1,452 Customer Reviews over 37 pages
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- Location
- Ashford. Kent
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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Diabolical in every respect.They tried to tell they hadn't received my router 2 months after it was returned with a proof of post office receipt. I was in credit when I left Shell for a better service but I again had to ring Shell as they were going to deduct the £35.00 from my credit cheque then whilst on the phone an adviser wavered the £35.00 as they had received the router.
This morning they did the same to my Mum leaving her so distraught saying they hadn't received her router from when she returned it at the back end of August. She rang about a credit cheque and they said it would be upto 10 days after her initial call on 19th October which today 14th November she still hasn't received it.I rang on my Mum's behalf and again they waivered the £35.00 for the router and her credit cheque will be with her within 10 to 12 days. They wanted my Mum to send the proof of posting receipt for the router because her word wasn't good enough She's 81 years old why would she tell them she'd returned the router if she hadn't.
Rude advisers without any compassion.
Honestly they should never of taken over the Post Office homophone and broadband. Shell are not fit for purpose. Avoid at all costs.
So pleased my Mum and I now get our homophones and Broadband from a much better company.
Shell Go Do One.
- Location
-
- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-04-19
- Comments
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Really bad customer service. At the moment I am in dispute with them. I can prove I have paid them - they say I haven't. I refuse to pay twice!!!
- Location
-
- Location
- Littlethorpe Leicester
- Reviewing
- Shell Energy
- Date
- 2021-11-25
- Comments
-
Absolute waste of my hard earned money slow unreliable wifi
I'm not receiving the service I'm paying for
- Location
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- Location
- Pontefract west yorks
- Reviewing
- Shell Energy
- Date
- 2018-01-12
- Comments
-
Customer service is awful went with them on 7th december everything wad ok till 20th december it all went off no phone or internet rung them told engernier would come out but not till 27th december they came said nothing wrong with the line or exchange and that there is no signal from their server so they must of switched it off still did not get it back on till today they rung and said my internet wsd going live today to me that means that they had switched it off so dont go with them at anycost
- Location
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- Location
- Marlow
- Reviewing
- Shell Energy
- Date
- 2021-09-23
- Comments
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Same as for many others, the problem was/is with returning the router. Despite having returned it, got charged 35 for not returning it. Called customer service and now waiting for an email to which I can reply with my proof of postage. Pretty disgraceful!!
- Location
-
- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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Absolutely terrible, literally counting the days when I can switch to a new provider, actually makes me miss AOL dial-up
- Location
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- Location
- Torquay, Devon
- Reviewing
- Shell Energy
- Date
- 2022-11-10
- Comments
-
Useless. I am still being sent arrears statements when 3 months credit agreed for customer retention sb
Scheme. Take at least 45 mins to talk to anyone on phone.
- Location
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- Location
- Wales SHEFFIELD
- Reviewing
- Shell Energy
- Date
- 2019-01-02
- Comments
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DONT USE. Not much better speeds than the old dial up used to be. Definitely DONT GET IN FRONT WITH PAYMENTS. I've been waiting over 4 months for money they owe me. Appalling service!
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
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Can't even login to my account. Was transferred to Shell when Post Office sold their phone and broadband to them last year. They must be the most incompetent providers on the market. Deal ends soon so I'll be outta here!
- Location
-
- Location
- brighton
- Reviewing
- Shell Energy
- Date
- 2019-10-21
- Comments
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ABSOLUTELY APPALLING SERVICE, for the 1st month of using this sham balls of a service my Wi-Fi was down for 2 weeks, I was promised a month free which was not good enough from the start. they sent out an engineer after the 5th phone call to complain and I was told I would not be charged for this as this was a fault of their own, I have just had my bill come through and SHOCK I have still not had the free month taken off and I have been smacked with a £54 bill for the engineer I was PROMISED I would not have to pay for, AVOID THIS COMPANY
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-09-07
- Comments
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Worst company ever!!!!
Been without internet for the past 7 months.. and they keep charging me for it. I’ve called them so many time, asking to review my case, they just state that the charges are fine because from their end all connections are good. I asked them to check data flow and they refused to do so.. I’m just so dissatisfied about this company.
AVOID at all costs!!!!
- Location
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- Location
- Wishaw North Lanarkshire
- Reviewing
- Shell Energy
- Date
- 2024-01-01
- Comments
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I am sorry I went with Shell Broadband I am never off the phone to them because my connection keeps dropping and its been like that from day one,I've told them I think there's a fault with the router but there not doing anything about it,I wish I had never left BT,and I definitely won't recommend yous.
