1,452 Customer Reviews over 37 pages
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Comments
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Worse broadband network ever, avoid at all cost, the network is not fit for purpose,
- Location
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- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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A truly dreadful company. Appaling customer service. How is it possible for a company to be this bad. An hour on the phone for a bill enquiry(Still not solved) Will be leaving when they,if ever,eventually answer the phone. Avoid.Get your broadband elsewhere,
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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Avoid at all costs. What a disgrace of a company, we were sold this wifi as part of a deal when buying appliances from Currys. The cheapest in our post-code apparently, and feeling pressured on the spot that this was the fastest wifi in our area we stupidly agreed to shells wifi. 3 times in 7 weeks we have had to have an engineer out to “sort” the same reoccurring issue. Wifi works fine for a few days and then gets cut off down to nothing, takes over and hour to speak to somebody from customer service just to be told that you need to restart the router..lol. Very unprofessional to also be told “can you not ask a neighbor to use their wifi?” Because i work from home. First of all we pay to have our own working wifi and secondly who in the right mind even says that to a customer who should be getting what they pay for!! Awaiting for complaints team to get in touch so I can cancel and start with a better much more professional provider where i hopefully wont have to worry about my wifi being cut off an hour before i have to deliver a presentation! If i could rate them 0 stars i would.
- Location
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- Location
- Llandeilo
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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I have been transferred from post office to you since January 2022 , it is an online account and therefore I need online access, every month I am forced to open the account on the net as the app is useless and does not recognise me no matter what I do , even when they send me reset links the do not recognise me so I am forced to reset my original password to my ORIGINAL password? To access my stupid account , then when you get onto the account the end of contract date is not displayed surly this is against the law as the price rises if you miss a chance to change the tariff??? , then I try ringing the customers service team explaining all this rubbish to the to put me on hold and cut me off , they are useless, I will be leaving at the end of my contract as the don’t give a hoot about customer service , I have informed you “shell “ as you do not put in writing the end of date contract and the difficulty accessing my online account , if I miss this I am not going to pay the extra charge and as you don’t have access to my bank account best of luck getting it from me , in fact until you make my online account easier to access I am not paying you in future , let’s see how long it takes you to sort it now , I can bet it will be with the utmost haste now .
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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This company it's bad end of contract didn't tell after finish pay off finals bill 2 months later ask you to send router back if not return charge £35 very rubbish service
- Location
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- Location
- Newent
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-10-08
- Comments
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I had no problems with the Post Office broadband. Since it's been with Shell I've had multiple dropouts. I've had several engineer's visits and poor cutsomer service. I'm supposed to get between 35 and 45 Mbs speed but it drops to as low as 11 Mbs. I complain and it's raised to 36 Mbs and a few days later it starts to creep down. I then have to spend the best part of 30 minutes on the phone trying to make contact with customer services, sometimes getting cut off during the wait and then ..... start all over again. They're cheating me and robbing me of the service I'm paying for. It's a breach of contract and now, after several weeks, I shall make my formal complaint to Ofcom
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-10-08
- Comments
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After Shell took over Post Office I switched due to terrible connection, lack of customer services and increased rates. I returned the router but they still want to charge me £35 and not refunding my credit despite several emails and phone calls. It is dreadful and sad that an energy giant is meddling with people's money for few pounds
- Location
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- Location
- midlands
- Reviewing
- Shell Energy
- Date
- 2022-10-07
- Comments
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Absolutely awful. Completely messed up our switchover to them, leaving us with no internet for several days now. Spent hours on the phone to their customer service with no resolution. Avoid.
- Location
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- Location
- Princess risborough
- Reviewing
- Shell Energy
- Date
- 2022-10-07
- Comments
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Since I changed from bt I findes the broadband goes off and on . Difficult when my heating works from internet. When playing music one song then goes off nightmare
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-10-06
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Location
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- Location
- Ripley
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Comments
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Shell took over from Post office. I signed up for an 18 month contract at the price given. They have now said that there is a price increase for call charges. I was never notified or agreed to this as I had an 18 month contract at the agreed price. I was charged for a call out after openreach moved a telegraph pole, eventually not applied to bill. Charged for not returning router even though had receipt of posting. Internet speed was below what I was paying for and only recently after the road has been dug up and a fibre cable company have been has the speed reached what I was paying for. Opened another complaint and now told complaint is closed without any reason. Worst company I have ever dealt with. They are not part of the Ofcom compensation scheme and when asked for a 'deadlock' letter to proceed to Ofcom, this has been ignored.
- Location
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- Location
- south Yorks
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Comments
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not a very good supplier, slow to act on my complaint about my phone line being down 3 days}still not fixed}all you get when you ring their number is a computer activated voice but no back up from a real person.
