485 Customer Reviews over 13 pages
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
-
Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
- Location
-
- Location
- Tonbridge
- Reviewing
- Shell Energy
- Date
- 2020-10-30
- Comments
-
Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it!
- Location
-
- Location
- SALISBURY
- Reviewing
- Shell Energy
- Date
- 2021-08-19
- Comments
-
Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
DO NOT USE SHELL BROADBAND.
- Location
-
- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2021-01-13
- Comments
-
Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband!
- Location
-
- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2019-10-02
- Comments
-
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
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-04-27
- Comments
-
Failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.
Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.
The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.
To sum up:
Shell Energy Retail Ltd can't connect phone lines
Shell Energy Retail Ltd won't connect phone lines
Shell Energy Retail Ltd can't make phone calls
Shell Energy Retail Ltd can't receive messages on an answerphone
AVOID AVOID AVOID this company at all costs.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Location
-
- Location
- new Malden
- Reviewing
- Shell Energy
- Date
- 2019-09-18
- Location
-
- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2021-06-15
- Comments
-
I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.
The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-05-11
- Comments
-
Haven’t used customer services as yet. I’ve signed up to super fast + and of this moment 44.6 Mbps down and 6.97 Mbps up so I’m well pleased with Shell so far.
- Location
-
- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2020-01-10
- Comments
-
Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload
Over Xmas noticed that broadband was very slow and continually dropping out.
In New Year found that phone was not working so raised service call.
Broadband speed down to 6Mb download and 4Mb upload...a joke!!
Within 24 hours told that tests had shown fault on line and they will arrange for BT engineer.
5 days later still waiting to hear when appointment.
My wife has cancer so we need phone to receive hospital appointments and to make emergency calls if needed.
Having to raise formal complaint now with Shell.
They do not seem to care at all.
We will get out at first opportunity
- Location
-
- Location
- milnrow rochdale
- Reviewing
- Shell Energy
- Date
- 2018-01-05
- Location
-
- Location
- Sutton Bridge
- Reviewing
- Shell Energy
- Date
- 2018-01-03
- Comments
-
What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE.
- Location
-
- Location
- newcastle upon tyne
- Reviewing
- Shell Energy
- Date
- 2021-03-31
- Comments
-
Shell Got to be worst Company for Broadband , Be aware Warning , Do not Sign up , Problems, Breached Section 6 ,SECTION 7 FCA rules and Poor Customer Services , BLAME customers for their Inadequate Customer Service , Threats of £70 Engineer To cone out , Go will BT Sky , NOW TV , you're Warned
Regards Alan.x
PS Threat of early termination fees ££185 even if YOU GIVE standard 30 days notice
SHELL A NIGHTNARE , AVOID AT ALL COSTS
Pay a little MORE for Decent Suppliers
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-11-08
- Comments
-
Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up
- Location
-
- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2020-03-19
- Comments
-
User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid
- Location
-
- Location
- England, Maidstone, Kent
- Reviewing
- Shell Energy
- Date
- 2020-04-07
- Comments
-
This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers.
- Location
-
- Location
- Granato
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
-
This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-10-08
- Comments
-
I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to).
Internet was intermittent for months at my new address. It should have been around 25-30mbps but was more like 3mbps. After months of complaint and finally threat that I would leave, they finally pulled their socks up and started asking OpenReach to come over and sort out the issues.
They agreed to recompensate me for the really poor service for I think what was around 4-5 months with a month-and-a-half refund. OK not the happiest, but I accepted it was all they were willing to offer. 2 months later, I start to get emails that I was behind on payments due to the 1.5 months that I had not paid. I was a little tired of this so I asked the person on the phone how long I had left on my contract and was surprised that it worked out that I was an 18-month contract since moving and not a 15.
I asked them to investigate the conversation I had with the person who arranged for the internet to be set up at my new residence (because all calls are recorded for training purposes) and 3 phone calls later they apologise for not having followed the issue up earlier will be raising the issue and (promising this time) they will be letting me know of the outcome of their investigation. My internet speed has improved I guess so I shouldn't really complain.
Oh! I shouldn't leave out that for the period it was really bad and I threatened to leave (for the 3rd time) I couldn't receive a WhatsApp message on the wifi without it affecting another service in the house using the internet.
- Location
-
- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
-
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
-
- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-03-15
- Comments
-
Not the best sadly.
My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
- Location
-
- Location
- Bishop Auckland
- Reviewing
- Shell Energy
- Date
- 2018-07-27
- Comments
-
Complete and utter rubbish. No one wants to help, they then promise to ring back and never ever do. We have not had internet for over 5 weeks now
- Location
-
- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2020-05-19
- Comments
-
Extremely slow and unreliable can’t leave the same as the router without it being unreliable. Would not recommend betrer of paying extra and get something better
- Location
-
- Location
- Davenham Northwich
- Reviewing
- Shell Energy
- Date
- 2019-07-23
- Comments
-
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
-
- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2019-09-28
- Location
-
- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2020-07-16
- Comments
-
Avoid Shell Broadband like the plague. They have awful service with constant drops, they take months to even attempt to fix the issue, more than once they've tried gaslighting me on engineer visits that never happened and they have a very interesting interpretation of OfCom regulations. Like my grandad used to say "buy cheap, pay twice."
