1,452 Customer Reviews over 37 pages
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2020-11-04
- Comments
-
I had a problem with broadband speeds and an engineer was sent (with the usual threats, of "if it's your wiring you will be charged") There was a fault on the local box. Fixed and no more problems.Near end of contract decided to change to different supplier who was offering fibre for same price as ordinary broadband with shell. Charged me £0.85p.
So far so good: then received email asking for return of router and accessories, never had that before don't know where they are, be interesting to see where we go from here!
- Location
-
- Location
- Poole
- Reviewing
- Shell Energy
- Date
- 2022-06-28
- Comments
-
The absolute worst company I've ever dealt with .
To use the word useless would be a compliment after what I've been put through over these last few months.
From beginning to end , they've messed up everything.
They took money they shouldn't have , and then told a pack of lies about issuing a refund.
They actually lied !!!
Basically I would call them criminals, hiding behind the name of a legitimate company.
I'm now with Plusnet , and so far they've been great .
Once bitten twice shy .
Shell ain't gonna get their teeth into my hard earned cash ever again !!!
- Location
-
- Location
- POOLE
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
-
It's difficult to sum up in words , just how incredibly
badly Shell Energy take their approach to customer relations .
Basically it simply doesn't exist .
They're obviously not interested in developing any sort of communication between themselves and their customers .
They take money without being authorised to do so .
They conjure up lies that don't relate to the actual facts .
And they break their promises .
And they have the cheek to hide behind the name of a world renowned company .
Obviously Shell have somehow become involved with some tin pot broadband supplier , who has no idea to what amounts to customer satisfaction .
Making this one of the most awful experiences I've ever had to endure, whilst trying to get back money from them , they had no right to take in the first place .
- Location
-
- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2020-04-19
- Location
-
- 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
-
- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
-
This is what happens when you leave Shell.
Broadband contract expired 7 Aug. Confirmed by Shell email 8 Aug.
Further £22.99 taken 31 Aug. When queried told would get refund within 10 days. Did not happen.
16 Sept received final bill with credit balance of £21.94, payable 4 Oct. Told would get refund within 10 days. Did not happen.
13 Oct told refund had not been made because I had not asked for it but I would receive it within 10 days. Did not happen.
25 Oct told refund had not been made because the account had not been closed but I would receive it within 10 working days. Did not happen.
2 Nov told that a manager had approved the payment 2 days earlier and it was cleared for paying.
8 Nov still not received.
I feel that the identical 10 days promises by different employees suggest a company policy not to pay overcharges. Different employees all used different reasons for non-payment. Other comments on Internet review sites indicate similar actions are standard. Twice I asked to speak to a manager but was told that this was not permitted.
- Location
-
- Location
- Port Glasgow
- Reviewing
- Shell Energy
- Date
- 2018-04-22
- Comments
-
Had faster dial-up , the broadband is inept barely works 17mbps.. My arse! Avoid at all costs pay a bit more use uSwitch to find the best deals .. AVOID LIKE THE PLAGUE
- Location
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- Location
- Bucks
- Reviewing
- Shell Energy
- Date
- 2022-07-11
- Comments
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Broadband speed no where near predicted. Broadband service dropped out and cut out everytime we had an incoming call (new provider doesn't).
Left after a year and they owed me money, which I got fed up waiting for and so had to remind them, they said I would get it in 10 days it took nearer twenty.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-09-28
- Comments
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Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!
- Location
-
- 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
- Lowestoft
- Reviewing
- Shell Energy
- Date
- 2023-08-16
- Comments
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As a vulnerable disabled person who is very reliant on a reliable WiFi, Internet service I totally regret signing up with She'll Energy as it's extremely unreliable
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
-
Disgraceful company. Took over my Post Office broadband (I never had a problem in 6 years with PO). Shell cut me off straight away, blamed a cable for it. Made my buy a new router, exactly the same as the PO one. Didn't work. Said I didn't know what I was doing and was plugging it on wrong (!). Still awaiting compensation. Every time I speak to them I have to wait 45 mins on hold listening to their vile music and adverts. They have missed the March billing date for PO customers, so we will be charged double in June. I want to leave but I wonder if they're going to try and ruin my credit record and send the bailiffs round for non payment of non existant bill. The most disgraceful company I have EVER dealt with (including Talktalk circa 2008) and Vodafone. In fact, it's an insult to put those two companies in the same feedback as Shell. I cannot wait to get away from them, and yet I'm afraid to leave. They are pathalogical liars, they say they're going to do something, and just don't. WHy should they, I'm only some crappy PO customer that was forced on them. If only I'd read the reviews I could have avoided the horror of dealing with this vile company. Unless you really are stupid, don't go anywhere near them, don't buy their expensive petrol either. That's all they're good for - pumping gas.
