1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-06-23
- Comments
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Deviously was with talk talk who have terrible customer service and also a few technical issues. Ever since I moved to shell energy the wifi keeps dropping out and line speeds are super slow, no where near the fibre I am paying for. Two openreach engineers have visited, the last one saying they cannot find a fault in the line and the issue must be the router, since shell rent the line from talk talk. Shell initially refused to send me a new router but after contacting them again they agreed. Now wait g for new router to see if it fixes the intermittent and very slow broadband.
- Location
-
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2023-06-21
- Comments
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Late payment of about one week which I actually paid in full but shell have already taken my name to the credit agency which now affect my credit rating status
- Location
-
- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-06-21
- Comments
-
Terrible internet provider. Unreliable connection, cuts out multiple times a day. When speaking with customer services you are constantly told there appears to be no issue there end.
Absolutely useless.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2023-06-21
- Comments
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Cut off an 89 year olds phone line that was linked to his alarm - resulting in him being on a hard floor overnight for over 12 hours with no way if alerting anyone. The customer service is non existent and truly shocking! Even after speaking with various managers who endured it would be sorted and line in action asap, I call back and they deny all knowledge of any conversations-cowboy outfit through and through and absolutely no interest in helping no matter who you speak too! Please stay away from this company
- Location
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- Location
- LLandudno
- Reviewing
- Shell Energy
- Date
- 2023-06-17
- Comments
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Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill. Many phone calls where they had told me I hadn’t returned the router (I had) and several final bills which included charge for non return of router. I asked several times for correct bill and they eventually without warning referred me to collections agency. I called the agency immediately and they had the correct amount which I paid over the telephone immediately. Avoid this company Poor Broadband and extremely poor customer service.
- Location
-
- Location
- England
- Reviewing
- Shell Energy
- Date
- 2023-06-14
- Comments
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A few months ago, I decided to get shell as it was one of the only suppliers at the time giving a fair price for providing gigabit speeds; however, I wish I hadn't. The internet connection is constantly dropping, can range from 2-3 times a day. A few months ago I complained and my issues were never resolved, no one had gotten back to me. They constantly lie and say that on their end everything looks fine, it's probably something to do with my devices. As I have thoroughly studied networking, I know for a fact the issue is coming from them. Additionally, their troubleshooting helplines know nothing about networking and when they claim they provide gigabit speeds, what they really mean is 300-600Mbps. I would advise against signing up to Shell broadband at all costs!
- Location
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- Location
- North west
- Reviewing
- Shell Energy
- Date
- 2023-06-14
- Comments
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No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.
- Location
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- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
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Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.
- Location
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- Location
- Brighton
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
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So far great! OpenReach installed the fibre from the pole outside. Guy did a very neat job. I managed to connect my google nest directly to the fibre termination box. Speed is between 850 and 901. No complaints at all! Half the price of virgin.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
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Possibly the worst service provider I have ever had to communicate with.
Upgraded with Shell broadband as I couldn't access the internet with the previous shell wifi. Was told that on the 31st of May I would receive a wifi box. It is now the 8th June and I have had no correspondence or wifi boxes, despite still being charged.
Spoke with 4 different customer service agents and had been told to wait in on numerous occasions and promised the box would arrive, still to no avail.
It is a nightmare trying to get compensation for the days I have had no service.
Avoid shell broadband at all cost; terrible internet and awful service. I don't think the people working at Shell even know what day of the week it is.
- Location
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- Location
- Merseyside
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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Nightmare. I only found out that the post office internet had been sold to Shell after investigating why my Internet had started to run slow and keeps dropping out all of the time. It's been down for 5 hours again today and I am lucky that wasn't during work. Expecting to get no help again from customer services.
