886 Customer Reviews over 23 pages
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- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2021-12-22
- Comments
-
Don't receive advertised speeds.
Read reviews go elswere.
- Location
-
- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2021-01-16
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2021-03-22
- Location
-
- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2021-02-15
- Comments
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My regular report. I pay for 38m, I usually get low to mid 20s. Initially Had 38 but noticed dropped speed when TV and devices buffering. Contacted provider but waited over 45 min
to speak to operator. Followed advice and speed still low mid 20s.
I also checked my account and provider stated no problem with my provided speed but stated I was a heavy user and suggested I upgrade to a faster speed. There is no one at home during usual working hours we use TV at evenings so I don't understand the statement.
I suggest you read the reviews, read the providers small print, then don't use shell go elsewhere.
- Location
-
- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
-
- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2020-11-29
- Comments
-
We pay for 38m rarely get this usually 20s a few times 6ish.
Read reviews before you buy, then go with another provider.
- Location
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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Unfortunately I was transferred to Shell from Post Office Phones. The service received from post office phones was excellent, sad to have been moved.
I have had no phone or broadband for 4 weeks now,it took me two weeks just to report the fault as no one answering phones, when eventually got through I was forced to make an appointment before they would pass the fault to open reach, had to wait a further week for the appointment, the fault was not in my house but along the outside line. Engineer did not fix fault on my appointment day, next appointment was another week along but due to my work commitments I cannot be at home all day, open reach sent a text with the new date that I cannot make, I cannot reply to this text other than with the word change, I have done this only to be informed I now have to contact Shell again to re-book, the fault is already confirmed as not in the house, this is ridiculous. I have no mobile phone signal at the house so have been completely cut off from all means of communication for 4 weeks and cannot remain in friends houses for hours waiting for shell to answer the phone! I have never before encountered such a dreadful service from any provider that I have used. I so far have been unable to contact shell - again! to rebook, and open reach have sent me a confirmation text for my cancelled apppointment, if I am not home shell have already informed me at time of first and only conversation that I will be charged £65.00 on my phone bill if not in attendance.
I cannmot change provider until the line is fixed, this is absolutely appalling. I will not be paying any £65.00 fee for their own dreadful inefficiency, they will need to take it to court.
I cannot recommend this company, all may be ok while your phone works but the service provided when not is non existant.
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2021-04-05
- Comments
-
Poor customer service. No access to the customer service after 4 pm easter saturday, we lost internet and phone line access at 20.15. No facility to report potential fault (I'm being kind assuming this) until tuesday am. Who would go into a contract with a company who an individual cannot report a fault for 3 days... not me, I'm off.
However shell want to charge me money to leave even if 30 days notice is given.
Avoid this company.
- Location
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- Location
- Sidcup
- Reviewing
- Shell Energy
- Date
- 2020-06-08
- Comments
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AWFUL!!!! Miss sold on the promise of the first 3 months being free.... to then receive bills ??? Called up OMG SOOOO RUDE!!! Like I’m a criminal!!!! Asked them to check there call recordings to prove how they’ve lied to which I’m told..... will give you £10 credit to drop the case???? AWFUL. Have reported and left!!!! First month in and this bad!!!! AWFUL AVOID AVOID AVOOD
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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Existing Shell dual energy client...decided to take the offer and add broadband into my service bundle. Worst switching experience ever. Still not connected 3 days after the e-mail received "all up and running plug your router". Called many times, been on the queue for more than 2h etc... Avoid if you could
- Location
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- Location
- Northamptonshire
- Reviewing
- Shell Energy
- Date
- 2020-09-14
- Comments
-
Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
- Location
-
- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2021-10-05
- Comments
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I will warn anybody thinking to get shell energy broadband as they are a ripp off, their service is very poor you will get nothing working and you won't be able to cancel it,even if it is faulty.they will charge you £110.41 for cancelling their service(an headache).never buy shell energy broadband
- Location
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- Location
- Beckenham
- Reviewing
- Shell Energy
- Date
- 2020-08-17
- Comments
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Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
-
Not very helpful to people who have fallen on hard times due to covid. Asked for an extention to pay my bill by a week from now and have been told they will suspend my services anyway until it is paid. I got laid off from work for a few months and only just been able to go back and am still awaiting first wage. Cutting me off means I can't do my job from home meaning I don't get paid! Not very helpful shell energy! I'll pay my bill then ill be looking elsewhere!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-20
- Location
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- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2020-02-26
- Location
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- Location
- Midlands
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
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Such a terrible company to deal with.