- Location
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- Location
- Fulham
- Reviewing
- Shell Energy
- Date
- 2022-06-16
- Comments
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So far I've been with Shell for a short period of time having previously been the the Post Office, which was excellent. Unfortunately they handed over to Shell. It's been nothing but a nightmare. Slow, unreliable, customer service queue too long and the final straw.....trying to pay my bill I use the website to view my bill of course before paying. Each time without fail, it didn't recognise my email address, then didn't recognise my password, when I tried again and it accepted both of these, I got a page saying OOPS SOMETHING WENT WRONG, try again later. Tried later, same problems up to an hour trying to get to my bill, finally get there and go to pay and informed "your have no outstanding bills' having only received an email a day before asking me to pay!! So fed up I decided to switch to another provider, who by the way, is far cheaper. Shell had the nerve to try and charge me exit fee of over £100 justifying this by telling me, I could have called, or had a chat, if their website isn't working. I do not pay bills without viewing them first and cannot access this without wasting an hour. Basically they're brushing me off and blaming me instead of fixing they ongoing website problems. This is now becoming the norm for most big companies, I am now in the process of discussing with the Ombudsman.
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Be aware before signing up! Transferred from PO after 15 years with them. Customer service terrible. Can't get to speak to right person after waiting ages on the phone. No response to email in 3 weeks. Contract expired 6 weeks ago and they are now charging £40 a month for calls and 3mbs broadband because I have not taken out new contract with them. Signed up to another provider but Shell have refused to transfer my phone number three times even though Ofcom say that they should. I am now having to change my number to get away from them.
- Location
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- Location
- Cumbernauld
- Reviewing
- Shell Energy
- Date
- 2023-03-30
- Comments
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Terrible connection and even worse customer service. Router will disconnect almost every 20-30mins and can take 17 mins to load a photograph, or 9 mins to load a Google page, even while sitting next to the router. If you want to cancel, you'll be transferred to different departments and made to explain why you're cancelling to every one of them, just for them to pass you to someone else and explain all over again. Even if you ask them to log a complaint, they just email you saying they've closed your complaint, without actually speaking to you at all regarding it.
If you want to pay for wifi but never actually intend on using it whatsoever, then this is perfect for you.
- Location
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- Location
- Dinnington Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-02-04
- Comments
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I've had my gas and electric from them for years and never had a problem, so decided to give their broadband service a go. I signed up for £18.99 a month.
I have been with them 6 months and have never seen a bill and can't access anything online. They charge me random amounts whenever they seem to feel like it, 3 months in a row, weird amounts then miss a month then it starts again and my broadband drops off intermittedly most evenings around 8pm. I have tried calling their call centre several times, I held for 20mins the first time, 30mins the second then 30 the third time, I never actually spoke to anyone any of the three times I called as I got sick of waiting and hung up realising it was probably costing me a small fortune being on hold for so long and doubting anyone was actually there, I emailed them a few days ago, got an automatic response but have yet to be contacted back by a human.
I would definitely recommend them for their gas n electric, but I don't think they're actually set up properly yet to do broadband customer service, so I would avoid them if I were you.
- Location
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- Location
- Southwest
- Reviewing
- Shell Energy
- Date
- 2020-08-14
- Comments
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Moved house, tried to move contract over to new house. Was told we would not receive an early termination fee. However, 3 months later, being pestered to pay £150 for an early termination fee! Impossible to get through to them over the phone. Absolute rubbish.
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2023-07-25
- Comments
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The worst customer service I have come across,unfriendly pass you from department to department,dont use this broadband provider
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-09-22
- Location
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- Location
- Aldershot
- Reviewing
- Shell Energy
- Date
- 2023-09-23
- Comments
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Appalling service, it has been several weeks of waiting for installation then the engineer turned up and said it was up and running but broadband never worked. They sent another engineer who stated the line was never active and has never worked, plus he cannot fix it. We still do not have broadband as it is constant to and fro with them
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Comments
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Worst internet. Takes at least half an hour to talk to anyone. Had BT come out twice and charged both times for their issue even after I was told I wouldn't be charged for the second call out. Charging me £35 for the rooter and ignored my cancellation requestion from October. The whole service is shocking and no thought about their customers. Their online chat service has been offline for months.
