1,452 Customer Reviews over 37 pages
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- Location
- NEWCASTLE UPON TYNE
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.
- Location
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- Location
- Berkshire
- Reviewing
- Shell Energy
- Date
- 2022-06-03
- Comments
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Broadband is totally unreliable. Constantly dropping of video calls. People cannot hear me. Unable to download. They deny there is an issue and keep fobbing us off. This service is useless. You are left waiting on hold forever and no one wants to help. Avoid this supplier.
- Location
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- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2022-07-04
- Comments
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Absolutely awful, the product that the sell in my particular area is unfit for purpose, their customer service team is atrocious and I sometimes have to pay for a service I don't receive for a week at once. Avoid like the plague
- Location
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- Location
- Midlands
- Reviewing
- Shell Energy
- Date
- 2022-08-27
- Comments
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Absolutely terrible company - avoid like the plague.
I only was with them as they bought the company supplying my broadband. Now I have left, they are trying to charge me for a router yet they never supplied one!
Customer service appalling, ignoring what I tell them.
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-05-20
- Comments
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Would not have given a star, not very good company do not care about their loyal customers only the money they can get even though you contact them about being in hospital for 4 weeks they still want to charge you for services you do not get to use
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2020-06-19
- Comments
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Atrocious wifi signal. Was okay for first few months then drops out regularly. Cust service deplorable. Contacted them and told I had too many devices connected and would need to upgrade. I had 1 PC and 1 laptop connected. A total scam.As in contract had to wait 4 months to change provider. Now only 3 months to go, then they're ditched and good riddance.
- Location
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- Location
- Swindon
- Reviewing
- Shell Energy
- Date
- 2021-12-04
- Comments
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Trusted the Post Office, who no longer do broadband services, to transfer me to a decent-quality provider. But as soon as the service moved to Shell the quality instantly plummeted, slow and often barely existent especially at weekends. I really wish I hadn't agreed to transfer to Shell but having read the avalanche of appalling reviews I don't think I can face customer services!
- Location
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- Location
- Torbay
- Reviewing
- Shell Energy
- Date
- 2022-01-30
- Comments
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Worse ever supplier been with a few but she’ll is diabolical always slow some nights not getting any Wi-Fi customer service saying we have to much on internet but like I said it’s not all on at same time with others it’s sometimes slow but with shell well I can’t wait for contract to end never ever again will we have shell and can’t get printer to work on shell where it worked on all the others we had
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Disgraceful company. Took over my Post Office broadband (I never had a problem in 6 years with PO). Shell cut me off straight away, blamed a cable for it. Made my buy a new router, exactly the same as the PO one. Didn't work. Said I didn't know what I was doing and was plugging it on wrong (!). Still awaiting compensation. Every time I speak to them I have to wait 45 mins on hold listening to their vile music and adverts. They have missed the March billing date for PO customers, so we will be charged double in June. I want to leave but I wonder if they're going to try and ruin my credit record and send the bailiffs round for non payment of non existant bill. The most disgraceful company I have EVER dealt with (including Talktalk circa 2008) and Vodafone. In fact, it's an insult to put those two companies in the same feedback as Shell. I cannot wait to get away from them, and yet I'm afraid to leave. They are pathalogical liars, they say they're going to do something, and just don't. WHy should they, I'm only some crappy PO customer that was forced on them. If only I'd read the reviews I could have avoided the horror of dealing with this vile company. Unless you really are stupid, don't go anywhere near them, don't buy their expensive petrol either. That's all they're good for - pumping gas.
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Be aware before signing up! Transferred from PO after 15 years with them. Customer service terrible. Can't get to speak to right person after waiting ages on the phone. No response to email in 3 weeks. Contract expired 6 weeks ago and they are now charging £40 a month for calls and 3mbs broadband because I have not taken out new contract with them. Signed up to another provider but Shell have refused to transfer my phone number three times even though Ofcom say that they should. I am now having to change my number to get away from them.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-12-31
- Comments
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Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider ... Shell asked me to return Router or I would be charged £35 ... I Then returned The Router ( at my own expense BTW ) Recorded Delivery , but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them ... Well They have no chance of ever Getting The £35 .. They Can Suck The Back of Them .. Avoid at All Costs .. Shell Broadband is Rubbish ..