- Location
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- Location
- Ellesmere Port
- Reviewing
- Shell Energy
- Date
- 2022-10-04
- Comments
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Really awful broadband. Pay £28.99 for
download speed of 6.8mps and upload 0.6mbs something there own in house systems acknowledge as true. Had more drop-outs than is 'normal' their customer care inform me. They have offered me free termination of contract which has months still to run. NO REFUND THOUGH. I have lost count of the hours spent on the phone awaiting response on the telephone. Good service... don't bother.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-10-04
- Comments
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I was a happy Post Office customer until Shell took over! They doubled my bills without warning, when I called to cancel they offered to credit my account and gave me a new deal, I only agreed if they stuck to what they promised, next thing i know, they cut me off and started chasing for the money they promised to credit! you can never get hold of them and when you do, they cut you off! I did manage to speak to someone once and she said i was lying! i reminded her the calls were recorded and to go and listen to them, i then got an email saying they have listened to them and i am lying! Now in contact with citezens advice! Avoid this company
- Location
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- Location
- newcastle upon tyne
- Reviewing
- Shell Energy
- Date
- 2022-10-02
- Comments
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Had this internet 4 days now its crashed spoke to a women after 45 minutes didnt seem to know her arse from her elbow going back to ee.
Do not under any circumstances sign up with these clowns
- Location
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- Location
- Farncombe
- Reviewing
- Shell Energy
- Date
- 2022-10-02
- Comments
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I have been robbed of half a months state pension on phoning them because of broadband problems. Took £307.00 from my account without my6 consent and intend to take another £200.00 in October because of same issue. Thieves
- Location
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- Location
- Fairlight
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Location
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- Location
- Khyber Pass
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Comments
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I was with the Post Office for about five years and was completely satisfied. Then Shell took them over and everything started going to pieces. Lots of emails telling me about changes of rules and price increase.
About the same time my line began to regularly drop, multiple times a day. A coincidence, maybe!
I disliked their high handed attitude and when they started offering newcomers much cheaper deals, that I couldn't access, I moved to another supplier.
Six weeks later they told me they wanted their old route back. Unfortunately, I had binned it as it was over five years ol andwas rubbish anyway.
Now I suppose i will have to pay them their 35 pounds.
Note I am not complaining about the charge per se but about their aragance and lack of straight dealing. When I cancelled their service their email of acknowledge ment could have mentioned the router return rule. Big company scrabbling for a few pounds.
Luckily there are so many other broadband suppliers so that I can confidently say I will never need to deal with this awful company again.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Comments
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The most appalling customer service. If nothing goes wrong with your bills then they are fine. But if you need to get something corrected (their errors) it is incredibly bad. Slow to answer, calls get cut off, promises made are not kept. I have spent HOURS on the phone trying to get their errors corrected. AVOID LIKE THE PLAGUE
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-09-29
- Comments
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Without question, every month since the day our broadband was installed, we’ve had issues, but the real issue with these “issues” is that they seem to happen at the same time of the month, every month, for at least 3/4 days. Currently as I am writing this the broadband has had 7 “DSL” error messages today alone. Nothing wrong on our side as we have had people out to check for any issues, and until now he have had absolutely nothing fixed. Shocking
- Location
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- Location
- Dursley Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-09-29
- Comments
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I live in a rural area I always had my broadband with Sky but I made the choice to move to shell energy it was the worst mistake of my life I couldn't only get broadband from shell energy if I wired my TV cable to cable I could not pick up any WiFi on my phone or laptop TV I could not pick up WiFi at all I was left with no WiFi for 2 weeks until I reconnected back to sky who can provide a perfect signal WiFi no problems no issues at all and now shell energy has sint me a bill of over £300 for cancelling their internet within two weeks of a contract in fact the day she'll energy connected live I rang sky that day to reconnect to sky they are now wanting I over 300 pounds of a disabled person I am partially paralysed and house bound they ruined everything for 2 weeks with a broadband service that wouldn't work shame on shell energy my advice IS DO NOT EVEN THINK ABOUT GOING TO SHELL ENERGY SERVICE. I TRUST SKY THEY HAVE NEVER KET ME DOWN.
- Location
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- Location
- birmingham
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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absolutely terrible wifi broadband. when the weathers bad the wifi basically cuts off and stops working. can’t even play the ps4 because all the games lag
- Location
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- Location
- Redditch
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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When it worked it was fine, but customer service is non-existent. Hours waiting on phone, then get cut off, and get hilarious voice message saying we got cut off and please ring back.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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I was a customer of Post Office Homephone and never had an issue with them. Sadly they sold out to Shell and since then things have been difficult! I can't access my bill using my old account details as I was promised so I can no longer separate personal emails from 'business' emails and just recently they put the prices up despite me signing up to a fixed tarrif with Post Office literally a few days before the company transferred me across to Shell.
Logging complaints takes forever to get a response so I am still waiting for someone to get back to me. They say they are experiencing a higher than normal level of contact - I'm not surprised - probably all dissatisfied Post Office customers! Not sure how much longer I will stay with them.
