Shell Energy Broadband Home Broadband Reviews

I would never usually bother to leave a bad review but feel the need to share about avoiding Shell!
Unfortunately the only positive thing to say about Shell is that the internet is ok (if it works) but the customer service (if you manage to get through before being on hold for an hour) is terrible. I’ve been lied to about my rights, had issues with resolving any internet problems (seems to take a while to resolve anything, even when the internet doesn’t work at all). The router they send is terrible and randomly died but Shell didn’t take responsibility and charged me for an engineer visit (which they later refunded after multiple calls disputing). I’ve had issues with connection and speed. Whether it’s zero internet or bad connection and poor speed.
Even when leaving them recently as near the end of my contract, they caught me in a trap of believing what they said that when I would move provider, that the new provider would take over their line - without actually saying that I need to ask the new provider for an “in-line takeover”. They then said that I hadn’t cancelled my contract when I had initially called (with plenty of notice) and offered me to stay with them. Now that I’m my last few weeks of the contract, I currently have no internet.
If you want bad customer service and multiple internet issues to make your life more difficult and stressful, go with Shell. Otherwise, I’d advise staying clear!

Please avoid. Broadband was pretty expensive but went with it because of the high speeds promised. Speeds were good when stable but regularly experienced drop outs and generally unreliable. Customer service really disinterested and bored which made me think they probably get a lock of flack for the poor service generally. Definitley wouldn't go back to them again.

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How dare you increase my payment without writing to me ! This has NOT been agreed
Then there is no way to get help !!!

Agreed £17
Bill raised to £27.+
Impossible to call or discuss when finally get through speaking to different people. Their internet not working so can't help
We are both elderly and disabled and only need internet for forced online stuff we don't want to do!
Stress stress stress ! Theft of our money !
We are entitled to social tariff and it keeps being ignored

Worse experience ever
Many website has been filtered to access
Low speed
Please if someone know how can I complain to other organization to cancel my contract with this unprofessional company let me know.
They ignore any complain.

Connected to broadband on 16.1.2022. By 05.01.2023 I was having problems with it dropping out. BT Openreach came out and nothing wrong with the line coming into the house. Shell have tested my line everytime I phone them, they have split the router to 2.4 & 5Ghz. Still kept dropping out. Then advised that nothing else could be done.When I said I wanted to cancel they said they would charge the early cancellation fee (nearly £300) because I had used their service. Apparently 8 devices connected to it (3 lamps, laptop, Alexa and phone. Another phone and a Firestick were not on the property at the time of my conversation). Just read that typically 255 devices can be connected to a router via wifi.

When I agreed this contract it was for FIBER TO THE HOUSE .NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house.
No problem sir our new 'Fiber plus ' will give you that . 14 days to connect it.
After several calls and issues I opened the little grey wall box outside ---- NO fibre just old nasty copper !
Then yesterday I spoke with two Openreach engineers that had just completed fibre to the house two doors away. They told me that at the moment Shell could ONLY supply fiber to the cabinet NOT to the house. Right or not that fitted with what they did and told me. Go back to Petro Chemicals Shell. You can't do Broadband.

At first I thought this wifi would be really bad but when I got it, it worked just fine and with the speed of 72mbps which is pretty good it depends on where you live so it might not worth for your area

Just joined shell absolute shambles of a company.one month in phone issue now broadband drops out every ten minutes
Blames me for having to many devices but I can leave if I cough up 280 pounds

My advice don't use there broadband

Changed from SKY frpr broadband and telephone. from day 1 some callers to my landline got the message "This number does not exist" Shell were unable to fix the problem and after 4 months I went back to SKY. To add insult to injury Shell employed a debt collection company to chase me for £35 for the failure to return their router !!! unbeliveable

Shell took over my post office account. Having read other reviews I realise that I have been fortunate not to have had any problems with internet or phone. However I am only getting 20mps and I am pretty sure my PO contract was offering 35-ish.
However, Shell seem to be totally incapable of organising a direct debit and kept cutting me off. In the end I had to resort to paying online each month. At around £42 a month for “Superfast Broadband” and any time calls, it’s not a cheap option (not even fibre) and I am thankful that my contract is about to finish.
They never answer the phone, but greet you with a recorded message advising you to hang up if you’re driving. Do they think I’m a complete moron?
They should stick to oil and wrecking the environment. I’m off to Gigaclear and paying at least 40% less for a much faster connection.

