1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-02
- Comments
-
Please for your own sanity do NOT get shell broadband. Signed up to their ultrafast fiber was promised over 100mbs (advertised 295mbs). Got an unstable 50mbs connection after 4 months of stress trying to work I had to leave, this is after hours on the phone to them time and time again. Anyway at my wit's end cancelled contract then they charged me for 18 months at full price to cancel even tho I NEVER EVER got the service I paid for. Please stay away from Shell broadband they LIE about there so called speed, shell broadband don't help and don't care. BE afraid of shell broadband and run away as fast as you can! Thanks I hope this helps u decide on your next broadband.
- Location
-
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2019-06-01
- Comments
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Think twice before joining. Once joined when you decided to leave you will have to pay additional £15 even you are over the fixed contract period, and you will be charged for another £35 if failed to return their router within 30 days. The speed is slow compared to my previous provider (Plusnet) and now i am going back to Plusnet, no additional charge when leave and their price is already included the router i do not need to return it.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2024-04-04
- Comments
-
Two weeks ago around 1.00am internet stop!!!
Phone calls non stop customers service cut off twice. Then Today at 1.30am Once again internet cut off they want MONEY but they don’t deliver the service! Postoffice broadband was never as bad as this company. Who is my provider from Postoffice sold to Shell then to Octupus then in February to Talk Talk but was told by shell they will deliver the service. These companies should stick to oil if there’s any left because we want Internet NOT OIL!!!!
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Transferred from post office and moved home.they offered new contract which i accepted.
When engineers visited,they could not connected to my existing cable and wanted to make more holes on front windows which i did not allow and they left
Upon calling shell,i was confirmed that contract will cancel itself in couple of days.
I called them up today and they want me to pay £350 cancellation charges.
Note: cooling off period has ended 7 days before they sent engineers and we customers have not right if thier engineers fail to carry out thier jobs properly
I am devasated and can not pay £ 350 for the service they never provided.
Please advise
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-07-29
- Comments
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Truly dreadful in every sense. The download speeds were very poor, far worse than PlusNet, despite 'targets' being higher. Being with PlusNet and Sky for a number of years, we made the mistake of switching to Shell, and have we regretted it! The upload speeds were so shocking that we have had to use mobile internet hotspots to function. Despite wanting to exit in the first month, we have had to pay hefty termination charges. Do not go anywhere near them.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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We tried to upgrade our speed, but due to a glitch in their system, we lost internet completely. Restoring our connection is going to take just under one week. If you need broadband for remote working, I wouldn't use this provider.
Also, customer service waiting times are around 90 minutes.
Also, discounts magically disappear mid-contract, so watch your bills carefully.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-04-27
- Comments
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Failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.
Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.
The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.
To sum up:
Shell Energy Retail Ltd can't connect phone lines
Shell Energy Retail Ltd won't connect phone lines
Shell Energy Retail Ltd can't make phone calls
Shell Energy Retail Ltd can't receive messages on an answerphone
AVOID AVOID AVOID this company at all costs.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-06-21
- Comments
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Late payment of about one week which I actually paid in full but shell have already taken my name to the credit agency which now affect my credit rating status
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Disgraceful company. Took over my Post Office broadband (I never had a problem in 6 years with PO). Shell cut me off straight away, blamed a cable for it. Made my buy a new router, exactly the same as the PO one. Didn't work. Said I didn't know what I was doing and was plugging it on wrong (!). Still awaiting compensation. Every time I speak to them I have to wait 45 mins on hold listening to their vile music and adverts. They have missed the March billing date for PO customers, so we will be charged double in June. I want to leave but I wonder if they're going to try and ruin my credit record and send the bailiffs round for non payment of non existant bill. The most disgraceful company I have EVER dealt with (including Talktalk circa 2008) and Vodafone. In fact, it's an insult to put those two companies in the same feedback as Shell. I cannot wait to get away from them, and yet I'm afraid to leave. They are pathalogical liars, they say they're going to do something, and just don't. WHy should they, I'm only some crappy PO customer that was forced on them. If only I'd read the reviews I could have avoided the horror of dealing with this vile company. Unless you really are stupid, don't go anywhere near them, don't buy their expensive petrol either. That's all they're good for - pumping gas.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-18
- Comments
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I can only agree with all the other negative reviews - AVOID!!! I had been with Virgin Media for more than ten years, but unfortunately had to switch as they don't provide my new area. Shell customer service is the worst, a bunch of useless call centre employees who are not in any position to make changes/cancellations etc. but forward your request again and again. They confirmed by email that they would push back my activation date, but I then received an email a day before original activation date, that my service would go online next day. I called them (finally getting through after 20 minutes) only to hear that my request had been rejected, but they couldn't tell me why. They also could have let me know instead of me calling them to find out (even though they had confirmed by email)! I then asked to cancel my contract within the 14-day period I was allowed to do so as I wasn't even living in my place yet. Request rejected as well! What a joke!!
