1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-11
- Comments
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Shell's Customer Service is disgraceful.
They don't operate the 'Social Tariff' as do other providers.
They did not contact me when it was time to renew my contract and since have charged me £47 a month, just for landline phone and broadband.
Their bills are badly set out and they include no email address.I have now ditched them!
- Location
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- Location
- Birkenhead
- Reviewing
- Shell Energy
- Date
- 2023-09-30
- Comments
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I've had it 3 days and it's dropped 4 times. Gonna read the cancellation policy, it's ruined my Ryder cup
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2020-11-04
- Comments
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I had a problem with broadband speeds and an engineer was sent (with the usual threats, of "if it's your wiring you will be charged") There was a fault on the local box. Fixed and no more problems.Near end of contract decided to change to different supplier who was offering fibre for same price as ordinary broadband with shell. Charged me £0.85p.
So far so good: then received email asking for return of router and accessories, never had that before don't know where they are, be interesting to see where we go from here!
- Location
-
- 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
- Poole
- Reviewing
- Shell Energy
- Date
- 2022-06-28
- Comments
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The absolute worst company I've ever dealt with .
To use the word useless would be a compliment after what I've been put through over these last few months.
From beginning to end , they've messed up everything.
They took money they shouldn't have , and then told a pack of lies about issuing a refund.
They actually lied !!!
Basically I would call them criminals, hiding behind the name of a legitimate company.
I'm now with Plusnet , and so far they've been great .
Once bitten twice shy .
Shell ain't gonna get their teeth into my hard earned cash ever again !!!
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
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Not very helpful to people who have fallen on hard times due to covid. Asked for an extention to pay my bill by a week from now and have been told they will suspend my services anyway until it is paid. I got laid off from work for a few months and only just been able to go back and am still awaiting first wage. Cutting me off means I can't do my job from home meaning I don't get paid! Not very helpful shell energy! I'll pay my bill then ill be looking elsewhere!
- Location
-
- Location
- New Cross
- Reviewing
- Shell Energy
- Date
- 2019-09-16
- Comments
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When I first purchased Shell broadband, I thought it looks decent. I was previously with Sky broadband. For the past 24 hours, all of a sudden, my internet stopped working on my laptop and phone. I called Shell I was told that someone will call me back. Nothing. It's frustrating because I work from home. I have to go Internet cafe just to work. Ridiculous. Really angry. I regret coming off sky.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2020-12-02
- Comments
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Beware: They charge £15 cease charge whether you are in or out of contract.
I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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DON'T USE
It takes nearly 15/18days to receive the bill which was pass payment day.The bill was not clear on what you have pay, we have now changed our broadband company and now waiting for refund from shell.They told us 10days for refund from August made another call and they said 20days september and just made another call today and they said another 10days so still waiting for our refund.
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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absolute garbage, got moved from Post office, without even been asked. unable to set up my Shell account. so cant read emails
- Location
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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Unfortunately I was transferred to Shell from Post Office Phones. The service received from post office phones was excellent, sad to have been moved.
I have had no phone or broadband for 4 weeks now,it took me two weeks just to report the fault as no one answering phones, when eventually got through I was forced to make an appointment before they would pass the fault to open reach, had to wait a further week for the appointment, the fault was not in my house but along the outside line. Engineer did not fix fault on my appointment day, next appointment was another week along but due to my work commitments I cannot be at home all day, open reach sent a text with the new date that I cannot make, I cannot reply to this text other than with the word change, I have done this only to be informed I now have to contact Shell again to re-book, the fault is already confirmed as not in the house, this is ridiculous. I have no mobile phone signal at the house so have been completely cut off from all means of communication for 4 weeks and cannot remain in friends houses for hours waiting for shell to answer the phone! I have never before encountered such a dreadful service from any provider that I have used. I so far have been unable to contact shell - again! to rebook, and open reach have sent me a confirmation text for my cancelled apppointment, if I am not home shell have already informed me at time of first and only conversation that I will be charged £65.00 on my phone bill if not in attendance.
I cannmot change provider until the line is fixed, this is absolutely appalling. I will not be paying any £65.00 fee for their own dreadful inefficiency, they will need to take it to court.
