1,452 Customer Reviews over 37 pages
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2023-12-31
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2023-12-21
- Comments
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If I could give no stars for shell broadband I would .I have tried everything that they say over the last 18 months an nothing works.I am using my own data as I write this .beacuse no Internet .trying to get out of the contract is impossible but they do not provide a service. NEVER JOIN SHELL BROADBAND .You have been warned TERRIBLE
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2023-12-20
- Comments
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After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
- Location
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- Location
- Cheshire
- Reviewing
- Shell Energy
- Date
- 2023-12-17
- Comments
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I’d give minus stars!!
I’d give minus stars!!!
This company are scammers and a joke! I was originally with post office and then they automatically switched me over to shell energy! The first thing I will say is the internet never worked it was the worst internet I’ve ever had in my 30 years! Anyway it’s £25 per month so u get what u pay for really! I rang to change the direct debt details as I had changed banks, I was told this was done but it hasn’t been, therefore they charged me a direct debt return amount! I rang again and they told me that I owed money for a month on the account which was 3 times what I had normally been paying! I was happy to pay the monthly amount but they wanted £80 for September only I looked at bank statements and I was all up to date with payments and they were not having it, they said I was out of contract so I signed up again to a similar amount to what I had previously paid. 15 days later (just out of cooling period) they tryed to take the money from the old direct debt again (incompetent) I just told them I would cancel as the new contract hadn’t started yet and wasn’t due to be paid untill 20 days later, they said I would have to pay a cancellation fee, now this really f me off as it wasn’t my fault they didn’t change direct debt, wasn’t my fault they hadn’t contacted me to say my contract ended, and I didn’t even sign up with shell energy in the first place, now few weeks pass and they have sold my debt of £80 which should of only been £25 onto a debt collection agency! I then received threatening messages from shell energy by text by email by letters, so I paid the outstanding balance which was £200 (cancellation fee) I have no 3 months later received another email to say I haven’t sent the routed back to them and now owe them more money, I didn’t receive anything to send the routed back, after paying out money I shouldn’t of had to right before Christmas they are now changing me for the router aswell this company is a joke and can not do simple tasks or communicate with there customers leaving the customer out of pocket and distressed AVOID THIS COMPANY
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-12-15
- Location
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- Location
- Bracknell
- Reviewing
- Shell Energy
- Date
- 2023-12-14
- Comments
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My broadband keeps flickering on a regular basis and the internet obviously fails, harming me on my work. I have made several videos of this, every time it happened.
Still, because I believe this issue can be sorted, I called them to move my existing broadband to a new home and I was told by Mr Loyd, that it can’t be done and I was given an increased price, for a new contract.
I was told that the present contract on this property will keep active but under a different name, I did NOT even give authorisation for this be made and I am the accountant holder!
Mr Loyd made me wait for a long time when I asked to speak to his supervisor, asking me what I wanted to talk to him about.
At the end I was also told he was not able to book a “call back” with his supervisor.
What a fantastic person Shell or now Octpus has working for them!
Customer service, ZERO!
I am not sure that anyone reads this real life and honest reviews, but it feels like companies do whatever they want with their customers and nobody defends them.
- Location
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- Location
- Southend
- Reviewing
- Shell Energy
- Date
- 2023-12-12
- Comments
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I've complained and been sent a new router and told there speeding up my connection. Non of this makes a difference it's just rubbish.
- Location
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- Location
- Dulverton
- Reviewing
- Shell Energy
- Date
- 2023-12-09
- Comments
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Been with Shell for about 9 months.
I had a fault at the cabinet a while back, I got hold of a lady at the support desk quickly. She found the fault and got Openreach to repair it.
Apart from this it works. Their portal is ok. The price is good.
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2023-12-08
- Comments
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Absolutely awful. If I could give zero I would. The worst internet I have ever had, having to use our phones data in the house, as with this internet you couldn’t possibly have Netflix on and use a phone at the same time!
DO NOT BUY!
- Location
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2023-12-05
- Comments
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Dreadful. No service. 'Not there problem'. No follow up. Unable to speak to anyone. never called back as disconnected every time.
AVOID them. cheap is not cheap when you have no service
- 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
- RIPON
- Reviewing
- Shell Energy
- Date
- 2023-11-29
- Comments
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Worst broadband ever. Changed from now tv, where I had no problems at all to shell, biggest mistake. Never had such a poor connection to broadband. EVER.. if you’re thinking of changing providers. DONT, choose SHELL
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-11-28
- Comments
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The absolute worst utilities supplier I have ever encountered. Appalling reliability and customer service. My internet drops out every single day and sometimes several times per day, and customer services told me that this was standard.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2023-11-27
- Comments
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I had problems from day 1 with my devices not connecting to the router they provided (no issues with previous plusnet). Suspect a cheap router is used. Increased contract mid term. When cancelling, and despite being out of contract and moving to Fibre they still charged me a full month and added on charges for revoked loyality discount. If you get to their rententions team - they are an horrible bunch of expletives who will just hang up on you. Absolutely avoid Shell Energy Broadband. It might be cheap but it truly isn't worth. My new provider BT gave me a massive bill credit for not connecting me on time. That was without me asking for it. Go with a decent name. Plusnet or BT. Not this shower of con artist who are going to disappear from market soon.
