1,452 Customer Reviews over 37 pages
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- Location
- Hereford
- Reviewing
- Shell Energy
- Date
- 2022-11-12
- Comments
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Service drops out all the time. No customer service,almost impossible to make contact...then no help.it was fine with Post Office.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
-
Worst company our send bills after bills and do not listen to there customers they should be closed down
- Location
-
- Location
- Fairlight
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-09-19
- Comments
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If you don't improve broadband speed and continue to ignore customers comments definitely everyone turns to another supplier.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-01-23
- Comments
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This company broadband is RUBBISH please AVOID AVOID, If you planning to switch broadband to the First Utility may face huge financial debt If you terminate a contract, or you may get stress until the end of the contract. I don't recommend First Utility broadband.
- Location
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- Location
- Towcester
- Reviewing
- Shell Energy
- Date
- 2022-12-20
- Comments
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Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyone
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2021-11-10
- Comments
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12 months of problems around 10 visits of engineers, multiple visits booked and no one showed up,
and at the end they try to scam me with router fee, where i have proof of sending the router back.
avoid at all costs!!
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2021-07-04
- 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
- E11 1PT
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Comments
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Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2021-06-08
- Comments
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Worst provider ever, customer service is diabolical.
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2020-07-24
- Comments
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I am appalled by the lack of service provided by Shell energy. After attempting to contact Shell Broadband 3 times to cancel and not getting through to them in addition to sending a letter of complaint (with no reply) I am disgusted.
I have been left with no other option but to cancel my direct debit until someone finally rings me to request payment.
DO NOT TOUCH THIS COMPANY!
- Location
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- Location
- East sussec
- Reviewing
- Shell Energy
- Date
- 2022-03-22
- Comments
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Was swapped over from po broadband after having no issues with them for over 5 years.
From day 1 have had issues with regards to what my contract is.
I signed up for their superfast broadband plus at £29.14 a month. First month i was charged £94.43 for the service. Was on hold for over 2 hours. Got swapped and moved from person to person and then cut off.
Raised a complaint via email nearly 4 weeks ago and its still not been answered.
Bill was paid and online chat was started which they then after 3 days worked out the had not sorted my contract out so were passing my details to the relevant department.
My bill this month is now £38 which is still not the £29.14 agreed from the contract i am not receiving.
Noone has rung me with regards to my complaint.
Today my internets stopped working so the service i am recieving is dire compared to PO broadband.
Trying to get this sorting is like walking through treacle. I will be changing providers and if they think they can charge me for contract as they havent started the contract properly in the first place then i wont be paying.
- Location
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- Location
- Perranporth
- Reviewing
- Shell Energy
- Date
- 2021-02-06
- Comments
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Terrible. Do not use. We have had download speeds of 0.1m/s for 10 days now. Customer service takes ages to get through to and they even blame us for something inside the house. Without us changing anything it starts working again and to add insult to injury they offer to refund us £2 for 2 days it was not working. DO NOT USE.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2020-01-21
- Comments
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The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made.
Initially the router they provided me can only be described as unfit for purpose. Additional expense of around £100 to buy my own router which made things marginally better.
Constant drop off in the Internet
Made streaming, gaming etc a nightmare but when your tied into a 18 month contract you just need to grin and bear it.
Since going back to BT Shell are charging me a disconnection fee of £15.00 regardless if you out of contract and have also stated there will be a £35.00 charge if I don't return their router in perfect working order.
My advice would be while their deals may seem a little lower the service you get is extremely poor.
In today lifestyle I've become reliant on broadband for paying bills, booking doctors appointments/prescriptions etc so trying to do the most basic of chores can become quite frustrating.
Please do take notice of their terms and conditions as they will charge you at any opportunity.
When you do get to speak to a customer service depot whilst being very polite will not accept any fault and will blame open reach
Since returning to BT I can only describe this as shear bliss with absolutely no problems so this can only lead me to the conclusion all the issues I had to deal with were actually down to shell
Do your self a favour if you're considering Shell and look else where
BUYER BEWARE!!!!!
