1,452 Customer Reviews over 146 pages
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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I thought post office service was bad but she'll take the biscuit. Absolute waste of time crappie service unbelievable after service just diabolical. Never again good ridden in December.
- Location
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- Location
- Poulton le Fylde
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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DO NOT USE THIS PROVIDER!!!
Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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I change my broadband provider on a reasonably regular basis so I have dealt with quite a few different companies over the years. Shell is without doubt the ABSOLUTE worst from no connection to customer support, absolutely everything has been not bad but absolutely terrible. Please AVOID LIKE THE PLAGUE.
- 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
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2022-08-18
- Comments
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Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can't get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn't help! I just feel they are sitting there having a laugh at struggling customers
- 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
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Comments
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tried to switch from Sky to get cheaper faster broadband. Shell messed up switch, totally incompetent company. customer service total mess, hours of phone calls, internal departments clearly not communicating with eachother. 2 DATA BREACHES!!! stayed with Sky! offered a very small compensation token...they even messed that up!
- Location
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- Location
- New Forest
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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Taken over PO account. The basic functionality of the broadband service remains OK. Shell customer service is abysmal. Trying to contact Shell is made as difficult as possible and when you contact them the so-called customer service is extremely time consuming and unhelpful to the customer. Shell appeared to have starved customer service of resources the resultant image a customer gets is of a company that frankly doesn't care. I’m really not sure if I will renew the contract in 2023 – there seem to be lots of other more professional companies offering very competitive prices and on Shell Energy’s general performance I certainly couldn’t recommend the company to others.
- Location
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- Location
- Saffron Walden
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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I can echo all these reviews with my own sorry tale of dealing with these charlatans. I have live here 8 years in a rural location. Originally I was with BT, and as I'm 5 miles from the exchange on ADSL I had a BT Engineer spend a whole day fault repairing the line. He assured me that the best I would ever get was 1.2 Mbps download.This was useable, but at £40.00 / month - too expensive. So at contract end I went to Talk Talk, and the speed dropped to about 0.9 Mbps. I then went to Shell Energy, and the speed was about the same, but cheaper at 20.00 / month. Then last year, my speed crashed to about 0.14 Mbps, so I began a complaint. Initially Shell Energy made pathetic excuses, so I involved Resolver. I went through all the procedures & finally involved the Ombudsman. Along the way I also had a new Router sent out ( which made no difference ),and was also threatened with a fine for not returning the old one - even though I had proof of postage.! The Ombudsman sided with Shell, and blamed my poor speed on Openreach, who are outside their remit. Shell offered a "Goodwill" payment of £50.00 for me to close my complaint. The whole thing is a carefully choreographed con. The fact is that Shell bought out Post Office, and rather than pay for extra bandwidth from Openreach - they just cut everyone's speeds. As I already had next to nothing - the cut trashed my internet completely. The Ombudsman however seems to think that 0.14 Mbps download is acceptable, and despite Shell offering 1-2 Mbps, they are not in breach of any Consumer Law, and I must pay full price.! This is a true and factual review, and I have a wealth of evidence to back it up. If it prevents just one other person going through the nonsense I have put up with........then my work here is done.
- Location
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