1,452 Customer Reviews over 37 pages
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- Location
- Hebburn , Tyne and Wear
- Reviewing
- Shell Energy
- Date
- 2019-10-26
- Location
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- Location
- Grimsby
- Reviewing
- Shell Energy
- Date
- 2019-10-26
- Location
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- Location
- brighton
- Reviewing
- Shell Energy
- Date
- 2019-10-21
- Comments
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ABSOLUTELY APPALLING SERVICE, for the 1st month of using this sham balls of a service my Wi-Fi was down for 2 weeks, I was promised a month free which was not good enough from the start. they sent out an engineer after the 5th phone call to complain and I was told I would not be charged for this as this was a fault of their own, I have just had my bill come through and SHOCK I have still not had the free month taken off and I have been smacked with a £54 bill for the engineer I was PROMISED I would not have to pay for, AVOID THIS COMPANY
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2019-10-18
- Comments
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My internet is not very good. Always buffering. Stopping. And not very fast
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-10-17
- Comments
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In my opinion this company must be run by rude idiots. Although they are supposed to be doing calibration, they give NO warning when the service stops, maddening when playing chess online & winning, never mind skype etc. It's like a very rude person who barges into a private conversation, no manners whatsoever.
They should ASK for permission to do calibration, also giving an option to delay it for a while at customer discretion.
As it is, upload speed is about 0.2 - 0.3 Mb/s, when their competitors have got it up to 0.9.
AVOID this CRAP company.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-10-15
- Comments
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I don’t have the service yet but simply ordering it has been ridiculous - do I need an engineer, do I not, days and days between anyone picking up the actions on the account including delaying actions until my cooling-off period is over so I can’t cancel. Now looking at an activation date weeks after it should have been if they’d either accurately found out my active line status in the first place, or joined up contacts to me and acted on them quickly. At least most broadband providers wait until you’re actually a customer to let you down. Avoid.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2019-10-13
- Comments
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Switched from Plusnet because of the cashback deal. Big Mistake. Broadband is very slow.
- Location
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- Location
- burgess hil
- Reviewing
- Shell Energy
- Date
- 2019-10-12
- Comments
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The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2019-10-11
- Comments
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Broadband is okay, is not the fastest but it's quite reliable.
However I've just realised that Shell has charged me £54.16 for having to send the technician out because they couldn't tell me what to do and what to look for when I was installing the modem. It turns out that they could have told me the lines come from the back of the houses not the front and saved me time and money, but they didn't. How should I have known their lines come from the back of the house?
Very poor service!!!
- Location
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- Location
- Hull
- Reviewing
- Shell Energy
- Date
- 2019-10-07
- Comments
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So, we signed up for this, went on holiday and read the reviews after.
Dumb move on our part.
I rang to discuss my worries....45 mins later, still no answer to my call.
I call back again, another 40 mins. This time I didn’t care what they had to say, waiting 40 mins to speak to a human, anyone, is not acceptable.
I cancelled and called plusnet. Straight onto an advisor for only £3 a month extra, I’ll pay for that level of customer service.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2019-10-02
- Comments
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The speeds provided will not even stream a Youtube video. Rang up to complain and did not get a call back for 6 weeks. Customer service is non existent. Avoid at all costs, these are by far the worst broadband provider in the UK
- Location
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- Location
- Airdrie
- Reviewing
- Shell Energy
- Date
- 2019-09-30
- Comments
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This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2019-09-28
- Location
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- Location
- Heckmondwike
- Reviewing
- Shell Energy
- Date
- 2019-09-28
- Comments
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SCAM DO NOT APPLY FOR ACCOUNT after they took over first utility they has been nothing but issues disconnection three days before payment date without warning then inflate the bill I started at 38 for high speed for streaming then get told I owe 71 so pay the balance two weeks pass and disconnected again contact them and they tell me I owe 51 so I ask why so high they say I owed 99 with a discount of 7.00 I owed 91 but yet when I paid the bill I was strictly told 71 is all I owe for that month hmmmmmmm talk talk here I come and another point to all customers of shell if your not offered the deal you was originally offered as of 12 month ago you can walk from the contract check Martin Lawrence s website explains everything there
- Location
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- Location
- BENFLEET
- Reviewing
- Shell Energy
- Date
- 2019-09-26
- Comments
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just started with them with first bill,they have put vat at the end of the bill? is this right? talked to them cant get a positive answer , not had this with any previous supplier, not in the small print about this,feel conned ? buyer beware.