I cannot recommend this company, all may be ok while your phone works but the service provided when not is non existant.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
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Recently spent over an hour on a phone call to Shell Energy to let them know I was moving house. I was informed that I owed them £180!!! Cancellation charges apparently because I wasn’t transferring the internet to my partners house as he already has internet with Sky! I complained and got the charges reduced to £80. Read the small print and the “27” pages of terms and conditions folks! Better still find another internet provider. I certainly won’t be going back
- Location
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- Location
- BRISTOL
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!
- 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
- hartlepool
- Reviewing
- Shell Energy
- Date
- 2018-08-17
- Comments
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was excellent when i first got my broadband in now if im connecting to it im constantly doing so most of the day or night. pile of ***** should of stayed were i was
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.
- 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
- West Cornforth
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Been with them for nine months of an eighteen month contract. Paying £32.99 a month and the fastest download speed I've recorded has been 4.2Mbs/sec. Much of the time it's much lower, often in the low kbs region. And now I see they're currently offering "fast" broadband (ave d/l speed of 11 Mbs/sec!!) for £17.99/mth on an 18 month contract. Very unimpressed with the price I'm paying and the snail's pace download speed, and will certainly not be renewing at the end of my contract.
- Location
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- Location
- Herne, Kent
- Reviewing
- Shell Energy
- Date
- 2020-09-26
- Comments
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Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
- Location
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- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2022-07-04
- Comments
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Literally taken over a month to leave these guys... they are impossible to shake... only just been able to pay the final bill but its been such a nightmare it wouldn't surprise me if someone hasn't done their job right and they try billing me again for some other random charge.
I first tried calling customer support around 6 weeks ago to let them know I want to terminate all services. Sat on hold for 2 hours and then when someone picked up I could hear a dog barking in the background. They proceeded to instantly mute their phone and the line was silent for 2 minutes with me sounding like an idiot repeatedly saying "hello?". They then just hung up and the call ended. Rather than sit on call for another 2 hours I thought I would give an email just to cover myself and show I tried calling to indicate the date I wanted to cancel from.
The email communication was a little faster than the call - took around 7 days... lol.
When I received email communication it then took around 3 - 4 back and fourth messages just repeatedly telling them "I want to terminate absolutely everything and pay any final bills". This was said so many times until they finally got the picture.
Whatever you do just avoid these people... I was a post office Internet customer before they handed me over to these guys... absolute waste of space. Go with literally anyone else. Save your brain cells.
- Location
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- Location
- Devizes
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Once you join them that's it. Impossible to get through to customer service, probably poor service is why every day 'we are experiencing high volume calls'. No reply to email and online chat didn't work :{
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-06-21
- Comments
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Late payment of about one week which I actually paid in full but shell have already taken my name to the credit agency which now affect my credit rating status
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2023-02-10
- Comments
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Today I was on the phone to such an amazing lady who really wanted to help me and was so kind . I don’t think much of Shell as a broadband company but I do however think it’s extremely important to give credit to customer services in particular one named Katie from the retention department. What a star so pleasant so kind patient understanding and has helped me resolve my problems. She’s been the best person from this company and I’d like to thank the manager to for accepting my issues kindly too . Thankyou ever so much Katie I really cannot thank you enough .
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2023-05-22
- Comments
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expensive, poor connection, poor customer service, expensive termination of contract, unreliable - very much not recommended
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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I made 2 phone calls today to shell energy, on the first call I was put through to payment department only to be subjected to 2 females with foreign accents having a conversation shouting, laughing and swearing at each other. I understand the department was in Lancashire.
Do not expect to be subjected to. this kind of customer service. Not happy at all
My query was resolved on the second phone call very professionally and politely.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-09-08
- Comments
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Did give me an initial refund when there was a fault on the line and I had no connection initially. But keeps dropping signal continually. Had to buy ethernet cables for telly and laptop. Am paying for add-on (extra data) for mobile data on my phone. Wish I had read some reviews before signing up... :(
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
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Stay away from them!
Today was my activation day, first day with their active broadband. Since after a couple of hours I realised that I was downloading at half the speed of my previous provider I contacted them to cancel.
