1,452 Customer Reviews over 37 pages
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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
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-05-29
- Comments
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The service has never worked since it was installed. Shell deny there is a problem. I cannot hold a video call anymore with work. The customer service is appalling. Do not switch to this provider.
- Location
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- Location
- GU27 1JF
- Reviewing
- Shell Energy
- Date
- 2022-05-28
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-05-28
- Comments
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Avoid Shell Energy at all costs. My problems began when my Post Office telephone account was transferred to Shell Energy. They have difficulty in posting out invoices/bills after they have been printed. For example, the latest bill sent to me was dated 22 April 2022 and it said payment was due by 09 May 2022. Very reasonable until they delayed posting the bill to me. I received it on 10 May 2022, one day after the specified payment date!
I took the bill to my local Post Office on the 10 May and used the bar code on the payment slip plus my debit card to pay whatever was required. I have a receipt from the Post Office to confirm the payment.
I received a text message from Shell Energy Broadband on Friday 13 May at 16:24 threatening to suspend my phone service - this has persuaded me to change suppliers. Another threatening text arrived yesterday claiming that I owe them £6.42. I cannot wait until my new provider takes over.
- Location
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- Location
- POOLE
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
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It's difficult to sum up in words , just how incredibly
badly Shell Energy take their approach to customer relations .
Basically it simply doesn't exist .
They're obviously not interested in developing any sort of communication between themselves and their customers .
They take money without being authorised to do so .
They conjure up lies that don't relate to the actual facts .
And they break their promises .
And they have the cheek to hide behind the name of a world renowned company .
Obviously Shell have somehow become involved with some tin pot broadband supplier , who has no idea to what amounts to customer satisfaction .
Making this one of the most awful experiences I've ever had to endure, whilst trying to get back money from them , they had no right to take in the first place .
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
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My elderly mum was having trouble getting through to customer services after receiving a letter stating her bill was overdue(She has never received an itemised bill)I rang customer services myself to ask for proper bill.Funny how you can get through to them in a few minutes if you press the number to pay a bill!!( previously mum was on the phone for hours, not able to get through) I was assured an itemised bill would be sent through the post last week, so what happened today? Another threatening letter saying if you do not pay you will be cut off.No bill again so rang today to ask for a bill again and they informed me they would send a bill out.Wouldn’t hold out too much hope.Terrible service for the elderly as no way to pay your bill( if you do actually get a proper one!)Unless over the phone or via bank.Had no trouble with the Post Office like this.Wouldn’t recommended this company , just threaten pensioners.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
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Very disgusted with this shell
Had them down 2 days ago and still no Internet well they won't be getting a penny off us waste a time anyone's better by far than these muppets
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
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Complete shambles avoid like covid. Had a dreadful experience from start to finish. Had to go through the ombudsman it's the only way to get money back. They just stop responding on resolver. A shambolic of a service. Full of idiots. Avoid
- Location
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- Location
- Crewe
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Location
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- Location
- Crewe
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
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I have no words. Shocking customer servicev
- Location
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- Location
- Cambridgeshire
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
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Terrible service. Tried to phone them about a router password. After 30 mins on phone I was cut off.
- Location
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- Location
- Notts
- Reviewing
- Shell Energy
- Date
- 2022-05-25
- Comments
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Terrible service, cancelled, now cannot get money owed paid back.
- Location
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- Location
- windsor
- Reviewing
- Shell Energy
- Date
- 2022-05-25
- Comments
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My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn't happen. 4 weeks now with no internet, no refund, nothing.
- Location
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- Location
- Tavistock
- Reviewing
- Shell Energy
- Date
- 2022-05-24
- Comments
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Was transferred to Shell Energy when the Post Office withdrew from the market. Promised a "seamless" changeover with no increase in charges. I was without an internet connection for two weeks and have now been wrongly charged £35. Asked to return my PO router, which I did. I was then pestered with letters reminding me to return the router and finally one telling me that as I had not returned it I was to be charged £35. I checked Post Office Track and Trace and the router had been received and signed for. Called Shell and had the usual 40 minute wait to speak to someone. Finally they answered and agreed that the router had been returned but said that I would be charged for it on my next (first) Shell bill. I explained that if that happened I would NOT be happy. The bill duly arrived and there was a £35 charge for an unreturned router. Tried contacting Shell twice by email - no response either time. I wrote a letter (recorded delivery) to the complaints department, which promises a written reply within ten working days. Eighteen days later and (you've guessed it) still no response whatsoever. Emailed them yesterday (23rd) and as yet still no reply. My next step should they not reply after 56 days will be to contact the ombudsman. The broadband connection has to date been reasonable and I have had no outages. THE CUSTOMER SERVICE STANDARD OF SHELL ENERGY BROADBAND IS DREADFUL. DON'T SIGN UP UNLESS YOU HAVE PLENTY OF SPARE TIME TO SPEND WAITING FOR YOUR CALLS TO BE ANSWERED AND BE PREPARED TO RECEIVE NO RESPONSE TO YOUR EMAIL OR WRITTEN COMMUNICATIONS.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-05-19
- Comments
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Recently left this company after my broadband was transferred from the Post Office. Lousy customer service and no details on final inaccurate bill. Do not join this company. However, even when you leave it, it does not go smoothly. Really lousy.
- 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
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2022-05-18
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2022-05-17
- Comments
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If you're not with Shell..please don't. I have been on hold for over 30 minutes twice! I cannot get through to anyone at ll. My web entry into my account is not working. I have been overcharged since they took over from the Post Office monthly more than doubled. Don't touch them with a fibre optic barge pole! I would not even give one star...they're just not worth it!!! Absolutely awful! Words cannot express my frustration!
