Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    2.2 stars
  • Customer Service
    2.4 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 426 customer ratings since 2020-05-16 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

426 Customer Reviews over 11 pages

  • Reviewer
    Location
    Dagenhsm
    Reviewing
    Shell Energy
    Date
    Comments
    The serve with shell went live on the 39th october the service was not fit for service the internet keep cutting out and buffing I recieved the first bill within 6 days after activation which was higher then agreed I was never told the first bill would be high contacted shell fault was not rectify I cancelled within the 14 days of activation i was harrested with phone calls details sent to dept collector every complaint I made was closed before i was satisfied or resolution would not recommend the company to anyone
  • Reviewer
    Location
    Dartford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately made a big mistake and signed up for the offer trusting Shell name. Oh boy, couldn't be more wrong. To the reader who is just checking the reviews - SAY AWAY! worst experience ever. They promised 11 mbs in average for 17.99, while signing the contract sneaked that they will be providing from 5 to 9 mbps. Actually providing somewhere below 5 and max 6mbps and less than 1 mbps upload! It is not a broadband! It's a dial-up service. All I lack is that modem sound dialling to get online.

    I filed the complaint and their solution was......ATTENTION get higher band! which mean they are capable of providing the service it's just unfair business practices designed to lure people in and push to higher band as the cancellation fee is 100 pounds!!! CANT BE MORE CLEAR, TO ALL READING THE REVIEWS - STAY CLEARLY AWAY OF THIS "SERVICE"
  • Reviewer
    Location
    Davenham Northwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Denton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Joined Shell broadband after Years of BT. Maybe I'm one of the lucky ones but so far Shell is ten times better!!
  • Reviewer
    Location
    derby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID THIS HORRIFIC COMPANY!!!!! by a mile the most incompetent,rude and underhanded company i have ever dealt with. where to start?? i was told i wouldn't pay an installation fee with my broadband i was charged 60 pounds anyway without even telling me 3 months later i still haven't been refunded even though they swear blind they've done it. they changed my gas meter readings and charged me £150 gas just for march tried ringing up no help whatsoever basically told theirs nothing they can do. i live in a 1 bed flat its impossible to use that much gas.my electricity tariff was a fixed term of 52 pounds a months for a year they then after around three months start charging me very high random amounts once again with no notification. i phoned to complain and opened a sales investigation a fortnight later i phoned as i still didnt hear anything they told me the sales investigation had been closed because quote " the sales team will just try to get a sale your actual agreement we send to you by email" which as you might of guessed i never received. To sum it all up first utility really are scumbags they will do anything to squeeze every penny they can out of you for the worst service you can imagine if you value your money and your sanity steer well clear of these cockroaches
  • Reviewer
    Location
    Derby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got switched from First Utility to Shell Broadband automatically. We were very happy with First Utility. The speed was good, and it was cheap. But Shell Broadband has been terrible from the day we were switched over. The wifi drops out multiple times a day. Has anyone found a way of avoiding the extortionate early exit charges?
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Plugged in and worked straight away, excellent speed too. Impressed.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish ...... been waiting since 4 November
    Don’t use this procuder
  • Reviewer
    Location
    Derbyshire, England
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
  • Reviewer
    Location
    devizes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    will be changing asap, no support, keeps losing connection utter rubbish.
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Comments
    AVOID SHELL ENERGY LIKE THE PLAGUE!!! we were with another company for 5 years and never had an issue, as soon as shell took over we magically suddenly owed them 100s of £££ for one years usage, at first call they admitted it must be fault but two years later the issue is still unresolved. Nobody will take any further responsibility for it being wrong and our owing is now over £3,000 because we cabt afford to pay them what thry demand monthly, they are SO unhelpful that we now just refuse to make any payments at all, they ring, text and email multiple times a day which is aggressive and harrrassing. During the pandemic its responsibile for all my mental health and depression issues, we feel completely trapped by them with absolutely no way out, I REFUSE to pay money we dont have and that we didn't spend in the first place. All you have to do is join all the shell company Facebook groups to see this is a frequent scam they seem to employ on unsuspecting previously loyal and well paying people, i didnt ask to be signed up to shell and now we are stuck with this TERRIBLE company forever! Shame on you. One day your constant harrassment will be the end of me.
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The biggest issues with the company that I've experienced are a rubbish router and poor customer service. I was paying BT a fortune so decided it was time to change providers, the second I switched to FU (how ironic) the performance dropped to zero. I'm supposed to be on the 35Mbps product, but I couldn't even get a stable connection to Netflix servers let alone actually watch a programme or film from start to finish.

