1,452 Customer Reviews over 37 pages
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2019-06-13
- Comments
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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?
- Location
-
- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-12-17
- Comments
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Absolute pants! Post Office was ok but Shell are next to useless. They cancelled our account because someone else made a mistake and we had to go for 5 days without. They apparently "sorted" it but still told us we cancelled. Now we get "fast broadband" at 8.8mbps... But hey £2 compensation eh? Woohoo!
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2021-02-27
- Comments
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Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service
- Location
-
- 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
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2019-12-11
- Comments
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Plugged in and worked straight away, excellent speed too. Impressed.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2019-12-06
- Comments
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Rubbish ...... been waiting since 4 November
Don’t use this procuder
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
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Very disgusted with this shell
Had them down 2 days ago and still no Internet well they won't be getting a penny off us waste a time anyone's better by far than these muppets
- Location
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- Location
- Derbyshire, England
- Reviewing
- Shell Energy
- Date
- 2020-10-01
- 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
- Location
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- Location
- devizes
- Reviewing
- Shell Energy
- Date
- 2020-01-10
- Comments
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will be changing asap, no support, keeps losing connection utter rubbish.
- Location
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- Location
- Devizes
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Once you join them that's it. Impossible to get through to customer service, probably poor service is why every day 'we are experiencing high volume calls'. No reply to email and online chat didn't work :{
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-04-19
- Comments
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Really bad customer service. At the moment I am in dispute with them. I can prove I have paid them - they say I haven't. I refuse to pay twice!!!
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2022-08-31
- Comments
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DO NOT TRANSFER TO THIS COMPANY!!
The most appalling broad band ever. Moved because jt was cheaper but couldn’t watch anything in catch up so then upgraded and still cant watch anything without it buffering. Please do not sign up it is absolutely awful. I am counting the months till i can go back to talk talk!
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2021-04-20
- Location
-
- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2018-10-06
- Comments
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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.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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As with the majority of reviews, this company is simply the worst I have ever come across. Two weeks after signing up, my internet failed. After hours of being on the line and being passed from one person to another. Anyhow, after the most inept service I cancelled my direct debit and went to BT. AVOID THIS COMPANY AT ALL COST.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-07-27
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2021-09-09
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-06-23
- Comments
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Been trying to close down Mum and Dads account as Mums in care and Dad lives with me now. The account is in Mums name so they needed proof that she was in care. I got the proof and sent it through email to shell, and not heard a thing back considering their generic email says “we will contact you within24/48 hours. That was 10 days ago. They are absolutely rubbish at replying and I’m worried that they will continue to send Dad bills although they’ve had plenty of warning as to his moving out date. Avoid shell energy at all costs
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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The department that sends out bills for broadband needs an urgent overhaul due to me receiving my last two bills AFTER the payment due date. Even though I paid the bills the following day after receiving them Shell has the cheek to send me letters telling me my broadband account is overdue. Today’s overdue letter is dated 2/7/22 today’s date is the 20/7/22. When I rang Customer Service to complain I was told it was due to the Post Office I disputed this and was advised that there is a problem. I’m sure I cannot be the only person affected.
- Location
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- Location
- Dewsbury
- Reviewing
- Shell Energy
- Date
- 2019-05-17
- Comments
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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.
- Location
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- Location
- Dewsbury
- Reviewing
- Shell Energy
- Date
- 2022-07-05
- Comments
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Awful broadband, intermittent connection via ethernet, no WiFi, staff are useless with an algorithm to follow that provides excuse after excuse with delay after delay to keep you long enough to mean Yr contracted in. Avoid avoid avoid
- Location
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- Location
- Didcot
- Reviewing
- Shell Energy
- Date
- 2022-03-24
- Comments
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I sign 18 months contract for 63mbps downloading speed and up to 19mbps uploading speed and i get 12mbps download and 1 mbps upload speed. Because i get over 5 times slower internet i was trying cancel this contract but they told me if i cancel i have to pay them cancelation fee - 310£... liers. I DO NOT RECOMEND TO ANYONE
- Location
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- Location
- Dinnington Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-02-04
- Comments
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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.