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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very disappointed as we work from home they couldn't sort my problem over the phone. Was clear a problem with router, asked to send a new router to sort the problem instead they said a booster would be a better option. 8 days until receive the booster that still not sorted my problem. My only option was sign up to a new broadband that actually works with better speed and took them 1 day to come here and install everything. Shame on shell and shame I still have 10 months left to pay for internet that is weak and no need anymore. don't go for shell
- Location
-
- Location
- MALVERN
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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After a few weeks of phone calls my issue has been resolved, faulty cables so now fixed. I suppose these things happen. Very good customer service today.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2023-06-05
- Comments
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I've had two different routers with Shell and they're the only two I've ever had in which the broadband cuts out all the time on my phone. It's fine on my laptop though. Customer service is VERY poor. They raised their prices during my contract and refused to let me leave the contract without penalty
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2023-06-03
- Comments
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Changed to Shell 6m ago and have raised 2 complaints, another was raised on my behalf by customer services. May I was billed £59.80 instead of£21. I was informed the £38 over charge (which Shell didn't know why it was applied) would be refunded. It wasn't, it was applied to my account as a credit. June, I get call from Shell saying I'm wrong and the £ has gone back to my account AND it's £16 in credit as of today. Shell said I'd had a gesture of goodwill for £30 put on my account too (this was news to me)BUT, here's the clincher, only on paper, it wasn't actually applied.... So, £38 - £21(june charge) = £16 in credit on my acc. If they'd applied the GoG £30 my account would be £46 in credit. However I'm told by the guy on the phone I'm understanding what he's JUST said on the phone. Absolutely sick of it, terrible connection that keeps going off, on my 2nd router.... Going to be finding a new providr. I would advise anyone to avoid Shell.
- Location
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- Location
- wakefield
- Reviewing
- Shell Energy
- Date
- 2023-06-02
- Comments
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Absolutely despicable penny pinching company with no morals or customer commitment. PLEASE AVOID AT ALL COSTS. They have the advertising money to bury these comments away from new custermers because if they knew they wouldnt look twice at this company. please dont be fooled by offers and discounts they are only there to reel you in . once you are in then they have you and will drain as much money as they can legally get from you. please please AVOID ,
- Location
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- Location
- Brentwood
- Reviewing
- Shell Energy
- Date
- 2023-06-01
- Comments
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I ordered broadband on Tuesday. I got a email to say about the line that outreach need to sort the line. So I phoned on the Wednesday on phone for 40 minutes before anyone answered, I wasn't happy about that. So I phoned again on Thursday to find out more. They answered quick but they couldn't understand anything I was saying and said the line is bad I heard them perfectly well. Then they put me over to another department and they couldn't understand what I was saying at all. So we hung up he phoned me back and eventually the phone went dead. So I will phone again and cancel it. I was absolutely digusted with the service
- Location
-
- Location
- Tadley
- Reviewing
- Shell Energy
- Date
- 2023-05-31
- Comments
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I’d give no stars if I could. My landline doesn’t work frequently for days at a time. Currently, I’ve been without a phone for 4 days and no sign of Openreach. I’m supposed to be a priority customer but I can’t even dial 999 in an emergency. They know I’m disabled, vulnerable and don’t use a mobile phone. This is NOT an isolated incident and has happened at least 3-4 times. Broadband is very slow, often dips out and is non existent when there is a fault on the line. Staff are incompetent. Nothing gets resolved. Compensation is not given. Attitude is mañana mañana. Avoid this company like the plague. Shell Energy is a disgrace.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2023-05-29
- Comments
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Very poor router, keeps dropping Wi-Fi connections.
Stay away not worth even if given free, sadly.
- Location
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- Location
- Gaskell
- Reviewing
- Shell Energy
- Date
- 2023-05-28
- Comments
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His can you justify a 2 day wait to get my dads phone line back working when he relies on a care line package due to his frail health conditions
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-05-25
- Comments
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I changed to Shell Broadband tempted by the lower price after my supplier tried to put my price up significantly. I should have done more research.
The Shell broadband worked for the first day and was ok. Speed wasn’t great but there are always teething problems. After that it stopped working. I was told there was a fault in the line and BT Openreach would be in touch to sort it out. My lines and sockets are new. Fitted by openreach two years ago. It looks like I’ll be without broadband for at least a week. The customer service lady was pleasant and professional but essentially did nothing.