- Location
-
- Location
- Blackburn
- Reviewing
- Shell Energy
- Date
- 2018-09-24
- Comments
-
Terrible broadband connection low speed or no speed. Terrible customer service with watertight contract they will rip your pans off if you leave them
- Location
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- Location
- Swindon
- Reviewing
- Shell Energy
- Date
- 2021-12-04
- Comments
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Trusted the Post Office, who no longer do broadband services, to transfer me to a decent-quality provider. But as soon as the service moved to Shell the quality instantly plummeted, slow and often barely existent especially at weekends. I really wish I hadn't agreed to transfer to Shell but having read the avalanche of appalling reviews I don't think I can face customer services!
- Location
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- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
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Avoid, avoid, avoid
Customer service appalling.
Internet speed useless.
Complained many times during the 12 months I was stuck with them.
Paid in advance so they actually owe me money but they keep billing me weeks after I've left.
Now they say I haven't returned router, which I definitely did. They say they will add £35 to my final bill.
What final bill??
Beware of this scam.
- Location
-
- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2021-03-19
- Comments
-
AVOID LIKE THE PLAGUE!
One year of no or low connection, intermittent connection, top speeds of 0.8 upload and 5 MB downloads.
Appalling customer service - unable to contact them via phone (which is expensive), emails ignored, complaints ignored,no ability to leave contract.
Even after my one-year contract was up, it was impossible to leave! Weeks after requesting that they cease the line, the line is still open and they are still charging me for broadband!
This company is impossible, infuriating and you should avoid them at all costs - don't say you haven't been warned!
Quite how they've won a customer satisfaction award for their broadband in 2020 given the number of negative reviews they've received beggars belief.
I would NEVER recommend Shell to anyone, and would certainly never use them again.
I have had to resolve my complaint through an ombudsman and still have got nowhere weeks after making it.
- Location
-
- Location
- RICHMOND
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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One of the unfortunate people 'sold' by MyPostOffice to Shell Energy. Seamless changeover promised wasn't, was without service for 2 weekends. Emails keep getting 'Delayed Mail' message. Have left several email complaints, only one responded to, to sign me up for a new [allegedly cheaper] 18-month contract, but bill came for old rate. No response when I asked for corrected bill. So very disappointed that MyPostOffice have landed us all in this.
- Location
-
- Location
- cambs
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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DO NOT use this company. you WILL regret it. Customer service is appalling, products are over priced and if you dare complain they'll flex their corporate muscles with intimidating threats. Besides the line ain't even theirs its a BT open reach line. You have been warned!!!
- Location
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- Location
- Mitcham, London
- Reviewing
- Shell Energy
- Date
- 2023-11-24
- Location
-
- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2019-12-09
- Comments
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getting through to speak to someone takes a minimum of 35 minutes and they charge you for this which is £2.85 each time. They do not do anything they say they will do, so basically avoid them at all costs!!!!!!!!!!!!!
- Location
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- Location
- Rustington, Sussex
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
-
Beyond useless. Broadband keeps disconnecting, cannot get any help or advice or a resolution as unable to ever get through to customer services. Hours, and hours or trying. AVOID AT ALL COSTS.
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
-
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
- Sussex
- Reviewing
- Shell Energy
- Date
- 2020-02-09
- Comments
-
Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out.
Customer service was basically a fifteen minute phone call that resulted in them suggesting I turned it off and on again.
AVOID AVOID AVOID
- Location
-
- Location
- Lewes
- Reviewing
- Shell Energy
- Date
- 2017-12-16
- Comments
-
Customer service is fairly good and helpful, however, customer service should be low down the list of desirables as ideally you shouldn't need it. Speed is ok. The biggest let down for First Utility is the frequency of broadband outages and disconnections. In terms of reliability they are appalling. This is why I have rated customer service quite high as I often need to contact them to ask why I have no connection!
Overall impression ... steer clear. Very unreliable.
- Location
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- Location
- Cheshire
- Reviewing
- Shell Energy
- Date
- 2023-12-17
- Comments
-
I’d give minus stars!!
I’d give minus stars!!!
This company are scammers and a joke! I was originally with post office and then they automatically switched me over to shell energy! The first thing I will say is the internet never worked it was the worst internet I’ve ever had in my 30 years! Anyway it’s £25 per month so u get what u pay for really! I rang to change the direct debt details as I had changed banks, I was told this was done but it hasn’t been, therefore they charged me a direct debt return amount! I rang again and they told me that I owed money for a month on the account which was 3 times what I had normally been paying! I was happy to pay the monthly amount but they wanted £80 for September only I looked at bank statements and I was all up to date with payments and they were not having it, they said I was out of contract so I signed up again to a similar amount to what I had previously paid. 15 days later (just out of cooling period) they tryed to take the money from the old direct debt again (incompetent) I just told them I would cancel as the new contract hadn’t started yet and wasn’t due to be paid untill 20 days later, they said I would have to pay a cancellation fee, now this really f me off as it wasn’t my fault they didn’t change direct debt, wasn’t my fault they hadn’t contacted me to say my contract ended, and I didn’t even sign up with shell energy in the first place, now few weeks pass and they have sold my debt of £80 which should of only been £25 onto a debt collection agency! I then received threatening messages from shell energy by text by email by letters, so I paid the outstanding balance which was £200 (cancellation fee) I have no 3 months later received another email to say I haven’t sent the routed back to them and now owe them more money, I didn’t receive anything to send the routed back, after paying out money I shouldn’t of had to right before Christmas they are now changing me for the router aswell this company is a joke and can not do simple tasks or communicate with there customers leaving the customer out of pocket and distressed AVOID THIS COMPANY
- Location
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- Location
- County Antrim
- Reviewing
- Shell Energy
- Date
- 2023-02-13
- Comments
-
Absolutely appalling service.
