1,452 Customer Reviews over 37 pages
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- Location
- Maidstone,Kent
- Reviewing
- Shell Energy
- Date
- 2023-02-06
- Comments
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OK when everything is ticking along. Disastrous at sorting out problems--particularly bills!
- Location
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- Location
- hounslow
- Reviewing
- Shell Energy
- Date
- 2021-03-10
- Comments
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Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation
- Location
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- Location
- Portrush
- Reviewing
- Shell Energy
- Date
- 2023-05-11
- Comments
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Couldn’t even provide service -failed. 3 promised dates yet have yet to see service provided. I sat in 10 days for engineer - no dates ever given . If I could give zero stars⭐️I would. They offer £100 to spend in Shell Service Station yet have not computed that there are none in Northern Ireland. They sold off their garages here. Go figure!!!
- Location
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- Location
- South Shields
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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Do NOT use this awful and abysmal sorry excuse for a company
I signed up and had a very slow speed service
I cancelled and moved address in a very short time frame and was just about within cooling off period
They charged cancellation fee which I did not owe so did not pay
They then affected my excellent credit rating by putting £106 cancellation fee debt onto my report
Nasty unfair thieving company with unusable service which kept going out
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2022-08-18
- Comments
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Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can't get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn't help! I just feel they are sitting there having a laugh at struggling customers
- Location
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- Location
- neath
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
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the way you handle the relatives of deceased loved ones when sending a final bill, you make the bill look like people owe you money, you even put on a pay by date, lucky i noticed after paying your company, that you owed the money to myself and not the other way around, i had to phone to complain, how many people have fallen for your little tricks on making people think you owe the money, like myself, clearly out to swindle greaving, the vulnerable and the elderly , you must be making millions out of the most vulnerable people, shame on you
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Terrible service - a number of outages which made me decide to find another provider. Two months later I am still waiting for a refund from Shell despite numerous emails & chat. Their latest excuse not to refund me is that they are claiming I didn't return the hub, despite it being returned tracked. Useless "customer service". If I could leave ZERO STARS, I would. AVOID.
- Location
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- Location
- Lancaster
- Reviewing
- Shell Energy
- Date
- 2023-04-22
- Comments
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After 10 months of intermittent broadband I can persevere no longer and am paying to switch to another provider early. I have been paying for ‘fast fibre’ but am having to access Teams meetings by phone when my internet connection drops mid meeting. Very poor!
- Location
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- Location
- Exeter
- Reviewing
- Shell Energy
- Date
- 2020-09-06
- Comments
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I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2019-12-07
- Location
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- Location
- Cleeve North Somerset
- Reviewing
- Shell Energy
- Date
- 2020-09-10
- Comments
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It doesn't deserve even ONE star but there is no ZERO option available. Definitely the worst provider I've had. Wifi frequently fails. Zoom meetings are a nightmare as the broadband width (very low at the best of times) cuts out completely at least once every session! Email complaints are completely ignored. It is clear from all the reviews I've read that I will just be wasting my time if I make a telephone complaint. I feel I've been conned.
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2018-09-26
- Comments
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I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
- Location
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- Location
- Widnes Cheshire
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Very poor customers service.
Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
Beware of this company - was OK when run by Post Office.
If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!
- Location
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- Location
- Bradford
- Reviewing
- Shell Energy
- Date
- 2023-09-06
- Comments
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Hadn’t even got to the installation stage! Booked onto Shell Energy Broadband after buying our tv through Curry’s & also needing broadband to move into our new house, we booked this on the 15th, they processed our order on the 16th/17th, we were blissfully unaware of the rest to unfold…we weren’t sent any communications so I called them, I was told there were delays with openreach (no actual given reason) but our go live date was still going ahead. Go live date was the 1st of September 2023 it got to this date & by this point, we had not received our router in the post or had any contact from Shell. I waited the 8am-8pm & still no sign of anything, after numerous calls & excuses, our router wasn’t even sent out, so I’m not sure they even had the intention of a go live date being kept. After having waited 3 and a half weeks altogether with the promise to go live, I’ve had to cancel, I’ve also used up all my phone data having to work from home, and now I’m waiting another 2 weeks for another service provider, thanks for nothing Shell.
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2018-03-23
- Comments
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Just connected this week. Everything worked first time. Had to ring to get Password to connect my own router. A short wait to get an answer built once connected they were very helpful and provided password and checked I had other necessary information. Currently showing a slightly slower connection speed than my previous plusnet connection but still in the 10-day modem optimisation period.
- Location
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- Location
- Tadley
- Reviewing
- Shell Energy
- Date
- 2023-05-31
- Comments
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I’d give no stars if I could. My landline doesn’t work frequently for days at a time. Currently, I’ve been without a phone for 4 days and no sign of Openreach. I’m supposed to be a priority customer but I can’t even dial 999 in an emergency. They know I’m disabled, vulnerable and don’t use a mobile phone. This is NOT an isolated incident and has happened at least 3-4 times. Broadband is very slow, often dips out and is non existent when there is a fault on the line. Staff are incompetent. Nothing gets resolved. Compensation is not given. Attitude is mañana mañana. Avoid this company like the plague. Shell Energy is a disgrace.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Customer service hard to get hold of. Internet security poor. When internet went down I needed it and as I could not contact them got another supplier. When I finally got through to them ; they blamed me and refused to accept their equipment could be at fault. I am with a other supplier and no problems. They took over my gpo contract and kit was pretty old. They don’t want to listen to you.
- Location
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- Location
- Grimsby
- Reviewing
- Shell Energy
- Date
- 2019-10-26
- Location
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- Location
- West Cornforth
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Been with them for nine months of an eighteen month contract. Paying £32.99 a month and the fastest download speed I've recorded has been 4.2Mbs/sec. Much of the time it's much lower, often in the low kbs region. And now I see they're currently offering "fast" broadband (ave d/l speed of 11 Mbs/sec!!) for £17.99/mth on an 18 month contract. Very unimpressed with the price I'm paying and the snail's pace download speed, and will certainly not be renewing at the end of my contract.
