1,452 Customer Reviews over 37 pages
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2020-12-03
- Comments
-
I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2021-10-30
- Comments
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Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-01-22
- Comments
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Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid.
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-11-30
- Comments
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The internet cuts out all the time. It's not my device as it happens across phone and laptop. Even when it does work, the speed is slow and it only really reaches the small front room where the router is.
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
-
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
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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
-
- 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
- BOLTON
- Reviewing
- Shell Energy
- Date
- 2022-07-18
- Comments
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ex Post Office, still got PO router NO Customer service online or phone, incomprehensible bill/cust svc reply SORRY NOT AVAILABLE (since takeover, apparently) Why energy co thinks it can run BB anyway. THE WORST EVER
- Location
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- Location
- macclesfield
- Reviewing
- Shell Energy
- Date
- 2022-08-09
- Comments
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Called to renew /upgrade contract.After agreeing I recieved two emails first with confirmation of 18 month instead of 12 month.Second email telling I am coming to the end of my contract soon and info on continuing price and an offer higher then just agreed.Customer service person spoke garbled english and had no clue after 23 minutes about my new contract.Then cut me off.Absoultely useless CS.
- Location
-
- Location
- Mansfield
- Reviewing
- Shell Energy
- Date
- 2020-05-22
- Comments
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If you are thinking of switching to Shell broadband my recommendation would be DON'T DO IT.
The advertised speed is only achievable when ALL wifi devices are turned off and you are connected by ethernet.
The router its self is very poor quality and I cannot get a signal in areas of my house that I could prior to switching to Shell.
Customer services are quick to respond via Facebook but not email. They had me jumping through hoops when I complained about the speed. First I had to wait 14 days. Then I had to ensure my router was in the optimum position. It was then a hard factory reset followed by the submission of 3 official speed tests which showed a significant loss on the advertised speed. After all this Shell told me I was indeed receiving the correct speed and told me to perform a speed test via ethernet with all wifi devices turned off. This did return pretty much the correct speed but is totally useless for modern day living.
I will be leaving at the end of my 12 contract. In the meantime I have to have 2 wifi extenders in my small 3 bed house
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-09-04
- Comments
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Terrible company, we have been without a broadband and home phone line for a month now, i have rang customer services so many times and nothing gets done. They have told me 4 times that an engineer will be sent out but they never turn up. They don't reply to emails. Be prepared for at least a 45 minute wait to music before anyone answers the phone then they just try and fob you off. AVOID!!!!
- Location
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- Location
- Dordet
- Reviewing
- Shell Energy
- Date
- 2023-11-24
- Comments
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Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
- Location
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- Location
- Horsham
- Reviewing
- Shell Energy
- Date
- 2023-07-19
- Comments
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Terrible customer service, bills all wrong, not helpful when openreach issue occurs. Now I'm stuck in 18 month contract with them. I blame Currys for selling them to me!!
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2021-03-17
- Comments
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Absolutely abysmal customer service and their internet speed isn't much better. If you move house part way through your deal they start a brand new one to trap you for longer. If you believe your contract ends in a few weeks so ask to cancel rather than start a whole new deal they don't inform you that the contract doesn't end in a few weeks but instead accept the cancellation then charge you over £100 for doing so. Shocking customer service all round
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-05-05
- Comments
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I had to cancel due to the rising cost of living they have charged me £265 on top of my monthly payment l have refused to pay l am almost 70 years old in very poor health l don't eat most of the time as it's too expensive l need a power wheelchair due to serious walking and balance issues l can't even afford that...they didn't tell me about the social tariffs l am entitled to...don't ever take broadband out with shell or you will get treated the same the company is rubbish and very ignorant they don't answer your complaints it's disgusting harassing pensioners they have got a debt collector to harass me
- 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
- York
- Reviewing
- Shell Energy
- Date
- 2023-03-02
- Comments
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Avoid buying this broadband at all cost. Should be banned from comparison sites. I have had the broadband for 3 days, haven’t got it working yet. Rang up to cancel for free in my “14 day cooling off period” to be told this actually ended 2 days ago, the day the line was taken over by Shell. Currently trying to charge me £110 to cancel a service I’ve had for 3 days that hasn’t worked once. Only saving grace has been a couple of people on the phone who have been willing to try to find a way a round this.
- Location
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- Location
- Shefford
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Don't waste your money. Their customer service is non existent and they truly don't give a damn. They can't bill correctly and since mid February I don't even have a landline anymore. It just says 'line busy' when you call it. Despite repeat attempts to email them, they don't response. Thankfully I shall be leaving them very shortly. Really, save yourself the grief.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
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Terrible service. Tried to phone them about a router password. After 30 mins on phone I was cut off.
- 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
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Comments
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Probably the worst broadband provider in the country. Ended my contract on 27 Aug when told router must be returned within 30 days or would be billed £30.Sent 5 emails, 2 phone calls and a chat before I received the bag & label to send it back although both phone contacts promised to arrange a delivery. Further month payment taken over a month after contract ended leaving a credit balance of £21.Now middle of October and have just been told that nothing has yet been done to return the over payment and it will be at least another 10 days before I receive it.