7 Months of arguing with them before they eventually agreed they did owe me £138.
Great, at last, I thought, got the cheque in the post(Come on a cheque really?) cashed it at the bank and it bounced, returned unpaid by the payee bank my bank advised.
Emailed them twice about it now no reply.
Are they about to go under perhaps like many others have, I doubt it being backed by shell but its concerning to say the least.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-01-17
- Comments
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I would definately avoid shell broadband as a provider as they cancelled the installation of the services twice as they are incompetant at taking over the line more importantly failing to notify me that they have been unsuccessful. Went to complain twice and keep getting cut off.
- Location
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- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
-
Disgraceful service ...Useless !
Having been a BT customer for years I switched to Shell Broadband.
BT disconnected but no connection to Shell.
After 5 days without a phone line or broadband Shell just say they are waiting on Openreach to resolve. Now they say it will take another 5 days so 10 days with nothing.
We live in a poor mobile reception and I have a seriously ill mother who needs contact.
DO NOT RISK THE CHANGE TO SHELL.....they clearly have no power or authority with Openreach.
After speaking to one of their managers he just said "there is nothing we can do".
I would never have switched if I had known !
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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I've been with shell energy broadband since the 27th of this month their broadband does not work they are trying to charge me £359 to cancel for something that doesn't work for anyone this concerns do not use shell energy broadband they are w***
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-04-29
- Location
-
- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Have had no end of problems with it being and intermittent fault they finally read replacement router I have reported them to the ombudsman and have £50 back off of them so anybody having a problem get in touch with the ombudsman and have them sort it
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2021-09-09
- Location
-
- Location
- Manningtree
- Reviewing
- Shell Energy
- Date
- 2020-12-07
- Comments
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Shell Broadband was absolutely fine until something went wrong! Dealing with their tedious , uneducated customer service staff is probably the most frustrating experience I have had with any supplier in my lifetime! Poorly trained staff with lengthy hold times. Usually on hold for an average of 30mins. But expect to be put through to someone who cant help, pass you on to another department, then you are cut off again ! Having to start the whole process again.
No where to pay bill online. Back at the start of my shell contract they were unable to physically set up a direct debit as they did not have the capabilities to do so.
I believe they have resolved this now.
Awful company. Had I read reviews before signing up with them I wouldnt of gone near them. Left now to slightly cheaper NowTV - no issues with their service or customer service at all and a direct debit set up with no issues.
AVOID SHELL AT ALL COSTS! THE SMALL AMOUNT OF MONEY YOU SAVE IS NOT WORTH THE HASSLE
- Location
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- Location
- Cambridge
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
-
Broadband is down since last Friday and nobody really cares about it. Shell energy customer service is a nightmare. Really difficult to contact them and they are not providing any really help. Avoid them. I have to wait for 6 more months until the current contract expires.
- Location
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- Location
- NORTHAMPTON
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
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Don't do it. They give you a 14 day opt-out option - what they don't tell you is that that expires before the service gets activated!! So, if it's god awful once live - they reply with 'there will be a cancellation fee'!!!
Even the CS agent knew it was a scam, 'most people just scream at me about it' he said!!! 30 mins to get through to tech support, tried to blame my devices first (of course) then had to fix it.
Avoid. Use pigeons instead.
