844 Customer Reviews over 22 pages
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
-
Having been a Post Office broadband customer for many years ( sometimes not so great either ) the transfer to Shell Energy has been awful, stressful at times and even with computer systems they still get information wrong - left hand and right hand lack communication!
First they had the amount on my acccount wrong after they took over account in December, my online account was never updated till April and even then the amount of credit carried over from my Post office account was still wrong and that was after numerous calls which took on average 40 mins to get through and another 30- 40 mins on the phone for them still to get it wrong or worse say it was sorted out when it was not. I sent them the last statement from the Post Office showing the full amount and asked for a deadlock letter - they finally acknowledged that I had been correct all along! I changed supplier and they last bill I got was correct and showed my account in credit but they have the cheek to charge me a fiver to end my contract less than a month early - the hours I spent on the phone are hours I will never get back!
I have asked them to confirm by email with me the final bill as they will still be due me money so we can agree if it is correct and they then sent an email asking me to return the Post Office router which is 10 years old at least that I had to pay the post office for as it was to replace an old non wireless one - they are welcome to this old dusty bit of equipment if they send a label to return it as they say if i dont return it they will charge £35 - how does that work?
Unprofessional company who i think have taken on too much work taking on extra customers from Post Office and I know of many others who are having/have had same lack of service & are changing/have changed suppliers.
The ratings here also ask for broadband speed and reliabilty - its only as good as the Open Reach exchange and ours is old as the hills! but we still pay almost the same for the service as someone in the town with fibre etc - very annoying.
- Location
-
- Location
- SE28
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
-
The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
- Location
-
- Location
- Froncysyllte
- Reviewing
- Shell Energy
- Date
- 2022-02-10
- Comments
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Unable to get WiFi coverage unless seated next to the router.
Internet is dropping on a daily basis and so without access at all.
Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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I have been with Shell B/Band for a couple of months since they took over from the Post Office B/Band and I HATE it!
It is slower than it was, I get “Loading” problems on YouTube - never did that before and whereas it was easy to login to the Post Office website I have had nothing but problems with this lot.
Tonight, in order to see my bill, I made SIX attempts.
Each time I was told that I had entered the wrong address or password.
As I cut and paste my details into the relevant boxes and eventually they work, the fault must be Shell Energy’s, not mine.
The moment I am free to leave this cursed company, I will.
Don’t go near this mob.
Stay well away.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-13
- Comments
-
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
-
- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Comments
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absolutely appalling WIFI, I've been with shell for 2 years and it feels like a prison sentence. I'm hopefully switching to another company next week or so which I'm relived about. The WIFI is like putting pineapple on pizza and it runs slower than a granny on the way to Tesco. The broadband has a mental breakdown when using more than 2 devices. DONT CHOOSE SHELL ENERGY!
- Location
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- Location
- Tickencote
- Reviewing
- Shell Energy
- Date
- 2018-06-28
- Comments
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Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.
Tried to contact with their customer service. After 2 hours on hold, been hanged out!
- Location
-
- Location
- Mytholmroyd
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
-
Absolutely terrible customer service that won't deal with complaints or agnolage/engage them.
- Location
-
- Location
- sutton in ashfield
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2020-04-19
- Comments
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Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
- Location
-
- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2019-12-31
- Comments
-
No customer service and no broadband service. I'm leaving!
Also, just called the cancellation line and they hung up on me straightaway.
This company is a SCAM.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-04-11
- Comments
-
I work 12 hour days so am rarely at home to use the internet, maybe stream Prime or Netflix for an hour or two a night, occasionally Zoom and WhatsApp. I have no other devices that connect and it’s currently a one person household. Changed to Shell and the internet is dreadful. The modem switches itself off multiple times a day losing connection. For example watching an hour show on Prime- usually the modem will restart 3 times. This isn’t buffering - it completely loses connection. I called Shell and they told me they’d book an engineer as there was a problem with the line and I might have a faulty modem. I got cut off at the end of the call, they didn’t book the engineer and I called back. The next person refused to book the engineer and told me the previous person hadn’t followed the protocol and that I needed to take steps to fix the modem myself. They declared the connection fixed, which it was not. They even had the cheek to tell me I was a high volume user and I needed to upgrade to a more expensive package! I then got a call the next day (which was a reply from the email I sent 5 days before) from someone who had not even had the decency to read my previous two calls with Shell, basically told me I was getting the service I was paying for and wouldn’t escalate this to management. Again tried to sell me a more expensive package! I advised I’ve never had a problem with either of my two previous providers with this speed- and asked again how on earth they can classify me as a high user of internet when I barely use it?
Anyway, they haven’t sorted any of this out. I can’t leave because it’s £6.50 a month for every month I cancel plus they charge a £15 disconnection fee when you leave, even at the end of the contract! Surprised it’s not illegal to be honest. Shell is outrageous- one word- AVOID!
- Location
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- Location
- Folkestone
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
-
We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
- Location
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- Location
- Walsall
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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Honestly - don't bother! I hardly ever leave bad reviews but Shell Energy Broadband are the worst. I'm meant to have fibre broadband but my speeds are always between 1-3MB. I asked them for help several times and they either told me that it was a problem in my area (it wasn't) or tried to charge me to get someone to come and look at it. I've finally cancelled and found a better provider. But despite being out of contract, they've still charged me £12 for the pleasure. Terrible.
- Location
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- Location
- Shropshire Uk
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Absolutely shocking service!! Please read the reviews on this broadband company before you make the mistake me and many others have made!! My contract started 3 months ago and I don’t even have router at my address. The have sent me 3 routers (2 to the wrong address and the 3 one is the wrong router) after countless hours and I mean COUNTLESS HOURS on hold and talking to customer service advisers they have yet to provide me with a service yet take £25 a month out of my account. I have threatened to contact trading standards and there response is ‘sorry to hear that’. I am told it’s impossible to cancel the policy without paying the full £280 contract.
