1,452 Customer Reviews over 37 pages
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- Location
- west sussex
- Reviewing
- Shell Energy
- Date
- 2018-12-09
- Comments
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Beware - Be Warned. These sharks offer a £19pcm deal. Once installed they slow you down deliberately then offer their more expensive faster service - they operate a no contact 'service' too - avoid as you would the plague.
- Location
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- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2020-08-28
- Comments
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I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.
The only thing they can do is take your money
- Location
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- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2020-04-14
- Comments
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Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere.
- Location
-
- 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
- West Yorkshire
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
-
The worst company I have had the misfortune of dealing with in over 50 years. Avoid like the plague
- Location
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- Location
- Westcliff - on - sea
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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Awful service !, passed from person to person , sent out wrong wires so my wifi can not be set up. Its been 6 weeks without wifi and waiting for them to set it up. There technician didnt even turn up to fix the issue so i took a day of work and sat at home on my own all day without wifi. And iv spent £100 on extra data. THEY Refuse to cancel my contract unless i Pay a fee. Absolutely discusting service. They shouldnt bother, messing around with peoples livily hoods. DISCUSTINGGG
- Location
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- Location
- Westhoughton
- Reviewing
- Shell Energy
- Date
- 2020-04-08
- Comments
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Since set up in February this year have had to restart the router every day as it freezes, more recently the internet keeps going offline several times a day,have tried everything they have suggested on how to resolve it but no joy.
Been told it's my BT master socket causing the issue.
Never had a problem with sky, plusnet or talk talk.
- Location
-
- Location
- westhoughton
- Reviewing
- Shell Energy
- Date
- 2023-05-14
- Comments
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Do yourself a favour DON'T USE THEM FOR YOUR BROADBAND , Its slow when it works and you are forever offline its hit or miss when broadband is up and running, its always down nearly every week and their customer service is shocking STAY WELL CLEAR
- Location
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- Location
- Westhoughton
- Reviewing
- Shell Energy
- Date
- 2020-07-09
- Comments
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Awful, just Awful, the broadband itself seems ok but the supplied router is useless weak signal after a few feet, continually dropping connections, customer service awful.
- Location
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- Location
- Weston super mare
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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Don't bother. I'm now leaving.
Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I'd have a call in 2 days. Call them to follow up, was told I don't need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.
I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn't listen, did speed test and said your speed is above your minimum, so not sending new router.
Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.
So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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When it works it’s been fine. Turns out they seem to have faulty routers. They’ve sent 2 out now and both don’t work on Wi-Fi reliably. Open Reach have been twice and confirm the line is perfect. I only changed to shell 8/11/22 been a nightmare since. Customer service hard to get to. Numerous router resets. Last engineer tried my old EE router and guess what. Yep perfect internet access. Shell routers were connected to our devices by Wi-Fi would work for a while after reset. Then drop out. The thing was I could stream TV all day long through Ethernet but Wi-Fi no go. Now running perfectly on EE router. Waiting for shell to compensate for on off service since 08/11 and a small fortune in mobile data as we all have very little on contract and bought loads as we use Wi-Fi at home most of the time. I’m stuck for 18 months. If I were you I would look elsewhere for a service provider
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-12-10
- Comments
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I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
- Location
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- Location
- Wf9
- Reviewing
- Shell Energy
- Date
- 2023-02-08
- Location
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- Location
- Whitstable
- Reviewing
- Shell Energy
- Date
- 2022-01-20
- Comments
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Avoid at all costs. The have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!
- Location
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- Location
- Whitstable
- Reviewing
- Shell Energy
- Date
- 2021-05-09
- Comments
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completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
- Location
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- Location
- Whitworth
- Reviewing
- Shell Energy
- Date
- 2021-10-15
- Comments
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I have had a living nightmare with Shell Energy.
I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.
When I called to make a complaint I was told I failed Security and they couldn't talk to me.
I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?
I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.
This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.
Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...
If you're one of them God help you!
Don't go near these if you have the choice.
- Location
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- Location
- Whitworth
- Reviewing
- Shell Energy
- Date
- 2021-07-27
- Comments
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I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.
- Location
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- Location
- Wick
- Reviewing
- Shell Energy
- Date
- 2023-02-09
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2019-07-22
- Comments
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One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Don’t bother with them, they lie!
Engineer failed to make the appointment despite several reminder texts from them making sure that someone would be in. Partner took valuable time off work for no one to be bothered to contact us or turn up. Their customer service don’t care, they take no responsibility & pass you on to a different department that leave you ok hold once they have took your details. I could have gone with any number of providers but chose them following a swearch on MoneySavingExpert. On paper looks a great value deal. The reality is stark contrast. They are useless & don’t have the decency to answer calls or resolve issues
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2021-12-27
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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Hi after been on the phone for over an hour to cancel this broad band as it’s off more than it’s on any body thinking of taking this broad band on wouldn’t bother it’s slow doesn’t work and charged me 102 pound to cancel and next mouth bill plz read reviews because this is worst broad band ever day light robbery and wouldn’t recommend these to any body
- Location
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- Location
- Widnes Cheshire
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Very poor customers service.
Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
Beware of this company - was OK when run by Post Office.
If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2020-12-03
- Comments
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I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2020-07-29
- Comments
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I have been with Shell Broadband for 18 months paying one of the lowest rates on the market. Their broadband reliability has been excellent with no drop outs at all and although I’m only on the basic broadband the speed is consistently over 10 mb. Their customer service is prompt and courteous and I can recommend them to anyone. I have no complaints at all.
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2022-09-06
- Comments
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Broadband broke due to degrade battery at the exchange. Without broadband for 5 days and offered £4.60 compensation in full. Shell prorota the number of days and nothing for inconvenience and keeping you on hold for 2 hours. Don't bother as awful company to deal with!
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2022-10-14
- Comments
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DO NOT GO WITH THIS COMPANY FOR BROADBAND. Absolutely shocking service from beginning to end. Only been with them 4 weeks and I feel like it's the biggest regret of my life. Messed up my go live date then it was changed still had to call them as it didn't go live on the second date. got lied to numerous times, I've had to go through complaints procedure 3 times absolutely hurrendous how many times I've had to call them even right now there is a fault which is causing my broadband to run slow called them and having an operator tell me I need to unscrew the box on the wall which I have no clue about so he can do another test,told him I don't have a screw driver to which his reply was do i want to call back when I have one. There is also alot more but it honestly would take me all day to write it. But please for your own sanity DO NOT GO WITH THIS COMPANY FOR BROADBAND
- Location
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- Location
- Wilmslow
- Reviewing
- Shell Energy
- Date
- 2023-07-14
- Comments
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My service is more off , than on!! Very unreliable! I certainly wouldn’t recommend them. It would be impossible to work from home!
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-03-24
- Comments
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Absolutely awful services!
Before agreeing for the contract I asked them if later I'll change my address if possible to move my broadband too and they said yes. While I was at the first address problems every few days, the modem wouldn't connect. When contacting them they were asking me to follow some stupid steps every single time and with the same result: no connection. I'm an engineer and networking isn't a secret for me and I can troubleshoot a network connection. Very disappointed. Then I moved to Salisbury from Swansea. Here they refused to install the broadband saying that the address doesn't look available. I went for another broadband network, but had to pay for Shell Broadband many months for no service at all. I asked them to interrupt the contract, since they couldn't hold their word to install the broadband connection to a new address. I paid everything, even paid 35£ for the modem. Then I'm seeing on my credit report that they reported that I didn't paid my bills at them. I never missed a payment on my history, but they reported me that I didn't pay my bill?
Absolutely disgusting!
Now I'm at BT and, don't know about others, but they don't compare. Stay away from Shell Broadband!
