1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-18
- Comments
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I can only agree with all the other negative reviews - AVOID!!! I had been with Virgin Media for more than ten years, but unfortunately had to switch as they don't provide my new area. Shell customer service is the worst, a bunch of useless call centre employees who are not in any position to make changes/cancellations etc. but forward your request again and again. They confirmed by email that they would push back my activation date, but I then received an email a day before original activation date, that my service would go online next day. I called them (finally getting through after 20 minutes) only to hear that my request had been rejected, but they couldn't tell me why. They also could have let me know instead of me calling them to find out (even though they had confirmed by email)! I then asked to cancel my contract within the 14-day period I was allowed to do so as I wasn't even living in my place yet. Request rejected as well! What a joke!!
- Location
-
- Location
- LEEDS
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
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Please avoid if you eventually get through to them on your mobile which can be over half an hour its at your cost for a multi million pond profit company very very poor if I could get out of my 18 month contract I would be be like an a Olympic sprinter of the starting blocks
- Location
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- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2020-01-09
- Comments
-
********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-05-15
- Comments
-
Waste of time. The only phone line that answers is the sales one. Poor speed, unreliable connection, then we agreed to upgrade to fibre to the door at 1000 mbps only to then find out that what was booked for May 18 2022 gets put back 6 months, no one at Shell has any idea of what we do next.
Our answer is to stop paying and go with BT.
- Location
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- Location
- Hinckley
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
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My mother in law relies on wi fi for various devices like Alexa, so we can call her 100 miles away between visits.
The reliability of wi fi was poor, kept dropping out, she was paying way over the odds £20+ compared to other providers. But the worst was the lack of help upgrading her to fibre, the agents offered to call her but never did.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2018-11-22
- Comments
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Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
- Location
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- Location
- Teddington
- Reviewing
- Shell Energy
- Date
- 2021-12-02
- Comments
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Disgrace of a service. We get decent WiFi coverage only up to 3 metres from Router. Rest is hopeless. Weak signal. Drops out. Unusable unless you want to sit in your hall all day. There seems to be little enthusiasm to help and relying on the penalty clause to stop you moving to a provider who can do the job. This has been the case in two small flats. Never seen such problems in 20 years of buying broadband, Shell should stick to oil. They clearly can’t do this business. Will never use again. Will never recommend.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2018-06-21
- Comments
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Do not move to this company for broadband. We were energy customers of First Utility & thought we’d save money by moving to them from BT. Nothing has worked since. We have had 2 routers & a BT engineer out. The line is fine & the old BT Wi-fi worked perfectly. The Wi-fi doesn’t work, the kids can’t play on the PS4, And we’ve used all our 3G allowances on phone as a result. This has been nothing but grief. We have refused to pay so far & they now want to charge us over £200 for an early termination fee on the contract, for a service they haven’t provided. The customer service just passes you around the houses & any decent company would have the good grace to allow us to move on. The manager is not available to speak and apparently will call us back in 48hrs. The representative told me that she’d tell me the same thing though. Avoid this provider unless you want stress & grief. Worst provider of any service I’ve dealt with. Will also be cancelling my gas & electric with them as a result of this.
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn't.
I've called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I'm on the line for 40 - 50 minutes, most of it 'on hold' waiting to be transferred to their 'Retentions Dept'. On 3 occasions, they've offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
To be fair, their broadband has been reliable, so I've not had to deal with their customer 'service'. Now that I have, I can see why so many others give it a good slagging off.
- Location
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- Location
- Broughty Ferry
- Reviewing
- Shell Energy
- Date
- 2020-05-30
- Comments
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If thinking of moving to shell energy broadband don’t !!! They are totally useless. Despite many phone calls no resolution to their error. Staff especially Ally were useless.
- Location
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- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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Awful, Been charged more than double for last two months, Still unresolved, Customer service online chat useless, Broadband service bad anyway, cannot wait until I leave them.
- Location
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- Location
- Great edstone
- Reviewing
- Shell Energy
- Date
- 2018-06-08
- Location
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- Location
- Swansea
- Reviewing
- Shell Energy
- Date
- 2019-10-31
- Comments
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Absolute rubbish, speeds are terrible was told speeds may vary over the first 2 weeks then was told I could not cancel although I was miss sold the package. I was told speeds would be good in my area but I struggle to run a single device the customer service is terrible and now I am stuck with a £150 cancellation fee.
