Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy Broadband.
How Shell Energy Broadband compares:
Weaker Satisfaction
Weaker Speed
Weaker Service
Weaker Reliability
Recent customer ratings for Shell Energy Broadband
Based on 1111409 customer ratings since October 2023August 2017()
Satisfaction
1.27 stars1.32 stars
Customer Service
1.36 stars1.34 stars
Speed
1.64 stars1.7 stars
Reliability
1.5 stars1.62 stars
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Read our Shell Energy Broadband buyers guide
Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
I’ll give them -5 if I could, worst internet company please if you can do not sign up, it’s so hard to leave.
Reviewer
Barry Oakley
Location
Stone
Date
01/07/2024
Ratings
Satisfaction
1.00 stars
Comments:
“Shell Energy Broadband”, originally owned by Post Office but now owned by Octopus Energy is an appalling company in terms of so-called customer service and needs reporting to OFCOM. I believe the Octopus broadband operation is in turn run for them by TalkTalk, another cowboy, fly-by-night outfit with a poor reputation and also owned by an asset management company.
“Shell Energy Broadband” is only contactable by an expensive landline number and it is impossible to speak immediately with a real person to query anything pertaining to bills.
Reviewer
Afia
Location
Denton
Date
30/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I had an engineer come out who insisted that he needed to fit yet another box despite 2 others being there, he started drilling and apologised that he'd not pointed that out before proceeding. He cracked and pushed in a brick trying to put the fitting on the outer wall and didn't point out what he'd done, he'd put a blob of glue on the brick to rectify it and left. Once I'd seen the damage, i rang through to Shell who proceeded to push me to claim against Outreach who are a sub contractor that they use, telling me i have to fill out a form and basically Shell had nothing to do with it. I have a contract with Shell so didn't expect this runaround being pushed to sort out the mess through an outside company they used. I rang through to Shell several times and despite the agents trying to help, it all endedup with me having to claim through Outreach. I ended up getting the damage sorted and left it there. Shell have disappointed hugely with this system that they have. I have bought into a service that they offered so therefore would've expected them to resolve this
Reviewer
Luna
Location
Portsmouth
Date
25/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Every second it off. I called several times with no solution still stopping every second
Reviewer
ShellHater
Location
Coventry
Date
24/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking internet, had it for 2 years and it cuts out 60% of the time and hardly even works, can’t even load a f*cking google page half the time even if it’s supposedly 70mbps, can’t handle more than 2 devices and has made using online services an absolute hell over the past 2 years, a retarded monkey with a potato could develop a more stable internet service than this shitty 1950’s broadband service, my mind does not fathom how we internet can be this substantially bad over half a century after humans landed on the moon, I am abysmally disappointed in the moronic clumps of cells, that produced this product, truly an anomaly to the human condition.
Reviewer
Sam B
Location
London
Date
19/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give them 0 stars if I could. I pay each month for terrible, slow bad internet. I can barely get any work done at home because of it. Their customer service is dismal, and they blame the customer for slow internet even though they are the company providing the broadband. DO NOT SIGN UP WITH SHELL - it is simply not worth it. Spend more money elsewhere. I cannot stress this enough. I didn't even know I had signed up for an 18 month contract as over the phone they said it was just 12 months. They do not make it easy to leave at all.
Reviewer
Libby
Location
Walton
Date
17/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved house told us the WiFi will be up on Friday reset the box nothing. Called them today and was told there was no engineer available for a month
Reviewer
Lauren
Location
Croydon
Date
13/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL I complained since they took over the line that I only had intermittent connection. It took them 11 months to give me a new router as the original was faulty. Complete waste of money. Can't wait to get out of my contract. Despite not providing me with internet as per contract they wanted to charge me over £200 to leave.
Reviewer
S Ferg
Location
Fife Scotland
Date
07/06/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Connection constantly falling!! Cannot wait to be out of contract period
Reviewer
Madeline Erwin
Location
Belfast
Date
04/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only had it in a month and speed is next to nothing,signal keeps cutting out and have reset box multiple times,had to end up cancelling service,stay away from this company don't deliver what they promise and when you sign up they don't tell you it's £10 for box
Reviewer
Omy
Location
London
Date
30/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Cuts off multiple times day and night
So angry at husband who switched to this awful company
I can’t work from home, we can’t watch anything on streaming services without being interrupted
Avoid at all costs
Utter CACK! We switched to Shell broadband 3 weeks ago and have no signal at all. They keep saying passing the blame on Open Reach saying it’s faulty infrastructure. Funny how everyone else and neighbours are getting broadband with their providers! Stop fleecing consumers and motorists with your sky-rocket prices and provide a decent service for a change!
Reviewer
PeterB
Location
Slough
Date
29/05/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband has been good but customer policies/service is very poor.
Reviewer
Rhi
Location
Wiltshire
Date
28/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was great to begin with, was cheap and you got what you paid for, but now it's so slow and in the evening I can hardly connect to it at all it just regularly drops out or has such low signal strength it won't work past my living room which is a small room. Tried to call to cancel so I could switch and was told they are transferring to talk talk so all accounts were locked and I can't leave until the transfer is done so call back in a week or 2. Disgusting.
Reviewer
Christie
Location
Nottinhamshire
Date
24/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
This is by far the best company I have had. I put in a complaint of single dropping on the 16th May. This problem was a problem with previous supplier also. They sent openreach the next morning. Turns out my line had been hit by lighting. 4 months I'd be complaint to talk talk before this with no answers. All my sockets and line changed that day. New router ordered also and arrived within 3 days. Calls to update me every step of the way. Also offered a refund I did not ask for. 6 day turn around and fastest speed iv had in months. Great customer services! Highly recommended!
Reviewer
Mike
Location
London
Date
17/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have to wait until the beginning of January to tell those cowboys to fluck off!
They make VM look top class.
Reviewer
Gemma
Location
Harlow
Date
15/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My service didn’t go live so I’ve never actually been a customer, despite sending another router which didn’t work. I spent almost a week on the phone to their useless customer service & I was told they’d waive their early cancellation fee. I returned the equipment but they’ve billed me £107.38. I cancelled within a week this is not legal. I’ve been a customer since f Octopus energy for years & I’m considering cancelling as they now own Shell.
Reviewer
P Reynolds
Location
Date
15/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking internet speed, after charging me £24 for over 6 months for speeds between 3-7MB I finally managed to cancelled the contract as not fit for purpose! Now Shell are sending me emails every month saying my account is in arrears and threatening to take action ..I am 76 years of age and this is taking its toll on me .. do not use this company if you can avoid.
Reviewer
Fozz
Location
Leeds
Date
04/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish, kept disconnecting. When we contacted them to report the problem they did nothing to help, have now switched to virgin. No problems at all l
Reviewer
Ann
Location
Leeds
Date
04/05/2024
Comments:
I had engineer come out on 26 April said problem at exchange rang them 4 times did not hear from them still waiting to be connected think I made a big big mistake joining them
Reviewer
Shona
Location
Hertfordshire
Date
03/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely shit company, long wait to get through, dreadful music and staff dont really care, company should be shut down, staff member I spoke too was abrupt and couldn't give a shit! AVOID THIS COMPANY
Reviewer
Robert
Location
Cornwall
Date
03/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
At the end of an 18 month contract during which the broadband had been sporadic at best we were offered a new deal at almost twice the price for a 33% reduction of service. When we went to swap, Shell kept cancelling our cancellation. Ultimately they cut us off despite us asking to remain on a rolling contract until the new provider kicked in. Ten days with no phone or internet. Had to pay £20 to get line reconnected and lost our phone number which we'd had for 20 years. My advice, look elsewhere.
Reviewer
Lesley
Location
Birmingham
Date
03/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor wifi, disconnects all the time for no apparent reason. Does not work with Hive. Cheap means exactly that, all I run is smart tv, laptop and Hive and Shell cannot manage it.
Reviewer
Renante Pangilinan
Location
Walton on thames
Date
30/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Iwill not recommend on my friends base on my experiences they said they commingbto connect our phone and internet im waiting for morethan 1month now and the bad side is my daughter have a exam soon my wife keep on emailing them but no one reply then they said comming on 29 and 30 of this month but apparently i been off bcoz they said will comming but untill now nothing happen they good to deduct the payment but interm of services i dont know what i gonna say if my daughter font have exam and they dont need internet for revision i dont mind to wait but this is not good. Seriously.
Reviewer
Patience
Location
Northampton
Date
29/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusted. Broadband speed was ok for location, but the router is a post it note that uses electricity.
And they charge you £50 if you don't send it back.
Rip off, bad customer service, don't do it.
Reviewer
I a
Location
Leeds
Date
28/04/2024
Comments:
For all the customers of shell ..please look at the OFCOM PAIGE it should say..shell energy fined £1.4MILLION for failing to flag end of contracts and best deals to phone and broadband customers. MY knowledge to this.. their should not be any payment made to shell as they ended their contract/company December 2023..and have broken important customer protection rules.
Reviewer
Sam d
Location
Hambleton
Date
27/04/2024
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely slow internet iPhone mobile internet on three is much faster can’t play online games at peak times or hardly ever can’t barely watch paramount plus where there router is right next to it on a Sunday , trying to stream something on Disney plus takes forever should of stayed with talk talk or sky internet not some energy company that’s got painfully slow internet haven’t contacted because it’s not me that pays but thought I’d leave a review to explain that’s it’s just like having dial up internet from the early 2000,s
Reviewer
krystyna gibson
Location
Buckinghamshire
Date
26/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rang last month to ask why my BB had gone up by £10,00 and would have to change supplier I am a pesioner and have to watch my pennies. Don't need BB for work only everyday things. Imagine my shock when my bill came in at £104.00 this month? rang customer Avoidance to complain and was tols they would investigate. I phoned them about 8.00am thi s morning went out shopping returned at 10.00 to an email sent at 8.35am to be told my complaint had been investigated and now closed. ???? it beggards belief that they can get away with this of course nI am switching.
Reviewer
Jeronimo da silva
Location
London
Date
25/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A banch of scammers, took money from someone's else bank account without my authorization. I had left the country and closed the account.
Reviewer
Simeon
Location
Aberdeen
Date
22/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Appalling in every way. Dishonest customer support told me that I could transfer the contract to another resident at the end of my fixed contract period. So I waited 6 months to initiate the process. Was then told that was not possible. I then requested to cancel multiple times. The customer service refused. Misdirected. Gaslighted. Overcharged. I'm finally free but no thanks to shell. I will never ever touch them again.
Reviewer
Paul
Location
Wirral
Date
22/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Unreliable broadband and customer services rude and unhelpful. Awful!
Reviewer
Ebou Dohna
Location
Burton on Trent
Date
18/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A terrible service provider. The Customer Service is bullshit/rubbish.
Reviewer
Marus
Location
Harrow
Date
18/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very good service, I would recommend to my partner as well
Reviewer
Anthony W
Location
North Wales
Date
18/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with shell since they took over from the post office, and they said dreadful I can no longer use my laptop as it constantly times out I can get an okay signal on my mobile but takes a while, I did hear octopus was taking over so I thought light at the end of tunnel I can use my laptop again that was until today when I find it's talk talk who will run the service, that's who runs it for shell, so sadly no change, so I will now certainly be looking for a decent provider asap....
