1,452 Customer Reviews over 37 pages
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2019-01-02
- Comments
-
I have had the Broadband contract for the last 13 months and it will finish in another 5. I have already put into my calendar that I need to look for another Internet provider.
The speed of the Internet dropped when I moved my house. I have logged in a complaint as that's what they suggested to do. Well, it sounds that they have theirs house in order however it is just to delay your decision about the change. It took me about three months, one visit of the engineer to hear that the speed of the Internet is as expected. It was such a waste of time. They have offered that I an cease my contract only for 58.5 not the full price. Well that is not a solution for me, they also said that the speed is ok even though the Open Arch engineer came and said that is is slow and the fault is on the Internet provider side.
Another problem was just at the time when I started with them. They just simply never send to me the broadband starter kit! I rang them few week after that as I was travelling and they said they will send it again. They have never refunded the days which I didn't have the Internet!
If you have a choice go to someone with good customer service and actual broadband.
Thank you.
Anna
- Location
-
- Location
- southampton
- Reviewing
- Shell Energy
- Date
- 2017-12-03
- Comments
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Stay away! this company mis-sold broadband to me, they then emailed me saying apologies we mis-sold this service to you, then i cancelled (this all happened day one) i then received many emails saying i have not paid my bills, they then threatened me with court or a cancellation charge of £323. They are a joke and will damage your credit rating after they lie about what service they can give you. i will be keeping all emails for proof.
- Location
-
- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2019-03-12
- Comments
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I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you!
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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Terrible service. Slow internet. Impossible to contact support, very difficult to cancel (even out of contract). Avoid.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2023-08-31
- Comments
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Far cheaper (initially) when I joined but I have been plagued by very slow broadband speeds (once recorded at 0.2Mbps) and signal drops. I'm now switching to Plusnet and Shell have cancelled my service one full day earlier than requested. Beyond dreadful.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-06-30
- Comments
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Shell bought out Post Office broadband and our Wifi has been terrible ever since. Our internet randomly stops working day or night, and often for an hour. I’ve never experienced such poor quality service with any other broadband provider.
(Oh, and Shell now also provide our landline service, which had worked perfectly for 20 years. Recently our landline was down for TWO WEEKS with no explanation or apology from Shell.)
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2021-07-28
- Comments
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I recently left shell on June 2021 but kept receiving bills which more than tripled , I kept phoning them to say why is this since I usually pay at the beginning of the month and left 2 weeks before the next payment due. Initially , they themselves did not understand why I had charges. Then they said about early termination fee , which I refuted since I was with them early July 2019 for an 18 months contract. But when I phoned the last time to resolve this apparently I had to pay an engineer fee for the month of May for a simple repair which mind you did not fix the internet that’s why I left them in the first place plus a cease fee. I caved and paid just to get it over with as I do not want to deal with them anymore. Poor internet service even poorer management and ripped off
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-11-13
- Comments
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Terrible service, always on hold, lack of support.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Dont use them they shyt me off a monthe early and then only came up with 25 quid as a good will gueture There avin a laugh
- Location
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- Location
- Southeast London
- Reviewing
- Shell Energy
- Date
- 2022-11-24
- Comments
-
Disgusting provider, really need to stick to fuel
Had my broadband with them for over eight months
Extremely poor service from broadband and also from Customer Service don’t get this broadband provider not helpful. Keep you waiting on the phone for 45mins . Only to be told if you want to end contract as service is so bad you need to pay but they’re not providing the service you signed up for disgusting provider, keepaway worth paying a little extra I’m going to more reputable provider
- Location
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- Location
- Southend
- Reviewing
- Shell Energy
- Date
- 2023-12-12
- Comments
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I've complained and been sent a new router and told there speeding up my connection. Non of this makes a difference it's just rubbish.
