1,452 Customer Reviews over 37 pages
-
- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
-
So far BLOODY USELESS.
To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
Wish I had NEVER JOINED!
- Location
-
- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-08-21
- Comments
-
Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
- Location
-
- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
-
Lost Internet for a whole week with no fault my end. Phoned for a refund and told it would have to be approved first. No refund came.Have nothing to do with SHELL INTERNET.
- Location
-
- Location
- Lewes
- Reviewing
- Shell Energy
- Date
- 2017-12-16
- Comments
-
Customer service is fairly good and helpful, however, customer service should be low down the list of desirables as ideally you shouldn't need it. Speed is ok. The biggest let down for First Utility is the frequency of broadband outages and disconnections. In terms of reliability they are appalling. This is why I have rated customer service quite high as I often need to contact them to ask why I have no connection!
Overall impression ... steer clear. Very unreliable.
- Location
-
- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2021-09-15
- Comments
-
The main issue that I had with Shell Broadband was after ending the contract. The router was returned but constantly got email reminders to return the router! Customer service was poor, therefore to ensure that I was not charged £35 for returning the router, I cancelled the direct debit. I was in credit by £6+ but decided rather lose that amount compared to £35!
- Location
-
- Location
- Stanley, Perth
- Reviewing
- Shell Energy
- Date
- 2024-01-02
- Comments
-
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
- High Peak
- Reviewing
- Shell Energy
- Date
- 2023-04-14
- Comments
-
When it works, it's great. The problem is, the connection seems to drop several times a day. It always comes back up after about 30 seconds, but the unreliability is getting to be quite annoying. I didn't choose Shell Energy anyway, I was ported over to them by Post Office Broadband, who's service I never had a problem with. I am definitely going to switch.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-10-29
- Comments
-
As with most customers, I was originally with Post Office. Had no major issues for most of the time. Even got a 'good' deal with new contract.
Something must have change in September.
Now cannot access my bill (it should be zero), technical issues says website, try later.
Ten days later still no bill. Tried their chat service but that not available.
So I emailed threatened to cancell. Within 10 minutes someone from their customer service phoned me. According to her manager my issue had been sorted. It hadn't.
I may still cancel.
On the router return problem people mention.
When the router was originally sent it was s "free router" and I had to pay postage to receive it.
Thus if it was "free" then it is mine to do with as I like.
- Location
-
- Location
- Thetford
- Reviewing
- Shell Energy
- Date
- 2018-06-18
- Comments
-
Avoid if you don't want to be stressed!
Overall satisfaction - I would like to give them 0 stars, because the only thing I have after 1 month of using their broadband is massive stress.
Customer service - don't try to call their call center, because you'll spend about 30-60 minutes on waiting, sometimes you'll be hanged out by clever call center employee. 2 stars, because at least someone's pretending to solve your problem on online chat. But that's not enough to actually solve it.
The only way to contact with them is the online chat - but not all the times you'll be able to be connected with any agent, and second problem - in case of no internet connection, online chat will be useless for you.
Broadband speed - 5 start, because speed and only SPEED is FINE. But that means nothing, if I can't use full speed because of ISP gateway reliability problems.
Broadband reliability - is a JOKE. There's no any reliability! I have about 40-50 connection timeouts EVERY DAY. Checked any single phone socket, wires and even BT service socket - problem source is outside my flat, in ISP gateway. I've had an engineer appointment for today (18.06) - no one showed up, no one knows in call center what's going on, and I still have the same problem with connection timeouts.
More than 2 weeks and problem hasn't been solved.
I've never had any problems with BT Infinity 2 service, but I just wanted to save some money on internet bill, so I've decided to try First Utility.
That's my punishment I think - for being too greedy.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2021-11-03
- Comments
-
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
- barking
- Reviewing
- Shell Energy
- Date
- 2022-02-08
- Comments
-
took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,
got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.
they can not even give you correct imformation as soon as contract ends i will be leaving
nothing like this when with post office
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-17
- Comments
-
Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.
- Location
-
- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
-
Awful customer service and extra charges.
We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
I definitely wouldn't recommend shell broadband and will be changing supplier.
- Location
-
- Location
- Aspatria
- Reviewing
- Shell Energy
- Date
- 2023-08-11
- Comments
-
For me the issue with Shell Broadband is mainly their customer service. If will offer you no grace if you need to change contract and it will always be in their favour. They will charge you FOR EVERYTHING. Admin fees, routers, sending routers back. I consider them the easyjet of flying.
We'll get you there but you have to pay for extra if you want to sit inside the plane :))
- Location
-
- Location
- Wimborne
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
-
Wi Fi kept dropping out from day one. Phone calls to customer services went unanswered after 30-40 mins. Router adjustments made no difference. Finally got pair of wi fi boosters from Shell Energy which helped stabilize the wi fi performance except on my Smart TV which is pixelated on specific stations. I regret changing from previous supplier which was problem free but more expensive . Lesson learned
- Location
-
- Location
- Wolverhampton WV12
- Reviewing
- Shell Energy
- Date
- 2023-02-22
- Comments
-
Refuse to honour the 30 day cancellation policy, despite a looming price hike. Followed through with the complaint and they insist on charging the full amount of my remaining contract if I cancel £170 for 9 months. I will never entertain signing up with Shell Energy again
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
-
If you don't mind waiting on the phone minimum of an hour plus all the other hassle that goes with this shambolic company then fill your boots!
