1,452 Customer Reviews over 37 pages
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2022-04-08
- Comments
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The worst company I have used. I have submitted the review regarding their poor customer service a month ago. But this company sent me an email to suspend my usage because I haven't paid the bill. I phoned them and asking why my Direct Debit didn't kick in? They said I haven't got one set up....but I have received an email from them on 12th February with my Direct Debit set up and Guarantee. The service is alive in Middle of March. I do not deserve an email with such threat. Very rude. I don't even care they disconnect the service bet the speed is very slow and do not support my area compare to Virgin Media.
The email is very unpleasant especially it is their own fault.
Very poor company, the management is very poor. The speed very slow because I set up the account a month before it went live. So didn't realize that do not support our usage. But already out of the cooling period. Please be careful we have to keep this package as well using our old one. I blame myself for being stupid, I don't want others regret it. Please avoid this company.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2022-03-03
- Comments
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As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2021-09-17
- Comments
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Okay until the end of the contract, if you decide to leave, Shell ask for the router back. Posted it. Nearly a month later they say they have not received and will charge £35. Tracking says delivered. Third party receives returned routers, clearly not recording which customer they have been returned from. Nearly half an hour so far trying to fix this. Ongoing. Best avoided.
- Location
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- Location
- Aberdeenshire
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
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Got moved from P.O to Shell. They took over a week to respond to an email with a cut and paste response not answering any of my questions.Stay clear , don't use and I'll be switching if I ever get through to "customer service".
- 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
- Kelso, UK
- Reviewing
- Shell Energy
- Date
- 2018-02-11
- Comments
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This is an appalling company. I had been with them for over a year with very slow connection speeds of around 4 MBPS despite being on the fibre network, when I moved house. They arranged to move my broadband to my new address but told me it required a new contract and a wait of a month before they could connect me at the new address. The engineer failed to turn up after a wait of a month. When I contacted them (three hours on hold...yes!), I was told that the order had been "declined twice" and therefore cancelled. All my bills were paid in full by direct debit so there was absolutely no excuse for this cancellation. Furthermore First Utility failed to contact me in any way, and at any point in this whole process to tell me there was a problem. The representative I spoke to suggested another month long wait for another installation appointment but I explained I couldn't wait without broadband for so long and told him politely that I'd rather cancel the order. The representative then hung up on me! I then received a bill for an early termination of the contract for a full year's cost of £220 because they said cancellation occurred after the 14 day grace period, but they had never provided a service and I wasn't told they had cancelled my order until after the 14 day period!
I'm appalled by the level of corruption, incompetence and rudeness I've been subjected to by this company. I will contact the ombudsman now to see how I can get my money back. It's so time-consuming, frustrating and upsetting I would urge you all to avoid this company at all costs. Even if you have a simple enquiry you will routinely be kept on hold for more than 30 minutes at any time of day. Avoid!
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
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On occasions there has been a long wait for customer service, and for a while there were problems with the WiFi. However, these were sorted out by an engineer and all is fine now. Shell Energy Broadband is very good value and I am happy to be with them.
- Location
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- Location
- BIRMINGHAM
- Reviewing
- Shell Energy
- Date
- 2020-03-16
- Comments
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When I signed the contract they agreed with the speed between 11-16mbps. But actual speed is 1-8. After two months I cannot log in to account. If you buy shell broadband you will get talktalk their explanation are they sharing services. Actually we are getting talktalk in anothername.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2018-09-07
- Comments
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4 days in and no connection, poor customer service, an engineer booked who didn't arrive, don't even know when we are going to connected. Cool off period is a joke as it ends before the contract starts. Offcomm need to take them to task.
- Location
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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If I could give minuses I would. Their service is appalling and customer service non-existent. They're still chasing me for router return and this month's payment. I left them on 27/6 after they ignored my complaints for 4 months and the router has been returned. It was ex PO, so no use to them anyway. I had to deal with all their crap at the same time as my sister received a terminal diagnosis and died on 1 May. AVOID AVOID AVOID.
