1,452 Customer Reviews over 37 pages
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- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2023-01-03
- Comments
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I have been using Shell Broadband since early November. The router arrived a few days before activation and set up was easy. I have had no problems since. Consequently I haven’t used their Customer Service so I gave them 5 stars.
- Location
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- Location
- Sutton
- Reviewing
- Shell Energy
- Date
- 2021-05-04
- Comments
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Absolutely *****! Internet keeps dropping in and out nothing but problems. But quick enough to suspend you when your a few days late with a payment but they can make you go without internet for a week or more!
- Location
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- Location
- Sutton Bridge
- Reviewing
- Shell Energy
- Date
- 2018-01-03
- Comments
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What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE.
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Post office customer transferred to Shell energy. Customer service is terrible, by far the worst I have experienced in any company. Called but no answer after an hour of waiting, live chat had no response or automated responses, messages them using messenger which got a reply every 4-6 hours and eventually got a call from customer service. Agreed a price of £21.99 a month + £30 good will payment for difficulty in contacting them. My next bill they took £37.00. Refused to refund so I told them I would leave. Was still in cooling off period so arranged with BT. Now shell energy have sent me an email saying they want me to activate my new account and have set up another direct debit. Avoid them at all costs. Maybe cheap but quality is poor
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Shell Energy
- Date
- 2021-03-31
- Comments
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Just finished an 18 month contract with this useless Broadband supplier. I would not recommend it to anybody. Broadband speeds and downloads are appalling. Phone calls to their Customer service is a complete waste of time. Nothing is ever resolved. Accused of not connecting the router correctly and wanted to charge £65 for an engineer to visit. I had nothing but problems trying to remedy the slow speed and was paying for a service which wasn’t fit for purpose. Now using another provider and the improvement is staggering to what it was with Shell. I do not recommend this company and would advise people to avoid being ripped off and disappointed.
- Location
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- Location
- sutton in ashfield
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Location
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- Location
- Swadlincote
- Reviewing
- Shell Energy
- Date
- 2024-02-25
- Comments
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I guess they are lucky that you can't actually give 0 on the rating scale.
Price is doubling from £25 to £50 this year. Not a great start.
Got the contract in August, roughly every 2 days connections dips. Unstable garbage for it's price. The download and upload speed is not what was promised. And the router is so bad that WIFI cannot even go to the second floor let alone struggles to get into the dining room ( which is the room after. ) Shell should still to their strength and carry on playing corporate monopoly greed with it's oil.
- Location
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- Location
- Swanley uk
- Reviewing
- Shell Energy
- Date
- 2023-11-27
- Comments
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Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT
- Location
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- Location
- swansea
- Reviewing
- Shell Energy
- Date
- 2020-09-07
- Comments
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Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!
- Location
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- Location
- Swansea
- Reviewing
- Shell Energy
- Date
- 2022-08-30
- Comments
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Intermittent signal or very slow
Tried ringing customers service holding for over 1hr and still no reply
I cannot wait to get out of this contract
- 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
- Swansea
- Reviewing
- Shell Energy
- Date
- 2020-07-03
- Comments
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Very bad service.Very bad broadband speed.25mbps..not 37mbps to 67mbps as contract stated.This has happened since I joined Shell Broadband two weeks ago.
- Location
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- Location
- SWANSEA
- Reviewing
- Shell Energy
- Date
- 2021-12-15
- Comments
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Customer sales team committed to delivery dates that were in complete contrast to dates indicated in later email. Suppoesed to get connected 16/12/2021. Very unlikely to get connected before end of December. Batted back and forth between sales and service team. I used the cooling off period to go with BT.
- Location
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- Location
- Swindon
- Reviewing
- Shell Energy
- Date
- 2022-12-17
- Comments
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Avoid !!
Whilst I had no issues with the speed the Wi-Fi consistently dropped out, hence when my contract ended I cancelled and went with one of the better cheaper providers …. Or so I thought!