Reviewer
Carol
Location
Bristol
Date
13/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always get disconnected from Roblox when using this WiFi it sucks
Reviewer
Elizabeth
Location
ML
Date
11/04/2024
Comments:
The worst broadband Shell energy I ever used, very slow and very poor inernet conection. The customer service is very poor and unprofessional.
I have been left without internet connection for over 2 weeks already, and they keep lying to me that they will send an engineer to sort out the issue, but no one came still. I've cut 3 days from work especially to make appointments with them to provide access to the property, but they never came. It was such a stressful time because I had to sit my online exams and I was beging them to sort this out, but they didn't really care about it.
This is so unfair on people!!! I wouldn't recomend this company to anyone!
Reviewer
Francis
Location
Greenock
Date
10/04/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I’ve been with shell energy since October. The speed is excellent and the wired connection is extremely reliable. But there is a big BUT the wireless connection is awful. Constantly just drops signal for no apparent reason as if you plug in to the router the broadband is working fine. It can be very frustrating. I appreciate it’s very cheap £21.99 but the wireless connection should really be much better than it is.
Reviewer
Roy
Location
Leicester
Date
09/04/2024
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Disappointed with Vodafone Broadband's False Promises and Lack of Customer Service
I recently received an enticing email from Vodafone Broadband, promising an upgrade to my broadband service at no extra cost, along with £100 in Amazon vouchers. Excited about the offer, I eagerly awaited a text to schedule an appointment, as stated in the email. However, over two months have passed, and I've yet to receive any communication regarding the upgrade or vouchers.
Frustrated by the lack of action, I reached out to Vodafone's customer service, only to be met with confusion. None of the representatives seemed to have any knowledge of the offer, and instead, they attempted to sell me a new contract without honoring the promised vouchers.
What's more disheartening is discovering that new customers are effortlessly offered the same £100 vouchers simply by switching online through comparison sites like uSwitch. It's evident that Vodafone values acquiring new customers over rewarding loyalty.
As a loyal customer who received a promising offer via email, it's incredibly disappointing to be left in the dark and denied the benefits promised. Vodafone's failure to deliver on their commitments and their lack of transparency regarding existing customer rewards have severely tarnished my perception of their broadband service.
In conclusion, Vodafone Broadband's false promises and poor handling of customer inquiries have left me thoroughly dissatisfied. As a loyal customer, I expected better treatment and transparency, but unfortunately, Vodafone has failed to deliver on both fronts.
Reviewer
Mags
Location
Coatbridge
Date
06/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Disgusting having left withbno internet forc6 days now and i am disabled and reky on wifi fir my door ringbell and cintact with family and friends.
Promised a new power-packed only for next day to be contacted saying i need new router and woukd be wirh me in 24hrs...still nothing.
Made complaintxas this is second time (1st time was an outside problem) and given £2.17 comp.
The company has also been sold without infirming customers to Octopus, who inturn use talk talk, neither provider would i ever choose.
Cannot get customer complaint who soeaks and understands english and constantly talk over you after being on the phone on 4 seperate occassions for well over 2hr.
Never use this awful company
Reviewer
Christina
Location
London
Date
04/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Two weeks ago around 1.00am internet stop!!!
Phone calls non stop customers service cut off twice. Then Today at 1.30am Once again internet cut off they want MONEY but they don’t deliver the service! Postoffice broadband was never as bad as this company. Who is my provider from Postoffice sold to Shell then to Octupus then in February to Talk Talk but was told by shell they will deliver the service. These companies should stick to oil if there’s any left because we want Internet NOT OIL!!!!
Reviewer
Seyed Ali Akbar Kheradnejad
Location
Shrewsbury
Date
27/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Over priced, Shell sided contact. Frequently boosting the fees. Worst ever!
Reviewer
Darren
Location
Needham market
Date
23/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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..
Reviewer
Deeders
Location
Bristol
Date
18/03/2024
Comments:
I’ve been with Shell since August 2023 (7 months) and had no complaints whatsoever until a month ago when my connection kept buffering, stalling, booting me out and not connecting. I rang customer service and she talked me through how to do a hard reset. It worked…….for 2 weeks and now it’s happening again. I rang them again and the guy explained that because I have a “commercial package” (no idea what that is!) when people in my vicinity are also using their broadband, it effectively makes my speed drop. I stated that seemed unfair as I’m paying £18 a month for a service, so why should other people’s use affect what I’M paying for. He went into all the tech talk which I kept telling him, I didn’t understand. He asked me if I wanted to upgrade to a faster speed to which I refused. He then said that he’d raised my speed from 7.5 whatever to 11.2 and that I shouldn’t have a further problems unless more people jumped on. Whatever he did, seemed to work….48 hrs, it’s happening again so watching tv has become a stressful event once again. Can’t wait for my contract to end
Reviewer
Trevor
Location
Tandragee
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Used to be good, signed up for 200 full fibre, was told I could have VoIP then sorry we don't. Speeds regularly under 100mbs and very unstable, drops off at least 3 to 4 time's per day absolutely horrendous
Reviewer
Anne Flanagan
Location
Cornwall
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moving my broadband to Shell was the worst mistake. Went with Shell after going through Uswitch who recommended them. Only went live yesterday. Connection keeps going down. I phoned tech support spent over a hour still could not get the internet on my tv.
Reviewer
Sarah
Location
Glasgow
Date
27/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.
Reviewer
Frenchie
Location
Swadlincote
Date
25/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I guess they are lucky that you can't actually give 0 on the rating scale.
Price is doubling from £25 to £50 this year. Not a great start.
Got the contract in August, roughly every 2 days connections dips. Unstable garbage for it's price. The download and upload speed is not what was promised. And the router is so bad that WIFI cannot even go to the second floor let alone struggles to get into the dining room ( which is the room after. ) Shell should still to their strength and carry on playing corporate monopoly greed with it's oil.
Reviewer
Hawrami
Location
Fulham
Date
24/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service has been incredibly disappointing, with consistently poor speeds that make even basic tasks frustratingly slow. It's frustrating to pay for a service that promises high-speed internet, only to receive unreliable and sluggish performance. This broadband connection has been nothing but a headache, causing more stress than convenience. I would not recommend it to anyone looking for reliable internet service.
Reviewer
Paul
Location
NOTTINGHAM
Date
22/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service constantly dropping out and no connection. Not receiving the service I pay for. Avoid Shell energy, do not even consider them an option.
Reviewer
Tyler
Location
London
Date
22/02/2024
Comments:
These 5 star reviews on trust pilot must be fake because since I started using Shell Energy for broadband it has been nothing but an absolute nightmare.
This is by far the worse broadband I have ever used:
- the speed isn't as advertised (it hovered consistently around 8mbps);
- the internet goes out intermittently throughout the day;
- it starts off as the 'cheapest' option but what they don't tell you is that they are allowed to increase the price mid-contract, so you can't keep paying the price you signed up for;
- recently the internet has been down for two full days and when the customer service team exhausted all the steps and still couldn't resolve the issue, they wanted to charge me £78/ hour to send an engineer to come fix what was essentially their problem. I was on call with Shell for over 2 hours -- I was passed from agent to agent and when one finally agreed to waive the engineer fee, I was then passed back to a different agent on the tech team who was rude, dismissive and patronizing and refused to arrange to send an engineer to inspect the router. This was the last straw for me and I ended up terminating the contract -- which Shell wanted to charge me a £80 termination fee for -- even though they weren't upholding their end of the bargain by providing internet that actually works.
What an absolute joke. I know it's cheap but save yourself the hassle down the line and avoid at all costs.
Reviewer
Kelly Anne
Location
Northern ireland
Date
21/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor connection phoned them mon week and they said they would do a reset, still as crap as ever. Regret signing up with them! Suppose to be fibrus top speed but I'm lucky if get any signal! I wish to opt out of my contract as I'm not getting what I paid for. Wish I read reviews before getting.
Reviewer
Emily
Location
Aberystwyth
Date
17/02/2024
Comments:
The absolute worst broadband I've ever had the misfortune of having to put up with. I cannot describe the amount of frustration it has caused. It constantly disconnects, turns itself off and just in general does not function as it should. I will never ever use their service again once this year contract is over, absolutely disgraceful. save yourself the haste and go with literally any other broadband provider other then shell.
Reviewer
Louise
Location
Cornwall
Date
11/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give zero I would… absolutely awful and I wish I’d stayed with my previous supplier. I made a complaint and asked them to call me after 4pm due to my job. 1.45pm phone rings and an overseas customer service representative rang to sort. I said I couldn’t talk but to please ring back when I finished work to be hung up on…..
What makes it worse, their ‘customer service’ (very wide use of the term!) is only open during office hours- what use to us is that when we work the same hours so sorting a broadband issue remotely is insane!
I have complained, sent emails phone calls…. Nothing so my next step is to contact the ombudsman so can get out of this contract and go with someone who knows what they’re doing
Reviewer
John
Location
Middlesbrough
Date
07/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed providers, due to start Feb 2nd, now the 7th, still waiting for phone line, broadband working but very poor, 88 year old mum with a lifeline pendant alarm service that does not work now so at risk.Customer services a joke, not interested, 2 hours on hold after initially speaking to someone so gave up, next time uninterested and unhelpful, blamed EE, blamed open reach, everyone but them. Why give a date when you can't port a number. Temporary phone number was offered but nothing.
Reviewer
Hans Jones
Location
NEWTOWN
Date
07/02/2024
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Poor is the word. In this day and age the service should be excellent with no need for lengthy problem solving, interference ? use wired connection? and so on. Automatic changeover from PO broadband such a shame.
Reviewer
Nicol
Location
Chesterfield
Date
06/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgusting customer service rang them over 10 times to fix a problem they had caused,
Every Time a new agent was passed on to me they came up with a new way to screw me over and said the agent before them hadn't written it down to what the discussion was before, they have charged me triple my plan, THEN Forced me to pay £190 for the direct debt they messed up and even admitted too! they've owed me £40 i have an email proving they would add it to my account 3 months later still nothing done about it but more excuses, the last straw for them was when i was contacted by a payments department agent and she even admitted that sometimes they dont know what they doing and that the company isnt perfect. Great member of staff you have there shell. But i think they need more training. Customer service is so shocking
AVOID AT ALL COSTS!!
Reviewer
Martin
Location
PLYMOUTH
Date
03/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
The service is terrible 6 months reporting problems with the Internet dipping in and out .had to pay extra for data with my phone provider .No Internet from yesterday engineering not coming until Tuesday. Decided to leave this sham of a company been told i will have to pay an early termination fee .How are they allowed to get away with this .like others i wish i read the review .Don't choose this company going cheap isnt good when you have no service .
Reviewer
S verde
Location
Hertfordshire
Date
02/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just awful, the internet keeps dropping and it takes forever to come back online. I have to keep resetting my router! I will never use this internet provider again!
