1,452 Customer Reviews over 37 pages
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- Location
- Thomas
- Reviewing
- Shell Energy
- Date
- 2022-12-16
- Comments
-
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
-
- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2020-07-25
- Comments
-
AVOID. Shell failed to port my landline number (which I have had for 18 years) and tell me it is now 'lost' forever. Customer service is terrible when it comes to trying to resolve or understand this. Email comms also terrible/absent/inaccurate. AVOID AVOID AVOID.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-11-12
- Comments
-
Anyone who is looking to switch to first utility broadband please don't they are the worst internet provider ever. I have been having problems from day one and still have.I wish i read reviews before i joined, but its too late now.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-04-30
- Comments
-
I have had First Utility for energy and broadband and have never experienced such a poor service from broadband. The ideal situation for me was to have all services from one supplier so I was happy to sign up for broadband when it became available. I have now changed energy supplier because of the association with broadband being so shoddy, and can't wait for the contract to end so that I can switch broadband as well. My previous broadband speed was 12Mbps and when I was quoted an average speed of 11Mbps I accepted that because of the aforementioned convenience with energy. In reality I have never received 11Mps and because of failures to connect devices I started monitoring line speeds. The maximum speed measured was 7Mbps but more often than not this was around 4 or 5. Sometimes it is not possible to connect at all. Constant reports to the service line have not made any difference to the service even after telling them that previous suppliers have had no problems in the feed. I do not know what difference Shell will make to the services but on what I have experienced I would recommend that any prospective customer look very carefully at the provision and try to get some assurances before signing up. Thankfully my contract expires in June and I will be looking for a proper broadband service.
- Location
-
- Location
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2022-12-16
- Comments
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Do not use this company originally with the Post Office but went with Shell when they took over. Broadband speed was way to slow and unreliable. Customer service is a joke and finally moved supplier.
Asked to return ancient router or would be charged £35. Returned Router with letter and proof of postage. 2 month later and various phone calls to tell them the router had been returned they still wanted the £35 paid .
They then forwarded the disputed debt to MIL debt collection agency without notice. Avoid with a barge pole a horrible company
- Location
-
- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2021-09-15
- Comments
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I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE
- Location
-
- Location
- Lea village
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
-
Absolutely hate this company I’ve got 7 day without internet and nothing from them to many complaints to even say
- Location
-
- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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Wished I'd never changed, slow , keeps dropping out customer service is non existent.their service not only effects my streaming etc but also security cameras etc
- Location
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- Location
- Lewes
- Reviewing
- Shell Energy
- Date
- 2023-06-27
- Comments
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Absolutely rubbish, rubbish coverage/ no internet received however they will try and charge you for month you've had no coverage, the internet is an apsolute joke, rip off
- Location
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- Location
- Kelso, UK
- Reviewing
- Shell Energy
- Date
- 2018-02-11
- Comments
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This is an appalling company. I had been with them for over a year with very slow connection speeds of around 4 MBPS despite being on the fibre network, when I moved house. They arranged to move my broadband to my new address but told me it required a new contract and a wait of a month before they could connect me at the new address. The engineer failed to turn up after a wait of a month. When I contacted them (three hours on hold...yes!), I was told that the order had been "declined twice" and therefore cancelled. All my bills were paid in full by direct debit so there was absolutely no excuse for this cancellation. Furthermore First Utility failed to contact me in any way, and at any point in this whole process to tell me there was a problem. The representative I spoke to suggested another month long wait for another installation appointment but I explained I couldn't wait without broadband for so long and told him politely that I'd rather cancel the order. The representative then hung up on me! I then received a bill for an early termination of the contract for a full year's cost of £220 because they said cancellation occurred after the 14 day grace period, but they had never provided a service and I wasn't told they had cancelled my order until after the 14 day period!