- Location
-
- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-05-08
- Comments
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Appallingly poor service from a company whose staff seem trained specifically to argue with customers on every point instead of listening to their concerns and addressing the issue diligently an fairly. They've tried to walk all over my consumer rights, despite admitting their many errors and "service failures" and their staff have been plain rude most of the time. I would love to see their reporting statistics because they failed in all of their callbacks to me up until I escalated the issue to their executive team. My best advice to anyone with an issue is to look at the Consumer Rights Act 2015 and the things a company must do when it cannot meet it's own obligations under a contract.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-10-10
- Comments
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Honestly not worth it!! They rope you in with a £75 back offer you never receive it and they just keep shutting off my internet, also the internet isn’t great as well I’m so disappointed I work from home and I’ve had so many problems, just tried to speak to someone about it on the phone and the guy was struggling to understand me so just hung up on me after being on hold for 40 mins :( I’m coming off now!!
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2020-10-26
- Comments
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Shell Broadband have charged me the full termination fees despite leaving them becuase my new property was not capable of fibre broadband. But because Shell - could supply a slower connection - not fibre - they insisted this warranted full termination fees. So even though I wanted to stay with shell at my new address and transfer contracts, this was a no brainer. Very unhappy. Bad bad bad bad bad customer service. As a result they've also lost me as a Shell Energy customer.
- Location
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- Location
- Heckmondwike
- Reviewing
- Shell Energy
- Date
- 2019-09-28
- Comments
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SCAM DO NOT APPLY FOR ACCOUNT after they took over first utility they has been nothing but issues disconnection three days before payment date without warning then inflate the bill I started at 38 for high speed for streaming then get told I owe 71 so pay the balance two weeks pass and disconnected again contact them and they tell me I owe 51 so I ask why so high they say I owed 99 with a discount of 7.00 I owed 91 but yet when I paid the bill I was strictly told 71 is all I owe for that month hmmmmmmm talk talk here I come and another point to all customers of shell if your not offered the deal you was originally offered as of 12 month ago you can walk from the contract check Martin Lawrence s website explains everything there
- Location
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- Location
- Easington
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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Where to start, after having no internet for a week I eventually managed to speak to Shell Energy broadband. On hold for over 40 minutes until I spoke to someone. They advised they would send an engineer out and I would get a text and I had to make sure someone was in between those times or I would be changed £65. My partner has took a day unpaid from work to sit in for an 8-1 appointment only for nobody to turn up, no text to say why, no call. Another 40 minute phonecall later and we have been told their "latest update" is that it could be anytime today or tomorrow. We werent told this until we rang. The customer service is shocking, the service is even worse and I will be leaving as soon as my contract is up. AVOID SHELL ENERGY BROADBAND AT ALL COSTS.
- Location
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- Location
- Backwell, Bristol
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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Customer service is appalling. I had to cancel a home move for my elderly vulnerable mother who relies on an emergency care line. I called & explained she was no longer moving, told them to undo the request to cancel the landline & broadband. I had confirmation on the phone this had been actioned. I followed this up with an email 2 months before cancellation was due to take effect. This was not actioned & service was cut off leaving my elderly mother with no emergency line or broadband. I rang customer service eventually answered then promptly cut off. Didn't ring back after 2 attempts requesting callback. 4th attempt I waited 1 hour & was passed through 3 depth, only to be told she would have to ring sales to get set back up & it would take 2 weeks. Absolutely disgraceful. Their error but take no responsibility for it. I would not recommend this company for broadband. I have spent hours over the term of my mother's contract sorting out issues, this isn't the 1st time they didn't action a request on their helpline.
- Location
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- Location
- Mansfield
- Reviewing
- Shell Energy
- Date
- 2020-05-22
- Comments
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If you are thinking of switching to Shell broadband my recommendation would be DON'T DO IT.
The advertised speed is only achievable when ALL wifi devices are turned off and you are connected by ethernet.
The router its self is very poor quality and I cannot get a signal in areas of my house that I could prior to switching to Shell.
Customer services are quick to respond via Facebook but not email. They had me jumping through hoops when I complained about the speed. First I had to wait 14 days. Then I had to ensure my router was in the optimum position. It was then a hard factory reset followed by the submission of 3 official speed tests which showed a significant loss on the advertised speed. After all this Shell told me I was indeed receiving the correct speed and told me to perform a speed test via ethernet with all wifi devices turned off. This did return pretty much the correct speed but is totally useless for modern day living.