Reviewer
Stu
Location
Essex
Date
30/01/2024
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I started using Shell Broadband in 2023. It didn't start well with poor router equipment, but they did rectify this by sending a couple of router extenders. We moved home early 2024 and I had several discussions with them early December about the move and the importance of it being live by mid-January. I was assured multiple times it would be done. This didn't happen. Several phone calls, emails and personal expense to bridge the gap later we seemed to be getting somewhere with a new date of 1st Feb for activation. I get a call on January 30th to say that they wouldn't be able to provide broadband to my property AT ALL and thus had to cancel the order entirely. Leaving me with no broadband already for 2 weeks, and probably another 2 weeks to activate with someone else. Absolutely diabolical service no matter which department you ended up speaking to. Steer clear.
Reviewer
Peter Cawood
Location
Heysham lancs
Date
17/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been with shell,for several years.
Each year there is a price rise, which is ok.
However to stay with them you need to call them,this is just ridiculous as everything else is done online.
Even though they claim to have rang you on both home and mobile phones,also emailed us.
Complete lies.
This year, was fed up,changed for a better deal without a landline, suggest you do the same.
Reviewer
New customer
Location
Watford
Date
16/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The first bill will charge you for when your fibre connection is installed which is not clearly explained.
This mean my first bill charged for an extra 18 days before the fibre connection went live.
You will have to waste a lot of time challenging this practice to get a refund for hidden costs
In hindsight, it's better to pay more for a more reputable supplier
Reviewer
Chapman
Location
Jarrow
Date
15/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible! Connection is appalling, watching Netflix and half way through film, Connection cuts out. Worst ever!!!
Reviewer
Nik
Location
Cheltenham
Date
13/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly never had worse connection that with this so called broadband, I had better internet connection 15 years ago when I lived in the countryside and the local travellers had stolen the copper phone lines. Don’t even bother signing up, you will barely be able to watch a YouTube video.
Reviewer
Abbie Hunter
Location
Essex
Date
11/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In my first property there were connection issues, they wanted me to pay for the engineer to come out I said no but the charged me anyway.
Then I moved house and gave them the 1 month notice as they asked for, for them to cancel my order two days before I moved, and ask me to wait another 3 weeks for installation. A colleague of mine is having issues with them too and they just don't own up to their mistakes. Worst company I've had to deal with.
0/10 do not recommend.
Reviewer
A frustrated Bob
Location
Leeds
Date
10/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been trying to close an account for an elderly relative and I can honestly say Shell is THE worst company at providing customer support. I have been fobbed off, transfered between teams scattered across the globe at various call centers. The final straw was having the phone put down on me by Bori a customer complaints team member apparently in their Bosnian call center, after being told to 'Get to the point'. Do yourself a favour avoid this shower. Makes me glad I'm with Plusnet - always polite, effective and timely in resolving issues unlike Shell!
Reviewer
Julie G
Location
Staffordshire
Date
10/01/2024
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolical!! It's Awful wished we had never changed provider. 2.09 mbps this morning! My recommendation is do not use Shell as a broadband provider, you'll be wasting your money.
Reviewer
Helen
Location
Blackpool
Date
09/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter garbage, the signal is too weak to do anything with, it packed up altogether and it took them 6 weeks to get us back up and running, unable to work from home due to their rubbish WiFi, customer service is a joke
Reviewer
sarah
Location
ebbw vale
Date
08/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely shocking i changed to come with this company no service at all no wifi or anything shocking customer service then they told me I had to go at least 1 month with no service if i was lucky i would highly recommend that you stay away
Reviewer
Stephen Mount
Location
WIRRAL
Date
06/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
From day one we had problems. The router would drop connections meaning we had to restart it. I complained and they said they would adjust the settings. Now 5 months later it's still the same I am cancelling the contract and they are threatening big termination fees and one of the people I spoke to said they would block me from signing up to another provider. Thank god they are no longer available save another person getting ripped off
Reviewer
Anonymous
Location
Barwell
Date
05/01/2024
Comments:
Worst broadband going. Received the box, engineer came out and checked the line. Box didn't work. Contacted shell and had them put the phone down on us 7 times. Finally got through, box was wrong one for the package so new box sent out. Box came and its exactly the same one, still doesn't work. Wouldn't recommend to my worst enemy
Reviewer
James
Location
East Midlands
Date
04/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Quite genuinely the worst company I have ever had the dissatisfaction of dealing with. I don’t even know where to begin.
Firstly, due to their absolutely dreadful customer service, I am coming up on a month with no internet. I would normally say that if they are busy over the Xmas holidays then fair enough, but no, that is not even where the problems begin. On multiple occasions I have been outright lied to by call centre agents about things that Openreach have been saying on our account to them and also about when they will send out an engineer.
They first (around the 8th of Dec) told me that they would send an engineer out to our house to connect the router up and go to the box nearby and connect us up, few days go by, still no internet, we call them and they tell us that “extended work needing doing on the box and they’d get back in contact with us to set up a day for the engineer to come do the work” not sure what that means (I’m of the opinion this was total rubbish and no one came near our house), but ok.
A week or so goes by, still no internet. We contact them again, they throw out a day that someone would come by, that day comes and goes no engineer. We go back and forth over the next few days, they eventually said the 28th someone can definitely come out, can you guess what happens next?
So come to a few days ago (start of Jan) they say once again that they’ll get someone out, and on the day of, it gets to about 4pm and I call them to confirm they’ll definitely be coming, the guy says “yes I’ll call Openreach now and confirm your appointment” at which he puts me on hold for 7 minutes, then comes back and says “yep Openrach will definitely have someone out to you by 6pm”. Shocker, 6pm rolls by and nothing so I call again and the agent I spoke to down right lies to me and says “Openreach left a note on your account at 10am this morning saying they couldn’t make your appointment and requested to rebook”. Despite the fact that supposedly someone from Openreach confirmed they would be there a full 6 HOURS after they said they wouldn’t be. So either the initial guy lied and never actually called Openreach, or second guy lied just to cover their back and get me off the phone.
Sorry for the ramble but I am just so frustrated at how both Shell and Openreach have both given me the runaround and left me without internet for a month. Luckily neither of us work from home or really rely too much on WiFi at home, but even still this is unacceptable and if I don’t have internet by this coming week I will be forced to go elsewhere. Wouldn’t recommend it to my worst enemy.
Reviewer
Vincent
Location
Northampton
Date
04/01/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On 28TH Dec, I switched my broadband to shell energy Full fibre 200 broadband with an average download speed of 207Mbps. When checking the speed, I only get 60Mpbs - 95Mpbs speed only. With my previous provider, I got a minimum speed of 95Mpbs. On 29th Dec, I complained to customer service, and they told me, it will take three days. Today is the 8th day and there is no change. I complained again but they took no action. I am disappointed and do not recommend Shell Energy Broadband. It is a waste of money.
Reviewer
Mr. Jeffery
Location
Stanley, Perth
Date
02/01/2024
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Since starting with Shell we’ve had nothing but trouble. Signal cuts out constantly whilst using anything WiFi related. There’s been the occasional time when it’s worked well for a few days then it’s back to square one.
Makes you feel like not bothering to try and watch a film or series when it cuts out so many times.
Will not be staying with them.
Reviewer
Kathleen Kilpatrick
Location
Wishaw North Lanarkshire
Date
01/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am sorry I went with Shell Broadband I am never off the phone to them because my connection keeps dropping and its been like that from day one,I've told them I think there's a fault with the router but there not doing anything about it,I wish I had never left BT,and I definitely won't recommend yous.
Reviewer
Chris Gardner
Location
Wales
Date
31/12/2023
Comments:
No wonder this company was rated bottom on the Which Broadband consumer website.
I was a Shell Broadband customer up until April 23, when my contract ended.Ever since then Shell Broadband have still been charging me for not being a customer of theirs.I have proof of the date,when may contract ended.And to this date they are still in denial that contract ended,04/2023.I have reported them to Ofcom, and waiting for the outcome.
Reviewer
Malc Gregory
Location
Derby
Date
21/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give no stars for shell broadband I would .I have tried everything that they say over the last 18 months an nothing works.I am using my own data as I write this .beacuse no Internet .trying to get out of the contract is impossible but they do not provide a service. NEVER JOIN SHELL BROADBAND .You have been warned TERRIBLE
Reviewer
Red Scot
Location
Falkirk
Date
20/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
Reviewer
Don’t trust this company
Location
Cheshire
Date
17/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’d give minus stars!!
I’d give minus stars!!!
This company are scammers and a joke! I was originally with post office and then they automatically switched me over to shell energy! The first thing I will say is the internet never worked it was the worst internet I’ve ever had in my 30 years! Anyway it’s £25 per month so u get what u pay for really! I rang to change the direct debt details as I had changed banks, I was told this was done but it hasn’t been, therefore they charged me a direct debt return amount! I rang again and they told me that I owed money for a month on the account which was 3 times what I had normally been paying! I was happy to pay the monthly amount but they wanted £80 for September only I looked at bank statements and I was all up to date with payments and they were not having it, they said I was out of contract so I signed up again to a similar amount to what I had previously paid. 15 days later (just out of cooling period) they tryed to take the money from the old direct debt again (incompetent) I just told them I would cancel as the new contract hadn’t started yet and wasn’t due to be paid untill 20 days later, they said I would have to pay a cancellation fee, now this really f me off as it wasn’t my fault they didn’t change direct debt, wasn’t my fault they hadn’t contacted me to say my contract ended, and I didn’t even sign up with shell energy in the first place, now few weeks pass and they have sold my debt of £80 which should of only been £25 onto a debt collection agency! I then received threatening messages from shell energy by text by email by letters, so I paid the outstanding balance which was £200 (cancellation fee) I have no 3 months later received another email to say I haven’t sent the routed back to them and now owe them more money, I didn’t receive anything to send the routed back, after paying out money I shouldn’t of had to right before Christmas they are now changing me for the router aswell this company is a joke and can not do simple tasks or communicate with there customers leaving the customer out of pocket and distressed AVOID THIS COMPANY
Reviewer
Buckingham
Location
London
Date
15/12/2023
Comments:
Absolutely no stars cancelled contract after 2 days of hours on the phone being passed from one person to another router was returned via packaging sent by Shell 3 weeks ago and today they decided to take money from my account, I am now contacting the ombudsman this is beyond shoddy a company that haven't a clue what they are doing
Reviewer
Paulo
Location
Bracknell
Date
14/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
My broadband keeps flickering on a regular basis and the internet obviously fails, harming me on my work. I have made several videos of this, every time it happened.
Still, because I believe this issue can be sorted, I called them to move my existing broadband to a new home and I was told by Mr Loyd, that it can’t be done and I was given an increased price, for a new contract.
I was told that the present contract on this property will keep active but under a different name, I did NOT even give authorisation for this be made and I am the accountant holder!
Mr Loyd made me wait for a long time when I asked to speak to his supervisor, asking me what I wanted to talk to him about.
At the end I was also told he was not able to book a “call back” with his supervisor.
What a fantastic person Shell or now Octpus has working for them!
Customer service, ZERO!
I am not sure that anyone reads this real life and honest reviews, but it feels like companies do whatever they want with their customers and nobody defends them.