- Location
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- Location
- DN104JL
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Broadband keeps cutting out, also they wait until the 14 day cooling off period ends until they switch your broadband on, so you cant even test the service first. Just corrupt
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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Complete Garbage. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat now ex loyal energy customers. Of course I will now be ditching them as an energy customer. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some lunatic reason. Passive aggressive bunch of idiots arent they. Probably because i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these crooks push you around.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-11-18
- Comments
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New contract for my 90 year old mother who has dementia and severe memory issues. Broadband was installed for the sole purpose of setting up internal monitoring in her flat so family members could ensure she was safe and well. Decided on a Shell package with home phone and broadband as listed on the MSE website back in August 22. This has honestly been my worst decision ever and would strongly advise anyone NOT to go with Shell, especially as their "customer service" is absolutely diabolical. Ironically my problem lies with the phone line as the broadband has(so far) been working satisfactorily. From the point of activation the phone line ceased to operate. Outgoing calls cut out after entering 3 digits, incoming calls didn't ring on the handset. There then followed 3 months of infuriating and lengthy holds to Shell customer services plus a multitude of complaint emails with various agents suggesting frankly ridiculous solutions. All that was needed was to get an engineer out to the exchange/green cabinet and check the wiring. Two booked engineer visits went by with no one turning up. When I complained after the last no-show the agent decided to book a further appointment and classify my mother as a "vulnerable" customer. This engineer actually turned up, called me from the now working land line and advised that the wiring in the cabinet was not connected to my mother's landline. This 5 minute fix took three months to happen. Case closed but no apology or credit for lack of landline. However, have now received bill for two engineer call outs at £60 each, one of which was a no-show. Don't think we'll be paying these as problem was outside the home. Shell, stay well clear.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-02-27
- Comments
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They offer you 6 months free broadband as an existing energy customer, but it isnt free, they bill you for the first month at least out of your bank account, how on earth is that free? avoid these scammers
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Customer service team want find a new job. They don't listen to the customers. When asked for help you get past around there colleagues. Because they don't know what to you. With your query.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-05-05
- Comments
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I had to cancel due to the rising cost of living they have charged me £265 on top of my monthly payment l have refused to pay l am almost 70 years old in very poor health l don't eat most of the time as it's too expensive l need a power wheelchair due to serious walking and balance issues l can't even afford that...they didn't tell me about the social tariffs l am entitled to...don't ever take broadband out with shell or you will get treated the same the company is rubbish and very ignorant they don't answer your complaints it's disgusting harassing pensioners they have got a debt collector to harass me
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-09-06
- Location
-
- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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Ive had this broadband fo a few months now,and im not happy,i need to reset every day, it buffers and cuts off through watching anything. Do not think of having shell energy as a broadband
- Location
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- Location
- dorchester walk
- Reviewing
- Shell Energy
- Date
- 2017-11-12
- Comments
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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
- Location
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- Location
- Dordet
- Reviewing
- Shell Energy
- Date
- 2023-11-24
- Comments
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Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-08-08
- Comments
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It is difficult to imagine a more lamentable customer service than this company provides. On line, it is not even possible to state your issues as all potential avenues of engagement utilise inappropriate auto responses.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-11-19
- Comments
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Absolutely NO!
Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2020-05-18
- Comments
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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.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Immediately after migrating from PO to Shell, I lost the ability to receive calls, thats when the problems started, Unable to communicate, keep getting replies saying I am unrecognised though. Now migrated elsewhere but the problems still keep coming, it seems I am now required to return the router but where to? if anyone knows where these routers should be sent, please tell me. Money Claim On Line looks a decent bet to get back my sanity.
- Location
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- Location
- dorset
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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promised twice to write off early termination charges, then did the exact opposite. Paid up just to be shot of them.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.
- 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.