1,452 Customer Reviews over 37 pages
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- Location
- St. Helens
- Reviewing
- Shell Energy
- Date
- 2022-10-26
- Comments
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Terrible Service for just about everything! Experience frequent "drop-outs" and very slow speeds.Intetnet radio disconnects.Extremely bad customer service. Take far too long answering calls only to be disconnected. Unable to view bills and make amendments FOR MONTHS. Definitely not recommended even at their competitive prices.
- 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
- Newent
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Location
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- Location
- Chester
- Reviewing
- Shell Energy
- Date
- 2019-12-20
- Comments
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I don’t usually write online reviews but wish to try save anyone else from purchasing WiFi from shell. It’s frustratingly slow and CONSTANTLY drops out. I previously had sky internet and had no issues - lured by the shell deal unfortunately. I live in a small apartment and watching tv in the bedroom a few metres from the box is impossible - Tv works perfectly fine when I stream programs using my 4g which I now have to do all the time. Also the cancellation period is 14 days after you start the contract but you won’t get connected to the internet for at least 14 days! Brilliant!
- Location
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- Location
- Heckmondwike
- Reviewing
- Shell Energy
- Date
- 2020-09-22
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-03-10
- Comments
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Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Lost Internet for a whole week with no fault my end. Phoned for a refund and told it would have to be approved first. No refund came.Have nothing to do with SHELL INTERNET.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2020-10-29
- Comments
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Terribly unreliable and very low upload speed. Never had issue with BT. High cancelation fees would avoid
- Location
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- Location
- South Wales
- Reviewing
- Shell Energy
- Date
- 2020-12-17
- Comments
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NOT FOR THE DISABLED OR VULNERABLE!!!
I took a gamble with Shell Energy a year ago after some 10yrs with Talk Talk. What a disaster! The router is a Tuppeny halfpenny thing which had to be upgraded immediately. The internet speed has been OK, but wait till you have a problem!
The support staff are technically incompetent and will subject you to half an hour of TOTALLY irrelevant questions. When I reported no dial tone but that my internet was working I was asked what model of router I was using??? I had already explained that I had removed the faceplate of my BT master socket and had plugged a brand new phone into the then only remaining socket in the Master backplate!! Grrr! Yes, I can see how it would be important to know the model number of the router that was now disconnected and sitting on my workbench, what a bunch of idiots!
HOWEVER...... the worst part came when they identified a fault on the line but said it would take 48hrs just to get a response from the engineers. When I asked to get the job marked as urgent the support rep refused, despite me advising that I was registered disabled and vulnerable with my local council and utility companies. Three times I asked and three times I was refused. I then lodged a complaint with the adviser and was told it would be investigated. Following morning I get an email telling me the case is closed! My internet is still running at half speed and I still have no voice calls! Yup, case closed, if you want my advice (which is why your here I assume), run for the hills or rely on smoke signals rather than sign up with Shell Energy for your broadband and phone!
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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It is beyond absurd the way this company have treated me. After dialogue with this company about renewing my contract I was assured on multiple occasions that the new rate was in place however they continue to charge me at my old rate hence the multiple staff members I have spoken with simply did not do their jobs as they assured me it was changed yet it has not after multiple assurances. What kind of company employs staff who are simply not doing their jobs and lying to customers? I will now seek legal advice in relation to consumer rights as this company is simply not providing what we have agreed upon in the terms of our agreement. Truly shocking in this day and age that a company treats a customer like this.
- Location
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2021-12-20
- Comments
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Useless company want to double my bill after 8 months with them customer services totally crap cut me off twice when I found another supplier they want to charge me £118.76 to terminate contract they can do one do not touch they are useless
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-10-16
- Comments
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I regret switching to Shell. Don't do it.
1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.
2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.
3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-02-22
- Comments
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I was changed from the post office and received a bill from shell I did not recognise.have emailed the times with no reply.this looks like the worst public relations I have seen.keep clear.
