1,452 Customer Reviews over 37 pages
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Awful company. Broadband is patchy at best, speed is NOT what is advertised. Sometimes you can generate 10MB connection speed, other times it just falls out completely. Web pages don't load properly, pictures and message interaction is a nightmare.
Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.
Tried to cancel but they put every barrier possible to delay you and thus fall out of the cooling-off period.
AVOID AVOID AVOID.
- Location
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- Location
- Glasgiw
- Reviewing
- Shell Energy
- Date
- 2022-11-23
- Comments
-
I left the company 3 months ago. I have sent the router back although the company sent me emails telling me they have waived the router fee. Although I felt I had to return it as I did with confirmation they are still hassling me over this. What a useless company. Completely wasting my time and thi4biwnboaoer. They have no cinnubitlcatiin within the company amongst themselves creating a bunch of problems for their customers months after leaving. Can't recommend something I wouldn't even touch with a stick and rubber glover. Avoid at all cost.
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
-
Shell Energy Broadband rip-off
By far the worst, unprofessional so call company provider. As from other reviews, i.e. Internet connection not too clever 1st year when calling up to notifying about their Internet connection, you get charged for this call. However, after my one-year contract, phone calls are now three. After having so much trouble I have decided to get another provider, notice was given. However, after my cancellation, they continue to take payments. I did lodge a complaint and received a reply within the same day, saying that they looked into it and I will be getting a refund. However, no refund 2nd month another payment taken after sending emails and phoning no refund. Another complaint was lodged after speaking to the adviser, asking me to provide evidence that I have no payment. Therefore, I sent my bank statements, in which clearly shows no refund was paid then I received one payment of £18.99.? However, my payment was £19.00 a month. I don’t know where they got that other figure from 2 months on receiving phone call from receptionist I requested to escalate my complaint several times and also by email. Eventually supervisor did contact me. I inform the supervisor that I requested to speak to somebody in authority. However, this was refused to have received another payment of £16..... An outstanding balance over still owed after 3 months of £2... As this has now affected my health is costing me money by phoning them, etc I will not follow it up as I find this organisation very rude, unprofessional and never fulfilled their promises. I don’t know if it’s just a rip-off or unprofessional people. However, shame on shell energy broadband, unbelievable.
- Location
-
- Location
- Uppingham
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Comments
-
Absolutely rubbish l have been trying to contact them for over 3 hours today can’t speak to anyone not sure what to do
- Location
-
- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-02-07
- Comments
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Visiting a relative in Cornwall, what a horrible service She’ll broadband are offering. Broadband appears to be been down for several hours. Can you contact Shell, can you flip. No online service indicator, online chat is a muppet bot. Phone impossible to get answered.
- Location
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- Location
- Tirphil
- Reviewing
- Shell Energy
- Date
- 2022-03-22
- Comments
-
Shell broadband is not a very good broad band service at all
- Location
-
- Location
- Newport
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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My mother upgraded her broadband and Shell asked that she return her previous router, promising to send SAE packaging. It never came. She chased. Ditto. She'll charged her £35 for not returning the router, so she chased and they promised to refund and send packaging; they didn't and refused to refund. Its a catch 22-they won't send packaging, so are fining my mother for not returning the router. Utterly corrupt. Avoid Shell and go for another provider unless you want to be charged for not returning your old router irrespective of whether you seek to do so
- Location
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- Location
- Hereford
- Reviewing
- Shell Energy
- Date
- 2022-11-12
- Comments
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Service drops out all the time. No customer service,almost impossible to make contact...then no help.it was fine with Post Office.
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-05-22
- Comments
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Currys PC World sold me Shell's broadband package on 29/04/23.
I had a confirmation email from Shell that my Internet service will go live on 17/05/23. They sent me the router on 13/05/23 but they didn't send the optical network terminal (ONT) neither booked an engineer to set up the router.
I've contacted their customer service on 15/05/23 (23mins) call to inform them that they still need to send the ONT and booked an engineer. The staff I've spoken to guarantee me that somebody will ring for this matter.... nobody rang.
On 17/05/23 I rang 5 times to their customer service, I've been transferred from different department each time I rang and ended up spending in total 2hrs 29mins on the phone repeatedly explaining that I had no service because they missed to send the ONT and engineer to set up the service. Later that day, they sent me an estimated bill of £51.00 to pay by direct debit.
On 18/05/23 I rang again several times without any information to when they expect to send the engineer or why they didn't send it in the first place. After being so tired of repeating myself, I decided to cancel their non existing service at 11:51 on the same date for the sake of my time and sanity.