    I raised the complaint immediately and it took them a couple of weeks to even respond. It's clear they allocate your message to a new advisor each time you respond, as it's like you're starting again from scratch. About two months into trying to resolve and getting nowhere, I got an email from one first-class complaints advisor who stated "there is no issue". Okay mate, nice one. Another advisor stated "we can send someone around to check your hardware, but you'll probably have to pay for it". Not happening.

    So this morning, granted my TV and phone are both WiFi and will have been potentially doing their own thing in the background, but I'm trying to load a webpage on my laptop and it's like dial-up over a modem in the 90s. So I run a speedcheck through a website and it gives me 0.32Mbps, absolutely laughable. I live in a 1 bed flat and the router has to be in the kitchen because that's where the master socket is, so I went and sat on the kitchen floor and to be fair, it did then manage a lightning fast 7Mbps (of the 35 that I'm paying for). I turned my TV and phone off, and ran a wired connection into my laptop, and did finally manage to get 32Mpbs out of it. Unplugged the cable and again, sat a foot from the router and with no other devices switched on except a fridge, the speed dropped to 12Mbps.

    In conclusion, the router is dog-poop - this is despite the fact that the one half decent thing one of their advisors has done is send me an "upgraded" router. If this is the best they can manage, I'd a) factor the price of your own router into the deal you're looking at, or b) just go elsewhere. I considered looking up the settings and then trying to get my BT router set up to connect to their network instead, but their website is unsurprisingly rubbish and I absolutely dread the prospect of phoning them up and having to speak to them, given the experience so far. I certainly won't be staying with them beyond the end of this contract.
  • Reviewer
    Location
    Dewsbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i never have had a contract with shell or first direct and shell keep sending me invoices for £162.21 which they say is outstanding.i have spoken to there customer relations team who dont no there backside from there elbow,but keep on sending me these letters for a contract i have never had.total rubbish i will not buy anything branded shell.
  • Reviewer
    Location
    Dinnington Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I've had my gas and electric from them for years and never had a problem, so decided to give their broadband service a go. I signed up for £18.99 a month.
    I have been with them 6 months and have never seen a bill and can't access anything online. They charge me random amounts whenever they seem to feel like it, 3 months in a row, weird amounts then miss a month then it starts again and my broadband drops off intermittedly most evenings around 8pm. I have tried calling their call centre several times, I held for 20mins the first time, 30mins the second then 30 the third time, I never actually spoke to anyone any of the three times I called as I got sick of waiting and hung up realising it was probably costing me a small fortune being on hold for so long and doubting anyone was actually there, I emailed them a few days ago, got an automatic response but have yet to be contacted back by a human.
    I would definitely recommend them for their gas n electric, but I don't think they're actually set up properly yet to do broadband customer service, so I would avoid them if I were you.
  • Reviewer
    Location
    dorchester walk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    low broadband speed and when I brought they said the would be up to 17 but I get less than 5 if they told me it was less than I would went some else with better speed
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid like the plague.
    Appalling speed, wifi coverage and customer service.After 6 months of below average service wifi started dropping out. Got the usual guff about 'too many devices connected' (I didn't have) all a con to get me to sign up for 18 months superfast fibre.
    I'll be changing provider ASAP.
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Atrocious wifi signal. Was okay for first few months then drops out regularly. Cust service deplorable. Contacted them and told I had too many devices connected and would need to upgrade. I had 1 PC and 1 laptop connected. A total scam.As in contract had to wait 4 months to change provider. Now only 3 months to go, then they're ditched and good riddance.
  • Reviewer
    Location
    Dundee
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
  • Reviewer
    Location
    Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beware you get charged £15 to change supplier and make sure you return router as they will charge you for it .Very slow broadband similar to dial up at times . Look elsewhere !
  • Reviewer
