1,452 Customer Reviews over 37 pages
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2021-12-30
- Comments
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Another victim.
Switched to cut down on Broadband bills. Will probably work as service unreliable.
Calls to Customer services result in multiple attempts to persuade you to upgrade to same fee as previous provider, which negates point of switch.
Avoid Shell energy slowband at all costs.
- Location
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- Location
- Yeovil
- Reviewing
- Shell Energy
- Date
- 2021-12-30
- Comments
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Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken
- Location
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- Location
- altrincham
- Reviewing
- Shell Energy
- Date
- 2021-12-29
- Comments
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3 appointments for the install missed by Shell (3 days wasted holiday)!
Speed signed up for not what was provided for first month.
Superfast when eventually supplied - BUT - kept dropping out altogether for days at a time!!! Just what you DON'T need when furloughed...
Left Shell for a more reliable provider (not skipped a beat since changing over) and Shell charged me £170 for leaving early - for something they couldn't supply regularly!!!
- Location
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- Location
- Woodhouse
- Reviewing
- Shell Energy
- Date
- 2021-12-28
- Comments
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Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2021-12-27
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-26
- Comments
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Service should have started two days ago, but couldn’t because I wasn’t sent all the kit needed for the hub. Because of bank holidays I’ve got to go x5 days with no Wi-Fi or to. Honestly, find another Supplyer.
- Location
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- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2021-12-22
- Comments
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Don't receive advertised speeds.
Read reviews go elswere.
- Location
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- Location
- salisbury
- Reviewing
- Shell Energy
- Date
- 2021-12-22
- Comments
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awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!
- Location
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2021-12-20
- Comments
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Useless company want to double my bill after 8 months with them customer services totally crap cut me off twice when I found another supplier they want to charge me £118.76 to terminate contract they can do one do not touch they are useless
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-20
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2021-12-18
- Comments
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Going with shell Broudband was the worst decision I have ever made. From day one it has continued to fail I am unable to watch Netflix as it constantly go’s off and takes hours to re enter using the ridiculously long password. When customer services have been contacted they have not helped after waiting and waiting to talk to someone they don’t have any answers to the problem you then get passed on to the next person who clearly has no idea how to solve the problem.
I asked to speak with a manager this was refused.
I demanded that I be released from my contact as I am not receiving the Broudband I am paying for, I was told I would be charged, ridiculous shell Broudband is not fit for purpose you will possibly like me spend hours on the phone to them achieving nothing that’s when your not spending hours trying to get it to work on your TV. Avoid Shell altogether it’s not good and customer service is nonexistent.
- Location
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- Location
- Northwood
- Reviewing
- Shell Energy
- Date
- 2021-12-18
- Comments
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Do not touch this company with a barge pole!!! I signed up with Shell Broadband on the Superfast package. The connection kept dropping and after complaining on numerous occasions they finally sent an engineer out for which they charged £65. In the end I got Ombudsman involved who then got Shell to send me a letter of apology. At one point they agreed to waive the engineer's call out fee of £65 but then they retracted their offer and debited my account with £65. Stay away from Shell broadband--rubbish broadband and even worse customer service!!!!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-12-17
- Comments
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I was initially with post office, and by chance my energy company changed gym Green to shell energy. Thus i though I was being charged for energy. However when i called they told me that the energy has not started to charge me yet.
When i study further my bank details, and bill i findout my Internet has changed from post office to shell brand band, without me knowing anything,
My cost was £23.5 now gone up to £37/month this has been going on for 4month. I'm so annoyed and disappointed with both company that how come i have not beem informed. I will take this further.??
