1,452 Customer Reviews over 37 pages
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- Location
- Kingston
- Reviewing
- Shell Energy
- Date
- 2020-01-05
- Comments
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I joined via Moneysupermarket. What they don't tell you is that customer service is non-existent. I'm on a rate which includes VAT but Shell Energy have added VAT on top! When you raise it they don't ever answer, you just get an email saying they will contact you asap but never do. The broadband itself is Ok but I suggest you stay away
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2020-01-05
- Comments
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Paid for high speed of 14-21 gbps, getting between 8 and 10. totally dissatisfied. Feel I'm being ripped off.
Said they would get Open reach to investigate, but nothing has been done DO NOT SIGN UP.
- Location
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- Location
- kent
- Reviewing
- Shell Energy
- Date
- 2020-01-04
- Comments
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slow disconnects worst service I have ever joined I wont be staying you are like a bunch of clowns
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2019-12-31
- Comments
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No customer service and no broadband service. I'm leaving!
Also, just called the cancellation line and they hung up on me straightaway.
This company is a SCAM.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-12-24
- Comments
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I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
- Location
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- Location
- Chester
- Reviewing
- Shell Energy
- Date
- 2019-12-20
- Comments
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I don’t usually write online reviews but wish to try save anyone else from purchasing WiFi from shell. It’s frustratingly slow and CONSTANTLY drops out. I previously had sky internet and had no issues - lured by the shell deal unfortunately. I live in a small apartment and watching tv in the bedroom a few metres from the box is impossible - Tv works perfectly fine when I stream programs using my 4g which I now have to do all the time. Also the cancellation period is 14 days after you start the contract but you won’t get connected to the internet for at least 14 days! Brilliant!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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Existing Shell dual energy client...decided to take the offer and add broadband into my service bundle. Worst switching experience ever. Still not connected 3 days after the e-mail received "all up and running plug your router". Called many times, been on the queue for more than 2h etc... Avoid if you could
- Location
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- Location
- cambs
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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DO NOT use this company. you WILL regret it. Customer service is appalling, products are over priced and if you dare complain they'll flex their corporate muscles with intimidating threats. Besides the line ain't even theirs its a BT open reach line. You have been warned!!!
- Location
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- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2019-12-17
- Comments
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SHELL HAVE NO STAFF ITS ALL CALL CENTRE AND YOU PAY PER MINUTE TO SPEAK TO THEM, AVOID AS ITS A SCAM!
- Location
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- Location
- sittingbourne
- Reviewing
- Shell Energy
- Date
- 2019-12-17
- Comments
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useless disconnects more than is connected what a disaster sign up if you like but you might regret it later on complained countless times I will terminate my contract and go else where why should I pay for a service I cant use.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2019-12-11
- Comments
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Plugged in and worked straight away, excellent speed too. Impressed.
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-12-10
- Comments
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I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
- Location
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- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2019-12-09
- Comments
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getting through to speak to someone takes a minimum of 35 minutes and they charge you for this which is £2.85 each time. They do not do anything they say they will do, so basically avoid them at all costs!!!!!!!!!!!!!
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2019-12-07
- Location
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- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2019-12-06
- Comments
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Dreadful organisation.Been with them about five weeks.Worst decision I ever made when I chose these jokers for my Broadband supply. Current speed is 0.11mbs. Struggling to open and read e-mails and as for videos, forget it. No landline now for two weeks, with little prospects of a solution.On your heads be it if you make the same choice as I did. AVOID AT ALL COSTS.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2019-12-06
- Comments
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Rubbish ...... been waiting since 4 November
Don’t use this procuder
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-02
- Comments
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Was meant to of been connected to phone line for my broadband on the 28th of November did not hear anything by the afternoon after waiting in so phoned only to be told that they drop it been cancelled he would find out what was wrong and phone me back possibly the next day I did not hear anything by the 2nd of December I phoned to find out what was going on only to be told that they would connect me without any waiting but I complained about not receiving the phone call and not being kept in the loop customer service appalling I would write them as a zero
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-30
- Comments
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Broadband is so weak, I can’t even watch Catchup without constant buffering. I’ve never had a problem with any other provider before.
Can’t wait for this contract to end so that I can leave Shell.
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
- Location
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- Location
- Isle of Wight
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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Has turned out to be good broadband for the money.
We did lose our connection one day but that was due to BT´s engineer working on various cable connections out in the road and broke our connection, but repaired it later on.
As far as speed goes, not to bad and for 16 quid per month pretty good all round.
- Location
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- Location
- Llangollen
- Reviewing
- Shell Energy
- Date
- 2019-11-27
- Comments
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We have infrequent disruptions of service but when it's disrupted it is 5+ hours where the connection disappears every 1-5 minutes.
They have sent out engineers to find the fault, concluded it wasn't local and left it at that without sorting the problem.
We are moving to a different ISP as this is intolerable.
- Location
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- Location
- The North
- Reviewing
- Shell Energy
- Date
- 2019-11-26
- Comments
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This is an update to a previous review. The dropouts have stopped and the speed has stabilised at slightly higher than the previous supplier. I'm fine with the switch now. It looks like this in no worse than BT or Sky, just cheaper.
