1,452 Customer Reviews over 37 pages
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!
- Location
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- Location
- Kingston upon Thames
- Reviewing
- Shell Energy
- Date
- 2023-02-22
- Comments
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Stay clear! I moved over from Virgin Media and had absolute terrible broadband speed from the get go. It was an absolute nightmare to get in touch with support.
First I tried the phone, just to wait ages in a holding loop to then having the line suddenly interrupted when I was finally talking with someone.
Then I tried email and nobody answered for a week. And even then it was a very slow back and forth with them not taking it serious.
Finally reached someone on the phone, just to be told it must be the WiFi router and I should reset it and connect it to another outlet. And after I've done that, I had to wait again for hours to talk to someone.
I then tried to cancel as it was an absolute nightmare, and they just outright rejected it.
Months later after the communications ombudsman, finally someone came out and fixed it. Speed is now perfect, but too late, because I had to extend Virgin Media as the Shell line wasn't working.
I now have two connections. Never ever again!
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-03-30
- Comments
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Had this for over a year, always had intermittent disconnection issues and looking forward to the contract ending so I can find another provider.
I had to hassle them for months to get the freebies and vouchers offered under the sign-up deal, was hard work.
The thought of trying to correct or report the issue makes me want to cut my wrists so I've never bothered.
Vote with your feet is my motto.
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2023-08-29
- Comments
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Fast and reliable wifi when it finally was set up, but faced weeks and weeks of delays before this with poor communication and unkept promises from Shell. Moved house earlier this year and tried to stick with them but had similar issues where I was promised a 'go live' date that came and went with no wifi only to be told the order hadn't gone through. Waited a week to find out it was still no further and they could not give me a new date, so cut my losses and cancelled with them. No real apology from Shell and a constant sense that people I spoke to on the phone didn't really know what was going on and just wanted to give me a quick answer to get the call finished.
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2022-05-13
- Comments
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I have been with SHELL Energy Broadband now for three terrible months.
I had no choice because they took over my Post Office B/b account and I could not leave.
I have nearly a year left on this rotten system.
For some reason, it is far, far worse than it ever was.
The Post Office was not good but this is a absolutely abysmal.
Even short downloaded programs off YouTube continually stop with that "Loading" message.
Music videos just stop midway and take over 5 minutes to load in many cases.
I have just tried to watch a SKY NEWS clip on YouTube which is 1 minute 45 seconds long.
It took nearly 4 minutes to load and then kept stopping!
Trying to contact Shell on the phone is totally pointless and Emails get no response.
THIS IS ROTTEN, RUBBISH BROADBAND!
Do yourself a big, big favour and go elsewhere for yours!
Stay away from SHELL, whatever you do!
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-04-11
- Comments
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Absolute rubbish! I got conned into getting Shell Energy broadband with assurance that the speed would be faster than my previous supplier. I am forever losing the connection and the speed (when I am actually connected) is far slower. I contacted Shell and they said that I must dismantle the box on the wall and start doing various tests. I have never had this experience before with any previous suppliers. I would not recommend Shell Energy broadband for one second.
- Location
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- Location
- paignton
- Reviewing
- Shell Energy
- Date
- 2019-09-05
- Comments
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do not use have had trouble with them since day 1, the 14 day cooling off period starts from the day u order it, so when ours went live the 14 days was up. we r leaving early as cannot get it to work all over the house, have bean quoted £310 to leave instead of the £150 we were told on the phone. there is no 24/7 telephone support, so if your broadbands goes down u cannot use there online services to fix problem. STAY AWAY FROM. i wood give them 0/5 for everything
- Location
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- Location
- llanafan
- Reviewing
- Shell Energy
- Date
- 2022-08-12
- Comments
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service stopped working for 3 weeks
changed supplier but unable to cancel
old service tried 5 times and still getting billed for a service i do not want
- Location
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- Location
- North Ayrshire
- Reviewing
- Shell Energy
- Date
- 2017-09-29
- Comments
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Early days.