Inept customer service that pass you round in circles.
A product that doesn't work relaibly and a router that drops the WiFi completely in the next room.
Avoid this company and product at all costs.
- Location
-
- Location
- great haywood
- Reviewing
- Shell Energy
- Date
- 2019-09-25
- Comments
-
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
-
- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
-
My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible.
4 days later open reach have attended and my line is fine, now ringing customer service at this point consists of being hung up on several times, being rudely advised I don't understand the royal mail strikes, being told that Shell won't even consider me sending a courier to collect a new router, let alone them send it via a different courier, so that new router I suggested 4 days ago is going to make its slow journey to me only now.
Complaint made, call handler was actually understanding unlike her other colleagues. I have had a credit made to my account which is great. However 11 days of no broadband later, new router is here and it's not working again, not even attempting to connect and yes I call Shell and I get through easily enough and tech guy understanding and pleasant but it's been 11 days without any service and Shell are just going to send yet another router in the hope that I have had just been extremely unlucky with my routers and a third one will do the trick. So day 11 of no service after only joining them less than 6 weeks ago. Man I wish I had stayed with Vodafone now, dam cost of living trying to tighten my belt and save a few quid, well it has certainly backfired!!!!
If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don't value the customer and their service is absolute garbage. AVOID AVOID AVOID
- Location
-
- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-10-14
- Comments
-
Stole me from post office broadband without warning...doubled my bills paid them 300 in 3 months which they took fir one thing or another they kept cutting Me off..asked to start a new contract was promised a phone call back the next day
- Location
-
- Location
- North Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-08-23
- Location
-
- Location
- Yarm
- Reviewing
- Shell Energy
- Date
- 2022-05-03
- Comments
-
Installation date 25.04.22 speed good and that's all.Loose connection more than 6 times a day from Shell Router. Customer service poor generic and unhelpful hoping to keep you until the cooling off period is over. Have cancelled my contract as connections are now intollerable over 2 dozen today.What is the point of even paying 20p for such a terrible service.
- Location
-
- Location
- Yarm
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Yes totally agree.Shell unable to provide a reliable connection and let's compare with buying a vehicle and it breaks down every 15 minutes. Well not one person would keep it and if within the first day this was a regular feature then it is unreasonable to expect that customer to continue with that dealer or service.
- Location
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- Location
- Hemel Hempstead herts
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
-
No problem with post office but once shell took over speed down 30 to 45 minutes on the phone to get through they cant help you put you onto someone else phone goes dead teriable firm will be looking elsewhere
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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Shoddy router was and still is my issue - used another router and disconnects and speed issues have for me gone away (Ive gone back to the one I was given by Vodafone). Just for Information I don't use wifi from router as I have separate mesh for that.
Its odd though as seems the router has half decent reviews so maybe crippled some other way
- Location
-
- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2022-05-10
- Comments
-
only gave 1 star as no option for zero
shocking service wouldnt reccomend cant wait to leave
took over from post office in feb and had nothing but issue and bad service since
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2023-08-20
- Comments
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There are some dreadful reviews here but I can only say it as I’ve found. After a couple of weeks of drop outs (which didn’t effect my broadband only my printer), they sent me a new router which was fine, I happened to mention I had a weak signal in my garage and they sent me two Deco Mesh units free of charge… I get 57 meg all over the house including the garage, all for £23.99/month, so overall I’m happy, I’m on a two year contract, I don’t think I’ll be paying the £45/month after the initial two years, I’ll be shopping around to see what’s on offer!
- Location
-
- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-02-09
- Comments
-
Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
- Location
-
- Location
- Hexham
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
-
Somehow we got disconnected after we paid the bill online. We usually pay over the phone but it would not let us. We have rang and were told it was a fault on their end. And to wait the usual 24 hrs blah blah, 24 hours has nearly passed and just to see what's going on we have rang again, only to be hung up on and no further info. Absolutely appalling, and receiving out next predicted bill during this time, oooh do one
- Location
-
- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-05-10
- Comments
-
We are among the customers transferred to Shell from the PO and NEVER have we experienced such awful service. They do not answer the phone, they do not reply to emails except to say that it could take longer as they are receiving so many - not surprising if they treat all customers so badly! Can't wait to change to another supplier but Shell want to charge £78 as our contract does not expire till September. They do not send bills yet still take payment from our account - is this legal?
- Location
-
- Location
- James
- Reviewing
- Shell Energy
- Date
- 2018-03-11
- 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.