Shell Energy Broadband Home Broadband Reviews

BE CAREFUL WHEN SETTING UP SHELL BROADBAND!! Initially I was very pleased with my broadband deal from Shell and had my deal confirmed in an email specifically stating there would be no setup charge. All was set and looking positive but a few days after agreeing the deal, I received an email to say there would be a delay in setup for a few days as an engineer would be required. This was not a problem, I was content with this. A day or so later I receive another email stating that my current provider has informed Shell that I am no longer switching to them and staying with with my current deal and therefore my order with Shell had been cancelled. I contacted my current provider and they confirmed that no communication between the companies had taken place and no such instruction had been given to Shell. I contacted Shell and, as the email stated, my account had been shut down so I spent nearly two hours on the phone re-ordering the broadband package that I had originally tried to purchase. When the order was almost complete and I was being read the charges for the account, a new installation fee of £67 had been added to my bill. I questioned this, as this was not on the original bill. Shell insisted they had no record of the original package fees, so I offered to email the contract details they had sent to me that clearly stated there were no installation fees but they said that wouldn’t make any difference and that contract must have been arranged at a different sales office. They were adamant that the £67 instillation fee would still stand and after being left waiting on the phone for a further 15 mins (whilst they went away to try to find information on the original deal I was offered) I had time to think and felt very dubious about the cancelled account and began to wonder if this was a deliberate cancellation by Shell because they had realised that my instillation would require an engineer and wanted me to pay for it. These thoughts are especially supported by the confirmation by my current provider, that they had not had any communication with Shell. I would have more respect for Shell if they had been honest from the start with the £67 instillation fee should an engineer be needed rather than just a cancellatIon to my account and, in my view, trying to add the fees on via the ‘back door’. If I hadn’t been paying full attention, I could have agreed to this package, with the extra fees and not realised, I was now paying more for the same deal. Anyway, I put down the phone receiver and decided to give the company a swerve. Probably best given the other reviews I have read. If they can’t be honest and straightforward from the start, how can they be trusted?

Does what it's supposed to - no issues so far but haven't had to use customer service yet. Better than the Vodafone I had before

When it works, it's great. The problem is, the connection seems to drop several times a day. It always comes back up after about 30 seconds, but the unreliability is getting to be quite annoying. I didn't choose Shell Energy anyway, I was ported over to them by Post Office Broadband, who's service I never had a problem with. I am definitely going to switch.

The worst broadband provider, I have ever had the displeasure of being with
I have never had any problems with other providers in my area always a good signal, but shell it’s rubbish can’t wait for my contract to end so I can get some decent broadband

My mother has her phone and Broadband Account with this lot and has recently had her service suspended due to non-payment of her a bill - a bill they have admitted they have never sent.

Apparently the bill has now been sent with a discount for their error but they will not re-instate her services unless they can speak to her, so I told them to ring her as she can't currently call anyone but apparently they can't do that, they suggested I call back when I next visit her so she can pass security (I'm assuming they realise that won't be from her phone line which they have suspended)- dammit I can pass security I know all the details and isn't it a good job I live in the same country if that's what needs to be done- idiots, they created a mess and don't have the capacity to resolve it.
Hopefully the contract will expire soon and she can move to another provider.

Not a bad broadband service until you need help with loss of service. Endless call steering options with advisors endlessly tranferring you to different departments. Automated payment sysyem doesnt work.

Internet itself is great, just frustrating when you want an answer.

