Broadband for 20 months. In this time I moved house and apparently they can’t move my broadband but can only sign me up on a new 18 month contract despite only having 3 months left. They did this last time I moved and I agreed. This time I’ve checked and there are several providers who are £10 a month cheaper. So I now have to pay for 3 months service I won’t use. I will never sign up to any shell products again and also advise EVERYONE TO AVOID!
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2021-04-22
- Comments
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Poor reliability, very very poor customer service and complaint handling is basically claiming issues don’t exist or are the customers fault. Stay well clear
- 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
- Devon
- Reviewing
- Shell Energy
- Date
- 2021-04-20
- 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.