1,452 Customer Reviews over 37 pages
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2022-04-30
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-04-29
- 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
- Reviewing
- Shell Energy
- Date
- 2022-04-27
- Comments
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My contract started last November 2021 and since day 1 my Wi-Fi never worked. I have an opened case since 6 months because they weren’t able to solve it. I’ve called the customer service so many times and it’s just a waste of time. They kept asking for money even to leave the contract and they only sent me an engineer on February. The engineer proved that there’s no fault in my house and they still charged me for it. I’m not free to leave the company as they are going to charge me for it. They gave me some credit back but they are using it to pay the engineer and basically since I’ve received this credit my Wi-Fi stopped working at all. I cannot even see the line. This situation is creating me so much anxiety and stress. I’m not even sleeping at night time. Nothing like that ever happened to me in my all entire life. I regretted so much signing that contract. Don’t join it because it’s the worst company ever. I never received the service I’m paying for and they only keep asking me for money. There’s nothing worst than that. I wish I could come back and never sign this contract. I’m trapped. Don’t trust this company.
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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Absolutely shocking services, setting my nans internet was told would just be plug in and go, doesn't work needs authcation. Rang through got put through to 3 different departments on the phones for 2 hours. Joke!!! Worst services ever had wouldn't recommend this company.
- Location
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- Location
- N/A
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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Spent the last two months trying to get a bill from them, constantly fobbed of with "it's running late" then received a text message demanding money saving service would be cut off, can't pay in post office without a bill! Customer service are absolutely utterly useless. Contacting ofcom
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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I was transferred by Post Office to Shell Energy . Why did Shell Energy think they had the expertise to take on broadband. Like other reviewers, my trying to contact customer service is impossible. I had no problem with them until I had to start accessing via the webmail. Since then I have had to change my password dozens of time because message states for me to check caps lock and re-enter correct password. Am then told backup email address not recognised and to use a post office email. What's the point of that when I cannot access email. I have emailed a complaint, written a complaint and to date, no response whatsoever. Like other reviewers, if I could give zero star, I would. I am close to moving to another provider but the thought of having to advise everybody re new email address is putting me off. PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-04-25
- Comments
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I joined shell due to a promotion via SAGA.I then lost all internet one day about 7 weeks ago, which is very bad as I work from home. I phoned shell, waited 45 minutes for a response. They told me they would speak to OPenreach, but "if the broadband was working when Openreach arrived they would charge me £60". That evening 3 of my neighbours, (Only a few people live along this quiet lane)said they had the "no internet" for hours issue, and had already spoken to tHEIR supplier, so Openreach were coming already. In fear of THEIR engineer fixing the line before my engineer arrived,and me being fined, I called Shell and said cancel as Openreach were coming anyway. Openreach failed to fix it. The internet has now been lost for me and my neighbours EVERY day from 11.a.m to late at night for 7 weeks! For 7 weeks endless engineers have been visting the Drove, and nOT fixing the issue. MY neighbours have been given new routers (which didn't fix the issue) and also compensation; I have not as I was naive enough to cancel, a dnot waste people's time as engineers were coming anywa. I decidedto phone Shell again, they could surely SEE that the line/my internet for which I was paying had been lost every day for 7 weeks. MY neighbours (with B.T.) could access the internet logs to show the history of the "drop outs". My rotuer does not allwo that, so I asked Sheell (another 40 minute wait) for the information to back up my complaint. They cut me off, and didnt phone back. 3 days (of no interent!) later I phoned, complained, and was promised they would get the logs to me by "2pm that day at the latest". 4 days later still no contact. I then wrote an angry letter to "Complaints" that they had not fixed the internet, not offered compensation, not apologised, and not got back to me once. That was 2 weeks ago. So far I have yet to have ANY reply or ackowledgement whatsoever; they do nothing at all. Other than still taking money from me every week for a service they are not providing, and a customer help line that doesnt help, and people who promise to get back to me who never do. I have sent one more email cataloguing this appalling sequence of disgraceful "service", demanding the record of my dropouts so that I can send to the ombudsman, and to show their financial dept to verify my just desire compensation. I have still had nO response or apology or contact of ANY kind from anybosy in their "organisation". NO RESPONSE whatsoever. I am now having to seek out the address of their C.E.O to find out why their help line does not help people, why whoever runs their help line does not sack the so called helpers. I was in management for 28 years, I have truly never EVER known such complete lack of interest or effort or respect to a paying customer in my entire life. They are a total disgrace, and simply should have their licence taken away as a provider. I can only assume they are refusing to rspond because they know that once I have the evidence of the hours and days of lost interent they are aware that will take it to the Ombudsman, Gloria Hunninford "Rip Of Britain", and anywhere I can. To NOT even respond is simply unacceptable behaviour, and I have written to and spken to 4 different individuala, all of whom promised to get back to me with the logs etc, all og whom presumablty then put the phone down and tore up the complaint. So it is not one bad apple. It is symtomatic of the entire appalling "organisation". Yes, I am furious. Do NOT go anywhere near this disgusting company.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2022-04-25
- Comments
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Avoid Shell Broadband at all costs .