We wanted it connected before we left for a break but they were unable to make the date by two days so we contacted them.
The first attempt was not so good as the guy we spoke to said, no worries, we will get someone to call you back within 2 days. SILENCE!
I called back and spoke to a "Zoe". She apologised and then promptly sorted it.
The router arrived early, thanks, Zoe. I was able to configure it to match my old network and on the go live day, up it came and all looks good.
Have not used it much yet but so far, so good.
The call centre staff do, seem, rely on unseen technical staff, Zoe had to ask them a question that I wanted answered. Now it may be a case of "Chinese Whispers" but she was given an incorrect answer.
I will update when I have more use.
Conclusion.
Simple to buy, seems a good price, very helpful staff mostly, works and the company seem to want to keep me happy. Nice.
- Location
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- Location
- Wallington
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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The worse company in everything customer service, connection and dealing with problems.
It's been over a week with no Internet
- Location
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- Location
- GU27 1JF
- Reviewing
- Shell Energy
- Date
- 2022-05-28
- Location
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- Location
- Penarth
- Reviewing
- Shell Energy
- Date
- 2021-10-02
- Comments
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Truly awful service. Broadband keeps cutting off so unable to access on demand TV like iplayer, 4OD or netflix. Shows just keep cutting out half way through then have to start all over again. Have spent an hour waiting to talk to somebody from customer service only to be cut off immediately by rubbish representative "Hannah S". Now back in another queue to try and speak to someone again. Avoid at all costs! Terrible broadband.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
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The problem with Shell isn't the speed/reliability of the broadband, it's the problems you have when you want to leave.
They will make an almost-blind charge of £23.99 for your router. They supposedly give you an opportunity to return it at the end - but they won't provide return labels, albeit they say they will. You'll have to chase but they will not arrive. I suspect this is because they don't want the routers returned as they won't be able to re-issue used routers for new customers; they will only have to discard them. I called on several occasions and every time I spoke to a Rep I asked that they send the return label via email whilst talking to them, but they all refused to do this. Rather they disappeared for extended periods to talk to a manager. This was obviously because they didn't know how to handle a request they couldn't honour. They have all been instructed to tell customers that the return label emails will take time to send which is a nonsense. It would be a simple email with a label attached, so no reason whatsoever for a delay. There is no formal complaints system which Shell are obliged to offer and customer service (as such), is nothing more than a call centre of staff who provide the misleading Info they have been instructed to give.
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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Shocking service. I am currently on hold for the last hour. My bills have been irregular and not the amount agreed monthly due to Shell amalgamating with P.O. I should pay £25 pm but was billed nearly £70 over a 2 month period and it should not be my problem if they cannot get their 2 systems to work!! I then spent over 1 hr trying to resolve what is happening. My contract finishes in Dec 22 and I will be looking for another provider!!!!! My advise is DO NOT TOUCH SHELL Broadband!!!!!!!!!!
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2020-11-16
- Comments
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Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-11-11
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2023-09-21
- Comments
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Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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I have been with Post Office Broadband for over 5 years,, I always pay my bills 12 months in advance (I don’t have/utilise a landline), I have received my 1st bill from Shell!!!,, in October last year(2021) I was £268+ in credit, I pay £17 a month,,it’s now April, I know I have plenty of credit in addition to a £40 credit from the Post Office in the interim,, because of service issues. I have phoned she’ll over the last couple of days,,after 45 minutes the line is cut!,,needless to say I have not spoken to customer svs whatsoever, I also emailed Shell advising with proof of my credit with Post Office,, I received an automated email back stating I was not nor had any credit!!, I know I will be cut off for non payment, but I am in credit until at least the end of the year!!,, this is my first experience with Shell and would advise any potential new customers to STAY CLEAR AT ALL COSTS, I am unsure what to do now as I just would like to speak to somebody from Shell,,my login for Post Office will not work on Shells. Absolute nightmare
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2021-03-17
- Comments
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Absolutely abysmal customer service and their internet speed isn't much better. If you move house part way through your deal they start a brand new one to trap you for longer. If you believe your contract ends in a few weeks so ask to cancel rather than start a whole new deal they don't inform you that the contract doesn't end in a few weeks but instead accept the cancellation then charge you over £100 for doing so. Shocking customer service all round
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2022-08-23
- Comments
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TERRIBLE - I didn't think in 2022 it was possible to have such a joke in place of broadband in a major city (have had previous providers 10x better).