- Location
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- Location
- LIVERPOOL
- Reviewing
- Shell Energy
- Date
- 2022-05-16
- Comments
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Customer Service is very poor. Constant long wait times and you can never speak to anyone. I will be changing provider once this contract is over.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-05-15
- Comments
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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
- Bury St. Edmunds
- Reviewing
- Shell Energy
- Date
- 2022-05-14
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2022-05-13
- Comments
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I have been with SHELL Energy Broadband now for three terrible months.
I had no choice because they took over my Post Office B/b account and I could not leave.
I have nearly a year left on this rotten system.
For some reason, it is far, far worse than it ever was.
The Post Office was not good but this is a absolutely abysmal.
Even short downloaded programs off YouTube continually stop with that "Loading" message.
Music videos just stop midway and take over 5 minutes to load in many cases.
I have just tried to watch a SKY NEWS clip on YouTube which is 1 minute 45 seconds long.
It took nearly 4 minutes to load and then kept stopping!
Trying to contact Shell on the phone is totally pointless and Emails get no response.
THIS IS ROTTEN, RUBBISH BROADBAND!
Do yourself a big, big favour and go elsewhere for yours!
Stay away from SHELL, whatever you do!
- Location
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- Location
- Heswall
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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My 93 uear old farther had problems as regasted blind and a hearing problem.the billing arriving after the payment date
Then getting letter saying need paying now although it had already been paid. after ringing them and a 20 minutes before a response and then telling the customer services agent to stop sending late payment letters. As it you not posting bill out late the problem. still no joy customer service very OBNOXIOUS would not listening just told me to tell them pay by DD not have a problem then will he. and charged £4.85 for phone call to them.
- Location
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- Location
- North Lincs
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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Absolutely useless. My 80 year old mother has been constantly chased by them for payments she has already made and threatened with being cut off - happens every month. When you try and phone customer services they don't know what they're doing - you have to wait over 45 minutes to get through and they usually cut you off anyway. It's nothing short of harassment - I've never known such a useless company
- Location
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- Location
- Carmarthen
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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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
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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Worst company our send bills after bills and do not listen to there customers they should be closed down
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-11
- Comments
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Shell's Customer Service is disgraceful.
They don't operate the 'Social Tariff' as do other providers.
They did not contact me when it was time to renew my contract and since have charged me £47 a month, just for landline phone and broadband.
Their bills are badly set out and they include no email address.I have now ditched them!
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2022-05-10
- Comments
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only gave 1 star as no option for zero
shocking service wouldnt reccomend cant wait to leave
took over from post office in feb and had nothing but issue and bad service since
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-05-10
- Comments
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We are among the customers transferred to Shell from the PO and NEVER have we experienced such awful service. They do not answer the phone, they do not reply to emails except to say that it could take longer as they are receiving so many - not surprising if they treat all customers so badly! Can't wait to change to another supplier but Shell want to charge £78 as our contract does not expire till September. They do not send bills yet still take payment from our account - is this legal?
- Location
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- Location
- CHESTERFIELD
- Reviewing
- Shell Energy
- Date
- 2022-05-09
- Comments
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The worst company i have ever dealt with.Customer service non existant. Communication company you cant comunicate with.calls not answered after waiting 50 min at a time Passed from one dept to another unable to resolve billing issue.Been to C.A.B for advise they are taking complaint on and will go to Ombudsman.Would never use Shell again as they are incapable of running telecoms service.Please avoid
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-05-07
- Comments
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Don’t use this company as they answer phone when they want to sell connections. After they made contract they don’t bother about you . What ever they charge you have to pay .when you want speak to them they transfer you to different line which is never answer.
I was hold 3 different days from last week 1 hour each day no answer.
- 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
- Worcestershire
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Recently replaced Talk Talk with Shell Broadband - big mistake.
The router has no WPS button so I could not connect it to my mother's TV at the other end of the house.
With previous broadband providers, we used the WPS button to connect an extender halfway between the router and the TV. After being given the runabout over 6+ calls I've finally been told that the WPS button will not work on their router. But because the wi-fi is working in the house that's no reason to cancel the service. What a cheek! I'll be cancelling Shell asap and will go to court if necessary.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Dont use them they shyt me off a monthe early and then only came up with 25 quid as a good will gueture There avin a laugh
- 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
- 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
- Wandworth, London
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
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Shell took over from my previous provider, where I had ten year of excellent service. Shell broadband is unstable and I am no longer able to use for my work TEAM or Slack calls. They never answer the phone and waiting online Chat, does not work as instead of queue position increases the longer you wait not reduces. Awful service
- Location
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- Location
- Yarm
- Reviewing
- Shell Energy
- Date
- 2022-05-03
- Comments
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Installation date 25.04.22 speed good and that's all.Loose connection more than 6 times a day from Shell Router. Customer service poor generic and unhelpful hoping to keep you until the cooling off period is over. Have cancelled my contract as connections are now intollerable over 2 dozen today.What is the point of even paying 20p for such a terrible service.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-05-03
- Comments
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Poor customer service,in dealing with faults. One sided, long wait times to speak to teams with poor follow up once you have got through. Teams are not forthcoming on relaying reasons for issues and delay to the customer. Broadband speeds are low and WiFi turns off intermittently for no reason. Poor quality routers provided.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-05-03
- Comments
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i wouldnt give this company any stars if i could they keep sking for money for the bill they are ahead of them selfs .now getting tex saying pay or we will cut you off ,,,i was with postoffice untill they bought it ... well shell u can cut me off as no ones answers phone and if u do your rude ive been cut of hung up on then you have the cheeck to send a message to me phone saying im behind with my bill ... do your self a favour and cut me off .useless company .. DONT ANYONE GET BROADBAND FROM 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.