Such a terrible service.No practical help given when I phoned for help when broadband went off completely. Except being asked to unscrew something from wall. When I refused was told that bcos I'd refused to carry out test it would probably cost me £65 for an engineer to call. I refused an engineer and raised a complaint. Broadband came back on after about 3 and a half hours. Lost valuable time to do some work. Complaint was " closed" after a few weeks without any correspondence fro. Shell addressing g complaint or explaining how it was resolved. Continued to have problems. Tv in bedroo. Couldn't pick up signal fro. Router about 25 feet away. Tv in sitting room constantly buffering or going off completely. Phoned to complain and said I wanted to leave. Told it would be £184 termination fee. I said the service was no good and they were at fault. Operator said I'd refused e ginger initially so basically I'd refused help. I said I only refused bcos previous Operator said said because I'd refused to carry out test in my home by unscrewing the box and would have to pay the £65. Upshot is I was receiving very little service so I changed provider phoned Shell explained why I was cancelling. Have now got really good service etc with new provider. Shell just emailed to say they're billing me £184. I've been advised to contact Ombudsman but I'll pay the money draw a line under the whole terrible experience BUT will be very vocal in telling g people to avoid Shell due to my horrendous interaction with the company and its reoresentatives

Purchased an 18 month superfast broadband. After 6 months my partner moved in and contacted Sky about transferring his package to my address to be told I don't have fibre installed in my property despite it being in the area. Cancelled Shell and went to my partners sky as they agreed to send BT Open Reach to install the fibre cable from the telephone poll to my house. Shell then wanted £218 for the remainder of my contract. I contacted them and explained I wasn't happy with paying this as they had mis sold me fibre when it wasn't available to me. When the complaints department called me they said I had to pay the full amount as they provided superfast (how I don't know when I didn't have a connection). The call handler said "he would not take the word of an Open Reach engineer) maybe he wanted the Prime Minster to confirm that BT had attended and installed the cable. The complaint has now been resolved with me agreeing to pay the early termination charge on a basic broadband package. My advice is ask Shell to provide a "Letter of Deadlock" which you intend to use when you raise a complaint to the communications ombudsman. You are perfectly entitled to ask the ombudsman to consider your complaint if you feel you have been treated unfairly.

Had this for over a year, always had intermittent disconnection issues and looking forward to the contract ending so I can find another provider.
I had to hassle them for months to get the freebies and vouchers offered under the sign-up deal, was hard work.
The thought of trying to correct or report the issue makes me want to cut my wrists so I've never bothered.
Vote with your feet is my motto.

Terrible connection and even worse customer service. Router will disconnect almost every 20-30mins and can take 17 mins to load a photograph, or 9 mins to load a Google page, even while sitting next to the router. If you want to cancel, you'll be transferred to different departments and made to explain why you're cancelling to every one of them, just for them to pass you to someone else and explain all over again. Even if you ask them to log a complaint, they just email you saying they've closed your complaint, without actually speaking to you at all regarding it.
If you want to pay for wifi but never actually intend on using it whatsoever, then this is perfect for you.

Absolutely rubbish. Can't contact anyone to resolve problems. Wifi keeps disconnecting. Useless.

Absolute Garbage! Avoid Avoid Avoid.

This is the worse company ever. DO NOT purchase this product its absolutely crap.

Appalling company to deal with. Can’t
use smart tv and keeps dipping out. Various excuses blaming BT lines but never had those issues beforehand. Almost impossible to get hold of human being and send messages that they can’t trace my account.

Spend most mornings with the broadband dropping out and reconnecting now evenings are getting as bad.very poor overall made a big mistake moving from talktalk

POOR POOR,

Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.

1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can't get a mortgage at the moment.
2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
3. Compensate me with a £100 for the rubbish service.

Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.

Broadband keeps cutting out, also they wait until the 14 day cooling off period ends until they switch your broadband on, so you cant even test the service first. Just corrupt

this is the worst company i have ever come across,opened two accounts instead of one took ages to sort out over 5hrs of phone calls,loads of problems with service, problems at the moment said will get back in touch with me ,it never happend

Never experienced such terrible customer service - clearly got no process in place for working effectively with OpenReach, delay after delay, engineers turning up without a clue what they are doing. I'd avoid at all costs as I've wasted 2 months trying to get this sorted. When I told them I was cancelling and going to BT because they will likely be better at wrangling OpenReach the operator just said "yeah probably" - even their own people know it's not good enough.

Absolutely atrocious service! They disconnect your calls, pass you from post to post, take complete lack of ownership ship and ‘threaten to charge you if they have to send out an engineer. I’m four hours dealing with my current issue and it’s still not resolve