- Location
-
- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2020-07-26
- Comments
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Very unreliable and slow
- Location
-
- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2023-04-19
- Comments
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I have been without broadband for a week now. Shell finally sent me a new router on second class service even though I said it was urgent it was sorted. Customer service completely unhelpful. Shame I have to wait 7 months until I can leave them. 5 days since the router was sent and they refuse to contact Royal Mail for an update.
- Location
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- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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What a complete joke this fibre plus broardband,keeps buffering, unreliable and customer service,what service.constantley put on hold and the tech team won't fix the problems.find a better company who have great service,reviews on here tell the same story rubbish and very slow broardband.
- Location
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- Location
- Southwest
- Reviewing
- Shell Energy
- Date
- 2020-08-14
- Comments
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Moved house, tried to move contract over to new house. Was told we would not receive an early termination fee. However, 3 months later, being pestered to pay £150 for an early termination fee! Impossible to get through to them over the phone. Absolute rubbish.
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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very disappointed as we work from home they couldn't sort my problem over the phone. Was clear a problem with router, asked to send a new router to sort the problem instead they said a booster would be a better option. 8 days until receive the booster that still not sorted my problem. My only option was sign up to a new broadband that actually works with better speed and took them 1 day to come here and install everything. Shame on shell and shame I still have 10 months left to pay for internet that is weak and no need anymore. don't go for shell
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Comments
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Probably the worst broadband provider in the country. Ended my contract on 27 Aug when told router must be returned within 30 days or would be billed £30.Sent 5 emails, 2 phone calls and a chat before I received the bag & label to send it back although both phone contacts promised to arrange a delivery. Further month payment taken over a month after contract ended leaving a credit balance of £21.Now middle of October and have just been told that nothing has yet been done to return the over payment and it will be at least another 10 days before I receive it.
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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This is what happens when you leave Shell.
Broadband contract expired 7 Aug. Confirmed by Shell email 8 Aug.
Further £22.99 taken 31 Aug. When queried told would get refund within 10 days. Did not happen.
16 Sept received final bill with credit balance of £21.94, payable 4 Oct. Told would get refund within 10 days. Did not happen.
13 Oct told refund had not been made because I had not asked for it but I would receive it within 10 days. Did not happen.
25 Oct told refund had not been made because the account had not been closed but I would receive it within 10 working days. Did not happen.
2 Nov told that a manager had approved the payment 2 days earlier and it was cleared for paying.
8 Nov still not received.
I feel that the identical 10 days promises by different employees suggest a company policy not to pay overcharges. Different employees all used different reasons for non-payment. Other comments on Internet review sites indicate similar actions are standard. Twice I asked to speak to a manager but was told that this was not permitted.
- Location
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- Location
- St Andrews
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst broadband
Worst customer service
- Location
-
- Location
- St Helens
- Reviewing
- Shell Energy
- Date
- 2020-10-16
- Comments
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I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
- Location
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- Location
- St Helens
- Reviewing
- Shell Energy
- Date
- 2021-01-17
- Comments
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I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell
And I asked them to take over the line .Shell then sprang into action wanting an early exit fee .As I hadn’t broken the contract they had broken it I refused to pay .A year on I have had to pay and now I am still
Being asked for the money .Age 74 and living alone they are constantly harassing me. Anything is better than Shell just don’t go there .You
Can tell them
A hundred times you have paid but there is no
Communication
Within the company
- Location
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- Location
- st helens
- Reviewing
- Shell Energy
- Date
- 2021-03-15
- Location
-
- Location
- St. Helens
- Reviewing
- Shell Energy
- Date
- 2022-10-26
- Comments
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Terrible Service for just about everything! Experience frequent "drop-outs" and very slow speeds.Intetnet radio disconnects.Extremely bad customer service. Take far too long answering calls only to be disconnected. Unable to view bills and make amendments FOR MONTHS. Definitely not recommended even at their competitive prices.
