1,469 Customer Reviews over 37 pages
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- Location
- E11 1PT
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Comments
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Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.
- Location
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- Location
- Granato
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
- Location
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- Location
- Morden
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.
- Location
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- Location
- Tadley
- Reviewing
- Shell Energy
- Date
- 2023-05-31
- Comments
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I’d give no stars if I could. My landline doesn’t work frequently for days at a time. Currently, I’ve been without a phone for 4 days and no sign of Openreach. I’m supposed to be a priority customer but I can’t even dial 999 in an emergency. They know I’m disabled, vulnerable and don’t use a mobile phone. This is NOT an isolated incident and has happened at least 3-4 times. Broadband is very slow, often dips out and is non existent when there is a fault on the line. Staff are incompetent. Nothing gets resolved. Compensation is not given. Attitude is mañana mañana. Avoid this company like the plague. Shell Energy is a disgrace.
- Location
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- Location
- Clowne, Chesterfield
- Reviewing
- Shell Energy
- Date
- 2023-09-18
- Comments
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they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2023-11-17
- Comments
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After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
The telephone service is also incredibly unprofessional and should be reviewed immediately.
- Location
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- Location
- LEICESTER
- Reviewing
- Shell Energy
- Date
- 2020-07-21
- Comments
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I thought they were cheaper. I had joined them on 20 Sept. 2019. Great mistake. I reported a fault on my Landline SIX days ago. Nobody came to check, though was promised. The Broadband service the POOREST of all I had joined in the past. Connection very slow, it keeps on being cut off. I very much want to DITCH them before my contract ends, if they would let me leave them. Please, please. do not let them deceive you, do not make the mistake I had made. It is the WORST service one can find. I am dispatching to their Registered office, a copy of a BUNCH of REVIEWS by the DISSATISFIED customers. Hope they close down the Company. ----- HA NARAN
- Location
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- Location
- LEEDS
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
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Please avoid if you eventually get through to them on your mobile which can be over half an hour its at your cost for a multi million pond profit company very very poor if I could get out of my 18 month contract I would be be like an a Olympic sprinter of the starting blocks
- Location
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- Location
- West london
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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SHell broadband ( take off first letter) - was with Postoffice before and was very satisfied.now the service has been taken over by shell, internet speed has slowed right down and i am unable to send emails.
If service does not improove, will be forced to seek new supplier !
- Location
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- Location
- cambs
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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DO NOT use this company. you WILL regret it. Customer service is appalling, products are over priced and if you dare complain they'll flex their corporate muscles with intimidating threats. Besides the line ain't even theirs its a BT open reach line. You have been warned!!!
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2022-08-31
- Comments
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DO NOT TRANSFER TO THIS COMPANY!!
The most appalling broad band ever. Moved because jt was cheaper but couldn’t watch anything in catch up so then upgraded and still cant watch anything without it buffering. Please do not sign up it is absolutely awful. I am counting the months till i can go back to talk talk!
- Location
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- Location
- Thornaby
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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At best I received intermittent service usually completely unusable wifi. My WiFi dropped out over 80 times in a 12 hour period. The only thing part of shell energy broadband that works correctly is the billing department. Do not consider becoming a shell customer in my opinio.
They shouldn't be allowed to do business. They expect to be paid for a unusable service. In the last 10 days I've had working wifi for less than 8 hours. Outrageous con job in my opinion. I can not compare them to any other provider I've been with over the years. Unusable wifi isn't being provided with any thing.
- Location
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- Location
- Worcestershire
- Reviewing
- Shell Energy
- Date
- 2020-09-30
- Comments
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My review is about their pricing. I signed up through Martin Lewis Money Saving for a VAT inclusive deal. But they're charging VAT again on top of the contracted VAT inclusive deal. Although I got them to agree it's incorrect, they've still taken the wrong amount from my bank. I'll win in the end but this is hassle I could do with out. I thought talktalk were bad, this lot is worse. GRRRRRRRRRR.
- Location
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- Location
- Wolverhampton
- Reviewing
- Shell Energy
- Date
- 2020-10-25
- Comments
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This has to be the worst customer service that I have experienced.
The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
What a joke. I've given 1 star as I couldn't submit with zero stars.
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
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Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services, despite trying to contact them daily.
After a month forced to switch to another provider. Months of arguing about my bill followed. Referred to Ombudsman, and reported to Ofcom. Awarded £75 for inconvenience caused.
There is a reason that they aren't part of Ofcom's automatic compensation scheme!
- Location
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- Location
- southampton
- Reviewing
- Shell Energy
- Date
- 2017-12-03
- Comments
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Stay away! this company mis-sold broadband to me, they then emailed me saying apologies we mis-sold this service to you, then i cancelled (this all happened day one) i then received many emails saying i have not paid my bills, they then threatened me with court or a cancellation charge of £323. They are a joke and will damage your credit rating after they lie about what service they can give you. i will be keeping all emails for proof.
