1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-07-04
- Comments
-
The worst customer service I have ever experienced in my life. I would strongly advise you to steer clear of Shell Energy. We have been unable to use wifi for two months and I call about twice a week to follow up on my litany of complaints only to be told there is no issue. They refuse to let you talk to the complaints department and after a month of numerous phone calls they finally promised to send out an engineer. My two housemates and I waited at home for two days and no engineer arrived. We are being charged each month for a service they do not provide.
- Location
-
- Location
- Lyme Regis
- Reviewing
- Shell Energy
- Date
- 2018-01-10
- Comments
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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
-
- Location
- Lewes
- Reviewing
- Shell Energy
- Date
- 2023-06-27
- Comments
-
Absolutely rubbish, rubbish coverage/ no internet received however they will try and charge you for month you've had no coverage, the internet is an apsolute joke, rip off
- Location
-
- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2022-02-25
- Comments
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Broadband has been down since last Friday. Everyone i have spoken to has been pleasant and seem like they are trying to help but so far have not resolved the issue. After spending hours on the phone and a week without wifi i have asked for a goodwill gesture of a discount from my next bill and they have said no.
- Location
-
- Location
- Consett
- Reviewing
- Shell Energy
- Date
- 2018-02-28
- Comments
-
So bad broadband I have submitted at least 10 speed tests for their attention but still no good .Happy to take money ,spend your money elsewhere!
- 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
- Wrexham
- Reviewing
- Shell Energy
- Date
- 2021-06-15
- Comments
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The wifi signal has limited range compared to BT. Once I am on my patio, signal drops. I used to be able to access wifi anywhere in house and garden with BT. Also Shell blocks the use of 18866 service for cheaper international calls. Customer service were not able to resolve these issues. I am sorry I moved to a cheaper but poorer provider.
- Location
-
- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2021-03-17
- Comments
-
The only positive thing I can say for Shell is that their call-centre staff are very polite and courteous and as such they are one ahead of the mostly arrogant/unpleasant people I dealt with at XLN.
However, the speed with which they resolve issues is abysmal. At first I was impressed with them - the phone was answered quickly and the staff were pleasant to deal with. I presume though that this was because I was a new customer. As soon as they have you on board,it is a different matter. First, I was given an upgrade (with predictable price rise) that I neither wanted nor needed. My service was, during this time, suspended for several days. While this was hugely inconvenient, it also illustrated to me that I appear to have an issue with wifi - in that it is causing me health problems. While the wifi was suspended, the issues I had experienced, stopped. I therefore made the decision that my health and well-being are far more important than being hooked up to the internet and I asked Shell if I could terminate the contract early. They, predictably, are going to charge me for the full term of the contract, despite me saying that I am not going to a rival firm. Their response times to my queries are woefully slow. I do not blame the poor people who have the misfortune to man Shell's telephone line but the terrible management who put insufficient resources in place to deal with customer queries/complaints.
So, if you want pleasant call-centre staff, rubbish broadband reliability, and hideously slow complaint resolution, then I can't recommend Shell highly enough!
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
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Been trying to contact over contract renewal spent 40 minutes on phone with only music and your call is important to us can't be that important if your not prepared to answer!! Will try one more time if no answer will switch come back post office
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Comments
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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
-
- Location
- Thetford
- Reviewing
- Shell Energy
- Date
- 2018-06-18
- Comments
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Avoid if you don't want to be stressed!
Overall satisfaction - I would like to give them 0 stars, because the only thing I have after 1 month of using their broadband is massive stress.
Customer service - don't try to call their call center, because you'll spend about 30-60 minutes on waiting, sometimes you'll be hanged out by clever call center employee. 2 stars, because at least someone's pretending to solve your problem on online chat. But that's not enough to actually solve it.
The only way to contact with them is the online chat - but not all the times you'll be able to be connected with any agent, and second problem - in case of no internet connection, online chat will be useless for you.
Broadband speed - 5 start, because speed and only SPEED is FINE. But that means nothing, if I can't use full speed because of ISP gateway reliability problems.
Broadband reliability - is a JOKE. There's no any reliability! I have about 40-50 connection timeouts EVERY DAY. Checked any single phone socket, wires and even BT service socket - problem source is outside my flat, in ISP gateway. I've had an engineer appointment for today (18.06) - no one showed up, no one knows in call center what's going on, and I still have the same problem with connection timeouts.
More than 2 weeks and problem hasn't been solved.
I've never had any problems with BT Infinity 2 service, but I just wanted to save some money on internet bill, so I've decided to try First Utility.
That's my punishment I think - for being too greedy.
- Location
-
- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2022-07-04
- Comments
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Literally taken over a month to leave these guys... they are impossible to shake... only just been able to pay the final bill but its been such a nightmare it wouldn't surprise me if someone hasn't done their job right and they try billing me again for some other random charge.
