886 Customer Reviews over 23 pages
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- Location
- Reviewing
- Shell Energy
- Date
- 2018-01-12
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
- Location
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- Location
- somerset
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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what words can i say about first utility, well i was paying £18.99 a month for broardband when i left first utility energy my broardband went upto £23.99 for a servive that was well below par.
- Location
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- Location
- Dumfries
- Reviewing
- Shell Energy
- Date
- 2021-12-06
- Comments
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Customer service good if problem fixed first call. Otherwise its nightmare I have to run around switching broadband Internet to connected off
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
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Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-12-24
- Comments
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I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
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Had this for 4 days absolute rubbish, did live chat to cancel...she was very nice....informed I’d have to pay £306 to cancel. Even though it’s not fit for purpose. Told them I’ll cancel the direct debit and pay £10 a month. Angry doesn’t cover it!!!
- Location
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- Location
- Prestatyn
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Customer service is very if not impossible to get hold of,
Don't go with these guys...
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
- Location
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- Location
- Welling
- Reviewing
- Shell Energy
- Date
- 2020-12-19
- 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
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2021-11-06
- Comments
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Hub only works in the room it is in. Terrible signal, and customer service aweful. Don't buy this product or deal with shell energy broadband if you want good service
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2018-07-21
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-09-11
- Location
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- Location
- Airdrie
- Reviewing
- Shell Energy
- Date
- 2019-09-30
- Comments
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This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-03-19
- Comments
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I normally switch broadband regularly and never automatically renew. Shell Broadband is the worst I have ever come across. The broadband was not too bad until Feb 2021 when they claimed to have upgraded it and its gone worse.
My contract with them ends in May 2021 and today they tell me I have to pay a cease fee for ending the service even if I end it after my contract has ended. This is daytime robbery in my opinion. They are penalising me for leaving them. This feels like its aimed to deter people from leaving them and its unfair. Are we supposed to stay with the company for life or else we incur a penalty charge? Ridiculous!!!!
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2018-10-18
- Comments
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Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
- 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
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-10-15
- Comments
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I don’t have the service yet but simply ordering it has been ridiculous - do I need an engineer, do I not, days and days between anyone picking up the actions on the account including delaying actions until my cooling-off period is over so I can’t cancel. Now looking at an activation date weeks after it should have been if they’d either accurately found out my active line status in the first place, or joined up contacts to me and acted on them quickly. At least most broadband providers wait until you’re actually a customer to let you down. Avoid.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-03-25
- Comments
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Don't use this company. Their customer service is appalling. If you have any problems or issues they won't help you. As soon as you've signed their contract, that's it, they are not interested. Shell got my order wrong and I ended up with the lowest broadband speed and not the 'plus' service. Unfortunately, I didn't realise as I have brain fog from chemotherapy and now the 14 day 'cooling off' period has passed. They won't put it right for me. It wouldn't take much effort to give me the broadband speed I thought I had signed up to. They made the mistake in the first place; my only crime is that I didn't spot that when they sent their confirmation email. Where are the companies whose attitude would be: "I can see a genuine mistake has been made here, even though the 'cooling off' period has passed, I can change that for you"? It really is no skin off their nose to rectify this. They just don’t want to. In fact, the customer service person I spoke too, made it clear it was my fault as I didn’t check their confirmation email properly. Try living with a terminal cancer diagnosis and let me know how many things slip your mind. Next stop, Facebook, Instagram and Google.
- Location
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- Location
- Duns
- Reviewing
- Shell Energy
- Date
- 2021-07-02
- Comments
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Literally the worst and most expensive boradband provider I have ever had the misfortune of using. Terrible and rude customer service. Huge expense for the new router. Drop outs are endless. Dont even bother trying to explain anything to the staff as they are terribly rude and offer no help. If I was them I would stick to destroying the planet by drilling for oil. DO NOT go with Shell.
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2018-12-05
- Comments
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On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't.
I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!?
Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill...
I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added!
Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!!
So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!!
I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming!
Disgraceful company!
- Location
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- Location
- Beds
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
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Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.
- Location
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- Location
- Chester
- Reviewing
- Shell Energy
- Date
- 2020-04-28
- Comments
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Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks.