I will be leaving at the end of my 12 contract. In the meantime I have to have 2 wifi extenders in my small 3 bed house
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2020-03-14
- Comments
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The worse internet I've ever had. Stay away as far is possible. the speed is so slow that you won't be able to do anything.
AVOID!!!!
- 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
- Crewe
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-02
- Comments
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Please for your own sanity do NOT get shell broadband. Signed up to their ultrafast fiber was promised over 100mbs (advertised 295mbs). Got an unstable 50mbs connection after 4 months of stress trying to work I had to leave, this is after hours on the phone to them time and time again. Anyway at my wit's end cancelled contract then they charged me for 18 months at full price to cancel even tho I NEVER EVER got the service I paid for. Please stay away from Shell broadband they LIE about there so called speed, shell broadband don't help and don't care. BE afraid of shell broadband and run away as fast as you can! Thanks I hope this helps u decide on your next broadband.
- Location
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- Location
- Needham market
- Reviewing
- Shell Energy
- Date
- 2024-03-23
- Comments
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I have never experienced such a poorly managed team. Calls get cut off with no call backs and the internet speed is pathetic.
I am happy to say I have found a new provider and the speed is amazing, so is the level of service.
My advise is DO NOT GO WITH THIS COMPANY,
Complete waste of time..
0,,, effort to help resolve any problems..
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- Comments
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Absolutely shocking service. Was with TALKTALK before SHELL and never had a problem with internet connection, however, SHELL uses the TALKTALK service but is absolutely terrible. I even use the same router I used with TALKTALK but the internet connection is mediocre with very low speed 18mbps (Fibre broadband) and constant drop outs. Unable to stream any TV programmes :(
- Location
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Rubbish. Frequent drop-outs and, strangely, can't connect to either Gmail or Yahoo e-mail services (if I connect using a mobile hotspot, these e-mails miraculously appear...)
- Location
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- Location
- staffordshire
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Have a line fault Shell aranged for Openreach to contact me when they are coming, waited three days but no call from anyone. Have tried to phone Shell six times. waited at least 30 minutes to 45 minutes not answered. fed up with this so called caring company, off back to another provider
- Location
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- Location
- Hayle
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
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I'll keep it short..looks like I'm going to take out a claim on MCOL. Wish I had seen the reviews before sighning up. A David and Goliath confrontation, wish me luck.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
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Terrible service. Tried to phone them about a router password. After 30 mins on phone I was cut off.
- Location
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- Location
- Newton Abbot
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
- Location
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- Location
- Newton Abbot
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
- 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
- Hythe
- Reviewing
- Shell Energy
- Date
- 2022-01-08
- Comments
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we have unstable and poor broadband
after many phone calls nothing has
changed.0.02 to 0.06 is not useable
open reach have checked,agreed the speed is the worse they have seen and recommended callflow.as they seen unable to rectify the problem.
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2022-03-17
- Comments
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Having being moved from the Post Office for broadband & land phone, shell energy display a diabolical level of customer service, telephoned 3 times today & no reply after waiting 20, 22 & 25 minutes respectively! I am not happy.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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When joining Shell Energy Broadband. Customer Service staff offered me Broadband for £26 per month which is on their own website for only £15 per month.
Two. Shell energy broadband, Send me my router. it was one day late and the currier did not knock on my door, just left a card and I had to go and collect it myself.
Three. When I tried to speak to shell energy broadband about this, it was impossible to get through to them because the advisor took down my email address incorrectly and left it impossible to access their site/My Account. Getting a phone number that works…impossible!
Four. My ‘go live’ live date has come and gone with no access to the Internet as the provided Wi-Fi passwords are incorrect…unbelievable!
- Location
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- Location
- Wellingborough
- Reviewing
- Shell Energy
- Date
- 2020-03-06
- Comments
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Only recently installed but pre installation information was top notch, equipment seems reasonable, change over (from previous supplier)was less than 30 minutes, speed is slightly higher than previous. Overall very impressed so far
- Location
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- Location
- southampton
- Reviewing
- Shell Energy
- Date
- 2017-12-03
- Comments
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Stay away! this company mis-sold broadband to me, they then emailed me saying apologies we mis-sold this service to you, then i cancelled (this all happened day one) i then received many emails saying i have not paid my bills, they then threatened me with court or a cancellation charge of £323. They are a joke and will damage your credit rating after they lie about what service they can give you. i will be keeping all emails for proof.
- 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.