1,452 Customer Reviews over 37 pages
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- Location
- Nw10
- Reviewing
- Shell Energy
- Date
- 2023-07-24
- Comments
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Never ever ever move migrate or use shell broadband i am using capitals to over emphasise the fact do not use shell broadband...They are rude! Unhelpful nothing happens when you need help there is no complaints dept i repeat no complaint dept whatsover it is a disgrace!!! I apparently changed providers without doing so thereafter i have had no help no help no one can give you information about your case no one at shell cares about you they just want your money!!! Go elselwhere or let it be at your peril!!!
- Location
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- Location
- Oldbury
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.
- Location
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- Location
- Oldham
- Reviewing
- Shell Energy
- Date
- 2023-01-20
- Comments
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When I agreed this contract it was for FIBER TO THE HOUSE .NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house.
No problem sir our new 'Fiber plus ' will give you that . 14 days to connect it.
After several calls and issues I opened the little grey wall box outside ---- NO fibre just old nasty copper !
Then yesterday I spoke with two Openreach engineers that had just completed fibre to the house two doors away. They told me that at the moment Shell could ONLY supply fiber to the cabinet NOT to the house. Right or not that fitted with what they did and told me. Go back to Petro Chemicals Shell. You can't do Broadband.
- Location
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- Location
- Oldham
- Reviewing
- Shell Energy
- Date
- 2023-07-18
- Comments
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I've never done a review before but wish I'd believed these 1 star reviews prior. Shell energy has an unreliable internet connection, and I felt like I worked for them and not the other way around as they treated me like dirt, continually trying to find way to get more money out of me 3 months after I had left them.
- Location
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- Location
- ossett
- Reviewing
- Shell Energy
- Date
- 2018-12-27
- Comments
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was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
- Location
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- Location
- ossett
- Reviewing
- Shell Energy
- Date
- 2018-11-05
- Comments
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moved from plus net no broadband for 7 days I was told it was my socket and line in house, funny how it all worked with PlusNet. the ip not valid router issue was told Openreach would look into but it router issue not line fault,
so will leave go back to plusnet
- Location
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- Location
- Otley
- Reviewing
- Shell Energy
- Date
- 2020-03-12
- Comments
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It's 2 months since I switched to Shell Energy Broadband on my rural ADSL line. Due to distance from the cabinet / exchange, my speed has never been more than about 2mbps down and 0.5mbps up.
Initial setup on the go live day was fine. The supplied router is plug and play. Make sure you use the RJ11 cable that comes in the box. It is 4 core whereas many other cables are 2 core. I tried a good (shielded, just 25cm) 2 core cable and found that my line speed halved.
While getting the supplied router up and running was a breeze, things get a bit more complicated if you want to use your own hardware. You need your ADSL user name which can be seen in the router's web interface, but the password is hidden. I rang the technical support team who gave me the password over the phone.
My first bill was high than I was expecting which is a bit of a worry when you're dealing with a new supplier. On looking more closely, I'd been billed for about 6 weeks which is why it was more. This could have been communicated more clearly.
The service is working really well for me. I've got broadband that's as good as my previous service with the added benefit of anytime phone calls.
I know about the "disconnection fee" and will surely query this if it's applied when the time comes. OFCOM guidance is that it can only be applied where the provider has actually incurred a fee themselves so as a consumer, you are entitled to ask for proof of this.
- Location
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
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I cannot fault Shell Broadband. After reporting a fault on the line of Friday, the technical team arranged for BT to attend between Tuesday - Thursday the following week, BT arrived at 9.00am on Tuesday and fixed the fault.
You cannot beat Shell Broadband the cost for Ultra fast broadband, and it works !
The call centre are professional in answering your queries, it does take a while to get through.
- Location
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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Honestly if I could give lower than one I would. Not surprisingly to see so many bad reviews. Pathetic customer service and absolutely useless broadband service. Gets disconnected so many times, it's slow and poor response and even if it is their fault they will not agree.i wish I had never subscribed to it.
- Location
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Rubbish. Frequent drop-outs and, strangely, can't connect to either Gmail or Yahoo e-mail services (if I connect using a mobile hotspot, these e-mails miraculously appear...)
- Location
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- Location
- Oxfordshire
- Reviewing
- Shell Energy
- Date
- 2023-01-08
- Comments
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Shell took over my post office account. Having read other reviews I realise that I have been fortunate not to have had any problems with internet or phone. However I am only getting 20mps and I am pretty sure my PO contract was offering 35-ish.
However, Shell seem to be totally incapable of organising a direct debit and kept cutting me off. In the end I had to resort to paying online each month. At around £42 a month for “Superfast Broadband” and any time calls, it’s not a cheap option (not even fibre) and I am thankful that my contract is about to finish.
They never answer the phone, but greet you with a recorded message advising you to hang up if you’re driving. Do they think I’m a complete moron?
