844 Customer Reviews over 22 pages
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- Location
- Wimborne
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
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Wi Fi kept dropping out from day one. Phone calls to customer services went unanswered after 30-40 mins. Router adjustments made no difference. Finally got pair of wi fi boosters from Shell Energy which helped stabilize the wi fi performance except on my Smart TV which is pixelated on specific stations. I regret changing from previous supplier which was problem free but more expensive . Lesson learned
- Location
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- Location
- AXBRIDGE
- Reviewing
- Shell Energy
- Date
- 2021-05-05
- Comments
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I just moved from shell broadband,started with new suppler on 8/o3/2021 had to have new connection fitted for super fast broadband,shell are going to bill until the 25th April, what a scam ..Have to pay for 2 suppliers at the same time ..
- Location
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- Location
- BEDFORD
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
-
Absolute garbage customer service useless slow speeds cuts out drops
buffers on netflix getting 2.5 to 20gb speed instead of 40gb
online chat a joke they cut you off
phoneline given is now an answerphone
- Location
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- Location
- Brighton
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
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Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
Also asked for Manager to call twice. Never had a call back. Avoid them.
- Location
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- Location
- St Helens
- Reviewing
- Shell Energy
- Date
- 2020-10-16
- Comments
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I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-06-19
- Location
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- Location
- St Helens
- Reviewing
- Shell Energy
- Date
- 2021-01-17
- Comments
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I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell
And I asked them to take over the line .Shell then sprang into action wanting an early exit fee .As I hadn’t broken the contract they had broken it I refused to pay .A year on I have had to pay and now I am still
Being asked for the money .Age 74 and living alone they are constantly harassing me. Anything is better than Shell just don’t go there .You
Can tell them
A hundred times you have paid but there is no
Communication
Within the company
- Location
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- Location
- Coatbridge
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
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Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
- Location
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- Location
- Salford
- Reviewing
- Shell Energy
- Date
- 2020-08-04
- Location
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- Location
- Uxbridge
- Reviewing
- Shell Energy
- Date
- 2020-04-24
- Comments
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I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible.
It doesn’t work and cuts out during the day and late at night
Sometimes it’s good during the day but seems to stop working all together at 11pm.
The worst thing is that you can’t get out of the contract which is 18 months long
As soon as it’s finished I will be returning to sky and I will be much happier with there WiFi
- Location
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- Location
- LEICESTER
- Reviewing
- Shell Energy
- Date
- 2020-07-21
- Comments
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I thought they were cheaper. I had joined them on 20 Sept. 2019. Great mistake. I reported a fault on my Landline SIX days ago. Nobody came to check, though was promised. The Broadband service the POOREST of all I had joined in the past. Connection very slow, it keeps on being cut off. I very much want to DITCH them before my contract ends, if they would let me leave them. Please, please. do not let them deceive you, do not make the mistake I had made. It is the WORST service one can find. I am dispatching to their Registered office, a copy of a BUNCH of REVIEWS by the DISSATISFIED customers. Hope they close down the Company. ----- HA NARAN
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-30
- 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.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-08-21
- Comments
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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.
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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Awful, awful broadband!!! I never usually leave bad reviews but I feel I should on this occasion. Like other reviews we were told when we changed over it'd be the same speed as our original supplier but cheaper. It's absolutely disgusting. So bad sometimes netflix won't load properly. Customer services are a disgrace as well on the phone for nearly 50 minutes then was told basically there's nothing wrong with the speed, sent us a speed checker of theirs and same speed as the test we done! Oh and when I used the ring back service no one rang back, I've reported this company to the ombudsman, I don't see why we should be paying for a service we aren't receiving.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2021-04-20
- Location
-
- Location
- StHelens
- Reviewing
- Shell Energy
- Date
- 2020-04-11
- Comments
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Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever .
- Location
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2019-03-04
- Location
-
- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2020-07-27
- Comments
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This company are appalling. Broadband is constantly crashing. 2 engineers booked, 1 came out no internal wiring/router problems now charged £80 and still no broadband. How can i get away from them. Do not use this company
- 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
- NEWCASTLE UPON TYNE
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.
- Location
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- Location
- East Midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-07
- Comments
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Pathetic up & download speeds. Paying for 35mbs download speed, receiving 1.5mbs for approx 20 hrs @ day. Up to 4 mbs for the other few hours.Impossible to watch video content. Emails fail to send. Often unable to do BB speed test because of slow speed. Cust Svcs slow to respond and try to blame everything but their own service. They expect customers to pay for engineers even when it is them at fault. Buffering as I write this. It may not upload. It dropped out again. I am stunned Shell have achieved an average of 2 stars. Somebody somewhere is being generous!
- Location
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- Location
- Mold
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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Disgrace no customer service on hold on phone and live chat for an hour .leaving adap
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-01-25
- Comments
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DO NOT BOTHER!!!!! Absolutely shockingly bad customer service, if I could give a negative rating I would. Dreadful website, crashes half the time, unable to access accounts, or access any online help, tweets are the only way to get anyone to listen, which you should not have to resort to, but have no choice.