STAY WELL AWAY DO NOT BUY
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-12-01
- Comments
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I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2023-04-15
- Comments
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BE CAREFUL WHEN SETTING UP SHELL BROADBAND!! Initially I was very pleased with my broadband deal from Shell and had my deal confirmed in an email specifically stating there would be no setup charge. All was set and looking positive but a few days after agreeing the deal, I received an email to say there would be a delay in setup for a few days as an engineer would be required. This was not a problem, I was content with this. A day or so later I receive another email stating that my current provider has informed Shell that I am no longer switching to them and staying with with my current deal and therefore my order with Shell had been cancelled. I contacted my current provider and they confirmed that no communication between the companies had taken place and no such instruction had been given to Shell. I contacted Shell and, as the email stated, my account had been shut down so I spent nearly two hours on the phone re-ordering the broadband package that I had originally tried to purchase. When the order was almost complete and I was being read the charges for the account, a new installation fee of £67 had been added to my bill. I questioned this, as this was not on the original bill. Shell insisted they had no record of the original package fees, so I offered to email the contract details they had sent to me that clearly stated there were no installation fees but they said that wouldn’t make any difference and that contract must have been arranged at a different sales office. They were adamant that the £67 instillation fee would still stand and after being left waiting on the phone for a further 15 mins (whilst they went away to try to find information on the original deal I was offered) I had time to think and felt very dubious about the cancelled account and began to wonder if this was a deliberate cancellation by Shell because they had realised that my instillation would require an engineer and wanted me to pay for it. These thoughts are especially supported by the confirmation by my current provider, that they had not had any communication with Shell. I would have more respect for Shell if they had been honest from the start with the £67 instillation fee should an engineer be needed rather than just a cancellatIon to my account and, in my view, trying to add the fees on via the ‘back door’. If I hadn’t been paying full attention, I could have agreed to this package, with the extra fees and not realised, I was now paying more for the same deal. Anyway, I put down the phone receiver and decided to give the company a swerve. Probably best given the other reviews I have read. If they can’t be honest and straightforward from the start, how can they be trusted?
- Location
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- Location
- Woodcote
- Reviewing
- Shell Energy
- Date
- 2023-03-25
- Comments
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Absolutely rubbish. Can't contact anyone to resolve problems. Wifi keeps disconnecting. Useless.
- Location
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- Location
- gateshead
- Reviewing
- Shell Energy
- Date
- 2018-09-24
- Comments
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been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline numer@first-utility.com) the guy even stayed on the line until router had connected.
anyone who wishes to use own router just go thru to tech and they will assist
- Location
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- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-04-29
- Comments
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Wouldn't transfer my number over so cancelled my order. I switch providers every 12/18 months and have never been told I couldn't keep my number. needless to say I have cancelled the contract and now have to arrange my cuurent provider to stop the cancellation of my current contract and look for another new provider. I won't be signing up with Shell for anything ever.
- Location
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- Location
- Dulverton
- Reviewing
- Shell Energy
- Date
- 2023-12-09
- Comments
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Been with Shell for about 9 months.
I had a fault at the cabinet a while back, I got hold of a lady at the support desk quickly. She found the fault and got Openreach to repair it.
Apart from this it works. Their portal is ok. The price is good.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Having been a Post Office broadband customer for many years ( sometimes not so great either ) the transfer to Shell Energy has been awful, stressful at times and even with computer systems they still get information wrong - left hand and right hand lack communication!
First they had the amount on my acccount wrong after they took over account in December, my online account was never updated till April and even then the amount of credit carried over from my Post office account was still wrong and that was after numerous calls which took on average 40 mins to get through and another 30- 40 mins on the phone for them still to get it wrong or worse say it was sorted out when it was not. I sent them the last statement from the Post Office showing the full amount and asked for a deadlock letter - they finally acknowledged that I had been correct all along! I changed supplier and they last bill I got was correct and showed my account in credit but they have the cheek to charge me a fiver to end my contract less than a month early - the hours I spent on the phone are hours I will never get back!
I have asked them to confirm by email with me the final bill as they will still be due me money so we can agree if it is correct and they then sent an email asking me to return the Post Office router which is 10 years old at least that I had to pay the post office for as it was to replace an old non wireless one - they are welcome to this old dusty bit of equipment if they send a label to return it as they say if i dont return it they will charge £35 - how does that work?
Unprofessional company who i think have taken on too much work taking on extra customers from Post Office and I know of many others who are having/have had same lack of service & are changing/have changed suppliers.
The ratings here also ask for broadband speed and reliabilty - its only as good as the Open Reach exchange and ours is old as the hills! but we still pay almost the same for the service as someone in the town with fibre etc - very annoying.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Comments
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Do NOT go with Shell. I have a small 2 bed flat and the wifi reaches 1 room, and disconnects with every device (and TV) that should be connected on a daily basis. I am now spending every day reconnecting things, resetting the router etc and I can no longer work from home. They also have terrible customer service and wouldn’t allow us to cancel despite the internet literally not working?
Our previous provider was Vodafone and we had no issues whatsoever.
- Location
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- Location
- Dewsbury
- Reviewing
- Shell Energy
- Date
- 2022-07-05
- Comments
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Awful broadband, intermittent connection via ethernet, no WiFi, staff are useless with an algorithm to follow that provides excuse after excuse with delay after delay to keep you long enough to mean Yr contracted in. Avoid avoid avoid
- Location
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- Location
- SE28
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
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The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-12-13
- Comments
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Update on previous review
Now been without broadband for 10 days.
