1,452 Customer Reviews over 37 pages
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- Location
- bristol
- Reviewing
- Shell Energy
- Date
- 2021-02-17
- Comments
-
Avoid Shell broadband like the plague.very poor customer service..no one gets back to you after promising to..they told us they would deal with our case..but the guy who said this never did.The slow broadband speed we had for months on end was not our fault and we were told we would get compensation but didnt deliver..engineer had fixed the problem and told us our speed was now ok..but had no confirmation of what we are actually paying..eventually went on the app to see we are on the fastest speed and paying for it even though i did actually ask to cancel this higher price as the original speed would have been adequate if it had been working right in the first place..very dissapointed
- Location
-
- Location
- BRISTOL
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
-
Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-03-06
- Comments
-
They are dodgy so don't choose them.
First of all when you opening a shell energy account you can create a broadband account too so they offer both services in one phone call but when it comes to terminate your contracts when you have to terminate it due to relocation, then you can not expect a fast service and one by one you have to call their lines. So, they are really terrible and time wasting and average make you wait on phone call 10 minutes and also on the top of it it takes 5-10 minutes the actual talk. So to terminate my broadband I had to make 3 phone calls because they don't provide an email service at all to terminate broadband service and their router return self-service barcode creation link is down. So I had to spend 1 hour at least for too much hassling.. Their IVR system does not make sense either, you provide your name, your all details but an agent ask them again..
secondly, they send me an email and a link in it to create barcode for returning router and it gave HTTP 404 error when I clicked it, so it means their server is down, actually they are not providing that service. So I had to call again and waste another 20 minutes.
Thirdly they issue 1 month bill even if you do not use anything that month. I terminated my contract 3rd of March, 00:00:01 they deactivated my internet so for 1 seconds or 0 second usage they requested 1 months bill apart from 2 months early leaving fine.. They could easily offer me to terminate it 2nd of March so that I did not have to pay 1 month extra but they did not.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-02-24
- Comments
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Well they started poor, and ahve not got much better. Regular 12mbs Fast broadband, for over a week the max speed I had was 1.2mbs, then I had 3 days of 12mbs before it all came crumbling down, for the last 5 days I have when I have been able to connect speeds measuring around .2mbs and even one that returned as low as 67kbs. All with hardwired connection to router. Still no response from Shell. If I had know they were a talktalk reseller would not have joined.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
-
Broadband cannot even manage to maintain a video call. Got told I could keep my number then I can't.
Spends literally hours on hold being passed from one department to another and then back again as they don't know what their doing. I was misquoted early termination fees so decided to bite the bullet and leave, only to be told I eoukd have to pay £270 to end the contract early.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-09-07
- Comments
-
Transferred from Post Office broadband. After being a customer for over 10 years.
My review of Shelly Energy Broadband:
Overall good value & service.
Great internet speeds
Customer service times, does need some improvements. I've found the best way to contact them is through the "live chat" on the website.
Internet has gone down a couple times, however customer services are good at tying to find the issue.
They are one of the only broadband providers that still don't require you to have a direct debit with them.
So bills can be paid in person at the post office.
Or through there website.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
-
The change over from the post office
seems to be a bit of a problem.I cant
get in touch with them too sort out my
account.You wait for ages on the phone
were you just give up nothing like as
good as the post office at least you
could talk too their customer service.I dont think Shell energy have one.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Awful company. Broadband is patchy at best, speed is NOT what is advertised. Sometimes you can generate 10MB connection speed, other times it just falls out completely. Web pages don't load properly, pictures and message interaction is a nightmare.
Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.
Tried to cancel but they put every barrier possible to delay you and thus fall out of the cooling-off period.
AVOID AVOID AVOID.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-10-04
- Comments
-
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
-
- Location
- Bromley
- Reviewing
- Shell Energy
- Date
- 2020-11-25
- Comments
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This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away.
- Location
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- Location
- Broughty Ferry
- Reviewing
- Shell Energy
- Date
- 2020-05-30
- Comments
-
If thinking of moving to shell energy broadband don’t !!! They are totally useless. Despite many phone calls no resolution to their error. Staff especially Ally were useless.
