1,452 Customer Reviews over 37 pages
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- Location
- South Lakes, Cumbria
- Reviewing
- Shell Energy
- Date
- 2020-12-19
- Comments
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Avoid at ALL costs.
Internet connection constantly dropped. Almost daily and sometimes for as long as an hour and a half. Even when it was working, video calls and gaming were nearly impossible.
When customer service was contacted they first said there was no fault on the line, then changed their mind a week later and said an engineer would be out. No one turned up, and when I rang back the fault was magically fixed! They decided a new wire would fix the job. It didn't, obviously.
Their modems are from 2010 roughly, and I suspect that didn't help. But I am 100% certain that the problem was with their equipment, as I am now with another provider and have had no issues.
I paid to leave Shell early. They cut off the internet a day sooner than they were supposed to, leaving us with no internet for a day, which was nice.
They also are not a member of OFCOM (whatever the broadband regulator is), and so I think this is why they don't feel like fixing anything.
All this is just a long rant to say AVOID AVOID AVOID. I hope to God that at some point they will have no more customers left and concede defeat.
- Location
-
- Location
- Welling
- Reviewing
- Shell Energy
- Date
- 2020-12-19
- Location
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- Location
- South Wales
- Reviewing
- Shell Energy
- Date
- 2020-12-17
- Comments
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NOT FOR THE DISABLED OR VULNERABLE!!!
I took a gamble with Shell Energy a year ago after some 10yrs with Talk Talk. What a disaster! The router is a Tuppeny halfpenny thing which had to be upgraded immediately. The internet speed has been OK, but wait till you have a problem!
The support staff are technically incompetent and will subject you to half an hour of TOTALLY irrelevant questions. When I reported no dial tone but that my internet was working I was asked what model of router I was using??? I had already explained that I had removed the faceplate of my BT master socket and had plugged a brand new phone into the then only remaining socket in the Master backplate!! Grrr! Yes, I can see how it would be important to know the model number of the router that was now disconnected and sitting on my workbench, what a bunch of idiots!
HOWEVER...... the worst part came when they identified a fault on the line but said it would take 48hrs just to get a response from the engineers. When I asked to get the job marked as urgent the support rep refused, despite me advising that I was registered disabled and vulnerable with my local council and utility companies. Three times I asked and three times I was refused. I then lodged a complaint with the adviser and was told it would be investigated. Following morning I get an email telling me the case is closed! My internet is still running at half speed and I still have no voice calls! Yup, case closed, if you want my advice (which is why your here I assume), run for the hills or rely on smoke signals rather than sign up with Shell Energy for your broadband and phone!
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2020-12-12
- Comments
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I am coming to the end of my contract and will be leaving asap. I have to restart my router about once a day because the service keeps dropping. I have never had this with any other service provider. Shell's offer of fibre for an extra £2 a month would have been tempting but I am sick of constant problems. Be warned; do not go with Shell.
- Location
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- Location
- Manningtree
- Reviewing
- Shell Energy
- Date
- 2020-12-07
- Comments
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Shell Broadband was absolutely fine until something went wrong! Dealing with their tedious , uneducated customer service staff is probably the most frustrating experience I have had with any supplier in my lifetime! Poorly trained staff with lengthy hold times. Usually on hold for an average of 30mins. But expect to be put through to someone who cant help, pass you on to another department, then you are cut off again ! Having to start the whole process again.
No where to pay bill online. Back at the start of my shell contract they were unable to physically set up a direct debit as they did not have the capabilities to do so.
I believe they have resolved this now.
Awful company. Had I read reviews before signing up with them I wouldnt of gone near them. Left now to slightly cheaper NowTV - no issues with their service or customer service at all and a direct debit set up with no issues.
AVOID SHELL AT ALL COSTS! THE SMALL AMOUNT OF MONEY YOU SAVE IS NOT WORTH THE HASSLE
- Location
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- Location
- Hemel Hempstead
- Reviewing
- Shell Energy
- Date
- 2020-12-05
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2020-12-03
- Comments
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I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.