- 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
- Essex
- Reviewing
- Shell Energy
- Date
- 2018-12-20
- Comments
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Appalling broad band service struggles to get 6Mbps off peak time and no more than one device can reliably connect at any time. Constant calls to customer service were totally waste of time and resulted in being told that the welcome email warned me that average speeds could be this low. I have complained to the watchdog authority and to the Ombudsman as I believe that they are mis selling their service. STAY AWAY FROM THIS COMPANY IF YOU KNOW WHAT'S GOOD FOR YOU
- Location
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- Location
- Woodford Green
- Reviewing
- Shell Energy
- Date
- 2019-02-06
- Comments
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Been stuck with them for over a year. Broadband speed very slow (8mbps - should be getting 35+). They said there was nothing wrong with it. Eventually I got fed up and paid for BT put in another line. BT coming down at 35 - 45 Mbps. turned out the First Utility engineer had split the wires when connecting the service which led to their dodgy speed. First utility customer service not interested so I paid up the contract and left. Absolutely useless customer service, terrible broadband - I will never use them again.
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2019-02-21
- Comments
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Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
- Location
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- Location
- WATERLOOVILLE
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Just been on the phone for 44 minutes listening to the worst music I've ever heard,I called the cancellation phone number, got through eventually and was told that he could not cancel my contract had to speak to another person who has or theorisation, this was Friday 4.30pm they don't close until 8pm but I was told someone would phone me on Monday, what crap service
- Location
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- Location
- Altrincham
- Reviewing
- Shell Energy
- Date
- 2018-03-28
- Comments
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Promised between 2mbps and 17mbps, never once has it reached over 1.7mbps and upload of 0.3mbps with a latency of 328ms!!! It'd be quicker to get a hamster in a wheel or a boiling kettle to provide the connection. Sign up at your peril.
- Location
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- Location
- East sussec
- Reviewing
- Shell Energy
- Date
- 2022-03-22
- Comments
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Was swapped over from po broadband after having no issues with them for over 5 years.
From day 1 have had issues with regards to what my contract is.
I signed up for their superfast broadband plus at £29.14 a month. First month i was charged £94.43 for the service. Was on hold for over 2 hours. Got swapped and moved from person to person and then cut off.
Raised a complaint via email nearly 4 weeks ago and its still not been answered.
Bill was paid and online chat was started which they then after 3 days worked out the had not sorted my contract out so were passing my details to the relevant department.
My bill this month is now £38 which is still not the £29.14 agreed from the contract i am not receiving.
Noone has rung me with regards to my complaint.
Today my internets stopped working so the service i am recieving is dire compared to PO broadband.
Trying to get this sorting is like walking through treacle. I will be changing providers and if they think they can charge me for contract as they havent started the contract properly in the first place then i wont be paying.
- Location
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- Location
- Stratford on Avon
- Reviewing
- Shell Energy
- Date
- 2021-10-01
- Comments
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What a shambles. So I was suppsoed to be switched over on Tuesday from my old provider. By midnight no internet service. The phone line had switched to make calls only. After multiple inept customer services calls I got through to someone who actually knew what they were talking about. My switch has been put in a 'queue' with Openreach and the earliest I will be connected is 1 week later. Thanks Shell Energy, I'm without internet for over a week in a rural area with poor mobile coverage too. Steer clear everyone. They don't know what they're doing.
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2021-11-22
- Comments
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The connection has never worked properly since we switched. Average connection speed is 0.5mbps and line drops out on a regular basis. Never had this before. Contacted customer services about the issue and they eventually got back to say that they will look at the line. Next I had an email telling me it was fixed. Nothing has changed or got better. I raised a complaint and had an email saying the complaint was now closed. Hours later I had an email acknowledging they had received it. SO they closed it before even confirming its receipt.
I'm paying to get out of the contract as I need to have a reliable connection for work and because I am disabled. AVOID
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-07-30
- Comments
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Absolute waste of money - used ti get 12/13 mbps now 4.5 if we're lucky. I'm cancelling my DD - will fight for early cancellation due to rubbish service
- Location
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- Location
- SWANSEA
- Reviewing
- Shell Energy
- Date
- 2021-12-15
- Comments
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Customer sales team committed to delivery dates that were in complete contrast to dates indicated in later email. Suppoesed to get connected 16/12/2021. Very unlikely to get connected before end of December. Batted back and forth between sales and service team. I used the cooling off period to go with BT.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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I was previously a customer with the Post Office and had no problems at all with their efficient service. While I've been trying to write this review the line has dropped out and returned two times. My internet speed is only a quarter of the lowest speed I was previously receiving. I've complained to Shell Energy. They've accepted that the fault is not on my property but I was still asked to be at home for an engineer's visit. I was told that I would be charged £130 if no one was at home on the day. No engineer visited, nor did they tell me that his/her visit had been cancelled. The compensation doesn't work both ways and they are not in the compensation scheme that many of the other big broadband providers subscribe to. If you lose a days work waiting at home it just means that you need to take another day when they may want to call or not call as the case may be. Everytime I contact Shell Energy it takes about 25 minutes minimum for the line to be answered by a person. They've always been polite and I so have I but nothing happens. It may be an Openreach problem to solve but when I was with the Post Office and there was a line fault it was dealt with urgently and in any event my contract is with Shell Broadband. I'm looking for another service provider because they have breached the terms of the contract. Shell should stick to being an energy supplier because they are a complete failure with broadband as all these single star reviews suggest.