- Location
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- Location
- york
- Reviewing
- Shell Energy
- Date
- 2018-07-09
- Comments
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If you go with this company for Broadband you will pay for something they can't deliver and YOU'll BE SORRY, AVOID this company and its broadband.
- Location
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- Location
- northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-03-15
- Comments
-
AWFUL!
I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.
I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)
I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.
I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)
DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.
THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!
AVOID.
- Location
-
- Location
- The North
- Reviewing
- Shell Energy
- Date
- 2019-11-19
- Comments
-
OK. I went for the cheap 12 mth deal and now regret it. Switch over was smooth but there are PPP connection losses every day for a few hours. Next time I'll pay a bit more for reliability. Cheap but not worth the lack of reliability.
- Location
-
- Location
- The North
- Reviewing
- Shell Energy
- Date
- 2019-11-26
- Comments
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This is an update to a previous review. The dropouts have stopped and the speed has stabilised at slightly higher than the previous supplier. I'm fine with the switch now. It looks like this in no worse than BT or Sky, just cheaper.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-05-12
- Comments
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This is a warning to all people considering Shell. I signed up for "fibre" in April 2020. Shell are my gas/electric suppliers. I was previously with TalkTalk (normal, non-fibre connection) and before that, PlusNet (so I know how to switch and I know how to track speed!). Immediately I saw a massive drop in speed. TalkTalk non-fibre was about 15mb in the middle of the day (I'm in London, zone 3). Comparatively, Shell "fibre" never goes above 1-2mb. Indeed, it's so bad that for large parts of the day, SpeedTest etc. simply says "no connection". Do NOT switch to Shell, they are simply simply terrible. This is nothing to do with Covid; they are simply a business that believes in over-selling and the result is that people like me are desperate to leave them.
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
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Terrible customer service - I've been on hold for 45 mins yesterday and another 30mins today, so far...
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-06-01
- Location
-
- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2020-03-23
- Comments
-
Wifi is at best shocking - anything located more then 2 foot from the router will have issues connecting!
It is the old adage; you get what you pay for and this maybe be cheap but it is crap
We'll be moving to Sky as soon as the contract is up.
- Location
-
- Location
- BRISTOL
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!
- Location
-
- Location
- Poole
- Reviewing
- Shell Energy
- Date
- 2020-11-05
- Comments
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Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
PLEASE, PLEASE AVOID for your own sake.
- Location
-
- Location
- Woodhouse
- Reviewing
- Shell Energy
- Date
- 2021-12-28
- Comments
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Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-03-30
- Comments
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I have been with post office broadband since the beginning. I always pay the bills on time. Since Shell took over I received a bill saying I hadn’t paid the bill. I phoned up and was told that they had missed sending a bill so l paid then and there! A week later I received another letter sayingI still hadn’t paid. I rang up and a recorded message informed me that the letter had been sent in error and to ignore it. Another letter dated four days later arrived accusing me of still not having paid and threatening to cut me off and telling me to make a payment immediately. I of course rang the company and I finally got through and when I explained the man said he couldn’t help and cut me off !!! WHAT A TERRIBLE COMPANY!
- Location
-
- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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Absolutely terrible customer service. I found it impossible to notify them that i was moving home. Tried email (no reply) and long waits on phone(only to be cut off after a long wait). The only response i got from them was when i cancelled my direct debit. Now they want their router back which fair enough, is in their t & c’s. But i have never been asked to return a router yet and i change ups every 2 years or so.
I honestly can’t believe they are still in business with their attitude towards customers. By the way - this is the first time i’ve bothered reviewing a company in 30 years of having the internet (I started on the old dial up systems) since i normally take problems on the chin.
- Location
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- Location
- Carmarthen
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
-
Absolute terrible company. Don't get Broadband with this company, they recently took over Post Office Broadband..... and ruined it. They are a complete rip off. I am reluctant to even give one star, I would give ZERO if possible.
- 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.