1,452 Customer Reviews over 37 pages
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- Location
- Twickenham
- Reviewing
- Shell Energy
- Date
- 2020-11-20
- Comments
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Shell fibre broadband was reliable and fast.
Beware £15 end of service fee (even if contract has ended)
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-06-23
- Comments
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Had a generally good experience with Shell Broadband for our 12 month contract - internet was reliable, and faster than we were paying for. Relatively good value. Never had any issues with dropouts or poor coverage. We were very happy with this provider after being with Virgin Media (unreliable and slow) for several years.
The issues have been with customer service since the contract ended. I have been chasing a final bill for almost a month now, despite being told the bill would be issued within 10 days of the contract ending. An extra Direct Debit payment was taken almost a week after the contract ended. I was never sent a return label for the router, despite me asking for one three times, and I am now being threatened with a £35 fine for not returning the router in time. The Live Chat feature on the website is never available so I have had to phone customer services several times to chase the bill and the label, and every time I get "they're on the way", and nothing ever shows up. Very disappointed as the internet itself was fab, but the stress of having to chase them like this has put me off ever using them again.
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
- Location
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- Location
- The North
- Reviewing
- Shell Energy
- Date
- 2019-11-26
- Comments
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This is an update to a previous review. The dropouts have stopped and the speed has stabilised at slightly higher than the previous supplier. I'm fine with the switch now. It looks like this in no worse than BT or Sky, just cheaper.
- Location
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- Location
- Crewe
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
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I have no words. Shocking customer servicev
- 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
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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Was with Post Office for years, could rely on their integrity and honesty.
While the service remains the same, they have lied and scammed me over new price structure.
Was promised a new reduced price if I stayed with them, didn't happen...still at old rate, can't talk to customer service, never have 2 hours to spare waiting for an advisor.
Don't believe a word they say.. obviously trained scammers employed.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2022-06-20
- Comments
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I was one of those switched over from the Post Office to Shell.
Overall, my service has been good with fibre in my area. I don't remember the last time the internet dropped for me.
However, it is near impossible to get them on the phone! Been calling multiple times a day and have been waiting for over half an hour.
I am definitely moving to a more established ISP, with significantly better customer service.
- Location
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- Location
- Rushden
- Reviewing
- Shell Energy
- Date
- 2020-01-29
- Comments
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I have had no problems were with first utility so same connection just carried over.However when I tried to tell them an external bracket holding the incoming wire was hanging by one screw this being a health and safety issue I was adiced I could fix it myself or hire an electrician I contacted outreach and they took two to come and fix it.
- 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
- Yorks
- Reviewing
- Shell Energy
- Date
- 2020-04-20
- Comments
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Staff are quite helpful but the speed is absolutely woeful and the connection drops frequently. The best thing to do is not sign up at all. Today's average speed is 1.3mbps, my mobile hotspot works better. Not sure how Shell is still able to sell this product, pretty much feels like a scam.
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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Customer service is absolute useless. I was on the phone for an hour then cut off resulting in me wasting an hour of my time. Called again and still nothing for over an hour. Once you do get through to someone it is an Asian call handler I had to constantly ask to repeat themselves as I had no idea what they was saying. Moved over from Post Office Telecoms which were a lot better compared to this rubbish company.
- 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
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2020-10-23
- Comments
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From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
- Location
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- Location
- Paisley
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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Customer service with Shell is terrible. We experienced a total loss of service on the 10 August, tried to report to Shell the next day as the call centre closes at 8pm. Kept on hold for 35 minutes before someone answered, arranged for an openreach engineer to call on 16th August. No one arrived and we had no message from openreach or Shell. I phoned the next day after another 35 minute wait on hold someone answered just to play silly buggers for 5 minutes claiming that he was unable to hear my call. Eventually he decided to talk to me and assured me that the job was scheduled with an engineer and that there was no need for us to wait in as the fault was showing as external.
