1,452 Customer Reviews over 37 pages
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- Location
- Torbay
- Reviewing
- Shell Energy
- Date
- 2020-06-18
- Comments
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Having been on standard broadband with a few resellers (EE, Sky, Post office) I wanted to upgrade to a faster fibre service. One our previous suppliers we'd get disconnecting issues or really poor speeds in the early evening. Signing up with Shell was easy and a good deal, their router appeared a week before 'go live' and was a good bit of kit for a freebie (dual 2.5 and 5GHz Wifi, USB network file access, clear and easy admin panel). On change over day I was emailed at 4am, plugged in the new router and it worked. For the first few days we only got 15Mbps as a top speed (still better than our standard broadband! ever was) but then after a remote reset (part of Shell's line testing/setup) we've been at just under 30Mbps since - which is towards the top end of what we were told. Haven't had to contact customer services (a first when switching suppliers at this address!) so hopefully it'll continue like this.
- Location
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- Location
- Torbay
- Reviewing
- Shell Energy
- Date
- 2022-01-30
- Comments
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Worse ever supplier been with a few but she’ll is diabolical always slow some nights not getting any Wi-Fi customer service saying we have to much on internet but like I said it’s not all on at same time with others it’s sometimes slow but with shell well I can’t wait for contract to end never ever again will we have shell and can’t get printer to work on shell where it worked on all the others we had
- Location
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- Location
- Torquay, Devon
- Reviewing
- Shell Energy
- Date
- 2022-11-10
- Comments
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Useless. I am still being sent arrears statements when 3 months credit agreed for customer retention sb
Scheme. Take at least 45 mins to talk to anyone on phone.
- Location
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- Location
- Towcester
- Reviewing
- Shell Energy
- Date
- 2022-12-20
- Comments
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Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyone
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
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Terrible customer service - I've been on hold for 45 mins yesterday and another 30mins today, so far...
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Shell Energy
- Date
- 2022-03-01
- Comments
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Got transferred from Post Office broadband who always had fantastic customer service. I'm not sure this lot have any customer service agents at all. Been on hold for 1 hour now. Stupid music and asking me every 30 seconds whether I want faster broadband. Nope, I just someone to pick up the phone and fix the broadband I have!
AVOID
- Location
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- Location
- Tunbridgh Wells Kent
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Without doubt the worst broadband provider out there. There are Uncontactable on the phone for hours, chat on line you go from position 10 back to position 19 twice that happened Internet totally unreliable.
- Location
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- Location
- Twickenham
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
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Shell fibre broadband was reliable and fast.
Beware £15 end of service fee (even if contract has ended)
- Location
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- Location
- Tywyn
- Reviewing
- Shell Energy
- Date
- 2022-09-10
- Comments
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Since we had shell broadband our service was intermittent at best. Tried to resolve many times but not interested. Always our fault. Only time I received a call from them was to try to sell us something. Cut me off before change over date to another company. Avoid like the plague.
- Location
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- Location
- U.k
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
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The broadband speed so slow it STOP working after few days then u have to call them again and again
Which take so long to pick up calls ,u have to call them every week that broadband STOP working. BAD BAD BAD services.I wana cancel my contract but thay charge lot of cancellation fee,Please don't buy their broadband ever.
- Location
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- Location
- Uk
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Location
-
- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Moving house, and have been kept waiting for a ridiculous amount of time on the customer service line. The same line asks for you to describe your issue, but then has no option for home moving.
Added to all that, the broadband is unreliable and keeps dropping, the online account doesn't work half of the time. Avoid!!
- Location
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- Location
- uk
- Reviewing
- Shell Energy
- Date
- 2021-12-13
- Comments
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worst internet i have ever had DO NOT GO WITH THEM please save your money and you time cause you will be on chat with them every week or resetting your router every day just to get the speeds you pay for there customer service is horried they lie to you and offer help that they end up charging 100s for. the worst internet service i have ever had
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Comments
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Ex post office broadband customer - taken over by Shell Energy - terrible broadband service, not very helpful telephone customer service. Was glad to be able to get out and move to another provider. Sent Router back immediately with proof of posting (thank you Post Office!!!) but still getting emails from Shell Energy - start off telling me I have not returned my router. I know I had so ignored this "cannot reply" email. Yesterday, another email telling me I have not returned the router and they are going to charge me £35. BUT the funniest thing, if you need a laugh by then, is that they then go on to say if you have returned the router, ignore this email. WHAT ABSOLUTE RUBBISH SERVICE. I have proof of posting, as the advised when I closed my account, and they provided the return bag with address so it's THEIR PROBLEM if they have not received it.
