Shell Energy Broadband Home Broadband Reviews

Appalling customer service, they cancelled my broadband by mistake and I had to call them to fix it, no communication, no apologies, nothing. Long wait times on the phone, incompetent staff to say the least, will never use their services again.

Disgusting provider, really need to stick to fuel
Had my broadband with them for over eight months
Extremely poor service from broadband and also from Customer Service don’t get this broadband provider not helpful. Keep you waiting on the phone for 45mins . Only to be told if you want to end contract as service is so bad you need to pay but they’re not providing the service you signed up for disgusting provider, keepaway worth paying a little extra I’m going to more reputable provider

I left the company 3 months ago. I have sent the router back although the company sent me emails telling me they have waived the router fee. Although I felt I had to return it as I did with confirmation they are still hassling me over this. What a useless company. Completely wasting my time and thi4biwnboaoer. They have no cinnubitlcatiin within the company amongst themselves creating a bunch of problems for their customers months after leaving. Can't recommend something I wouldn't even touch with a stick and rubber glover. Avoid at all cost.

was originally a Post Office customer who gave excellent service, however my contract was taken over and prices rose so I cancelled in August, they asked to return the router so I asked for a tracker label which I was told they would email to me. The label never got sent, rang again September asking for label, after speaking with 3 agents, 2 of which put the phone down! I spoke to an agent who said they would supply the label, again this never arrived. In the meantime I received a letter stating I would be charged £35 for the router. Back on to customer services I went and finally got through to a helpful agent named Amesh, and the label arrived. I posted this on 03/11/22 (this is how long it had took to get someone to actually listen). I went to withdraw money from my account on 18/11/22 to find that they had taken £35 charge from my account for not returning the router even though I had cancelled the Direct Debit as my services had ceased in August, so again onto customer services, the first operator cut me off, the second was given details of the proof of postage. I am still awaiting my refund. I would rather be without internet than go with this company, absolutely appauling customer service, no consideration for clients or their situations, it appears they are making a small fortune for charging people for non return of routers, dodgy as hell!!

Avoid at all cost

Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn't wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn't.
I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs's has been a very poor experience.

Don’t bother with them, they lie!
Engineer failed to make the appointment despite several reminder texts from them making sure that someone would be in. Partner took valuable time off work for no one to be bothered to contact us or turn up. Their customer service don’t care, they take no responsibility & pass you on to a different department that leave you ok hold once they have took your details. I could have gone with any number of providers but chose them following a swearch on MoneySavingExpert. On paper looks a great value deal. The reality is stark contrast. They are useless & don’t have the decency to answer calls or resolve issues

Where do i start? We were taken over from postoffice. As if overnight our broadband was slower and dropped out more often then not for days at a time (many open reach visits and 3 new routers).

The price rise came and i saw we could exit without fees so i decided to get out of the conrtact while i could (it was a bit of a god send especially when i was getting such a bad service anyway)so i switched, found a much better deal with guaranteed speed in my remote area.

And when i informed them i had switched i got this haughty customer service agent tell me 'you cant do that, your in contract. If you leave it will cost you' i explained im leaving because your upping the price in a fixed term so wont need to pay and fees becuase it was shell breaking our contract agreement. Needless to say they then preceded to try and charge me and my new provider exit fees. Luckily my new provided managed to nip that in the butt quickly.

Then we come to now, i switched got my final bill and i owed £0.00 and my new contract started on the first day of my billing month. I had to phone up on 5 seperate occasions to get a return lable sent to me to return the router. Eventually i got the label and returned it. But because they messed about so long i got a second final bill with £35 charges for non return of a router. I checked the tracking via royal mail and found it had been delivered 3 days after i posted it. So i phoned shell and told them id returned it and gave them the tracking, date they received it and the time. The agent said they had wavered the fee.

6 weeks later ive had two more threatening emainls demanding payment for the router. I spoke to an agent today and was told that there is no charge,the fee was wavered and i shouldnt be receiving any emails. Then tried to tell me i must be reading the bill wrong. Well when it states in big red letters £35.00 debit needing to be paid by December i dont think im reading it wrong.

