1,452 Customer Reviews over 37 pages
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Absolutely crap! I was lured by a £95 amazon voucher. The speed is OKish but the router keeps disconnecting my devices and then has a fit itself. When I got the router out of the box I thought it was off wish.com, very cheap looking and apparently also in its operation. I am looking to move next year and am seriously thinking about 'buying" myself out of the contract early
- Location
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- Location
- Lincoln
- Reviewing
- Shell Energy
- Date
- 2022-11-04
- Comments
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A bunch of inept, incompetent crooks. Six weeks so far of internet dropping out over 50 times per day. This is despite two engineers coming out and 11 phone calls. Heaven knows how much time has been wasted here. Finally managed to cancel but but compensation despite clearly not delivering on their side of the contract. Save your time and energy and go with any internet provider other than Shell Energy. You have been warned …
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2021-05-17
- Comments
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Absolute rubbish.paid for higher speed and it's exactly the same
It's a big con
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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total crap it's off more times than on..going to my solicitors on Monday to see if can cancel without penalty...if it was me..charging for a service like shell I would be in the dock for fraud
- Location
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- Location
- ossett
- Reviewing
- Shell Energy
- Date
- 2018-12-27
- Comments
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was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
- Location
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- Location
- Bexley
- Reviewing
- Shell Energy
- Date
- 2022-12-08
- Comments
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The worst experience and service I've ever received.If you can do one thing in life, it would be avoid Shell Energy for broadband.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Its simply shambolic and any 5 star reviews are fake and being made by the customer service team. Avoid. They ignore you "resolver" complaints and are just woeful ive been trying to get a refund of £22 from Febuary. Shocking. I have contacted my solictior who is running a case againt them. AVOID!!!!
- Location
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- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2024-02-07
- Comments
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Changed providers, due to start Feb 2nd, now the 7th, still waiting for phone line, broadband working but very poor, 88 year old mum with a lifeline pendant alarm service that does not work now so at risk.Customer services a joke, not interested, 2 hours on hold after initially speaking to someone so gave up, next time uninterested and unhelpful, blamed EE, blamed open reach, everyone but them. Why give a date when you can't port a number. Temporary phone number was offered but nothing.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-10-08
- Comments
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I had no problems with the Post Office broadband. Since it's been with Shell I've had multiple dropouts. I've had several engineer's visits and poor cutsomer service. I'm supposed to get between 35 and 45 Mbs speed but it drops to as low as 11 Mbs. I complain and it's raised to 36 Mbs and a few days later it starts to creep down. I then have to spend the best part of 30 minutes on the phone trying to make contact with customer services, sometimes getting cut off during the wait and then ..... start all over again. They're cheating me and robbing me of the service I'm paying for. It's a breach of contract and now, after several weeks, I shall make my formal complaint to Ofcom
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2020-12-03
- Comments
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I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.
- Location
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- Location
- Worcester
- Reviewing
- Shell Energy
- Date
- 2019-07-17
- Comments
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Absolutely disgraceful.
Loss land line 11th July. download speed went to 0.4mbps. When finally got through to them - it was if it was my fault. Finally agreed to contact Openreach [ not sure who pays?] who sent an engineer to resolve the problem - good professional. Wife phoned me @ work - and said Shellenergy would only compensate us £3.22p!!!. In addition they confused the DD details with some else, and when the wife corrected them - they said it would take 12 days to set it back up!!!!!
Will be cancelling contract - for not providing the service - will be sourcing other providers later.
BE WARNED
- Location
-
- Location
- ossett
- Reviewing
- Shell Energy
- Date
- 2018-11-05
- Comments
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moved from plus net no broadband for 7 days I was told it was my socket and line in house, funny how it all worked with PlusNet. the ip not valid router issue was told Openreach would look into but it router issue not line fault,
so will leave go back to plusnet
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2018-01-25
- Comments
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Avoid this company like the plague. They are incapable of delivering stable, reliable broadband speeds. Mine is frequently at an mbs of 0.45. Abysmal.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-12-12
- Comments
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No problems when with the Post Office but now continual problems with Shell broadband speed and its continuity. I'm supposed to receive a speed between 35 Mbs and 45 Mbs. I get as low as 11 Mbs. I complain for which one has to wait around 30 mins for someone to answer the phone. I'm told that I must give 3 possible days when an engineer needs to visit but be prepared to be charged if I'm not at home but for which there is no reciprocal arrangement if the engineer doesn't turn up, which has happened to me. In fact the problem can be solved without an engineer's visit and this can be undertaken remotely. Then my speed is restored to around 36 Mbs (min for me should be 35) after which it is slowly decreased until I have to complain again. It seems like I'm being robbed of the service I pay for. As it can be quickly reset I believe that it is my ISP who is throttling my speed. Broken contract - new provider here I come.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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Was a post office customer thrown to this incompetent company I have never had a worse experience with a company start to finish no one knows what there doing, cannot answer a simple question when asked maybe other are lucky I had sleepless nights, rang four times one day four different answers to same question
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-09-30
- Comments
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Utter rubbish...avoid this company for broadband at all costs. Absolute shambolic customer service..managers are as equally bad. 6 months I've been with this joke of a company and it's been terrible from day 1. Staff are ignorant and don't care once your in contract with them...never in my life have I experienced a company like this....STICK TO SELLING PETROL!!!