First time writing online to complain about something too, who has time for that?! Well it it saves you the speed, service, reliability and headache woes... hopefully these 30 seconds have been worth it!
Embarrassment.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2019-11-18
- Comments
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Prior to switching I had had fibre with Sky for 3 years with no issues and was getting a speed of between 67mb and 71mb. Switched to Shells equivalent package (Superfast Fibre Plus) so should be getting exactly the same speed; however, I am now getting between 29mb and 38mb. Pathetic! Have tried to call their customer services but gave up after being on hold for 28 minutes. Already counting the days until my contract ends and I can switch back to a decent provider.
- Location
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- Location
- Aylesbury
- Reviewing
- Shell Energy
- Date
- 2021-05-18
- Comments
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Avoid avoid avoid the worst company I have ever had the misfortune to deal with. Unhelpfull and rude customer care team, non existent connection then had the ordasity to demand £315 cancellation fee for not receiving a service.
One star is too good for this company my advice is to look for a different provider.
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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Placed my order on the 3rd, order was cancelled by openreach on the 10th, she’ll failed to communicate this at all, even when I rang on the 10th. Advised I had to wait until after the 14 day cooling off for install (absolute rubbish as plusnet installed within 2 days of order)
Called on the 21st and was told my order was cancelled, no manager able to speak to you, no complaints dept takes in lunch calls. Useless company I wouldn’t recommend to my worst enemy DO NOT BUY FROM THEM!
- Location
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- Location
- Leighton Buzzard
- Reviewing
- Shell Energy
- Date
- 2023-09-11
- Comments
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I was put on Shell Energy after Postoffice gave up their broadband services. I've never had any issues
- Location
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- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2018-06-23
- Comments
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Cant believe we were sucked in to signing up for broadband with First Utility. We were told we were getting like for like deal that we had with EE and that the price we pay would never go up. Guess what?? The deal didn't include calls to mobiles like EE and the price went up straight away. And the actual connection is shockingly bad. Speed fluctuates so much and almost daily the connection disappears. DO NOT SIGN UP WITB FIRST UTILITY. So I tried phoning customer services and guess what? Couldn't get through, just got put on hold for ages. EE customer service was 2nd to none. And to leave I'm probably going to have to pay a fee. Absolutely gutted.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2023-01-30
- Comments
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Please avoid. Broadband was pretty expensive but went with it because of the high speeds promised. Speeds were good when stable but regularly experienced drop outs and generally unreliable. Customer service really disinterested and bored which made me think they probably get a lock of flack for the poor service generally. Definitley wouldn't go back to them again.
- Location
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- Location
- Malvern
- Reviewing
- Shell Energy
- Date
- 2022-07-17
- Comments
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Didn't even connect, just swapped suppliers, waited 3 weeks late now, they still haven't fixed whatever isn't working, they even charged my first bill which they promised they wouldn't until it works. Awful.
- Location
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- Location
- Pembrokeshire
- Reviewing
- Shell Energy
- Date
- 2017-09-21
- Comments
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Terrible speed, terrible customer service, terrible reliability, cheap terrible router supplied. Stay well clear of this outfit, they're terrible.
I cancelled and they're now trying to charge me a sky high cancellation fee after a month without broadband which is they're at fault for.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2019-10-13
- Comments
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Switched from Plusnet because of the cashback deal. Big Mistake. Broadband is very slow.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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We tried to upgrade our speed, but due to a glitch in their system, we lost internet completely. Restoring our connection is going to take just under one week. If you need broadband for remote working, I wouldn't use this provider.