TAKE MY ADVICE AND AND GO WITH BT OR SKY FOR AN EXTRA £2 A MONTH!!
Poor poor poor service. Should he embarrassed of themselves
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Transferred from post office and moved home.they offered new contract which i accepted.
When engineers visited,they could not connected to my existing cable and wanted to make more holes on front windows which i did not allow and they left
Upon calling shell,i was confirmed that contract will cancel itself in couple of days.
I called them up today and they want me to pay £350 cancellation charges.
Note: cooling off period has ended 7 days before they sent engineers and we customers have not right if thier engineers fail to carry out thier jobs properly
I am devasated and can not pay £ 350 for the service they never provided.
Please advise
- Location
-
- Location
- PE7
- Reviewing
- Shell Energy
- Date
- 2020-11-11
- Comments
-
Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money.
- 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
-
- Location
- uk
- Reviewing
- Shell Energy
- Date
- 2021-12-13
- Comments
-
worst internet i have ever had DO NOT GO WITH THEM please save your money and you time cause you will be on chat with them every week or resetting your router every day just to get the speeds you pay for there customer service is horried they lie to you and offer help that they end up charging 100s for. the worst internet service i have ever had
- Location
-
- Location
- Basildon
- Reviewing
- Shell Energy
- Date
- 2018-12-20
- Location
-
- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2020-01-20
- Comments
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This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap.
- Location
-
- Location
- dunfermline
- Reviewing
- Shell Energy
- Date
- 2021-10-07
- Comments
-
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
- Stafford
- Reviewing
- Shell Energy
- Date
- 2021-08-27
- Comments
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Constant ‘drop outs’ and then the most useless Customer Service
- Location
-
- Location
- bishop auckland
- Reviewing
- Shell Energy
- Date
- 2021-08-13
- Comments
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Anyone looking to use these look elsewhere speed was awful kept saying it would get sorted and never did got fobbed off till the 3 weeks ran over so I had to pay the full contract off or baliffs were coming to the door never worked once it was that slow.
- Location
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- Location
- Herts
- Reviewing
- Shell Energy
- Date
- 2021-11-16
- Location
-
- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
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Absolutely terrible service,internet connection is off or drifting all the time,not fit for purpose,avoid this company like the plague,cannot wait for the contract to end,no such thing as customer service from them.shameful treatment to their customers and crap internet provision give them a wide berth.
- Location
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- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2020-11-29
- Comments
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Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell
- Location
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- Location
- Northern ireland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!
Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.
AVOID!!!!!!!!!
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
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Recently spent over an hour on a phone call to Shell Energy to let them know I was moving house. I was informed that I owed them £180!!! Cancellation charges apparently because I wasn’t transferring the internet to my partners house as he already has internet with Sky! I complained and got the charges reduced to £80. Read the small print and the “27” pages of terms and conditions folks! Better still find another internet provider. I certainly won’t be going back
- Location
-
- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2021-09-15
- Comments
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I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- Shell Energy
- Date
- 2021-03-31
- Comments
-
Just finished an 18 month contract with this useless Broadband supplier. I would not recommend it to anybody. Broadband speeds and downloads are appalling. Phone calls to their Customer service is a complete waste of time. Nothing is ever resolved. Accused of not connecting the router correctly and wanted to charge £65 for an engineer to visit. I had nothing but problems trying to remedy the slow speed and was paying for a service which wasn’t fit for purpose. Now using another provider and the improvement is staggering to what it was with Shell. I do not recommend this company and would advise people to avoid being ripped off and disappointed.
- Location
-
- Location
- Northwood
- Reviewing
- Shell Energy
- Date
- 2021-12-18
- Comments
-
Do not touch this company with a barge pole!!! I signed up with Shell Broadband on the Superfast package. The connection kept dropping and after complaining on numerous occasions they finally sent an engineer out for which they charged £65. In the end I got Ombudsman involved who then got Shell to send me a letter of apology. At one point they agreed to waive the engineer's call out fee of £65 but then they retracted their offer and debited my account with £65. Stay away from Shell broadband--rubbish broadband and even worse customer service!!!!
- Location
-
- Location
- Ayr
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
-
Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
- Location
-
- Location
- hounslow
- Reviewing
- Shell Energy
- Date
- 2021-03-10
- Comments
-
Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
-
Terrible service - a number of outages which made me decide to find another provider. Two months later I am still waiting for a refund from Shell despite numerous emails & chat. Their latest excuse not to refund me is that they are claiming I didn't return the hub, despite it being returned tracked. Useless "customer service". If I could leave ZERO STARS, I would. AVOID.
- Location
-
- Location
- Exeter
- Reviewing
- Shell Energy
- Date
- 2020-09-06
- Comments
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I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
- Location
-
- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2019-12-07
- Location
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- Location
- Cleeve North Somerset
- Reviewing
- Shell Energy
- Date
- 2020-09-10
- Comments
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It doesn't deserve even ONE star but there is no ZERO option available. Definitely the worst provider I've had. Wifi frequently fails. Zoom meetings are a nightmare as the broadband width (very low at the best of times) cuts out completely at least once every session! Email complaints are completely ignored. It is clear from all the reviews I've read that I will just be wasting my time if I make a telephone complaint. I feel I've been conned.
- Location
-
- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2018-09-26
- Comments
-
I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
- Location
-
- Location
- Widnes Cheshire
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
-
Very poor customers service.
Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
Beware of this company - was OK when run by Post Office.
If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!
- 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.