I'm appalled by the level of corruption, incompetence and rudeness I've been subjected to by this company. I will contact the ombudsman now to see how I can get my money back. It's so time-consuming, frustrating and upsetting I would urge you all to avoid this company at all costs. Even if you have a simple enquiry you will routinely be kept on hold for more than 30 minutes at any time of day. Avoid!
- Location
-
- Location
- Yarm
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Yes totally agree.Shell unable to provide a reliable connection and let's compare with buying a vehicle and it breaks down every 15 minutes. Well not one person would keep it and if within the first day this was a regular feature then it is unreasonable to expect that customer to continue with that dealer or service.
- Location
-
- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Comments
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tried to switch from Sky to get cheaper faster broadband. Shell messed up switch, totally incompetent company. customer service total mess, hours of phone calls, internal departments clearly not communicating with eachother. 2 DATA BREACHES!!! stayed with Sky! offered a very small compensation token...they even messed that up!
- Location
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- Location
- Ashford. Kent
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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Diabolical in every respect.They tried to tell they hadn't received my router 2 months after it was returned with a proof of post office receipt. I was in credit when I left Shell for a better service but I again had to ring Shell as they were going to deduct the £35.00 from my credit cheque then whilst on the phone an adviser wavered the £35.00 as they had received the router.
This morning they did the same to my Mum leaving her so distraught saying they hadn't received her router from when she returned it at the back end of August. She rang about a credit cheque and they said it would be upto 10 days after her initial call on 19th October which today 14th November she still hasn't received it.I rang on my Mum's behalf and again they waivered the £35.00 for the router and her credit cheque will be with her within 10 to 12 days. They wanted my Mum to send the proof of posting receipt for the router because her word wasn't good enough She's 81 years old why would she tell them she'd returned the router if she hadn't.
Rude advisers without any compassion.
Honestly they should never of taken over the Post Office homophone and broadband. Shell are not fit for purpose. Avoid at all costs.
So pleased my Mum and I now get our homophones and Broadband from a much better company.
Shell Go Do One.
- Location
-
- Location
- london
- Reviewing
- Shell Energy
- Date
- 2020-03-14
- Comments
-
The worse internet I've ever had. Stay away as far is possible. the speed is so slow that you won't be able to do anything.
AVOID!!!!
- Location
-
- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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Absolutely shocking don’t attempt to play any console games with this connection....! It’s terrible! Doesn’t even reach my kitchen which may i add is 2 metres away! The whole lot the price and the results are absolutely ridiculous and so not worth the bad head...
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2024-02-27
- Comments
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This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-03-19
- Comments
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I normally switch broadband regularly and never automatically renew. Shell Broadband is the worst I have ever come across. The broadband was not too bad until Feb 2021 when they claimed to have upgraded it and its gone worse.
My contract with them ends in May 2021 and today they tell me I have to pay a cease fee for ending the service even if I end it after my contract has ended. This is daytime robbery in my opinion. They are penalising me for leaving them. This feels like its aimed to deter people from leaving them and its unfair. Are we supposed to stay with the company for life or else we incur a penalty charge? Ridiculous!!!!
- Location
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- Location
- West Malling
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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This has got to be the worst broadband provider, if you can call them a provider. 30% of the day i had no internet.Paid an outstanding 35 pence with debit card.I returned router with proof of postage, i was told router had been received,however they never seem to contact the truro tossers (debt collectors) that the router was returned. After 12 months the truro tossers phoned me demanding £30 for the router. Told them to get stuffed and take me to court. I blocked their phone number. Shell should stick to oil.