No one showed up or climbed the pole outside of our house that day either. I phoned a day later to speak to another operator to be told virtually the same thing that the fault was external and an engineer would be scheduled to carry out a repair. That afternoon an engineer knocked on the door wanted access to the master socket tested the line from inside the house and found two faults one internal the other external. I wasted over an hour and a half on the phone just waiting for someone to answer and it took 10 days for an engineer to arrive and sort out the fault. I am not wasting any more of my time or money by phoning this company up and asking for a refund or reduction in my monthly bill. They have lost a customer, I have already signed up to a different supplier.
- Location
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- Location
- Forest Hill
- Reviewing
- Shell Energy
- Date
- 2021-10-14
- Comments
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An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
- Location
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- Location
- Bognor Regis
- Reviewing
- Shell Energy
- Date
- 2023-11-21
- Comments
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Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.
There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
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The worst customer experience you could imagine. Passed to 4 different people none of whom knew what they were doing. Just kept passing me on and behaving in a totally robotic way. One of them in particular should never have been allowed near a customer.
Do not use this company
- Location
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- Location
- MERSEYSIDE
- Reviewing
- Shell Energy
- Date
- 2023-07-13
- Comments
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SHOCKING ....IVE BEEN OVERCHARGED FOR A BROADBAND PACKAGE SINCE NOVEMBER 2022 AND DESPITE 4 ATTEMPTS TO RESOLVE THE MATTER IM STILL BEING OVERCHARGED IN JULY 2023... AVOID AVOID AVOID
- Location
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- Location
- Davenham Northwich
- Reviewing
- Shell Energy
- Date
- 2019-07-23
- Comments
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Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...
...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
- Location
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- Location
- Heysham lancs
- Reviewing
- Shell Energy
- Date
- 2024-01-17
- Comments
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We have been with shell,for several years.
Each year there is a price rise, which is ok.
However to stay with them you need to call them,this is just ridiculous as everything else is done online.
Even though they claim to have rang you on both home and mobile phones,also emailed us.
Complete lies.
This year, was fed up,changed for a better deal without a landline, suggest you do the same.
- Location
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- Location
- dorset
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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promised twice to write off early termination charges, then did the exact opposite. Paid up just to be shot of them.
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2023-12-20
- Comments
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After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Comments
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The most appalling customer service. If nothing goes wrong with your bills then they are fine. But if you need to get something corrected (their errors) it is incredibly bad. Slow to answer, calls get cut off, promises made are not kept. I have spent HOURS on the phone trying to get their errors corrected. AVOID LIKE THE PLAGUE
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2023-04-03
- Comments
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Not a bad broadband service until you need help with loss of service. Endless call steering options with advisors endlessly tranferring you to different departments. Automated payment sysyem doesnt work.
Internet itself is great, just frustrating when you want an answer.
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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If I could give zero for customer service and overall experience I would - router did not arrive in time for installation, took 10 days several phone calls and even given fictitious tracking numbers - put on hold several time only to be cut off. I will be leaving as soon as I can. Would I recommend - no
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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This is what happens when you leave Shell.
Broadband contract expired 7 Aug. Confirmed by Shell email 8 Aug.
Further £22.99 taken 31 Aug. When queried told would get refund within 10 days. Did not happen.
16 Sept received final bill with credit balance of £21.94, payable 4 Oct. Told would get refund within 10 days. Did not happen.
13 Oct told refund had not been made because I had not asked for it but I would receive it within 10 days. Did not happen.
25 Oct told refund had not been made because the account had not been closed but I would receive it within 10 working days. Did not happen.
2 Nov told that a manager had approved the payment 2 days earlier and it was cleared for paying.
8 Nov still not received.
I feel that the identical 10 days promises by different employees suggest a company policy not to pay overcharges. Different employees all used different reasons for non-payment. Other comments on Internet review sites indicate similar actions are standard. Twice I asked to speak to a manager but was told that this was not permitted.
- 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
- SALISBURY
- Reviewing
- Shell Energy
- Date
- 2021-08-19
- Comments
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Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
DO NOT USE SHELL BROADBAND.
- 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
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-07-30
- Comments
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Finally received my Ombudsman cheque today after a period of hassle lasting 6months. Unanswered phone calls, on line chat and emails unanswered just when mu landline developed a fault and they became uncontactable what a shower they have proved to be.
