Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.7 stars
  • Customer Service
    1.7 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 545 customer ratings since 2021-05-24 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

789 Customer Reviews over 20 pages

  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Shell Energy
    Date
    Comments
    I took out a new contract with these guys after leaving sky. I have to say shell has the worst customer service iv ever come across I wouldn't recommend anyone to join these guys. I have called them today because I haven't received my router which I was ment to get last week I'm on the phone to them right now and iv been put on hold for over 15mins because they want to find out where the router is before all this I called them 3 times and kept getting disconnected. My honest opinion about this service is absolutely diabolical please don't waste your time with them find I reliable supplier.
  • Reviewer
    Location
    Burnley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
  • Reviewer
    Location
    Droylsden
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute waste of time.
    After being on the phone for approx 5 hours booked an engineer to come, he never turned up and then sent an email saying no fault detected... so another hour on the phone booked another engineer so waiting to see if he turns up. I've had no internet for 6days and no tv.
    Service absolutely appalling. Definately avoid signing up. I was with the post office until they sold it off to this shambles of a company
  • Reviewer
    Location
    Dumfries
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Customer service good if problem fixed first call. Otherwise its nightmare I have to run around switching broadband Internet to connected off
  • Reviewer
    Location
    Swindon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Trusted the Post Office, who no longer do broadband services, to transfer me to a decent-quality provider. But as soon as the service moved to Shell the quality instantly plummeted, slow and often barely existent especially at weekends. I really wish I hadn't agreed to transfer to Shell but having read the avalanche of appalling reviews I don't think I can face customer services!
  • Reviewer
    Location
    Kilmarnock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    DO NOT SIGN UP WITH SHELL ENERGY

    no internet but they want to charge me for a fault thats their doing havent even had the hub for a week asked to cancle my acxount in the first to 3 days twicein one day two seperate phone calls i was told my account is closed only to discover it wasnt its like they are using entrapment to make their money im sure this is ilegal i will be recording the next phone call i have with them to make sure their is proof that simeone is sayinh my account is closed
  • Reviewer
    Location
    Telford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Total rubbish. Moved from Sky 12Mbps to Shell 50Mbps. The slower was far far better. No point in having a broadband connection a mega speed that takes 2,3 or 4 minutes to connect to something as simple as the BBC and even then starts buffering in the middle of a program. Only committed for a year so will go back to Sky ASAP
  • Reviewer
    Location
    Minehead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Company not fit for purpose.
    Broadband provider, I don`t think so, nightmare providers.Speeds unusable, promise average 11mbps.get 4mbps if your lucky on top of that wifi signal NOT FIT FOR PURPOSE. Customer service NOT FIT FOR PURPOSE. SERVICE . NOT FIT FOR PURPOSE, do they care about the shockingly bad service they provide. NOT A CHANCE. ROBBERS is an UNDERSTATEMENT. AVOID if you have got any sense.
  • Reviewer
    Location
    Teddington
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgrace of a service. We get decent WiFi coverage only up to 3 metres from Router. Rest is hopeless. Weak signal. Drops out. Unusable unless you want to sit in your hall all day. There seems to be little enthusiasm to help and relying on the penalty clause to stop you moving to a provider who can do the job. This has been the case in two small flats. Never seen such problems in 20 years of buying broadband, Shell should stick to oil. They clearly can’t do this business. Will never use again. Will never recommend.
  • Reviewer
    Location
    Brandon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I would not be leaving such a bad review had Shell not messed up and not sent over a compatible router for my new package.

    When upgrading to the new package was told my current router is compatible. Waited patiently until 30th November for it to switch. 30th November came and broadband just cut out. Had engineers from Open Reach in on the same day, they tried everything but could not get broadband to work. We called Shell and they said they need to send a new router out and can take up to two working days. I work from home and now have to use my limited mobile data to connect to my work system. Asked Shell if they can do anything and they just said have to wait for the new router to arrive. Not helpful at all and will be raising a formal complaint with them when I finally have a broadband connection.

