1,452 Customer Reviews over 37 pages
-
- Location
- Stoke-On-Trent
- Reviewing
- Shell Energy
- Date
- 2020-02-06
- Comments
-
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
-
- Location
- B
- Reviewing
- Shell Energy
- Date
- 2023-04-25
- Comments
-
Utter shambles. Signed up because they promised low cost and high quality. They deliver the opposite. "Guaranteed 67mbps" lol, actula is about 10. on their own speed checker. Repeated complaints confirm this. What do they do? Nothing. Prequent disconnections, slow and unreliable. Now lets talk about charges. Signed up at £24 a month. It wont stay at that, after three months up to £28, more price increaces coming. They say they have to put prices up, its a scam, their web signups are still advertising £24 a month. Dont buy into it.
- Location
-
- Location
- Leamington spa
- Reviewing
- Shell Energy
- Date
- 2023-07-10
- Comments
-
They are very bad in service, font go for shell energy broadband. I have a very bad experiences as compare to others
- Location
-
- Location
- Burbage
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
-
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
-
- Location
- Hinckley
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
-
My mother in law relies on wi fi for various devices like Alexa, so we can call her 100 miles away between visits.
The reliability of wi fi was poor, kept dropping out, she was paying way over the odds £20+ compared to other providers. But the worst was the lack of help upgrading her to fibre, the agents offered to call her but never did.
- Location
-
- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
-
After over 5 hours of calls with…
After over 5 hours of calls with waiting times of 30-45 mins for calls to be answered I am no further forward. Shell advised me in August that as I was switching to a new supplier my line would be discontinued in September, this was news to me as it was not something I had requested. I eventually managed to speak to an advisor who assured me that everything would continue as before I was not changing suppliers and that it had been an error.
September 10th another letter arrived from Shell telling me that my service had been transferred to a new provider. Shell had cancelled my phone line.
I emailed Shell but have yet to receive a reply.
Today I have spent 1hr 48mins on the phone to them only to be cut off. In that time I spoke to Zac customer services, Justin retentions, Jaspar sales, Usman customer services and finally Sharon retentions, each one having passed me onto the next until I was cut off by Sharon. During the call I did ask Usman who my new provider was but he said he couldn't access that information on his screen and he said there wasn't anyone more senior than him to access it, I would suggest he was unable to access it because there is no new provider it was because Shell no longer provide line only contracts and require customers to have broadband, if only they had been more honest about this in their correspondence.
The service I have received has been disgraceful, I have been advised by another provider that it will cost me £77.50 to get the line reinstated plus a cost of £20 to retain my previous telephone number.
My advice is steer well clear of this company if honesty, integrity and good customer service is what you expect!
- Location
-
- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2022-11-18
- Comments
-
INEPT is all I can say about this shoddy company- turned my 86 year old mothers phone off since 10/11/22 still today no service - she has pay as you go mobile has used all her credit trying to call them. I have been on hold for over an hour being passed from one imbosile to anothe TOTAL DISGUSTING CON MERCHANTS _ ROBBING ELDERLY PEOPLE- SHOULD NOT BE N BUSINESS - SHAME ON ALL OF YOU USLESS IDIOTS!!!!!
- Location
-
- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2020-05-18
- Comments
-
Avoid like the plague.
Appalling speed, wifi coverage and customer service.After 6 months of below average service wifi started dropping out. Got the usual guff about 'too many devices connected' (I didn't have) all a con to get me to sign up for 18 months superfast fibre.
I'll be changing provider ASAP.
- Location
-
- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
-
Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
- Location
-
- Location
- South Shields
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
-
Do NOT use this awful and abysmal sorry excuse for a company
I signed up and had a very slow speed service
I cancelled and moved address in a very short time frame and was just about within cooling off period
They charged cancellation fee which I did not owe so did not pay
They then affected my excellent credit rating by putting £106 cancellation fee debt onto my report
Nasty unfair thieving company with unusable service which kept going out
- Location
-
- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
-
Complete Garbage. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat now ex loyal energy customers. Of course I will now be ditching them as an energy customer. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some lunatic reason. Passive aggressive bunch of idiots arent they. Probably because i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these crooks push you around.