- Location
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- Location
- Southeast London
- Reviewing
- Shell Energy
- Date
- 2022-11-24
- Comments
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Disgusting provider, really need to stick to fuel
Had my broadband with them for over eight months
Extremely poor service from broadband and also from Customer Service don’t get this broadband provider not helpful. Keep you waiting on the phone for 45mins . Only to be told if you want to end contract as service is so bad you need to pay but they’re not providing the service you signed up for disgusting provider, keepaway worth paying a little extra I’m going to more reputable provider
- Location
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- Location
- Featherstone
- Reviewing
- Shell Energy
- Date
- 2020-08-13
- Comments
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Complete rubbish at times less than 1/2 mg , or no internet connection.very difficult to contact, speaking to a human not easy! Fail to respond to email complaints , call backs by management promised ( doesn't happen) worst company we have ever had for Broardband , then want to charge penaltys to change to better provider when there supply not fit for purpose.
- Location
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- Location
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2022-12-16
- Comments
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Do not use this company originally with the Post Office but went with Shell when they took over. Broadband speed was way to slow and unreliable. Customer service is a joke and finally moved supplier.
Asked to return ancient router or would be charged £35. Returned Router with letter and proof of postage. 2 month later and various phone calls to tell them the router had been returned they still wanted the £35 paid .
They then forwarded the disputed debt to MIL debt collection agency without notice. Avoid with a barge pole a horrible company
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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After many years as a happy Post Office customer I was migrated to Shell Energy Broadband when they bought the PO - the transfer was chaotic, the billing was wrong and the online account was messy and difficult to navigate.
The I moved house. Someone ticked the wrong box on the order and after two weeks of spending at least an hour on the phone everyday going round in circles unable to talk to anyone that could deal with the problem, waiting in twice for BT Open Reach even though there was nothing wrong with the line - it was always an internal order problem - still nothing. Everyone promised to phone me back, only one person ever did.
In the end I had no choice but to move to another provide; Shell didn't get me connected at all, but are now trying to charge me £110 for leaving the contract early.
Very stressful to deal with - the Shell system cannot cope with any problem even slightly out of the ordinary.
Cannot recommend them.
- Location
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- Location
- wadhurst
- Reviewing
- Shell Energy
- Date
- 2021-11-02
- Comments
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wheres the zero ? shocking customer service worst i have ever encoutered . do not deal with this company been waiting for broadband now for over a month between them and those other crooks at Open reach . still waiting ineffective managers no acting on your behalf to esculate issue . lost momey as tenants left as i had promised them broadband . Have now got them as my provider by default at another property as they took over from The Post Office soon as the tenant vacates i will be moving . Dont get tempted by their prices believe me its just not worth it . Avoid like the plague
- 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
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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I was a customer of Post Office Homephone and never had an issue with them. Sadly they sold out to Shell and since then things have been difficult! I can't access my bill using my old account details as I was promised so I can no longer separate personal emails from 'business' emails and just recently they put the prices up despite me signing up to a fixed tarrif with Post Office literally a few days before the company transferred me across to Shell.
Logging complaints takes forever to get a response so I am still waiting for someone to get back to me. They say they are experiencing a higher than normal level of contact - I'm not surprised - probably all dissatisfied Post Office customers! Not sure how much longer I will stay with them.
- Location
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- Location
- Highcliffe Dorset
- Reviewing
- Shell Energy
- Date
- 2020-12-03
- Comments
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Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks.
- Location
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- Location
- lanarkshire
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
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Lost my phone line last Saturday, broadband had also been very unstable prior to that. Called up and wa given option of callback. They returned the call a couple of hours later but hung up as soon as I answered. Sent them an email, and have been emailing every day since with zero response.