- Location
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- Location
- Hemel Hempstead
- Reviewing
- Shell Energy
- Date
- 2020-12-05
- 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
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-04-15
- Comments
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Couldn't recommend this company ever month chasing them for a bill was a post office customers before shall be looking for a new supplier full of false promises never get paper work just a nightmare each month will not admit there's a issue with the billing
- Location
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- Location
- Newmarket
- Reviewing
- Shell Energy
- Date
- 2018-07-22
- Comments
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No customer account on website, very low quality customer service, they will never answer your phone call when you want to report broadband issue. Very bad broadband reliability - I have many internet connection cut outs every day, and still company is doing with that, and of course - they are taking money for that pathetic service.
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2019-08-05
- Comments
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Early days yet but:
1. Transfer of phone service was seamless and totally pain free
2. Transfer of ADSL service was seamless
3. Broadband speeds initially 60% of previous PlusNet service, using the same equipment. Watching carefully to see how that trains up over the next 7 days.
4. Customer service much more technically competent that PlusNet. I wanted to retain my existing (non-PlusNet) router and, although I had to queue, I found someone who understood the settings and had my individual information at their fingertips.
I was shocked at the poor reviews these guys had and was somewhat worried about the transfer but, so far so good.
- Location
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- Location
- West Malling
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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This has got to be the worst broadband provider, if you can call them a provider. 30% of the day i had no internet.Paid an outstanding 35 pence with debit card.I returned router with proof of postage, i was told router had been received,however they never seem to contact the truro tossers (debt collectors) that the router was returned. After 12 months the truro tossers phoned me demanding £30 for the router. Told them to get stuffed and take me to court. I blocked their phone number. Shell should stick to oil.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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45 mins on hold, to be told by an agent to turn off my modem for 30 mins. Really, so you can cut the call off? It didn’t work and in the evening, after returning from work another 45 mins call which didn’t get answered. Btw the agents work 1 day a week in the office. That sums it up, checked out! Still living in 2020. The broadband was pretty reliable, until it wasn’t. I know Shell doesn’t have a great reputation but why would they sully even that.
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2021-11-26
- Comments
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Has ShellBroadband for a week, no WiFi, nothing.
On phone for hours to idiots, and I mean idiots.
New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
Finally another advisor came on phone, Ivor.
15 minutes later, sorted.
Good ole Ivor.
But once my contract up, never ever again.
- Location
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- Location
- Glouster
- Reviewing
- Shell Energy
- Date
- 2022-10-28
- Comments
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The worst package I have ever experienced. Slow connection and definitely no way of contacting them as they don't answer the helpline. Useless
- Location
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- Location
- Bangor, Co. Down
- Reviewing
- Shell Energy
- Date
- 2022-10-25
- Comments
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Shocking customer service bills wrong,
my account on the website always says the site is under maintenance, customer services closed at 7.00pm even though they say they are open until 8pm. I talked to 3 agents today who could still not solve my overcharged bills. I want out so will pay the leaving charge. Stay clear of this lot!
- Location
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- Location
- Clee Hill
- Reviewing
- Shell Energy
- Date
- 2022-02-12
- Comments
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They don’t answer the phone, if you email them ,they don’t deal with your complaint just fob you off.My broadband bill jumped from £40 to £67 and I can’t get an explanation why , the broadband speed is rubbish and keeps dropping off.
- Location
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- Location
- Selby
- Reviewing
- Shell Energy
- Date
- 2023-10-13
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2022-03-28
- Comments
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Migrated from Post Office after many years of excellent service The service from Shell in every way rubbish I have tried to move to another supplier and Shell have blocked this do not sign up to this company
- 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
- dorset
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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promised twice to write off early termination charges, then did the exact opposite. Paid up just to be shot of them.