Mis sold package 8 months ago charged me for fibre which has never been installed. Customer service a waste of time , just sitting in a queue to speak to someone… absolutely shocking AVOID !!
- Location
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- Location
- Manchester - Hyde
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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AVOID AVOID AVOID. If I could have given Shell Energy Broadband no stars I would have done. Allocate yourself plenty of time when ringing Customer Service. All I was trying to do was inform them of a change of address. I rang several times on different days at different times of the day and after waiting for over two hours listening to their annoying music I gave up still not knowing what number I was in the queue. When I finally got to speak to someone they were not helpful, abrupt and cut me off even though I never shouted or swore at them, they didn't like me telling them how bad their service is. Their online chat and email service are just as bad. I have now terminated my contract and they are going to charge me an early termination fee of £125 which I am going to have to pay to rid myself of this rubbish service. AVOID AVOID AVOID.
- Location
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- Location
- Rustington, Sussex
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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Beyond useless. Broadband keeps disconnecting, cannot get any help or advice or a resolution as unable to ever get through to customer services. Hours, and hours or trying. AVOID AT ALL COSTS.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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I have been with Post Office Broadband for over 5 years,, I always pay my bills 12 months in advance (I don’t have/utilise a landline), I have received my 1st bill from Shell!!!,, in October last year(2021) I was £268+ in credit, I pay £17 a month,,it’s now April, I know I have plenty of credit in addition to a £40 credit from the Post Office in the interim,, because of service issues. I have phoned she’ll over the last couple of days,,after 45 minutes the line is cut!,,needless to say I have not spoken to customer svs whatsoever, I also emailed Shell advising with proof of my credit with Post Office,, I received an automated email back stating I was not nor had any credit!!, I know I will be cut off for non payment, but I am in credit until at least the end of the year!!,, this is my first experience with Shell and would advise any potential new customers to STAY CLEAR AT ALL COSTS, I am unsure what to do now as I just would like to speak to somebody from Shell,,my login for Post Office will not work on Shells. Absolute nightmare
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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Was with Post Office for years, could rely on their integrity and honesty.
While the service remains the same, they have lied and scammed me over new price structure.
Was promised a new reduced price if I stayed with them, didn't happen...still at old rate, can't talk to customer service, never have 2 hours to spare waiting for an advisor.
Don't believe a word they say.. obviously trained scammers employed.
- Location
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- Location
- Burbage
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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The broadband won't connect to my phone. Im even in the same room as my router. 6 feet away. All I get is that I've got to buy an WiFi enhancer. It's not there responsibility. An absolute disgrace. The customer services is so shocking
It's an absolute disgrace from top to bottom. People do not sign up for any shell broadband connection It's so poor. You never get what your paying for .I wish I had never moved to them . I've got consumer direct and trading standards on the case
- Location
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- Location
- Shropshire Uk
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Absolutely shocking service!! Please read the reviews on this broadband company before you make the mistake me and many others have made!! My contract started 3 months ago and I don’t even have router at my address. The have sent me 3 routers (2 to the wrong address and the 3 one is the wrong router) after countless hours and I mean COUNTLESS HOURS on hold and talking to customer service advisers they have yet to provide me with a service yet take £25 a month out of my account. I have threatened to contact trading standards and there response is ‘sorry to hear that’. I am told it’s impossible to cancel the policy without paying the full £280 contract.
