1,452 Customer Reviews over 37 pages
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- Location
- Lowestoft
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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This box isn't big enough!! Awful customer care, billing extortionate,phone contact act abysmal, have they all died!! Left 2 months without incoming calls(crossed line) broadband intermittent to say the least. Son was ex Royal Mail customer, thankfully have bailed out!!! DO NOT TOUCH THESE. Arthur Meadows.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2020-04-19
- Comments
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Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
- Location
-
- Location
- Mickleover Derby Uk
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
- Location
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- Location
- MILTON KEYNES
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Completely and totally dissatisfied customer. I really wish I had read the reviews of so many others before I bought. Wifi constantly drops, customer service is shocking. I've had to call 4 times and spend an hour chatting and still nothing. I was sent an email of steps to walk through which included unscrewing the front of the broadband box on the wall. When I told the agent I was chatting with it was ridiculous to ask people to do that, he responded that it wasn't ridiculous. I'm so so so fed up and angry, I'm considering paying the fee to end my contract.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-04-27
- Comments
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My contract started last November 2021 and since day 1 my Wi-Fi never worked. I have an opened case since 6 months because they weren’t able to solve it. I’ve called the customer service so many times and it’s just a waste of time. They kept asking for money even to leave the contract and they only sent me an engineer on February. The engineer proved that there’s no fault in my house and they still charged me for it. I’m not free to leave the company as they are going to charge me for it. They gave me some credit back but they are using it to pay the engineer and basically since I’ve received this credit my Wi-Fi stopped working at all. I cannot even see the line. This situation is creating me so much anxiety and stress. I’m not even sleeping at night time. Nothing like that ever happened to me in my all entire life. I regretted so much signing that contract. Don’t join it because it’s the worst company ever. I never received the service I’m paying for and they only keep asking me for money. There’s nothing worst than that. I wish I could come back and never sign this contract. I’m trapped. Don’t trust this company.
- Location
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- Location
- Godalming
- Reviewing
- Shell Energy
- Date
- 2022-08-29
- Comments
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Utterly shocking service, reliability and speed in this day and age. I might as well post letters and visit the flicks to stay in touch with society
- 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
- Cannock
- Reviewing
- Shell Energy
- Date
- 2018-08-06
- Comments
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Quite possibly.the worst thing you can do is change to first utility broadband, chat to them about problems & they say we will update you...they never get back to you.if you prone to let them know of a problem.... You're charged for the call.a new provider with.i guess,no infrastructure& no experience,launched before everything was in place.
- Location
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- Location
- cheshire
- Reviewing
- Shell Energy
- Date
- 2019-09-02
- Comments
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Do not even apply this is the worst service I have ever had.Service staff are rude and arrogant ,speed is that of an elderly slug, reliability is a joke. I tried to terminate within 14 days charge is applied.
- 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
- 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
- Wales
- Reviewing
- Shell Energy
- Date
- 2023-05-23
- Comments
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Absolutely dog ****! I have never had a network with such weak strength and a high frequency to stop working all together! Not only that but the contract has no way to back out of their piece of crap package,
The people who developed this should be ashamed of themselves, you are a group of scammer scum and I hope you all rot
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2021-03-19
- Comments
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AVOID LIKE THE PLAGUE!
One year of no or low connection, intermittent connection, top speeds of 0.8 upload and 5 MB downloads.
Appalling customer service - unable to contact them via phone (which is expensive), emails ignored, complaints ignored,no ability to leave contract.
Even after my one-year contract was up, it was impossible to leave! Weeks after requesting that they cease the line, the line is still open and they are still charging me for broadband!
This company is impossible, infuriating and you should avoid them at all costs - don't say you haven't been warned!
Quite how they've won a customer satisfaction award for their broadband in 2020 given the number of negative reviews they've received beggars belief.
I would NEVER recommend Shell to anyone, and would certainly never use them again.
I have had to resolve my complaint through an ombudsman and still have got nowhere weeks after making it.