- Location
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- Location
- Redditch
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
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If the owners ever read this.
Please sort out the whole company you are making people unwell with anxiety and frustration.
Mother in law 83 years old,wanted a move from Wales to warwickshire,
Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
We asked for our £60 connection fee returned, which I know she won't get.
Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
I hope something is done, you should not be able to operate like this.
Do not go with this company until they can offer a proper service.
- Location
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- Location
- Inverness
- Reviewing
- Shell Energy
- Date
- 2022-12-19
- Comments
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If I could give zero I would. Customer service re my Mothers account dreadful. Tried to close her phone account for over a year. Like talking to a brick wall when you get through. DO NOT EVER USE THIS CO.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-10-15
- Comments
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I don’t have the service yet but simply ordering it has been ridiculous - do I need an engineer, do I not, days and days between anyone picking up the actions on the account including delaying actions until my cooling-off period is over so I can’t cancel. Now looking at an activation date weeks after it should have been if they’d either accurately found out my active line status in the first place, or joined up contacts to me and acted on them quickly. At least most broadband providers wait until you’re actually a customer to let you down. Avoid.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2018-09-07
- Comments
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4 days in and no connection, poor customer service, an engineer booked who didn't arrive, don't even know when we are going to connected. Cool off period is a joke as it ends before the contract starts. Offcomm need to take them to task.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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Existing Shell dual energy client...decided to take the offer and add broadband into my service bundle. Worst switching experience ever. Still not connected 3 days after the e-mail received "all up and running plug your router". Called many times, been on the queue for more than 2h etc... Avoid if you could
- Location
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- Location
- Co Durham
- Reviewing
- Shell Energy
- Date
- 2021-10-04
- Comments
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Absolute joke of a company with incompetent customer service staff.
Been waiting 16days for my broadband to be fixed, two engineers sent out and diagnosed the same problem, being the router, shell still haven’t sent a new router.
God forbid you try and get in touch with the ‘technical team’ you’ll be on hold for most of the day and when you finally do get through, it’s like Groundhog Day explaining the same sh*t over and over, programmed robots!
It’s ok though my neighbour saved the day and has allowed me to share their broadband whilst the issue is ongoing, theirs is SKY by the way and it is amazing! How f’king embarrassing is that shell! That sky have had to bail you out for how bad you are! Pathetic!
#ofcom should strike them off as a supplier company, absolute joke!
- Location
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- Location
- Clacton
- Reviewing
- Shell Energy
- Date
- 2022-03-25
- Comments
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3 hours on the phone, I’m currently on the phone again! AVOID!!!
- Location
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- Location
- Borders
- Reviewing
- Shell Energy
- Date
- 2022-06-14
- Comments
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Would rate nil if I could. THE worst service AND customer service I have ever encountered. Hassle started in December with the "super fast" fibre broadband that wasn't. Utter garbage and broken promises from them ad I tried to resolve with them. Finally gave up and moved to another provider. Accepted Shell's offer of compensation. And here we are in June. Still no compensation. Still not resolved. They are utterly, utterly dreadful.
- 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
- PLYMOUTH
- Reviewing
- Shell Energy
- Date
- 2024-02-03
- Comments
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The service is terrible 6 months reporting problems with the Internet dipping in and out .had to pay extra for data with my phone provider .No Internet from yesterday engineering not coming until Tuesday. Decided to leave this sham of a company been told i will have to pay an early termination fee .How are they allowed to get away with this .like others i wish i read the review .Don't choose this company going cheap isnt good when you have no service .
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2020-10-19
- Comments
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Avoid. Internet always slow and drops out. Switched to a new service and they couldn't even be bothered to let us know when they'd cut the WiFi, I'm studying online so I'm relying heavy on the Internet at the moment so to be left without anything to access my lectures is ridiculous. They also lied to us about speeds in our area and said we couldn't get fiber or anything faster than 10mbps. Funny how we now have fiber and 70mbps.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-09-22
- Comments
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Horrible service! They overcharge you for no reason. If you decide to leave after contract, they will blackmail you by fabricating some conditions which never appear in the initial contract. Don’t waste your time/money and get into trouble by joining them.
- Location
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- Location
- Kelly
- Reviewing
- Shell Energy
- Date
- 2021-06-24
- Comments
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The worse company I have ever come across , appalling customer service they have no idea about broad band and constantly huff and puff on phone before conveniently being cut off , tried to persuade me to buy extra connectors costing over £8p to help with my wireless problem but when the engineer from BT came out they confirmed that Shell had turned my wireless connection off purposely. Please avoid avoid avoid . I cancelled eventually due to no internet service at all !!!!’