TAKE MY ADVICE AND AND GO WITH BT OR SKY FOR AN EXTRA £2 A MONTH!!
Poor poor poor service. Should he embarrassed of themselves
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Totally unacceptable service and internet connection. Customer service takes up to 45 minutes to speak to someone but unfortunately they don't appear to be able to help. Internet connection was lost for 3 weeks and I have switched provider. I'm now trying to explain the reasons and why I will not pay an early exit fee. My email address is not recognised for me to send a message, but it is on chat. Please, if you value your sanity, avoid Shell 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
- Braintree
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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They don't reply to emails or complaints about end of service queries. Sent me a bill which I can't see, as account closed. They won't confirm receipt of router retained. They won't answer a query on the bill. The CEO has failed to help.
- Location
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- Location
- BEDFORD
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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Absolute garbage customer service useless slow speeds cuts out drops
buffers on netflix getting 2.5 to 20gb speed instead of 40gb
online chat a joke they cut you off
phoneline given is now an answerphone
- Location
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- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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What a complete joke this fibre plus broardband,keeps buffering, unreliable and customer service,what service.constantley put on hold and the tech team won't fix the problems.find a better company who have great service,reviews on here tell the same story rubbish and very slow broardband.
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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Customer service is absolute useless. I was on the phone for an hour then cut off resulting in me wasting an hour of my time. Called again and still nothing for over an hour. Once you do get through to someone it is an Asian call handler I had to constantly ask to repeat themselves as I had no idea what they was saying. Moved over from Post Office Telecoms which were a lot better compared to this rubbish company.
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2022-04-20
- Comments
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Endless problems with the telephone line - eventually we were unable to receive incoming calls. Telephone customer service representative continually talked over me, not giving me the opportunity to explain what the problem was and was extremely patronising.
I was a Post Office customer for years but the takeover by Shell has been dreadful. Am now in the process of changing provider.
- Location
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- Location
- Ayrshire
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Where do i start
Speed max is 20 mbps
Emailed multiple times to complain. No reply.
Phoned and Put through to technical. 1hr20mins im still on hold.
Have now cancelled and moveing to new provider.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Shell Energy is the worst company I have ever been with for Broadband Customer Service.
During my contract they tried to upgrade me to Fiber "at no extra cost"
When I pointed out that had I wanted Fiber I would have applied for it the guy replied but it's free.
I then pointed out this would tie me to Fiber deals in the future if I wanted to move company.
After going off to check he said yes it would.
The guy said he would cancel the upgrade however I got another email saying that BT were unable to do the change over and it had been delayed by a week. I called and again they cancelled the upgrade.
About a month later I got a message to say the upgrade was happening the following day. Again I called them to cancel. The guy could see the messages on the account and said he couldn't understand what had happened.
I have now left Shell Energy so they sent an email to say they had asked for the Router back and not recieved it.
They then sent a label via email however not having a printer I had to find somewhere to print it so took a few days before I posted it.
They recieved the router well within their 30 limit yet 12 days after the P/O confirmation saying they had recieved the package I got an email to say they were charging me £35 as they still hadn't recieved it. I spent 45 min on the phone on hold to be told I needed to prove I had sent it. The credit which was due as I left halfway through the month has now been delayed as they added on the £35 charge to my bill & refunded it the same day.
I called today to speak to complaints but the guy couldn't do much or put me through to anyone higher.
I have given 2 stars for most things as I needed to give a worse score for customer service.
- 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
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-04-17
- Comments
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Avoid. I moved to Shell Energy as the provider is was with said I couldn’t upgrade to ultrafast broadband but Shell Energy said I could. Shell said if I moved to them after a couple of weeks I could upgrade. Since I’ve moved over, devices keep dropping out, sky drops out every night so we can’t watch TV, the internet is totally unstable. I’ve rang customer services and asked to upgrade and they’ve said I’m on the highest broadband speed available. So they lied to me to get my custom. I complained about the instability and Shell said the problem is with me, but I never had this problem with my previous provider.
I’ve put a complaint in about lying and the instability still waiting to hear from them. I’m really not impressed and will move away from Shell as soon as I can.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-04-16
- Comments
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Awful customer service. I had no internet for a month. I had 4 unanswered emails and had to spend hours on the phone to them. They never called back when they said they would. Complete incompetence. Avoid!