I was told i cant speak to a manager or supervisor and i need to just 'ignor the emails, because they will stop Eventually'

So my advice? Just dont touch this company, the broadband is slow and choppy. And the customer service agents took nearly 6 sweeks to email a lable to me. They just havent got a clue.

Terrible,sadly I took advice from comparison website. Drops out most of day. So slow it's like dial up from the 90s.
Hours spent on phone going round in circles tech support useless. Avoid this service if at all possible.

If I could give them zero for all of these ratings I would. Impossible (literally) to cancel even out of contract with NO service.Under 1 Mbps if it even connected.

This supplier is an absolute waste of time and money.

Appalling service in every respect, forget any help from customer service. I would highly recommend to stay away. I will never return to Shell.

Was a post office customer thrown to this incompetent company I have never had a worse experience with a company start to finish no one knows what there doing, cannot answer a simple question when asked maybe other are lucky I had sleepless nights, rang four times one day four different answers to same question

was okay with post office. utter dog poo now. no helpline on sundays. will leave. and its a post office router so they can fk off trying expecting me to return it to them as it is not theirs. just read the other reviews and avoid. i did not ask for this change either.

TOTALLY INEPT! My mother has had no phne line sine they cut her off for essential works on 10th November. She has a pay as you go phone and has used all her credit trying to call them. I was on hold in total for over an hour being passed from one imbosil to another hung up in the end due to my phone bill. Get you act together Shell and fix my mothers line NOW! 86 years old nad no contact service available shame on you bunch of inept idiots!

Terrible service, slow speed, constant breakdown in email account !

New contract for my 90 year old mother who has dementia and severe memory issues. Broadband was installed for the sole purpose of setting up internal monitoring in her flat so family members could ensure she was safe and well. Decided on a Shell package with home phone and broadband as listed on the MSE website back in August 22. This has honestly been my worst decision ever and would strongly advise anyone NOT to go with Shell, especially as their "customer service" is absolutely diabolical. Ironically my problem lies with the phone line as the broadband has(so far) been working satisfactorily. From the point of activation the phone line ceased to operate. Outgoing calls cut out after entering 3 digits, incoming calls didn't ring on the handset. There then followed 3 months of infuriating and lengthy holds to Shell customer services plus a multitude of complaint emails with various agents suggesting frankly ridiculous solutions. All that was needed was to get an engineer out to the exchange/green cabinet and check the wiring. Two booked engineer visits went by with no one turning up. When I complained after the last no-show the agent decided to book a further appointment and classify my mother as a "vulnerable" customer. This engineer actually turned up, called me from the now working land line and advised that the wiring in the cabinet was not connected to my mother's landline. This 5 minute fix took three months to happen. Case closed but no apology or credit for lack of landline. However, have now received bill for two engineer call outs at £60 each, one of which was a no-show. Don't think we'll be paying these as problem was outside the home. Shell, stay well clear.

INEPT is all I can say about this shoddy company- turned my 86 year old mothers phone off since 10/11/22 still today no service - she has pay as you go mobile has used all her credit trying to call them. I have been on hold for over an hour being passed from one imbosile to anothe TOTAL DISGUSTING CON MERCHANTS _ ROBBING ELDERLY PEOPLE- SHOULD NOT BE N BUSINESS - SHAME ON ALL OF YOU USLESS IDIOTS!!!!!

Tried to sign up online but had an error saying my phone number wasn’t recognised with my address so called to sign up. Thank goodness i did as their customer service is just appalling. Rude and bored sounding person on the other end who tried to tell me I didn’t need a landline then when I said I did told me about a much more expensive product and said that was all I could have. I asked her to clarify and she told me I couldn’t have any package and hung up!! Honestly dreadful. Avoid avoid avoid.

this has got to be the worst company i have ever had the misfortune to get involved with i suggest if anybody from shell ring you hang up i have spent months of phone call sorting out a bill that I don't have DONOT TALK TO THEM AT ALL

This company is shocking! i was a post office customer and was moved to shell energy. I have had problems from the get go with the broadband and payments, i've wrongly had a block put on my wifi every month, customer service could not give me a reason to why regardless to the bill being paid. They also charge you £65.00 to spend someone to look at the wires outside, I would avoid this company at all cost they don’t even provide you with broadband.