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2023-04-15
- Comments
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BE CAREFUL WHEN SETTING UP SHELL BROADBAND!! Initially I was very pleased with my broadband deal from Shell and had my deal confirmed in an email specifically stating there would be no setup charge. All was set and looking positive but a few days after agreeing the deal, I received an email to say there would be a delay in setup for a few days as an engineer would be required. This was not a problem, I was content with this. A day or so later I receive another email stating that my current provider has informed Shell that I am no longer switching to them and staying with with my current deal and therefore my order with Shell had been cancelled. I contacted my current provider and they confirmed that no communication between the companies had taken place and no such instruction had been given to Shell. I contacted Shell and, as the email stated, my account had been shut down so I spent nearly two hours on the phone re-ordering the broadband package that I had originally tried to purchase. When the order was almost complete and I was being read the charges for the account, a new installation fee of £67 had been added to my bill. I questioned this, as this was not on the original bill. Shell insisted they had no record of the original package fees, so I offered to email the contract details they had sent to me that clearly stated there were no installation fees but they said that wouldn’t make any difference and that contract must have been arranged at a different sales office. They were adamant that the £67 instillation fee would still stand and after being left waiting on the phone for a further 15 mins (whilst they went away to try to find information on the original deal I was offered) I had time to think and felt very dubious about the cancelled account and began to wonder if this was a deliberate cancellation by Shell because they had realised that my instillation would require an engineer and wanted me to pay for it. These thoughts are especially supported by the confirmation by my current provider, that they had not had any communication with Shell. I would have more respect for Shell if they had been honest from the start with the £67 instillation fee should an engineer be needed rather than just a cancellatIon to my account and, in my view, trying to add the fees on via the ‘back door’. If I hadn’t been paying full attention, I could have agreed to this package, with the extra fees and not realised, I was now paying more for the same deal. Anyway, I put down the phone receiver and decided to give the company a swerve. Probably best given the other reviews I have read. If they can’t be honest and straightforward from the start, how can they be trusted?
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2019-01-19
- Comments
-
One star is too good for this company, took out a contact with these cowboys in September and have had nothing but problems. Had no service with them for a week and a half when the broadband went live, the router they gave us looked like it had came from a kids toy box was so flimsy and just absolutely rubbish, had to go buy extenders to try and get a connection in our one bedroom flat because it look about 1 hour to stream anything. Router packed in about 3 weeks into the service and they sent a new one for free which was probably the high point of this service. Highlighted the contraction issues and was advised an engineer would come out, couldn’t make the appointment and the girl I spoke with wouldn’t cancel the appointment even though I had called due to an emergency I had to leave the property. Phoned again and was told I would get a call back (this was November) they never called me once or made any attempt to call me back. I was promised money off my bill twice and found out today that hadn’t happened. I owe £96 and they have a collections company hounding me via email so I messaged them on Facebook, social media team are appalling, I was told 4 days in a row I would be contacted and it never happened. I also received a message from the social media team that was highly unprofessional, been on the phone today and now have been told nobody can deal with it because I have raised an executive complaint and went to the ombudsman. Once my contract is finished I will be going to another company!
- Location
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- Location
- West Bromwich
- Reviewing
- Shell Energy
- Date
- 2022-08-02
- Comments
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Shell overcharged my account,2 months later I’m still waiting for a refund,I’ve spent a considerable amount of time on the phone to no avail, please avoid this company, the customer service is beyond a joke
- Location
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- Location
- Glouster
- Reviewing
- Shell Energy
- Date
- 2022-10-28
- Comments
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The worst package I have ever experienced. Slow connection and definitely no way of contacting them as they don't answer the helpline. Useless
- Location
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- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2023-02-14
- Comments
-
Absolutely disgraceful service that pass you round in circles with no solution.
The product doesn't work relaibly and the router drops the WiFi completely in the next room.
I'm thinking of buying out of the contract its that bad.
Avoid this company and product at all costs.
- Location
-
- Location
- Cleeve North Somerset
- Reviewing
- Shell Energy
- Date
- 2020-09-10
- Comments
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It doesn't deserve even ONE star but there is no ZERO option available. Definitely the worst provider I've had. Wifi frequently fails. Zoom meetings are a nightmare as the broadband width (very low at the best of times) cuts out completely at least once every session! Email complaints are completely ignored. It is clear from all the reviews I've read that I will just be wasting my time if I make a telephone complaint. I feel I've been conned.