Reviewer
Liam
Location
Southend
Date
12/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've complained and been sent a new router and told there speeding up my connection. Non of this makes a difference it's just rubbish.
Reviewer
Illus
Location
Dulverton
Date
09/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Shell for about 9 months.
I had a fault at the cabinet a while back, I got hold of a lady at the support desk quickly. She found the fault and got Openreach to repair it.
Apart from this it works. Their portal is ok. The price is good.
Reviewer
Hannah
Location
West Midlands
Date
08/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful. If I could give zero I would. The worst internet I have ever had, having to use our phones data in the house, as with this internet you couldn’t possibly have Netflix on and use a phone at the same time!
DO NOT BUY!
Reviewer
Very disgruntled and unhappy
Location
Shropshire
Date
05/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful. No service. 'Not there problem'. No follow up. Unable to speak to anyone. never called back as disconnected every time.
AVOID them. cheap is not cheap when you have no service
Reviewer
Colin
Location
Nottd
Date
02/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
Reviewer
Noreen Butler
Location
RIPON
Date
29/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband ever. Changed from now tv, where I had no problems at all to shell, biggest mistake. Never had such a poor connection to broadband. EVER.. if you’re thinking of changing providers. DONT, choose SHELL
Reviewer
Chris
Location
UK
Date
28/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The absolute worst utilities supplier I have ever encountered. Appalling reliability and customer service. My internet drops out every single day and sometimes several times per day, and customer services told me that this was standard.
Reviewer
Hosh
Location
Wiltshire
Date
28/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DROPS OUT. SO MUCH. EVERY SINGLE DAY IT DISCONNECTS. I SEE "CONNECTED - NO INTERNET" AND "THIS NETWORK HAS NO ACCESS TO THE INTERNET" EVERY SINGLE DAY.
Reviewer
PutPutPut
Location
Scotland
Date
27/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had problems from day 1 with my devices not connecting to the router they provided (no issues with previous plusnet). Suspect a cheap router is used. Increased contract mid term. When cancelling, and despite being out of contract and moving to Fibre they still charged me a full month and added on charges for revoked loyality discount. If you get to their rententions team - they are an horrible bunch of expletives who will just hang up on you. Absolutely avoid Shell Energy Broadband. It might be cheap but it truly isn't worth. My new provider BT gave me a massive bill credit for not connecting me on time. That was without me asking for it. Go with a decent name. Plusnet or BT. Not this shower of con artist who are going to disappear from market soon.
Reviewer
Julian madgett
Location
Swanley uk
Date
27/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT
Reviewer
Mikey
Location
Bedfordshire
Date
25/11/2023
Comments:
Have had this superfast broadband for about 8 weeks. Worst broadband I've ever had. It may be superfast but obviously to a fast wrong turning as it never seems to reach us. Spent more time offline than on. I have managed to terminate my contract free of charge due them nit meeting their commitment. Be warned, this really isn't good broadband. Oh, and if you still decide to sign up, be prepared to wait a significant amount of time to get through to customer services
Reviewer
TheGiddo
Location
Dordet
Date
24/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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 ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
Reviewer
DK
Location
Mitcham, London
Date
24/11/2023
Comments:
My Shell broadband was supposed to go live on 07/11/23 but never did (everything was fine with the previous provider). After several complaints, Shell sent the engineer on 22/11/23. He confirmed that my brand new router sent by Shell was installed correctly and upgraded the master socket.
However, this did not help. The engineer found that the phone line did not function and the problem was on the Shell side. He requested escalation to the Senior Investigator Team with a follow-up by visiting the property.
The engineer submitted the report in my presence on 22/11/23 9am. However, after 3 full days, no-one has contacted me to book an appointment with the senior investigator team and I have been without internet for 17 days now.
DO NOT USE SHELL.
They have atrocious customer service, never call back, do not have adequate engineer staff and are not able (and interested) to fix their mess. I've also been already charged for their non-existent services.
Reviewer
Richard Budniak
Location
Carlisle
Date
23/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.
Reviewer
Owain
Location
Aberystwyth
Date
23/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.
Reviewer
Buckingham
Location
London
Date
22/11/2023
Comments:
Cannot possibly give any stars absolutely appalling, an engineer was supposed to come today to set up broadband we had an e,mail to confirm rang Shell
and was passed from pillar to post only to be told we have to install it ourselves so we tried to cancel but was told the contract started when we signed with them and would have to pay a high cancellation fee even though its not even live was on the phone for well over an hour so we are stuck into a 12 month contract and will have to pay someone to install it
Shocking really shocking behaviour
Reviewer
Joan Williams
Location
Bognor Regis
Date
21/11/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.
There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.
Reviewer
ozzie
Location
Fareham
Date
20/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
Reviewer
B Tan
Location
Dorset
Date
19/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Arobinson
Location
Gloucester
Date
17/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
The telephone service is also incredibly unprofessional and should be reviewed immediately.
Reviewer
Mimi
Location
Birmingham
Date
16/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid, Avoid and Avoid
I cancel my contract with shell broadband after a week.
I have been treated unfairly,
I had and engineer come to install the box on Wednesday 8th November 2023, I stated to the engineer that I did not want the box installed in my kitchen or bedroom, however he insisted on installing it in my bedroom, I felt at this point he was just after a quick easy job by doing this, I know it can be installed in my living room, as the previous company whom I had a contract with did it with no issue.
Having the box in my bedroom is causing me to loose sleep as I have a severe light sensitivity and to be able to sleep I have to have a pitch black room. I wasn't advised about the amount of lights coming fliking and the sound coming from the box. when I complained, for them to turn around to me and tell me to cover the lights which I found it very insensitive and unprofessional. I have been dealing with this for a week and I am now being passed back and fourth to different people in different departments and being told different things, is purely unprofessional from a customer perspective.
Furthermore,
We can only connect to the WiFi upstairs where the box is located, I cannot get signal downstairs which is redundant, as my children cannot use their computer for school work.
Therefore I cancel my contract with them and I have had all these issues in a space of my week, therefore
This company are legalised scammers and should be shut down.
Avoid at all costs.
Reviewer
AT
Location
Kent
Date
13/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service is shocking, from day 1 we had issues, constantly dropping and it works amazing if you only sit in the room the router is plugged in. I spend hours and hours on the phone with them, we got send 4 different models of routers as they clearly could not work out which one, we should be using. Open reach came to check twice and there was no issue on their line into the property and it still does not work. The customers services lines constantly cut you off and they do not call you back at all and you must go through the same process over and over. DO NOT USE THEM, it is not worth it, it might be a cheaper price but for the headache and drama just pay more, I have learnt my lesson. Finally won today and after weeks of just calling every day and complaining they have cancelled my contract and got a full refund back. If you have issues, just keep calling them and keep opening those complaints and don’t let them close them. There is a ‘The Communications Ombudsman’ if you can’t resolve with Shell go to them and raise a complaint with them.
Reviewer
Mathew
Location
London
Date
11/11/2023
Comments:
No stars.. as this is the worst broadband ever used and customer service is even worser as none of them are interested to solve your problem instead they transfer the call from one department to other and then just hang up.
Please I request no one should choose shell as you can see the below reviews.. it is really the worst service you will ever get.
Reviewer
Senthil Kumar
Location
Mickleover Derby Uk
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
Reviewer
Nigel
Location
Norwich
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
Reviewer
Alex
Location
Newcastle upon Tyne
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.
Reviewer
Livz
Location
North West
Date
08/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service level atrocious.
Only company using BT line that can't transfer a BT landline
Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
Cancelled with them
Reviewer
Wallis
Location
Skelmersdale
Date
05/11/2023
Comments:
By far the Worst broadband you will ever experience.
We where recommended to sign up for shell by Currys who are clearly getting a commission from this diabolical service.
Our broadband constantly goes in and out as your typing even though we where under the impression we had signed up for the top speed.
When we complained they told us that we needed an upgrade
Which involved the contract starting from the beginning again .
We now have a more expensive broadband than we had before that has only 5% of its reliability.
The upgrade made absolutely no difference .
This company are legalised scammers and should be shut down.
Avoid at all costs.
Reviewer
Zohaib
Location
Halifax
Date
04/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrible internet, WiFi crashes every 5 minutes and sometimes doesn't work for days definetly will be cancel. I have the internet for a few months now, and it's been the same horrible problem.
Reviewer
Amit
Location
Belfast
Date
02/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would request any one who want to buy broadband service to not to go for Shell Energy Broadband.They have very Pathetic service and they don't even bother to revert back to customer. I waited for 22 days and followed up with them for 6 days continuously but they were pathetic in their response and finally I had to cancel by contract.
Reviewer
Preet
Location
Walsall
Date
02/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointing
Reviewer
Graham
Location
Corsham
Date
01/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had read the reviews before signing up. Broadband is OK so far but we are unable to accepy incoming calls on the landline. The 8th agent spoken to promissed to arrange for incoming calls to be transfered to a mobile but this has not happened. Now told in will take 24 hours. I have tried to explain over and over again that are dealing with 80 year olds with medical issue and that a landlibe is essential. All I get is well that's the system. Asked to speak to a manager but again I will have to wait for 24 hours. Service simply not good enough.
Reviewer
Saadat H
Location
Birmingham
Date
30/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I got shell broadband last year just waiting for its 18 month to complete.
Speed is totally unreliable
Reviewer
Alex M
Location
London
Date
30/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Amongst the many poor Internet companies I've used over the past twenty years, Shell stands peerless.
Disgraceful service requiring hours of calls with new end product, poor speeds and coverage, now requesting a £250 cancellation fee as they are unable to provide their product.
Avoid at all costs.
Reviewer
Liz Tully
Location
Edinburgh
Date
29/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Got a new router and asked to send old one back in package that came with the new router. No package. Emailed customer service and got no reply. Now they have charged me for non return. Disgusting company can't wait for my contract to end.
Reviewer
andy
Location
brigg
Date
27/10/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
THIS is broadband? Didn't expect much but still disappointed
Reviewer
tania
Location
London
Date
25/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
inafective customer service, had to complain two times after 6 months of closing the account as they harassed me for a not existing credit. confirming that they deleted the credit, after a month they texted me again about the credit. UNACEPTABLE. TIMEWASTING. INAFFECTIVE.
Reviewer
Steve reay
Location
Cullercoats
Date
24/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose
Reviewer
Tim
Location
Shrewsbury
Date
22/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Wi-Fi frequently and persistently drops out, no customer support at weekends
Reviewer
Helen
Location
Blackpool
Date
22/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband provider ever, constantly dropping the signal, been without WIFI for weeks due to 3 routers packing up, long delays waiting for BT to come out to check their equipment when it's clear to anyone apart from shell that the problem is theirs, cant wait to change providers, absolute garbage
Reviewer
Chris
Location
Wirral
Date
18/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I work from home and the internet drops out constantly several times per hour. The bandwidth also isn't good enough to stream a video in 360 for more than ten mins. I feel like I am back on dial up in the dark ages!