- Location
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- Location
- Brentwood
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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Into the 3rd hour of phone call spoken to. 6 people with no authority to cancel a non service since feb22.Numerous calls, visits and broken promises. Trying to terminate service. They are want to charge me £71 early termination charge for the non supply of service. Never again
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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Shell Energy Broadband rip-off
By far the worst, unprofessional so call company provider. As from other reviews, i.e. Internet connection not too clever 1st year when calling up to notifying about their Internet connection, you get charged for this call. However, after my one-year contract, phone calls are now three. After having so much trouble I have decided to get another provider, notice was given. However, after my cancellation, they continue to take payments. I did lodge a complaint and received a reply within the same day, saying that they looked into it and I will be getting a refund. However, no refund 2nd month another payment taken after sending emails and phoning no refund. Another complaint was lodged after speaking to the adviser, asking me to provide evidence that I have no payment. Therefore, I sent my bank statements, in which clearly shows no refund was paid then I received one payment of £18.99.? However, my payment was £19.00 a month. I don’t know where they got that other figure from 2 months on receiving phone call from receptionist I requested to escalate my complaint several times and also by email. Eventually supervisor did contact me. I inform the supervisor that I requested to speak to somebody in authority. However, this was refused to have received another payment of £16..... An outstanding balance over still owed after 3 months of £2... As this has now affected my health is costing me money by phoning them, etc I will not follow it up as I find this organisation very rude, unprofessional and never fulfilled their promises. I don’t know if it’s just a rip-off or unprofessional people. However, shame on shell energy broadband, unbelievable.
- Location
-
- Location
- Bothwell
- Reviewing
- Shell Energy
- Date
- 2018-06-28
- Comments
-
An utterly horrendous company to deal with - they are only interested in getting as much money out of customers as possible. They screwed up the initial contract charging me hundreds of pounds for phone calls when I had requested an 'anytime' call package. I left them and they kept sending me bills when I had a new ISP. A nightmare to get sorted - a nightmare company to be avouided AT ANY COST. You have been warned !!!!!
- Location
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- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2023-08-14
- Comments
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Had no problems until i decided to switch, my broadband suddenly developed a fault and was constantly going on and off, no help whatsoever from customer support, I would advise against using shell energy broadband awful service and poor speeds waste of money cowboy outfit!!!
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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I was previously a customer with the Post Office and had no problems at all with their efficient service. While I've been trying to write this review the line has dropped out and returned two times. My internet speed is only a quarter of the lowest speed I was previously receiving. I've complained to Shell Energy. They've accepted that the fault is not on my property but I was still asked to be at home for an engineer's visit. I was told that I would be charged £130 if no one was at home on the day. No engineer visited, nor did they tell me that his/her visit had been cancelled. The compensation doesn't work both ways and they are not in the compensation scheme that many of the other big broadband providers subscribe to. If you lose a days work waiting at home it just means that you need to take another day when they may want to call or not call as the case may be. Everytime I contact Shell Energy it takes about 25 minutes minimum for the line to be answered by a person. They've always been polite and I so have I but nothing happens. It may be an Openreach problem to solve but when I was with the Post Office and there was a line fault it was dealt with urgently and in any event my contract is with Shell Broadband. I'm looking for another service provider because they have breached the terms of the contract. Shell should stick to being an energy supplier because they are a complete failure with broadband as all these single star reviews suggest.
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2021-07-21
- Location
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- Location
- SWANSEA
- Reviewing
- Shell Energy
- Date
- 2021-12-15
- Comments
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Customer sales team committed to delivery dates that were in complete contrast to dates indicated in later email. Suppoesed to get connected 16/12/2021. Very unlikely to get connected before end of December. Batted back and forth between sales and service team. I used the cooling off period to go with BT.
- Location
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- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service
- Location
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- Location
- north yorks
- Reviewing
- Shell Energy
- Date
- 2022-10-28
- Comments
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was moved to shell from post office, I pay quarterly but bills arrive 2 ays past paying date, customer service non existent, no response to email, online account never avaliable, they seem unable to get my bills to me on time but can get threating letters about non payment to me two days past due date !, how can I pay on time if like last bill dated 6th october arrives 22nd october?, if you reach customer services they say they will put you through to someone who can deal with my problem and then hang up, total waste of time, should not be allowed to trade.
- 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.