1,452 Customer Reviews over 37 pages
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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absolute garbage, got moved from Post office, without even been asked. unable to set up my Shell account. so cant read emails
- Location
-
- Location
- PORTSMOUTH
- Reviewing
- Shell Energy
- Date
- 2020-08-24
- Comments
-
The worst company ever, even tho they work thru TalkTalk.
Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
AVOID,AVOID,AVOID!
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-06
- Comments
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Terrible customer service. I don't have a choice to be with this company as was with postoffice that then sold the contract. If you have a choice Please please don't use this company
- Location
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- Location
- Poulton le Fylde
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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DO NOT USE THIS PROVIDER!!!
Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!
- Location
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- Location
- Prees
- Reviewing
- Shell Energy
- Date
- 2022-12-01
- Comments
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Just awful. The speeds are fine, when it works. It takes forty five minutes to get anyone on tech support and the advice is to plug devices in with Ethernet cable!
And they are going to charge me to leave early. Despite the fact that they are not providing a decent service.
Avoid at all costs.
- Location
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- Location
- Prestatyn
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Comments
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Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line.
To top it off they charge a cancellation fee even if you're out of contract.
- Location
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- Location
- PRESTON
- Reviewing
- Shell Energy
- Date
- 2023-07-13
- Comments
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One of the biggest mistake my in my life is using shell energy broadband.worst customer service,lies,WiFi no working, oh my god I can't explain..
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2022-12-13
- Comments
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My sister in law is struggling to make ends meet and is trying to reduce outgoings. Although not eligible for best shell offer as she is already a customer, she rang them, explaining her problems and they came back with a really good deal. Well done Shell broadband. You have helped save her Xmas.
- Location
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- Location
- PRESTON
- Reviewing
- Shell Energy
- Date
- 2023-07-21
- Comments
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One of the world slowest internet on the earth. Maybe they were trying for Oscar with there brand. My personal rating 0.00000000000001
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2023-07-25
- Comments
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The worst customer service I have come across,unfriendly pass you from department to department,dont use this broadband provider
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn't.
I've called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I'm on the line for 40 - 50 minutes, most of it 'on hold' waiting to be transferred to their 'Retentions Dept'. On 3 occasions, they've offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
To be fair, their broadband has been reliable, so I've not had to deal with their customer 'service'. Now that I have, I can see why so many others give it a good slagging off.
- Location
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- Location
- Preston Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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The worst experience I have had the misfortune to have. Shell upgrade my broadband to fibre without informing me. This resulted in my current rooter being incompatible. After 3 hours on the phone a new rooter was dispatched. When it arrived it was exactly the same as the original so not compatible. More complaints and I have yet to receive the correct rooter. Complete incompetence
- Location
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- Location
- Princess risborough
- Reviewing
- Shell Energy
- Date
- 2022-10-07
- Comments
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Since I changed from bt I findes the broadband goes off and on . Difficult when my heating works from internet. When playing music one song then goes off nightmare
- Location
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- Location
- Rainham, Essex
- Reviewing
- Shell Energy
- Date
- 2019-02-21
- Comments
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I don't believe that First Utility have the technical capability or business acumen to offer a broadband service. They fail miserably on aspects of delivery and support. They should be avoided at all costs. I would also add that no organisation that I am aware of can take so much negative reports without attempting to even investigate the criticism. I firmly believe that we have been conned.
- Location
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- Location
- Ramsgate Kent
- Reviewing
- Shell Energy
- Date
- 2023-02-10
- Comments
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Since Shell took over from The Post Office I've had no problems at all. Good speed and reliable broadband
- Location
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- Location
- Rayleigh
- Reviewing
- Shell Energy
- Date
- 2023-03-31
- Comments
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Purchased an 18 month superfast broadband. After 6 months my partner moved in and contacted Sky about transferring his package to my address to be told I don't have fibre installed in my property despite it being in the area. Cancelled Shell and went to my partners sky as they agreed to send BT Open Reach to install the fibre cable from the telephone poll to my house. Shell then wanted £218 for the remainder of my contract. I contacted them and explained I wasn't happy with paying this as they had mis sold me fibre when it wasn't available to me. When the complaints department called me they said I had to pay the full amount as they provided superfast (how I don't know when I didn't have a connection). The call handler said "he would not take the word of an Open Reach engineer) maybe he wanted the Prime Minster to confirm that BT had attended and installed the cable. The complaint has now been resolved with me agreeing to pay the early termination charge on a basic broadband package. My advice is ask Shell to provide a "Letter of Deadlock" which you intend to use when you raise a complaint to the communications ombudsman. You are perfectly entitled to ask the ombudsman to consider your complaint if you feel you have been treated unfairly.
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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Interesting to read the comments on here that reflect my own experience. Several years with PO Broadband with no problems. Now Shell have taken over and a few months later I am suddenly having intermittent speed problems - my normal speed is 35Mb/s but it is dropping to about 0.2Mb/s.
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2020-07-27
- Comments
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I joined Shell Broadband back in December 2019. At first it took them about 2 months of constant emails to give me a static IP address. I also emailed them before I joined to confirm if I can use my own router the said yes. I a have for the last 8 weeks been getting constant disconnections. They tried to send me out there premium router which was a bit better but still disconnects. They sent out an Open reach engineer the first time who found a line fault and fixed it..the second engineer didn't find anything and I have now been charged over £70 for him turning up and doing nothing. I believe that Shell Energy use Talk Talk infrastructure (they have some of the worst reputation in the industry if I had known this I would not have joined). I now have escalated this to ombudsman and awaiting there verdict. I have never had any issues with any other ISPs AVOID THIS ONE LIKE THE PLAGUE
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2018-07-21
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-01-12
- Comments
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Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.
Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-05-29
- Comments
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The service has never worked since it was installed. Shell deny there is a problem. I cannot hold a video call anymore with work. The customer service is appalling. Do not switch to this provider.
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Comments
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Terrible company. They took over the post office as I left. Due to this an automatic account was set up, I have cancelled this account however they have taken money out of my account with our authorisation and every time I call I wait an hour to speak with someone for them to tell me I will get a refund only for it to be bounced back each time. Terrible customer service. Still waiting for my refund.
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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This provide is rubbish. Avoid. The service doesn’t work. I cannot hold a video call. They deny any issue. The service is appalling. They don’t event allow cancellation due to rubbish speed.
- Location
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- Location
- Redditch
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
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If the owners ever read this.
Please sort out the whole company you are making people unwell with anxiety and frustration.
Mother in law 83 years old,wanted a move from Wales to warwickshire,
Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
We asked for our £60 connection fee returned, which I know she won't get.
Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
I hope something is done, you should not be able to operate like this.
Do not go with this company until they can offer a proper service.
- Location
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- Location
- Redditch
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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When it worked it was fine, but customer service is non-existent. Hours waiting on phone, then get cut off, and get hilarious voice message saying we got cut off and please ring back.
- Location
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- Location
- Reigate
- Reviewing
- Shell Energy
- Date
- 2021-02-10
- Comments
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From the date we transferred from Plusnet to Shell Energy Broadband, we have experienced very poor speeds. Nothing else changed, except the internet supplier. Shell Energy insist that they are supplying the equired speeds to their router. Our frequent speed tests just a few feet away rom their router prove diferently. Their customer service has been terrible, simply trying to justify a terrible service as other have wriiten. Impossible to get out of the contract and now had to raise a complaint with the Communications Ombudsman. DO NOT USE this company.
- Location
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- Location
- Richhill
- Reviewing
- Shell Energy
- Date
- 2019-01-29
- Location
-
- Location
- RICHMOND
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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One of the unfortunate people 'sold' by MyPostOffice to Shell Energy. Seamless changeover promised wasn't, was without service for 2 weekends. Emails keep getting 'Delayed Mail' message. Have left several email complaints, only one responded to, to sign me up for a new [allegedly cheaper] 18-month contract, but bill came for old rate. No response when I asked for corrected bill. So very disappointed that MyPostOffice have landed us all in this.
- Location
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- Location
- Ripley
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Comments
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Shell took over from Post office. I signed up for an 18 month contract at the price given. They have now said that there is a price increase for call charges. I was never notified or agreed to this as I had an 18 month contract at the agreed price. I was charged for a call out after openreach moved a telegraph pole, eventually not applied to bill. Charged for not returning router even though had receipt of posting. Internet speed was below what I was paying for and only recently after the road has been dug up and a fibre cable company have been has the speed reached what I was paying for. Opened another complaint and now told complaint is closed without any reason. Worst company I have ever dealt with. They are not part of the Ofcom compensation scheme and when asked for a 'deadlock' letter to proceed to Ofcom, this has been ignored.
- Location
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- Location
- RIPON
- Reviewing
- Shell Energy
- Date
- 2023-11-29
- Comments
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Worst broadband ever. Changed from now tv, where I had no problems at all to shell, biggest mistake. Never had such a poor connection to broadband. EVER.. if you’re thinking of changing providers. DONT, choose SHELL
- Location
-
- Location
- Rochdale
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Location
-
- Location
- Rochdale
- Reviewing
- Shell Energy
- Date
- 2023-01-14
- Comments
-
At first I thought this wifi would be really bad but when I got it, it worked just fine and with the speed of 72mbps which is pretty good it depends on where you live so it might not worth for your area
- Location
-
- Location
- Rochester
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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I left shell energy broadband on the 5th April and switched to another provider. On the 12th April I got charged for my monthly broadband fee of £18. I rang on the 19th April and was told to wait for a final summary. I rang on the 11th May and explained I have not received anything. I was told I had to request a refund. I rang on the 18th May and was told there is a process to refund. I had to wait 10 working days for a refund. It has now been 10 days on the 1st June. First handler told me the refund was only approved yesterday on the 31st May. I would have to wait 10 working days. I told him this is unfair and not acceptable. I asked to speak to a line manager and wished to complain. He told me I could not and that he could not put me in touch with a senior manager. I feel like this has not been handled very well at all by your customer service team. It has caused me a great deal of stress and no faith in the company. Avoid this company at all costs
- Location
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- Location
- Rochester
- Reviewing
- Shell Energy
- Date
- 2018-11-19
- Comments
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Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Comments
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AVOID as it's the worst broadband we have ever had and the worst customer service ever! Signed up for 12 months and have waited 11 months to leave. It only works in the room where the router is and the bedroom directly above. Luckily I have excellent mobile Internet. I've now found out I have to pay £15 to leave but worth every last penny to get rid of it. Roll on 10th Feb! Would have given 0 stars if I could
- Location
-
- Location
- romford
- Reviewing
- Shell Energy
- Date
- 2022-11-17
- Comments
-
this has got to be the worst company i have ever had the misfortune to get involved with i suggest if anybody from shell ring you hang up i have spent months of phone call sorting out a bill that I don't have DONOT TALK TO THEM AT ALL
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-05-07
- Comments
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Don’t use this company as they answer phone when they want to sell connections. After they made contract they don’t bother about you . What ever they charge you have to pay .when you want speak to them they transfer you to different line which is never answer.
I was hold 3 different days from last week 1 hour each day no answer.
- 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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