1,452 Customer Reviews over 37 pages
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2023-02-01
- Comments
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I would never usually bother to leave a bad review but feel the need to share about avoiding Shell!
Unfortunately the only positive thing to say about Shell is that the internet is ok (if it works) but the customer service (if you manage to get through before being on hold for an hour) is terrible. I’ve been lied to about my rights, had issues with resolving any internet problems (seems to take a while to resolve anything, even when the internet doesn’t work at all). The router they send is terrible and randomly died but Shell didn’t take responsibility and charged me for an engineer visit (which they later refunded after multiple calls disputing). I’ve had issues with connection and speed. Whether it’s zero internet or bad connection and poor speed.
Even when leaving them recently as near the end of my contract, they caught me in a trap of believing what they said that when I would move provider, that the new provider would take over their line - without actually saying that I need to ask the new provider for an “in-line takeover”. They then said that I hadn’t cancelled my contract when I had initially called (with plenty of notice) and offered me to stay with them. Now that I’m my last few weeks of the contract, I currently have no internet.
If you want bad customer service and multiple internet issues to make your life more difficult and stressful, go with Shell. Otherwise, I’d advise staying clear!
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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I switched to Shell Broadband a month ago, and although the broadband has been faultless, I have had a problem with my landline not working. I have spent most of today talking to Shell Customer Service and then the Technical Team, and they have done everything possible to help solve the strange problem without having to risk an OpenReach fee. Multiple remote testing has shown the fault seems to lay with my broadband cable, and they are sending me a new one to try. If not, it will be the router. I have never come across a company employees who are so willing to go the extra mile. Whether we get a conclusion are not, I am so impressed.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-02-09
- Comments
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Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2020-12-23
- Comments
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Speed has been bad for a while. Portal calls become impossible due to the constant dropouts and wildly fluctuating download speeds. I'm paying for a fast 60mbps fibre service. Today I did four speed checks over a period and it went between 4mbps and 8mbps. This is worse than the old standard copper connection. Terrible provider, even worse than BT and that's something! My contract is almost up and, believe me, I'm off to another provider as quickly as I can.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-09-08
- Comments
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Did give me an initial refund when there was a fault on the line and I had no connection initially. But keeps dropping signal continually. Had to buy ethernet cables for telly and laptop. Am paying for add-on (extra data) for mobile data on my phone. Wish I had read some reviews before signing up... :(
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2019-12-07
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2019-10-30
- Comments
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They are getting money under false pretences in the last 15 minutes the connection has failed 5 times. Netflix is unusable due to the download speeds. Trying to find a customer service number is hopeless I can’t even access my account as I need to reset my password but the system never sends me a reset email. Avoid them like the plague
- Location
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- Location
- Shefford
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Don't waste your money. Their customer service is non existent and they truly don't give a damn. They can't bill correctly and since mid February I don't even have a landline anymore. It just says 'line busy' when you call it. Despite repeat attempts to email them, they don't response. Thankfully I shall be leaving them very shortly. Really, save yourself the grief.
- Location
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- Location
- Sheringham
- Reviewing
- Shell Energy
- Date
- 2020-01-06
- Comments
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Absolutely shocking company and I will get out as soon as I can.
As I write this review I have been on hold for 45 minutes waiting to get through to find out where my router is, which should have been sent out by them a week ago (this is only because I purchased a house which uses their broadband and they insist on a new router for a new customer). What a stupid system as the other providers I have used have ALL just transferred the service without the need to change the router.
Still waiting for them to answer so BEWARE if you decide to use them, you have been warned, from a very dissatisfied new customer and as quickly as I can an ex customer.
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-09-01
- Comments
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Is there a customer service ? I moved into my apartment got my broadband equipment set it all up but the username was different to the one on the card . So the password would not work no problem I will phone customer service after 4 attempts on the phone waiting 20 minutes plus and trying the live chat and being g number 39 in the queue I sent a email saying your equipment is back in the post to you . For the ratings I can only comment on the customer service as I never got onto the Internet.
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2024-03-27
- Comments
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Over priced, Shell sided contact. Frequently boosting the fees. Worst ever!
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2023-10-22
- Comments
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Wi-Fi frequently and persistently drops out, no customer support at weekends
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Appalling. Still sending paper bills although I have ceased using any of their services. Robotic system for phone contact
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2020-10-17
- Location
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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Unfortunately I was transferred to Shell from Post Office Phones. The service received from post office phones was excellent, sad to have been moved.
I have had no phone or broadband for 4 weeks now,it took me two weeks just to report the fault as no one answering phones, when eventually got through I was forced to make an appointment before they would pass the fault to open reach, had to wait a further week for the appointment, the fault was not in my house but along the outside line. Engineer did not fix fault on my appointment day, next appointment was another week along but due to my work commitments I cannot be at home all day, open reach sent a text with the new date that I cannot make, I cannot reply to this text other than with the word change, I have done this only to be informed I now have to contact Shell again to re-book, the fault is already confirmed as not in the house, this is ridiculous. I have no mobile phone signal at the house so have been completely cut off from all means of communication for 4 weeks and cannot remain in friends houses for hours waiting for shell to answer the phone! I have never before encountered such a dreadful service from any provider that I have used. I so far have been unable to contact shell - again! to rebook, and open reach have sent me a confirmation text for my cancelled apppointment, if I am not home shell have already informed me at time of first and only conversation that I will be charged £65.00 on my phone bill if not in attendance.
