1,452 Customer Reviews over 37 pages
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
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Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their 'premium router'. Due to daughter needing to access internet for uni work I requested to leave. Full 18 month contract amount taken from bank account. Complained to Ombudsman and no action taken...Shell do NOT need to provide or assist with macbook connection - only connection we could maintain was with a regular laptop that was not Apple...all macbooks continually could not connect to the 2.4 or 5g wifi...advised to purchase 'mesh' products. Part of Ombudsman decision stated "Shell hasn't acted unfairly by charging the full amount" also, Shell Energy "did its best to help troubleshoot the issues" I was experiencing. Unbelievable.
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2021-11-06
- Comments
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Hub only works in the room it is in. Terrible signal, and customer service aweful. Don't buy this product or deal with shell energy broadband if you want good service
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2018-07-21
- Location
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- 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
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-09-11
- Location
-
- Location
- Airdrie
- Reviewing
- Shell Energy
- Date
- 2019-09-30
- Comments
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This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
- 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
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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Avoid at all costs!
Liars, broadband is shocking and the customer service is appalling. Will be leaving as soon as we can
- Location
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- Location
- Horsham
- Reviewing
- Shell Energy
- Date
- 2023-07-19
- Comments
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Terrible customer service, bills all wrong, not helpful when openreach issue occurs. Now I'm stuck in 18 month contract with them. I blame Currys for selling them to me!!
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2018-10-18
- Comments
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Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
- Location
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- Location
- BOLTON
- Reviewing
- Shell Energy
- Date
- 2022-07-18
- Comments
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ex Post Office, still got PO router NO Customer service online or phone, incomprehensible bill/cust svc reply SORRY NOT AVAILABLE (since takeover, apparently) Why energy co thinks it can run BB anyway. THE WORST EVER
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2023-11-08
- Comments
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Service level atrocious.
Only company using BT line that can't transfer a BT landline
Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
Cancelled with them
- Location
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- Location
- Stansted
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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Poor service and even worse customer service. Keep insisting to send the router back even though we returned it. Regrettably we didn’t have proof of postage so paid the 35 pounds they were asking, only to still be harassed by emails for further payment! We are currently still being harassed by them, and will be possibly seeking legal advice regarding their continued emails asking for payment. Customer service is unable to answer the questions or resolve any problems, and in general are quite rude. I have since changed to another budget broadband provider, which is albeit 5 pounds a month more expensive, but worth every penny to not have to deal with a company that employs bullying tactics.
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2023-10-29
- Comments
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Got a new router and asked to send old one back in package that came with the new router. No package. Emailed customer service and got no reply. Now they have charged me for non return. Disgusting company can't wait for my contract to end.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2019-10-15
- Comments
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I don’t have the service yet but simply ordering it has been ridiculous - do I need an engineer, do I not, days and days between anyone picking up the actions on the account including delaying actions until my cooling-off period is over so I can’t cancel. Now looking at an activation date weeks after it should have been if they’d either accurately found out my active line status in the first place, or joined up contacts to me and acted on them quickly. At least most broadband providers wait until you’re actually a customer to let you down. Avoid.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-03-25
- Comments
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Don't use this company. Their customer service is appalling. If you have any problems or issues they won't help you. As soon as you've signed their contract, that's it, they are not interested. Shell got my order wrong and I ended up with the lowest broadband speed and not the 'plus' service. Unfortunately, I didn't realise as I have brain fog from chemotherapy and now the 14 day 'cooling off' period has passed. They won't put it right for me. It wouldn't take much effort to give me the broadband speed I thought I had signed up to. They made the mistake in the first place; my only crime is that I didn't spot that when they sent their confirmation email. Where are the companies whose attitude would be: "I can see a genuine mistake has been made here, even though the 'cooling off' period has passed, I can change that for you"? It really is no skin off their nose to rectify this. They just don’t want to. In fact, the customer service person I spoke too, made it clear it was my fault as I didn’t check their confirmation email properly. Try living with a terminal cancer diagnosis and let me know how many things slip your mind. Next stop, Facebook, Instagram and Google.
- Location
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- Location
- Shanklin
- Reviewing
- Shell Energy
- Date
- 2023-01-26
- Comments
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Agreed £17
Bill raised to £27.+
Impossible to call or discuss when finally get through speaking to different people. Their internet not working so can't help
We are both elderly and disabled and only need internet for forced online stuff we don't want to do!
Stress stress stress ! Theft of our money !
We are entitled to social tariff and it keeps being ignored
- Location
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- Location
- Duns
- Reviewing
- Shell Energy
- Date
- 2021-07-02
- Comments
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Literally the worst and most expensive boradband provider I have ever had the misfortune of using. Terrible and rude customer service. Huge expense for the new router. Drop outs are endless. Dont even bother trying to explain anything to the staff as they are terribly rude and offer no help. If I was them I would stick to destroying the planet by drilling for oil. DO NOT go with Shell.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2024-02-11
- Comments
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If I could give zero I would… absolutely awful and I wish I’d stayed with my previous supplier. I made a complaint and asked them to call me after 4pm due to my job. 1.45pm phone rings and an overseas customer service representative rang to sort. I said I couldn’t talk but to please ring back when I finished work to be hung up on…..