It was a mistake in which I got because of their better prices and promised speeds. Lies! I wasn't even getting, when the line was connected, more than 30-40%. They were like it's my fault, my location.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2018-01-29
- Comments
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Faster and More stable than TalkTalk, which I find strange as its TalkTalk that's actually providing the service. The downside is their cheap routers, which means crap wireless connections
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2023-06-03
- Comments
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Changed to Shell 6m ago and have raised 2 complaints, another was raised on my behalf by customer services. May I was billed £59.80 instead of£21. I was informed the £38 over charge (which Shell didn't know why it was applied) would be refunded. It wasn't, it was applied to my account as a credit. June, I get call from Shell saying I'm wrong and the £ has gone back to my account AND it's £16 in credit as of today. Shell said I'd had a gesture of goodwill for £30 put on my account too (this was news to me)BUT, here's the clincher, only on paper, it wasn't actually applied.... So, £38 - £21(june charge) = £16 in credit on my acc. If they'd applied the GoG £30 my account would be £46 in credit. However I'm told by the guy on the phone I'm understanding what he's JUST said on the phone. Absolutely sick of it, terrible connection that keeps going off, on my 2nd router.... Going to be finding a new providr. I would advise anyone to avoid Shell.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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The actual WiFi itself is no issue. The issue is their completely incompetent staff. No problems cancelling the contract (shocker) - that was October.2 different staff members had confirmed that there was £47-something credited to my account and a refund of said credit would be paid on the 2nd of November. It has not. Talking to their customer services was like talking to a wet leaf. I went round and round in circles only to be told that there wasn't an account in my name,so there was nothing credited to said account and whoever had said there was, shouldn't have because my credit was 0 despite one worker saying I could use the credit on my account to pay for a different broadband deal if I wanted to (I havent). Not only have they taken whatever was on my account, they've also tried charging me £35 for a router I've already sent back??
Truly awful "customer service"....if you can call talking to a brick wall customer service
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2023-04-27
- Comments
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disgusting company, with them for 12 months, returned router but they decided I hadn't and passed my name now I have bad crdfit rating, I won't be buying anything Shell in the future!
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-08-08
- Comments
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This company only wants your money and are not prepared to fix the problems. Been without broadband 3 months and have threatened to blacklist me
- Location
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- Location
- Wimbledon, London
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
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Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!
- Location
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- Location
- Wimborne
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
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Wi Fi kept dropping out from day one. Phone calls to customer services went unanswered after 30-40 mins. Router adjustments made no difference. Finally got pair of wi fi boosters from Shell Energy which helped stabilize the wi fi performance except on my Smart TV which is pixelated on specific stations. I regret changing from previous supplier which was problem free but more expensive . Lesson learned
- Location
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- Location
- Windsor
- Reviewing
- Shell Energy
- Date
- 2022-11-28
- Comments
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New customer that never managed to get the router to connect and the line to work. Spent in total 4 hours on the phone going through some technical checkups. Arranged twice for someone to come out to the property but nobody bothered turning up[...Basically a waste of time money and effort....The hours arranged for someone to be home is impractical. Left work to wait home for your people not turning up to fix the problem is unprofessional and just downright rude!!! Strongly recommend prospective customers to stay away from you lot like the plague!!
- Location
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- Location
- windsor
- Reviewing
- Shell Energy
- Date
- 2022-05-25
- Comments
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My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn't happen. 4 weeks now with no internet, no refund, nothing.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-09-09
- Comments
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I was a p/o customer originally and was more than happy then shell took over oh dear you wait 1 1/2 hours to speak to someone if you ask to speak to a manager you get told it will take 72 hrs for them to ring you and they don’t I had no internet for two weeks was finally offered a free month but surprise surprise they have taken payment I have been constantly and consistently lied too about everything to do with there service if anybody thinking off joining it’s worth paying extra to get a reputable provider I am looking around for good deals on full fibre and it certainly won’t be these jokers
- 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.