- Location
-
- Location
- Aldershot
- Reviewing
- Shell Energy
- Date
- 2023-09-23
- Comments
-
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
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2020-07-27
- Comments
-
I joined Shell Broadband back in December 2019. At first it took them about 2 months of constant emails to give me a static IP address. I also emailed them before I joined to confirm if I can use my own router the said yes. I a have for the last 8 weeks been getting constant disconnections. They tried to send me out there premium router which was a bit better but still disconnects. They sent out an Open reach engineer the first time who found a line fault and fixed it..the second engineer didn't find anything and I have now been charged over £70 for him turning up and doing nothing. I believe that Shell Energy use Talk Talk infrastructure (they have some of the worst reputation in the industry if I had known this I would not have joined). I now have escalated this to ombudsman and awaiting there verdict. I have never had any issues with any other ISPs AVOID THIS ONE LIKE THE PLAGUE
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-04-11
- Comments
-
I work 12 hour days so am rarely at home to use the internet, maybe stream Prime or Netflix for an hour or two a night, occasionally Zoom and WhatsApp. I have no other devices that connect and it’s currently a one person household. Changed to Shell and the internet is dreadful. The modem switches itself off multiple times a day losing connection. For example watching an hour show on Prime- usually the modem will restart 3 times. This isn’t buffering - it completely loses connection. I called Shell and they told me they’d book an engineer as there was a problem with the line and I might have a faulty modem. I got cut off at the end of the call, they didn’t book the engineer and I called back. The next person refused to book the engineer and told me the previous person hadn’t followed the protocol and that I needed to take steps to fix the modem myself. They declared the connection fixed, which it was not. They even had the cheek to tell me I was a high volume user and I needed to upgrade to a more expensive package! I then got a call the next day (which was a reply from the email I sent 5 days before) from someone who had not even had the decency to read my previous two calls with Shell, basically told me I was getting the service I was paying for and wouldn’t escalate this to management. Again tried to sell me a more expensive package! I advised I’ve never had a problem with either of my two previous providers with this speed- and asked again how on earth they can classify me as a high user of internet when I barely use it?
Anyway, they haven’t sorted any of this out. I can’t leave because it’s £6.50 a month for every month I cancel plus they charge a £15 disconnection fee when you leave, even at the end of the contract! Surprised it’s not illegal to be honest. Shell is outrageous- one word- AVOID!
- Location
-
- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-04-20
- Comments
-
Atrocious speed, intermittent connection and the worst customer services I have ever experienced. It's taken 9 months for them to put some effort into improving my connection. I doubt they would have done that but for the bad reviews I given them on sites like this.
- Location
-
- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2021-04-25
- Comments
-
Shell took over THE Postoffice Broadband. Since unable to reach sites i had been dealing with for years? No prior information or prior warning that maintenance, was been carried out. Hence no access to my broadband to carry out my daily Business with customers i have. Crap company.
- Location
-
- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2019-07-22
- Comments
-
One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- Shell Energy
- Date
- 2023-03-25
- Comments
-
Absolute Garbage! Avoid Avoid Avoid.
- Location
-
- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-10-14
- Comments
-
Utter useless internet, worked fine for a week and now I’m only getting 7.5mb speed which is now fast enough for the tv to work, it will work during the day but after 6pm to 11pm tv will not work.
- Location
-
- Location
- Watchet
- Reviewing
- Shell Energy
- Date
- 2021-11-15
- Comments
-
Our Internet connection is frequently not working . When we do get it it's less than 2 MG. At the moment it is .5 They have broken our contract with us so we looking to switch.
- Location
-
- Location
- U.k
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
-
The broadband speed so slow it STOP working after few days then u have to call them again and again
Which take so long to pick up calls ,u have to call them every week that broadband STOP working. BAD BAD BAD services.I wana cancel my contract but thay charge lot of cancellation fee,Please don't buy their broadband ever.
- Location
-
- Location
- NORTHAMPTON
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
-
Don't do it. They give you a 14 day opt-out option - what they don't tell you is that that expires before the service gets activated!! So, if it's god awful once live - they reply with 'there will be a cancellation fee'!!!
Even the CS agent knew it was a scam, 'most people just scream at me about it' he said!!! 30 mins to get through to tech support, tried to blame my devices first (of course) then had to fix it.
Avoid. Use pigeons instead.
- Location
-
- 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
-
- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-12-09
- Comments
-
Please do not subscribe to shell they are the world worst company they don't care about you if I could give the o out of ten I would in fact I would rather have piles than subscribe to this lot.
- Location
-
- Location
- Tiverton,
- Reviewing
- Shell Energy
- Date
- 2021-12-31
- Comments
-
DREADFUL company, apparently switched by Uswitch, loads of agro as when I moved to my new property there was no landline & cottage needed rewire & refurb. This meant that shell could not & did not supply any service. Since then Ive been hounded for connection fees.
Now with the Ombudsman.
In my opinion this company is beyond belief in their lack of customer service. Advice dont touch.
