Shell Energy Broadband Home Broadband Reviews

Terrible service all round Avoid at all costs

I would give no stars but I’m being nice.it has been fine for a few months but al of a sudden it’s started being really poor. If it’s not disconnecting then the upload and download speeds is disappearing. I use it for Xbox and there is hardly any devices connected yet I still lag? I’m not wasting money on something that isn’t even worth it.

Shell Broadband are shit as my phone line has been dead over two weeks and the Engineers are pissing about but not fixing my line as soon as its fixed I'm moving to Vodafone who are a lot cheaper and who's service is better so you can do the same by calling Vodafone on 08080408408 and sign up saving yourself a Fortune compared to Shells Rip Off Crap Service so do it now OK!!!!

Avoid at all costs... They advertise a super fast fibre and let you sign up to a 70 Mbps connection. In the sign up process they will show you an estimated range, which will we much lower than the 70 Mbps. In the end I only ever achieved 30 Mbps on good days, when the connection was working without any interruptions, which is rare. And is it any wonder that 30 Mbps is the absolute minimum the guarantee in their contract?

If you try to get in touch, be prepared to wait 30 min+ and telephone calls suddenly dropped. They answer to emails sometimes, but not always. Multiple of my emails asking for support remained unanswered.

And what a suprise, if you want to cancel as a result, they insist on the full amount to be paid. One of the worst Internet connections I ever had.
Service level is at the absolute minimum. Hope they go bankrupt!

My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible.
4 days later open reach have attended and my line is fine, now ringing customer service at this point consists of being hung up on several times, being rudely advised I don't understand the royal mail strikes, being told that Shell won't even consider me sending a courier to collect a new router, let alone them send it via a different courier, so that new router I suggested 4 days ago is going to make its slow journey to me only now.
Complaint made, call handler was actually understanding unlike her other colleagues. I have had a credit made to my account which is great. However 11 days of no broadband later, new router is here and it's not working again, not even attempting to connect and yes I call Shell and I get through easily enough and tech guy understanding and pleasant but it's been 11 days without any service and Shell are just going to send yet another router in the hope that I have had just been extremely unlucky with my routers and a third one will do the trick. So day 11 of no service after only joining them less than 6 weeks ago. Man I wish I had stayed with Vodafone now, dam cost of living trying to tighten my belt and save a few quid, well it has certainly backfired!!!!
If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don't value the customer and their service is absolute garbage. AVOID AVOID AVOID

I've used Shell/post office for about 7 years now and had the same box, generally I have no complaints as it has ran ok but speed could be better.

A couple of months ago it went down and I called Shell a couple of time because it was unusable so eventually they said we will get an engineer out. Then the box started running fine again and they never turned up but my wife waited in for them.

And now box has gone down again, I called Shell and their customer service was very disappointing as the guy put me through technical and whilst I was on hold they all finished for the day.

So the next day I cancelled my contract and gone with someone else.

They did say a while ago I may need a new box so that was all I want but they seem reluctant to give me one.

I wouldn't bother using Shell

Shell Energy Broadband as I was with the GPO and had excellent service with them! Shell are A rip off Energy company who want us to pay Five Grand per year for our energy they are a,Rip off so call Vodafone on 08080408408 and had hey they will save you a Fortune as Vodafone are a lot cheaper and shell are worser than Kcom!!

Had trouble from the beginning!!
Keeps looking signal.Even when I'm sat next to router.Sent me a twin pack extender.worst instructions going.I can't wait for my contract to end.

Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyone

Router failed within a few months. Left without broadband for weeks. Terrible company.

If I could give zero I would. Customer service re my Mothers account dreadful. Tried to close her phone account for over a year. Like talking to a brick wall when you get through. DO NOT EVER USE THIS CO.

Unbelievably bad. Have spoken to 7 different Shell, so called 'customer advices, people. They have been polite but obviously make it up as they go along. They pretend they are referring to my notes but have no record of anything. Have waited ,in 2 whole days for engineers I was told would come, either AM or PM and would text me to confirm time. They didn't come or text. I am being charged for a service I am not receiving. I have wasted hours phoning or waiting for Open Reach. I am under contract and want terminate but apparently can't, or have to pay a severence fee. That is so wrong. Can Shell do this, arn't they regulated. Are they as bad as energy providers as they are at telecoms?

Been without broadband for 15 days now. Customer service is very poor.

Absolute pants! Post Office was ok but Shell are next to useless. They cancelled our account because someone else made a mistake and we had to go for 5 days without. They apparently "sorted" it but still told us we cancelled. Now we get "fast broadband" at 8.8mbps... But hey £2 compensation eh? Woohoo!

Avoid !!
Whilst I had no issues with the speed the Wi-Fi consistently dropped out, hence when my contract ended I cancelled and went with one of the better cheaper providers …. Or so I thought!
When the cost of living crisis kicked in I took a long look at my direct debits to see where I could make some cuts and lo and behold there it was … 8 months of direct debit going out ( I know my bad for not noticing). I contacted them again and told them about this 8 months of payment and arranged to send the router back, explaining that I was unable to print off a label so would need a sticky label sending….. of course that didn’t happen and I got the email label. In the mean time I found the original returns label so used that. I got my proof of posting as instructed.
Now I’m getting letters from their d by collectors demanding another months money. I haven’t had any contact from shell asking if it’s been sent so obviously once you’ve left they send in the bullies to illegally grab what they can from you… this is still ongoing and I have now sought legal advice . There are cheaper, more reliable, more honest and helpful providers out there but if you do sign up to Shell do so with caution, the reviews speak for themselves !

Do not use this company originally with the Post Office but went with Shell when they took over. Broadband speed was way to slow and unreliable. Customer service is a joke and finally moved supplier.
Asked to return ancient router or would be charged £35. Returned Router with letter and proof of postage. 2 month later and various phone calls to tell them the router had been returned they still wanted the £35 paid .
They then forwarded the disputed debt to MIL debt collection agency without notice. Avoid with a barge pole a horrible company

Very poor consistent signal, dire customer service…when you eventually get to speak to someone
Raised same issue over and over for a year but never resolved despite assurances. Ended up being told it was my fault for choosing the broadband I had! Also the guy argued with me to the point I felt intimidated over the phone. One lady was very helpful hence the 1 star but as for the rest it was horrendous.
Broadband provision very poor, kept dropping out all the time and days where completely not working at all. Moved providers now as it was too stressful to try to work from home using the broadband I had.
Disgusted by Shell broadband and wouldn’t recommend it to anyone.
I would have liked to speak to the guy’s manager to complain but did not want to be on hold yet another 3/4 of an hour!

Update on previous review
Now been without broadband for 10 days.
Supposed to be fixed by 23rd December which is another 10 days away.
Not proactive at all in any way shape or form.
Do not go with Shell as your provider whatever you do.

My sister in law is struggling to make ends meet and is trying to reduce outgoings. Although not eligible for best shell offer as she is already a customer, she rang them, explaining her problems and they came back with a really good deal. Well done Shell broadband. You have helped save her Xmas.

Although there's been some awful reviews posted about Shell broadband I can only speak as I find, was originally with Post office broadband till Shell took them over, haven't noticed any difference in broadband speed or reliability issues,still satisfied with the service I'm getting, the only gripe I've got is if you need to contact them by telephone be prepared for a very long wait before an agent your call