I first tried calling customer support around 6 weeks ago to let them know I want to terminate all services. Sat on hold for 2 hours and then when someone picked up I could hear a dog barking in the background. They proceeded to instantly mute their phone and the line was silent for 2 minutes with me sounding like an idiot repeatedly saying "hello?". They then just hung up and the call ended. Rather than sit on call for another 2 hours I thought I would give an email just to cover myself and show I tried calling to indicate the date I wanted to cancel from.
The email communication was a little faster than the call - took around 7 days... lol.
When I received email communication it then took around 3 - 4 back and fourth messages just repeatedly telling them "I want to terminate absolutely everything and pay any final bills". This was said so many times until they finally got the picture.
Whatever you do just avoid these people... I was a post office Internet customer before they handed me over to these guys... absolute waste of space. Go with literally anyone else. Save your brain cells.
- Location
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- Location
- Harrogate
- Reviewing
- Shell Energy
- Date
- 2022-09-06
- Comments
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AVOID AVOID AVOID!!
Absolutely shocking speed and general connection.
Rang customer services and was on hold for nearly an hour!! Impossible to get hold of someone.
Cancelled contract as it was coming up to my end date and they didn’t do what i asked so they were still billing me and service was still active.
I’ve raised a complaint. Not sure the good it will do.
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-09-01
- Comments
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Is there a customer service ? I moved into my apartment got my broadband equipment set it all up but the username was different to the one on the card . So the password would not work no problem I will phone customer service after 4 attempts on the phone waiting 20 minutes plus and trying the live chat and being g number 39 in the queue I sent a email saying your equipment is back in the post to you . For the ratings I can only comment on the customer service as I never got onto the Internet.
- Location
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- Location
- Tunbridgh Wells Kent
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Without doubt the worst broadband provider out there. There are Uncontactable on the phone for hours, chat on line you go from position 10 back to position 19 twice that happened Internet totally unreliable.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2020-12-23
- Comments
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Speed has been bad for a while. Portal calls become impossible due to the constant dropouts and wildly fluctuating download speeds. I'm paying for a fast 60mbps fibre service. Today I did four speed checks over a period and it went between 4mbps and 8mbps. This is worse than the old standard copper connection. Terrible provider, even worse than BT and that's something! My contract is almost up and, believe me, I'm off to another provider as quickly as I can.
- Location
-
- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-04-15
- Comments
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When you see SHELL name RUN! RUN WITHOUT LOOKING BACK.
Shell is one of the worst internet providers if not the worst. They give you a cooling off period so you can cancel the contract without any fees, but they will not provide working internet until the cooling off period is done, and when you see how slow and bad their internet speeds are and how customer service is bad, then you are stuck you can't leave because they will ask you a penalty fee that will make you cry. RUN RUN RUN don't look back.
- Location
-
- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2019-06-11
- Comments
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I joined first utility that became shell energy. They failed to connect me on the set up day then I had to wait a further 5 days to be connected because of a phone line fault. The 14 days dissatisfaction starts from sign up so I was unable to leave without charge
My internet then dropped out completely within 2 months. I was advised to still unscrewing sockets on my wall as this was a phone line fault. At this point I paid £109 to lesve.Terrible service please save yourself the bother, cost and lack of internet provision.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2018-02-09
- Comments
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I've just left, and they charged me £80 early leaving fee.
Been with then 6 months, and had nothing but trouble. You cant log into your account because the did not send a user name or password, I asked if I could have a new password and user name, and was told 'NO'.
I wanted to add calling features like caller display and call forwarding, I was told 'NO', I eventually got caller display, but it was a right game, had to go through customer services, which is a joke.
- Location
-
- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2023-02-26
- Comments
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I have been with Shell for just under 18 months, guaranteed price for 18 months, and 12 months in, they increased my bill by £2,. I told them they guaranteed no price rise until the end of my contract, and consequently have broken the terms, which makes it, in effect "void". They increased it, I cancelled the direct debit, and paid what I had signed up to. The debit mounted up, it affected my credit score as a "missed payment", but in fact it wasn`t. because I paid the £25.99 I signed up to. It took 3 months, and eventually someone understood my complaint, I were offered a "Goodwiil payment", I refused, and asked them to double it, to cover the cost of the increase, they kept me billing me for..They finally agreed, my contract expires in just over a month. I then recieve an e mail to say my cost is going up again, I told them again they are breaking the terms of what I signed up to, of no increase when the contract expires.I proved what they said from their e mails, they agreed to leave it at the price from October. I will now try and do a deal with them if they want me to stay, because they have in fact still increased my payment by £2 a month, that they guaranteed would not happen..
The overall impression was complaints are not always understand or handled correctly, and they tried it on with price increases, challenge them and keep them to their word. Regarding the broadband itself, it has been flawless, reliable, and only occasionally dropping out in the middle of the night, I would highly recommend them for standard of broadband service, but when it comes to customer complaints..not good..if you have proof, and they fail, challenge them until they keep their promises. And to rub salt in the wounds, they were offering new customers, the SAME deal I have for £7 a month less...so much for loyalty, but that seems to be most providers are today..draw in new customers, with a good deal, and try to break contracts, and increase the cost to loyal customers..I am still looking to move, but not seen any positive comments from other providers, so may stay with Shell, as its better to know the devil you know, than the devil you don`t.