Also, customer service waiting times are around 90 minutes.
Also, discounts magically disappear mid-contract, so watch your bills carefully.
- Location
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- Location
- west london
- Reviewing
- Shell Energy
- Date
- 2018-01-24
- Comments
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I have to say we are both happy with the service and speed. Friendly and polite. Thank you.
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2020-08-12
- Comments
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absolutely the worst provider I have ever used. download speed 1.5mbps
upload. 85
they not only want paid 30 days notice to leave but a £15 admin charge.
5 days after official complaint nothing from ANYONE.
one word PATHETIC
- Location
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- Location
- Stamford Lincs
- Reviewing
- Shell Energy
- Date
- 2022-02-02
- Comments
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It took me 45 minutes to get through to customer service to talk about renewing my contract.
I am not in a position to change to another company, otherwise i would have galloped away!
Even though I said at the beginning that I wanted to renew, it still took their "service" department that length of time to answer my call (at 7pm when I would have expected fewer people in the queue) and that incessant, dreary music plus the constant repeating of how wonderful they are, was driving me nuts!
If I could have gone elsewhere, I would have, believe me.
This is a rubbish company and if you have any sense you will go elsewhere!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-13
- Comments
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Stay away from them!
Today was my activation day, first day with their active broadband. Since after a couple of hours I realised that I was downloading at half the speed of my previous provider I contacted them to cancel.
Their contract says that "you have 14 days to cancel without charge", unfortunately I discovered that they start calculating the 14 days from when you confirm that you want to switch.
the day you confirm that you want to switch to them and if I cancelled I would have to pay the full year of supply. Since between the day you sign and the activation date you have to wait 2/3 weeks there is no way to really test their services.
- Location
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- Location
- sevenoaks
- Reviewing
- Shell Energy
- Date
- 2018-01-29
- Comments
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So so bad! Made countless complaints and they always tell it is not possible that my speed is half what it was before I switched!It has now halved again! Just waiting the contract out now. I was a gas and electricity customer for many years, I will NEVER use them again.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2023-08-31
- Comments
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Far cheaper (initially) when I joined but I have been plagued by very slow broadband speeds (once recorded at 0.2Mbps) and signal drops. I'm now switching to Plusnet and Shell have cancelled my service one full day earlier than requested. Beyond dreadful.
- Location
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- Location
- Ripley
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Comments
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Shell took over from Post office. I signed up for an 18 month contract at the price given. They have now said that there is a price increase for call charges. I was never notified or agreed to this as I had an 18 month contract at the agreed price. I was charged for a call out after openreach moved a telegraph pole, eventually not applied to bill. Charged for not returning router even though had receipt of posting. Internet speed was below what I was paying for and only recently after the road has been dug up and a fibre cable company have been has the speed reached what I was paying for. Opened another complaint and now told complaint is closed without any reason. Worst company I have ever dealt with. They are not part of the Ofcom compensation scheme and when asked for a 'deadlock' letter to proceed to Ofcom, this has been ignored.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-08
- Comments
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Terrible service for shell energy broadband customers. Eternal long contracts where you have no rights in terms of speed, which is far below the contract and what they promise. You can’t even cancel without hefty cancellation fees even if you are moving home where the service is not provided. You call service and all they want is to screw your over. Been trying to get rid of them for ages. I returned the router asap and paid for the usage I had. I also submitted a formal complaint and there is no mercy, no help when you wanna leave due to all this shortcomings. Avoid!! If speeds are slow they don’t care and charge! I wish they would let me go without further trouble and hefty fees when they provided awful internet for months and they still punish the customer. Horrible! Avoid at all cost.
- Location
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- Location
- Wick
- Reviewing
- Shell Energy
- Date
- 2023-02-09
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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I posted a review over 12 months ago and frankly if anything,it's worse,despite a promise to contact me,nothing happened.Having had terrible service with Talk Talk,had I known Shell Energy were using them,I would neverhave touched them .Avoid this company.
- 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.