1,452 Customer Reviews over 37 pages
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- Location
- MALVERN
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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After a few weeks of phone calls my issue has been resolved, faulty cables so now fixed. I suppose these things happen. Very good customer service today.
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Totally unacceptable service and internet connection. Customer service takes up to 45 minutes to speak to someone but unfortunately they don't appear to be able to help. Internet connection was lost for 3 weeks and I have switched provider. I'm now trying to explain the reasons and why I will not pay an early exit fee. My email address is not recognised for me to send a message, but it is on chat. Please, if you value your sanity, avoid Shell Broadband.
- Location
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- Location
- Chester
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
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Avoid at all costs! We signed up for Superfast Fibre Plus guaranteeing 30Mbps in Dec-19 for 18-month contract. By March I am already recording 2Mbps for large parts of the day. I contact them from Mar to Aug with this issue. They change router but no improvement. By Sep we are recording 0.2 Mbps one meter from the router and their customer service is saying we are delivering 30 Mbps. Being an engineer I fail to understand why you would lose 28.8Mbps from the supply to the router to one meter from the router! In the end I paid to get out of these jokers. Useless customer service and failed supply.
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
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Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
- Location
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- Location
- Rayleigh
- Reviewing
- Shell Energy
- Date
- 2023-03-31
- Comments
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Purchased an 18 month superfast broadband. After 6 months my partner moved in and contacted Sky about transferring his package to my address to be told I don't have fibre installed in my property despite it being in the area. Cancelled Shell and went to my partners sky as they agreed to send BT Open Reach to install the fibre cable from the telephone poll to my house. Shell then wanted £218 for the remainder of my contract. I contacted them and explained I wasn't happy with paying this as they had mis sold me fibre when it wasn't available to me. When the complaints department called me they said I had to pay the full amount as they provided superfast (how I don't know when I didn't have a connection). The call handler said "he would not take the word of an Open Reach engineer) maybe he wanted the Prime Minster to confirm that BT had attended and installed the cable. The complaint has now been resolved with me agreeing to pay the early termination charge on a basic broadband package. My advice is ask Shell to provide a "Letter of Deadlock" which you intend to use when you raise a complaint to the communications ombudsman. You are perfectly entitled to ask the ombudsman to consider your complaint if you feel you have been treated unfairly.
- Location
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- Location
- Abergele
- Reviewing
- Shell Energy
- Date
- 2020-05-29
- Comments
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I signed up to Shell when they were first utility. Wi fi connection kept dripping out. Multiple phone calls and emails resolved nothing. I even said I would contact the ombudsman to get them to sort it out. Finally leaving this terrible company to get fibre broadband. I would not recommend at all. Their service is unreliable and so not worth the money.
- Location
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- Location
- West midlanda
- Reviewing
- Shell Energy
- Date
- 2019-03-16
- Comments
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AVOID AVOID AVOID
no internet even after ringing up and complaint still no internet. Rang back a couple of days later they will send an engineer out which you have to wait in half the day for and couple be charged for.
Takes 2 weeks plus to switch company by the time you realise that they are an awful company it's too late your outside your 14 day cooling off period with no I internet an increasing phone data bill and a life dial engineer charge.
CAN NOT WARN YOU ENOUGH PLEASE AVOID THIS COMPANY
- Location
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- Location
- Loughborough
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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DONT GO WITH SHELL - it should have zero stars. A series of looping automated online systems and a call back system that was designed to call me and instantly hang up meant it was almost impossible for me to get through to make a complaint. When I did I found out that Shell Customer Services is outsourced to a company or companies with employees in other countries who have no interest at all in Shell's reputation or indeed providing a service to their customers. I was given a series of contradictory instructions re returning a router which I had done using the original label provided when I joined 3 years ago. I suspect that the address on the labels then has now changed - whatever I was charged for a router anyway because it supposedly failed to arrive. Four weeks had lapsed and by this time I had lost the proof of sending. To actually send that proof now would be extremely difficult since as above the looping system is designed to make it impossible to fill the boxes to enable you to submit a communication. NIGHTMARE
- Location
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- Location
- Lynton
- Reviewing
- Shell Energy
- Date
- 2023-02-27
- Comments
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Absolutely appalling service. They took over my Post Office account, without my knowledge, and stopped taking any money - then they land me with a HUGE bill. Sorted that in November and I set up a Direct Debit with them expecting them to take monthly...NOPE I contacted them after 3 months to ask why they had not taken it to find they now expected me to pay another HUGE bill, in my reckoning it should have been less than £60, 3 months at £18.99 but they tell me I owed over £370!!! So I ask for an explanation...nope they took it out of my account the same day...I am still waiting for an explanation and will be looking for an alternative provider....steer clear
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Location
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- Location
- Northwest
- Reviewing
- Shell Energy
- Date
- 2023-07-29
- Comments
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Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.