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-04-15
- Comments
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When you see SHELL name RUN! RUN WITHOUT LOOKING BACK.
Shell is one of the worst internet providers if not the worst. They give you a cooling off period so you can cancel the contract without any fees, but they will not provide working internet until the cooling off period is done, and when you see how slow and bad their internet speeds are and how customer service is bad, then you are stuck you can't leave because they will ask you a penalty fee that will make you cry. RUN RUN RUN don't look back.
- 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
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-04-15
- Comments
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What a joke. Don't waste your money. Drops out all the time, every 5 minutes or so throughout the day, making it impossible to work from home smoothly - even sitting next to the router. Seemed to get even worse once in our final month of contract since we told them we were switching to another provider!
- Location
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- Location
- woking
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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Shell energy customer service is hopeless.At least 1 hour to wait before they pick up the phone.At least an hour to wait till you through on a chat line.never less than 40 people in queue.Hopelessly understaffed.
Could not solve a simple phone problem for me in 2 weeks.Said it was solved but it wasnt.
I have had enough and am moving every thing to talk talk.I was through to their customer service immediately....no wait
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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DO NOT USE! Took over a week to get us set up after the go live date because no one wanted to do their job, took filing an official complaint before they even looked at it, then when trying to leave placed a cease order on our account so no one else can take over, trying to leave us without internet for two weeks. Frankly 3 mobile provided better internet when I had to use 100GB of mobile data in a week when it wasn't live.
- Location
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- Location
- Teignmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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Changed from post office without being notified. Post Office overcharged me on renewal of contract. Although I paid an amount agreed upon after much aggravation, I then received a small amount bill from Shell. On 28 March, I see that none of the discounted amounts I had paid to post office had been deducted. Chat is dismal.. 46 people in queue and 25 minutes on hold on phone. 2 chats later, nothing resolved. Then got email from Shell saying if I didn't pay outstanding amount from post office, broadband service would end and further costs incurred. I view this as a veiled threat to pay up, esp as I had not defaulted on any payments. Finally received an email today from Shell after I had said I wanted to lodge a formal complaint. They have picked up that I was overcharged and will credit me with the difference.
Fearing that I would be cut off and out of sheer frustration, I paid the full amount. This was before I got the email stating they'd picked up the error. Will I be credited with the paltry amount? Who knows? Will be looking for another provider when contract ends.
- 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
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Customer service is very if not impossible to get hold of,
Don't go with these guys...
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Just pray you never need customer services. Impossible to get hold of and beyond frustrating. Will be off the very moment our contract ends of not before at this rate.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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I was a Post Office Homephone customer who had to move to Shell Broadband. Since joining it has been nothing but problems trying to log into my account to view my bill. I get the email to advise my bill is ready. I can log in to read emails but when I try to log into my account to view bills it says the password is wrong!
I've logged complaints via their website and all I get is automated emails saying they are busy....perhaps they should have done more testing and got things fixed before moving all of Post Office Customers onto their systems which clearly are not up to scratch. They take my money by Direct Debit but I cannot access the bill to verify they are charging me correctly! What a mess!
In my latest complaint I have made it clear there is no way I would have chosen to move, and now I'm locked in for a year as I'd locked into the Post Office plan and that has just moved across. One not happy customer!
- Location
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- Location
- Hexham
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Somehow we got disconnected after we paid the bill online. We usually pay over the phone but it would not let us. We have rang and were told it was a fault on their end. And to wait the usual 24 hrs blah blah, 24 hours has nearly passed and just to see what's going on we have rang again, only to be hung up on and no further info. Absolutely appalling, and receiving out next predicted bill during this time, oooh do one
- Location
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- Location
- Stone
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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This outfit must surely be the worst for phone/broadband. It’s impossible to actually speak with anyone. Post Office, my former provider, did their customers no favours when they sold their phone/broadband operation to Shell Energy. Avoid Shell Energy like the plague (or Covid).
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Customer service team want find a new job. They don't listen to the customers. When asked for help you get past around there colleagues. Because they don't know what to you. With your query.
- 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.