- Location
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- Location
- Bradford
- Reviewing
- Shell Energy
- Date
- 2023-09-06
- Comments
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Hadn’t even got to the installation stage! Booked onto Shell Energy Broadband after buying our tv through Curry’s & also needing broadband to move into our new house, we booked this on the 15th, they processed our order on the 16th/17th, we were blissfully unaware of the rest to unfold…we weren’t sent any communications so I called them, I was told there were delays with openreach (no actual given reason) but our go live date was still going ahead. Go live date was the 1st of September 2023 it got to this date & by this point, we had not received our router in the post or had any contact from Shell. I waited the 8am-8pm & still no sign of anything, after numerous calls & excuses, our router wasn’t even sent out, so I’m not sure they even had the intention of a go live date being kept. After having waited 3 and a half weeks altogether with the promise to go live, I’ve had to cancel, I’ve also used up all my phone data having to work from home, and now I’m waiting another 2 weeks for another service provider, thanks for nothing Shell.
- Location
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- Location
- Swadlincote
- Reviewing
- Shell Energy
- Date
- 2024-02-25
- Comments
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I guess they are lucky that you can't actually give 0 on the rating scale.
Price is doubling from £25 to £50 this year. Not a great start.
Got the contract in August, roughly every 2 days connections dips. Unstable garbage for it's price. The download and upload speed is not what was promised. And the router is so bad that WIFI cannot even go to the second floor let alone struggles to get into the dining room ( which is the room after. ) Shell should still to their strength and carry on playing corporate monopoly greed with it's oil.
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-08-30
- Comments
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Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
They think this is all they have to provide and they (shell) deem this acceptable.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
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Broadband cannot even manage to maintain a video call. Got told I could keep my number then I can't.
Spends literally hours on hold being passed from one department to another and then back again as they don't know what their doing. I was misquoted early termination fees so decided to bite the bullet and leave, only to be told I eoukd have to pay £270 to end the contract early.
- Location
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- Location
- Dewsbury
- Reviewing
- Shell Energy
- Date
- 2022-07-05
- Comments
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Awful broadband, intermittent connection via ethernet, no WiFi, staff are useless with an algorithm to follow that provides excuse after excuse with delay after delay to keep you long enough to mean Yr contracted in. Avoid avoid avoid
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-03-10
- Comments
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Worst service I've ever known in my life do not get. Being waiting 6 weeks for broadband keeps getting automatically cancelled for unknown reason... Keep away.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-06-23
- Comments
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Been trying to close down Mum and Dads account as Mums in care and Dad lives with me now. The account is in Mums name so they needed proof that she was in care. I got the proof and sent it through email to shell, and not heard a thing back considering their generic email says “we will contact you within24/48 hours. That was 10 days ago. They are absolutely rubbish at replying and I’m worried that they will continue to send Dad bills although they’ve had plenty of warning as to his moving out date. Avoid shell energy at all costs
- Location
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- Location
- Ipswich
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
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It’s even worse than post office!!! Don’t spend your hard earned money on this crusty broadband company. Absolute bog I tell ya. Takes forever to load and sometimes restarts on its own. Please, for your health and safety don’t get Shell Broadband. If this is the same company that does fuel they should stick to their day job and don’t try to make wifi routers
AND DONT EVEN GET ME STARTED ON CUSTOMER SUPPORT.
Please save yourself. I can’t even leave. I’m stuck in this wack a** crusty weak old broadband loophole.
- Location
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- Location
- St. Helens
- Reviewing
- Shell Energy
- Date
- 2022-10-26
- Comments
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Terrible Service for just about everything! Experience frequent "drop-outs" and very slow speeds.Intetnet radio disconnects.Extremely bad customer service. Take far too long answering calls only to be disconnected. Unable to view bills and make amendments FOR MONTHS. Definitely not recommended even at their competitive prices.
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2023-01-01
- Comments
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I had no other choice but to log a formal complaint today with Shell Energy, due to my - still to this day - completely un-functioning broadband.
My go-live date with Shell Energy Broadband was due to be on 12th December 2022. Throughout that day and into 13th December, the status indicator on the router was red and the x2 wireless indicators were solid green, however the router was unable to provide any WiFi to any device connected to it. Following Shell Energy's troubleshooting advice in the leaflet that came with the router, I thoroughly followed all advice and even went as far as checking the wiring within my network connections within my home. Having verified that everything was okay from my end, I called Shell Energy on 16th December to explain the issue.