They should stick to oil and wrecking the environment. I’m off to Gigaclear and paying at least 40% less for a much faster connection.
- Location
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- Location
- paignton
- Reviewing
- Shell Energy
- Date
- 2019-09-05
- Comments
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do not use have had trouble with them since day 1, the 14 day cooling off period starts from the day u order it, so when ours went live the 14 days was up. we r leaving early as cannot get it to work all over the house, have bean quoted £310 to leave instead of the £150 we were told on the phone. there is no 24/7 telephone support, so if your broadbands goes down u cannot use there online services to fix problem. STAY AWAY FROM. i wood give them 0/5 for everything
- Location
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- Location
- Paisley
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.
- Location
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- Location
- PE7
- Reviewing
- Shell Energy
- Date
- 2020-11-11
- Comments
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Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money.
- Location
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- Location
- Pembrokeshire
- Reviewing
- Shell Energy
- Date
- 2017-09-21
- Comments
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Terrible speed, terrible customer service, terrible reliability, cheap terrible router supplied. Stay well clear of this outfit, they're terrible.
I cancelled and they're now trying to charge me a sky high cancellation fee after a month without broadband which is they're at fault for.
- Location
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- Location
- Penarth
- Reviewing
- Shell Energy
- Date
- 2021-10-02
- Comments
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Truly awful service. Broadband keeps cutting off so unable to access on demand TV like iplayer, 4OD or netflix. Shows just keep cutting out half way through then have to start all over again. Have spent an hour waiting to talk to somebody from customer service only to be cut off immediately by rubbish representative "Hannah S". Now back in another queue to try and speak to someone again. Avoid at all costs! Terrible broadband.
- Location
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- Location
- Penrith
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
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Takeover from Post Office has been an absolute joke - no broadband for a week. Phone calls take an hour to answer, letters sent that should not have been sent. Employees don't have enough knowledge to deal with problems, i.e. I have asked for refund of charges paid in advance. I was told Shell do not charge in advance - website says yes they do!!!
- Location
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- Location
- Penzance
- Reviewing
- Shell Energy
- Date
- 2019-06-17
- Comments
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I switched broadband and phone, my change over day was today. Broad band switched phone is dead, broadband so weak can’t get Netflix or Amazon.
Been in an online help que for an hour now.
Wish I’d stayed with Sky.
- Location
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- Location
- Perranporth
- Reviewing
- Shell Energy
- Date
- 2021-02-06
- Comments
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Terrible. Do not use. We have had download speeds of 0.1m/s for 10 days now. Customer service takes ages to get through to and they even blame us for something inside the house. Without us changing anything it starts working again and to add insult to injury they offer to refund us £2 for 2 days it was not working. DO NOT USE.
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2018-09-26
- Comments
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I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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I have been with Shell B/Band for a couple of months since they took over from the Post Office B/Band and I HATE it!
It is slower than it was, I get “Loading” problems on YouTube - never did that before and whereas it was easy to login to the Post Office website I have had nothing but problems with this lot.
Tonight, in order to see my bill, I made SIX attempts.
Each time I was told that I had entered the wrong address or password.
As I cut and paste my details into the relevant boxes and eventually they work, the fault must be Shell Energy’s, not mine.
The moment I am free to leave this cursed company, I will.
Don’t go near this mob.
Stay well away.
- 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
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2022-05-13
- Comments
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I have been with SHELL Energy Broadband now for three terrible months.
I had no choice because they took over my Post Office B/b account and I could not leave.
I have nearly a year left on this rotten system.
For some reason, it is far, far worse than it ever was.
The Post Office was not good but this is a absolutely abysmal.
Even short downloaded programs off YouTube continually stop with that "Loading" message.
Music videos just stop midway and take over 5 minutes to load in many cases.
I have just tried to watch a SKY NEWS clip on YouTube which is 1 minute 45 seconds long.
It took nearly 4 minutes to load and then kept stopping!
Trying to contact Shell on the phone is totally pointless and Emails get no response.
THIS IS ROTTEN, RUBBISH BROADBAND!
Do yourself a big, big favour and go elsewhere for yours!
Stay away from SHELL, whatever you do!
- Location
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- Location
- Pickett
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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Awful service and even worse customer service.
If you can get through to someone then they can’t deal with the issue and have to request a manager to call you back( they can’t put you through)
Up to 48 hrs wait which when they do not call you ,you have to wait another hour on the line to request a manger call you. If I could give zero I would
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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Customer service is absolute useless. I was on the phone for an hour then cut off resulting in me wasting an hour of my time. Called again and still nothing for over an hour. Once you do get through to someone it is an Asian call handler I had to constantly ask to repeat themselves as I had no idea what they was saying. Moved over from Post Office Telecoms which were a lot better compared to this rubbish company.