On 22/05/23 I had a call from their loyalty department (I think) asking me if I was enjoying the service. On the same date I received an email from support+id19147458@serl.zendesk.comcancellation with the below information:
"As you’re ending your contract within your minimum period, you’ll receive an early termination charge. We estimate this to be £321.92 and will be included in your final bill"
RUN AWAY FROM SHELL BROADBAND. THEIR CUSTOMER SERVICE IS A NIGHTMARE AND DISENGAGED.
- Location
-
- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2023-07-31
- Comments
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Ordered internet. “Installed “ on Friday, no service all weekend after many calls. Got an email on Monday saying we should have service. Still nothing. Called to cancel and will be charged £109 for absolutely nothing. Very irate!!! Don’t do it!
- Location
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- Location
- Broughty Ferry
- Reviewing
- Shell Energy
- Date
- 2020-05-30
- Comments
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If thinking of moving to shell energy broadband don’t !!! They are totally useless. Despite many phone calls no resolution to their error. Staff especially Ally were useless.
- Location
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- Location
- Brighton
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
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Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
Also asked for Manager to call twice. Never had a call back. Avoid them.
- Location
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- Location
- Perranporth
- Reviewing
- Shell Energy
- Date
- 2021-02-06
- Comments
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Terrible. Do not use. We have had download speeds of 0.1m/s for 10 days now. Customer service takes ages to get through to and they even blame us for something inside the house. Without us changing anything it starts working again and to add insult to injury they offer to refund us £2 for 2 days it was not working. DO NOT USE.
- Location
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- Location
- hounslow
- Reviewing
- Shell Energy
- Date
- 2021-03-10
- Comments
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Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-04
- Comments
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Avoid! Attractive headline prices but misleading sales advisors abound.
We signed up having checked twice with Shell staff (and on their website) that we could keep our landline number. Apparently it is simply not possible for the majority of Virgin Media customers to take their phone number. Shell call centres woefully short staffed so expect to spend 30 minutes to get anything dealt with (charged number). The clue is in the name: sHELL!
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-02-07
- Comments
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Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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Been with shell for 4 months and for the 2nd time I'm left with no service. 10 days in total now. Customer service is non existent and that's when you can actually get through to someone. I've had to go out and buy a mobile router because no one at shell is interested in sorting the problems out yet I'm still expected to pay my bill on time. Keep away from this company. I'm sorry I switched
- Location
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- Location
- Hazel Grove
- Reviewing
- Shell Energy
- Date
- 2023-01-02
- Comments
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Since Shell took over from the Post Office my phone and broadband are nothing but trouble.
All my contacts have told me they are unable to get in touch.
1 - Weird noise on line,
2 - it may ring out and cut off,
3 - it crackles if working at all
4 - have tried several phones but the problem continues.
5 - my tech and phone works fine when tried at friends house
6 - customers service are trying to deal with Post Office customers and Shell customers
7 - They try to make you feel as if I'm the only one complaining
8 The service is not fit for purpose
9 - For any other purchase I am entitled to a replacement or refund. I feel Shell should refund all my payments since they took over from the Post Office.
10 - Shell service is so bad there have been radio programs of people complaining.
11 - Customer service people go through the same script each time I call and tell me there will be charge from OPENREACH if an engineer has to come out.
HOW CAN I KNOW IF THIS IS CORRECT?
From my experience SHELL SERVICE is not fit for purpose. It is an known fact because of the experiences of many other customers.
As a vulnerable person with mobility problems it is grossly unfair that SHELL should be allowed to treat people as it does and get away with such bad service.
Current corporates have run every utility service into the ground with no regard to good practice or duty of care.
- Location
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- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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Awful, Been charged more than double for last two months, Still unresolved, Customer service online chat useless, Broadband service bad anyway, cannot wait until I leave them.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.
- Location
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- Location
- Wishaw North Lanarkshire
- Reviewing
- Shell Energy
- Date
- 2024-01-01
- Comments
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I am sorry I went with Shell Broadband I am never off the phone to them because my connection keeps dropping and its been like that from day one,I've told them I think there's a fault with the router but there not doing anything about it,I wish I had never left BT,and I definitely won't recommend yous.
- Location
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- Location
- PORTSMOUTH
- Reviewing
- Shell Energy
- Date
- 2020-08-24
- Comments
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The worst company ever, even tho they work thru TalkTalk.
Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
AVOID,AVOID,AVOID!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-01-23
- Comments
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This company broadband is RUBBISH please AVOID AVOID, If you planning to switch broadband to the First Utility may face huge financial debt If you terminate a contract, or you may get stress until the end of the contract. I don't recommend First Utility broadband.
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2021-09-11
- Comments
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Don't go near them!!!!!!
Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
- Location
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- Location
- Dartford
- Reviewing
- Shell Energy
- Date
- 2020-03-05
- Comments
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Unfortunately made a big mistake and signed up for the offer trusting Shell name. Oh boy, couldn't be more wrong. To the reader who is just checking the reviews - SAY AWAY! worst experience ever. They promised 11 mbs in average for 17.99, while signing the contract sneaked that they will be providing from 5 to 9 mbps. Actually providing somewhere below 5 and max 6mbps and less than 1 mbps upload! It is not a broadband! It's a dial-up service. All I lack is that modem sound dialling to get online.
I filed the complaint and their solution was......ATTENTION get higher band! which mean they are capable of providing the service it's just unfair business practices designed to lure people in and push to higher band as the cancellation fee is 100 pounds!!! CANT BE MORE CLEAR, TO ALL READING THE REVIEWS - STAY CLEARLY AWAY OF THIS "SERVICE"
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
-
Lost broadband services for four days last month due to faulty router.
Currently have had no broadband for four days (and counting) this month due to a line problem.
I'm terminally ill but don't meet their criteria of being vulnerable.
They offered the paltry sum of £3.68 as a refund for being without the service for four days.
I live in a large stone house and the router they provide is not good enough to allow internet access throughout the house. We have to use TP Link plugs to enable internet access throughout the house.
They also give us that "mid-contract" price rise.
Would never use them as service providers again.
- Location
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- Location
- Chepstow
- Reviewing
- Shell Energy
- Date
- 2022-02-18
- Comments
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It's terrible. Yes I was with PO for price. But it worked. Never had a problem. Now no Netflix. Even quiet times of day, no internet. How can this be, same lines
- Location
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- Location
- Marylebone (Central London)
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
-
I live in central London and the broadband just doesn’t work, spoken to the call centre several times and the restart methods provided work for 30mins maximum. AVOID AVOID AVOID
- Location
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- 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
- Norwich
- Reviewing
- Shell Energy
- Date
- 2020-10-29
- Comments
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Terribly unreliable and very low upload speed. Never had issue with BT. High cancelation fees would avoid
- Location
-
- Location
- Huntingdon
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know
- Location
-
- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Rubbish. Frequent drop-outs and, strangely, can't connect to either Gmail or Yahoo e-mail services (if I connect using a mobile hotspot, these e-mails miraculously appear...)
- Location
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- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
-
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
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2021-08-10
- Comments
-
Would,nt have it if it was FREE - TOTAL ****
Ran by kids who laugh when you complain after 30 mins wait on phone, How do these idiots get a licence to trade ???
- Location
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- Location
- BT67 0LT
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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This company is less than crap was with post office, the service was great, then these cowboys came along. I decided to leave due to be charged double for my bill with no explanation, no explanation of my bill. decided to leave and got to talk talk. they blocked my incoming telephone calls and slowed down my internet speed, all I can say Shell Energy is just scum at the highest level.
Regards
Eric
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-09-20
- Comments
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I may have had a lucky escape as I would not give my bank details until i had seen an emailed contract, the first salesman was back on the phone giving it the hard sell, in the meantime I was reading the terrible reviews, and turned them down !
- Location
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- Location
- DURHAM
- Reviewing
- Shell Energy
- Date
- 2021-08-10
- Comments
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Abysmal.
Fooled into joining by the cost, and the proclaimed broadband speed in my area.
Plusnet appears far cheaper. The broadband connection constantly drops and I lose it.
Do not sign up.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-05-23
- Comments
-
I phoned Shell a month ago about connectivity issues and they suggested I reboot the router. When that didn’t work, they told me that if I requested an engineer to come out, if I couldn’t prove there had been a drop in my WiFi while they were there I would have to pay £73. This is absolutely disgraceful as I have never had a missed payment but would be on the hook to pay for their engineer. I don’t even understand how they could justify that with their record breaking profits.
I continue to be handed around from department to department with no one able to assist. It will cost me £200 to get out of my contract and this is an absolute disgrace. My internet continues to drop in and out which affects my ability to work.
Avoid this company
- Location
-
- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
-
Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
- Location
-
- Location
- Sleaford
- Reviewing
- Shell Energy
- Date
- 2022-01-17
- Comments
-
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
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.