Shell Energy Broadband Home Broadband Reviews

No problems when with the Post Office but now continual problems with Shell broadband speed and its continuity. I'm supposed to receive a speed between 35 Mbs and 45 Mbs. I get as low as 11 Mbs. I complain for which one has to wait around 30 mins for someone to answer the phone. I'm told that I must give 3 possible days when an engineer needs to visit but be prepared to be charged if I'm not at home but for which there is no reciprocal arrangement if the engineer doesn't turn up, which has happened to me. In fact the problem can be solved without an engineer's visit and this can be undertaken remotely. Then my speed is restored to around 36 Mbs (min for me should be 35) after which it is slowly decreased until I have to complain again. It seems like I'm being robbed of the service I pay for. As it can be quickly reset I believe that it is my ISP who is throttling my speed. Broken contract - new provider here I come.

The worst experience and service I've ever received.If you can do one thing in life, it would be avoid Shell Energy for broadband.

Avoid shell energy broadband at all cost! It is the worst!

This has got to be the worst broadband provider, if you can call them a provider. 30% of the day i had no internet.Paid an outstanding 35 pence with debit card.I returned router with proof of postage, i was told router had been received,however they never seem to contact the truro tossers (debt collectors) that the router was returned. After 12 months the truro tossers phoned me demanding £30 for the router. Told them to get stuffed and take me to court. I blocked their phone number. Shell should stick to oil.

Was mostly fine, have had problems over the last week with the wifi cutting out, then being slow.
Was with the Post office previously, they had the rare bad day but not this bad.
I guess it's another case of right-wingers selling our public utilities to private companies who then do a worse job for more money.

Lost broadband services for four days last month due to faulty router.
Currently have had no broadband for four days (and counting) this month due to a line problem.
I'm terminally ill but don't meet their criteria of being vulnerable.
They offered the paltry sum of £3.68 as a refund for being without the service for four days.
I live in a large stone house and the router they provide is not good enough to allow internet access throughout the house. We have to use TP Link plugs to enable internet access throughout the house.
They also give us that "mid-contract" price rise.
Would never use them as service providers again.

I have been a loyal Post Office customer for over 15 years. Then Shell Energy took over and what a shambles ensured. I would not recommend this company if it was the only one on the planet. Customer service is non-existent, when you finally get through to someone you get an absolute idiot who has no idea what they are talking about. I was told that I could download a label to send back equipment and you cannot, you need to send an email to request a label. Surely they could have told you that over the telephone, absolute crap customer service. Glad to leave, if you wish to have decent customer service then go somewhere else and do not bother with this rubbish. If you decide to go with this company then do so at your peril !!!!!!

I would give zero stars if I could. The customer service is crap. I've had no broadband for 6 days. Told internal fault by 3 people over more than 3 hrs I was on phone. They booked engineer who didn't turn up. Phoned them and told external fault and would update me in 2 hrs..of course not heard from them then when asked was told they dont work weekends so God knows if they'll ever fix it. Opened complaint heard nothing. As soon as they fix it ...if ever I will change provider. These are the worst. Time wasting useless liars that are completely incompetent

The worst company ever!! Please don’t go for Shell !I don’t have internet literally on mostly of !no customer service very bad can’t reach them the worst company ever!!

Worst customers service and broadband

Just awful. The speeds are fine, when it works. It takes forty five minutes to get anyone on tech support and the advice is to plug devices in with Ethernet cable!

And they are going to charge me to leave early. Despite the fact that they are not providing a decent service.

Avoid at all costs.

I can only advise you avoid this organisation. Criminal is the only way to describe their tactics. They hope people will give up and accept ridiculous hidden extra charges. Charging extra at the end of your contact, charging if you fail to return a useless router. Charging if you do return the router, but claim they need "evidence". These people should be in prison.

The internet cuts out all the time. It's not my device as it happens across phone and laptop. Even when it does work, the speed is slow and it only really reaches the small front room where the router is.

I pay for 38m and regularly receive far less. ATM 5.8 and 1.6.
Read the reviews and go else ware.

New customer that never managed to get the router to connect and the line to work. Spent in total 4 hours on the phone going through some technical checkups. Arranged twice for someone to come out to the property but nobody bothered turning up[...Basically a waste of time money and effort....The hours arranged for someone to be home is impractical. Left work to wait home for your people not turning up to fix the problem is unprofessional and just downright rude!!! Strongly recommend prospective customers to stay away from you lot like the plague!!

Totally disorganised. Issued me a bill for £35, then a reminder and finally referred me to their debt collector over non return of a router. I had returned it, had the proof, and repeatedly told them I'd returned it. Never again.

This company is a joke i have got behind with my bill have come to an arrangement so they are saying i havent paid anything since june, phoned call centre phone put down on me twice on the 3rd call unfourtnatley my vocal cords are all over the show so my voice is either high or low i have no control of it the call handler starts shouting at me not shout at him i explained of my problem but he did not listen, i asked to speak to a manager to be told they dont speak to people only on a call back i am still waiting from the last complaint.
Now i know how they get big profits because they make of peoples misery.

When it works it’s been fine. Turns out they seem to have faulty routers. They’ve sent 2 out now and both don’t work on Wi-Fi reliably. Open Reach have been twice and confirm the line is perfect. I only changed to shell 8/11/22 been a nightmare since. Customer service hard to get to. Numerous router resets. Last engineer tried my old EE router and guess what. Yep perfect internet access. Shell routers were connected to our devices by Wi-Fi would work for a while after reset. Then drop out. The thing was I could stream TV all day long through Ethernet but Wi-Fi no go. Now running perfectly on EE router. Waiting for shell to compensate for on off service since 08/11 and a small fortune in mobile data as we all have very little on contract and bought loads as we use Wi-Fi at home most of the time. I’m stuck for 18 months. If I were you I would look elsewhere for a service provider

Appalling!! Was with post office, brilliant but they sold out to Shell. Wish I had left then. Just moved home and as stuck on contract decided to stay with Shell, huge mistake!!! Told them of move 2 weeks before, rang to check day before move to be told no record of original call. Had to wait 2 more weeks and start new contract so stuck with them now another 18 months!!! Got new router and of course it doesn't work!!!! No Internet, no service at all. Complete shambles of a company. Avoid at all costs. Complaints are totally ignored. Rude staff on phone and emails ignored. Government should pull plug on them as Broadband provider.

I signed up,23/11 then cancelled when I found out the 14 day cooling off period ends before I was due to go live! 8/12.
I did sense customer service genuinely wanted to help, but I'm not staying without a valid (to my mind) cool period especially as Shell are not in the Ofcom compensation scheme