789 Customer Reviews over 20 pages
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- Location
- northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-03-15
- Comments
-
AWFUL!
I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.
I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)
I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.
I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)
DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.
THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!
AVOID.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
-
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
- west midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
-
- Location
- lancashire
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
-
- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
-
Have been migrated from Post Office last week, all seemed okay until a day later. Can no longer log on to the server, cannot send emails, lost the phone line for 3 hrs, and after 3 customer service people and 2 hours later have been told they have a problem. What a surprise, UNDERSTATEMENT of the century, what a complete bunch of clowns.
- Location
-
- Location
- Wisbech
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Avoid at all costs. I was migrated from PO broadband. I've never had a problem in 5 years. I now have slow speed broad band and literally no phone. I have tried ringing customer services but there is no answer ever. I've sent numerous e mails and a letter.
I would get out of my contract but it won't let me log in to find a way to do it.
I have cancer and really can't believe how upsetting this all it. I just hope everyone avoids this terrible company
- Location
-
- Location
- Carmarthenshire
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Broadband went down at 10pm last night.
It briefly connected this morning but has been off now since 10am.
Despite saying c/s is open between 9am and 6pm on a Sunday when I called was told they are closed.
Abysmal service
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
- Location
-
- Location
- Bridgwater
- Reviewing
- Shell Energy
- Date
- 2022-03-12
- Comments
-
In all my business life Shell Broadband is the worst company that I have ever had the misfortune to deal with. Ex Post Office customer and well satisfied with them. Shell took over and no e-mail for 6 days. Put on hold for over an hour after spending 30 minutes getting through. AVOID THIS OUTFIT!
- Location
-
- Location
- SE28
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
-
The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
- Location
-
- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
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They stole a month off the PO account we had.
Average wait for poor contact service an hour.
Email arrived on same day apologizing that it was late.
TOO LATE TO CANCEL ORIGINAL CONTRACT
Cancelled on same day as taking out new contract after yet another run around trying to speak to billing.
This company is a shambolic waste of space and you should avoid it completely.
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!
I've been forced to go to another provider and had to pay an early exit fee for 289.00.
Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.
Terrible customer services, no the worst I've ever come across!!
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
-
DON'T TOUCH SHELL WITH A BARGE POLE
As of February 2022 my account was 'migrated' from the Post Office to Shell, however the data was incomplete and did not 'migrate' recent payments made by myself to the Post Office.
The result of this is I have received 5 letters from Shell threatening to terminate my broadband service for non payment.
I have written 16 emails to Shell, several to the Post Office, I have sent proof of payment via bank statements and issued two formal complaints.
On one of the many calls made to Shell I was put on hold by customer service for 1 hour and 30 minutes, to be greeted by a different agent who thought it was a new call.
All of the above has been completely ignored, I have been batted back and forth from PO to Shell and vice versa with neither willing to take ownership of their errors.
I have received five emails from Shell telling me my 'complaint has been closed' despite the fact nobody has contacted me and no 'resolution has been discussed or agreed, Shell think it's ok to close unaddressed complaints
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!
- Location
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- Location
- Northern ireland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!
Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.
AVOID!!!!!!!!!
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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Interesting to read the comments on here that reflect my own experience. Several years with PO Broadband with no problems. Now Shell have taken over and a few months later I am suddenly having intermittent speed problems - my normal speed is 35Mb/s but it is dropping to about 0.2Mb/s.
- Location
-
- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
-
I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service
- Location
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- Location
- West Yorkshire
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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The worst company I have had the misfortune of dealing with in over 50 years. Avoid like the plague
- Location
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- Location
- West london
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
-
SHell broadband ( take off first letter) - was with Postoffice before and was very satisfied.now the service has been taken over by shell, internet speed has slowed right down and i am unable to send emails.
If service does not improove, will be forced to seek new supplier !
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-08
- Comments
-
Terrible service for shell energy broadband customers. Eternal long contracts where you have no rights in terms of speed, which is far below the contract and what they promise. You can’t even cancel without hefty cancellation fees even if you are moving home where the service is not provided. You call service and all they want is to screw your over. Been trying to get rid of them for ages. I returned the router asap and paid for the usage I had. I also submitted a formal complaint and there is no mercy, no help when you wanna leave due to all this shortcomings. Avoid!! If speeds are slow they don’t care and charge! I wish they would let me go without further trouble and hefty fees when they provided awful internet for months and they still punish the customer. Horrible! Avoid at all cost.
- Location
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- Location
- East Midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-07
- Comments
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Pathetic up & download speeds. Paying for 35mbs download speed, receiving 1.5mbs for approx 20 hrs @ day. Up to 4 mbs for the other few hours.Impossible to watch video content. Emails fail to send. Often unable to do BB speed test because of slow speed. Cust Svcs slow to respond and try to blame everything but their own service. They expect customers to pay for engineers even when it is them at fault. Buffering as I write this. It may not upload. It dropped out again. I am stunned Shell have achieved an average of 2 stars. Somebody somewhere is being generous!