Reviewer
M.Simpson
Location
Liverpool
Date
17/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an awful company,switched provider to BT and still being charged by Shell even though they know they are not providing a service, typical oil company should never have been allowed into the telecomms sector or any sector for that matter they have done enough damage to the planet, crash and burn suckers!
Reviewer
Mr Morris
Location
Cheshire UK
Date
15/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
All I can say is we;ve been counting the months until we can go with another ISP. For a multi-billion pound company, the functionality of the website is deplorable. I can't ever view my bills, important links on the website don't function. It's actually shocking how bad Shell are as an ISP.
Reviewer
John Duxbury
Location
Selby
Date
13/10/2023
Comments:
No Stars at all for anything. The worst broadband provider I have ever had. Regularly loosing signal whilst watching vids online on my TV, resulting in my computer dropping the connection. Shockingly bad service and for the last 15months it just was not worth phoning them and expecting them to improve. When the contract finished they tried to bill me for the final month even though I paid in advance. Cannot even do basic accounting.
Reviewer
Daniel
Location
Kent
Date
10/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!!
Reviewer
R
Location
London
Date
10/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
so far a very good service all round
Reviewer
Hannah Dixon
Location
Scarborough
Date
01/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor. The WiFi cuts out all the time. No good for even basic use, I'm frequently using my data, let alone my son's gaming. He's given up trying to play online.
Reviewer
Mark kavanagh
Location
Birkenhead
Date
30/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I've had it 3 days and it's dropped 4 times. Gonna read the cancellation policy, it's ruined my Ryder cup
Reviewer
Diane
Location
Norwich
Date
28/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!
Reviewer
Claudia
Location
Edgware
Date
26/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It’s good for nothing. I just want to leave them
Reviewer
Keira
Location
Aldershot
Date
23/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service, it has been several weeks of waiting for installation then the engineer turned up and said it was up and running but broadband never worked. They sent another engineer who stated the line was never active and has never worked, plus he cannot fix it. We still do not have broadband as it is constant to and fro with them
Reviewer
Kay
Location
Leeds
Date
22/09/2023
Comments:
I was with Shell Energy broadband and switched from them to a new service provider because I was not happy with their service. They continued to charge me after I had switched and when I questioned this they told me that my new service provider did not tell them of my switch so it was their fault and that they were totally responsible for the sum I had incurred. However, having spoken to my new service provider they told me that as I had switched from a copper line to full fibre they would not have told shell as it would not be the same line. Meanwhile, Shell customer service stuck to their guns and told me basically that I must pay the bill. They were unsympathetic, and absolutely just wanted their money regardless of the fact that I had not been using their service for over a month. My new service provider was ever so kind and due to the way I was treated by Shell broadband offered me a discount on my next bill in kind which they were not even obliged to do. I am thankful for good-hearted people. That's what we need more of in the world.
Reviewer
Matt
Location
Newcastle
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.
Reviewer
Anne
Location
Cheshire
Date
20/09/2023
Comments:
The customer service is appauling,broadband unreliable was so bad had to cancel the contract within a month.Awful experience.
I was hoping to safe some money from Sky but huge mistake.
Reviewer
susan williams
Location
Clowne, Chesterfield
Date
18/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits
Reviewer
James Wilson
Location
Glasgow
Date
17/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE THIS COMPANY
An absolute joke when it comes to customer service,
My Broadband was ment to go live on 4th Sept,
4 days later nothing !
Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live
Agent asked me to unscrew faceplate at wall and try and connect inside,
Never heard anything like this ever,
Then told an engineer would call a few days later but he never showed up,
When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,
Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,
Something told me he was at it,
Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,
When I threatened to cancel they assured me I’d get router within 48hrs which I did,
Again it didn’t work, closer inspection it was another refurbished one,
Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,
I’ve had no service from day 1 and very poor customer service,
At that point I said I would be paying nothing and proceeded to cancel DD,
This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,
Worse two weeks of my life ever.
Reviewer
Kevin
Location
matlock
Date
12/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not recommend shell energy broadband and phone to anyone , Had no problem at all with the Post Office. but when Shell took over they cut me off and sent a engineer out to check my router and said that I wanted a new one when in actual fact it still worked as I tried it before sending it back They told me that I could upgrade to superfast fibre and the contract would last 18 months at a cost of around £29 but every time I receive a a paper bill it has gone up and the last one that I got was £44 , I spent 1 hour 45 minutes on the phone just to hear music playing so I hung up after getting an head ache the day after I hung up after 30 minutes.I received a letter telling me that a charge of £2.25 for a paper bill it stated that the charge would be taken on the 11 of September if I did not contact them by the 30th of august I received the letter on the 11th of September.funny how when you need to contact Shell for joining it is dead easy to get in touch with them but try getting in touch with a problem and see what happens I am considering just cancelling my direct debit payments because it seems to me that the contract is not worth the paper its wrote on , I cannot even get through by using the computer they are a dreadful outfit .
Reviewer
Matt
Location
Leighton Buzzard
Date
11/09/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was put on Shell Energy after Postoffice gave up their broadband services. I've never had any issues
Reviewer
Michael
Location
Pontypridd
Date
07/09/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Painfully slow at times. Not very reliable either. If I knew then what I know now I would probably give my business to another company. I do not get the promised speeds most of the time. They are cheap though.
Reviewer
Thomas
Location
Bristol
Date
07/09/2023
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Transferred from Post Office broadband. After being a customer for over 10 years.
My review of Shelly Energy Broadband:
Overall good value & service.
Great internet speeds
Customer service times, does need some improvements. I've found the best way to contact them is through the "live chat" on the website.
Internet has gone down a couple times, however customer services are good at tying to find the issue.
They are one of the only broadband providers that still don't require you to have a direct debit with them.
So bills can be paid in person at the post office.
Or through there website.
Reviewer
Jess
Location
Bradford
Date
06/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hadn’t even got to the installation stage! Booked onto Shell Energy Broadband after buying our tv through Curry’s & also needing broadband to move into our new house, we booked this on the 15th, they processed our order on the 16th/17th, we were blissfully unaware of the rest to unfold…we weren’t sent any communications so I called them, I was told there were delays with openreach (no actual given reason) but our go live date was still going ahead. Go live date was the 1st of September 2023 it got to this date & by this point, we had not received our router in the post or had any contact from Shell. I waited the 8am-8pm & still no sign of anything, after numerous calls & excuses, our router wasn’t even sent out, so I’m not sure they even had the intention of a go live date being kept. After having waited 3 and a half weeks altogether with the promise to go live, I’ve had to cancel, I’ve also used up all my phone data having to work from home, and now I’m waiting another 2 weeks for another service provider, thanks for nothing Shell.
Reviewer
Jon Sedge
Location
Kendal
Date
05/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would like to initiate a class action against Shell Energy for failure to provide the service I signed up for. Please anyone that wants to join email me at healthsystemsuk at yahoo dot com.
Reviewer
Michael collins
Location
St. Neots
Date
04/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
What a load of rubbish if I could I'd give them minus 5
Reviewer
John
Location
Belfast
Date
31/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute Scumbags .. Sent Router back from old Post Office Broadband .. Shell said they never received it even tho I sent it recorded Delivery. Tried to charge me another £35 , wouldn't listen to proof of receipt in email chat .. Now they have put me onto a debt collection agency and put a black mark on my credit report ...Can't get credit because of these Fucking Balloons .. Shell You can kiss
Reviewer
MB
Location
Southampton
Date
31/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Far cheaper (initially) when I joined but I have been plagued by very slow broadband speeds (once recorded at 0.2Mbps) and signal drops. I'm now switching to Plusnet and Shell have cancelled my service one full day earlier than requested. Beyond dreadful.
Reviewer
David Twining-Harris
Location
Bristol
Date
29/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I should have checked the reviews before signing up to Shell! I've suffered from repeated outages sometimes up to four hours. I'm now considering leaving and cancelling my direct debit so that Shell can't try taking cancellation fees. I do not understand how they can levy such charges when they've failed to fulfil a contract.
They'll probably try threatening me with loss of credit rating credibility but at the age of 83 that's hardly going to be of concern!
Has anyone considered taking class action against Shell? There appears to be a huge amount of dissatisfied customers!
Reviewer
Martin
Location
Derby
Date
29/08/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Fast and reliable wifi when it finally was set up, but faced weeks and weeks of delays before this with poor communication and unkept promises from Shell. Moved house earlier this year and tried to stick with them but had similar issues where I was promised a 'go live' date that came and went with no wifi only to be told the order hadn't gone through. Waited a week to find out it was still no further and they could not give me a new date, so cut my losses and cancelled with them. No real apology from Shell and a constant sense that people I spoke to on the phone didn't really know what was going on and just wanted to give me a quick answer to get the call finished.
Reviewer
Cara
Location
Date
25/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely a joke don't recommend!!
The wifi was hardly working around my flat i wasn't able to get wifi in the bedroom. I decided to leave and they told me i would have to pay a fee even though my contract was ending with them theyve re-opened a new contract i left them thinking my contract was over as when i had my new wifi which was talk talk fibre alot easier and works perfectly fine around all my rooms they where also suppose to tell them i was leaving even ddo i did tell them i was leaving and now trying too charge me £122.00 even ddo I've left them for nearly a year now blydi ridiculous and if i dont pay there getting people to come out and collect it. I dont owe you any money ive sent the router back aswel to you total joke of a company
Reviewer
Lee
Location
Wales
Date
24/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Worst company I have ever had to deal with, from the very start when we couldn’t get internet for the first 10 days. To now 3 months on when I’m being charged for call-outs I didn’t ask for. Just trying to get this sorted and call out charge taken off my bill has taken so much time. Live chat is awaful and call centre is not much better. Do not go with them you will regret it like me.
Reviewer
Pierangelo
Location
Glasgow
Date
23/08/2023
Comments:
I have been with shell energy for 3 years and can honestly say it is the worst company I have ever delt with. After 2 years they cancelled my contract without my knowledge. I then found out that this resulted from my neighbour accidently putting my flat number which resulted in them terminating my contract. After opening a new contract I experienced a variety of different problems such as my bills being higher than what the contract states and my internet was running significantly slower. The customer service here is apauling. With all these issues arising every couple of weeks I was constantly on the phone with customer service, every person I spoke with told me something different and I was constantly being told to speak with different departments as no one knows what they are doing. They reopened several contract for me with out my permission and when I wanted to leave the company due to all the hasses and no revolment of any of these issues, they then told me I had to pay for the full termination fee because it was a new contract. As stated above I did not agree to cancel or reopen my contract several times and i now should have been in my original contract for 9 months meaning I should only need to pay for the remaining 9 months ( it is a 18 month contract). But shell energy is insisting I pay for the full 18 month termination fee. I would highly suggest that everyone stays away from this company as they are only looking to scam and make more money
Reviewer
Robert tolley
Location
Atherstone
Date
22/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish.
If you move to another room or sit outside your Internet connection is lost. Every time you switch your tv on it comes up no internet connection. This as to be the worst internet company on the market. Glad we are leaving soon.