- Location
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- Location
- Exeter
- Reviewing
- Shell Energy
- Date
- 2022-11-25
- Comments
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I signed up,23/11 then cancelled when I found out the 14 day cooling off period ends before I was due to go live! 8/12.
I did sense customer service genuinely wanted to help, but I'm not staying without a valid (to my mind) cool period especially as Shell are not in the Ofcom compensation scheme
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2020-06-11
- Comments
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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
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- Location
- PORTSMOUTH
- Reviewing
- Shell Energy
- Date
- 2020-08-24
- Comments
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The worst company ever, even tho they work thru TalkTalk.
Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
AVOID,AVOID,AVOID!
- Location
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- Location
- Reigate
- Reviewing
- Shell Energy
- Date
- 2021-02-10
- Comments
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From the date we transferred from Plusnet to Shell Energy Broadband, we have experienced very poor speeds. Nothing else changed, except the internet supplier. Shell Energy insist that they are supplying the equired speeds to their router. Our frequent speed tests just a few feet away rom their router prove diferently. Their customer service has been terrible, simply trying to justify a terrible service as other have wriiten. Impossible to get out of the contract and now had to raise a complaint with the Communications Ombudsman. DO NOT USE this company.
- Location
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- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2022-07-23
- Comments
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They have been overcharging me for months which they admit.
Arranged for credit for overpayments and a back dated contract
They've done nothing, was promised email confirming everything, no email.
They are a shambles, who have so many underlings, that they have no clue what they are doing.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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Was with Post Office for years, could rely on their integrity and honesty.
While the service remains the same, they have lied and scammed me over new price structure.
Was promised a new reduced price if I stayed with them, didn't happen...still at old rate, can't talk to customer service, never have 2 hours to spare waiting for an advisor.
Don't believe a word they say.. obviously trained scammers employed.
- Location
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- Location
- Kelvedon
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Terrible company, was transferred from Post Office,and they miss sold a new plan to me.
Reduced my cost, but failed to tell me it didn't include VAT, so the plan and amount is the same as before.
Was looking for a better deal elsewhere...now I'm tied into this scamming fraudulent company...
- Location
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- Location
- BECK ROW
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Terrible,sadly I took advice from comparison website. Drops out most of day. So slow it's like dial up from the 90s.
Hours spent on phone going round in circles tech support useless. Avoid this service if at all possible.
- Location
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- Location
- Shefford
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Don't waste your money. Their customer service is non existent and they truly don't give a damn. They can't bill correctly and since mid February I don't even have a landline anymore. It just says 'line busy' when you call it. Despite repeat attempts to email them, they don't response. Thankfully I shall be leaving them very shortly. Really, save yourself the grief.
- Location
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- Location
- Nottd
- Reviewing
- Shell Energy
- Date
- 2023-12-02
- Comments
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Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
- Location
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- Location
- LEAMINGTON SPA
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
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In the last two days trying to get assistance with the Shell Customer service is a joke, only yesterday I spent 2 hours trying to get a problem solved and today just the same, their service stinks.
- Location
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- Location
- Ainsdale
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
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We had Shell broadband fitted on the 13 January 2023 it hasn't worked since the day it went in. If we are lucky we might get 20 minutes a day before it drops out we gave had to telephone calls who could not fix it an engineer called out it worked for 4 hours then dropped out we called another engineer who was booked for the second time to call on the Wednesday but he never turned up phoned Shell who told me they forgot to book the engineer he booked again for Monday. The company will not let me cancel for 30 days or I have to pay £300 to cancel. So 21 days into thus contract we get approximately 20 minutes service. I am now taking legal action against thus absolutely dreadful company. Whatever you do don't take out out a contract out with this diabolical company you will be sorry
- Location
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- Location
- Ainsdale
- Reviewing
- Shell Energy
- Date
- 2023-05-13
- Comments
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I had shell energy broadband installed in January 2023 it didn't work for the first month 2 engineers came out and finally found the problem ( router fault) so they swapped it with a new unit .so had no problems till yesterday when I found they had charged me £95 to repair there faulty equipment!!! You couldn't make it up after a 30 minute phone call getting passed from one advisor to the next ( 4 in all ) they agreed to refund the charges because it was there faulty equipment but this will take 30 days. Stay away from this terrible company you have been warned.