Since they took over from Post Office the service has been appalling.
Nothing has been made clear re the new online account to check bills and neither has the billing process and amounts either.
Internet often cuts out, there is no customer service, they wanted to charge me £30 a month for standard broadband to go on a rolling one month contract (I don't need a 12 month contract again as I am moving in with my partner in a couple of months and did not want to incur a large get out clause/fee).
Got so fed up holding on the phone for so long (with a chronic pain condition too) that I just decided to cancel the contract today which is up at the end of this month and make do without for a short time. Due to billing dates and notice period my disconnection date is 11th May which quite frankly will be a huge relief.
I could not go through yet another call with this lot any more as my patience has worn too thin with them now and I do not trust them either.
Life can be stressful enough without Shell adding to it all.
- Location
-
- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2020-05-12
- Comments
-
I have to restart the router at least once a day; most often it needs two restarts to connect to the internet. When it is working the speed is as good as with my previous supplier. Needless to say I will be changing when my contract ends.
- Location
-
- Location
- Manchester - Hyde
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
-
AVOID AVOID AVOID. If I could have given Shell Energy Broadband no stars I would have done. Allocate yourself plenty of time when ringing Customer Service. All I was trying to do was inform them of a change of address. I rang several times on different days at different times of the day and after waiting for over two hours listening to their annoying music I gave up still not knowing what number I was in the queue. When I finally got to speak to someone they were not helpful, abrupt and cut me off even though I never shouted or swore at them, they didn't like me telling them how bad their service is. Their online chat and email service are just as bad. I have now terminated my contract and they are going to charge me an early termination fee of £125 which I am going to have to pay to rid myself of this rubbish service. AVOID AVOID AVOID.
- Location
-
- Location
- Heywood
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
-
I've used Shell/post office for about 7 years now and had the same box, generally I have no complaints as it has ran ok but speed could be better.
A couple of months ago it went down and I called Shell a couple of time because it was unusable so eventually they said we will get an engineer out. Then the box started running fine again and they never turned up but my wife waited in for them.
And now box has gone down again, I called Shell and their customer service was very disappointing as the guy put me through technical and whilst I was on hold they all finished for the day.
So the next day I cancelled my contract and gone with someone else.
They did say a while ago I may need a new box so that was all I want but they seem reluctant to give me one.
I wouldn't bother using Shell
- Location
-
- Location
- Halifax
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
-
My broadband account ended on 25th June. I called on 20th June to renew my contract. When I called Shell on the 26th June, they called me a liar and said I'd never renewed my contract. I waited over 2 hours to speak to someone. They said I could renew my contract, but it would be £50 renewal and I'd have to wait 3 weeks. I emailed to complain and asked them to review the recorded calls. Nearly a month later and I've heard nothing.
- Location
-
- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
-
Estimated speed on signup to Fast Broadband 7-12MBps actual speed 8.5MBps.However i have speed test results going back years which prove my line now supports 13+MBps so was expecting near top of their quoted range. After over 2 months of emails (and they are slow to respond) they have just gone full circle back to it must be my internal problem. Please note they are a TalkTalk reseller. Avoid both these companies and any other TalkTalk reseller if you want the best speed your line can support.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
-
Most ridiculous customer service. Waiting times is awful and transferred to 4 people in 3 hours. One took my contact number but did not call me back to support with my internet issue - so annoying. Do not have a refund lack of internet as against their policy. Do not keep notes on customer service issues by the attendant so waste more time on explaining the problem.
Yes had reliable but slow internet with Post Office prior to Shell Energy buyout. But at no point did they write to advise I was paying 32 pounds for 8mbps -until problems occurred consistently and conflicting technical advice (rubbish!).
- Location
-
- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2020-08-28
- Comments
-
I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.
The only thing they can do is take your money
- Location
-
- Location
- Kingston
- Reviewing
- Shell Energy
- Date
- 2020-01-05
- Comments
-
I joined via Moneysupermarket. What they don't tell you is that customer service is non-existent. I'm on a rate which includes VAT but Shell Energy have added VAT on top! When you raise it they don't ever answer, you just get an email saying they will contact you asap but never do. The broadband itself is Ok but I suggest you stay away
- Location
-
- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2022-06-25
- Comments
-
Broadband was all right but returning the router was a nightmare as they kept asking for it to be returned, or for me to call them about the return, when they had already had it back for over a week. Admin is dreadful generally, wasted a lot of time contacting them because of their appalling processes.
- Location
-
- Location
- York
- Reviewing
- Shell Energy
- Date
- 2019-10-11
- Comments
-
Broadband is okay, is not the fastest but it's quite reliable.
However I've just realised that Shell has charged me £54.16 for having to send the technician out because they couldn't tell me what to do and what to look for when I was installing the modem. It turns out that they could have told me the lines come from the back of the houses not the front and saved me time and money, but they didn't. How should I have known their lines come from the back of the house?
