1,452 Customer Reviews over 37 pages
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- Location
- Cullercoats
- Reviewing
- Shell Energy
- Date
- 2023-10-24
- Comments
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curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose
- Location
-
- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2023-10-22
- Comments
-
Wi-Fi frequently and persistently drops out, no customer support at weekends
- Location
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- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2023-10-22
- Comments
-
Worst broadband provider ever, constantly dropping the signal, been without WIFI for weeks due to 3 routers packing up, long delays waiting for BT to come out to check their equipment when it's clear to anyone apart from shell that the problem is theirs, cant wait to change providers, absolute garbage
- Location
-
- 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
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2023-10-17
- Comments
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What an awful company,switched provider to BT and still being charged by Shell even though they know they are not providing a service, typical oil company should never have been allowed into the telecomms sector or any sector for that matter they have done enough damage to the planet, crash and burn suckers!
- Location
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- Location
- Cheshire UK
- Reviewing
- Shell Energy
- Date
- 2023-10-15
- Comments
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All I can say is we;ve been counting the months until we can go with another ISP. For a multi-billion pound company, the functionality of the website is deplorable. I can't ever view my bills, important links on the website don't function. It's actually shocking how bad Shell are as an ISP.
- Location
-
- Location
- Selby
- Reviewing
- Shell Energy
- Date
- 2023-10-13
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-10-10
- Comments
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Honestly not worth it!! They rope you in with a £75 back offer you never receive it and they just keep shutting off my internet, also the internet isn’t great as well I’m so disappointed I work from home and I’ve had so many problems, just tried to speak to someone about it on the phone and the guy was struggling to understand me so just hung up on me after being on hold for 40 mins :( I’m coming off now!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-10
- Comments
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so far a very good service all round
- Location
-
- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2023-10-01
- Comments
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Really poor. The WiFi cuts out all the time. No good for even basic use, I'm frequently using my data, let alone my son's gaming. He's given up trying to play online.
- Location
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- Location
- Birkenhead
- Reviewing
- Shell Energy
- Date
- 2023-09-30
- Comments
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I've had it 3 days and it's dropped 4 times. Gonna read the cancellation policy, it's ruined my Ryder cup
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-09-28
- Comments
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Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!
- Location
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- Location
- Aldershot
- Reviewing
- Shell Energy
- Date
- 2023-09-23
- Comments
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Appalling service, it has been several weeks of waiting for installation then the engineer turned up and said it was up and running but broadband never worked. They sent another engineer who stated the line was never active and has never worked, plus he cannot fix it. We still do not have broadband as it is constant to and fro with them
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-09-22
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2023-09-21
- Comments
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Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.
- Location
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- Location
- Cheshire
- Reviewing
- Shell Energy
- Date
- 2023-09-20
- 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
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-09-17
- Comments
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DO NOT USE THIS COMPANY
An absolute joke when it comes to customer service,
My Broadband was ment to go live on 4th Sept,
4 days later nothing !
Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live
Agent asked me to unscrew faceplate at wall and try and connect inside,
Never heard anything like this ever,
Then told an engineer would call a few days later but he never showed up,
When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,
Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,
Something told me he was at it,
Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,
When I threatened to cancel they assured me I’d get router within 48hrs which I did,
Again it didn’t work, closer inspection it was another refurbished one,
Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,
I’ve had no service from day 1 and very poor customer service,
At that point I said I would be paying nothing and proceeded to cancel DD,
This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,
Worse two weeks of my life ever.
- Location
-
- Location
- matlock
- Reviewing
- Shell Energy
- Date
- 2023-09-12
- Comments
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I would not recommend shell energy broadband and phone to anyone , Had no problem at all with the Post Office. but when Shell took over they cut me off and sent a engineer out to check my router and said that I wanted a new one when in actual fact it still worked as I tried it before sending it back They told me that I could upgrade to superfast fibre and the contract would last 18 months at a cost of around £29 but every time I receive a a paper bill it has gone up and the last one that I got was £44 , I spent 1 hour 45 minutes on the phone just to hear music playing so I hung up after getting an head ache the day after I hung up after 30 minutes.I received a letter telling me that a charge of £2.25 for a paper bill it stated that the charge would be taken on the 11 of September if I did not contact them by the 30th of august I received the letter on the 11th of September.funny how when you need to contact Shell for joining it is dead easy to get in touch with them but try getting in touch with a problem and see what happens I am considering just cancelling my direct debit payments because it seems to me that the contract is not worth the paper its wrote on , I cannot even get through by using the computer they are a dreadful outfit .
- Location
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- Location
- Leighton Buzzard
- Reviewing
- Shell Energy
- Date
- 2023-09-11
- Comments
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I was put on Shell Energy after Postoffice gave up their broadband services. I've never had any issues
- Location
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- Location
- Pontypridd
- Reviewing
- Shell Energy
- Date
- 2023-09-07
- Comments
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Painfully slow at times. Not very reliable either. If I knew then what I know now I would probably give my business to another company. I do not get the promised speeds most of the time. They are cheap though.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-09-07
- Comments
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Transferred from Post Office broadband. After being a customer for over 10 years.
My review of Shelly Energy Broadband:
Overall good value & service.
Great internet speeds
Customer service times, does need some improvements. I've found the best way to contact them is through the "live chat" on the website.
Internet has gone down a couple times, however customer services are good at tying to find the issue.
They are one of the only broadband providers that still don't require you to have a direct debit with them.
So bills can be paid in person at the post office.
Or through there website.
