1,452 Customer Reviews over 37 pages
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- Location
- Whitstable
- Reviewing
- Shell Energy
- Date
- 2021-05-09
- Comments
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completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
- Location
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- Location
- Hordle
- Reviewing
- Shell Energy
- Date
- 2022-12-10
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2021-08-24
- Comments
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Where do I start from? I was sold shell broad band whilst trying to leave talk talk, they promised to settle my cancellation fee and have now gone back on their words. I have decided not to leave talk talk and I call shell on day 14 only to be told i can nolonger leave, bear in mind I haven’t even gone live and only received router yesterday- still unboxed.
This is legit the most inconsistent, and insensitive service provider I have ever come across.
Shell I will drag you to court if I have to. You are not getting a penny off me!
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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I made 2 phone calls today to shell energy, on the first call I was put through to payment department only to be subjected to 2 females with foreign accents having a conversation shouting, laughing and swearing at each other. I understand the department was in Lancashire.
Do not expect to be subjected to. this kind of customer service. Not happy at all
My query was resolved on the second phone call very professionally and politely.
- Location
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- Location
- Yeovil
- Reviewing
- Shell Energy
- Date
- 2021-12-30
- Comments
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Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken
- Location
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- Location
- Chester
- Reviewing
- Shell Energy
- Date
- 2020-10-18
- Comments
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Broadband keeps cutting out for a few minutes at a time. Signal doesn't get to the front room in our house. No matter when you leave in or out of contract you get charged £15. Its unavoidable. What a joke. Won't be using their broadband, fuel stations or energy again!
- Location
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- Location
- Eastbourne
- Reviewing
- Shell Energy
- Date
- 2020-08-06
- Comments
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Truly the worstcustomer service of any provider I have had. Difficult to get in touch with and they charge you to do so. Without a reliable working telephone line for over seven weeks due to their reluctance to pay for work needed at the exchange. Closed down complaints with responding to them. Refused to issue deadlock letters. Will be seeking contract cancellation through the regulator or the courts if necessary. Understand this company charges £15 to leave whether in contract or out of contract (T&C'S). Broadband speed is good considering we are within a mile of the exchange, but given one star because the router is rubbish and wifi is poor throughout(bought a Ubiquiti Unifi access point wifi to boost signal).
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2020-07-07
- Comments
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Worst service of a broadband provider ever. Wish I had read the reviews of others before signing up to this company. Service agents can't or won't respond to emails to get my line and broadband fixed. Company will not issue a deadlock letter so can't even get the regulator to look into complaint.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-01-13
- Comments
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Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid
- Location
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- Location
- Jarrow
- Reviewing
- Shell Energy
- Date
- 2024-01-15
- Comments
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Absolutely terrible! Connection is appalling, watching Netflix and half way through film, Connection cuts out. Worst ever!!!
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-01-22
- Comments
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Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid.
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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absolute garbage, got moved from Post office, without even been asked. unable to set up my Shell account. so cant read emails
- Location
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- Location
- Dewsbury
- Reviewing
- Shell Energy
- Date
- 2019-05-17
- Comments
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i never have had a contract with shell or first direct and shell keep sending me invoices for £162.21 which they say is outstanding.i have spoken to there customer relations team who dont no there backside from there elbow,but keep on sending me these letters for a contract i have never had.total rubbish i will not buy anything branded shell.
- Location
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- Location
- Twickenham
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
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Shell fibre broadband was reliable and fast.
Beware £15 end of service fee (even if contract has ended)
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-07-18
- Comments
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Avoid this broadband provider,doesn't go live when you are due to go live,customer service are patroniskng and rude. Constantly being spoken over,the worst broadband I have ever been with.
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2021-08-03
- Comments
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Absolute joke. Do not use this provider! Impossible to connect some devices and the connection is down more often than it actually works.