    Again, if this had not happened, I would be happy to leave a better review but this has really been a joke so they only get 1 star.
  • Reviewer
    Location
    Bexleyheath
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Postoffice/Shell Broadband state my line is completely fine. I have purchased a new ADSL, I have placed the cable into the test socket and I have moved my wiring, (even though I have had the phone and router in the same place for years). But my E mail states it's me (household) that has the issue. My speed is so slow that I can only write E mails. Their tech team never picks up, even when they call me and transfer me to the team. In my opinion customer service want to be seen as being active but nothing gets done.
    The automated message when you call customer service keeps cutting out so you don't hear sentences.
    I have requested to cancel my contract without a penalty as they are not fulfilling their side of the bargain.
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not reliable broadband, keep dropping out frequently, I was unable to have Teams meets on many occasions.
    I asked to terminate my contract because of this and was told I will have to pay penalty fee!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Has ShellBroadband for a week, no WiFi, nothing.
    On phone for hours to idiots, and I mean idiots.
    New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
    One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
    Finally another advisor came on phone, Ivor.
    15 minutes later, sorted.
    Good ole Ivor.
    But once my contract up, never ever again.
  • Reviewer
    Location
    Littlethorpe Leicester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute waste of my hard earned money slow unreliable wifi
    I'm not receiving the service I'm paying for
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The connection has never worked properly since we switched. Average connection speed is 0.5mbps and line drops out on a regular basis. Never had this before. Contacted customer services about the issue and they eventually got back to say that they will look at the line. Next I had an email telling me it was fixed. Nothing has changed or got better. I raised a complaint and had an email saying the complaint was now closed. Hours later I had an email acknowledging they had received it. SO they closed it before even confirming its receipt.
    I'm paying to get out of the contract as I need to have a reliable connection for work and because I am disabled. AVOID
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beware of the Consequences of Dealing with Shell Broadband
    As a Customer you will be subjected to horrendous Customer Service which Shell Broadband will Neither apologise For or Compensate Yourself For as a Paying Customer.

    You will be supplied with an Inferior Router resulting in the Loss of the Service on a frequent basis coupled with Slow Speeds for over a TEN Month Period which Shell Broadband will NOT Compensate Yourself For as a Paying Customer.

    You will be subjected to further Loss of the Broadband Service coupled with Slow Speeds spanning over a THREE Month Period which once more Shell Broadband will Refuse to Compensate Yourself For as a Paying Customer.

    Shell Broadband will Fail to implement an Agreement on the Agreed Date with Yourself and will therefore be in Breach of Contract. However Shell Broadband will then attempt to force Yourself to leave the Service Early in order that Shell Broadband can attempt to impose horrendous Terminations Fees.

    Extracts of Emails received from Shell Broadband with No Authors Name on the Document how appalling.

    Extract ONE

    This decision is final ( No Compensation will be Paid), if you leave within your contract term then early termination fees will apply.

    Extract TWO

    If you would now like to cancel your contract with us Early Termination Charges will apply as you are in contract with us. If you would like to cancel we require 30 days notice for this.

    Shell Broadband are refusing to release the Written Transcripts from their Website regarding the Appalling Customer Service dated 26th October.



    I insisted that All Communications Must be in Writing on 9th November, However since I have been publishing this occurrence on Social Media Shell Broadband now only appear to want to discuss this position by Telephone where no Permanent Record exists.

    Shell Broadband are an extremely aggressive Business to deal with potential Customers PLEASE beware.

    I have just posted a Google Review on this Atrocious Company Sunday 21st November. Potential Customers Please Read these Copious Appalling Reviews from Dissatisfied Customers and Stay Well Clear of Shell Energy at All Costs.

    Failure by Shell Broadband to provide the Service PAID for on Three Separate Occasions Spanning over Eighteen Months



    From January to November 2020 the broadband package failed on a daily basis with copious breaks in the service throughout this period from Shell Broadband.

    Eventually Shell Broadband issued a New Type Router which resolved the position albeit Several Months Later. Why did I not receive this Router in January 2020 when the package started?