- Location
-
- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2019-10-30
- Comments
-
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
-
- Location
- Harrow
- Reviewing
- Shell Energy
- Date
- 2021-01-26
- Comments
-
Absolutely horrible customer service and horrible connection. I didn't have any connection at home at all and when contacted to customer support to cancel they mentioned there is a connection with line and will be able to fix in 3/4 days, the choice was to either wait couple of days for the line to be fixed after not having broadband at all or paying exit fee for cancellation even.
- Location
-
- Location
- Caerphilly
- Reviewing
- Shell Energy
- Date
- 2020-05-06
- Comments
-
I can’t comment on the actual broadband as I’ve had to cancel within my 14 day cooling off period. However as far as customer service goes, it was easy to get in touch and on both occasions when I needed to speak with someone, I spoke with Ali who is a credit to the company.
- Location
-
- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2019-12-06
- Comments
-
Rubbish ...... been waiting since 4 November
Don’t use this procuder
- Location
-
- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2019-01-02
- Comments
-
I have had the Broadband contract for the last 13 months and it will finish in another 5. I have already put into my calendar that I need to look for another Internet provider.
The speed of the Internet dropped when I moved my house. I have logged in a complaint as that's what they suggested to do. Well, it sounds that they have theirs house in order however it is just to delay your decision about the change. It took me about three months, one visit of the engineer to hear that the speed of the Internet is as expected. It was such a waste of time. They have offered that I an cease my contract only for 58.5 not the full price. Well that is not a solution for me, they also said that the speed is ok even though the Open Arch engineer came and said that is is slow and the fault is on the Internet provider side.
Another problem was just at the time when I started with them. They just simply never send to me the broadband starter kit! I rang them few week after that as I was travelling and they said they will send it again. They have never refunded the days which I didn't have the Internet!
If you have a choice go to someone with good customer service and actual broadband.
Thank you.
Anna
- Location
-
- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2019-03-12
- Comments
-
I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you!
- Location
-
- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2020-11-18
- Comments
-
Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out
- Location
-
- Location
- st helens
- Reviewing
- Shell Energy
- Date
- 2021-03-15
- Location
-
- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2021-07-28
- Comments
-
I recently left shell on June 2021 but kept receiving bills which more than tripled , I kept phoning them to say why is this since I usually pay at the beginning of the month and left 2 weeks before the next payment due. Initially , they themselves did not understand why I had charges. Then they said about early termination fee , which I refuted since I was with them early July 2019 for an 18 months contract. But when I phoned the last time to resolve this apparently I had to pay an engineer fee for the month of May for a simple repair which mind you did not fix the internet that’s why I left them in the first place plus a cease fee. I caved and paid just to get it over with as I do not want to deal with them anymore. Poor internet service even poorer management and ripped off
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-10-01
- Comments
-
AVOID AT ALL COSTS!!
Absolutely the worst broadband provider EVER! It even takes the title over from when we used to be on dial up.
It's slow as a snail but the that's not even the worst part of it.
It drops connections over 50 times a day. Trying to have calls with work without interruption is neigh on impossible. I can't wait to switch once I am out of contract. Pay the extra and go with a known established brand!
- Location
-
- Location
- Cannock
- Reviewing
- Shell Energy
- Date
- 2018-08-06
- Comments
-
Quite possibly.the worst thing you can do is change to first utility broadband, chat to them about problems & they say we will update you...they never get back to you.if you prone to let them know of a problem.... You're charged for the call.a new provider with.i guess,no infrastructure& no experience,launched before everything was in place.
- Location
-
- Location
- Mirfield
- Reviewing
- Shell Energy
- Date
- 2020-08-07
- Comments
-
AVOID AT ALL COSTS - Poor customer service. I applied to join Shell Broadband then cancelled due to poor customer service reviews. Instead of cancelling at my request, the company alleged that I had a poor credit rating and to check with experian, checked with experian and my credit rating is 999 out of 999. So Shell get facts totally wrong, and I have threatened a formal complaint if they do not correct the records. If anyone is thinking of joining - DO NOT JOIN - I am a doctor in a respectable profession - for them to allege a poor credit rating is totally out of order.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-01-30
- Location
-
- Location
- Central Scotland
- Reviewing
- Shell Energy
- Date
- 2018-07-25
- Comments
-
(First are just a TalkTalk reseller by the way). The ISP that doesn't supply you with the password for your own broadband. The PPPoA password is preinstalled on the router and hidden from you, ok. Want to change from their cheap, disfunctional router? You'll need the password, obviously. Try emailing customer service and they will systematically ignore repeated requests to supply you with your own password. To the extent that it is now being taken to an ADR. Quite surreal.
- 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.