What makes it worse, their ‘customer service’ (very wide use of the term!) is only open during office hours- what use to us is that when we work the same hours so sorting a broadband issue remotely is insane!
I have complained, sent emails phone calls…. Nothing so my next step is to contact the ombudsman so can get out of this contract and go with someone who knows what they’re doing
- Location
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- Location
- Banbridge
- Reviewing
- Shell Energy
- Date
- 2022-07-31
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2018-12-05
- Comments
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On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't.
I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!?
Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill...
I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added!
Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!!
So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!!
I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming!
Disgraceful company!
- Location
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- Location
- Beds
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
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Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.
- 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
- Chester
- Reviewing
- Shell Energy
- Date
- 2020-04-28
- Comments
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Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks.
- Location
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- Location
- CHESTERFIELD
- Reviewing
- Shell Energy
- Date
- 2022-05-18
- Comments
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Awful company! Took over post office broadband and in the process left my Grandmother with no phone or broadband whilst still charging her, then had the cheek to demand her old post office router is sent back. Now with sky and happier for it.
- Location
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- Location
- westhoughton
- Reviewing
- Shell Energy
- Date
- 2023-05-14
- Comments
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Do yourself a favour DON'T USE THEM FOR YOUR BROADBAND , Its slow when it works and you are forever offline its hit or miss when broadband is up and running, its always down nearly every week and their customer service is shocking STAY WELL CLEAR
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-06-06
- Comments
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Just don’t, 1 week no internet or phone line, multiple calls no one is willing to help or give information, except generic technical problems, wait 48hours until it now reached 1 week. I cancelled my order completely, but apparently need to give them a call again on another day as the one I spoke to does not deal with that situation. So totally useless
- Location
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- Location
- Blackwood
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-25
- Comments
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I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
If I could give them a minus star review it would be minus ten!
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-06
- Comments
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I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
- Location
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- Location
- Eastbourne
- Reviewing
- Shell Energy
- Date
- 2020-07-20
- Comments
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Never ever have shell broad band . Very poor speed constantly dropping and when you report they send someone out who can find nothing wrong but customer service is always very sorry they can see how bad it is ..then they have the nerve to take £65 from your acc 3 months later saying they could find nothing wrong and they didn't let me know they were taking it ..so someone somewhere us lying BE WORNED NEVER EVER TOUCH SHELL BROAD BAND...
- Location
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- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.
- Location
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- Location
- swindon
- Reviewing
- Shell Energy
- Date
- 2019-05-16
- Comments
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I applied for broadband with shell not yet been on line as they have gone pass their date for me to be up and running and still nothing . when I call them I am told give it another day call back tomorrow .the router shows no broadband connection . 3 days still waiting and have to call them back again no good service sorry I joined them with their false advertising
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-20
- Comments
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It has been 20 days still no internet nor has the order even been confirmed.
I'm stuck in the middle, they won't cancel the contract nor set me up.
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2023-06-14
- Comments
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A few months ago, I decided to get shell as it was one of the only suppliers at the time giving a fair price for providing gigabit speeds; however, I wish I hadn't. The internet connection is constantly dropping, can range from 2-3 times a day. A few months ago I complained and my issues were never resolved, no one had gotten back to me. They constantly lie and say that on their end everything looks fine, it's probably something to do with my devices. As I have thoroughly studied networking, I know for a fact the issue is coming from them. Additionally, their troubleshooting helplines know nothing about networking and when they claim they provide gigabit speeds, what they really mean is 300-600Mbps. I would advise against signing up to Shell broadband at all costs!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2017-09-08
- Comments
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Awful! Half the speed I was getting before, terrible customer service, just constantly tell me 'that's not possible!' Won't let me out of contact despite my complaints from day one, including the fact they never gave me a copy of contract! Apparently, I should have read it in its entirety and memorised it. Been a customer of theirs for many years but as soon as my contract is up, I'll never use them again.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Location
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- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2022-11-18
- Comments
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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
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- Location
- BIshops Castle
- Reviewing
- Shell Energy
- Date
- 2022-06-27
- Comments
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Since moving onto Shell from post office broadband.
Had terrible service and charged 7 pounds more èven though I was told it would not increase .
Just lost my husband to cancer and this week end Shell broadband rang me and said my contract ended March so it will cut my service 25th July ho find yourself another provider . Two days earlier I spoke to them and it was agreed a new contract 1 months free and 19.99 a month. I agreed to wait 2 weeks so this call set me back a bit at the week end . Heartless they were . Hope they fail soon
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
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Wifi is fast, but drops out at least every hour. Router stays green but no internet to any devices. Customer service has been abysmal. Advised that wifi was not guaranteed and because it was still providing a service via ethernet, it was not a problem. Over 2months on, they are now sending a booster which may solve the problem, but was not required with my previous provided. Definite issues with Shell router software.
- 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.