844 Customer Reviews over 22 pages
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- Location
- Watchet
- Reviewing
- Shell Energy
- Date
- 2021-11-15
- Comments
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Our Internet connection is frequently not working . When we do get it it's less than 2 MG. At the moment it is .5 They have broken our contract with us so we looking to switch.
- Location
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- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-11-13
- Comments
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The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
- 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
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-11-09
- Comments
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The whole experience has been awful. The connection and Wifi is very slow and doesn’t even extend to the next room. Customer service is horrible and when we try to cancel they ask for £300 cancellation fee. So we have to wait 18 months with the horrible WiFi. Do not buy this!
- Location
-
- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2021-11-06
- Comments
-
Hub only works in the room it is in. Terrible signal, and customer service aweful. Don't buy this product or deal with shell energy broadband if you want good service
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2021-11-03
- Comments
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I have bee a customer since April 2021 and as soon as my contract ends I will find another supplier.
For weeks after our service was connected our speeds were much lower that predicted and when I logged onto my account the messaging confirmed this. Customer Service at Shell refused to acknowledge this and then the speeds improved, but still lower than predicted.
Broadband was unreliable for sometime and still resets after incoming/outgoing calls.
We put up with it rather than spend time getting nowhere calling Shell.
- Location
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- Location
- wadhurst
- Reviewing
- Shell Energy
- Date
- 2021-11-02
- Comments
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wheres the zero ? shocking customer service worst i have ever encoutered . do not deal with this company been waiting for broadband now for over a month between them and those other crooks at Open reach . still waiting ineffective managers no acting on your behalf to esculate issue . lost momey as tenants left as i had promised them broadband . Have now got them as my provider by default at another property as they took over from The Post Office soon as the tenant vacates i will be moving . Dont get tempted by their prices believe me its just not worth it . Avoid like the plague
- 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
- Ashby
- Reviewing
- Shell Energy
- Date
- 2021-11-01
- Comments
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A disappointment. I applied for broadband with them and only found out I had be turned down on a technical issue when I rang them to check progress with Broadband installation on the 28th Sept.
I looked but could find no sign of any email from them to tell me this, a decision they made on the 22nd of September. There were different answers about why it was turned down until on the third call I got someone who knew what they doing and explained it without guessing. I did complain but heard nothing for a month and when I did ring up about the complaint nothing had been done. Finally I got a call to sell me broadband! Poor communication and customer service. In my opinion you should stay clear of this company.
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-10-31
- Comments
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If you want slow internet to the point where you can not watch itv hub channel 4 or 5 and usually bbc then here’s your provider, I’m so annoyed with them I had no problems for four weeks and got a fast speed now it’s terrible and I just want to leave.
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2021-10-30
- Comments
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Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-23
- Comments
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Shell has been an appaling service.
WiFi barely working, many times we couldn't even load a YouTube video.
Hidden charge if you don't return router and to find the label I had to call the customer service because they don't provide any information to you.
Returned the router and we were still charged.
DO NOT GET THIS EVEN IF YOU SEE A GREAT DEAL.
If I could put 0 stars I would.
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-10-16
- Comments
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Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-10-16
- Comments
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I regret switching to Shell. Don't do it.
1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.
2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.
3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.
- Location
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- Location
- Dunfermline
- Reviewing
- Shell Energy
- Date
- 2021-10-15
- Comments
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Shocking service, been with them just over 3 months paid every bill, and I’ve been cut off today without warning and told to pay £57 for somthing I don’t u derstand! I put a complaint in and they closed it straight away, I’m writing this for bobbie as I’m her carer as she has learning disability and the customer service was below par, also they did not explain what the bill was for they were just down right rude! I questioned if it was even a scam it was that bad, but no the telephone numbers match up to this company, I may have to get redress through ofcom and look for another provider in the meantime, but this is a company to be avoided!!
- Location
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- Location
- Whitworth
- Reviewing
- Shell Energy
- Date
- 2021-10-15
- Comments
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I have had a living nightmare with Shell Energy.
I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.
When I called to make a complaint I was told I failed Security and they couldn't talk to me.
I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?
I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.
This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.
Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...
If you're one of them God help you!
Don't go near these if you have the choice.
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-10-14
- Comments
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Utter useless internet, worked fine for a week and now I’m only getting 7.5mb speed which is now fast enough for the tv to work, it will work during the day but after 6pm to 11pm tv will not work.
- 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
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-13
- Comments
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I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!
- Location
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- Location
- Yateley
- Reviewing
- Shell Energy
- Date
- 2021-10-12
- Comments
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After a very shaky start we now have excellent Broadband. This is down to the customer service team who eventually listened and acted. Can't fault the team for courtesy and efficiency.
- Location
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- Location
- dunfermline
- Reviewing
- Shell Energy
- Date
- 2021-10-07
- Comments
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if your looking for broadband do not go with shell,service is appalling and the customer service is even worse,biggest mistake i made!! speed is terrible constantly cuts off been a joke from day 1 tried to cancel within 14 days but they refused saying speed issues are my fault because of too many devices connected at 1 time??
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-07
- Comments
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Absolutely shocked to pay them £30 charge for not returning law quality router. I haven’t heard other providers do that !