- Location
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- Location
- Ml67ae
- Reviewing
- Shell Energy
- Date
- 2022-03-06
- Comments
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Crusty with Shell energy and decided to try there broadband,Big mistake. Made the order and received router approx 30 days later and at that point new that it not suitable and no where near the BT service I had moved from so I cancelled within the 14 day cooling off period but was told my cooling off STARTS from my phone booking and they are charging me £287. They will not budge on this even though I cancelled on first day of receiving router. The land line does my work stop after 6 days of telling them and the broadband is slow or not possible from room to room. Please don’t be caught out like me. Avoid Avoid Avoid.
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2021-09-11
- Comments
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Don't go near them!!!!!!
Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
- Location
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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
- Sussex
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
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If i could give shell no stars i would. I am helping my daughter with a complaint and we have been cut off multiple times and all i can say about their customer service is it is appalling and terrible and that is being kind
- Location
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- Location
- Menai Bridge
- Reviewing
- Shell Energy
- Date
- 2020-10-25
- Comments
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Impossible to get hold of someone to help fix the issue I encountered when trying to set up broadband
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-17
- Comments
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Appalling customer service! Since they have taken over my broadband they have repeatedly sent threatening emails about an unpaid bill, which simply isn’t true. I have a long standing direct debit.
I have spent two weeks trying to contact them via phone and email with zero response. Do not sign up to their broadband service - they are utterly useless.
- Location
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- Location
- cornwall
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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waiting to talk to somebody from customer service no one ans the phone am not going with tham looks like BT.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-07-27
- Location
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
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I cannot fault Shell Broadband. After reporting a fault on the line of Friday, the technical team arranged for BT to attend between Tuesday - Thursday the following week, BT arrived at 9.00am on Tuesday and fixed the fault.
You cannot beat Shell Broadband the cost for Ultra fast broadband, and it works !
The call centre are professional in answering your queries, it does take a while to get through.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2022-08-31
- Comments
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DO NOT TRANSFER TO THIS COMPANY!!
The most appalling broad band ever. Moved because jt was cheaper but couldn’t watch anything in catch up so then upgraded and still cant watch anything without it buffering. Please do not sign up it is absolutely awful. I am counting the months till i can go back to talk talk!
- Location
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- Location
- Yeadon
- Reviewing
- Shell Energy
- Date
- 2022-12-04
- Comments
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I have been a loyal Post Office customer for over 15 years. Then Shell Energy took over and what a shambles ensured. I would not recommend this company if it was the only one on the planet. Customer service is non-existent, when you finally get through to someone you get an absolute idiot who has no idea what they are talking about. I was told that I could download a label to send back equipment and you cannot, you need to send an email to request a label. Surely they could have told you that over the telephone, absolute crap customer service. Glad to leave, if you wish to have decent customer service then go somewhere else and do not bother with this rubbish. If you decide to go with this company then do so at your peril !!!!!!
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-07-02
- Comments
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Broadband continually tells you network slower than other companies and it’s true
But apart from that the Hub has singed/ marked my computer table as it must overheats .. Shells answer “ put in open space ??? Like where .. the back garden or suspend it from ceiling .. how ridiculous and unsafe this is and they now ignoring me !!!
- Location
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- Location
- Godalming
- Reviewing
- Shell Energy
- Date
- 2020-07-12
- Comments
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Very slow today 0.4 upload and .05 download. So much for Slow Shell!
- Location
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- Location
- Bognor Regis
- Reviewing
- Shell Energy
- Date
- 2023-11-21
- Comments
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Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.
There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-02-15
- Location
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- Location
- Huddersfield
- Reviewing
- Shell Energy
- Date
- 2022-03-03
- Comments
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Not happy at all my internet went down a couple of days ago I tryed phoning customers services up was on hold for an hour and a half eventually got threw. They did load’s of tests unplugged leads did full reset Of router Was told the internet would eventually come back on. Went to work few hours came home still not on. Iam not happy
- 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
- Spalding
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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very disappointed as we work from home they couldn't sort my problem over the phone. Was clear a problem with router, asked to send a new router to sort the problem instead they said a booster would be a better option. 8 days until receive the booster that still not sorted my problem. My only option was sign up to a new broadband that actually works with better speed and took them 1 day to come here and install everything. Shame on shell and shame I still have 10 months left to pay for internet that is weak and no need anymore. don't go for shell
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2020-10-19
- Comments
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Avoid. Internet always slow and drops out. Switched to a new service and they couldn't even be bothered to let us know when they'd cut the WiFi, I'm studying online so I'm relying heavy on the Internet at the moment so to be left without anything to access my lectures is ridiculous. They also lied to us about speeds in our area and said we couldn't get fiber or anything faster than 10mbps. Funny how we now have fiber and 70mbps.
- Location
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- Location
- Worcestershire
- Reviewing
- Shell Energy
- Date
- 2020-09-30
- Comments
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My review is about their pricing. I signed up through Martin Lewis Money Saving for a VAT inclusive deal. But they're charging VAT again on top of the contracted VAT inclusive deal. Although I got them to agree it's incorrect, they've still taken the wrong amount from my bank. I'll win in the end but this is hassle I could do with out. I thought talktalk were bad, this lot is worse. GRRRRRRRRRR.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-09-22
- Comments
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Horrible service! They overcharge you for no reason. If you decide to leave after contract, they will blackmail you by fabricating some conditions which never appear in the initial contract. Don’t waste your time/money and get into trouble by joining them.
- 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.