- Location
-
- Location
- Brown
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
-
We only got it installed last few days after being harassed by staff in Curries informing me I'll get same as sky for less £.
Absolute ********.
Avoid Shell broadband....forever on phone to them with no results and threatened with penalty if breaking contract....money well down the drain.
AVOID THEM LIKE a PLAGUE.
- Location
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- Location
- Broxburn
- Reviewing
- Shell Energy
- Date
- 2022-10-12
- Comments
-
Stay away, horrible customer service from shell. Website crashes all the time. I was waiting for 3 months to get internet connection!!!
Not recommended.
- Location
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- Location
- Bruton
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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The worst customer services I have every dealt with, rude, law breaking (some of the call staff refuse to do a SAR on request and many have no idea what it even is) The reliability of their internet they inherited from the Post office. DONOT DEAL WITH THIS COMPANY
- Location
-
- Location
- BT67 0LT
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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This company is less than crap was with post office, the service was great, then these cowboys came along. I decided to leave due to be charged double for my bill with no explanation, no explanation of my bill. decided to leave and got to talk talk. they blocked my incoming telephone calls and slowed down my internet speed, all I can say Shell Energy is just scum at the highest level.
Regards
Eric
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2021-11-03
- Comments
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I have bee a customer since April 2021 and as soon as my contract ends I will find another supplier.
For weeks after our service was connected our speeds were much lower that predicted and when I logged onto my account the messaging confirmed this. Customer Service at Shell refused to acknowledge this and then the speeds improved, but still lower than predicted.
Broadband was unreliable for sometime and still resets after incoming/outgoing calls.
We put up with it rather than spend time getting nowhere calling Shell.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2021-12-09
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2023-06-21
- Comments
-
Cut off an 89 year olds phone line that was linked to his alarm - resulting in him being on a hard floor overnight for over 12 hours with no way if alerting anyone. The customer service is non existent and truly shocking! Even after speaking with various managers who endured it would be sorted and line in action asap, I call back and they deny all knowledge of any conversations-cowboy outfit through and through and absolutely no interest in helping no matter who you speak too! Please stay away from this company
- Location
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- Location
- Bucks
- Reviewing
- Shell Energy
- Date
- 2022-07-11
- Comments
-
Broadband speed no where near predicted. Broadband service dropped out and cut out everytime we had an incoming call (new provider doesn't).
Left after a year and they owed me money, which I got fed up waiting for and so had to remind them, they said I would get it in 10 days it took nearer twenty.
- Location
-
- Location
- Burbage
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
-
The broadband won't connect to my phone. Im even in the same room as my router. 6 feet away. All I get is that I've got to buy an WiFi enhancer. It's not there responsibility. An absolute disgrace. The customer services is so shocking
It's an absolute disgrace from top to bottom. People do not sign up for any shell broadband connection It's so poor. You never get what your paying for .I wish I had never moved to them . I've got consumer direct and trading standards on the case
- Location
-
- Location
- burgess hil
- Reviewing
- Shell Energy
- Date
- 2019-10-12
- Comments
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The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
- Location
-
- Location
- BURNLEY
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
-
Spend most mornings with the broadband dropping out and reconnecting now evenings are getting as bad.very poor overall made a big mistake moving from talktalk
- Location
-
- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2017-12-18
- Comments
-
Don't use if you want to ever think you might need to contact customer service. It's a joke. Takes nearly 5 minutes to even join the queue and then for ever to actually talk to anyone. If you are unlucky you then are put in another queue. Customer service is nonexistent
- Location
-
- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
-
Connection drops or only gives me 6mb now for the last 6 weeks, it was working fine before that, tried to call customer service and after 45 minutes I got through but I explained what the problem was and the guy put the phone down on me, I’m now trying to call back but they will be closed by the time I get through. Not fit for purpose, use someone else.
- Location
-
- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-10-14
- Comments
-
Utter useless internet, worked fine for a week and now I’m only getting 7.5mb speed which is now fast enough for the tv to work, it will work during the day but after 6pm to 11pm tv will not work.