NEVER AGAIN!
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
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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!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-11
- Comments
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Shell's Customer Service is disgraceful.
They don't operate the 'Social Tariff' as do other providers.
They did not contact me when it was time to renew my contract and since have charged me £47 a month, just for landline phone and broadband.
Their bills are badly set out and they include no email address.I have now ditched them!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-18
- Comments
-
I can only agree with all the other negative reviews - AVOID!!! I had been with Virgin Media for more than ten years, but unfortunately had to switch as they don't provide my new area. Shell customer service is the worst, a bunch of useless call centre employees who are not in any position to make changes/cancellations etc. but forward your request again and again. They confirmed by email that they would push back my activation date, but I then received an email a day before original activation date, that my service would go online next day. I called them (finally getting through after 20 minutes) only to hear that my request had been rejected, but they couldn't tell me why. They also could have let me know instead of me calling them to find out (even though they had confirmed by email)! I then asked to cancel my contract within the 14-day period I was allowed to do so as I wasn't even living in my place yet. Request rejected as well! What a joke!!
- Location
-
- Location
- LEEDS
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
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Please avoid if you eventually get through to them on your mobile which can be over half an hour its at your cost for a multi million pond profit company very very poor if I could get out of my 18 month contract I would be be like an a Olympic sprinter of the starting blocks
- Location
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- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2020-01-09
- Comments
-
********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-05-15
- Comments
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Waste of time. The only phone line that answers is the sales one. Poor speed, unreliable connection, then we agreed to upgrade to fibre to the door at 1000 mbps only to then find out that what was booked for May 18 2022 gets put back 6 months, no one at Shell has any idea of what we do next.
Our answer is to stop paying and go with BT.
- Location
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- Location
- Hinckley
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
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My mother in law relies on wi fi for various devices like Alexa, so we can call her 100 miles away between visits.
The reliability of wi fi was poor, kept dropping out, she was paying way over the odds £20+ compared to other providers. But the worst was the lack of help upgrading her to fibre, the agents offered to call her but never did.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2018-11-22
- Comments
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Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
- Location
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- Location
- Teddington
- Reviewing
- Shell Energy
- Date
- 2021-12-02
- Comments
-
Disgrace of a service. We get decent WiFi coverage only up to 3 metres from Router. Rest is hopeless. Weak signal. Drops out. Unusable unless you want to sit in your hall all day. There seems to be little enthusiasm to help and relying on the penalty clause to stop you moving to a provider who can do the job. This has been the case in two small flats. Never seen such problems in 20 years of buying broadband, Shell should stick to oil. They clearly can’t do this business. Will never use again. Will never recommend.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2018-06-21
- Comments
-
Do not move to this company for broadband. We were energy customers of First Utility & thought we’d save money by moving to them from BT. Nothing has worked since. We have had 2 routers & a BT engineer out. The line is fine & the old BT Wi-fi worked perfectly. The Wi-fi doesn’t work, the kids can’t play on the PS4, And we’ve used all our 3G allowances on phone as a result. This has been nothing but grief. We have refused to pay so far & they now want to charge us over £200 for an early termination fee on the contract, for a service they haven’t provided. The customer service just passes you around the houses & any decent company would have the good grace to allow us to move on. The manager is not available to speak and apparently will call us back in 48hrs. The representative told me that she’d tell me the same thing though. Avoid this provider unless you want stress & grief. Worst provider of any service I’ve dealt with. Will also be cancelling my gas & electric with them as a result of this.
- Location
-
- Location
- Broughty Ferry
- Reviewing
- Shell Energy
- Date
- 2020-05-30
- Comments
-
If thinking of moving to shell energy broadband don’t !!! They are totally useless. Despite many phone calls no resolution to their error. Staff especially Ally were useless.
- Location
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- Location
- North Devon
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
-
Awful, Been charged more than double for last two months, Still unresolved, Customer service online chat useless, Broadband service bad anyway, cannot wait until I leave them.
- Location
-
- Location
- Great edstone
- Reviewing
- Shell Energy
- Date
- 2018-06-08
- Location
-
- Location
- Swansea
- Reviewing
- Shell Energy
- Date
- 2019-10-31
- Comments
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Absolute rubbish, speeds are terrible was told speeds may vary over the first 2 weeks then was told I could not cancel although I was miss sold the package. I was told speeds would be good in my area but I struggle to run a single device the customer service is terrible and now I am stuck with a £150 cancellation fee.
STAY WELL AWAY DO NOT BUY
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-12-01
- Comments
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I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.
- Location
-
- Location
- gateshead
- Reviewing
- Shell Energy
- Date
- 2018-09-24
- Comments
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been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline numer@first-utility.com) the guy even stayed on the line until router had connected.
anyone who wishes to use own router just go thru to tech and they will assist
- Location
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- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-04-29
- Comments
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Wouldn't transfer my number over so cancelled my order. I switch providers every 12/18 months and have never been told I couldn't keep my number. needless to say I have cancelled the contract and now have to arrange my cuurent provider to stop the cancellation of my current contract and look for another new provider. I won't be signing up with Shell for anything ever.
- 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.