Their contract says that "you have 14 days to cancel without charge", unfortunately I discovered that they start calculating the 14 days from when you confirm that you want to switch.
the day you confirm that you want to switch to them and if I cancelled I would have to pay the full year of supply. Since between the day you sign and the activation date you have to wait 2/3 weeks there is no way to really test their services.
- Location
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- Location
- Carmarthen
- Reviewing
- Shell Energy
- Date
- 2023-06-26
- Comments
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I reported a line fault and was informed by Shell that they had supplied the wrong router for the broadband package I was on and supplied a new one which didn't work !!
I reported that the NOT wall unit indicates a line fault only to be told to perform a series of tests on the router and wiring no avail.
Further phone calls with the telephone line disconnecting while being transferred to other technical departments!
Further calls to Shell and finally advised that a telephone service engineer would call same day at 3pm or following day between 10 - 12am.
No engineer arrived.
Further call complaining about this only to be told that no engineer's appointment had been made.
On the Saturday I was finally able to speak to someone in the UK who promised to get an engineer to attend on the following Monday.
To my surprise an Openreach engineer came on the morning and sorted the line fault out and confirmed that it was the line and not the router or wiring to the router at fault.
I cannot wait until I can change my broadband provider and hopefully not experience the problems with a very inefficient technical support Department like Shell.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I haven't had my first bill yet and I spent so much time holding the line with their customer service. Never manage to have a resolution but only be passed between customer service, retention service and technical support.. not a single person has taken ownership of the issue or got anywhere close to give me a solution. I'm dreading the thought I'm now stucked with them for over a year. What a massive mistake !!
- Location
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- Location
- Wrexham
- Reviewing
- Shell Energy
- Date
- 2021-06-15
- Comments
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The wifi signal has limited range compared to BT. Once I am on my patio, signal drops. I used to be able to access wifi anywhere in house and garden with BT. Also Shell blocks the use of 18866 service for cheaper international calls. Customer service were not able to resolve these issues. I am sorry I moved to a cheaper but poorer provider.
- Location
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- Location
- Ayr
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
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Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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Absolutely terrible customer service. I found it impossible to notify them that i was moving home. Tried email (no reply) and long waits on phone(only to be cut off after a long wait). The only response i got from them was when i cancelled my direct debit. Now they want their router back which fair enough, is in their t & c’s. But i have never been asked to return a router yet and i change ups every 2 years or so.
I honestly can’t believe they are still in business with their attitude towards customers. By the way - this is the first time i’ve bothered reviewing a company in 30 years of having the internet (I started on the old dial up systems) since i normally take problems on the chin.
- Location
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- Location
- Dumfries
- Reviewing
- Shell Energy
- Date
- 2021-12-06
- Comments
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Customer service good if problem fixed first call. Otherwise its nightmare I have to run around switching broadband Internet to connected off
- Location
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- Location
- Great Yarmouth
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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Was mostly fine, have had problems over the last week with the wifi cutting out, then being slow.
Was with the Post office previously, they had the rare bad day but not this bad.
I guess it's another case of right-wingers selling our public utilities to private companies who then do a worse job for more money.
- Location
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- Location
- Worcestershire
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Recently replaced Talk Talk with Shell Broadband - big mistake.
The router has no WPS button so I could not connect it to my mother's TV at the other end of the house.
With previous broadband providers, we used the WPS button to connect an extender halfway between the router and the TV. After being given the runabout over 6+ calls I've finally been told that the WPS button will not work on their router. But because the wi-fi is working in the house that's no reason to cancel the service. What a cheek! I'll be cancelling Shell asap and will go to court if necessary.
- Location
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- Location
- Oldbury
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.
- 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
- Poole
- Reviewing
- Shell Energy
- Date
- 2020-11-05
- Comments
-
Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
PLEASE, PLEASE AVOID for your own sake.
- Location
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- Location
- Bucks
- Reviewing
- Shell Energy
- Date
- 2022-07-11
- Comments
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Broadband speed no where near predicted. Broadband service dropped out and cut out everytime we had an incoming call (new provider doesn't).
Left after a year and they owed me money, which I got fed up waiting for and so had to remind them, they said I would get it in 10 days it took nearer twenty.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-13
- Comments
-
I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!
- 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.
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