- Location
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- Location
- great haywood
- Reviewing
- Shell Energy
- Date
- 2019-09-25
- Comments
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Have had shell broadband for the last few weeks but then phone for some reason has now been disconected onthe 22nd September so I have no broadband or telephone line. Contacted shell through livechat but nothing has so gar been done to put the problem right
- Location
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2019-09-22
- Comments
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Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-09-19
- Comments
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If you don't improve broadband speed and continue to ignore customers comments definitely everyone turns to another supplier.
- Location
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- Location
- new Malden
- Reviewing
- Shell Energy
- Date
- 2019-09-18
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-09-17
- Comments
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Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
- Location
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- Location
- New Cross
- Reviewing
- Shell Energy
- Date
- 2019-09-16
- Comments
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When I first purchased Shell broadband, I thought it looks decent. I was previously with Sky broadband. For the past 24 hours, all of a sudden, my internet stopped working on my laptop and phone. I called Shell I was told that someone will call me back. Nothing. It's frustrating because I work from home. I have to go Internet cafe just to work. Ridiculous. Really angry. I regret coming off sky.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2019-09-07
- Comments
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Please avoid this company. I originally just had gas and electric through Shell (which was First Utility then) and I've had no problems with that. I received an email offer to join their super amazing brilliant broadband... Which I fell for. It's only a little cheaper than my previous provider.
The broadband drops all the time, unable to connect more than one device. I've had an open complaint for around 2 months now and still not resolution. They've sent me 2 replacement routers that are meant to be the best they have. It's made no difference.
There's no online account service for broadband which makes things difficult. The email responses are slow and repetitive. Usually reply with "please confirm this is what you're asking" although I couldn't have been clearer in my complaints. Feel it's just constant delay tactics to deter you from continuing with a complaint.
Terrible service all around, will never use again.
- Location
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- Location
- paignton
- Reviewing
- Shell Energy
- Date
- 2019-09-05
- Comments
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do not use have had trouble with them since day 1, the 14 day cooling off period starts from the day u order it, so when ours went live the 14 days was up. we r leaving early as cannot get it to work all over the house, have bean quoted £310 to leave instead of the £150 we were told on the phone. there is no 24/7 telephone support, so if your broadbands goes down u cannot use there online services to fix problem. STAY AWAY FROM. i wood give them 0/5 for everything
- Location
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- Location
- cheshire
- Reviewing
- Shell Energy
- Date
- 2019-09-02
- Comments
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Do not even apply this is the worst service I have ever had.Service staff are rude and arrogant ,speed is that of an elderly slug, reliability is a joke. I tried to terminate within 14 days charge is applied.
- Location
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- Location
- Lympne
- Reviewing
- Shell Energy
- Date
- 2019-08-29
- Comments
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Do not use Shell Energy, moved house and was told that they were best provider in area. Advised them not to send router until after we had moved in on 19th July, they sent a week before to an empty house. Broadband and phone meant to go live on 22nd July, no phone until 31st July and Broadband went live on 12th August after many calls. Broadband speed expected to be slow but is even slower than advised at 240k average. Called to cancel service once realised how slow it was to be told that there was a £120 charge to get out of contract early despite being within 14 days of service actually going live. They don't do 14 day back out apparently! Absolute rubbish company, don't go near them.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-08-21
- Comments
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Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2019-08-14
- Comments
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Biggest mistake to make. Please avoid this company. The broadband only works for a few weeks until you are tied in to the contract and then internet connection is up and down particularly at weekends or evenings when there is no telephone support. Also for each time service is down there is a 48 hour wait for a “technician” to even look at the fault and then the internet connection appears for a couple of days until the process starts all over again and another 48 hour wait. I have to visit family and friends for internet access.