- Location
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- Location
- Highcliffe Dorset
- Reviewing
- Shell Energy
- Date
- 2020-12-03
- Comments
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Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2020-12-02
- Comments
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Beware: They charge £15 cease charge whether you are in or out of contract.
I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-12-01
- Comments
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I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.
- Location
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- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2020-11-29
- Comments
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Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell
- Location
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- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2020-11-29
- Comments
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We pay for 38m rarely get this usually 20s a few times 6ish.
Read reviews before you buy, then go with another provider.
- Location
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- Location
- Bromley
- Reviewing
- Shell Energy
- Date
- 2020-11-25
- Comments
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This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away.
- Location
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- Location
- Ilminster, Somerset
- Reviewing
- Shell Energy
- Date
- 2020-11-25
- Comments
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Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere!
- Location
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- Location
- Huddersfield
- Reviewing
- Shell Energy
- Date
- 2020-11-23
- Comments
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One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router.
- Location
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- Location
- Twickenham
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
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Shell fibre broadband was reliable and fast.
Beware £15 end of service fee (even if contract has ended)
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
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Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2020-11-18
- Comments
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Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out
- 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
- Scotland
- Reviewing
- Shell Energy
- Date
- 2020-11-16
- Comments
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Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost
- Location
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- Location
- Scotter
- Reviewing
- Shell Energy
- Date
- 2020-11-14
- 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
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Comments
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Terrible customer service - absolutely unhelpful! We called to say that we are moving to a new address and were promised to receive a new router in a week time. We didn't receive it for more than 10 days and called - after an hour waiting on the phone we were shouted at by a customer service representative that they don't have a record of our call and we need to wait for another 2 weeks and pay more fees for someone to come and check our property. We were not given options to cancel and the guys just hanged up the phone! Stay awayfrom them!
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-11-08
- Comments
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Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up
- 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
- Stockport
- Reviewing
- Shell Energy
- Date
- 2020-11-04
- Comments
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I had a problem with broadband speeds and an engineer was sent (with the usual threats, of "if it's your wiring you will be charged") There was a fault on the local box. Fixed and no more problems.Near end of contract decided to change to different supplier who was offering fibre for same price as ordinary broadband with shell. Charged me £0.85p.
So far so good: then received email asking for return of router and accessories, never had that before don't know where they are, be interesting to see where we go from here!
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2020-11-04
- Comments
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I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-10-31
- Comments
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Absolutely terrible! Please don’t go near shell energy broadband. My broadband connection is so bad that I cannot FaceTime from my living room or stream even with a repeater when I’ve had no issues with previous suppliers. They then charge you 15 to cease your broadband even once you are out of contract. AVOID AT ALL COSTS
- Location
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- Location
- Tonbridge
- Reviewing
- Shell Energy
- Date
- 2020-10-30
- Comments
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Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it!
- 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
- 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
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- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2020-10-26
- Comments
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First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
- Location
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- Location
- Wolverhampton
- Reviewing
- Shell Energy
- Date
- 2020-10-25
- Comments
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This has to be the worst customer service that I have experienced.
The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
What a joke. I've given 1 star as I couldn't submit with zero stars.
- Location
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- Location
- Menai Bridge
- Reviewing
- Shell Energy
- Date
- 2020-10-25
- Comments
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Impossible to get hold of someone to help fix the issue I encountered when trying to set up broadband
- Location
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- Location
- Brighton
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
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Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
Also asked for Manager to call twice. Never had a call back. Avoid them.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
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My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.
I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.
Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.
I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.
The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2020-10-23
- Comments
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From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-10-19
- Comments
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We are 2 weeks in with Shell Energy and I wish we had never signed up. Their internet constantly drops out (if using facetime/ wifi calling you will get cut off which actually happened on the call to them). Speeds are averaging 1-3 mbps not the 35 mbps promised, despite having no problems with other providers and being signed up to faster fibre also. Customer service non existant, no attempt to fix just bully you by saying an engineer can be called but you will be charged £120 if not their fault- how is this proved & why I am being blamed. They are not providing a service and don't escalate. Just don't sign up and spread the word
- 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.