- Location
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- Location
- lancashire
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
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- Location
- Bath
- Reviewing
- Shell Energy
- Date
- 2019-11-19
- Comments
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Absolute rubbish that’s all I can say. I have never had such slow broadband
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2019-10-18
- Comments
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My internet is not very good. Always buffering. Stopping. And not very fast
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2023-10-18
- Comments
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I work from home and the internet drops out constantly several times per hour. The bandwidth also isn't good enough to stream a video in 360 for more than ten mins. I feel like I am back on dial up in the dark ages!
- Location
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- Location
- Heywood
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
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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
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- Location
- Cambridgeshire
- Reviewing
- Shell Energy
- Date
- 2023-08-19
- Comments
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Moved over from BT and “go live” date was missed and was without internet for 14 days. Open reach did not complete work in time for go live date but Shell kept in contact, raised issue and compensated £8 a day for the issue. Dealt with very well.
Connection is excellent and being part of Open Reach network should mean same as other providers such as BT which I left. Currently getting faster more consistent connection than before.
- Location
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- Location
- Whitworth
- Reviewing
- Shell Energy
- Date
- 2021-10-15
- Comments
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I have had a living nightmare with Shell Energy.
I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.
When I called to make a complaint I was told I failed Security and they couldn't talk to me.
I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?
I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.
This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.
Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...
If you're one of them God help you!
Don't go near these if you have the choice.
- Location
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- Location
- Merseyside
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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Nightmare. I only found out that the post office internet had been sold to Shell after investigating why my Internet had started to run slow and keeps dropping out all of the time. It's been down for 5 hours again today and I am lucky that wasn't during work. Expecting to get no help again from customer services.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2022-04-25
- Comments
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Avoid Shell Broadband at all costs .
Mis sold package 8 months ago charged me for fibre which has never been installed. Customer service a waste of time , just sitting in a queue to speak to someone… absolutely shocking AVOID !!
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-11-28
- Comments
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The absolute worst utilities supplier I have ever encountered. Appalling reliability and customer service. My internet drops out every single day and sometimes several times per day, and customer services told me that this was standard.
- Location
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- Location
- Whitworth
- Reviewing
- Shell Energy
- Date
- 2021-07-27
- Comments
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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
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2019-07-18
- Comments
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Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
- Location
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- Location
- Northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-04-02
- Comments
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Don't bother with these charlatans. Purchased a broadband package from Shell and was told that I could retain my old phone number. After the service went live they then told me that they couldn't retain it, so now I've lost the number. Also you have to wait half an hour to get through to an operator.
- Location
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- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2020-04-14
- Comments
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Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere.
- Location
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- Location
- Mordor
- Reviewing
- Shell Energy
- Date
- 2018-08-10
- Location
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- Location
- Wellingborough
- Reviewing
- Shell Energy
- Date
- 2020-09-07
- Comments
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Constantly drops. VERY poor speeds. Unusable. And if you complain they just try and upgrade you to a more expenisve package, Use phrases like " well you cant expect it to work on the package you are on". HORRENDOUS. AVOID AT ALL COST.
- Location
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- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Location
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- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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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
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- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
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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
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2022-10-13
- Comments
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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
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- Location
- Sleaford
- Reviewing
- Shell Energy
- Date
- 2022-01-17
- Comments
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Absolutely awful. Speed is poor 8mbps, frequent cut outs, can't use Netflix, Eurosport or iPlayer, no range having to use Ethernet cables and boosters. It's cheap for a reason! Will cost me £276 to get rid of this after 3 months but it is well worth paying. DO NOT TOUCH SHELL ENERGY WITH A BARGEPOLE
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2023-12-31
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2024-04-04
- Comments
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Two weeks ago around 1.00am internet stop!!!
Phone calls non stop customers service cut off twice. Then Today at 1.30am Once again internet cut off they want MONEY but they don’t deliver the service! Postoffice broadband was never as bad as this company. Who is my provider from Postoffice sold to Shell then to Octupus then in February to Talk Talk but was told by shell they will deliver the service. These companies should stick to oil if there’s any left because we want Internet NOT OIL!!!!
- 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.