- Location
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- Location
- St. Neots
- Reviewing
- Shell Energy
- Date
- 2023-09-04
- Comments
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What a load of rubbish if I could I'd give them minus 5
- Location
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- Location
- STAFFORD
- Reviewing
- Shell Energy
- Date
- 2022-07-12
- Comments
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Disgusting customer service. In short I have had major issues with internet connection and phone line; the problem has mainly been since Shell took over from Post Office. Interrupted internet for 4 months and very slow or no connection for long periods, interference on landline also. After trying everything that was suggested and a total of 4 engineer calls to the property and a new router we eventually got a better service.
Due to the loss of a service that I was paying for and not getting, other than intermittently, and the amount of time wasted trying to get through to customer service I decided to ask for compensation. I started this process in April and, after various misinformation from customer service staff, I have found out today that I am not entitled to any money back! I find this strange as I had previously been told that the amount I had agreed on had been reduced and that it was approved and in the hands of the finance dept. I have made numerous calls in order to chase this up with no communication initiated from Shell; funny how quick they were to contact me to say they wanted money for the router I had supposedly not returned.( I had evidence of the return)
I strongly advise people NOT to use Shell as their internet or phoneline provider.
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2022-03-28
- Comments
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Migrated from Post Office after many years of excellent service The service from Shell in every way rubbish I have tried to move to another supplier and Shell have blocked this do not sign up to this company
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2020-01-10
- Comments
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Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload
Over Xmas noticed that broadband was very slow and continually dropping out.
In New Year found that phone was not working so raised service call.
Broadband speed down to 6Mb download and 4Mb upload...a joke!!
Within 24 hours told that tests had shown fault on line and they will arrange for BT engineer.
5 days later still waiting to hear when appointment.
My wife has cancer so we need phone to receive hospital appointments and to make emergency calls if needed.
Having to raise formal complaint now with Shell.
They do not seem to care at all.
We will get out at first opportunity
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2021-08-27
- Comments
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Constant ‘drop outs’ and then the most useless Customer Service
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2023-04-15
- Comments
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BE CAREFUL WHEN SETTING UP SHELL BROADBAND!! Initially I was very pleased with my broadband deal from Shell and had my deal confirmed in an email specifically stating there would be no setup charge. All was set and looking positive but a few days after agreeing the deal, I received an email to say there would be a delay in setup for a few days as an engineer would be required. This was not a problem, I was content with this. A day or so later I receive another email stating that my current provider has informed Shell that I am no longer switching to them and staying with with my current deal and therefore my order with Shell had been cancelled. I contacted my current provider and they confirmed that no communication between the companies had taken place and no such instruction had been given to Shell. I contacted Shell and, as the email stated, my account had been shut down so I spent nearly two hours on the phone re-ordering the broadband package that I had originally tried to purchase. When the order was almost complete and I was being read the charges for the account, a new installation fee of £67 had been added to my bill. I questioned this, as this was not on the original bill. Shell insisted they had no record of the original package fees, so I offered to email the contract details they had sent to me that clearly stated there were no installation fees but they said that wouldn’t make any difference and that contract must have been arranged at a different sales office. They were adamant that the £67 instillation fee would still stand and after being left waiting on the phone for a further 15 mins (whilst they went away to try to find information on the original deal I was offered) I had time to think and felt very dubious about the cancelled account and began to wonder if this was a deliberate cancellation by Shell because they had realised that my instillation would require an engineer and wanted me to pay for it. These thoughts are especially supported by the confirmation by my current provider, that they had not had any communication with Shell. I would have more respect for Shell if they had been honest from the start with the £67 instillation fee should an engineer be needed rather than just a cancellatIon to my account and, in my view, trying to add the fees on via the ‘back door’. If I hadn’t been paying full attention, I could have agreed to this package, with the extra fees and not realised, I was now paying more for the same deal. Anyway, I put down the phone receiver and decided to give the company a swerve. Probably best given the other reviews I have read. If they can’t be honest and straightforward from the start, how can they be trusted?
- Location
-
- Location
- staffordshire
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Have a line fault Shell aranged for Openreach to contact me when they are coming, waited three days but no call from anyone. Have tried to phone Shell six times. waited at least 30 minutes to 45 minutes not answered. fed up with this so called caring company, off back to another provider
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2022-03-17
- Comments
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Having being moved from the Post Office for broadband & land phone, shell energy display a diabolical level of customer service, telephoned 3 times today & no reply after waiting 20, 22 & 25 minutes respectively! I am not happy.
- Location
-
- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2024-01-10
- Comments
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Diabolical!! It's Awful wished we had never changed provider. 2.09 mbps this morning! My recommendation is do not use Shell as a broadband provider, you'll be wasting your money.
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2021-10-04
- Comments
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As all the other reviews, shocking. I was moved over from the post office and have received intermittent internet supply where it randomly turns off. I’ve tried a few times calling the helpline but I’ve been left on hold for over half an hour each time and given up. I tried emailing but they ignore those too. Just give copy and paste responses. They even tried to say they called me but they haven’t called me once. I’ve researched their service since and found they are a total shambles and have a huge string of angry customers that they just don’t care about. I think a few more of us need to go to OFCOM about them as it’s never going to improve.
- Location
-
- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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Placed my order on the 3rd, order was cancelled by openreach on the 10th, she’ll failed to communicate this at all, even when I rang on the 10th. Advised I had to wait until after the 14 day cooling off for install (absolute rubbish as plusnet installed within 2 days of order)
Called on the 21st and was told my order was cancelled, no manager able to speak to you, no complaints dept takes in lunch calls. Useless company I wouldn’t recommend to my worst enemy DO NOT BUY FROM THEM!
- Location
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- Location
- Stamford Lincs
- Reviewing
- Shell Energy
- Date
- 2022-02-02
- Comments
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It took me 45 minutes to get through to customer service to talk about renewing my contract.
I am not in a position to change to another company, otherwise i would have galloped away!
Even though I said at the beginning that I wanted to renew, it still took their "service" department that length of time to answer my call (at 7pm when I would have expected fewer people in the queue) and that incessant, dreary music plus the constant repeating of how wonderful they are, was driving me nuts!
If I could have gone elsewhere, I would have, believe me.
This is a rubbish company and if you have any sense you will go elsewhere!
- Location
-
- Location
- Stanley
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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This is the worst broadband going ever since it changed from the post office to this ive had problems all the time and when i ring up 4 different times shell energy gived me different options all 4 times and wants to charge me £65 for an engineer to come out and see the fault and im on the post office monitor still but they wont send me there monitor untill the engineer say i need a new 1 even though ive had connection problems for months now and if i want to leave them they are charging £300 just to leave the broadband its so ridiculous
- Location
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- Location
- Stanley, Perth
- Reviewing
- Shell Energy
- Date
- 2024-01-02
- Comments
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Since starting with Shell we’ve had nothing but trouble. Signal cuts out constantly whilst using anything WiFi related. There’s been the occasional time when it’s worked well for a few days then it’s back to square one.
Makes you feel like not bothering to try and watch a film or series when it cuts out so many times.
Will not be staying with them.
- Location
-
- Location
- Stansted
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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Poor service and even worse customer service. Keep insisting to send the router back even though we returned it. Regrettably we didn’t have proof of postage so paid the 35 pounds they were asking, only to still be harassed by emails for further payment! We are currently still being harassed by them, and will be possibly seeking legal advice regarding their continued emails asking for payment. Customer service is unable to answer the questions or resolve any problems, and in general are quite rude. I have since changed to another budget broadband provider, which is albeit 5 pounds a month more expensive, but worth every penny to not have to deal with a company that employs bullying tactics.
- Location
-
- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
-
A truly dreadful company. Appaling customer service. How is it possible for a company to be this bad. An hour on the phone for a bill enquiry(Still not solved) Will be leaving when they,if ever,eventually answer the phone. Avoid.Get your broadband elsewhere,
- Location
-
- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
-
The worst company I've ever dealt with. Avoid at all costs. I'll be switching providers and cancelling my direct debit with immediate effect
- 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.