- Location
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- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Comments
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Well Post Office broadband customers all had no choice in suddenly being with Shell Energy. I've been with the PO for 5 years with no issues. Suddenly my broadband is down every day. I have no Netflix, no Alexa, no access to internet other than with my phone contract data. Im using my data to write this review. I have left my customer service rating neutral as I haven't attempted to contact them yet and by reviews I've read want to put that off as long as possible. It feels like the Post Office customers have been well and truly crapped on tbh.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Comments
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Terrible customer service, the likelihood of speaking to someone in less than an hour is close to zero, not to mention if you do manage to reach through to someone they might hang up on you imediately - extremely frustrating!
My broadband has been unreliable and slow since the start of my contract and had to have multiple engineer visits. You have tried charging me for the latest one whereas a fault has indeed been found on the line. Your company is simply trying to steal money from honest people and this is absolutely appalling...
One advice - never sign up with Shell Energy, run!
- Location
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- Location
- Horwich
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Location
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- Location
- Highlands
- Reviewing
- Shell Energy
- Date
- 2022-09-25
- Comments
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Avoid this company.
When you leave them they behave like vile bailiffs. Sending threatening emails demanding router is returned. Then continue to get mire and mire aggressive demanding £35 or else. I returned my router with 24 hours of request but they just continue to send harrowing emails threatening me
- Location
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- Location
- Thornaby
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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At best I received intermittent service usually completely unusable wifi. My WiFi dropped out over 80 times in a 12 hour period. The only thing part of shell energy broadband that works correctly is the billing department. Do not consider becoming a shell customer in my opinio.
They shouldn't be allowed to do business. They expect to be paid for a unusable service. In the last 10 days I've had working wifi for less than 8 hours. Outrageous con job in my opinion. I can not compare them to any other provider I've been with over the years. Unusable wifi isn't being provided with any thing.
- Location
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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Honestly if I could give lower than one I would. Not surprisingly to see so many bad reviews. Pathetic customer service and absolutely useless broadband service. Gets disconnected so many times, it's slow and poor response and even if it is their fault they will not agree.i wish I had never subscribed to it.
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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Absolutely terrible, literally counting the days when I can switch to a new provider, actually makes me miss AOL dial-up
- Location
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- Location
- Uk
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Location
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- Location
- Boston
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
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Shell Broadband just took £35 out of my account for not returning their router. It was returned to them. Never had this with any other SP. They also messed up the closing down of my account which cost me another load of money. The broadband was fine. Customer Service very poor. Decide for yourself if you think Shell is the best available - I didn't, so I moved to another company.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
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The problem with Shell isn't the speed/reliability of the broadband, it's the problems you have when you want to leave.
They will make an almost-blind charge of £23.99 for your router. They supposedly give you an opportunity to return it at the end - but they won't provide return labels, albeit they say they will. You'll have to chase but they will not arrive. I suspect this is because they don't want the routers returned as they won't be able to re-issue used routers for new customers; they will only have to discard them. I called on several occasions and every time I spoke to a Rep I asked that they send the return label via email whilst talking to them, but they all refused to do this. Rather they disappeared for extended periods to talk to a manager. This was obviously because they didn't know how to handle a request they couldn't honour. They have all been instructed to tell customers that the return label emails will take time to send which is a nonsense. It would be a simple email with a label attached, so no reason whatsoever for a delay. There is no formal complaints system which Shell are obliged to offer and customer service (as such), is nothing more than a call centre of staff who provide the misleading Info they have been instructed to give.
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
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Gave them 27 days notice of change of address, when I wasn't connected on day 28 I called them only to be told there is a provision problem and would have to wait a further 10 days. Nobody contacted me in the 28 days to let me know there was a problem, instead they waited for me to call them. Asking for a refund of debit order (they actually billed me for a service they couldn't connect) I was told I need to wait 3 weeks. All of this is due to their incompetence and lack of customer service. Don't even try to speak to manager or team leader, you have better luck summoning your gran from the dead.
- Location
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- Location
- Clacton-on-Sea
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
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I have been trying to sort out a new phone deal with Shell Broadband for my 87 year old mother who is nearly blind and does not need any broadband as she would not be able to use a computer. All she wanted was to use her phone. I have spoken to customer services three times each taking around 45 minutes to get through and then being transfered to someone else !!! It took three different conversations with customer services on different days before I was able to get the new contract and having to drive a round trip of 100 miles each time as they have to speak to my mum to confirm things. I'm far from impressed with their customer services. This could have been dealt with on the first occasion when the package was cheaper !!! My own broadband is with John Lewis. Their customer services took under 9 minutes from initially dialing the number and renewing my contract. Perhaps I should cancel mum's shell contract !!!
- Location
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- Location
- Scotland d
- Reviewing
- Shell Energy
- Date
- 2022-09-22
- Comments
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I can't give 0 so I give 1 star in all categories. Shocking, dreadful, awful service and they don't seem to care!! Really dreadful broadband service too. Nothing to commend this provider and trying to get in touch with them? Good job I am persistent!! Do NOT put urself through the stress of dealing with this company.
- 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.