- Location
-
- Location
- Rustington, Sussex
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
-
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
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-08-05
- Comments
-
They're quick enough to sign you up and send you a router but, when the new router delivers much slower speeds than previously and keeps dropping out about 10/15 mins, it's almost impossible to make contact with them! After an hour and a half on hold, the issues were still unresolved. They say they offer an online chat option but this is always down, too (or maybe because my wifi's now really weak, it can't connect?). Absolutely the most slow and shocking customer service. They might be one of the cheaper providers but buyer beware! I wish I'd paid a little more and been able to make contact with my provider the same day. Instead, I've lost income due to loss of clients and had to pay for bolt ons on my phone to 'get by'. All whilst paying them my monthly bills! Absolutely shocking.
- Location
-
- Location
- Hastings, UK
- Reviewing
- Shell Energy
- Date
- 2018-04-24
- Comments
-
Do not sign up for broadband with this company! Incredibly slow internet connection, it barely works. I am only a couple of months into my contract and seriously hate the idea that I have to live with such a horrible internet connection.
- Location
-
- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
-
Absolutely terrible service,internet connection is off or drifting all the time,not fit for purpose,avoid this company like the plague,cannot wait for the contract to end,no such thing as customer service from them.shameful treatment to their customers and crap internet provision give them a wide berth.
- Location
-
- Location
- Llandudno
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
-
Awful service,I have had no network connection for almost two weeks. Endless hanging on for technical department. No replies to emails sent.
Promised call back within 24 hours, nothing.
Had no choice but to change provider even though I’m still in contract.
Of course I’ve had an automated response from Shell charging me for leaving.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
-
Don’t do it.
Broadband not working despite activation email. Still not working 6 days on from my activation date. Multiple instructions to turn the router off & wait 30 secs to see if this resolved the issue…
My first bill is likely to arrive before I actually get the service I have paid for. Don’t do it!
- Location
-
- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
-
Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps - at the time of writing this, it is just 9.59 - going to contact customer services today for an explanation.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
-
I change my broadband provider on a reasonably regular basis so I have dealt with quite a few different companies over the years. Shell is without doubt the ABSOLUTE worst from no connection to customer support, absolutely everything has been not bad but absolutely terrible. Please AVOID LIKE THE PLAGUE.
- Location
-
- Location
- Westcliff - on - sea
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
-
Awful service !, passed from person to person , sent out wrong wires so my wifi can not be set up. Its been 6 weeks without wifi and waiting for them to set it up. There technician didnt even turn up to fix the issue so i took a day of work and sat at home on my own all day without wifi. And iv spent £100 on extra data. THEY Refuse to cancel my contract unless i Pay a fee. Absolutely discusting service. They shouldnt bother, messing around with peoples livily hoods. DISCUSTINGGG
- Location
-
- Location
- South Lakes, Cumbria
- Reviewing
- Shell Energy
- Date
- 2020-12-19
- Comments
-
Avoid at ALL costs.
Internet connection constantly dropped. Almost daily and sometimes for as long as an hour and a half. Even when it was working, video calls and gaming were nearly impossible.
When customer service was contacted they first said there was no fault on the line, then changed their mind a week later and said an engineer would be out. No one turned up, and when I rang back the fault was magically fixed! They decided a new wire would fix the job. It didn't, obviously.
Their modems are from 2010 roughly, and I suspect that didn't help. But I am 100% certain that the problem was with their equipment, as I am now with another provider and have had no issues.
I paid to leave Shell early. They cut off the internet a day sooner than they were supposed to, leaving us with no internet for a day, which was nice.
They also are not a member of OFCOM (whatever the broadband regulator is), and so I think this is why they don't feel like fixing anything.
All this is just a long rant to say AVOID AVOID AVOID. I hope to God that at some point they will have no more customers left and concede defeat.
- Location
-
- Location
- Poulton le Fylde
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
-
DO NOT USE THIS PROVIDER!!!
Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!
- Location
-
- Location
- Woodcote
- Reviewing
- Shell Energy
- Date
- 2023-03-25
- Comments
-
Absolutely rubbish. Can't contact anyone to resolve problems. Wifi keeps disconnecting. Useless.
- Location
-
- Location
- goodier-webb
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
-
If I could leave no stars I would. Please avoid this company, I wish id have known just how awful they were but I thought being owned by Shell they would be trustworthy. They are unprofessional incompetent and worst of all unscrupulous. You anyone but SHELL ENERGY
- Location
-
- Location
- Bridgend
- Reviewing
- Shell Energy
- Date
- 2018-07-09
- Comments
-
Closed my account within an hour of opening due to reviews. Now I'm getting emails saying I owe different amounts. 5 calls 5 different locations put through to no one wishes to help. Totally appauling stay clear!
- Location
-
- Location
- Holt Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
-
Shell Energy Broadband as I was with the GPO and had excellent service with them! Shell are A rip off Energy company who want us to pay Five Grand per year for our energy they are a,Rip off so call Vodafone on 08080408408 and had hey they will save you a Fortune as Vodafone are a lot cheaper and shell are worser than Kcom!!
- 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.