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2023-06-23
- Comments
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Deviously was with talk talk who have terrible customer service and also a few technical issues. Ever since I moved to shell energy the wifi keeps dropping out and line speeds are super slow, no where near the fibre I am paying for. Two openreach engineers have visited, the last one saying they cannot find a fault in the line and the issue must be the router, since shell rent the line from talk talk. Shell initially refused to send me a new router but after contacting them again they agreed. Now wait g for new router to see if it fixes the intermittent and very slow broadband.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-04
- Comments
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Avoid! Attractive headline prices but misleading sales advisors abound.
We signed up having checked twice with Shell staff (and on their website) that we could keep our landline number. Apparently it is simply not possible for the majority of Virgin Media customers to take their phone number. Shell call centres woefully short staffed so expect to spend 30 minutes to get anything dealt with (charged number). The clue is in the name: sHELL!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-08
- Comments
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I signed up with Shell and went live on 24 August. The price agreed was £20.99 per month inclusive of VAT for 18 months. I received the first invoice on 3 September charging £25.90 inclusive of VAT. A 25% increase and without any notice to me that they intend to increase prices. Customer services told me that prices were increased on 1 September but could not explain why they were increasing prices only 7 days after the commencement of the contract and why it is increased by such a high percentage. Shell also could not explain why they had not provided me with notice of the price increase and why at the time I entered into the contract they did not disclose that prices would increase on 1 September. I made an official complaint but I am not holding my breath. Fortunately I am within the 14 day cooling off period and I will transfer to another provider. This is a very shabby way to market for new customers and run a business. I intend to inform Ofcom and also cancel my direct debit in case they try to charge me for the full contract. Their practices are so lacking in integrity that I would not be surprised if they tried to do that. Stay clear of Shell.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-10
- Comments
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so far a very good service all round
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-01-23
- Comments
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This company broadband is RUBBISH please AVOID AVOID, If you planning to switch broadband to the First Utility may face huge financial debt If you terminate a contract, or you may get stress until the end of the contract. I don't recommend First Utility broadband.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
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Stay away from them!
Today was my activation day, first day with their active broadband. Since after a couple of hours I realised that I was downloading at half the speed of my previous provider I contacted them to cancel.
Their contract says that "you have 14 days to cancel without charge", unfortunately I discovered that they start calculating the 14 days from when you confirm that you want to switch.
the day you confirm that you want to switch to them and if I cancelled I would have to pay the full year of supply. Since between the day you sign and the activation date you have to wait 2/3 weeks there is no way to really test their services.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I haven't had my first bill yet and I spent so much time holding the line with their customer service. Never manage to have a resolution but only be passed between customer service, retention service and technical support.. not a single person has taken ownership of the issue or got anywhere close to give me a solution. I'm dreading the thought I'm now stucked with them for over a year. What a massive mistake !!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-04
- Comments
-
Usage to date : 3 months.
No. of previous Broadband suppliers : 3.
Speed : Decent but not as fast as previous suppliers. Especially noticable on Netflix loading times.
Reliability : A couple of minutes of dropped connection, about once or twice per week on average, but tolerable.
Customer service : Friendly, average waiting time 20 min.
Other notes : Initially provided with faulty router, hence no connection for a week. Sent over engineer to confirm this. Router replacement received about 2 days later. Later, errorenously charged for engineer visit (around 80 GBP) so had to contact them to correct this.
Not recommended as it has under performed in all categories compared to previous suppliers.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-11-11
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-03-25
- Comments
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I get 40mb with Shell, PlusNet were far faster.
I also didn't use the correct link to get the 'deal' and by the time the first bill came, I contacted them and they just said 'well it's too late to cancel now'. Awful customer service.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-11-12
- Comments
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Anyone who is looking to switch to first utility broadband please don't they are the worst internet provider ever. I have been having problems from day one and still have.I wish i read reviews before i joined, but its too late now.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-04-30
- Comments
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I have had First Utility for energy and broadband and have never experienced such a poor service from broadband. The ideal situation for me was to have all services from one supplier so I was happy to sign up for broadband when it became available. I have now changed energy supplier because of the association with broadband being so shoddy, and can't wait for the contract to end so that I can switch broadband as well. My previous broadband speed was 12Mbps and when I was quoted an average speed of 11Mbps I accepted that because of the aforementioned convenience with energy. In reality I have never received 11Mps and because of failures to connect devices I started monitoring line speeds. The maximum speed measured was 7Mbps but more often than not this was around 4 or 5. Sometimes it is not possible to connect at all. Constant reports to the service line have not made any difference to the service even after telling them that previous suppliers have had no problems in the feed. I do not know what difference Shell will make to the services but on what I have experienced I would recommend that any prospective customer look very carefully at the provision and try to get some assurances before signing up. Thankfully my contract expires in June and I will be looking for a proper broadband service.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2020-03-14
- Comments
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The worse internet I've ever had. Stay away as far is possible. the speed is so slow that you won't be able to do anything.