When the cost of living crisis kicked in I took a long look at my direct debits to see where I could make some cuts and lo and behold there it was … 8 months of direct debit going out ( I know my bad for not noticing). I contacted them again and told them about this 8 months of payment and arranged to send the router back, explaining that I was unable to print off a label so would need a sticky label sending….. of course that didn’t happen and I got the email label. In the mean time I found the original returns label so used that. I got my proof of posting as instructed.
Now I’m getting letters from their d by collectors demanding another months money. I haven’t had any contact from shell asking if it’s been sent so obviously once you’ve left they send in the bullies to illegally grab what they can from you… this is still ongoing and I have now sought legal advice . There are cheaper, more reliable, more honest and helpful providers out there but if you do sign up to Shell do so with caution, the reviews speak for themselves !
- Location
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- Location
- swindon
- Reviewing
- Shell Energy
- Date
- 2019-05-16
- Comments
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I applied for broadband with shell not yet been on line as they have gone pass their date for me to be up and running and still nothing . when I call them I am told give it another day call back tomorrow .the router shows no broadband connection . 3 days still waiting and have to call them back again no good service sorry I joined them with their false advertising
- Location
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- Location
- Swindon
- Reviewing
- Shell Energy
- Date
- 2021-12-04
- Comments
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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!
- Location
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- Location
- Sy111jd
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Warning du not go with shell I was left with no internet for four weeks that du not answer e mails or letters it cost me over forget pounds in phone calls it takes forte minestrone to get to talk to a person and then nothing is sorted, it cost me sixty five pounds to canceller the contract an over forte pounds in phone calls I’ve now moved to talk talk the fault was on my phone line that soted it out strate away this is a lot of money for a pensuner
- 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
- Tadley
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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I dealt with Buckie in customer service , she was excellent in putting my complaint forward, and had really good customer service skills, and sorted everything out for me, including a £80 refund, I would definitely say this is the best result I’ve ever had. And would recommend SHELL BROADBAND .
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2019-05-29
- Comments
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My broadband went live on Wednesday,whilst I was out the country,so on my return on Saturday I set up my new router etc,but couldn't connect to the internet, it's now Wednesday and still no connection, having phoned them on numerous occasions I'm first told there's an outage,then a walled garden problem,what does any of that mean?? Fobbing me off I think!!! I'm then told it should be sorted in 2 to 3 days,so that's a full week with any internet,missed important emails,missed eBay purchases, internet TV not working etc,how about if I was running an internet business through this connection!!!!
Extremely poor service,leave well alone,wish I'd never joined them!!!!
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!
I've been forced to go to another provider and had to pay an early exit fee for 289.00.
Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.
Terrible customer services, no the worst I've ever come across!!
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-04-17
- Comments
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Avoid. I moved to Shell Energy as the provider is was with said I couldn’t upgrade to ultrafast broadband but Shell Energy said I could. Shell said if I moved to them after a couple of weeks I could upgrade. Since I’ve moved over, devices keep dropping out, sky drops out every night so we can’t watch TV, the internet is totally unstable. I’ve rang customer services and asked to upgrade and they’ve said I’m on the highest broadband speed available. So they lied to me to get my custom. I complained about the instability and Shell said the problem is with me, but I never had this problem with my previous provider.
I’ve put a complaint in about lying and the instability still waiting to hear from them. I’m really not impressed and will move away from Shell as soon as I can.
- Location
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- Location
- Tandragee
- Reviewing
- Shell Energy
- Date
- 2024-03-05
- Comments
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Used to be good, signed up for 200 full fibre, was told I could have VoIP then sorry we don't. Speeds regularly under 100mbs and very unstable, drops off at least 3 to 4 time's per day absolutely horrendous
- Location
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- Location
- Taunton
- Reviewing
- Shell Energy
- Date
- 2019-08-02
- Comments
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We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.