I cannmot change provider until the line is fixed, this is absolutely appalling. I will not be paying any £65.00 fee for their own dreadful inefficiency, they will need to take it to court.
I cannot recommend this company, all may be ok while your phone works but the service provided when not is non existant.
- Location
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2023-12-05
- Comments
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Dreadful. No service. 'Not there problem'. No follow up. Unable to speak to anyone. never called back as disconnected every time.
AVOID them. cheap is not cheap when you have no service
- Location
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- Location
- Shropshire Uk
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Absolutely shocking service!! Please read the reviews on this broadband company before you make the mistake me and many others have made!! My contract started 3 months ago and I don’t even have router at my address. The have sent me 3 routers (2 to the wrong address and the 3 one is the wrong router) after countless hours and I mean COUNTLESS HOURS on hold and talking to customer service advisers they have yet to provide me with a service yet take £25 a month out of my account. I have threatened to contact trading standards and there response is ‘sorry to hear that’. I am told it’s impossible to cancel the policy without paying the full £280 contract.
TAKE MY ADVICE AND AND GO WITH BT OR SKY FOR AN EXTRA £2 A MONTH!!
Poor poor poor service. Should he embarrassed of themselves
- 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
- Sidcup
- Reviewing
- Shell Energy
- Date
- 2020-06-08
- Comments
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AWFUL!!!! Miss sold on the promise of the first 3 months being free.... to then receive bills ??? Called up OMG SOOOO RUDE!!! Like I’m a criminal!!!! Asked them to check there call recordings to prove how they’ve lied to which I’m told..... will give you £10 credit to drop the case???? AWFUL. Have reported and left!!!! First month in and this bad!!!! AWFUL AVOID AVOID AVOOD
- Location
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- Location
- Sidford sidmouth devon.
- Reviewing
- Shell Energy
- Date
- 2018-11-23
- Comments
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This is dreadful .so many bad reviews why is no action taken they just don't care I was put onto this by carphone warehouse won't deal with either ever again .18 months of no hope .
- Location
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- Location
- sittingbourne
- Reviewing
- Shell Energy
- Date
- 2019-12-17
- Comments
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useless disconnects more than is connected what a disaster sign up if you like but you might regret it later on complained countless times I will terminate my contract and go else where why should I pay for a service I cant use.
- Location
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- Location
- Skelmersdale
- Reviewing
- Shell Energy
- Date
- 2023-11-05
- Location
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- Location
- Sleaford
- Reviewing
- Shell Energy
- Date
- 2022-01-17
- Comments
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Absolutely awful. Speed is poor 8mbps, frequent cut outs, can't use Netflix, Eurosport or iPlayer, no range having to use Ethernet cables and boosters. It's cheap for a reason! Will cost me £276 to get rid of this after 3 months but it is well worth paying. DO NOT TOUCH SHELL ENERGY WITH A BARGEPOLE
- Location
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- Location
- Slough
- Reviewing
- Shell Energy
- Date
- 2022-02-27
- Comments
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My problems started when my internet connection went down, trying to contact the company was a nightmare, after 4 phone calls and finally waiting 1 hour 10 minutes I got through, total of over 2 hours waiting on the phone ! Only good point to report is that an engineer arrived the next day to fix the problem, another bad point is then when moving house I am told I must take out a new 18 months contract, definitely will change when my present contact expires.
- Location
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- Location
- Slough
- Reviewing
- Shell Energy
- Date
- 2019-05-16
- Comments
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Pathetic customer service. Broadband did not start on the day it was promised. I had to call them everyday for six days for follow up. No one ever bothered to call me to provide an update on the status of my complaint.
Asked them to terminate my contract since there was deficiency in their service.
Their complaints team is even worse, an extremely rude person called me and said If I wanted to exit I must pay £279. He also threatened to pass my details to Debt Collectors (even before sending the bill and before attempting to take money from my account by direct debit). Service finally started on 8th day. Now stuck for 18 months with this bunch of idiots.
When I called them on 9th day for compensation they offered me £10.00 when it should be £35.00 (£5 per day) as per Ofcom guidelines.
Have raised another complaint, if they do not agree with the compensation amount will take them to Ombudsman.
- Location
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- Location
- Solihull
- Reviewing
- Shell Energy
- Date
- 2020-08-10
- Comments
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AVOID AT ALL COSTS
31ST July i was meant to be connected, its now the 10th august and have no connection still. Openreach are to blame apparently. Customer care is a total shambles. Yet they expect money to be paid b4 ive even got my services up and running. Really wish id read reviews before signing up with them.