- Location
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- Location
- Swanley uk
- Reviewing
- Shell Energy
- Date
- 2023-11-27
- Comments
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Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-25
- Comments
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Appalling customer service, they cancelled my broadband by mistake and I had to call them to fix it, no communication, no apologies, nothing. Long wait times on the phone, incompetent staff to say the least, will never use their services again.
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2022-04-06
- Comments
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Terrible customer service. I don't have a choice to be with this company as was with postoffice that then sold the contract. If you have a choice Please please don't use this company
- Location
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- Location
- Malvern
- Reviewing
- Shell Energy
- Date
- 2018-10-07
- Comments
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Very slow broadband and First Utility are not interested in improving their broadband speeds. They tie you into an 18 month contract and they know that there is nothing you can do until your contract expires. They have no interest in improving their download speeds because of their long contracts
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-17
- Comments
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Quite the worst broadband service we have ever had by a long shot. Terrible speeds, far lower than we have had for more than a decade, we have had to pay hefty penalty charges for early departure and then months after we left they sent debt collectors on to us because we had forgotten to return their horrendously lousy router. Don't go anywhere near them...
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2024-01-10
- Comments
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Diabolical!! It's Awful wished we had never changed provider. 2.09 mbps this morning! My recommendation is do not use Shell as a broadband provider, you'll be wasting your money.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2022-11-10
- Comments
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My broadband was transferred from the Post Office to Shell and I can only describe this company as not fit for purpose.
Due to the area where I live I can only have the standard package, which was fine when I was with the PO, but not now.
The download speed over the last month has averaged at just under 6mbps and the upload 3.5mbps
I cannot watch catch up on the tv without constant buffering, during work meetings I have to turn off my camera, or drop out altogether.
I have spent hours trying to get to speak to them on the phone, but no luck, the online chat is not working more often than not.
The whole experience is very frustrating. I wouldn’t recommend Shell as a broadband provider to anyone.
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2018-01-19
- Comments
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Switch over to first utility when i realized what i was really paying for my broadband and phone connection.
Connection is good and has never failed since the switch.
Excellent value and a great saving.
:) :)
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-02
- Comments
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Really SLOW broadband speeds - I changed over to Shell Broadband and the service speeds I am receiving aren't even enough to watch Netflix without heavy pixelation. Their solution: I should be plugging my devices into the router by ethernet cable rather than using wifi. Ridiculous!
- Location
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- Location
- Bewdley
- Reviewing
- Shell Energy
- Date
- 2022-12-28
- Comments
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I would give no stars but I’m being nice.it has been fine for a few months but al of a sudden it’s started being really poor. If it’s not disconnecting then the upload and download speeds is disappearing. I use it for Xbox and there is hardly any devices connected yet I still lag? I’m not wasting money on something that isn’t even worth it.
- Location
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- Location
- Penrith
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
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Takeover from Post Office has been an absolute joke - no broadband for a week. Phone calls take an hour to answer, letters sent that should not have been sent. Employees don't have enough knowledge to deal with problems, i.e. I have asked for refund of charges paid in advance. I was told Shell do not charge in advance - website says yes they do!!!
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Comments
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tried to switch from Sky to get cheaper faster broadband. Shell messed up switch, totally incompetent company. customer service total mess, hours of phone calls, internal departments clearly not communicating with eachother. 2 DATA BREACHES!!! stayed with Sky! offered a very small compensation token...they even messed that up!
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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I switched to Shell Broadband a month ago, and although the broadband has been faultless, I have had a problem with my landline not working. I have spent most of today talking to Shell Customer Service and then the Technical Team, and they have done everything possible to help solve the strange problem without having to risk an OpenReach fee. Multiple remote testing has shown the fault seems to lay with my broadband cable, and they are sending me a new one to try. If not, it will be the router. I have never come across a company employees who are so willing to go the extra mile. Whether we get a conclusion are not, I am so impressed.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-06-23
- Comments
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Had a generally good experience with Shell Broadband for our 12 month contract - internet was reliable, and faster than we were paying for. Relatively good value. Never had any issues with dropouts or poor coverage. We were very happy with this provider after being with Virgin Media (unreliable and slow) for several years.