Very poor service!!!
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-01-12
- Comments
-
Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.
Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.
- Location
-
- Location
- POOLE
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
-
It's difficult to sum up in words , just how incredibly
badly Shell Energy take their approach to customer relations .
Basically it simply doesn't exist .
They're obviously not interested in developing any sort of communication between themselves and their customers .
They take money without being authorised to do so .
They conjure up lies that don't relate to the actual facts .
And they break their promises .
And they have the cheek to hide behind the name of a world renowned company .
Obviously Shell have somehow become involved with some tin pot broadband supplier , who has no idea to what amounts to customer satisfaction .
Making this one of the most awful experiences I've ever had to endure, whilst trying to get back money from them , they had no right to take in the first place .
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-05-12
- Comments
-
Customer service is horrific. Made it difficult to cancel. Unresponsive to messages, except for when it might be of benefit to them to respond. Far better suppliers available out there.
- Location
-
- Location
- Whitworth
- Reviewing
- Shell Energy
- Date
- 2021-07-27
- Comments
-
I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.
- Location
-
- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2022-10-13
- Comments
-
Agreed a new 18 month contract with Shell Energy Broadband on 29th July '22. Already an existing customer out of contract, to entice me to enter a new 18 month contract I was offered various incentives over the phone by the retention's team; a low fixed monthly price of £23.99 for 65Mbps (including landline), a free month of broadband and line rental and a £30 bill credit on a new 18 month contract. When I received the new contract details in writing by email I had the foresight to email and ask why there was no mention of either the £30 bill credit or the free month of services. Along with the other standard terms and conditions the contract only confirmed that it would last 18 month and be at a monthly cost of £23.99 as agreed over the phone with their retentions team rep.
By return customer services did confirm in writing that my agreement did indeed include the aforementioned incentives. Thank goodness for this confirmation as they have welched on these incentives. It has taken a month of emails to get the £30 bill credit applied, however, I only have their word for this as the bill section of the website has been unavailable for days. They have so far refused to comment on the free month, ignoring all emails and messages which reference the matter. They have even closed the case because they say the matter is resolved. They have failed to provide the requested deadlock letter so I can pursue the matter with the Ombudsman arbitration service. Their latest method of dealing with the matter is to not respond to messages at all.
it's clear from previous messages that a possible cause is that different people are constantly handling cases and do not read account notes or even attempt to understand what requires action. You never actual get a message signed with a real person's name. Each response from them comes without the previous correspondence, making it impossible to know which aspect of the complaint they are actually responding to. It is impossible to tell if this is deliberate or just plain incompetence. Either way I will wait the eight weeks from when I first raised the complaint on 14th September and pursue the matter with the Ombudsman. As they are in breach of contract I will also explore with the Ombudsman whether I can move to another without penalty, rather than entertain these charlatans for the full 18 months.
Should you be considering this company for your broadband requirements take my advice. When the service is all working and you don't need to contact customers services then its fine. However, should anything go wrong, then you're truly on your own in a process designed to frustrate customers rather than resolve issues.
- 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
-
- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
-
The department that sends out bills for broadband needs an urgent overhaul due to me receiving my last two bills AFTER the payment due date. Even though I paid the bills the following day after receiving them Shell has the cheek to send me letters telling me my broadband account is overdue. Today’s overdue letter is dated 2/7/22 today’s date is the 20/7/22. When I rang Customer Service to complain I was told it was due to the Post Office I disputed this and was advised that there is a problem. I’m sure I cannot be the only person affected.
- Location
-
- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-06
- Comments
-
Terrible customer service. I don't have a choice to be with this company as was with postoffice that then sold the contract. If you have a choice Please please don't use this company
- Location
-
- Location
- New Forest
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
-
Taken over PO account. The basic functionality of the broadband service remains OK. Shell customer service is abysmal. Trying to contact Shell is made as difficult as possible and when you contact them the so-called customer service is extremely time consuming and unhelpful to the customer. Shell appeared to have starved customer service of resources the resultant image a customer gets is of a company that frankly doesn't care. I’m really not sure if I will renew the contract in 2023 – there seem to be lots of other more professional companies offering very competitive prices and on Shell Energy’s general performance I certainly couldn’t recommend the company to others.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2020-03-19
- Comments
-
User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid
- Location
-
- Location
- Luton
- Reviewing
- Shell Energy
- Date
- 2020-03-25
- Comments
-
Agreement was 'VAT included' prices. First bill had VAT added to these prices!
Unable to get a reply from Shell, looks like OFCOM next.
- Location
-
- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-09-09
- Comments
-
Have got issues with overchargeing me . Been heavily charged for calling them to complain. Also possible data protection act breach that they don't want to know about . BEWARE OF THIS COMPANY.
- Location
-
- Location
- Londin
- Reviewing
- Shell Energy
- Date
- 2019-01-09
- Comments
-
Changed over from EE on the 18th, changed cos it was half the price i was paying with EE, but not even a month yet and it keeps crashing, not happy, going back to EE
- 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.