When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.
A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.
They really don’t seem to care. I will be moving as soon as my contract is up.
- Location
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- Location
- Tavistock
- Reviewing
- Shell Energy
- Date
- 2022-05-24
- Comments
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Was transferred to Shell Energy when the Post Office withdrew from the market. Promised a "seamless" changeover with no increase in charges. I was without an internet connection for two weeks and have now been wrongly charged £35. Asked to return my PO router, which I did. I was then pestered with letters reminding me to return the router and finally one telling me that as I had not returned it I was to be charged £35. I checked Post Office Track and Trace and the router had been received and signed for. Called Shell and had the usual 40 minute wait to speak to someone. Finally they answered and agreed that the router had been returned but said that I would be charged for it on my next (first) Shell bill. I explained that if that happened I would NOT be happy. The bill duly arrived and there was a £35 charge for an unreturned router. Tried contacting Shell twice by email - no response either time. I wrote a letter (recorded delivery) to the complaints department, which promises a written reply within ten working days. Eighteen days later and (you've guessed it) still no response whatsoever. Emailed them yesterday (23rd) and as yet still no reply. My next step should they not reply after 56 days will be to contact the ombudsman. The broadband connection has to date been reasonable and I have had no outages. THE CUSTOMER SERVICE STANDARD OF SHELL ENERGY BROADBAND IS DREADFUL. DON'T SIGN UP UNLESS YOU HAVE PLENTY OF SPARE TIME TO SPEND WAITING FOR YOUR CALLS TO BE ANSWERED AND BE PREPARED TO RECEIVE NO RESPONSE TO YOUR EMAIL OR WRITTEN COMMUNICATIONS.
- Location
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- Location
- Teddington
- Reviewing
- Shell Energy
- Date
- 2021-12-02
- Comments
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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.
- Location
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- Location
- Teignmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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Changed from post office without being notified. Post Office overcharged me on renewal of contract. Although I paid an amount agreed upon after much aggravation, I then received a small amount bill from Shell. On 28 March, I see that none of the discounted amounts I had paid to post office had been deducted. Chat is dismal.. 46 people in queue and 25 minutes on hold on phone. 2 chats later, nothing resolved. Then got email from Shell saying if I didn't pay outstanding amount from post office, broadband service would end and further costs incurred. I view this as a veiled threat to pay up, esp as I had not defaulted on any payments. Finally received an email today from Shell after I had said I wanted to lodge a formal complaint. They have picked up that I was overcharged and will credit me with the difference.
Fearing that I would be cut off and out of sheer frustration, I paid the full amount. This was before I got the email stating they'd picked up the error. Will I be credited with the paltry amount? Who knows? Will be looking for another provider when contract ends.
- Location
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- Location
- Telford
- Reviewing
- Shell Energy
- Date
- 2021-09-20
- Comments
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After being with the post office for 2 years and never having a single problem, Had to change provider and from day 1 it’s been an awful service. Rang to make a compliant they can’t even find my post code !!!
What company can’t even locate me by post code?
Can take my bloody money tho
- Location
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- Location
- Telford
- Reviewing
- Shell Energy
- Date
- 2021-12-03
- Comments
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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
- Location
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- Location
- The North
- Reviewing
- Shell Energy
- Date
- 2019-11-19
- Comments
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OK. I went for the cheap 12 mth deal and now regret it. Switch over was smooth but there are PPP connection losses every day for a few hours. Next time I'll pay a bit more for reliability. Cheap but not worth the lack of reliability.
- Location
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- Location
- The North
- Reviewing
- Shell Energy
- Date
- 2019-11-26
- Comments
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This is an update to a previous review. The dropouts have stopped and the speed has stabilised at slightly higher than the previous supplier. I'm fine with the switch now. It looks like this in no worse than BT or Sky, just cheaper.