- Location
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- Location
- MILTON KEYNES
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Completely and totally dissatisfied customer. I really wish I had read the reviews of so many others before I bought. Wifi constantly drops, customer service is shocking. I've had to call 4 times and spend an hour chatting and still nothing. I was sent an email of steps to walk through which included unscrewing the front of the broadband box on the wall. When I told the agent I was chatting with it was ridiculous to ask people to do that, he responded that it wasn't ridiculous. I'm so so so fed up and angry, I'm considering paying the fee to end my contract.
- Location
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Rubbish. Frequent drop-outs and, strangely, can't connect to either Gmail or Yahoo e-mail services (if I connect using a mobile hotspot, these e-mails miraculously appear...)
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-21
- Comments
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Is just absolute trash never seen such a bad broadband, TalkTalk all the way
- Location
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- Location
- Bath
- Reviewing
- Shell Energy
- Date
- 2019-11-19
- Comments
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Absolute rubbish that’s all I can say. I have never had such slow broadband
- Location
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- Location
- The North
- Reviewing
- Shell Energy
- Date
- 2019-11-19
- Comments
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OK. I went for the cheap 12 mth deal and now regret it. Switch over was smooth but there are PPP connection losses every day for a few hours. Next time I'll pay a bit more for reliability. Cheap but not worth the lack of reliability.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-18
- Comments
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I can only agree with all the other negative reviews - AVOID!!! I had been with Virgin Media for more than ten years, but unfortunately had to switch as they don't provide my new area. Shell customer service is the worst, a bunch of useless call centre employees who are not in any position to make changes/cancellations etc. but forward your request again and again. They confirmed by email that they would push back my activation date, but I then received an email a day before original activation date, that my service would go online next day. I called them (finally getting through after 20 minutes) only to hear that my request had been rejected, but they couldn't tell me why. They also could have let me know instead of me calling them to find out (even though they had confirmed by email)! I then asked to cancel my contract within the 14-day period I was allowed to do so as I wasn't even living in my place yet. Request rejected as well! What a joke!!
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2019-11-18
- Comments
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Prior to switching I had had fibre with Sky for 3 years with no issues and was getting a speed of between 67mb and 71mb. Switched to Shells equivalent package (Superfast Fibre Plus) so should be getting exactly the same speed; however, I am now getting between 29mb and 38mb. Pathetic! Have tried to call their customer services but gave up after being on hold for 28 minutes. Already counting the days until my contract ends and I can switch back to a decent provider.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-16
- Comments
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shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
AVOID like the plague.
- Location
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- Location
- Northwich
- Reviewing
- Shell Energy
- Date
- 2019-11-15
- Comments
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Honestly the worst internet and customer service I've ever received, joined in August and no internet to this day and still no solution and saying I'm the one that needs to pay to leave! AVOID SHELL LIKE THE PLAGUE absolutely terrible!paid nearly 100 quid for internet I dont have and they want 234 quid to leave it's the worst I've ever seen, and I hope to god shell energy can read this!
- 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
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
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So far BLOODY USELESS.
To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
Wish I had NEVER JOINED!
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-04
- Comments
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Usage to date : 3 months.
No. of previous Broadband suppliers : 3.
Speed : Decent but not as fast as previous suppliers. Especially noticable on Netflix loading times.
Reliability : A couple of minutes of dropped connection, about once or twice per week on average, but tolerable.
Customer service : Friendly, average waiting time 20 min.
Other notes : Initially provided with faulty router, hence no connection for a week. Sent over engineer to confirm this. Router replacement received about 2 days later. Later, errorenously charged for engineer visit (around 80 GBP) so had to contact them to correct this.
Not recommended as it has under performed in all categories compared to previous suppliers.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-04
- Comments
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Avoid! Attractive headline prices but misleading sales advisors abound.
We signed up having checked twice with Shell staff (and on their website) that we could keep our landline number. Apparently it is simply not possible for the majority of Virgin Media customers to take their phone number. Shell call centres woefully short staffed so expect to spend 30 minutes to get anything dealt with (charged number). The clue is in the name: sHELL!
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
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Had this for 4 days absolute rubbish, did live chat to cancel...she was very nice....informed I’d have to pay £306 to cancel. Even though it’s not fit for purpose. Told them I’ll cancel the direct debit and pay £10 a month. Angry doesn’t cover it!!!
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
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Estimated speed on signup to Fast Broadband 7-12MBps actual speed 8.5MBps.However i have speed test results going back years which prove my line now supports 13+MBps so was expecting near top of their quoted range. After over 2 months of emails (and they are slow to respond) they have just gone full circle back to it must be my internal problem. Please note they are a TalkTalk reseller. Avoid both these companies and any other TalkTalk reseller if you want the best speed your line can support.
- Location
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- Location
- Swansea
- Reviewing
- Shell Energy
- Date
- 2019-10-31
- Comments
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Absolute rubbish, speeds are terrible was told speeds may vary over the first 2 weeks then was told I could not cancel although I was miss sold the package. I was told speeds would be good in my area but I struggle to run a single device the customer service is terrible and now I am stuck with a £150 cancellation fee.
STAY WELL AWAY DO NOT BUY
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2019-10-30
- Comments
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They are getting money under false pretences in the last 15 minutes the connection has failed 5 times. Netflix is unusable due to the download speeds. Trying to find a customer service number is hopeless I can’t even access my account as I need to reset my password but the system never sends me a reset email. Avoid them like the plague
- 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.