During this call on the 16th December, Shell Energy performed a line test and this showed that there was a line fault on the local network. Shell Energy then arranged for BT Openreach to rectify the issue remotely, but failing that, an engineer would visit on 21st December.
I waited, and 21st December passed, yet my broadband was still not functioning. I called Shell Energy again on 22nd December to explain the situation, and Shell Energy ran another line test. This time, the result of the test indicated that my router was incompatible. Shell Energy then apologised and told me that they sent me the wrong router model for my package, and they would despatch a new router to me; however, with Christmas coming up, delivery of the router would likely be the 27th or 28th December.
Okay, so once more, I waited patiently. With no router delivered to me by 31st December, I decided to give Shell Energy a call once more. When I asked where my router was and if they could provide a tracking number as proof of postage, Shell Energy advised that no router was despatched to me following my previous phone call with them, and that they would now arrange for a new router to be despatched. I received email confirmation shortly after this phone call that the new router is now on the way to me, but I am yet to receive any tracking information to prove this, so as far as I'm concerned nothing is concrete yet!
To summarise - I am angry, saddened, frustrated, and completely disappointed in Shell Energy for the service I have been provided thus far. As a new customer, I should receive an amazing service yet I have been failed on multiple instances now, and left with no broadband for three full weeks - now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill.
I just simply cannot recommend Shell Energy. Never in my life have I been failed so badly by a company, with multiple failures back-to-back in providing the service I am asking for. The stress and hassle this has caused in both the run-up to and over the Christmas period has honestly made me resent Shell Energy.
Hopefully my formal written complaint rather than yet another phone call will resolve this situation, but I won't hold my breath...
- Location
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- Location
- Ayrshire Scotland
- Reviewing
- Shell Energy
- Date
- 2023-07-31
- Comments
-
TOOK ADVANTAGE OF A VULNERABLE MAN WITH LEARNING DIFFICULTIES !
Inhumane and unethical practices - customer didn’t understand his basic Sufi would be DOUBLED in price per month at his new address - and even when family intervened and sent medical evidence that he wasn’t capable of understanding - they refused to release him from 18mths of paying a monthly DD he couldn’t afford - for a service/speed he didn’t need - during a cost of living crisis!
A decision they will regret commercially and from a reputational perspective as it’s about to hit every newspaper and online review site in the U.K.!
Avoid like the plague - appalling !
- Location
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- Location
- wadhurst
- Reviewing
- Shell Energy
- Date
- 2021-11-02
- Comments
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wheres the zero ? shocking customer service worst i have ever encoutered . do not deal with this company been waiting for broadband now for over a month between them and those other crooks at Open reach . still waiting ineffective managers no acting on your behalf to esculate issue . lost momey as tenants left as i had promised them broadband . Have now got them as my provider by default at another property as they took over from The Post Office soon as the tenant vacates i will be moving . Dont get tempted by their prices believe me its just not worth it . Avoid like the plague
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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You will be charged a "cease fee" even outside of your minimum contract period. Certainly not industry practice, buried in the t's and c's (section 5.11).
Also a terrible quality WiFi router which has the reach of a T Rex's arms.
- Location
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- Location
- Uxbridge
- Reviewing
- Shell Energy
- Date
- 2020-04-24
- Comments
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I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible.
It doesn’t work and cuts out during the day and late at night
Sometimes it’s good during the day but seems to stop working all together at 11pm.
The worst thing is that you can’t get out of the contract which is 18 months long
As soon as it’s finished I will be returning to sky and I will be much happier with there WiFi
- Location
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- Location
- Chatham
- Reviewing
- Shell Energy
- Date
- 2020-08-27
- Comments
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If you have any other option then better chose them over shell energy as they are just time waters and does not care about customers at all. As shell energy is relatively new broadband provider I decided to give it a go. I was waiting for broadband to be up and running and even received a router. Then I received the email that my order been cancelled???? I got on the phone with them immediately and had to wait over 40 min on hold to be told that they cannot help and the best I can do is to place the order again and hope(?!) that it will not be cancelled next time. I have already waited over a week and I said I would like to log a complaint for them as a feedback and to improve the system that is wrong and disappointing for customers but lady said she will not do it as there is nothing else to be done(?!). Honestly I wanted to be their new customer but with this attitude and lack of care I would not recommend it to anyone.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-09-07
- Comments
-
Worst company ever!!!!
Been without internet for the past 7 months.. and they keep charging me for it. I’ve called them so many time, asking to review my case, they just state that the charges are fine because from their end all connections are good. I asked them to check data flow and they refused to do so.. I’m just so dissatisfied about this company.
AVOID at all costs!!!!
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
-
Ive had this broadband fo a few months now,and im not happy,i need to reset every day, it buffers and cuts off through watching anything. Do not think of having shell energy as a broadband
- 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.