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2021-12-18
- Comments
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Going with shell Broudband was the worst decision I have ever made. From day one it has continued to fail I am unable to watch Netflix as it constantly go’s off and takes hours to re enter using the ridiculously long password. When customer services have been contacted they have not helped after waiting and waiting to talk to someone they don’t have any answers to the problem you then get passed on to the next person who clearly has no idea how to solve the problem.
I asked to speak with a manager this was refused.
I demanded that I be released from my contact as I am not receiving the Broudband I am paying for, I was told I would be charged, ridiculous shell Broudband is not fit for purpose you will possibly like me spend hours on the phone to them achieving nothing that’s when your not spending hours trying to get it to work on your TV. Avoid Shell altogether it’s not good and customer service is nonexistent.
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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This supplier is an absolute waste of time and money.
Appalling service in every respect, forget any help from customer service. I would highly recommend to stay away. I will never return to Shell.
- Location
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- Location
- somerset
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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what words can i say about first utility, well i was paying £18.99 a month for broardband when i left first utility energy my broardband went upto £23.99 for a servive that was well below par.
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2021-04-05
- Comments
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Poor customer service. No access to the customer service after 4 pm easter saturday, we lost internet and phone line access at 20.15. No facility to report potential fault (I'm being kind assuming this) until tuesday am. Who would go into a contract with a company who an individual cannot report a fault for 3 days... not me, I'm off.
However shell want to charge me money to leave even if 30 days notice is given.
Avoid this company.
- Location
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- Location
- Sothend on Sea
- Reviewing
- Shell Energy
- Date
- 2022-02-18
- Comments
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Absolutely dismal appalling customer service
Once you have signed up and they have you on a contract They dont give a **** anymore Thats if you can get hold of them in the first place without incurring a huge phone bill STEER CLEAR AND LOOK ELSEWHERE
- Location
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- Location
- South Coast
- Reviewing
- Shell Energy
- Date
- 2020-02-05
- Comments
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Signed up for the service back when they were still First Utility, at which stage they were nothing to write home about, but inexpensive and serviceable enough - the occasional drop-out notwithstanding.
Since the takeover by Shell Energy, the company has become increasingly unable to provide the service we pay for. Of late, they have even resorted to aggressive 'traffic management' (throttling of downstream speeds) at peak times; it's been a lot like using an ISP from the early 2000s. In 2020, with homes far more reliable on a stable, reliable internet connection than they were in, say, 2003, this level of service is wholly unacceptable.
Worse, from the moment we informed them we were leaving, the issues have increased. As we await the switchover to BT, Shell have quite blatantly de-prioritised our account in reaction to our departure... and will be charging us an arbitrary £15 for the pleasure of extracting ourselves from an inadequate and worsening service.
Poor to begin with and petulant towards the end. I'd strongly advise potential customers to opt instead for grown-ups who can operate a service fit for the 2020s.
Use Shell Energy only if you're nostalgic for the early days of broadband. Or even, at peak times, the good old days of dialup speeds.
- Location
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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
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- Location
- South London
- Reviewing
- Shell Energy
- Date
- 2019-01-20
- Comments
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The broadband kept cutting out so we would have periods throughout the day when internet wasn’t available. This happened nearly every day over the 12 months we were with First Utility. It was also slow. They blamed other households using internet but we have never had these issues with the other 4 providers we have used. So could not receommend this company
- Location
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- Location
- South Normanton, Alfreton
- Reviewing
- Shell Energy
- Date
- 2023-04-05
- Comments
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The worst broadband provider, I have ever had the displeasure of being with
I have never had any problems with other providers in my area always a good signal, but shell it’s rubbish can’t wait for my contract to end so I can get some decent broadband
- Location
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- Location
- South Shields
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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Do NOT use this awful and abysmal sorry excuse for a company
I signed up and had a very slow speed service
I cancelled and moved address in a very short time frame and was just about within cooling off period
They charged cancellation fee which I did not owe so did not pay
They then affected my excellent credit rating by putting £106 cancellation fee debt onto my report
Nasty unfair thieving company with unusable service which kept going out
- 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
- South West
- Reviewing
- Shell Energy
- Date
- 2022-12-18
- Comments
-
Unbelievably bad. Have spoken to 7 different Shell, so called 'customer advices, people. They have been polite but obviously make it up as they go along. They pretend they are referring to my notes but have no record of anything. Have waited ,in 2 whole days for engineers I was told would come, either AM or PM and would text me to confirm time. They didn't come or text. I am being charged for a service I am not receiving. I have wasted hours phoning or waiting for Open Reach. I am under contract and want terminate but apparently can't, or have to pay a severence fee. That is so wrong. Can Shell do this, arn't they regulated. Are they as bad as energy providers as they are at telecoms?
- Location
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- Location
- south Yorks
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Comments
-
not a very good supplier, slow to act on my complaint about my phone line being down 3 days}still not fixed}all you get when you ring their number is a computer activated voice but no back up from a real person.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-09-09
- Comments
-
Have got issues with overchargeing me . Been heavily charged for calling them to complain. Also possible data protection act breach that they don't want to know about . BEWARE OF THIS COMPANY.
- 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.