AVOID!!!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-03-19
- Comments
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I normally switch broadband regularly and never automatically renew. Shell Broadband is the worst I have ever come across. The broadband was not too bad until Feb 2021 when they claimed to have upgraded it and its gone worse.
My contract with them ends in May 2021 and today they tell me I have to pay a cease fee for ending the service even if I end it after my contract has ended. This is daytime robbery in my opinion. They are penalising me for leaving them. This feels like its aimed to deter people from leaving them and its unfair. Are we supposed to stay with the company for life or else we incur a penalty charge? Ridiculous!!!!
- Location
-
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-25
- Comments
-
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
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-02-08
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Comments
-
Terrible customer service - absolutely unhelpful! We called to say that we are moving to a new address and were promised to receive a new router in a week time. We didn't receive it for more than 10 days and called - after an hour waiting on the phone we were shouted at by a customer service representative that they don't have a record of our call and we need to wait for another 2 weeks and pay more fees for someone to come and check our property. We were not given options to cancel and the guys just hanged up the phone! Stay awayfrom them!
- Location
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- Location
- LONDON E18
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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STAY AWAY! They promised service, in the end Openreach attended and said they could not offer even basic DSL never mind fibre - but of course by then old service was turned off - so now I am without and have been for weeks - and they take days to reply
- Location
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- Location
- London NW1 8UB
- Reviewing
- Shell Energy
- Date
- 2023-08-09
- Comments
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Contracted Shell broadband over a month ago for offer of £26.99. Engineer booked for 9th August 2023,between 8 as m and 1pm,they did not turn up, on phoning them the lame excuse that it had been cancelled by them and apologising for not informing me. Utterly Useless!!!!! WASTE OF TIME!!!!
- Location
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- Location
- Looe
- Reviewing
- Shell Energy
- Date
- 2023-03-08
- Comments
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Shell took over from Post Office broadband. Since then the internet service has got worse and worse. The speeds are terrible and the connection keeps going down. Last straw was when they suspended my account by mistake and admitted it had been their fault. Now raising prices at an inflation busting rate. Avoid
- Location
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- Location
- Loughborough
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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DONT GO WITH SHELL - it should have zero stars. A series of looping automated online systems and a call back system that was designed to call me and instantly hang up meant it was almost impossible for me to get through to make a complaint. When I did I found out that Shell Customer Services is outsourced to a company or companies with employees in other countries who have no interest at all in Shell's reputation or indeed providing a service to their customers. I was given a series of contradictory instructions re returning a router which I had done using the original label provided when I joined 3 years ago. I suspect that the address on the labels then has now changed - whatever I was charged for a router anyway because it supposedly failed to arrive. Four weeks had lapsed and by this time I had lost the proof of sending. To actually send that proof now would be extremely difficult since as above the looping system is designed to make it impossible to fill the boxes to enable you to submit a communication. NIGHTMARE
- Location
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- Location
- Lowestoft
- Reviewing
- Shell Energy
- Date
- 2023-08-16
- Comments
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As a vulnerable disabled person who is very reliant on a reliable WiFi, Internet service I totally regret signing up with She'll Energy as it's extremely unreliable
- Location
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- Location
- Lowestoft
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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This box isn't big enough!! Awful customer care, billing extortionate,phone contact act abysmal, have they all died!! Left 2 months without incoming calls(crossed line) broadband intermittent to say the least. Son was ex Royal Mail customer, thankfully have bailed out!!! DO NOT TOUCH THESE. Arthur Meadows.
- Location
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- Location
- Luton
- Reviewing
- Shell Energy
- Date
- 2020-03-25
- Comments
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Agreement was 'VAT included' prices. First bill had VAT added to these prices!
Unable to get a reply from Shell, looks like OFCOM next.
- Location
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- Location
- Lutterworth, Leics
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
-
1 week after placing my order for broadband I receive a phone call to say they cannot guarantee my broadband will be switched over on the same day. They told me it was my fault for giving notice to my current provider, something Shell Energy told me to do!!! Not happy as my current supply is being cut off and I have no new provider!
- Location
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- Location
- Lyme Regis
- Reviewing
- Shell Energy
- Date
- 2018-01-10
- Comments
-
I am absolutely disgusted with this service and have obviously been sold a pup. I can't speak to anyone so in desperation have moved to anothet supplier after the first month.
- 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.