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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I wish I had read this before I switched. DO NOT BUY, this product should not be sold, its not fit for purpose
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-11-28
- Comments
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The absolute worst utilities supplier I have ever encountered. Appalling reliability and customer service. My internet drops out every single day and sometimes several times per day, and customer services told me that this was standard.
- Location
-
- Location
- Uk
- Reviewing
- Shell Energy
- Date
- 2022-03-21
- Comments
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The broadband is fine once you have it, but customer service is terrible. When I signed up for Shell broadband in 2021 the customer service was excellent. I don't know what has happened since but having to wait over 40 minutes to renew a policy is ridiculous.
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-07-30
- Comments
-
Absolute waste of money - used ti get 12/13 mbps now 4.5 if we're lucky. I'm cancelling my DD - will fight for early cancellation due to rubbish service
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2021-03-19
- Comments
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AVOID LIKE THE PLAGUE!
One year of no or low connection, intermittent connection, top speeds of 0.8 upload and 5 MB downloads.
Appalling customer service - unable to contact them via phone (which is expensive), emails ignored, complaints ignored,no ability to leave contract.
Even after my one-year contract was up, it was impossible to leave! Weeks after requesting that they cease the line, the line is still open and they are still charging me for broadband!
This company is impossible, infuriating and you should avoid them at all costs - don't say you haven't been warned!
Quite how they've won a customer satisfaction award for their broadband in 2020 given the number of negative reviews they've received beggars belief.
I would NEVER recommend Shell to anyone, and would certainly never use them again.
I have had to resolve my complaint through an ombudsman and still have got nowhere weeks after making it.
- Location
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- Location
- Up north
- Reviewing
- Shell Energy
- Date
- 2021-12-14
- Comments
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Piss poor expensive no one at office wants to deal with you,no moral done for thank goodness my contact ends will not ever be renewing and the three peeps I rec and they got will not be renewing there’s either
- Location
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- Location
- Uppingham
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Comments
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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
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- Location
- Uxbridge
- Reviewing
- Shell Energy
- Date
- 2022-12-02
- Comments
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The worst company ever!! Please don’t go for Shell !I don’t have internet literally on mostly of !no customer service very bad can’t reach them the worst company ever!!
- Location
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- Location
- Uxbridge
- Reviewing
- Shell Energy
- Date
- 2020-04-24
- Comments
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I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible.
It doesn’t work and cuts out during the day and late at night
Sometimes it’s good during the day but seems to stop working all together at 11pm.
The worst thing is that you can’t get out of the contract which is 18 months long
As soon as it’s finished I will be returning to sky and I will be much happier with there WiFi
- Location
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- Location
- Vicarscross
- Reviewing
- Shell Energy
- Date
- 2022-06-30
- Comments
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This company is a joke my farther in law regasted blind and deaf and 93. Migrated by the post office to Shell. get letter saying you have not paid you bill.not had bill yet happen every time bill arrived 3 day's later.closed account with them now say will charge him £35.00 for the modem he has never had.he only had a phone no broadband. Trying to get the thick customer service to understand this is impossible. They only have to look back on the old bill's to see this.the CEO for Shell energy as a international companie is a joke. Will now have to take this up with Offcom. Need to get staff that understand customers problems.
- Location
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- Location
- W yorks
- Reviewing
- Shell Energy
- Date
- 2022-09-21
- Comments
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Rubbish customer service. They entered wrong details, even date of birth! Linked 2 phone numbers together mobile and landline so didnt recognise account. Won't let me make a payment just says up to date. I wanted to get ahead with payments for winter. No luck online, automated services and customer service couldnt help apart from changing date of birth!