- Location
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- Location
- BARROW-IN-FURNESS
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
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Whilst the staff are helpful and considerate the overall experience has been dreadful. Moved provider on the 5th November but didn't get broadband connected until evening of the 10th. Since then it has been patchy or non existent. I have found it very stressful.
- Location
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- Location
- Worksop
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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Disconnection problems since start of contract. They do not respond to e-mails and will keep you waiting on the phone. Awful company
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2021-07-26
- Comments
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I left early, paying them £150 exit fee for them to **** off. A guy came to the door last year offering a broadband and energy deal - the broadband price didn't get credited and I send weeks and weeks trying to convince shell that this guy came round and offered us a better deal, showing proof and being assured it would be sorted. No luck. So a year later I finally caved and they can **** right off.
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
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I was with the post office, then she'll toothpaste over, now extremely slow, rarely able to use laptop, can use mobile which is better than it was this was due having a replacement rooter, buti gave up hoping for better, also they changed my number when they gave me new rooter, now I find I'm ex directory, no one can now find my number as they no longer add the number to the directory, not a service they offer according to customer service I rang today, can't wait until my contract is up, they are appalling.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-10-08
- Comments
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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
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- Location
- Broxburn
- Reviewing
- Shell Energy
- Date
- 2022-10-12
- Comments
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Stay away, horrible customer service from shell. Website crashes all the time. I was waiting for 3 months to get internet connection!!!
Not recommended.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
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My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.
I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.
Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.
I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.
The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-26
- Comments
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Service should have started two days ago, but couldn’t because I wasn’t sent all the kit needed for the hub. Because of bank holidays I’ve got to go x5 days with no Wi-Fi or to. Honestly, find another Supplyer.
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
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Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their 'premium router'. Due to daughter needing to access internet for uni work I requested to leave. Full 18 month contract amount taken from bank account. Complained to Ombudsman and no action taken...Shell do NOT need to provide or assist with macbook connection - only connection we could maintain was with a regular laptop that was not Apple...all macbooks continually could not connect to the 2.4 or 5g wifi...advised to purchase 'mesh' products. Part of Ombudsman decision stated "Shell hasn't acted unfairly by charging the full amount" also, Shell Energy "did its best to help troubleshoot the issues" I was experiencing. Unbelievable.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-08-26
- Comments
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I have renewed my contract. The new one starts before the existing contract expires. I've been contacting Shell Broadband to correct the issue but all I receive is an automated acknowledgement.
- Location
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- Location
- Shanklin
- Reviewing
- Shell Energy
- Date
- 2023-01-26
- Comments
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Agreed £17
Bill raised to £27.+
Impossible to call or discuss when finally get through speaking to different people. Their internet not working so can't help
We are both elderly and disabled and only need internet for forced online stuff we don't want to do!
Stress stress stress ! Theft of our money !
We are entitled to social tariff and it keeps being ignored
- Location
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- Location
- Whitstable
- Reviewing
- Shell Energy
- Date
- 2021-05-09
- Comments
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completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2019-02-16
- Comments
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Not too bad until you decide to leave.£15.00 cease fee and £35.00 charge if you don't send their router and wires back within 30 days.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Comments
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This review is regarding my dad's broadband with Shell which was migrated over from the Post Office. He s elderly (90 years) and hard of hearing. He asked me to call Shell to query a charge of £10 which was listed as alternative method of payment (despite £38 taken by DD for the broadband package). I called them one day and was fortunate to get through after 20 minutes but was refused any dealings as it was not my account. So I had to visit my dad and called them whilst there BUT nobody answered the phone (45 minutes). What a waste of everybody's time. They kept playing same monotonous message of how busy they were. Yet earlier that day, I was HOUNDED by 5 phone calls from them (as I am myself with Shell energy) wanting me to install a smart metre. They clearly had the sales force on the prowl but not having enough bodies to deal with queries. Shame on them. Now I am in catch 22 as I cannot speak to them unless I am at my dad's, yet when I am there the phone may not be answered.
- 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
- 2021-07-29
- Comments
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Truly dreadful in every sense. The download speeds were very poor, far worse than PlusNet, despite 'targets' being higher. Being with PlusNet and Sky for a number of years, we made the mistake of switching to Shell, and have we regretted it! The upload speeds were so shocking that we have had to use mobile internet hotspots to function. Despite wanting to exit in the first month, we have had to pay hefty termination charges. Do not go anywhere near them.
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Post office customer transferred to Shell energy. Customer service is terrible, by far the worst I have experienced in any company. Called but no answer after an hour of waiting, live chat had no response or automated responses, messages them using messenger which got a reply every 4-6 hours and eventually got a call from customer service. Agreed a price of £21.99 a month + £30 good will payment for difficulty in contacting them. My next bill they took £37.00. Refused to refund so I told them I would leave. Was still in cooling off period so arranged with BT. Now shell energy have sent me an email saying they want me to activate my new account and have set up another direct debit. Avoid them at all costs. Maybe cheap but quality is poor
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2020-11-16
- Comments
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Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends.
- 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
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.