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-12-16
- Comments
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Despite having problems since our contract started (8mths ago), Shell Energy has not fixed our problem. There is nothing wrong with the BT line, that is always reliable, the problem is with the 'not fit for purpose' wifi router that Shell Energy provide for their customers. No wonder it's cheaper - it doesn't work. We are not totally without broadband for all our devices except for this laptop where I have plugged a wire into the router. We call Shell Energy today and used their call back service. They haven't called back. We are beside ourselves and have no choice but to source a provider and pay two providers - one Shell for a non-service, and our new provider who we know will be more reliable and we moved from them to save £3 per month by moving to Shell. Worst broadband mistake we have ever made
- Location
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- Location
- SWANSEA
- Reviewing
- Shell Energy
- Date
- 2021-12-15
- Comments
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Customer sales team committed to delivery dates that were in complete contrast to dates indicated in later email. Suppoesed to get connected 16/12/2021. Very unlikely to get connected before end of December. Batted back and forth between sales and service team. I used the cooling off period to go with BT.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2021-12-15
- Comments
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Woeful. Has caused me no ends of problems with work. Most of the time I have to use my phone as a hot spot. Ended up having an interview on my iPad because the internet fell off.
Terrible customer service. Tried to complain then cancel as it wasn’t working. They stated they would have to charge us.
My current account closes 5 days from post of this review. Broadband has completely stopped. Now on hold to customer services for 24 minutes.
AVOID
- Location
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- Location
- Up north
- Reviewing
- Shell Energy
- Date
- 2021-12-14
- Comments
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Piss poor expensive no one at office wants to deal with you,no moral done for thank goodness my contact ends will not ever be renewing and the three peeps I rec and they got will not be renewing there’s either
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-14
- Comments
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My broadband has failed 3 days in a row. Tried several times to call Shell - one time yesterday held in for an hour then they hung up. Don’t answer emails - zero customer service - should never have gone with them after buying from Post Office. Avoid
- Location
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- Location
- uk
- Reviewing
- Shell Energy
- Date
- 2021-12-13
- Comments
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worst internet i have ever had DO NOT GO WITH THEM please save your money and you time cause you will be on chat with them every week or resetting your router every day just to get the speeds you pay for there customer service is horried they lie to you and offer help that they end up charging 100s for. the worst internet service i have ever had
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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Worst ever experience of dealing with any company.
The service was terrible, the WiFi was a joke.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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When joining Shell Energy Broadband. Customer Service staff offered me Broadband for £26 per month which is on their own website for only £15 per month.
Two. Shell energy broadband, Send me my router. it was one day late and the currier did not knock on my door, just left a card and I had to go and collect it myself.
Three. When I tried to speak to shell energy broadband about this, it was impossible to get through to them because the advisor took down my email address incorrectly and left it impossible to access their site/My Account. Getting a phone number that works…impossible!
Four. My ‘go live’ live date has come and gone with no access to the Internet as the provided Wi-Fi passwords are incorrect…unbelievable!
- Location
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- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-12-09
- Comments
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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
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- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2021-12-09
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
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Connection drops or only gives me 6mb now for the last 6 weeks, it was working fine before that, tried to call customer service and after 45 minutes I got through but I explained what the problem was and the guy put the phone down on me, I’m now trying to call back but they will be closed by the time I get through. Not fit for purpose, use someone else.
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
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Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
- Location
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- Location
- Droylsden
- Reviewing
- Shell Energy
- Date
- 2021-12-07
- Location
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- 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
- Swindon
- Reviewing
- Shell Energy
- Date
- 2021-12-04
- Comments
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Trusted the Post Office, who no longer do broadband services, to transfer me to a decent-quality provider. But as soon as the service moved to Shell the quality instantly plummeted, slow and often barely existent especially at weekends. I really wish I hadn't agreed to transfer to Shell but having read the avalanche of appalling reviews I don't think I can face customer services!
- Location
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- Location
- Kilmarnock
- Reviewing
- Shell Energy
- Date
- 2021-12-03
- Comments
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DO NOT SIGN UP WITH SHELL ENERGY
no internet but they want to charge me for a fault thats their doing havent even had the hub for a week asked to cancle my acxount in the first to 3 days twicein one day two seperate phone calls i was told my account is closed only to discover it wasnt its like they are using entrapment to make their money im sure this is ilegal i will be recording the next phone call i have with them to make sure their is proof that simeone is sayinh my account is closed
- Location
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- Location
- Telford
- Reviewing
- Shell Energy
- Date
- 2021-12-03
- Comments
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Total rubbish. Moved from Sky 12Mbps to Shell 50Mbps. The slower was far far better. No point in having a broadband connection a mega speed that takes 2,3 or 4 minutes to connect to something as simple as the BBC and even then starts buffering in the middle of a program. Only committed for a year so will go back to Sky ASAP
- Location
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- Location
- Minehead
- Reviewing
- Shell Energy
- Date
- 2021-12-02
- Comments
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Company not fit for purpose.