Reviewer
Duncan
Location
Manchester
Date
20/08/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
There are some dreadful reviews here but I can only say it as I’ve found. After a couple of weeks of drop outs (which didn’t effect my broadband only my printer), they sent me a new router which was fine, I happened to mention I had a weak signal in my garage and they sent me two Deco Mesh units free of charge… I get 57 meg all over the house including the garage, all for £23.99/month, so overall I’m happy, I’m on a two year contract, I don’t think I’ll be paying the £45/month after the initial two years, I’ll be shopping around to see what’s on offer!
Reviewer
Chris
Location
Cambridgeshire
Date
19/08/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Moved over from BT and “go live” date was missed and was without internet for 14 days. Open reach did not complete work in time for go live date but Shell kept in contact, raised issue and compensated £8 a day for the issue. Dealt with very well.
Connection is excellent and being part of Open Reach network should mean same as other providers such as BT which I left. Currently getting faster more consistent connection than before.
Reviewer
Jupiter
Location
Lincolnshire
Date
19/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have to give 1 because zero isn't available. Predatory and terrible. Been on multiple open WiFi more secure and easier to cancel than your shite. Can't cancel without incurring hundreds of pounds because no humans answer the phone. Not emails.
For the record don't bother emailing me. I don't care for your pathetic attempts at damage control.
Reviewer
N/a
Location
N/a
Date
19/08/2023
Comments:
Charging after multiple attempts to cancel is predatory. Not paying sort it out
Reviewer
Diane Bryant
Location
Lowestoft
Date
16/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As a vulnerable disabled person who is very reliant on a reliable WiFi, Internet service I totally regret signing up with She'll Energy as it's extremely unreliable
Reviewer
Gerald
Location
Northern Ireland
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is beyond absurd the way this company have treated me. After dialogue with this company about renewing my contract I was assured on multiple occasions that the new rate was in place however they continue to charge me at my old rate hence the multiple staff members I have spoken with simply did not do their jobs as they assured me it was changed yet it has not after multiple assurances. What kind of company employs staff who are simply not doing their jobs and lying to customers? I will now seek legal advice in relation to consumer rights as this company is simply not providing what we have agreed upon in the terms of our agreement. Truly shocking in this day and age that a company treats a customer like this.
Reviewer
Yuchun
Location
Belfast
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst Internet do not get tied into a contract with this company
Reviewer
Joe
Location
Suffolk
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely crap! I was lured by a £95 amazon voucher. The speed is OKish but the router keeps disconnecting my devices and then has a fit itself. When I got the router out of the box I thought it was off wish.com, very cheap looking and apparently also in its operation. I am looking to move next year and am seriously thinking about 'buying" myself out of the contract early
Reviewer
Billy loudon
Location
St Andrews
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband
Worst customer service
Reviewer
Tristan
Location
London
Date
14/08/2023
Comments:
Utterly awful. Pathetic router which just can’t hold a signal or broadcast to anywhere other than the room it’s in. Far too expensive for the speed you actually get and useless in terms of customer service. Avoid
Reviewer
John redmond
Location
Buxton
Date
14/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had no problems until i decided to switch, my broadband suddenly developed a fault and was constantly going on and off, no help whatsoever from customer support, I would advise against using shell energy broadband awful service and poor speeds waste of money cowboy outfit!!!
Reviewer
Paul Butterworth
Location
Aspatria
Date
11/08/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
For me the issue with Shell Broadband is mainly their customer service. If will offer you no grace if you need to change contract and it will always be in their favour. They will charge you FOR EVERYTHING. Admin fees, routers, sending routers back. I consider them the easyjet of flying.
We'll get you there but you have to pay for extra if you want to sit inside the plane :))
Reviewer
Luis Navarro
Location
London NW1 8UB
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Contracted Shell broadband over a month ago for offer of £26.99. Engineer booked for 9th August 2023,between 8 as m and 1pm,they did not turn up, on phoning them the lame excuse that it had been cancelled by them and apologising for not informing me. Utterly Useless!!!!! WASTE OF TIME!!!!
Reviewer
uj
Location
camberley
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shell broadband kept on cancelling my order , because of them i was without broadband for 1months +....existing broadnand provider disabled their services in order for shell to switch ...and shell cancelled my order on the switch day....dodgy ...
Reviewer
Stephen
Location
Dorset
Date
08/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Nic
Location
Chesterfield
Date
08/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars I would. I'm currently managing a complaint for my 79 year old grandmother who accidentally cancelled her direct debit. We set it back up the same day and were assured there were no issues. We are now 7 weeks later. Multiple new contracts cancelled. Great stress for my grandmother. They've told her she needs a new landline and they'll get her old one back after only to be told this is not the case. A landline
she's had for 50 years. Customer service is shocking and the staff incompetent and unable to follow the most basic of requests. I will never go to this company or recommend them.
Reviewer
Jas
Location
Leamington Spa
Date
08/08/2023
Ratings
Speed
1.00 stars
Comments:
Had the misfortune of being sold Shell Broadband by Currys. I really wish I had trusted my instinct and walked away from this. I do NOT recommend the service to anyone. It was installed on 7th August and by 8th August I have cancelled. I have had to pay an early termination fee which I see as deplorable. The customer service was atrocious from the moment I made calls on the day of install. Avoid at all costs. It cost me £300 to terminate early and although it is painful - it is the right decision. Don’t touch this with a barge pole!
Reviewer
Derek
Location
Glasgow
Date
05/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Completely useless.
Broadband continually drops out for minutes at a time during the day making watching Netflix or streaming a painful experience. When it is working the speed is ok.
Have been without a working phone line since installation and the web chat and initial phone support are worse than useless.
Current waiting for an Openreach engineer to visit but no idea when as the complaints department haven’t got round to telling me if one has actually been booked or not.
The worst broadband service I’ve had in 15 years and 10 at this property. Bitterly regretting moving from my previous provider.
Reviewer
Rods
Location
Kent
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish. Keeps falling out. Their"award winning router" can't hold a signal for 5 minutes without it disconnecting. DO NOT BUY
Reviewer
David Hancock-Dexter
Location
Stoke-on-Trent
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
Signed up took up direct debit immediately.
No contact after 14 days.
So contacted and they said problem with previous provider could not connect.
They knew ti's 12 days before but did not contact me.
Awful
Reviewer
Matt
Location
Staffordshire
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Placed my order on the 3rd, order was cancelled by openreach on the 10th, she’ll failed to communicate this at all, even when I rang on the 10th. Advised I had to wait until after the 14 day cooling off for install (absolute rubbish as plusnet installed within 2 days of order)
Called on the 21st and was told my order was cancelled, no manager able to speak to you, no complaints dept takes in lunch calls. Useless company I wouldn’t recommend to my worst enemy DO NOT BUY FROM THEM!
Reviewer
Sophdv
Location
Newcastle
Date
01/08/2023
Comments:
DO NOT USE THIS COMPANY. Broadband is incredibly slow if it even connects at all. I've been awake today for half an hour and it has disconnected 5 times already. Customer service has hung up on me twice now. Live chat person refused to investigate the issue and said the problem is with the router and sent us our 3rd router this year! They will not admit that their service is not fit for purpose instead choosing to blame customers. None existant customer service and unusable broadband. Complaints get ignored. I'm looking at ways to get refunded and I've cancelled my direct debit. I will not pay the rest of the contract.
Reviewer
Debora
Location
Scarborough
Date
31/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered internet. “Installed “ on Friday, no service all weekend after many calls. Got an email on Monday saying we should have service. Still nothing. Called to cancel and will be charged £109 for absolutely nothing. Very irate!!! Don’t do it!
Reviewer
PB
Location
Ayrshire Scotland
Date
31/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TOOK ADVANTAGE OF A VULNERABLE MAN WITH LEARNING DIFFICULTIES !
Inhumane and unethical practices - customer didn’t understand his basic Sufi would be DOUBLED in price per month at his new address - and even when family intervened and sent medical evidence that he wasn’t capable of understanding - they refused to release him from 18mths of paying a monthly DD he couldn’t afford - for a service/speed he didn’t need - during a cost of living crisis!
A decision they will regret commercially and from a reputational perspective as it’s about to hit every newspaper and online review site in the U.K.!
Avoid like the plague - appalling !
Reviewer
Pete
Location
UK
Date
30/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute waste of money - used ti get 12/13 mbps now 4.5 if we're lucky. I'm cancelling my DD - will fight for early cancellation due to rubbish service
Reviewer
w.e.merritt
Location
Bognor Regis
Date
30/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
This as a company, must be the worst in the U.K. without a doubt.First I had to contact the Ombudsman about the overcharging on my account which took months to complete,then I started getting intermittent termination on my Broadband when I swapped from one site to another they admitted a fault but would not change my Router, after terminating this service they wanted extortionate costs I had to speak to a manager who agreed to waver costs as I had never received a proper service as long as I waited a monthevery day we have had to RE-SET our password to watch our t.v.we are both pensioners and I am totally disablled.
Reviewer
CleoT
Location
Northwest
Date
29/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.
Reviewer
Ranj
Location
Wolverhampton
Date
28/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst internet service I’ve ever had in my life, I’ve had to top up my phone to use the internet because they said there’s a problem with their equipment but they want me to pay £75 for someone to come out to sort it out, it’s not my problem if you don’t do your job properly because I’m just paying for the services, not to fix your equipment, I can’t wait until my contract is over.
Reviewer
Jo
Location
Devon
Date
27/07/2023
Comments:
Worst mistake i have made going with Shell. I stupidly didnt read the reviews. I went with them because they were cheap. After a week i had to upgrade so i could use my smart television and now my phone never stays connected to the internet when I am home!
Absolutely rubbish. DO NOT USE SHELL!!
Reviewer
Nareman abdulla
Location
Northampton
Date
26/07/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best
Reviewer
Austeja
Location
Norfolk
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with shell energy for over 2 years, started to work from home so internet for me was essential, however when I moved home I was disgusted by their service, switch was supposed to be in place on day 1 the next day nothing worked I called and they said wait another day, called again the next day as nothing worked. They told me that in 2 weeks openreach will have a look and they will let me know, 3 weeks after switch day, I've been told that they have to cancel my order and replace it with another the same one, which will take at least another 2 weeks. When I called to cancel they haven't even tried to apologise, they was just happy to cancel
Reviewer
Katy
Location
Preston
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have come across,unfriendly pass you from department to department,dont use this broadband provider
Reviewer
Trisha
Location
Nw10
Date
24/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Never ever ever move migrate or use shell broadband i am using capitals to over emphasise the fact do not use shell broadband...They are rude! Unhelpful nothing happens when you need help there is no complaints dept i repeat no complaint dept whatsover it is a disgrace!!! I apparently changed providers without doing so thereafter i have had no help no help no one can give you information about your case no one at shell cares about you they just want your money!!! Go elselwhere or let it be at your peril!!!
Reviewer
Hasan
Location
E97JR
Date
24/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If 0 I'm right 0 no
Reviewer
Michael Brownlow
Location
Kippax
Date
22/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A shocking service from a shambles of a company.
I took over my Mum’s finances when at 88 years of age she developed Alzheimer’s.
Shell Energy constantly fail to send invoices, always ring demanding money and their bills make no sense to me whatsoever when they do eventually arrive.