    Location
    durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
  • Reviewer
    Location
    Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This BROADBAND IS NOT FIT FOR FAMILIES WITH CHILDREN! AVOID!! This is because there are no parental controls.
    I was told that internationals calls were free and unlimited. But it was not so. There is no account for the customers and hence the customer would not know the usage and billing on the website. The phone does not show incoming numbers. The broadband will be activated after the cooling period and you will be tied to this nonsense broadband for 18 months.
  • Reviewer
    Location
    Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you like wasting your money on things like me clearly! SHELL IS THE WAY! I’m thinking maybe there’s a old paggered hamster in my Wifi box on a wheel? Because this speed is terrible! And trying to speak to the customer service is like trying to get blood out of stone! Absolutely shocking, get my WiFi sorted or I will be battering one of your staff on the street with the ROUTER!
  • Reviewer
    Location
    East Kilbride
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    What can I say except that it's the best and cheapest I have ever been with. I love it!
  • Reviewer
    Location
    East Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst service of a broadband provider ever. Wish I had read the reviews of others before signing up to this company. Service agents can't or won't respond to emails to get my line and broadband fixed. Company will not issue a deadlock letter so can't even get the regulator to look into complaint.
  • Reviewer
    Location
    East Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Broadband is so weak, I can’t even watch Catchup without constant buffering. I’ve never had a problem with any other provider before.
    Can’t wait for this contract to end so that I can leave Shell.
  • Reviewer
    Location
    East Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had this for 4 days absolute rubbish, did live chat to cancel...she was very nice....informed I’d have to pay £306 to cancel. Even though it’s not fit for purpose. Told them I’ll cancel the direct debit and pay £10 a month. Angry doesn’t cover it!!!
  • Reviewer
    Location
    East Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
  • Reviewer
    Location
    Eastbourne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly the worstcustomer service of any provider I have had. Difficult to get in touch with and they charge you to do so. Without a reliable working telephone line for over seven weeks due to their reluctance to pay for work needed at the exchange. Closed down complaints with responding to them. Refused to issue deadlock letters. Will be seeking contract cancellation through the regulator or the courts if necessary. Understand this company charges £15 to leave whether in contract or out of contract (T&C'S). Broadband speed is good considering we are within a mile of the exchange, but given one star because the router is rubbish and wifi is poor throughout(bought a Ubiquiti Unifi access point wifi to boost signal).
  • Reviewer
    Location
    Eastbourne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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...
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very very disappointed that companies like this exist these days. The customer service is shocking and they use outright fraud to retain customers who find them out.
    Look for reviews and talk to a customer service rep before committing...trust me...this is the first time I ever feel angry with a company as I feel defrauded.
    First Utility were due to install broadband on 5th December. By which point I'd had a little contact with them to try to arrange an alternative installation date, and realised that they were incredibly aggressive, arrogant and inflexible. The individuals I dealt with weren't the root cause, I felt they wanted to help but referred to 'our policies don't allow us to do this' or 'I'd get hung for this', etc...
    Anyhow, the day the line was due to be installed the engineer couldn't install it and said first utility should have known this as this engineer mentioned there were challenges installing this line in our postcode.
    So I ended up being charged for internet without internet!!!
    So I phoned them expecting some apology or action, and what I got was too late, that's always a risk and we will install it when we get a chance, when pushed, they said a couple of months at best. In the meantime, I'm expected to pay for using my non existent broadband.
    I then said this is shocking, I would like to leave first utility to which they said you will have to pay £136.60 early closure charge. I calmly explained the 14 day returns policy to which the response was, oh that won't work because first utility start the 14 day counter 15 days before you get your broadband!!! I said you're having a laugh to which he explained, it's probably not fair but my hands are tied. Is this not fraud? I hope this review helps you. I am fighting this out of principle and have joined virgin media who got everything working within 2 days and start the 14 day returns counter AFTER you get the service.