- Location
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- Location
- Northwich
- Reviewing
- Shell Energy
- Date
- 2019-11-15
- Comments
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Honestly the worst internet and customer service I've ever received, joined in August and no internet to this day and still no solution and saying I'm the one that needs to pay to leave! AVOID SHELL LIKE THE PLAGUE absolutely terrible!paid nearly 100 quid for internet I dont have and they want 234 quid to leave it's the worst I've ever seen, and I hope to god shell energy can read this!
- Location
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- Location
- Worcestershire
- Reviewing
- Shell Energy
- Date
- 2022-02-25
- Comments
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Shocking customer service ,they put me on hold over an hour,they did this twice .I wanted to end my contract .they never messaged me back or callback .when I did get through on the phone eventually they lied and said they would send me an email to confirm my cancellation, ive never received this email.then they sent me a letter confirming cancellation. That was two weeks ago.yesterday I got two more letters off shell energy ,one stating my broadband contract had ended ,the second letter stated my direct debit was just set up ? I checked with my bank ,and after I cancelled my direct debits with shell,they took the liberty to set up a new direct debit, shocking treatment.the bank have had this happen before off this company ,we were with the post office before they sold to shell.I would avoid this company like the plague .absolutely shocking shambles .
- Location
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- Location
- Carmarthen
- Reviewing
- Shell Energy
- Date
- 2023-06-26
- Comments
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I reported a line fault and was informed by Shell that they had supplied the wrong router for the broadband package I was on and supplied a new one which didn't work !!
I reported that the NOT wall unit indicates a line fault only to be told to perform a series of tests on the router and wiring no avail.
Further phone calls with the telephone line disconnecting while being transferred to other technical departments!
Further calls to Shell and finally advised that a telephone service engineer would call same day at 3pm or following day between 10 - 12am.
No engineer arrived.
Further call complaining about this only to be told that no engineer's appointment had been made.
On the Saturday I was finally able to speak to someone in the UK who promised to get an engineer to attend on the following Monday.
To my surprise an Openreach engineer came on the morning and sorted the line fault out and confirmed that it was the line and not the router or wiring to the router at fault.
I cannot wait until I can change my broadband provider and hopefully not experience the problems with a very inefficient technical support Department like Shell.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-26
- Comments
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Service should have started two days ago, but couldn’t because I wasn’t sent all the kit needed for the hub. Because of bank holidays I’ve got to go x5 days with no Wi-Fi or to. Honestly, find another Supplyer.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Transferred from "mypostoffice.co.uk" in takeover. I've been overcharged and ignored when complained via email, but eventually reimbursed. Until my October bill:- notified of charge but unable to download and print bill despite constant failed attempts. Excuses: "Oops something gas gone try again later" "Sorry wrong password". "We are very busy try again"
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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When it works it’s been fine. Turns out they seem to have faulty routers. They’ve sent 2 out now and both don’t work on Wi-Fi reliably. Open Reach have been twice and confirm the line is perfect. I only changed to shell 8/11/22 been a nightmare since. Customer service hard to get to. Numerous router resets. Last engineer tried my old EE router and guess what. Yep perfect internet access. Shell routers were connected to our devices by Wi-Fi would work for a while after reset. Then drop out. The thing was I could stream TV all day long through Ethernet but Wi-Fi no go. Now running perfectly on EE router. Waiting for shell to compensate for on off service since 08/11 and a small fortune in mobile data as we all have very little on contract and bought loads as we use Wi-Fi at home most of the time. I’m stuck for 18 months. If I were you I would look elsewhere for a service provider
- Location
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- Location
- Kelly
- Reviewing
- Shell Energy
- Date
- 2021-06-24
- Comments
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The worse company I have ever come across , appalling customer service they have no idea about broad band and constantly huff and puff on phone before conveniently being cut off , tried to persuade me to buy extra connectors costing over £8p to help with my wireless problem but when the engineer from BT came out they confirmed that Shell had turned my wireless connection off purposely. Please avoid avoid avoid . I cancelled eventually due to no internet service at all !!!!’