- Location
-
- 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
- Ayr
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
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Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
- 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
- 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
- north Devon
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Oh dear on phone sorry to keep you waiting over 1 hour and still waiting will be changing as soon as the post office contract is up.
- Location
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- Location
- WATERLOOVILLE
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Just been on the phone for 44 minutes listening to the worst music I've ever heard,I called the cancellation phone number, got through eventually and was told that he could not cancel my contract had to speak to another person who has or theorisation, this was Friday 4.30pm they don't close until 8pm but I was told someone would phone me on Monday, what crap service
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Disgraceful company. Took over my Post Office broadband (I never had a problem in 6 years with PO). Shell cut me off straight away, blamed a cable for it. Made my buy a new router, exactly the same as the PO one. Didn't work. Said I didn't know what I was doing and was plugging it on wrong (!). Still awaiting compensation. Every time I speak to them I have to wait 45 mins on hold listening to their vile music and adverts. They have missed the March billing date for PO customers, so we will be charged double in June. I want to leave but I wonder if they're going to try and ruin my credit record and send the bailiffs round for non payment of non existant bill. The most disgraceful company I have EVER dealt with (including Talktalk circa 2008) and Vodafone. In fact, it's an insult to put those two companies in the same feedback as Shell. I cannot wait to get away from them, and yet I'm afraid to leave. They are pathalogical liars, they say they're going to do something, and just don't. WHy should they, I'm only some crappy PO customer that was forced on them. If only I'd read the reviews I could have avoided the horror of dealing with this vile company. Unless you really are stupid, don't go anywhere near them, don't buy their expensive petrol either. That's all they're good for - pumping gas.
- Location
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- Location
- NEWCASTLE UPON TYNE
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Post office customer transferred to Shell energy. Customer service is terrible, by far the worst I have experienced in any company. Called but no answer after an hour of waiting, live chat had no response or automated responses, messages them using messenger which got a reply every 4-6 hours and eventually got a call from customer service. Agreed a price of £21.99 a month + £30 good will payment for difficulty in contacting them. My next bill they took £37.00. Refused to refund so I told them I would leave. Was still in cooling off period so arranged with BT. Now shell energy have sent me an email saying they want me to activate my new account and have set up another direct debit. Avoid them at all costs. Maybe cheap but quality is poor
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Transferred from post office and moved home.they offered new contract which i accepted.
When engineers visited,they could not connected to my existing cable and wanted to make more holes on front windows which i did not allow and they left
Upon calling shell,i was confirmed that contract will cancel itself in couple of days.
I called them up today and they want me to pay £350 cancellation charges.
Note: cooling off period has ended 7 days before they sent engineers and we customers have not right if thier engineers fail to carry out thier jobs properly
I am devasated and can not pay £ 350 for the service they never provided.
Please advise
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2022-03-03
- Comments
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As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.
- Location
-
- Location
- Huddersfield
- Reviewing
- Shell Energy
- Date
- 2022-03-03
- Comments
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Not happy at all my internet went down a couple of days ago I tryed phoning customers services up was on hold for an hour and a half eventually got threw. They did load’s of tests unplugged leads did full reset Of router Was told the internet would eventually come back on. Went to work few hours came home still not on. Iam not happy
- Location
-
- Location
- Pickett
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
-
Awful service and even worse customer service.
If you can get through to someone then they can’t deal with the issue and have to request a manager to call you back( they can’t put you through)
Up to 48 hrs wait which when they do not call you ,you have to wait another hour on the line to request a manger call you. If I could give zero I would
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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Shell recently has taken over from the list office, had loss of connection for over four weeks,I've sent numerous emails & tried to phone them but no response..Appalling Service
- Location
-
- Location
- Mold
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
-
Disgrace no customer service on hold on phone and live chat for an hour .leaving adap
- Location
-
- Location
- DARTFORD
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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My next door neighbour a 97 year old widower`s phone has been off for over 2 days. We were on the phone for over 4 hours and then her daughter for another 2plus hours in the evening unable to get through to Shell energy .That is unacceptable in my eyes .
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Shell Energy
- Date
- 2022-03-01
- Comments
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Got transferred from Post Office broadband who always had fantastic customer service. I'm not sure this lot have any customer service agents at all. Been on hold for 1 hour now. Stupid music and asking me every 30 seconds whether I want faster broadband. Nope, I just someone to pick up the phone and fix the broadband I have!
AVOID
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-03-01
- Comments
-
Upon being transferred from the post office to shell, I now have absolutely no landline connection at all without any explanation or cause! Getting through to them is insanely difficult to boot. I have been on hold now for nearly a full hour!! they simply do not employ enough staff to meet demand.
- Location
-
- Location
- Borders
- Reviewing
- Shell Energy
- Date
- 2022-03-01
- Comments
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Garbage. Was persuaded to upgrade to super fast fibre when I moved a few hundred yards. Drops every single day since the start. Several phone calls. Open reach visit. Still the same. Sick of bringing it up with Shell and it not getting fixed. Their own line test today showed speed at 18 when meant to be 40 with guaranteed minimum of 25. Utter, utter garbage response to my issue.
- 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.