    I stated I required compensation for this Loss of Service But none was forthcoming from Shell Broadband. WHY



    From May 2021 to August 2021 again there were numerous instances where the Broadband Failed on a Daily Basis.

    No compensation has been provided by Shell Broadband for this Loss of Service either. WHY



    Agreement starting on 23rd September was NOT implemented by Shell Broadband WHY



    Shell Broadband are now in Breach of the Agreement with Myself for the THIRD Time. WHY



    When I have previously contacted Shell Broadband to report these erroneous instances I have been asked to provide My Name, First Line of My Address, Post Code and My Email Address.



    When I contacted Shell Broadband on 26th October via the website for the FIRST TIME I was asked for My Name, First Line of My Address, Post Code and My Account Number Not My Email Address.



    Shell Broadband then accessed MY ACCOUNT using the information I provided.

    After some time Shell Broadband then asked was I still there to which I immediately replied YES

    I was then disconnected by Shell Broadband WHY - What appalling service not fit for purpose.



    I then contacted Shell Broadband on 26th October by the website for the SECOND TIME

    I provided exactly the same information for the SECOND TIME as the FIRST TIME.

    My Name, First Line of My Address, Post Code and My Account Number.

    Shell Broadband then refused on several occasions to action My request for assistance WHY - what appalling service not fit for purpose.

    I stated that unless My Request was actioned immediately I would cancel My Direct Debit with Shell Broadband. My Request was NOT actioned by Shell Broadband and consequently I have cancelled MY Direct Debit accordingly.



    When I went onto the website that day I discovered that the same package which had NOT been implemented on 23rd September was advertised cheaper WHY ?

    Is this how Shell Broadband regard their established Customers with pure contempt? By offering potential New Customers the same package but considerably cheaper how deplorable.



    I contacted Shell Broadband for a Third Time on 26th October this time by phone. Shell Broadband requested that I provide My Name, First Line of My Address, Post Code and Email Address. It was stated by Shell Broadband that My Account Number was NOT required.



    No consistency whatsoever by poorly trained Staff during the communications that took place on 26th October.



    Shell Broadband have offered a Service that is NOT fit for Purpose on THREE occasions spanning over Several Months - how Abysmal.



    Shell Broadband are refusing to Compensate for their Appalling Customer Service and Treat their paying Customers with Sheer Contempt.



    Shell Broadband are refusing to release the Written Transcripts from their Website regarding this Appalling Customer Service.



    I wish to publish these Transcripts on Social Media so the Public will be fully aware of the Appalling and Aggressive Customer Service provided by Shell Broadband I will update this Page as Events unfold.



    Horrendous Customer Service currently being encountered from Shell Broadband

    Anonymous Emails being sent by Shell Broadband.

    I am currently combating a number of offensive and aggressive Emails from Shell Broadband Staff sent without the Names of the Author how Atrocious. Pure Cowardice on their Part. This is what You can except as a Customer from Shell Broadband beware.



    Potential Customers Beware Shell Energy are now threatening to Terminate My Service Stay Well Clear of Shell Energy at All Costs.
  • Reviewer
    Location
    Croydon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A complete scam. They offered me a quality internet and it never gave up. And when I wanted to go out with them they sent me a bill for 337 pounds. Not even gasoline will I buy the shell again. They are thiefs.
  • Reviewer
    Location
    Brown
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    BARROW-IN-FURNESS
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Whilst the staff are helpful and considerate the overall experience has been dreadful. Moved provider on the 5th November but didn't get broadband connected until evening of the 10th. Since then it has been patchy or non existent. I have found it very stressful.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid, avoid, avoid
    Customer service appalling.
    Internet speed useless.
    Complained many times during the 12 months I was stuck with them.
    Paid in advance so they actually owe me money but they keep billing me weeks after I've left.
    Now they say I haven't returned router, which I definitely did. They say they will add £35 to my final bill.
    What final bill??