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2021-07-21
- Comments
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Terrible internet service & customer care. Internet signal constantly drops out & WiFi reception around the home is limited to the room with the router only, which is unreliable too. Called customer service & they were rude, made excuses for constant bad signal (e.g. using too many devises at once- only me at home so only one ever used at one time) & came up with silly suggestions to fix the issues. I gave them the opportunity to resolve before swapping to another provider. Shell informed me it was my phone line, I now have a new provider with excellent service & guess what- no issues with my line. DO NOT go with shell energy broadband
- Location
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- Location
- Northern ireland
- Reviewing
- Shell Energy
- Date
- 2024-02-21
- Comments
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Poor connection phoned them mon week and they said they would do a reset, still as crap as ever. Regret signing up with them! Suppose to be fibrus top speed but I'm lucky if get any signal! I wish to opt out of my contract as I'm not getting what I paid for. Wish I read reviews before getting.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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This company it's bad end of contract didn't tell after finish pay off finals bill 2 months later ask you to send router back if not return charge £35 very rubbish service
- Location
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- Location
- Stourbridge
- Reviewing
- Shell Energy
- Date
- 2022-11-07
- Comments
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How on earth this outfit calls itself a utility company is beyond me. Honestly I could write a book! Incompetent doesn't come close. I would advise everyone to keep well clear of these idiots
- Location
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- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
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So far BLOODY USELESS.
To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
Wish I had NEVER JOINED!
- Location
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- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2019-06-19
- Comments
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Wish I'd never heard of these jokers.
What a shower! Phoning the "helpline" (pause for howls of laughter) is a nightmare;ditto the live chat (who was the idiot who first dreamed up live chat-another nightmare)
I moved in recently, their engineer came to reconnect a line, asked how many extensions I wanted activating (note, activating NOT installing) we agreed on three or four I forget which and away he went.
Several days later I find not one is working and when I complained I was told they only install one and if I want more extensions INSTALLING (note installing, not activating)I should get it done by an electrician.
They obviously did not read my first email and it took two reminders to get a reply at all.
STICK TO SELLING PETROL SHELL-you're useless at Broadband.
DO YOURSELF A FAVOUR PROSPECTIVE BROADBAND PURCHASERS-GO SOMEWHERE ELSE!!!!!!!!!!
- Location
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- Location
- Stoke-On-Trent
- Reviewing
- Shell Energy
- Date
- 2020-02-06
- Comments
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I am a disabled person who has to input my medical blood results every day, these incompetent guys have left me with no phone and no internet and are even trying to charge me £60 for a new line which wasn’t installed. I’m now left with nothing for a week because that’s how long they have said an engineer will take to come out. I do not know the levels of medication I’m meant to take because I cannot input my blood score so this time tomorrow I could be in hospital because I could have taken to much medication or to less and these people at Shell just don’t give a crap so they have left me frightened ***AVOID AVOID AVOID LIKE THE PLAGUE ***
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-08-30
- Comments
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Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
They think this is all they have to provide and they (shell) deem this acceptable.
- Location
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- Location
- Ferndown
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
-
Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service
- Location
-
- Location
- matlock
- Reviewing
- Shell Energy
- Date
- 2023-09-12
- Comments
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I would not recommend shell energy broadband and phone to anyone , Had no problem at all with the Post Office. but when Shell took over they cut me off and sent a engineer out to check my router and said that I wanted a new one when in actual fact it still worked as I tried it before sending it back They told me that I could upgrade to superfast fibre and the contract would last 18 months at a cost of around £29 but every time I receive a a paper bill it has gone up and the last one that I got was £44 , I spent 1 hour 45 minutes on the phone just to hear music playing so I hung up after getting an head ache the day after I hung up after 30 minutes.I received a letter telling me that a charge of £2.25 for a paper bill it stated that the charge would be taken on the 11 of September if I did not contact them by the 30th of august I received the letter on the 11th of September.funny how when you need to contact Shell for joining it is dead easy to get in touch with them but try getting in touch with a problem and see what happens I am considering just cancelling my direct debit payments because it seems to me that the contract is not worth the paper its wrote on , I cannot even get through by using the computer they are a dreadful outfit .
- Location
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- Location
- Gwynedd
- Reviewing
- Shell Energy
- Date
- 2022-06-14
- Comments
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Shell bought the company that supplied my broadband. When I cancelled they wanted a full month of fees plus an extra fee of £35. I contacted the complaints department to enquire about this and got the usual…. Due to high volumes of customer enquiries……got a reply on June 7th….however I got the threatening email from a debt collection agency on 20th May….and it turns out that they want the money to dispose of my 3 year old router…… what a grabby corporation.
- Location
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- Location
- Clapham North
- Reviewing
- Shell Energy
- Date
- 2021-04-14
- Comments
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I wish I had never entered into a contract with Shell Energy, the cheap price is there for a reason. The Internet is so slow and the signal is super weak. In doesn't reach all areas of my tiny 2 bedroom flat.
- 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.