Give these guys a miss and go with someone reliable. I wish I had stayed with Now. Never had any problems with them.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2023-05-24
- Comments
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Utter nonsense. I was tempted in by low prices, but dont be fooled, those prices will be jacked up within a month or two. In combination with a truly terrible intenet service, was promised 70mbps downloads in truth its about 4 or 5mbps, which is a tiny fraction of advertised, and a wifi signal that drops out hourly for random amounts of time, it really is an utter waste of money. was previouslt with sky at same address, never had these issues.
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2023-05-24
- Comments
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I pay for 38m currently receiving below 5m.I have regular problems with speed.
I have given up trying to contact shell.Do not waste waste your time and money. Would you consider the reason shell broadband are allowed to provide such a shoddy service.
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2023-05-23
- Comments
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Absolutely dog ****! I have never had a network with such weak strength and a high frequency to stop working all together! Not only that but the contract has no way to back out of their piece of crap package,
The people who developed this should be ashamed of themselves, you are a group of scammer scum and I hope you all rot
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-05-23
- Comments
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I phoned Shell a month ago about connectivity issues and they suggested I reboot the router. When that didn’t work, they told me that if I requested an engineer to come out, if I couldn’t prove there had been a drop in my WiFi while they were there I would have to pay £73. This is absolutely disgraceful as I have never had a missed payment but would be on the hook to pay for their engineer. I don’t even understand how they could justify that with their record breaking profits.
I continue to be handed around from department to department with no one able to assist. It will cost me £200 to get out of my contract and this is an absolute disgrace. My internet continues to drop in and out which affects my ability to work.
Avoid this company
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-05-22
- Comments
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Currys PC World sold me Shell's broadband package on 29/04/23.
I had a confirmation email from Shell that my Internet service will go live on 17/05/23. They sent me the router on 13/05/23 but they didn't send the optical network terminal (ONT) neither booked an engineer to set up the router.
I've contacted their customer service on 15/05/23 (23mins) call to inform them that they still need to send the ONT and booked an engineer. The staff I've spoken to guarantee me that somebody will ring for this matter.... nobody rang.
On 17/05/23 I rang 5 times to their customer service, I've been transferred from different department each time I rang and ended up spending in total 2hrs 29mins on the phone repeatedly explaining that I had no service because they missed to send the ONT and engineer to set up the service. Later that day, they sent me an estimated bill of £51.00 to pay by direct debit.
On 18/05/23 I rang again several times without any information to when they expect to send the engineer or why they didn't send it in the first place. After being so tired of repeating myself, I decided to cancel their non existing service at 11:51 on the same date for the sake of my time and sanity.
On 22/05/23 I had a call from their loyalty department (I think) asking me if I was enjoying the service. On the same date I received an email from support+id19147458@serl.zendesk.comcancellation with the below information:
"As you’re ending your contract within your minimum period, you’ll receive an early termination charge. We estimate this to be £321.92 and will be included in your final bill"
RUN AWAY FROM SHELL BROADBAND. THEIR CUSTOMER SERVICE IS A NIGHTMARE AND DISENGAGED.
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2023-05-22
- Comments
-
expensive, poor connection, poor customer service, expensive termination of contract, unreliable - very much not recommended
- Location
-
- 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
- Wales UK
- Reviewing
- Shell Energy
- Date
- 2023-05-19
- Comments
-
Shell bought out the Post Office broadband in 2021 and my contract was automatically transferred to Shell. I’d been with the PO for over a decade and they were brilliant. Shell steal their market and within a few months the speed deteriorated. Over the last two months, it has has dropped to below 1Mbps. I work from home and this is simply not acceptable. I complained and they sent me a new router which made no difference. An IT expert told me that there must be a fault on the line was my speed was so bad. Shell denied this and said that I was not entitled to super fibre because I was on a ‘basic copper wire contract’ and wasn't entitled to anything over 1MBPS. This is absolute rubbish. My contract is for superfibre. The replies to complaints are the usual meaningless drivel about how they value your feedback blah blah. Laughable. They now want me to pay extra to get the speeds that I'm legally obliged to under the contract. I have told them to shove it and am switching. Disgusting. A greedy exploitative company. What do you expect? It’s all part of the Great Rip -Off by the corporatocracy.