    Beware of this scam.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Quite the worst broadband service we have ever had by a long shot. Terrible speeds, far lower than we have had for more than a decade, we have had to pay hefty penalty charges for early departure and then months after we left they sent debt collectors on to us because we had forgotten to return their horrendously lousy router. Don't go anywhere near them...
  • Reviewer
    Location
    Herts
    Reviewing
    Shell Energy
    Date
    Comments
    I agree with others don’t touch them with a barge pole. Awful signal, have had to concede and pay to be let out of the contract. Grumpy and impatient customer service, no doubt in part because they must have so many disappointed customers to deal with. Should never have made the change. Especially given the damage the company has done to the environment over the years, I should have known better. AVOID.
  • Reviewer
    Location
    Herne Bay
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broadband speeds have never matched those that I signed up for, never even reaching the lower end of the range. Since beginning of October I am sometimes operating on less than 1Mbs. Customer service take more than a week to respond and the chat service can't intervene with an open complaint. Six weeks of seriously substandard service, although, of course, they do regularly take the monthly subscription. Shocking, do not touch this company!
  • Reviewer
    Location
    Watchet
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our Internet connection is frequently not working . When we do get it it's less than 2 MG. At the moment it is .5 They have broken our contract with us so we looking to switch.
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    12 months of problems around 10 visits of engineers, multiple visits booked and no one showed up,
    and at the end they try to scam me with router fee, where i have proof of sending the router back.
    avoid at all costs!!
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Basingstoke
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hub only works in the room it is in. Terrible signal, and customer service aweful. Don't buy this product or deal with shell energy broadband if you want good service
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    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.
  • Reviewer
    Location
    wadhurst
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    wheres the zero ? shocking customer service worst i have ever encoutered . do not deal with this company been waiting for broadband now for over a month between them and those other crooks at Open reach . still waiting ineffective managers no acting on your behalf to esculate issue . lost momey as tenants left as i had promised them broadband . Have now got them as my provider by default at another property as they took over from The Post Office soon as the tenant vacates i will be moving . Dont get tempted by their prices believe me its just not worth it . Avoid like the plague
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please for your own sanity do NOT get shell broadband. Signed up to their ultrafast fiber was promised over 100mbs (advertised 295mbs). Got an unstable 50mbs connection after 4 months of stress trying to work I had to leave, this is after hours on the phone to them time and time again. Anyway at my wit's end cancelled contract then they charged me for 18 months at full price to cancel even tho I NEVER EVER got the service I paid for. Please stay away from Shell broadband they LIE about there so called speed, shell broadband don't help and don't care. BE afraid of shell broadband and run away as fast as you can! Thanks I hope this helps u decide on your next broadband.
  • Reviewer
    Location
    Ashby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    A disappointment. I applied for broadband with them and only found out I had be turned down on a technical issue when I rang them to check progress with Broadband installation on the 28th Sept.
    I looked but could find no sign of any email from them to tell me this, a decision they made on the 22nd of September. There were different answers about why it was turned down until on the third call I got someone who knew what they doing and explained it without guessing. I did complain but heard nothing for a month and when I did ring up about the complaint nothing had been done. Finally I got a call to sell me broadband! Poor communication and customer service. In my opinion you should stay clear of this company.
  • Reviewer
    Location
    Burnley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Lancashire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell has been an appaling service.

    WiFi barely working, many times we couldn't even load a YouTube video.

    Hidden charge if you don't return router and to find the label I had to call the customer service because they don't provide any information to you.

    Returned the router and we were still charged.

    DO NOT GET THIS EVEN IF YOU SEE A GREAT DEAL.

    If I could put 0 stars I would.
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I regret switching to Shell. Don't do it.

    1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.

    2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.

    3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.
  • Reviewer
    Location
    Dunfermline
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Shocking service, been with them just over 3 months paid every bill, and I’ve been cut off today without warning and told to pay £57 for somthing I don’t u derstand! I put a complaint in and they closed it straight away, I’m writing this for bobbie as I’m her carer as she has learning disability and the customer service was below par, also they did not explain what the bill was for they were just down right rude! I questioned if it was even a scam it was that bad, but no the telephone numbers match up to this company, I may have to get redress through ofcom and look for another provider in the meantime, but this is a company to be avoided!!

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