- Location
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- Location
- Brentwood
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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Into the 3rd hour of phone call spoken to. 6 people with no authority to cancel a non service since feb22.Numerous calls, visits and broken promises. Trying to terminate service. They are want to charge me £71 early termination charge for the non supply of service. Never again
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2023-05-24
- Comments
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I pay for 38m currently receiving below 5m.I have regular problems with speed.
I have given up trying to contact shell.Do not waste waste your time and money. Would you consider the reason shell broadband are allowed to provide such a shoddy service.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Terrible service - a number of outages which made me decide to find another provider. Two months later I am still waiting for a refund from Shell despite numerous emails & chat. Their latest excuse not to refund me is that they are claiming I didn't return the hub, despite it being returned tracked. Useless "customer service". If I could leave ZERO STARS, I would. AVOID.
- Location
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- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
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I am sending this review on behalf of my Father in Law WHO is 90 YEARS OF AGE, he has never had broadband in all his long life, he had a post office phone which was ta k over by shell, he decided to have his phone removed as he never used it,shell are now sending him threatening letters demanding that he must return their router ( which he never had) now they are saying that they will remove £35 from his account (ILLEGAL) because he hasn't returned this item that he has never had.
We have rang them 3 times and they AGREE that they have never supplied broadband to his property, but yet these threating letters STILL turn up.
What a disgusting company and if they carry on in this matter we shall not hesitate to SUE them.
- Location
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- Location
- BORDON
- Reviewing
- Shell Energy
- Date
- 2019-05-16
- Comments
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Wish ide never heard of this broadband provider since going over to them my computer takes ages to get on internet keeps buffering my tv keeps going off as there is not enough speed it supposed to be 2.5 mpm but only delivers .75 as they are not providing me with the service i'm going to leave without penalty
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-11-09
- Comments
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The whole experience has been awful. The connection and Wifi is very slow and doesn’t even extend to the next room. Customer service is horrible and when we try to cancel they ask for £300 cancellation fee. So we have to wait 18 months with the horrible WiFi. Do not buy this!
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2020-01-20
- Comments
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This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap.
- 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
- Widnes
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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Hi after been on the phone for over an hour to cancel this broad band as it’s off more than it’s on any body thinking of taking this broad band on wouldn’t bother it’s slow doesn’t work and charged me 102 pound to cancel and next mouth bill plz read reviews because this is worst broad band ever day light robbery and wouldn’t recommend these to any body
- Location
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- Location
- Saffron Walden
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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I can echo all these reviews with my own sorry tale of dealing with these charlatans. I have live here 8 years in a rural location. Originally I was with BT, and as I'm 5 miles from the exchange on ADSL I had a BT Engineer spend a whole day fault repairing the line. He assured me that the best I would ever get was 1.2 Mbps download.This was useable, but at £40.00 / month - too expensive. So at contract end I went to Talk Talk, and the speed dropped to about 0.9 Mbps. I then went to Shell Energy, and the speed was about the same, but cheaper at 20.00 / month. Then last year, my speed crashed to about 0.14 Mbps, so I began a complaint. Initially Shell Energy made pathetic excuses, so I involved Resolver. I went through all the procedures & finally involved the Ombudsman. Along the way I also had a new Router sent out ( which made no difference ),and was also threatened with a fine for not returning the old one - even though I had proof of postage.! The Ombudsman sided with Shell, and blamed my poor speed on Openreach, who are outside their remit. Shell offered a "Goodwill" payment of £50.00 for me to close my complaint. The whole thing is a carefully choreographed con. The fact is that Shell bought out Post Office, and rather than pay for extra bandwidth from Openreach - they just cut everyone's speeds. As I already had next to nothing - the cut trashed my internet completely. The Ombudsman however seems to think that 0.14 Mbps download is acceptable, and despite Shell offering 1-2 Mbps, they are not in breach of any Consumer Law, and I must pay full price.! This is a true and factual review, and I have a wealth of evidence to back it up. If it prevents just one other person going through the nonsense I have put up with........then my work here is done.