  • Reviewer
    Location
    Emsworth
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute dishonesty from start to finish. They get you aboard for £19pcm but forget to mention anywhere that it's £19 plus VAT. You get a max of 9 Mbps for 4 days followed by .08 Mbps. When you contact them they suggest you switch to £35 per month plus VAT for a faster speed. They will ignore all complaints except when you cancel the DD - then they write, boy how they write. When they know they've lost - as in when you are with a reliable supplier - you will hear nothing for 2 months. Then you will receive a threatening e mail from their 'collection agents' etc. I have opened a case against them with the CAB who believe enough other like complaints will see the Trading Standards take over, even the police maybe. Get your money back off these sharks, ask for some deserved compensation off them for their behaviour towards you; then register the complaint with the CAB.
  • Reviewer
    Location
    England
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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!
  • Reviewer
    Location
    England, Maidstone, Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers.
  • Reviewer
    Location
    Epsom
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I had to cancel the broadband service due to my late mother passing away.
    Upon cancelling it was fine. There was no mention of additional fees etc.
    After 1 month I received a final bill for early cancellation fee charges. This was due to stoppinf the contract before 12 months.
    I called Shell and waited for 45 minutes. Upon answering I explained the reason for cancelling.
    They didn't care so clearly it's all about the money.
    I wouldn't recommend this company to anyone. Awful.
  • Reviewer
    Location
    essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Very pleased and all good.
    I work from home so use the internet all day long.
    Its never let me down so i can only praise the service.
    GREAT..
  • Reviewer
    Location
    essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    getting through to speak to someone takes a minimum of 35 minutes and they charge you for this which is £2.85 each time. They do not do anything they say they will do, so basically avoid them at all costs!!!!!!!!!!!!!
  • Reviewer
    Location
    essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolutely appalling WIFI, I've been with shell for 2 years and it feels like a prison sentence. I'm hopefully switching to another company next week or so which I'm relived about. The WIFI is like putting pineapple on pizza and it runs slower than a granny on the way to Tesco. The broadband has a mental breakdown when using more than 2 devices. DONT CHOOSE SHELL ENERGY!
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    The only positive thing I can say for Shell is that their call-centre staff are very polite and courteous and as such they are one ahead of the mostly arrogant/unpleasant people I dealt with at XLN.

    However, the speed with which they resolve issues is abysmal. At first I was impressed with them - the phone was answered quickly and the staff were pleasant to deal with. I presume though that this was because I was a new customer. As soon as they have you on board,it is a different matter. First, I was given an upgrade (with predictable price rise) that I neither wanted nor needed. My service was, during this time, suspended for several days. While this was hugely inconvenient, it also illustrated to me that I appear to have an issue with wifi - in that it is causing me health problems. While the wifi was suspended, the issues I had experienced, stopped. I therefore made the decision that my health and well-being are far more important than being hooked up to the internet and I asked Shell if I could terminate the contract early. They, predictably, are going to charge me for the full term of the contract, despite me saying that I am not going to a rival firm. Their response times to my queries are woefully slow. I do not blame the poor people who have the misfortune to man Shell's telephone line but the terrible management who put insufficient resources in place to deal with customer queries/complaints.

    So, if you want pleasant call-centre staff, rubbish broadband reliability, and hideously slow complaint resolution, then I can't recommend Shell highly enough!
  • Reviewer
    Location
    essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SHELL HAVE NO STAFF ITS ALL CALL CENTRE AND YOU PAY PER MINUTE TO SPEAK TO THEM, AVOID AS ITS A SCAM!

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