Can a bill of £47.00 a month be correct for someone who doesn’t use broadband?
My surprise is that this company is anything to do with Shell and are allowed to use the logo.
Absolutely appalling customer service….
Reviewer
Ashok
Location
PRESTON
Date
21/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the world slowest internet on the earth. Maybe they were trying for Oscar with there brand. My personal rating 0.00000000000001
Reviewer
Lisa Stanley
Location
Horsham
Date
19/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service, bills all wrong, not helpful when openreach issue occurs. Now I'm stuck in 18 month contract with them. I blame Currys for selling them to me!!
Reviewer
Adam
Location
Oldham
Date
18/07/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I've never done a review before but wish I'd believed these 1 star reviews prior. Shell energy has an unreliable internet connection, and I felt like I worked for them and not the other way around as they treated me like dirt, continually trying to find way to get more money out of me 3 months after I had left them.
Reviewer
Tracy
Location
Wakefiled
Date
16/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Mum whose in her 80s always being with the post office now these idiots have taking over, I pay her bills for her, but have to travel to post office because there's no way of paying over Internet unless she authorises for me to manage her account, tried setting up a direct debit from dad's account that I manage so I can authorise it, but they refused it so I'm still trailing around post offices to pay the dam bills, what does it matter if it comes out of mine, dad's or her own(which don't allow direct debits) as long as it gets paid, would be so much easier to pay over Internet, so not only am I using petrol, or using a stamp or having to pay over the phone, it's costing me, useless company
Reviewer
Jane
Location
Wilmslow
Date
14/07/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My service is more off , than on!! Very unreliable! I certainly wouldn’t recommend them. It would be impossible to work from home!
Reviewer
MICHAEL CHESWORTH
Location
MERSEYSIDE
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
SHOCKING ....IVE BEEN OVERCHARGED FOR A BROADBAND PACKAGE SINCE NOVEMBER 2022 AND DESPITE 4 ATTEMPTS TO RESOLVE THE MATTER IM STILL BEING OVERCHARGED IN JULY 2023... AVOID AVOID AVOID
Reviewer
Ashok
Location
PRESTON
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the biggest mistake my in my life is using shell energy broadband.worst customer service,lies,WiFi no working, oh my god I can't explain..
Reviewer
Shailesh
Location
Leamington spa
Date
10/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are very bad in service, font go for shell energy broadband. I have a very bad experiences as compare to others
Reviewer
Susan
Location
Ely
Date
10/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hasn't worked properly from the get go and it's hard to contact customer service as they give you the usual "go online and let the chatbots or help options see to your needs" rubbish. How can I go online when my internet isn't working? Basic logic fault.
Whether it's the router or exchange problems god alone knows as the Qube guy couldn't fix it.
I've had no reliable connection since I switched provider to Shell. Nearly 2 weeks now
I'm disabled and need a decent service to stay connected.
I wish I'd stayed with my previous provider now. At least when I had power cuts the router would reconnect automatically.
I'm frustrated and disgusted.
Reviewer
Wendy heath
Location
Worcester
Date
08/07/2023
Comments:
I write this review on behalf of mr b Hughes a neighbour who is 85 years of age whose telephone supplier was the post office this was transferred to shell until his line was cancelled by shell for no reason this resulted in mr Hughes having to change supplier since then mr Hughes has suffered harassment from this company over a router he never had he is of the age bracket where he would not know what to do with a router if he had one and would most certainly have returned it if that was the case i have contacted shell for him he has contacted shell again today (8/7/23) as he has again received a letter yesterday and another today he is really upset over all this unnecessary harassment I am concerned for him as he suffered a heart attack recently I ask you once again get your facts right and stop harrassing this person
Reviewer
Amy
Location
Stirling
Date
07/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Intermittent Service. Customer Service is hard to get a hold of - when you do, they are rude.
Reviewer
Kieran
Location
London
Date
04/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have ever experienced in my life. I would strongly advise you to steer clear of Shell Energy. We have been unable to use wifi for two months and I call about twice a week to follow up on my litany of complaints only to be told there is no issue. They refuse to let you talk to the complaints department and after a month of numerous phone calls they finally promised to send out an engineer. My two housemates and I waited at home for two days and no engineer arrived. We are being charged each month for a service they do not provide.
Reviewer
sylvia langan
Location
York
Date
03/07/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Demands for bills that have been paid and causing me at 76yrs old much stress. Issue now sorted and can only hope it is not repeated.
Reviewer
joan
Location
Durham
Date
02/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband continually tells you network slower than other companies and it’s true
But apart from that the Hub has singed/ marked my computer table as it must overheats .. Shells answer “ put in open space ??? Like where .. the back garden or suspend it from ceiling .. how ridiculous and unsafe this is and they now ignoring me !!!
Reviewer
Kimberley
Location
Lewes
Date
27/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish, rubbish coverage/ no internet received however they will try and charge you for month you've had no coverage, the internet is an apsolute joke, rip off
Reviewer
Keith
Location
Carmarthen
Date
26/06/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I reported a line fault and was informed by Shell that they had supplied the wrong router for the broadband package I was on and supplied a new one which didn't work !!
I reported that the NOT wall unit indicates a line fault only to be told to perform a series of tests on the router and wiring no avail.
Further phone calls with the telephone line disconnecting while being transferred to other technical departments!
Further calls to Shell and finally advised that a telephone service engineer would call same day at 3pm or following day between 10 - 12am.
No engineer arrived.
Further call complaining about this only to be told that no engineer's appointment had been made.
On the Saturday I was finally able to speak to someone in the UK who promised to get an engineer to attend on the following Monday.
To my surprise an Openreach engineer came on the morning and sorted the line fault out and confirmed that it was the line and not the router or wiring to the router at fault.
I cannot wait until I can change my broadband provider and hopefully not experience the problems with a very inefficient technical support Department like Shell.
Reviewer
C
Location
London
Date
23/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Deviously was with talk talk who have terrible customer service and also a few technical issues. Ever since I moved to shell energy the wifi keeps dropping out and line speeds are super slow, no where near the fibre I am paying for. Two openreach engineers have visited, the last one saying they cannot find a fault in the line and the issue must be the router, since shell rent the line from talk talk. Shell initially refused to send me a new router but after contacting them again they agreed. Now wait g for new router to see if it fixes the intermittent and very slow broadband.
Reviewer
Lin
Location
Devon
Date
23/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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
Reviewer
Cyril Dapo
Location
London
Date
21/06/2023
Ratings
Customer Service
2.00 stars
Reliability
2.00 stars
Comments:
Late payment of about one week which I actually paid in full but shell have already taken my name to the credit agency which now affect my credit rating status
Reviewer
Emma
Location
Dorset
Date
21/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible internet provider. Unreliable connection, cuts out multiple times a day. When speaking with customer services you are constantly told there appears to be no issue there end.
Absolutely useless.
Reviewer
Alan Driver
Location
Buckinghamshire
Date
21/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Cut off an 89 year olds phone line that was linked to his alarm - resulting in him being on a hard floor overnight for over 12 hours with no way if alerting anyone. The customer service is non existent and truly shocking! Even after speaking with various managers who endured it would be sorted and line in action asap, I call back and they deny all knowledge of any conversations-cowboy outfit through and through and absolutely no interest in helping no matter who you speak too! Please stay away from this company
Reviewer
Peter Walton
Location
LLandudno
Date
17/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill. Many phone calls where they had told me I hadn’t returned the router (I had) and several final bills which included charge for non return of router. I asked several times for correct bill and they eventually without warning referred me to collections agency. I called the agency immediately and they had the correct amount which I paid over the telephone immediately. Avoid this company Poor Broadband and extremely poor customer service.
Reviewer
M
Location
England
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A few months ago, I decided to get shell as it was one of the only suppliers at the time giving a fair price for providing gigabit speeds; however, I wish I hadn't. The internet connection is constantly dropping, can range from 2-3 times a day. A few months ago I complained and my issues were never resolved, no one had gotten back to me. They constantly lie and say that on their end everything looks fine, it's probably something to do with my devices. As I have thoroughly studied networking, I know for a fact the issue is coming from them. Additionally, their troubleshooting helplines know nothing about networking and when they claim they provide gigabit speeds, what they really mean is 300-600Mbps. I would advise against signing up to Shell broadband at all costs!
Reviewer
Hazel
Location
North west
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.
Reviewer
Katie
Location
Wigan
Date
13/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absloute shit show of a broaband always dropping out find it hard to get intouch with anyone avoid like the plaugue cant wait for my contract to end . Ontop of that you cant have your broadband come out on selected date of month so no good if get monthly pay either its alround a shit show company what doesnt care about its costumers and dont deliever a good internet service
Reviewer
Miko
Location
Yorkshire
Date
08/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.
Reviewer
Richie
Location
Brighton
Date
08/06/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
So far great! OpenReach installed the fibre from the pole outside. Guy did a very neat job. I managed to connect my google nest directly to the fibre termination box. Speed is between 850 and 901. No complaints at all! Half the price of virgin.
Reviewer
Diane
Location
Nottingham
Date
08/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Possibly the worst service provider I have ever had to communicate with.
Upgraded with Shell broadband as I couldn't access the internet with the previous shell wifi. Was told that on the 31st of May I would receive a wifi box. It is now the 8th June and I have had no correspondence or wifi boxes, despite still being charged.
Spoke with 4 different customer service agents and had been told to wait in on numerous occasions and promised the box would arrive, still to no avail.
It is a nightmare trying to get compensation for the days I have had no service.
Avoid shell broadband at all cost; terrible internet and awful service. I don't think the people working at Shell even know what day of the week it is.
Reviewer
Chris
Location
Merseyside
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nightmare. I only found out that the post office internet had been sold to Shell after investigating why my Internet had started to run slow and keeps dropping out all of the time. It's been down for 5 hours again today and I am lucky that wasn't during work. Expecting to get no help again from customer services.
Reviewer
Joao Paulo
Location
Spalding
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
very disappointed as we work from home they couldn't sort my problem over the phone. Was clear a problem with router, asked to send a new router to sort the problem instead they said a booster would be a better option. 8 days until receive the booster that still not sorted my problem. My only option was sign up to a new broadband that actually works with better speed and took them 1 day to come here and install everything. Shame on shell and shame I still have 10 months left to pay for internet that is weak and no need anymore. don't go for shell
Reviewer
Christine
Location
MALVERN
Date
07/06/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
After a few weeks of phone calls my issue has been resolved, faulty cables so now fixed. I suppose these things happen. Very good customer service today.