- Location
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- Location
- Bury st edmunds, suffolk
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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My internet connection was absolutely appalling, it kept disconnecting from the internet to the point that after *many* phonecalls to Shell they sent out an engineer.
The best he could do was to make a second frequency available to connect to and that kept dropping off too!
Do *not* go with shell if you want a good internet connection!
- Location
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- 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
- Bishop Auckland
- Reviewing
- Shell Energy
- Date
- 2018-07-27
- Comments
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Complete and utter rubbish. No one wants to help, they then promise to ring back and never ever do. We have not had internet for over 5 weeks now
- Location
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- Location
- Lincoln
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
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Never have I met such a totally inadequate customer service. Used the on-line chat-uselessm, was told I needed to ring. Spent hours listening to music, then told I needed to speak to Customer Service - that was who I had just rung !! That would be another 25 mins. at least. Never known such atrociuous service. I will make a claim for my wasted time.
- Location
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- Location
- County Antrim
- Reviewing
- Shell Energy
- Date
- 2023-02-13
- Comments
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Absolutely appalling service.
Inept customer service that pass you round in circles.
A product that doesn't work relaibly and a router that drops the WiFi completely in the next room.
Avoid this company and product at all costs.
- Location
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- Location
- salisbury
- Reviewing
- Shell Energy
- Date
- 2021-12-22
- Comments
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awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-10-04
- Comments
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I was a happy Post Office customer until Shell took over! They doubled my bills without warning, when I called to cancel they offered to credit my account and gave me a new deal, I only agreed if they stuck to what they promised, next thing i know, they cut me off and started chasing for the money they promised to credit! you can never get hold of them and when you do, they cut you off! I did manage to speak to someone once and she said i was lying! i reminded her the calls were recorded and to go and listen to them, i then got an email saying they have listened to them and i am lying! Now in contact with citezens advice! Avoid this company
- Location
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- Location
- Southeast London
- Reviewing
- Shell Energy
- Date
- 2022-11-24
- Comments
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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
- Littlethorpe Leicester
- Reviewing
- Shell Energy
- Date
- 2021-11-25
- Comments
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Absolute waste of my hard earned money slow unreliable wifi
I'm not receiving the service I'm paying for
- Location
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- Location
- Ferndown
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
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Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service
- Location
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- Location
- Ellesmere Port
- Reviewing
- Shell Energy
- Date
- 2022-10-04
- Comments
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Really awful broadband. Pay £28.99 for
download speed of 6.8mps and upload 0.6mbs something there own in house systems acknowledge as true. Had more drop-outs than is 'normal' their customer care inform me. They have offered me free termination of contract which has months still to run. NO REFUND THOUGH. I have lost count of the hours spent on the phone awaiting response on the telephone. Good service... don't bother.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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Avoid at all costs!
Liars, broadband is shocking and the customer service is appalling. Will be leaving as soon as we can
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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I posted a review over 12 months ago and frankly if anything,it's worse,despite a promise to contact me,nothing happened.Having had terrible service with Talk Talk,had I known Shell Energy were using them,I would neverhave touched them .Avoid this company.
- 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
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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Total rubbish. Keeps falling out. Their"award winning router" can't hold a signal for 5 minutes without it disconnecting. DO NOT BUY
- Location
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- Location
- Ml67ae
- Reviewing
- Shell Energy
- Date
- 2022-03-06
- Comments
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Crusty with Shell energy and decided to try there broadband,Big mistake. Made the order and received router approx 30 days later and at that point new that it not suitable and no where near the BT service I had moved from so I cancelled within the 14 day cooling off period but was told my cooling off STARTS from my phone booking and they are charging me £287. They will not budge on this even though I cancelled on first day of receiving router. The land line does my work stop after 6 days of telling them and the broadband is slow or not possible from room to room. Please don’t be caught out like me. Avoid Avoid Avoid.
- Location
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- 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
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.