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
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utterly trash. frequent signal outages. over half the time, the signal will be gone entirely, flick back on for a few seconds, then be gone for a good 10-20 seconds. the speed isn't remotely close to what it was advertised and, using speedtest-cli, i lost over 80% of my packets. would not recommend, ever.
- Location
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- Location
- Morpeth
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
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Been a customer 1week
Phone doesn’t work
Broadband doesn’t work
Communication awful
Engineer didn’t turn up
Wish I could give a minus rating
- Location
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- Location
- n77RR
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
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appalling service - internet goes down every few days. No help online or telephone whatsoever. Please avoid
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2023-05-15
- Comments
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When I joined shell broadband there was a deal that you get 3 months WiFi free charge and after the 3 months I was too receive a £100 amazon gift card called shell broadband up and now there trying to say it takes upto 120 before anyone will get it I feel its a scam in a way just to get customer's too join up as i see it's a false advertising just so you join there broadband and there not interested in helping you I called them today asking where my £100 amazon gift card after nearly 5 months with them wasn't helpful wouldn't listen to me cut me off all the time wouldn't let me talk broadband has cut off that many times when watching a film on Netflix not the best broadband read the small print before signing up with them they can lie about your contract and put the phone down on me today because I said I was going to ofcom and the customer service told me too do what I want she didn't care about me i think they customer services agents she get sent for training on there manners when dealing with customers I was shocked by they way I was treated can't really understand the customers services
- Location
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- Location
- westhoughton
- Reviewing
- Shell Energy
- Date
- 2023-05-14
- Comments
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Do yourself a favour DON'T USE THEM FOR YOUR BROADBAND , Its slow when it works and you are forever offline its hit or miss when broadband is up and running, its always down nearly every week and their customer service is shocking STAY WELL CLEAR
- Location
-
- Location
- northolt
- Reviewing
- Shell Energy
- Date
- 2023-05-13
- Location
-
- Location
- Ainsdale
- Reviewing
- Shell Energy
- Date
- 2023-05-13
- Comments
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I had shell energy broadband installed in January 2023 it didn't work for the first month 2 engineers came out and finally found the problem ( router fault) so they swapped it with a new unit .so had no problems till yesterday when I found they had charged me £95 to repair there faulty equipment!!! You couldn't make it up after a 30 minute phone call getting passed from one advisor to the next ( 4 in all ) they agreed to refund the charges because it was there faulty equipment but this will take 30 days. Stay away from this terrible company you have been warned.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-05-12
- Comments
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Customer service is horrific. Made it difficult to cancel. Unresponsive to messages, except for when it might be of benefit to them to respond. Far better suppliers available out there.
- Location
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- Location
- Portrush
- Reviewing
- Shell Energy
- Date
- 2023-05-11
- Comments
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Couldn’t even provide service -failed. 3 promised dates yet have yet to see service provided. I sat in 10 days for engineer - no dates ever given . If I could give zero stars⭐️I would. They offer £100 to spend in Shell Service Station yet have not computed that there are none in Northern Ireland. They sold off their garages here. Go figure!!!
- Location
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- Location
- Lancs
- Reviewing
- Shell Energy
- Date
- 2023-05-08
- Comments
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I was transferred to Shell from another provider under contract.
I was with them for over 9 months,I have just left.
Poor customer service,things spoken over the phone are not recorded properly.People you speak with don't always seem very knowledgeable,or particularly friendly.
Massive price hike during contract.
Poor connection speed especially at weekends,although I contracted for a super fast.
Upon leaving threaten with extra fee charge if equipment is not returned when it wasn't even supplied by them.There is no need for this when it is just bined anyway,just another way to make money out of people.
- 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.