Supposed to be fixed by 23rd December which is another 10 days away.
Not proactive at all in any way shape or form.
Do not go with Shell as your provider whatever you do.
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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Lost broadband services for four days last month due to faulty router.
Currently have had no broadband for four days (and counting) this month due to a line problem.
I'm terminally ill but don't meet their criteria of being vulnerable.
They offered the paltry sum of £3.68 as a refund for being without the service for four days.
I live in a large stone house and the router they provide is not good enough to allow internet access throughout the house. We have to use TP Link plugs to enable internet access throughout the house.
They also give us that "mid-contract" price rise.
Would never use them as service providers again.
- Location
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- Location
- Froncysyllte
- Reviewing
- Shell Energy
- Date
- 2022-02-10
- Comments
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Unable to get WiFi coverage unless seated next to the router.
Internet is dropping on a daily basis and so without access at all.
Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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I have been with Shell B/Band for a couple of months since they took over from the Post Office B/Band and I HATE it!
It is slower than it was, I get “Loading” problems on YouTube - never did that before and whereas it was easy to login to the Post Office website I have had nothing but problems with this lot.
Tonight, in order to see my bill, I made SIX attempts.
Each time I was told that I had entered the wrong address or password.
As I cut and paste my details into the relevant boxes and eventually they work, the fault must be Shell Energy’s, not mine.
The moment I am free to leave this cursed company, I will.
Don’t go near this mob.
Stay well away.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-13
- Comments
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I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!
- Location
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- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Comments
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absolutely appalling WIFI, I've been with shell for 2 years and it feels like a prison sentence. I'm hopefully switching to another company next week or so which I'm relived about. The WIFI is like putting pineapple on pizza and it runs slower than a granny on the way to Tesco. The broadband has a mental breakdown when using more than 2 devices. DONT CHOOSE SHELL ENERGY!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-12-11
- Location
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- Location
- Tickencote
- Reviewing
- Shell Energy
- Date
- 2018-06-28
- Comments
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Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.
Tried to contact with their customer service. After 2 hours on hold, been hanged out!
- 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
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- Location
- Poulton le Fylde
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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DO NOT USE THIS PROVIDER!!!
Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!
- Location
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- Location
- Lancs
- Reviewing
- Shell Energy
- Date
- 2023-05-08
- Comments
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I was transferred to Shell from another provider under contract.
I was with them for over 9 months,I have just left.
Poor customer service,things spoken over the phone are not recorded properly.People you speak with don't always seem very knowledgeable,or particularly friendly.
Massive price hike during contract.
Poor connection speed especially at weekends,although I contracted for a super fast.
Upon leaving threaten with extra fee charge if equipment is not returned when it wasn't even supplied by them.There is no need for this when it is just bined anyway,just another way to make money out of people.
- Location
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- Location
- Mytholmroyd
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Absolutely terrible customer service that won't deal with complaints or agnolage/engage them.
- Location
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- Location
- sutton in ashfield
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2020-04-19
- Comments
-
Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2019-12-31
- Comments
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No customer service and no broadband service. I'm leaving!
Also, just called the cancellation line and they hung up on me straightaway.
This company is a SCAM.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-04-11
- Comments
-
I work 12 hour days so am rarely at home to use the internet, maybe stream Prime or Netflix for an hour or two a night, occasionally Zoom and WhatsApp. I have no other devices that connect and it’s currently a one person household. Changed to Shell and the internet is dreadful. The modem switches itself off multiple times a day losing connection. For example watching an hour show on Prime- usually the modem will restart 3 times. This isn’t buffering - it completely loses connection. I called Shell and they told me they’d book an engineer as there was a problem with the line and I might have a faulty modem. I got cut off at the end of the call, they didn’t book the engineer and I called back. The next person refused to book the engineer and told me the previous person hadn’t followed the protocol and that I needed to take steps to fix the modem myself. They declared the connection fixed, which it was not. They even had the cheek to tell me I was a high volume user and I needed to upgrade to a more expensive package! I then got a call the next day (which was a reply from the email I sent 5 days before) from someone who had not even had the decency to read my previous two calls with Shell, basically told me I was getting the service I was paying for and wouldn’t escalate this to management. Again tried to sell me a more expensive package! I advised I’ve never had a problem with either of my two previous providers with this speed- and asked again how on earth they can classify me as a high user of internet when I barely use it?
Anyway, they haven’t sorted any of this out. I can’t leave because it’s £6.50 a month for every month I cancel plus they charge a £15 disconnection fee when you leave, even at the end of the contract! Surprised it’s not illegal to be honest. Shell is outrageous- one word- AVOID!
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-12-31
- Comments
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Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider ... Shell asked me to return Router or I would be charged £35 ... I Then returned The Router ( at my own expense BTW ) Recorded Delivery , but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them ... Well They have no chance of ever Getting The £35 .. They Can Suck The Back of Them .. Avoid at All Costs .. Shell Broadband is Rubbish ..
- Location
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