- Location
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- Location
- Markfield Leicestershire
- Reviewing
- Shell Energy
- Date
- 2021-04-15
- Comments
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Signed up with an 18 month contract at 38Mbps and although the first 7 months speeds were fine, last couple of days the service is very slow. Just checked and only 11.02Mbps. Poor service would not recommend
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-08-24
- Location
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- Location
- Derbyshire, England
- Reviewing
- Shell Energy
- Date
- 2020-10-01
- Comments
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Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2020-02-07
- Comments
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Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2018-01-12
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2023-08-24
- Comments
-
Worst company I have ever had to deal with, from the very start when we couldn’t get internet for the first 10 days. To now 3 months on when I’m being charged for call-outs I didn’t ask for. Just trying to get this sorted and call out charge taken off my bill has taken so much time. Live chat is awaful and call centre is not much better. Do not go with them you will regret it like me.
- Location
-
- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Don’t bother with them, they lie!
Engineer failed to make the appointment despite several reminder texts from them making sure that someone would be in. Partner took valuable time off work for no one to be bothered to contact us or turn up. Their customer service don’t care, they take no responsibility & pass you on to a different department that leave you ok hold once they have took your details. I could have gone with any number of providers but chose them following a swearch on MoneySavingExpert. On paper looks a great value deal. The reality is stark contrast. They are useless & don’t have the decency to answer calls or resolve issues
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
- Location
-
- Location
- somerset
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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what words can i say about first utility, well i was paying £18.99 a month for broardband when i left first utility energy my broardband went upto £23.99 for a servive that was well below par.
- Location
-
- Location
- Dumfries
- Reviewing
- Shell Energy
- Date
- 2021-12-06
- Comments
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Customer service good if problem fixed first call. Otherwise its nightmare I have to run around switching broadband Internet to connected off
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
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Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-12-24
- Comments
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I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
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Had this for 4 days absolute rubbish, did live chat to cancel...she was very nice....informed I’d have to pay £306 to cancel. Even though it’s not fit for purpose. Told them I’ll cancel the direct debit and pay £10 a month. Angry doesn’t cover it!!!
- Location
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- Location
- Prestatyn
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
- Location
-
- Location
- Canterbury
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Where do i start? We were taken over from postoffice. As if overnight our broadband was slower and dropped out more often then not for days at a time (many open reach visits and 3 new routers).
The price rise came and i saw we could exit without fees so i decided to get out of the conrtact while i could (it was a bit of a god send especially when i was getting such a bad service anyway)so i switched, found a much better deal with guaranteed speed in my remote area.
And when i informed them i had switched i got this haughty customer service agent tell me 'you cant do that, your in contract. If you leave it will cost you' i explained im leaving because your upping the price in a fixed term so wont need to pay and fees becuase it was shell breaking our contract agreement. Needless to say they then preceded to try and charge me and my new provider exit fees. Luckily my new provided managed to nip that in the butt quickly.
Then we come to now, i switched got my final bill and i owed £0.00 and my new contract started on the first day of my billing month. I had to phone up on 5 seperate occasions to get a return lable sent to me to return the router. Eventually i got the label and returned it. But because they messed about so long i got a second final bill with £35 charges for non return of a router. I checked the tracking via royal mail and found it had been delivered 3 days after i posted it. So i phoned shell and told them id returned it and gave them the tracking, date they received it and the time. The agent said they had wavered the fee.
6 weeks later ive had two more threatening emainls demanding payment for the router. I spoke to an agent today and was told that there is no charge,the fee was wavered and i shouldnt be receiving any emails. Then tried to tell me i must be reading the bill wrong. Well when it states in big red letters £35.00 debit needing to be paid by December i dont think im reading it wrong.
I was told i cant speak to a manager or supervisor and i need to just 'ignor the emails, because they will stop Eventually'
So my advice? Just dont touch this company, the broadband is slow and choppy. And the customer service agents took nearly 6 sweeks to email a lable to me. They just havent got a clue.
- Location
-
- Location
- Southend
- Reviewing
- Shell Energy
- Date
- 2023-12-12
- Comments
-
I've complained and been sent a new router and told there speeding up my connection. Non of this makes a difference it's just rubbish.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
-
Customer service is very if not impossible to get hold of,
Don't go with these guys...
- Location
-
- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-06-23
- Comments
-
Been trying to close down Mum and Dads account as Mums in care and Dad lives with me now. The account is in Mums name so they needed proof that she was in care. I got the proof and sent it through email to shell, and not heard a thing back considering their generic email says “we will contact you within24/48 hours. That was 10 days ago. They are absolutely rubbish at replying and I’m worried that they will continue to send Dad bills although they’ve had plenty of warning as to his moving out date. Avoid shell energy at all costs
- Location
-
- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
- Location
-
- Location
- Welling
- Reviewing
- Shell Energy
- Date
- 2020-12-19
- 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.