Definitely do not recommend
- Location
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- Location
- wadhurst
- Reviewing
- Shell Energy
- Date
- 2021-11-02
- Comments
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wheres the zero ? shocking customer service worst i have ever encoutered . do not deal with this company been waiting for broadband now for over a month between them and those other crooks at Open reach . still waiting ineffective managers no acting on your behalf to esculate issue . lost momey as tenants left as i had promised them broadband . Have now got them as my provider by default at another property as they took over from The Post Office soon as the tenant vacates i will be moving . Dont get tempted by their prices believe me its just not worth it . Avoid like the plague
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-03-10
- Comments
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Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-08-14
- Comments
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Disgusting company, poor customer service.
Wont admit their own faults, try and pass the blame onto someone else then when they are pulled up on it start demanding money for time related charges when you didnt agree to them in the first place
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
-
Awful customer service and extra charges.
We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
I definitely wouldn't recommend shell broadband and will be changing supplier.
- Location
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- Location
- wakefield
- Reviewing
- Shell Energy
- Date
- 2023-06-02
- Comments
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Absolutely despicable penny pinching company with no morals or customer commitment. PLEASE AVOID AT ALL COSTS. They have the advertising money to bury these comments away from new custermers because if they knew they wouldnt look twice at this company. please dont be fooled by offers and discounts they are only there to reel you in . once you are in then they have you and will drain as much money as they can legally get from you. please please AVOID ,
- Location
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- Location
- wakefield
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
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Absolutely shocking internet. It’s slow and constantly drops out and I have to reset it. I can’t comment on the customer service because I refuse to ring them simply because of the previous reviews regarding the wait times and dealing with customer service - judging by these reviews, it doesn’t fill me with any hope that She’ll would sort the problem anyway. As soon as my contract is up I’m off!!
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-01-17
- Comments
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Signed up Aug 19
Nothing but trouble, minimal connection, router flashing red. Poor customer support and communication with false promises.
4/5 of no service but still collecting the direct debit but want to offer a £5 goodwill.
Avoid at all cost!
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-08-30
- Comments
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Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
They think this is all they have to provide and they (shell) deem this acceptable.
- Location
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- Location
- Wakefiled
- Reviewing
- Shell Energy
- Date
- 2023-07-16
- Comments
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Mum whose in her 80s always being with the post office now these idiots have taking over, I pay her bills for her, but have to travel to post office because there's no way of paying over Internet unless she authorises for me to manage her account, tried setting up a direct debit from dad's account that I manage so I can authorise it, but they refused it so I'm still trailing around post offices to pay the dam bills, what does it matter if it comes out of mine, dad's or her own(which don't allow direct debits) as long as it gets paid, would be so much easier to pay over Internet, so not only am I using petrol, or using a stamp or having to pay over the phone, it's costing me, useless company
- Location
-
- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2020-06-11
- Comments
-
Appalling, appalling, appalling. Just don't go near them. Arrogant and totally useless, how are they in business. I WISH I had reviewed them first. Tied in now with this poor company arghhhh.
- Location
-
- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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Dreadful. There are no parental controls available which every other internet company provides. 100% do not go with this company if you have kids and would like some control over what they are exposed to. The actual broadband is also unreliable and drops out frequently.
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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Avoid at all costs. What a disgrace of a company, we were sold this wifi as part of a deal when buying appliances from Currys. The cheapest in our post-code apparently, and feeling pressured on the spot that this was the fastest wifi in our area we stupidly agreed to shells wifi. 3 times in 7 weeks we have had to have an engineer out to “sort” the same reoccurring issue. Wifi works fine for a few days and then gets cut off down to nothing, takes over and hour to speak to somebody from customer service just to be told that you need to restart the router..lol. Very unprofessional to also be told “can you not ask a neighbor to use their wifi?” Because i work from home. First of all we pay to have our own working wifi and secondly who in the right mind even says that to a customer who should be getting what they pay for!! Awaiting for complaints team to get in touch so I can cancel and start with a better much more professional provider where i hopefully wont have to worry about my wifi being cut off an hour before i have to deliver a presentation! If i could rate them 0 stars i would.
- 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
- Wales
- Reviewing
- Shell Energy
- Date
- 2021-07-05
- Comments
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It was slow then it was still post office didn't think it could getting any slower boy was I WRONG. It is the slowest internet iv ever had. Constantly cutting out. I'm so glad my contract ends this month so I can leave. DO NOT GO WITH SHELL ENERGY unless3you like banging your head against a brick wall.
- Location
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