- Location
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- Location
- Thetford
- Reviewing
- Shell Energy
- Date
- 2018-06-18
- Comments
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Avoid if you don't want to be stressed!
Overall satisfaction - I would like to give them 0 stars, because the only thing I have after 1 month of using their broadband is massive stress.
Customer service - don't try to call their call center, because you'll spend about 30-60 minutes on waiting, sometimes you'll be hanged out by clever call center employee. 2 stars, because at least someone's pretending to solve your problem on online chat. But that's not enough to actually solve it.
The only way to contact with them is the online chat - but not all the times you'll be able to be connected with any agent, and second problem - in case of no internet connection, online chat will be useless for you.
Broadband speed - 5 start, because speed and only SPEED is FINE. But that means nothing, if I can't use full speed because of ISP gateway reliability problems.
Broadband reliability - is a JOKE. There's no any reliability! I have about 40-50 connection timeouts EVERY DAY. Checked any single phone socket, wires and even BT service socket - problem source is outside my flat, in ISP gateway. I've had an engineer appointment for today (18.06) - no one showed up, no one knows in call center what's going on, and I still have the same problem with connection timeouts.
More than 2 weeks and problem hasn't been solved.
I've never had any problems with BT Infinity 2 service, but I just wanted to save some money on internet bill, so I've decided to try First Utility.
That's my punishment I think - for being too greedy.
- Location
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- Location
- Thomas
- Reviewing
- Shell Energy
- Date
- 2022-12-16
- Comments
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Very poor consistent signal, dire customer service…when you eventually get to speak to someone
Raised same issue over and over for a year but never resolved despite assurances. Ended up being told it was my fault for choosing the broadband I had! Also the guy argued with me to the point I felt intimidated over the phone. One lady was very helpful hence the 1 star but as for the rest it was horrendous.
Broadband provision very poor, kept dropping out all the time and days where completely not working at all. Moved providers now as it was too stressful to try to work from home using the broadband I had.
Disgusted by Shell broadband and wouldn’t recommend it to anyone.
I would have liked to speak to the guy’s manager to complain but did not want to be on hold yet another 3/4 of an hour!
- 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
- Thorpeness
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Comments
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Absolutely hopeless! Since Shell took over from Post Office I have not received a bill,Direct Debit set up with Post Office not been honoured,no success at finding out amount owed!I just want to pay!!!!
- Location
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- Location
- Tickencote
- Reviewing
- Shell Energy
- Date
- 2018-06-28
- Comments
-
Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.
Tried to contact with their customer service. After 2 hours on hold, been hanged out!
- Location
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- Location
- Tirphil
- Reviewing
- Shell Energy
- Date
- 2022-03-22
- Comments
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Shell broadband is not a very good broad band service at all
- Location
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- Location
- Tiverton,
- Reviewing
- Shell Energy
- Date
- 2021-12-31
- Comments
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DREADFUL company, apparently switched by Uswitch, loads of agro as when I moved to my new property there was no landline & cottage needed rewire & refurb. This meant that shell could not & did not supply any service. Since then Ive been hounded for connection fees.
Now with the Ombudsman.
In my opinion this company is beyond belief in their lack of customer service. Advice dont touch.
- Location
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- Location
- Todmorden
- Reviewing
- Shell Energy
- Date
- 2022-12-03
- Comments
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I would give zero stars if I could. The customer service is crap. I've had no broadband for 6 days. Told internal fault by 3 people over more than 3 hrs I was on phone. They booked engineer who didn't turn up. Phoned them and told external fault and would update me in 2 hrs..of course not heard from them then when asked was told they dont work weekends so God knows if they'll ever fix it. Opened complaint heard nothing. As soon as they fix it ...if ever I will change provider. These are the worst. Time wasting useless liars that are completely incompetent
- Location
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- Location
- Tonbridge
- Reviewing
- Shell Energy
- Date
- 2020-10-30
- Comments
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Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it!
- 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.