- Location
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- Location
- Swanley uk
- Reviewing
- Shell Energy
- Date
- 2023-11-27
- Comments
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Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT
- Location
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- Location
- Bedfordshire
- Reviewing
- Shell Energy
- Date
- 2023-11-25
- Location
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- Location
- Dordet
- Reviewing
- Shell Energy
- Date
- 2023-11-24
- Comments
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Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
- Location
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- Location
- Mitcham, London
- Reviewing
- Shell Energy
- Date
- 2023-11-24
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2023-11-23
- Comments
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Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.
- Location
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- Location
- Aberystwyth
- Reviewing
- Shell Energy
- Date
- 2023-11-23
- Comments
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By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-11-22
- Location
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- Location
- Bognor Regis
- Reviewing
- Shell Energy
- Date
- 2023-11-21
- Comments
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Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.
There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2023-11-20
- Comments
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Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-11-19
- Comments
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Absolutely NO!
Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2023-11-17
- Comments
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After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
The telephone service is also incredibly unprofessional and should be reviewed immediately.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2023-11-16
- Comments
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Avoid, Avoid and Avoid
I cancel my contract with shell broadband after a week.
I have been treated unfairly,
I had and engineer come to install the box on Wednesday 8th November 2023, I stated to the engineer that I did not want the box installed in my kitchen or bedroom, however he insisted on installing it in my bedroom, I felt at this point he was just after a quick easy job by doing this, I know it can be installed in my living room, as the previous company whom I had a contract with did it with no issue.
Having the box in my bedroom is causing me to loose sleep as I have a severe light sensitivity and to be able to sleep I have to have a pitch black room. I wasn't advised about the amount of lights coming fliking and the sound coming from the box. when I complained, for them to turn around to me and tell me to cover the lights which I found it very insensitive and unprofessional. I have been dealing with this for a week and I am now being passed back and fourth to different people in different departments and being told different things, is purely unprofessional from a customer perspective.
Furthermore,
We can only connect to the WiFi upstairs where the box is located, I cannot get signal downstairs which is redundant, as my children cannot use their computer for school work.
Therefore I cancel my contract with them and I have had all these issues in a space of my week, therefore
This company are legalised scammers and should be shut down.
Avoid at all costs.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-11-13
- Comments
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The service is shocking, from day 1 we had issues, constantly dropping and it works amazing if you only sit in the room the router is plugged in. I spend hours and hours on the phone with them, we got send 4 different models of routers as they clearly could not work out which one, we should be using. Open reach came to check twice and there was no issue on their line into the property and it still does not work. The customers services lines constantly cut you off and they do not call you back at all and you must go through the same process over and over. DO NOT USE THEM, it is not worth it, it might be a cheaper price but for the headache and drama just pay more, I have learnt my lesson. Finally won today and after weeks of just calling every day and complaining they have cancelled my contract and got a full refund back. If you have issues, just keep calling them and keep opening those complaints and don’t let them close them. There is a ‘The Communications Ombudsman’ if you can’t resolve with Shell go to them and raise a complaint with them.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-11-11
- Location
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- Location
- Mickleover Derby Uk
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2023-11-08
- Comments
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Service level atrocious.
Only company using BT line that can't transfer a BT landline
Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
Cancelled with them
- Location
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- Location
- Skelmersdale
- Reviewing
- Shell Energy
- Date
- 2023-11-05
- Location
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- Location
- Halifax
- Reviewing
- Shell Energy
- Date
- 2023-11-04
- Comments
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Absolutely horrible internet, WiFi crashes every 5 minutes and sometimes doesn't work for days definetly will be cancel. I have the internet for a few months now, and it's been the same horrible problem.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-11-02
- Comments
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I would request any one who want to buy broadband service to not to go for Shell Energy Broadband.They have very Pathetic service and they don't even bother to revert back to customer. I waited for 22 days and followed up with them for 6 days continuously but they were pathetic in their response and finally I had to cancel by contract.
- Location
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- Location
- Corsham
- Reviewing
- Shell Energy
- Date
- 2023-11-01
- Comments
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I wish I had read the reviews before signing up. Broadband is OK so far but we are unable to accepy incoming calls on the landline. The 8th agent spoken to promissed to arrange for incoming calls to be transfered to a mobile but this has not happened. Now told in will take 24 hours. I have tried to explain over and over again that are dealing with 80 year olds with medical issue and that a landlibe is essential. All I get is well that's the system. Asked to speak to a manager but again I will have to wait for 24 hours. Service simply not good enough.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2023-10-30
- Comments
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I got shell broadband last year just waiting for its 18 month to complete.
Speed is totally unreliable
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-30
- Comments
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Amongst the many poor Internet companies I've used over the past twenty years, Shell stands peerless.
Disgraceful service requiring hours of calls with new end product, poor speeds and coverage, now requesting a £250 cancellation fee as they are unable to provide their product.
Avoid at all costs.
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2023-10-29
- Comments
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Got a new router and asked to send old one back in package that came with the new router. No package. Emailed customer service and got no reply. Now they have charged me for non return. Disgusting company can't wait for my contract to end.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-25
- Comments
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inafective customer service, had to complain two times after 6 months of closing the account as they harassed me for a not existing credit. confirming that they deleted the credit, after a month they texted me again about the credit. UNACEPTABLE. TIMEWASTING. INAFFECTIVE.
- 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.