Had this less than 2 weeks, WFH and Shelll unable to help for 24 hrs . So was advised anytime it goes down yiu have to wait 24 hrs to get it fixed.

If you want to relive the 90s spending a day on the phone with dropped calls, constant redirects, clueless staff, management with no respect for the customer. This is the company for you.

I have been using Shell Broadband since early November. The router arrived a few days before activation and set up was easy. I have had no problems since. Consequently I haven’t used their Customer Service so I gave them 5 stars.

Since Shell took over from the Post Office my phone and broadband are nothing but trouble.
All my contacts have told me they are unable to get in touch.
1 - Weird noise on line,
2 - it may ring out and cut off,
3 - it crackles if working at all
4 - have tried several phones but the problem continues.
5 - my tech and phone works fine when tried at friends house
6 - customers service are trying to deal with Post Office customers and Shell customers
7 - They try to make you feel as if I'm the only one complaining
8 The service is not fit for purpose
9 - For any other purchase I am entitled to a replacement or refund. I feel Shell should refund all my payments since they took over from the Post Office.
10 - Shell service is so bad there have been radio programs of people complaining.
11 - Customer service people go through the same script each time I call and tell me there will be charge from OPENREACH if an engineer has to come out.

HOW CAN I KNOW IF THIS IS CORRECT?

From my experience SHELL SERVICE is not fit for purpose. It is an known fact because of the experiences of many other customers.

As a vulnerable person with mobility problems it is grossly unfair that SHELL should be allowed to treat people as it does and get away with such bad service.

Current corporates have run every utility service into the ground with no regard to good practice or duty of care.

Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.

I left shell because you get double the data with sky. In spite shell wouldn’t swap the line over so I had no internet over Christmas and unable to do anything after new year. I can see why Russia doesn’t want this company anywhere near their land

I had no other choice but to log a formal complaint today with Shell Energy, due to my - still to this day - completely un-functioning broadband.

My go-live date with Shell Energy Broadband was due to be on 12th December 2022. Throughout that day and into 13th December, the status indicator on the router was red and the x2 wireless indicators were solid green, however the router was unable to provide any WiFi to any device connected to it. Following Shell Energy's troubleshooting advice in the leaflet that came with the router, I thoroughly followed all advice and even went as far as checking the wiring within my network connections within my home. Having verified that everything was okay from my end, I called Shell Energy on 16th December to explain the issue.

During this call on the 16th December, Shell Energy performed a line test and this showed that there was a line fault on the local network. Shell Energy then arranged for BT Openreach to rectify the issue remotely, but failing that, an engineer would visit on 21st December.

I waited, and 21st December passed, yet my broadband was still not functioning. I called Shell Energy again on 22nd December to explain the situation, and Shell Energy ran another line test. This time, the result of the test indicated that my router was incompatible. Shell Energy then apologised and told me that they sent me the wrong router model for my package, and they would despatch a new router to me; however, with Christmas coming up, delivery of the router would likely be the 27th or 28th December.

Okay, so once more, I waited patiently. With no router delivered to me by 31st December, I decided to give Shell Energy a call once more. When I asked where my router was and if they could provide a tracking number as proof of postage, Shell Energy advised that no router was despatched to me following my previous phone call with them, and that they would now arrange for a new router to be despatched. I received email confirmation shortly after this phone call that the new router is now on the way to me, but I am yet to receive any tracking information to prove this, so as far as I'm concerned nothing is concrete yet!

To summarise - I am angry, saddened, frustrated, and completely disappointed in Shell Energy for the service I have been provided thus far. As a new customer, I should receive an amazing service yet I have been failed on multiple instances now, and left with no broadband for three full weeks - now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill.

I just simply cannot recommend Shell Energy. Never in my life have I been failed so badly by a company, with multiple failures back-to-back in providing the service I am asking for. The stress and hassle this has caused in both the run-up to and over the Christmas period has honestly made me resent Shell Energy.

Hopefully my formal written complaint rather than yet another phone call will resolve this situation, but I won't hold my breath...

Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider ... Shell asked me to return Router or I would be charged £35 ... I Then returned The Router ( at my own expense BTW ) Recorded Delivery , but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them ... Well They have no chance of ever Getting The £35 .. They Can Suck The Back of Them .. Avoid at All Costs .. Shell Broadband is Rubbish ..

Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here's what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn't even 5% of what was promised. Utter shambles. Do not use.