Shell Energy Broadband Home Broadband Reviews

It's off more times than on. Hours at a time. I need broadband on for the smart services at my home as well as work. Looking into a new provider ASAP. Very disheartening. Really bad broadband.

Absolutely diabolical. Never have I ever had such hassle setting up a service. Shell are undoubtedly the worst Broadband provider the planet has to offer. The router arrived over a week late, The service which I was informed was live didnt even work when the router did arrive. Upon trying to close my contract before the first bill even came through, they're attempting to charge me the closing fee of £308 despite the fact that I havent even been able to use the service through no fault of my own. Truly despicable, absolutely useless. If you have the option between Shell and no broadband, youd be better off with no internet.

Shell says you have 28 days to change your mind, when you ring up to cancell ur broadband the say the will charge you £247 fees unless you give them 30 days to try and fix your problems, they are a load of bull, don't do it.

Really poor speed, intermittent and unreliable. Switched to Virgin and 6 months on its great. She’ll never sent me a bag to return router and despite my emails they charged me for not returning router.

Complete disgrace. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat your now ex loyal energy customers. Of course I will now be switching energy companies. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some random reason. Passive aggressive behaviour. i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these people push you around.

disgusting company, with them for 12 months, returned router but they decided I hadn't and passed my name now I have bad crdfit rating, I won't be buying anything Shell in the future!

I dealt with Buckie in customer service , she was excellent in putting my complaint forward, and had really good customer service skills, and sorted everything out for me, including a £80 refund, I would definitely say this is the best result I’ve ever had. And would recommend SHELL BROADBAND .

Don’t do it.
Broadband not working despite activation email. Still not working 6 days on from my activation date. Multiple instructions to turn the router off & wait 30 secs to see if this resolved the issue…
My first bill is likely to arrive before I actually get the service I have paid for. Don’t do it!

Terrible company would not recommend to any one

Complete Garbage. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat now ex loyal energy customers. Of course I will now be ditching them as an energy customer. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some lunatic reason. Passive aggressive bunch of idiots arent they. Probably because i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these crooks push you around.

Utter shambles. Signed up because they promised low cost and high quality. They deliver the opposite. "Guaranteed 67mbps" lol, actula is about 10. on their own speed checker. Repeated complaints confirm this. What do they do? Nothing. Prequent disconnections, slow and unreliable. Now lets talk about charges. Signed up at £24 a month. It wont stay at that, after three months up to £28, more price increaces coming. They say they have to put prices up, its a scam, their web signups are still advertising £24 a month. Dont buy into it.

If I could give their customer service a negative rating a would.

As a previous post office customer, I decided to upgrade to a full fiber package in early January 2023- I was repeatedly given different installation dates. Finally on the 21 March I was given a confirmed date for the Openreach engineer to arrive. Suffice to say nobody arrived on the agreed date. Subsequently 2 more engineer visits resulted in a line being installed-but still no internet service. As of the 24th of April(more than 3 months) they managed to achieve nothing.

Dealing with their customer service is something akin to torture with endless recorded messages and options before you end up speaking to a person. They then end up transferring you from one person to another, a process which usually ends with you getting disconnected and then having to start the process again. I'm not exaggerating if I say I've talked with over 50 individuals over the course of at least 10 calls. I've also tried e-mail- which is no better.

In the end they started charging me for a service that was not working. I finally managed to cancel my contract- but I would rather walk over broken glass than have anything to do with them ever again.

In summary, do not under any circumstances sign up with this company- don't be taken in by good deals, its not worth it- choose any other provider.

After 10 months of intermittent broadband I can persevere no longer and am paying to switch to another provider early. I have been paying for ‘fast fibre’ but am having to access Teams meetings by phone when my internet connection drops mid meeting. Very poor!

Dreadful from start to finish totally pathetic

If i could i would give them zero stars. Quite the worst company i have ever dealt with. Young inexperienced staff on receiving end of phone calls with no power to resolve problems. When the engineer didn’t show up - despite a text telling me he was on his way - the only response was that ‘I would have to” go through the process again to book another visit. After sitting in an empty property for 3.5 hours. And who knows whether they would turn up again as they couldn’t tell what happened.

Apparently this multinational company has no supervisors. And if they did the operators have phones that don’t allow calls to be transferred and they hung up on me after a 47 minute call.

For your sanity go with any other supplier.

I describe it in only two simple words :

FUCKING SHIT


DO NOT EVEN ATTEMPT TO GET THIS BROADBAND IT IS ABSOLUTY FUCKING GARBAGE

Really bad customer service. At the moment I am in dispute with them. I can prove I have paid them - they say I haven't. I refuse to pay twice!!!

I have been without broadband for a week now. Shell finally sent me a new router on second class service even though I said it was urgent it was sorted. Customer service completely unhelpful. Shame I have to wait 7 months until I can leave them. 5 days since the router was sent and they refuse to contact Royal Mail for an update.

I left them because i hardly bhad no broadband i did complain but on deaf ears, so i left and they came after me for money i did not as they did not provide the service so fought them for a long time and than made a complain to the Ambuds man they were very nasty about it all and this is against the law they are the worst people i have ever had to deal with, but will contact my Mp about why they are getting away with it so i will carry on the fight----ps i did win my case----

Had an easy switch to Shell. Service even carried on with my old router. First bill accurate. Speed is as promised. Cost is a few quid cheaper than my old ISP and have been promised £100 Amazon voucher. Glad I ignored the bad reviews.