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-02-22
- Comments
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The router (allegedly new) uses old security and on all Apple devices says “weak security”. Over an hour to customer services, complete joke. Never had this with sky!! They assured me it’s secure but I don’t believe them. Certainly won’t renew after contract runs out. This is day 1 and totally unsatisfied with no resolution from shell.
- Location
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- Location
- WISTASTON
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
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Shell Energy having taken over Post Office Home Phone are absolutely clueless! Cancelled my broadband because of an impending house move and received assurances that cancellation would be implemented after 30 days notice period. Not so. Invoices continued for 3 month for line rental. Spent hours on the phone trying to sort it out even though I had written email confirmation of termination date. Additionally wrote by email and snail mail but received no reply. All staff appear to be working from home. One phone call lasted 1 hour 31 minutes but still did not resolve the issue!! Because they are working from home if one puts you on hold you get the god dam awful music and then someone else eventually cuts in and you go through the whole security process again and again. If this company is serious about phones then they need to sort out their own ASAP! Take my advice and look elsewhere if you are looking for a broadband provider because if you get any sort of problem this lot couldn't organise a p***up in a brewery!
Post Office Home Phone certainly weren't the best but I'll say it again, Shell Energy are absolutely clueless and appear to know nothing about phones and customer service is certainly not their forte.
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2020-07-16
- Comments
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Avoid Shell Broadband like the plague. They have awful service with constant drops, they take months to even attempt to fix the issue, more than once they've tried gaslighting me on engineer visits that never happened and they have a very interesting interpretation of OfCom regulations. Like my grandad used to say "buy cheap, pay twice."
- Location
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- Location
- Brentwood
- Reviewing
- Shell Energy
- Date
- 2023-06-01
- Comments
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I ordered broadband on Tuesday. I got a email to say about the line that outreach need to sort the line. So I phoned on the Wednesday on phone for 40 minutes before anyone answered, I wasn't happy about that. So I phoned again on Thursday to find out more. They answered quick but they couldn't understand anything I was saying and said the line is bad I heard them perfectly well. Then they put me over to another department and they couldn't understand what I was saying at all. So we hung up he phoned me back and eventually the phone went dead. So I will phone again and cancel it. I was absolutely digusted with the service
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2020-01-21
- Comments
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The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made.
Initially the router they provided me can only be described as unfit for purpose. Additional expense of around £100 to buy my own router which made things marginally better.
Constant drop off in the Internet
Made streaming, gaming etc a nightmare but when your tied into a 18 month contract you just need to grin and bear it.
Since going back to BT Shell are charging me a disconnection fee of £15.00 regardless if you out of contract and have also stated there will be a £35.00 charge if I don't return their router in perfect working order.
My advice would be while their deals may seem a little lower the service you get is extremely poor.
In today lifestyle I've become reliant on broadband for paying bills, booking doctors appointments/prescriptions etc so trying to do the most basic of chores can become quite frustrating.
Please do take notice of their terms and conditions as they will charge you at any opportunity.
When you do get to speak to a customer service depot whilst being very polite will not accept any fault and will blame open reach
Since returning to BT I can only describe this as shear bliss with absolutely no problems so this can only lead me to the conclusion all the issues I had to deal with were actually down to shell
Do your self a favour if you're considering Shell and look else where
BUYER BEWARE!!!!!
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Transferred from "mypostoffice.co.uk" in takeover. I've been overcharged and ignored when complained via email, but eventually reimbursed. Until my October bill:- notified of charge but unable to download and print bill despite constant failed attempts. Excuses: "Oops something gas gone try again later" "Sorry wrong password". "We are very busy try again"
- Location
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- Location
- romford
- Reviewing
- Shell Energy
- Date
- 2022-11-17
- Comments
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this has got to be the worst company i have ever had the misfortune to get involved with i suggest if anybody from shell ring you hang up i have spent months of phone call sorting out a bill that I don't have DONOT TALK TO THEM AT ALL
- Location
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- Location
- Swansea
- Reviewing
- Shell Energy
- Date
- 2019-10-31
- Comments
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Absolute rubbish, speeds are terrible was told speeds may vary over the first 2 weeks then was told I could not cancel although I was miss sold the package. I was told speeds would be good in my area but I struggle to run a single device the customer service is terrible and now I am stuck with a £150 cancellation fee.
STAY WELL AWAY DO NOT BUY
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-12-24
- Comments
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I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
- Location
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- Location
- Alfreton
- Reviewing
- Shell Energy
- Date
- 2023-02-20
- Comments
-
Absolutely awful service if I could give minus stars I would, 3 months of misery tried to cancel contract they want £250 ,How dare they,They are not supplying me a service ,I so wish I had read the reviews from other people,PLEASE DO NOT USE SHELL BROADBAND
- Location
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- Location
- StHelens
- Reviewing
- Shell Energy
- Date
- 2020-04-11
- Comments
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Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever .
- 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.