- Location
-
- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-10-31
- Comments
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If you want slow internet to the point where you can not watch itv hub channel 4 or 5 and usually bbc then here’s your provider, I’m so annoyed with them I had no problems for four weeks and got a fast speed now it’s terrible and I just want to leave.
- Location
-
- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2017-12-16
- Comments
-
Don't use this company if you think you might need customer service. Almost impossible to contact unless you are prepared to spend ages on the phone and listen to dreadful music. Email does not work.
- Location
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- Location
- Burscough
- Reviewing
- Shell Energy
- Date
- 2018-05-05
- Comments
-
Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
- Location
-
- Location
- Bury
- Reviewing
- Shell Energy
- Date
- 2022-12-20
- Comments
-
Had trouble from the beginning!!
Keeps looking signal.Even when I'm sat next to router.Sent me a twin pack extender.worst instructions going.I can't wait for my contract to end.
- Location
-
- 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
- Bury St. Edmunds
- Reviewing
- Shell Energy
- Date
- 2022-05-14
- Location
-
- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2023-08-14
- Comments
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Had no problems until i decided to switch, my broadband suddenly developed a fault and was constantly going on and off, no help whatsoever from customer support, I would advise against using shell energy broadband awful service and poor speeds waste of money cowboy outfit!!!
- Location
-
- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2020-10-26
- Comments
-
First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
- Location
-
- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
-
Do not use this company, you have been warned! worse than TalkTalk, Blatent lies about speeds, promised 14 day get out clause if not happy which again lied about, 3 hour waits on phone to complain, claimed they didn’t receive the router back even though I had proof of postage, loads of apologies but no refunds or compensation, absolutely dire customer service
- Location
-
- Location
- Caerphilly
- Reviewing
- Shell Energy
- Date
- 2020-05-06
- Comments
-
I can’t comment on the actual broadband as I’ve had to cancel within my 14 day cooling off period. However as far as customer service goes, it was easy to get in touch and on both occasions when I needed to speak with someone, I spoke with Ali who is a credit to the company.
- Location
-
- Location
- Calne
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- Comments
-
I have been a client of Shell Energy for a few months and I can not wait to leave. The Internet is shocking. It cuts out on average 10 times a day for about 5 minutes at a time. In the last 3 days I have had 4 hours of connectivity. The rest of the time I have zero Internet connection. The light on the router is either red or not lit up. I have called numerous times, been on hold for hours and I am yet to actually get hold of a human being. Nobody seems to work for your customer service. How you exist as an Internet provider is beyond me.
- Location
-
- Location
- camberley
- Reviewing
- Shell Energy
- Date
- 2023-08-09
- Comments
-
shell broadband kept on cancelling my order , because of them i was without broadband for 1months +....existing broadnand provider disabled their services in order for shell to switch ...and shell cancelled my order on the switch day....dodgy ...
- Location
-
- Location
- Camberley
- Reviewing
- Shell Energy
- Date
- 2023-01-10
- Comments
-
Changed from SKY frpr broadband and telephone. from day 1 some callers to my landline got the message "This number does not exist" Shell were unable to fix the problem and after 4 months I went back to SKY. To add insult to injury Shell employed a debt collection company to chase me for £35 for the failure to return their router !!! unbeliveable
- Location
-
- Location
- Cambridge
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
-
Internet connection keeps dropping out and failing to re-connect, happens on my laptop and my phone but not at the same time, have to shut down and re-start to get internet again. Had acall backfrom them asking for photos of the router back and front as well as myphone socket. Vague mutterings about 5G, took readings of connection speed for them over a period of three days and submitted them but they have never phoned back despite chasing twice by email. Hopeless technical and customer service, I will be changing to another provider as soon as the contract period ends.
- Location
-
- Location
- Cambridge
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
-
Broadband is down since last Friday and nobody really cares about it. Shell energy customer service is a nightmare. Really difficult to contact them and they are not providing any really help. Avoid them. I have to wait for 6 more months until the current contract expires.
- 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.
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