The issues have been with customer service since the contract ended. I have been chasing a final bill for almost a month now, despite being told the bill would be issued within 10 days of the contract ending. An extra Direct Debit payment was taken almost a week after the contract ended. I was never sent a return label for the router, despite me asking for one three times, and I am now being threatened with a £35 fine for not returning the router in time. The Live Chat feature on the website is never available so I have had to phone customer services several times to chase the bill and the label, and every time I get "they're on the way", and nothing ever shows up. Very disappointed as the internet itself was fab, but the stress of having to chase them like this has put me off ever using them again.
- Location
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- Location
- Kingston
- Reviewing
- Shell Energy
- Date
- 2022-12-26
- Comments
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Avoid at all costs... They advertise a super fast fibre and let you sign up to a 70 Mbps connection. In the sign up process they will show you an estimated range, which will we much lower than the 70 Mbps. In the end I only ever achieved 30 Mbps on good days, when the connection was working without any interruptions, which is rare. And is it any wonder that 30 Mbps is the absolute minimum the guarantee in their contract?
If you try to get in touch, be prepared to wait 30 min+ and telephone calls suddenly dropped. They answer to emails sometimes, but not always. Multiple of my emails asking for support remained unanswered.
And what a suprise, if you want to cancel as a result, they insist on the full amount to be paid. One of the worst Internet connections I ever had.
Service level is at the absolute minimum. Hope they go bankrupt!
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2018-03-06
- Comments
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I’ve been with First Utility since 5/2, so one day and one month, and I have to say the speed is absolutely awful. As my son put it, it’s actually slower than dial-up of all those decades ago: The last three tests over the last 2 weeks were 0.9 and 1.36 and 1.36Mb download with NAN and 1.15 and 0.20Mb/s on upload - this using two different speed tests over the days too. This is absolutely appalling. Not only this, it has cut out three times in this time and two of those were for over five hours. The company has come up with every single excuse these companies usually use for why they have failed so much, but of course I’m not buying any of it.
The call centre manageress said that I had received emails to send their own specific speed tests to, but eventhough I filled the initial form in online correctly, they have my surname spelt incorrectly, and it took a while for her to admit that that’s why I have not received the emails, trying to say it was my fault it seemed. She did admit it in the end. It’s lucky that I have actually taken speed test results from the start of this contract, and I know that can be used legally somehow for some part of refund or something like that, because I refuse to pay for something that I do not receive.
The last point here is that the manageress tried to convince me that because FIRST UTILITY have a great reputation with their gas and electricity, that therefore they must have a great one for broadband, and again it took me ages for me to get her to admit that the people who are engineers for the gas and electricity side are not the same people who are responsible for the broadband, and eventually she said that it’s talktalk who operate their broadband, again she admitted I was telling the truth, well at least nearly, as near as I was going to get from her.
It is way beyond unacceptable, I’ve been with BT and Sky, BT speeds were not brilliant (I moved because they tried to overcharge me from the first month by £100.00) but FU is miles off that.
three times on
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2022-11-18
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2019-08-14
- Comments
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Biggest mistake to make. Please avoid this company. The broadband only works for a few weeks until you are tied in to the contract and then internet connection is up and down particularly at weekends or evenings when there is no telephone support. Also for each time service is down there is a 48 hour wait for a “technician” to even look at the fault and then the internet connection appears for a couple of days until the process starts all over again and another 48 hour wait. I have to visit family and friends for internet access.
- Location
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- Location
- Wallasey
- Reviewing
- Shell Energy
- Date
- 2021-08-06
- Location
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- Location
- East Kilbride
- Reviewing
- Shell Energy
- Date
- 2018-07-10
- Comments
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What can I say except that it's the best and cheapest I have ever been with. I love it!
- 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.