- Location
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- Location
- West sussex
- Reviewing
- Shell Energy
- Date
- 2021-06-01
- Comments
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WORST BB service provide. They send out faulty equipment and try to charge you for it. Never received broad band very slow to repair and customer services over the phone is appalling. Don't waste your time, the offer is to good to be true. Not even worth the 1 star.
- Location
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- Location
- Ayrshire
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Where do i start
Speed max is 20 mbps
Emailed multiple times to complain. No reply.
Phoned and Put through to technical. 1hr20mins im still on hold.
Have now cancelled and moveing to new provider.
- Location
-
- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2023-03-15
- Comments
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Absolutely atrocious service! They disconnect your calls, pass you from post to post, take complete lack of ownership ship and ‘threaten to charge you if they have to send out an engineer. I’m four hours dealing with my current issue and it’s still not resolve
- 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
-
- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2019-06-13
- Comments
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Got switched from First Utility to Shell Broadband automatically. We were very happy with First Utility. The speed was good, and it was cheap. But Shell Broadband has been terrible from the day we were switched over. The wifi drops out multiple times a day. Has anyone found a way of avoiding the extortionate early exit charges?
- Location
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- Location
- Derbyshire, England
- Reviewing
- Shell Energy
- Date
- 2020-10-01
- Comments
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Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
- Location
-
- Location
- Slough
- Reviewing
- Shell Energy
- Date
- 2019-05-16
- Comments
-
Pathetic customer service. Broadband did not start on the day it was promised. I had to call them everyday for six days for follow up. No one ever bothered to call me to provide an update on the status of my complaint.
Asked them to terminate my contract since there was deficiency in their service.
Their complaints team is even worse, an extremely rude person called me and said If I wanted to exit I must pay £279. He also threatened to pass my details to Debt Collectors (even before sending the bill and before attempting to take money from my account by direct debit). Service finally started on 8th day. Now stuck for 18 months with this bunch of idiots.
When I called them on 9th day for compensation they offered me £10.00 when it should be £35.00 (£5 per day) as per Ofcom guidelines.
Have raised another complaint, if they do not agree with the compensation amount will take them to Ombudsman.
- Location
-
- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2020-05-05
- Comments
-
Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place.
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2020-08-12
- Comments
-
absolutely the worst provider I have ever used. download speed 1.5mbps
upload. 85
they not only want paid 30 days notice to leave but a £15 admin charge.
5 days after official complaint nothing from ANYONE.
one word PATHETIC
- Location
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- Location
- north yorks
- Reviewing
- Shell Energy
- Date
- 2022-10-28
- Comments
-
was moved to shell from post office, I pay quarterly but bills arrive 2 ays past paying date, customer service non existent, no response to email, online account never avaliable, they seem unable to get my bills to me on time but can get threating letters about non payment to me two days past due date !, how can I pay on time if like last bill dated 6th october arrives 22nd october?, if you reach customer services they say they will put you through to someone who can deal with my problem and then hang up, total waste of time, should not be allowed to trade.
- Location
-
- Location
- Beckenham
- Reviewing
- Shell Energy
- Date
- 2020-08-17
- Comments
-
Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Comments
-
Terrible customer service - absolutely unhelpful! We called to say that we are moving to a new address and were promised to receive a new router in a week time. We didn't receive it for more than 10 days and called - after an hour waiting on the phone we were shouted at by a customer service representative that they don't have a record of our call and we need to wait for another 2 weeks and pay more fees for someone to come and check our property. We were not given options to cancel and the guys just hanged up the phone! Stay awayfrom them!
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Location
-
- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-02-15
- Location
-
- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2019-03-04
- Location
-
- Location
- Finsbury park
- Reviewing
- Shell Energy
- Date
- 2018-07-06
- 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.