- Location
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- Location
- Uk
- Reviewing
- Shell Energy
- Date
- 2022-03-21
- Comments
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The broadband is fine once you have it, but customer service is terrible. When I signed up for Shell broadband in 2021 the customer service was excellent. I don't know what has happened since but having to wait over 40 minutes to renew a policy is ridiculous.
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn't.
I've called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I'm on the line for 40 - 50 minutes, most of it 'on hold' waiting to be transferred to their 'Retentions Dept'. On 3 occasions, they've offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
To be fair, their broadband has been reliable, so I've not had to deal with their customer 'service'. Now that I have, I can see why so many others give it a good slagging off.
- Location
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- Location
- Co Durham
- Reviewing
- Shell Energy
- Date
- 2020-08-02
- Comments
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I have been with Shell since they they bought First Utility. I have had no problems with service until now. Broadband went down yesterday. Contacted help line. They say in an email they tried to get back to me - untrue. No missed calls. Did the pigeon die on the way here? You need support when this sort of thing happens, but where are they. Hopeless. Judging by the other comments it may get worse yet. Already booked to change supplier to one with sensible support hours.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-04
- Comments
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Usage to date : 3 months.
No. of previous Broadband suppliers : 3.
Speed : Decent but not as fast as previous suppliers. Especially noticable on Netflix loading times.
Reliability : A couple of minutes of dropped connection, about once or twice per week on average, but tolerable.
Customer service : Friendly, average waiting time 20 min.
Other notes : Initially provided with faulty router, hence no connection for a week. Sent over engineer to confirm this. Router replacement received about 2 days later. Later, errorenously charged for engineer visit (around 80 GBP) so had to contact them to correct this.
Not recommended as it has under performed in all categories compared to previous suppliers.
- Location
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- Location
- Kelvedon
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Terrible company, was transferred from Post Office,and they miss sold a new plan to me.
Reduced my cost, but failed to tell me it didn't include VAT, so the plan and amount is the same as before.
Was looking for a better deal elsewhere...now I'm tied into this scamming fraudulent company...
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Absolutely no problem with the changeover to Shell Energy Broadband and I had 12 months of the best service ever. Not one problem and the router had a good range.
I was so pleased with their performance that I emailed asking for a quote to stay with them, unfortunately they didn't reply until 10 days into my contract with another provider.
The day after my contract ended was the start of all my problems. Demanding the router be returned in 9 emails even though I sent it on the first day after my contract with them ended. I gave them the tracking details which showed it was delivered to them on 10th March. I have just received another reminder this morning (23rd) to the effect I would be charged for the router if I didn't return it (they've had it for 2 weeks now).
This rang alarm bells and I checked on the reviews for Shell. Sure enough people have been charged and are fighting to get their money back. D/D form cancelled immediately.
The next problem was they cancelled my online account then sent me an email with a link to that account for my final bill. I have emailed them numerous times requesting a final bill but so far no reply. I will happily pay any money I owe as soon as they send me a final bill.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2024-01-30
- Comments
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I started using Shell Broadband in 2023. It didn't start well with poor router equipment, but they did rectify this by sending a couple of router extenders. We moved home early 2024 and I had several discussions with them early December about the move and the importance of it being live by mid-January. I was assured multiple times it would be done. This didn't happen. Several phone calls, emails and personal expense to bridge the gap later we seemed to be getting somewhere with a new date of 1st Feb for activation. I get a call on January 30th to say that they wouldn't be able to provide broadband to my property AT ALL and thus had to cancel the order entirely. Leaving me with no broadband already for 2 weeks, and probably another 2 weeks to activate with someone else. Absolutely diabolical service no matter which department you ended up speaking to. Steer clear.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Comments
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Never had any issues with speed or reliability, but when it came to leaving the whole customer experience was terrible. The only way to view my final bill was to log into my account, which I couldn't do because my account had been closed, and communication in general was terrible. Shell deliberately neglect to tell you until the last possible moment that you have to return the router or pay a fine. By this point I had already moved out, having decided to leave the router connected for my tenants for a couple of days. If you dispute this fine you are simply told 'it's in the terms and conditions' (that you read 18 months ago). Any company that takes customers for granted like this doesn't deserve your business! Will not be using again or recommending to anyone else.
- 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.