Avoid them
- Location
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- Location
- cornwall
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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waiting to talk to somebody from customer service no one ans the phone am not going with tham looks like BT.
- Location
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- Location
- Dunnington York
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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Recently changed to Shellenergy Broadband from Now Broadband. Change driven by price. What a mistake. They are terrible. Constantly dropping off. Far less distance Range than Now. Hopeless Assistance.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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Nothing but issues since Post office switched us over to Shell. They have been slow to deal with any issues.
- Location
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2021-10-05
- Comments
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I will warn anybody thinking to get shell energy broadband as they are a ripp off, their service is very poor you will get nothing working and you won't be able to cancel it,even if it is faulty.they will charge you £110.41 for cancelling their service(an headache).never buy shell energy broadband
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2021-10-04
- Comments
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As all the other reviews, shocking. I was moved over from the post office and have received intermittent internet supply where it randomly turns off. I’ve tried a few times calling the helpline but I’ve been left on hold for over half an hour each time and given up. I tried emailing but they ignore those too. Just give copy and paste responses. They even tried to say they called me but they haven’t called me once. I’ve researched their service since and found they are a total shambles and have a huge string of angry customers that they just don’t care about. I think a few more of us need to go to OFCOM about them as it’s never going to improve.
- Location
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- Location
- Co Durham
- Reviewing
- Shell Energy
- Date
- 2021-10-04
- Comments
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Absolute joke of a company with incompetent customer service staff.
Been waiting 16days for my broadband to be fixed, two engineers sent out and diagnosed the same problem, being the router, shell still haven’t sent a new router.
God forbid you try and get in touch with the ‘technical team’ you’ll be on hold for most of the day and when you finally do get through, it’s like Groundhog Day explaining the same sh*t over and over, programmed robots!
It’s ok though my neighbour saved the day and has allowed me to share their broadband whilst the issue is ongoing, theirs is SKY by the way and it is amazing! How f’king embarrassing is that shell! That sky have had to bail you out for how bad you are! Pathetic!
#ofcom should strike them off as a supplier company, absolute joke!
- Location
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- Location
- Penarth
- Reviewing
- Shell Energy
- Date
- 2021-10-02
- Comments
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Truly awful service. Broadband keeps cutting off so unable to access on demand TV like iplayer, 4OD or netflix. Shows just keep cutting out half way through then have to start all over again. Have spent an hour waiting to talk to somebody from customer service only to be cut off immediately by rubbish representative "Hannah S". Now back in another queue to try and speak to someone again. Avoid at all costs! Terrible broadband.
- Location
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- Location
- Stratford on Avon
- Reviewing
- Shell Energy
- Date
- 2021-10-01
- Comments
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What a shambles. So I was suppsoed to be switched over on Tuesday from my old provider. By midnight no internet service. The phone line had switched to make calls only. After multiple inept customer services calls I got through to someone who actually knew what they were talking about. My switch has been put in a 'queue' with Openreach and the earliest I will be connected is 1 week later. Thanks Shell Energy, I'm without internet for over a week in a rural area with poor mobile coverage too. Steer clear everyone. They don't know what they're doing.
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-09-30
- Comments
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Utter rubbish...avoid this company for broadband at all costs. Absolute shambolic customer service..managers are as equally bad. 6 months I've been with this joke of a company and it's been terrible from day 1. Staff are ignorant and don't care once your in contract with them...never in my life have I experienced a company like this....STICK TO SELLING PETROL!!!
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2021-09-28
- Comments
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The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-25
- Comments
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I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
If I could give them a minus star review it would be minus ten!
- Location
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- Location
- Marlow
- Reviewing
- Shell Energy
- Date
- 2021-09-23
- Comments
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Same as for many others, the problem was/is with returning the router. Despite having returned it, got charged 35 for not returning it. Called customer service and now waiting for an email to which I can reply with my proof of postage. Pretty disgraceful!!
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2021-09-22
- Comments
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Got forcefully switched from Post Office when Shell bought them over.
Got cut off with no warning and have no indication of why.
They made zero attempts to get my monthly payment.
Terminating contract, my advice to others is to pay a little more if they want any kind of reliable service.
- Location
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- Location
- Telford
- Reviewing
- Shell Energy
- Date
- 2021-09-20
- Comments
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After being with the post office for 2 years and never having a single problem, Had to change provider and from day 1 it’s been an awful service. Rang to make a compliant they can’t even find my post code !!!
What company can’t even locate me by post code?
Can take my bloody money tho
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-20
- Comments
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It has been 20 days still no internet nor has the order even been confirmed.
I'm stuck in the middle, they won't cancel the contract nor set me up.
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2021-09-17
- Comments
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Okay until the end of the contract, if you decide to leave, Shell ask for the router back. Posted it. Nearly a month later they say they have not received and will charge £35. Tracking says delivered. Third party receives returned routers, clearly not recording which customer they have been returned from. Nearly half an hour so far trying to fix this. Ongoing. Best avoided.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-17
- Comments
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Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2021-09-15
- Comments
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The main issue that I had with Shell Broadband was after ending the contract. The router was returned but constantly got email reminders to return the router! Customer service was poor, therefore to ensure that I was not charged £35 for returning the router, I cancelled the direct debit. I was in credit by £6+ but decided rather lose that amount compared to £35!
- 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.