- Location
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- Location
- Bradford
- Reviewing
- Shell Energy
- Date
- 2023-09-06
- Comments
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Hadn’t even got to the installation stage! Booked onto Shell Energy Broadband after buying our tv through Curry’s & also needing broadband to move into our new house, we booked this on the 15th, they processed our order on the 16th/17th, we were blissfully unaware of the rest to unfold…we weren’t sent any communications so I called them, I was told there were delays with openreach (no actual given reason) but our go live date was still going ahead. Go live date was the 1st of September 2023 it got to this date & by this point, we had not received our router in the post or had any contact from Shell. I waited the 8am-8pm & still no sign of anything, after numerous calls & excuses, our router wasn’t even sent out, so I’m not sure they even had the intention of a go live date being kept. After having waited 3 and a half weeks altogether with the promise to go live, I’ve had to cancel, I’ve also used up all my phone data having to work from home, and now I’m waiting another 2 weeks for another service provider, thanks for nothing Shell.
- Location
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- Location
- St. Neots
- Reviewing
- Shell Energy
- Date
- 2023-09-04
- Comments
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What a load of rubbish if I could I'd give them minus 5
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2023-08-31
- Comments
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Far cheaper (initially) when I joined but I have been plagued by very slow broadband speeds (once recorded at 0.2Mbps) and signal drops. I'm now switching to Plusnet and Shell have cancelled my service one full day earlier than requested. Beyond dreadful.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-08-29
- Comments
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I should have checked the reviews before signing up to Shell! I've suffered from repeated outages sometimes up to four hours. I'm now considering leaving and cancelling my direct debit so that Shell can't try taking cancellation fees. I do not understand how they can levy such charges when they've failed to fulfil a contract.
They'll probably try threatening me with loss of credit rating credibility but at the age of 83 that's hardly going to be of concern!
Has anyone considered taking class action against Shell? There appears to be a huge amount of dissatisfied customers!
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2023-08-29
- Comments
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Fast and reliable wifi when it finally was set up, but faced weeks and weeks of delays before this with poor communication and unkept promises from Shell. Moved house earlier this year and tried to stick with them but had similar issues where I was promised a 'go live' date that came and went with no wifi only to be told the order hadn't gone through. Waited a week to find out it was still no further and they could not give me a new date, so cut my losses and cancelled with them. No real apology from Shell and a constant sense that people I spoke to on the phone didn't really know what was going on and just wanted to give me a quick answer to get the call finished.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2023-08-25
- Comments
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Absolutely a joke don't recommend!!
The wifi was hardly working around my flat i wasn't able to get wifi in the bedroom. I decided to leave and they told me i would have to pay a fee even though my contract was ending with them theyve re-opened a new contract i left them thinking my contract was over as when i had my new wifi which was talk talk fibre alot easier and works perfectly fine around all my rooms they where also suppose to tell them i was leaving even ddo i did tell them i was leaving and now trying too charge me £122.00 even ddo I've left them for nearly a year now blydi ridiculous and if i dont pay there getting people to come out and collect it. I dont owe you any money ive sent the router back aswel to you total joke of a company
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2023-08-24
- Comments
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Worst company I have ever had to deal with, from the very start when we couldn’t get internet for the first 10 days. To now 3 months on when I’m being charged for call-outs I didn’t ask for. Just trying to get this sorted and call out charge taken off my bill has taken so much time. Live chat is awaful and call centre is not much better. Do not go with them you will regret it like me.
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-08-23
- Location
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- Location
- Atherstone
- Reviewing
- Shell Energy
- Date
- 2023-08-22
- Comments
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Absolutely rubbish.
If you move to another room or sit outside your Internet connection is lost. Every time you switch your tv on it comes up no internet connection. This as to be the worst internet company on the market. Glad we are leaving soon.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2023-08-20
- Comments
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There are some dreadful reviews here but I can only say it as I’ve found. After a couple of weeks of drop outs (which didn’t effect my broadband only my printer), they sent me a new router which was fine, I happened to mention I had a weak signal in my garage and they sent me two Deco Mesh units free of charge… I get 57 meg all over the house including the garage, all for £23.99/month, so overall I’m happy, I’m on a two year contract, I don’t think I’ll be paying the £45/month after the initial two years, I’ll be shopping around to see what’s on offer!
- 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
- N/a
- Reviewing
- Shell Energy
- Date
- 2023-08-19
- Location
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- Location
- Lowestoft
- Reviewing
- Shell Energy
- Date
- 2023-08-16
- Comments
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As a vulnerable disabled person who is very reliant on a reliable WiFi, Internet service I totally regret signing up with She'll Energy as it's extremely unreliable
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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It is beyond absurd the way this company have treated me. After dialogue with this company about renewing my contract I was assured on multiple occasions that the new rate was in place however they continue to charge me at my old rate hence the multiple staff members I have spoken with simply did not do their jobs as they assured me it was changed yet it has not after multiple assurances. What kind of company employs staff who are simply not doing their jobs and lying to customers? I will now seek legal advice in relation to consumer rights as this company is simply not providing what we have agreed upon in the terms of our agreement. Truly shocking in this day and age that a company treats a customer like this.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst Internet do not get tied into a contract with this company
- Location
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Absolutely crap! I was lured by a £95 amazon voucher. The speed is OKish but the router keeps disconnecting my devices and then has a fit itself. When I got the router out of the box I thought it was off wish.com, very cheap looking and apparently also in its operation. I am looking to move next year and am seriously thinking about 'buying" myself out of the contract early
- Location
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- Location
- St Andrews
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst broadband
Worst customer service
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-08-14
- 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.