- Location
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- Location
- Holt Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
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Shell Energy Broadband as I was with the GPO and had excellent service with them! Shell are A rip off Energy company who want us to pay Five Grand per year for our energy they are a,Rip off so call Vodafone on 08080408408 and had hey they will save you a Fortune as Vodafone are a lot cheaper and shell are worser than Kcom!!
- Location
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- Location
- South Lakes, Cumbria
- Reviewing
- Shell Energy
- Date
- 2020-12-19
- Comments
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Avoid at ALL costs.
Internet connection constantly dropped. Almost daily and sometimes for as long as an hour and a half. Even when it was working, video calls and gaming were nearly impossible.
When customer service was contacted they first said there was no fault on the line, then changed their mind a week later and said an engineer would be out. No one turned up, and when I rang back the fault was magically fixed! They decided a new wire would fix the job. It didn't, obviously.
Their modems are from 2010 roughly, and I suspect that didn't help. But I am 100% certain that the problem was with their equipment, as I am now with another provider and have had no issues.
I paid to leave Shell early. They cut off the internet a day sooner than they were supposed to, leaving us with no internet for a day, which was nice.
They also are not a member of OFCOM (whatever the broadband regulator is), and so I think this is why they don't feel like fixing anything.
All this is just a long rant to say AVOID AVOID AVOID. I hope to God that at some point they will have no more customers left and concede defeat.
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2021-07-28
- Comments
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Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
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Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services, despite trying to contact them daily.
After a month forced to switch to another provider. Months of arguing about my bill followed. Referred to Ombudsman, and reported to Ofcom. Awarded £75 for inconvenience caused.
There is a reason that they aren't part of Ofcom's automatic compensation scheme!
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Fast and reliable and the same speeds as BT who i was with for 8 years.
VERY PLEASED.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2021-12-15
- Comments
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Woeful. Has caused me no ends of problems with work. Most of the time I have to use my phone as a hot spot. Ended up having an interview on my iPad because the internet fell off.
Terrible customer service. Tried to complain then cancel as it wasn’t working. They stated they would have to charge us.
My current account closes 5 days from post of this review. Broadband has completely stopped. Now on hold to customer services for 24 minutes.
AVOID
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2023-04-17
- Comments
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Had an easy switch to Shell. Service even carried on with my old router. First bill accurate. Speed is as promised. Cost is a few quid cheaper than my old ISP and have been promised £100 Amazon voucher. Glad I ignored the bad reviews.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2017-11-22
- Comments
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Very good, and cost effective, never had an issue, had a fault found out it was an outage in the area, bit annoying but it happens and openreach fixed it.
Also im on the Ultra First, i was advised on estimated speed range, same as all other providers on openreach network, such as BT, Sky, Plusnet.
Ultra First Broadband 34.99 speed up to 76mbps my estimated speed range is 40-67mbps (im not going to expect 76mbps come on guys) it all depends on how far you are from the exhange.
I have no issue with First Utility seems straight forward cheaper then the rest
- Location
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- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2021-02-27
- Comments
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By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period.
Please keep our speeds coming at 78mbps download and 20mbps upload. so far so good. No help was needed, easy to setup and easy to connect. I can't thank Shell enough. It has been an easy transfer from our old provider to shell. Great experience so far.
Thank you Shell Energy
- Location
-
- Location
- Hastings, UK
- Reviewing
- Shell Energy
- Date
- 2018-04-24
- Comments
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Do not sign up for broadband with this company! Incredibly slow internet connection, it barely works. I am only a couple of months into my contract and seriously hate the idea that I have to live with such a horrible internet connection.
- Location
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- Location
- Cheshire
- Reviewing
- Shell Energy
- Date
- 2021-05-14
- Comments
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Couldn't be happier. Get 34MB most of the time and haven't had any connectivity issues
- 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
- barking
- Reviewing
- Shell Energy
- Date
- 2022-02-08
- Comments
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took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,
got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.
they can not even give you correct imformation as soon as contract ends i will be leaving
nothing like this when with post office
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2023-03-21
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-06-30
- Comments
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Shell bought out Post Office broadband and our Wifi has been terrible ever since. Our internet randomly stops working day or night, and often for an hour. I’ve never experienced such poor quality service with any other broadband provider.
(Oh, and Shell now also provide our landline service, which had worked perfectly for 20 years. Recently our landline was down for TWO WEEKS with no explanation or apology from Shell.)
- 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.