- Location
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- Location
- Walsall
- Reviewing
- Shell Energy
- Date
- 2019-08-08
- Comments
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Since she'll took over 1st energy my broadband speed has slowly decreased. Prior to shell energy I was getting 2.5m/sec. Which may not be fast but £17 a month including one rental was ok. Shell upped the price and halfed my speed. Ditch them as soon as you can.
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2019-08-05
- Comments
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Early days yet but:
1. Transfer of phone service was seamless and totally pain free
2. Transfer of ADSL service was seamless
3. Broadband speeds initially 60% of previous PlusNet service, using the same equipment. Watching carefully to see how that trains up over the next 7 days.
4. Customer service much more technically competent that PlusNet. I wanted to retain my existing (non-PlusNet) router and, although I had to queue, I found someone who understood the settings and had my individual information at their fingertips.
I was shocked at the poor reviews these guys had and was somewhat worried about the transfer but, so far so good.
- Location
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- Location
- Taunton
- Reviewing
- Shell Energy
- Date
- 2019-08-02
- Comments
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We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.
When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.
A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.
They really don’t seem to care. I will be moving as soon as my contract is up.
- Location
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- Location
- Davenham Northwich
- Reviewing
- Shell Energy
- Date
- 2019-07-23
- Comments
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Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...
...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2019-07-22
- Comments
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One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2019-07-18
- Comments
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Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
- Location
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- Location
- Worcester
- Reviewing
- Shell Energy
- Date
- 2019-07-17
- Comments
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Absolutely disgraceful.
Loss land line 11th July. download speed went to 0.4mbps. When finally got through to them - it was if it was my fault. Finally agreed to contact Openreach [ not sure who pays?] who sent an engineer to resolve the problem - good professional. Wife phoned me @ work - and said Shellenergy would only compensate us £3.22p!!!. In addition they confused the DD details with some else, and when the wife corrected them - they said it would take 12 days to set it back up!!!!!
Will be cancelling contract - for not providing the service - will be sourcing other providers later.
BE WARNED
- Location
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- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
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Disgraceful service ...Useless !
Having been a BT customer for years I switched to Shell Broadband.
BT disconnected but no connection to Shell.
After 5 days without a phone line or broadband Shell just say they are waiting on Openreach to resolve. Now they say it will take another 5 days so 10 days with nothing.
We live in a poor mobile reception and I have a seriously ill mother who needs contact.
DO NOT RISK THE CHANGE TO SHELL.....they clearly have no power or authority with Openreach.
After speaking to one of their managers he just said "there is nothing we can do".
I would never have switched if I had known !
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
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Beware you get charged £15 to change supplier and make sure you return router as they will charge you for it .Very slow broadband similar to dial up at times . Look elsewhere !
- Location
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- Location
- Isle of wight
- Reviewing
- Shell Energy
- Date
- 2019-06-30
- Comments
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Don't wast your time or hard earned money on this so called internet supplyer.should have left as soon as shell took over from first utilities.
Well download speed today 1.78mb upload speed 0.85mb absolutely a joke.Stay well away from this company as soon as we can change we will.
- Location
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- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2019-06-19
- Comments
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Wish I'd never heard of these jokers.
What a shower! Phoning the "helpline" (pause for howls of laughter) is a nightmare;ditto the live chat (who was the idiot who first dreamed up live chat-another nightmare)
I moved in recently, their engineer came to reconnect a line, asked how many extensions I wanted activating (note, activating NOT installing) we agreed on three or four I forget which and away he went.
Several days later I find not one is working and when I complained I was told they only install one and if I want more extensions INSTALLING (note installing, not activating)I should get it done by an electrician.
They obviously did not read my first email and it took two reminders to get a reply at all.
STICK TO SELLING PETROL SHELL-you're useless at Broadband.
DO YOURSELF A FAVOUR PROSPECTIVE BROADBAND PURCHASERS-GO SOMEWHERE ELSE!!!!!!!!!!
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-06-19
- Location
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- Location
- Penzance
- Reviewing
- Shell Energy
- Date
- 2019-06-17
- Comments
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I switched broadband and phone, my change over day was today. Broad band switched phone is dead, broadband so weak can’t get Netflix or Amazon.
Been in an online help que for an hour now.
Wish I’d stayed with Sky.
- 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.