- Location
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- Location
- PLYMOUTH
- Reviewing
- Shell Energy
- Date
- 2024-02-03
- Comments
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The service is terrible 6 months reporting problems with the Internet dipping in and out .had to pay extra for data with my phone provider .No Internet from yesterday engineering not coming until Tuesday. Decided to leave this sham of a company been told i will have to pay an early termination fee .How are they allowed to get away with this .like others i wish i read the review .Don't choose this company going cheap isnt good when you have no service .
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2023-02-21
- Comments
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This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars...!
Do yourselves a favour and DO NOT have anything to do with this bunch of greedy, careless, Liars... Stay well away..
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2022-08-23
- Comments
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TERRIBLE - I didn't think in 2022 it was possible to have such a joke in place of broadband in a major city (have had previous providers 10x better).
First time writing online to complain about something too, who has time for that?! Well it it saves you the speed, service, reliability and headache woes... hopefully these 30 seconds have been worth it!
Embarrassment.
- Location
-
- Location
- POLEGATE
- Reviewing
- Shell Energy
- Date
- 2021-09-03
- Comments
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The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.
- Location
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- Location
- Pontefract west yorks
- Reviewing
- Shell Energy
- Date
- 2018-01-12
- Comments
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Customer service is awful went with them on 7th december everything wad ok till 20th december it all went off no phone or internet rung them told engernier would come out but not till 27th december they came said nothing wrong with the line or exchange and that there is no signal from their server so they must of switched it off still did not get it back on till today they rung and said my internet wsd going live today to me that means that they had switched it off so dont go with them at anycost
- Location
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- Location
- Pontypool
- Reviewing
- Shell Energy
- Date
- 2021-04-05
- Comments
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I'll give customer service two stars for politeness, but I've been with Shell for a few months and have had to contact them 3 times already. This is by far the worst internet service I've had in this property in 11 years. It's not fit for purpose half the time, often completely unusable, and have to resort to using data on my phone. The one glowing review here is clearly fake. I wouldn't recommend Shell Broadband in a million years.
- Location
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- Location
- Pontypridd
- Reviewing
- Shell Energy
- Date
- 2023-09-07
- Comments
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Painfully slow at times. Not very reliable either. If I knew then what I know now I would probably give my business to another company. I do not get the promised speeds most of the time. They are cheap though.
- Location
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- Location
- Poole
- Reviewing
- Shell Energy
- Date
- 2020-11-05
- Comments
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Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
PLEASE, PLEASE AVOID for your own sake.
- Location
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- Location
- Poole
- Reviewing
- Shell Energy
- Date
- 2022-06-28
- Comments
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The absolute worst company I've ever dealt with .
To use the word useless would be a compliment after what I've been put through over these last few months.
From beginning to end , they've messed up everything.
They took money they shouldn't have , and then told a pack of lies about issuing a refund.
They actually lied !!!
Basically I would call them criminals, hiding behind the name of a legitimate company.
I'm now with Plusnet , and so far they've been great .
Once bitten twice shy .
Shell ain't gonna get their teeth into my hard earned cash ever again !!!
- Location
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- Location
- POOLE
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
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It's difficult to sum up in words , just how incredibly
badly Shell Energy take their approach to customer relations .
Basically it simply doesn't exist .
They're obviously not interested in developing any sort of communication between themselves and their customers .
They take money without being authorised to do so .
They conjure up lies that don't relate to the actual facts .
And they break their promises .
And they have the cheek to hide behind the name of a world renowned company .
Obviously Shell have somehow become involved with some tin pot broadband supplier , who has no idea to what amounts to customer satisfaction .
Making this one of the most awful experiences I've ever had to endure, whilst trying to get back money from them , they had no right to take in the first place .
- Location
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- Location
- Port Glasgow
- Reviewing
- Shell Energy
- Date
- 2018-04-22
- Comments
-
Had faster dial-up , the broadband is inept barely works 17mbps.. My arse! Avoid at all costs pay a bit more use uSwitch to find the best deals .. AVOID LIKE THE PLAGUE
- Location
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- Location
- Portishead
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
-
Very poor I have to reboot the router every day and I can't get any responce from them on the phone I'm seriously considering leaving the contact early dispite the fees
- Location
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- Location
- Portrush
- Reviewing
- Shell Energy
- Date
- 2023-05-11
- Comments
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Couldn’t even provide service -failed. 3 promised dates yet have yet to see service provided. I sat in 10 days for engineer - no dates ever given . If I could give zero stars⭐️I would. They offer £100 to spend in Shell Service Station yet have not computed that there are none in Northern Ireland. They sold off their garages here. Go figure!!!
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2023-03-21
- Location
-
- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2020-10-26
- Comments
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Shell Broadband have charged me the full termination fees despite leaving them becuase my new property was not capable of fibre broadband. But because Shell - could supply a slower connection - not fibre - they insisted this warranted full termination fees. So even though I wanted to stay with shell at my new address and transfer contracts, this was a no brainer. Very unhappy. Bad bad bad bad bad customer service. As a result they've also lost me as a Shell Energy customer.
- 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.