- Location
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- Location
- Camberley
- Reviewing
- Shell Energy
- Date
- 2023-01-10
- Comments
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Changed from SKY frpr broadband and telephone. from day 1 some callers to my landline got the message "This number does not exist" Shell were unable to fix the problem and after 4 months I went back to SKY. To add insult to injury Shell employed a debt collection company to chase me for £35 for the failure to return their router !!! unbeliveable
- Location
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- Location
- Huddersfield
- Reviewing
- Shell Energy
- Date
- 2020-11-23
- Comments
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One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router.
- Location
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- Location
- york
- Reviewing
- Shell Energy
- Date
- 2018-01-26
- Comments
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changed from one bad provider got one just as bad have contacted First utility about the speeds etc, waste of time, paying for some thing I am not getting very, very disappointed. going to change provider when my contract ends soon, would not recommend this service.
- Location
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- Location
- york
- Reviewing
- Shell Energy
- Date
- 2018-01-27
- Comments
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I feel that I am getting a raw deal paying for 38mb only getting 13mb staff don't have any answers I will not renew my contract with them when contract ends. (RUBBISH)
- Location
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- Location
- Droylsden
- Reviewing
- Shell Energy
- Date
- 2021-12-07
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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Shell is a terrible company admin wise...they don't provide customers with confirmation of over the phone 'bartering' when customers consider leaving. My first year monthly charges were £23.99 but I managed to negotiate £21.99 for the next year. That was simple enough to me...but not Shell - who continued to take £23.99 off me until I pointed it out...then the £21.99 suddenly became £22...every penny counts Shell....if you had integrity it would be better, but you obviously don't. I finished my account on the 12th September and am still waiting for a refund cheque as I had to give proof of postage for the router...appalling treatment of customers.
- Location
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- Location
- Carmarthenshire
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Broadband went down at 10pm last night.
It briefly connected this morning but has been off now since 10am.
Despite saying c/s is open between 9am and 6pm on a Sunday when I called was told they are closed.
Abysmal service
- Location
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- Location
- Finsbury park
- Reviewing
- Shell Energy
- Date
- 2018-07-06
- Location
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- Location
- Bury st edmunds, suffolk
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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My internet connection was absolutely appalling, it kept disconnecting from the internet to the point that after *many* phonecalls to Shell they sent out an engineer.
The best he could do was to make a second frequency available to connect to and that kept dropping off too!
Do *not* go with shell if you want a good internet connection!
- Location
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- Location
- Paisley
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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STEER CLEAR. My biggest regret is not checking reviews before getting broadband with Shell. The most incompetent customer service I've had the misfortune to deal with. I had a postoffice phone only account that was out of contract. Shell bought PostOffice service. Nov2022 I changed out of contract to a phone+broadband contract. Shell failed to provide internet. I cancelled within cooling off period and asked to revert back to phone only contract so I can find a new provider without incurring exit fees. Mar2023 Shell are still charging me for phone+broadband, still not providing broadband and have me in a fixed contract and still have not put me back to original phone only account. I've spent 9 hours on the phone to their customer services and technical department spoken to multiple people, repeated my story multiple times and been cut off regularly. They organised an Engineer that did not turn up and said the Engineer was cancelled. And the nightmare continues to be disputed via email. One email response said its OK the charges are the same as what I was paying for phone only! Not the point I have no internet and cant change provider until Shell confirm I can leave eithout being charged.
If you want to stay sain I would recommend not to use Shell.
This has been so stressful I feel cheated I can believe they are getting away with this level of service.
- Location
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- Location
- Gateshead
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Ended account as put up pricing during a fixed term deal without consent and after cancelling and returning router was charged £35 even with proof of postage.
Trying to ring this billion pound company is a joke in itself. 30 minutes to get an answer whilst being referred to the online portal or app - which failed constantly to loan.
Avoid this company like you would Covid.
- Location
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- Location
- Moray
- Reviewing
- Shell Energy
- Date
- 2023-02-02
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-04-16
- Comments
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Awful customer service. I had no internet for a month. I had 4 unanswered emails and had to spend hours on the phone to them. They never called back when they said they would. Complete incompetence. Avoid!
- Location
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- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-12-09
- Comments
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Please do not subscribe to shell they are the world worst company they don't care about you if I could give the o out of ten I would in fact I would rather have piles than subscribe to this lot.
- Location
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- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
- Location
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- Location
- South London
- Reviewing
- Shell Energy
- Date
- 2019-01-20
- Comments
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The broadband kept cutting out so we would have periods throughout the day when internet wasn’t available. This happened nearly every day over the 12 months we were with First Utility. It was also slow. They blamed other households using internet but we have never had these issues with the other 4 providers we have used. So could not receommend this company
- Location
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- Location
- Burbage
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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The broadband won't connect to my phone. Im even in the same room as my router. 6 feet away. All I get is that I've got to buy an WiFi enhancer. It's not there responsibility. An absolute disgrace. The customer services is so shocking
It's an absolute disgrace from top to bottom. People do not sign up for any shell broadband connection It's so poor. You never get what your paying for .I wish I had never moved to them . I've got consumer direct and trading standards on the case
- Location
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- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps - at the time of writing this, it is just 9.59 - going to contact customer services today for an explanation.
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
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My wifi is so shocking and very poor. The wifi justs keeps going down . Customer services is very poor. I'm cancelling my wifi and don't recommend it to anyone.
- Location
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- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
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Got migrated from Post Office to Shell and at first noticed no signifcant change HOWEVER in the last few months had very slow speeds (1mbps or less) and frequent outage. Had an Openreach engineer call, told a problem outside of premises and fixed the problem. Here we are 4 weeks later and have now got exactley the same problem. Have carried out both Shell and Ookla and showing broadband as Talk Talk - thought I was buying Shell but...... The service is absolutely crap so BUYER BEWARE, go to BT/Plusnet/EE - all under same umbrella I'm told and I'll be looking to leave Shell ASAP.
- Location
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- Location
- Corsham
- Reviewing
- Shell Energy
- Date
- 2023-11-01
- Comments
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I wish I had read the reviews before signing up. Broadband is OK so far but we are unable to accepy incoming calls on the landline. The 8th agent spoken to promissed to arrange for incoming calls to be transfered to a mobile but this has not happened. Now told in will take 24 hours. I have tried to explain over and over again that are dealing with 80 year olds with medical issue and that a landlibe is essential. All I get is well that's the system. Asked to speak to a manager but again I will have to wait for 24 hours. Service simply not good enough.
- Location
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- Location
- Great Yarmouth
- Reviewing
- Shell Energy
- Date
- 2023-01-02
- Comments
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Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-09-20
- Comments
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I may have had a lucky escape as I would not give my bank details until i had seen an emailed contract, the first salesman was back on the phone giving it the hard sell, in the meantime I was reading the terrible reviews, and turned them down !
- Location
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- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2019-12-06
- Comments
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Dreadful organisation.Been with them about five weeks.Worst decision I ever made when I chose these jokers for my Broadband supply. Current speed is 0.11mbs. Struggling to open and read e-mails and as for videos, forget it. No landline now for two weeks, with little prospects of a solution.On your heads be it if you make the same choice as I did. AVOID AT ALL COSTS.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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This bunch of incompetent, inept idiots took over my fathers broadband from the Post Office. Due to illness in July I cancelled his contract and was told that 13 days of his monthly fee would be reimbursed STILL NOT RECEIVED. A month later they reopened his account and took £40, raised the issue with them, guess what STILL NO REFUND. On 4 occasions I have requested a returns label to send their router back, guess what NO RETURNS LABEL SENT. They have now charged £35 for the router, which I couldn’t return as they do not have the capacity to do something as simple as send out a returns label. Look for a bunch of incompetent cowboys to provide your broad back, they’ll still be better than Shell.
- Location
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- Location
- Wimborne
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
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Wi Fi kept dropping out from day one. Phone calls to customer services went unanswered after 30-40 mins. Router adjustments made no difference. Finally got pair of wi fi boosters from Shell Energy which helped stabilize the wi fi performance except on my Smart TV which is pixelated on specific stations. I regret changing from previous supplier which was problem free but more expensive . Lesson learned
- Location
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