Broadband provider, I don`t think so, nightmare providers.Speeds unusable, promise average 11mbps.get 4mbps if your lucky on top of that wifi signal NOT FIT FOR PURPOSE. Customer service NOT FIT FOR PURPOSE. SERVICE . NOT FIT FOR PURPOSE, do they care about the shockingly bad service they provide. NOT A CHANCE. ROBBERS is an UNDERSTATEMENT. AVOID if you have got any sense.
- Location
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- Location
- Teddington
- Reviewing
- Shell Energy
- Date
- 2021-12-02
- Comments
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Disgrace of a service. We get decent WiFi coverage only up to 3 metres from Router. Rest is hopeless. Weak signal. Drops out. Unusable unless you want to sit in your hall all day. There seems to be little enthusiasm to help and relying on the penalty clause to stop you moving to a provider who can do the job. This has been the case in two small flats. Never seen such problems in 20 years of buying broadband, Shell should stick to oil. They clearly can’t do this business. Will never use again. Will never recommend.
- Location
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- Location
- Brandon
- Reviewing
- Shell Energy
- Date
- 2021-12-01
- Comments
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I would not be leaving such a bad review had Shell not messed up and not sent over a compatible router for my new package.
When upgrading to the new package was told my current router is compatible. Waited patiently until 30th November for it to switch. 30th November came and broadband just cut out. Had engineers from Open Reach in on the same day, they tried everything but could not get broadband to work. We called Shell and they said they need to send a new router out and can take up to two working days. I work from home and now have to use my limited mobile data to connect to my work system. Asked Shell if they can do anything and they just said have to wait for the new router to arrive. Not helpful at all and will be raising a formal complaint with them when I finally have a broadband connection.
Again, if this had not happened, I would be happy to leave a better review but this has really been a joke so they only get 1 star.
- Location
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- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Postoffice/Shell Broadband state my line is completely fine. I have purchased a new ADSL, I have placed the cable into the test socket and I have moved my wiring, (even though I have had the phone and router in the same place for years). But my E mail states it's me (household) that has the issue. My speed is so slow that I can only write E mails. Their tech team never picks up, even when they call me and transfer me to the team. In my opinion customer service want to be seen as being active but nothing gets done.
The automated message when you call customer service keeps cutting out so you don't hear sentences.
I have requested to cancel my contract without a penalty as they are not fulfilling their side of the bargain.
- Location
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- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Not reliable broadband, keep dropping out frequently, I was unable to have Teams meets on many occasions.
I asked to terminate my contract because of this and was told I will have to pay penalty fee!
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2021-11-26
- Comments
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Has ShellBroadband for a week, no WiFi, nothing.
On phone for hours to idiots, and I mean idiots.
New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
Finally another advisor came on phone, Ivor.
15 minutes later, sorted.
Good ole Ivor.
But once my contract up, never ever again.
- Location
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- Location
- Littlethorpe Leicester
- Reviewing
- Shell Energy
- Date
- 2021-11-25
- Comments
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Absolute waste of my hard earned money slow unreliable wifi
I'm not receiving the service I'm paying for
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2021-11-22
- Comments
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The connection has never worked properly since we switched. Average connection speed is 0.5mbps and line drops out on a regular basis. Never had this before. Contacted customer services about the issue and they eventually got back to say that they will look at the line. Next I had an email telling me it was fixed. Nothing has changed or got better. I raised a complaint and had an email saying the complaint was now closed. Hours later I had an email acknowledging they had received it. SO they closed it before even confirming its receipt.
I'm paying to get out of the contract as I need to have a reliable connection for work and because I am disabled. AVOID
- Location
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