- Location
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- Location
- CHESTERFIELD
- Reviewing
- Shell Energy
- Date
- 2022-05-18
- Comments
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Awful company! Took over post office broadband and in the process left my Grandmother with no phone or broadband whilst still charging her, then had the cheek to demand her old post office router is sent back. Now with sky and happier for it.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-06-06
- Comments
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Just don’t, 1 week no internet or phone line, multiple calls no one is willing to help or give information, except generic technical problems, wait 48hours until it now reached 1 week. I cancelled my order completely, but apparently need to give them a call again on another day as the one I spoke to does not deal with that situation. So totally useless
- Location
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- Location
- Blackwood
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-25
- Comments
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I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
If I could give them a minus star review it would be minus ten!
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-06
- Comments
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I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
- Location
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- Location
- Eastbourne
- Reviewing
- Shell Energy
- Date
- 2020-07-20
- Comments
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Never ever have shell broad band . Very poor speed constantly dropping and when you report they send someone out who can find nothing wrong but customer service is always very sorry they can see how bad it is ..then they have the nerve to take £65 from your acc 3 months later saying they could find nothing wrong and they didn't let me know they were taking it ..so someone somewhere us lying BE WORNED NEVER EVER TOUCH SHELL BROAD BAND...
- Location
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- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.
- Location
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- Location
- swindon
- Reviewing
- Shell Energy
- Date
- 2019-05-16
- Comments
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I applied for broadband with shell not yet been on line as they have gone pass their date for me to be up and running and still nothing . when I call them I am told give it another day call back tomorrow .the router shows no broadband connection . 3 days still waiting and have to call them back again no good service sorry I joined them with their false advertising
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-20
- Comments
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It has been 20 days still no internet nor has the order even been confirmed.
I'm stuck in the middle, they won't cancel the contract nor set me up.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2017-09-08
- Comments
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Awful! Half the speed I was getting before, terrible customer service, just constantly tell me 'that's not possible!' Won't let me out of contact despite my complaints from day one, including the fact they never gave me a copy of contract! Apparently, I should have read it in its entirety and memorised it. Been a customer of theirs for many years but as soon as my contract is up, I'll never use them again.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Location
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- Location
- BIshops Castle
- Reviewing
- Shell Energy
- Date
- 2022-06-27
- Comments
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Since moving onto Shell from post office broadband.
Had terrible service and charged 7 pounds more èven though I was told it would not increase .
Just lost my husband to cancer and this week end Shell broadband rang me and said my contract ended March so it will cut my service 25th July ho find yourself another provider . Two days earlier I spoke to them and it was agreed a new contract 1 months free and 19.99 a month. I agreed to wait 2 weeks so this call set me back a bit at the week end . Heartless they were . Hope they fail soon
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
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Wifi is fast, but drops out at least every hour. Router stays green but no internet to any devices. Customer service has been abysmal. Advised that wifi was not guaranteed and because it was still providing a service via ethernet, it was not a problem. Over 2months on, they are now sending a booster which may solve the problem, but was not required with my previous provided. Definite issues with Shell router software.
- Location
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- Location
- Sidcup
- Reviewing
- Shell Energy
- Date
- 2021-06-28
- Comments
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Customer service appalling. Broadband reliability non existent. Patronising customer service
- Location
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- Location
- Chatham
- Reviewing
- Shell Energy
- Date
- 2020-08-27
- Comments
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If you have any other option then better chose them over shell energy as they are just time waters and does not care about customers at all. As shell energy is relatively new broadband provider I decided to give it a go. I was waiting for broadband to be up and running and even received a router. Then I received the email that my order been cancelled???? I got on the phone with them immediately and had to wait over 40 min on hold to be told that they cannot help and the best I can do is to place the order again and hope(?!) that it will not be cancelled next time. I have already waited over a week and I said I would like to log a complaint for them as a feedback and to improve the system that is wrong and disappointing for customers but lady said she will not do it as there is nothing else to be done(?!). Honestly I wanted to be their new customer but with this attitude and lack of care I would not recommend it to anyone.
- 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.