Reviewer
albo2002
Location
Surrey
Date
05/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've had two different routers with Shell and they're the only two I've ever had in which the broadband cuts out all the time on my phone. It's fine on my laptop though. Customer service is VERY poor. They raised their prices during my contract and refused to let me leave the contract without penalty
Reviewer
A71
Location
Wiltshire
Date
03/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed to Shell 6m ago and have raised 2 complaints, another was raised on my behalf by customer services. May I was billed £59.80 instead of£21. I was informed the £38 over charge (which Shell didn't know why it was applied) would be refunded. It wasn't, it was applied to my account as a credit. June, I get call from Shell saying I'm wrong and the £ has gone back to my account AND it's £16 in credit as of today. Shell said I'd had a gesture of goodwill for £30 put on my account too (this was news to me)BUT, here's the clincher, only on paper, it wasn't actually applied.... So, £38 - £21(june charge) = £16 in credit on my acc. If they'd applied the GoG £30 my account would be £46 in credit. However I'm told by the guy on the phone I'm understanding what he's JUST said on the phone. Absolutely sick of it, terrible connection that keeps going off, on my 2nd router.... Going to be finding a new providr. I would advise anyone to avoid Shell.
Reviewer
ALI
Location
wakefield
Date
02/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely despicable penny pinching company with no morals or customer commitment. PLEASE AVOID AT ALL COSTS. They have the advertising money to bury these comments away from new custermers because if they knew they wouldnt look twice at this company. please dont be fooled by offers and discounts they are only there to reel you in . once you are in then they have you and will drain as much money as they can legally get from you. please please AVOID ,
Reviewer
Susan Stichbury
Location
Brentwood
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I ordered broadband on Tuesday. I got a email to say about the line that outreach need to sort the line. So I phoned on the Wednesday on phone for 40 minutes before anyone answered, I wasn't happy about that. So I phoned again on Thursday to find out more. They answered quick but they couldn't understand anything I was saying and said the line is bad I heard them perfectly well. Then they put me over to another department and they couldn't understand what I was saying at all. So we hung up he phoned me back and eventually the phone went dead. So I will phone again and cancel it. I was absolutely digusted with the service
Reviewer
Jill
Location
Tadley
Date
31/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’d give no stars if I could. My landline doesn’t work frequently for days at a time. Currently, I’ve been without a phone for 4 days and no sign of Openreach. I’m supposed to be a priority customer but I can’t even dial 999 in an emergency. They know I’m disabled, vulnerable and don’t use a mobile phone. This is NOT an isolated incident and has happened at least 3-4 times. Broadband is very slow, often dips out and is non existent when there is a fault on the line. Staff are incompetent. Nothing gets resolved. Compensation is not given. Attitude is mañana mañana. Avoid this company like the plague. Shell Energy is a disgrace.
Reviewer
SRH
Location
Leicester
Date
29/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor router, keeps dropping Wi-Fi connections.
Stay away not worth even if given free, sadly.
Reviewer
Peter
Location
Gaskell
Date
28/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
His can you justify a 2 day wait to get my dads phone line back working when he relies on a care line package due to his frail health conditions
Reviewer
Gray
Location
Durham
Date
25/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I changed to Shell Broadband tempted by the lower price after my supplier tried to put my price up significantly. I should have done more research.
The Shell broadband worked for the first day and was ok. Speed wasn’t great but there are always teething problems. After that it stopped working. I was told there was a fault in the line and BT Openreach would be in touch to sort it out. My lines and sockets are new. Fitted by openreach two years ago. It looks like I’ll be without broadband for at least a week. The customer service lady was pleasant and professional but essentially did nothing.
Give these guys a miss and go with someone reliable. I wish I had stayed with Now. Never had any problems with them.
Reviewer
S B
Location
Scotland
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter nonsense. I was tempted in by low prices, but dont be fooled, those prices will be jacked up within a month or two. In combination with a truly terrible intenet service, was promised 70mbps downloads in truth its about 4 or 5mbps, which is a tiny fraction of advertised, and a wifi signal that drops out hourly for random amounts of time, it really is an utter waste of money. was previouslt with sky at same address, never had these issues.
Reviewer
mr unhappy
Location
west midlands
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 38m currently receiving below 5m.I have regular problems with speed.
I have given up trying to contact shell.Do not waste waste your time and money. Would you consider the reason shell broadband are allowed to provide such a shoddy service.
Reviewer
Ethan
Location
Wales
Date
23/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dog ****! I have never had a network with such weak strength and a high frequency to stop working all together! Not only that but the contract has no way to back out of their piece of crap package,
The people who developed this should be ashamed of themselves, you are a group of scammer scum and I hope you all rot
Reviewer
Orla
Location
Belfast
Date
23/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I phoned Shell a month ago about connectivity issues and they suggested I reboot the router. When that didn’t work, they told me that if I requested an engineer to come out, if I couldn’t prove there had been a drop in my WiFi while they were there I would have to pay £73. This is absolutely disgraceful as I have never had a missed payment but would be on the hook to pay for their engineer. I don’t even understand how they could justify that with their record breaking profits.
I continue to be handed around from department to department with no one able to assist. It will cost me £200 to get out of my contract and this is an absolute disgrace. My internet continues to drop in and out which affects my ability to work.
Avoid this company
Reviewer
Rulza Sa
Location
Leeds
Date
22/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Currys PC World sold me Shell's broadband package on 29/04/23.
I had a confirmation email from Shell that my Internet service will go live on 17/05/23. They sent me the router on 13/05/23 but they didn't send the optical network terminal (ONT) neither booked an engineer to set up the router.
I've contacted their customer service on 15/05/23 (23mins) call to inform them that they still need to send the ONT and booked an engineer. The staff I've spoken to guarantee me that somebody will ring for this matter.... nobody rang.
On 17/05/23 I rang 5 times to their customer service, I've been transferred from different department each time I rang and ended up spending in total 2hrs 29mins on the phone repeatedly explaining that I had no service because they missed to send the ONT and engineer to set up the service. Later that day, they sent me an estimated bill of £51.00 to pay by direct debit.
On 18/05/23 I rang again several times without any information to when they expect to send the engineer or why they didn't send it in the first place. After being so tired of repeating myself, I decided to cancel their non existing service at 11:51 on the same date for the sake of my time and sanity.
On 22/05/23 I had a call from their loyalty department (I think) asking me if I was enjoying the service. On the same date I received an email from [email protected] with the below information:
"As you’re ending your contract within your minimum period, you’ll receive an early termination charge. We estimate this to be £321.92 and will be included in your final bill"
RUN AWAY FROM SHELL BROADBAND. THEIR CUSTOMER SERVICE IS A NIGHTMARE AND DISENGAGED.
Reviewer
Jake
Location
Bournemouth
Date
22/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
expensive, poor connection, poor customer service, expensive termination of contract, unreliable - very much not recommended
Reviewer
J,sutherland
Location
Glasgow
Date
20/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not have given a star, not very good company do not care about their loyal customers only the money they can get even though you contact them about being in hospital for 4 weeks they still want to charge you for services you do not get to use
Reviewer
OntheCoast
Location
Wales UK
Date
19/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell bought out the Post Office broadband in 2021 and my contract was automatically transferred to Shell. I’d been with the PO for over a decade and they were brilliant. Shell steal their market and within a few months the speed deteriorated. Over the last two months, it has has dropped to below 1Mbps. I work from home and this is simply not acceptable. I complained and they sent me a new router which made no difference. An IT expert told me that there must be a fault on the line was my speed was so bad. Shell denied this and said that I was not entitled to super fibre because I was on a ‘basic copper wire contract’ and wasn't entitled to anything over 1MBPS. This is absolute rubbish. My contract is for superfibre. The replies to complaints are the usual meaningless drivel about how they value your feedback blah blah. Laughable. They now want me to pay extra to get the speeds that I'm legally obliged to under the contract. I have told them to shove it and am switching. Disgusting. A greedy exploitative company. What do you expect? It’s all part of the Great Rip -Off by the corporatocracy.
Reviewer
do not buy shell
Location
manchester
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
utterly trash. frequent signal outages. over half the time, the signal will be gone entirely, flick back on for a few seconds, then be gone for a good 10-20 seconds. the speed isn't remotely close to what it was advertised and, using speedtest-cli, i lost over 80% of my packets. would not recommend, ever.
Reviewer
Wendy barnes
Location
Morpeth
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Been a customer 1week
Phone doesn’t work
Broadband doesn’t work
Communication awful
Engineer didn’t turn up
Wish I could give a minus rating
Reviewer
alex
Location
n77RR
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
appalling service - internet goes down every few days. No help online or telephone whatsoever. Please avoid
Reviewer
Alexander
Location
Edinburgh
Date
15/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I joined shell broadband there was a deal that you get 3 months WiFi free charge and after the 3 months I was too receive a £100 amazon gift card called shell broadband up and now there trying to say it takes upto 120 before anyone will get it I feel its a scam in a way just to get customer's too join up as i see it's a false advertising just so you join there broadband and there not interested in helping you I called them today asking where my £100 amazon gift card after nearly 5 months with them wasn't helpful wouldn't listen to me cut me off all the time wouldn't let me talk broadband has cut off that many times when watching a film on Netflix not the best broadband read the small print before signing up with them they can lie about your contract and put the phone down on me today because I said I was going to ofcom and the customer service told me too do what I want she didn't care about me i think they customer services agents she get sent for training on there manners when dealing with customers I was shocked by they way I was treated can't really understand the customers services
Reviewer
Luke
Location
westhoughton
Date
14/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do yourself a favour DON'T USE THEM FOR YOUR BROADBAND , Its slow when it works and you are forever offline its hit or miss when broadband is up and running, its always down nearly every week and their customer service is shocking STAY WELL CLEAR
Reviewer
Nirmalw
Location
northolt
Date
13/05/2023
Comments:
This Company is big Scam very poor customer service . They promise and later they said they dont know nothing . I trying to do this from currhs They are not installed in 2 month time and again they want more time to fix. They dont want to cancel contract and charging early termination fee without connecting internet .
Pls avoid this company .
Reviewer
Colin Edwards
Location
Ainsdale
Date
13/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had shell energy broadband installed in January 2023 it didn't work for the first month 2 engineers came out and finally found the problem ( router fault) so they swapped it with a new unit .so had no problems till yesterday when I found they had charged me £95 to repair there faulty equipment!!! You couldn't make it up after a 30 minute phone call getting passed from one advisor to the next ( 4 in all ) they agreed to refund the charges because it was there faulty equipment but this will take 30 days. Stay away from this terrible company you have been warned.
Reviewer
Natalie
Location
London
Date
12/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service is horrific. Made it difficult to cancel. Unresponsive to messages, except for when it might be of benefit to them to respond. Far better suppliers available out there.
Reviewer
JB
Location
Portrush
Date
11/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Couldn’t even provide service -failed. 3 promised dates yet have yet to see service provided. I sat in 10 days for engineer - no dates ever given . If I could give zero stars⭐️I would. They offer £100 to spend in Shell Service Station yet have not computed that there are none in Northern Ireland. They sold off their garages here. Go figure!!!
Reviewer
J
Location
Lancs
Date
08/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I was transferred to Shell from another provider under contract.
I was with them for over 9 months,I have just left.
Poor customer service,things spoken over the phone are not recorded properly.People you speak with don't always seem very knowledgeable,or particularly friendly.
Massive price hike during contract.
Poor connection speed especially at weekends,although I contracted for a super fast.
Upon leaving threaten with extra fee charge if equipment is not returned when it wasn't even supplied by them.There is no need for this when it is just bined anyway,just another way to make money out of people.
Comments: