Shell Energy Broadband Home Broadband Reviews

I thought I would change full fibre provider to shell energy broadband as they were cheaper.
What a complete nightmare!
I created an account, sorted out the direct debit details and received all the normal type of confirmations online which one would expect.
I waited for the go live date and activation code which never arrived, the live chat on the shell website always seemed to be unavailable, no emails were responded to so I contacted them by phone.
The first customer representative on the phone didn’t seem helpful and told me to wait another 24hrs before contacting them again, which I did.
The second time I contacted them, the representative was very helpful but unfortunately this is when I was told that my broadband with them wasn’t going to happen because my current provider BT had seized the line! whatever that means.
I contacted BT about this Seizure and they said shell energy had left the change over to late to happen and that in 24hrs my broadband will be cancelled by BT
So I will have no broadband for several days until a provider can provide the router and new contract.
So much for an easy seamless change of providers.
Feel free to draw your own conclusions from my nightmare experience.

Poor service and even worse customer service. Keep insisting to send the router back even though we returned it. Regrettably we didn’t have proof of postage so paid the 35 pounds they were asking, only to still be harassed by emails for further payment! We are currently still being harassed by them, and will be possibly seeking legal advice regarding their continued emails asking for payment. Customer service is unable to answer the questions or resolve any problems, and in general are quite rude. I have since changed to another budget broadband provider, which is albeit 5 pounds a month more expensive, but worth every penny to not have to deal with a company that employs bullying tactics.

appalling service if your looking for broadband DO NOT GO WITH SHELL,look elsewhere,shocking customer service,broadband signal is terrible constantly disconnects,speed is nowhere near what it is supposed to be,constantly disconnects worst broadband service i have ever had

No broadband - end off. I was transferred from the PO - and have not had reliable internet since (over a year now). I was actually 'conned' into upgrading my package - now I havent had any internet for a month! It is not possible to contact Shell or to get a response from them - avoid at all costs - unless you just want to donate your money to them.

Diabolical in every respect.They tried to tell they hadn't received my router 2 months after it was returned with a proof of post office receipt. I was in credit when I left Shell for a better service but I again had to ring Shell as they were going to deduct the £35.00 from my credit cheque then whilst on the phone an adviser wavered the £35.00 as they had received the router.
This morning they did the same to my Mum leaving her so distraught saying they hadn't received her router from when she returned it at the back end of August. She rang about a credit cheque and they said it would be upto 10 days after her initial call on 19th October which today 14th November she still hasn't received it.I rang on my Mum's behalf and again they waivered the £35.00 for the router and her credit cheque will be with her within 10 to 12 days. They wanted my Mum to send the proof of posting receipt for the router because her word wasn't good enough She's 81 years old why would she tell them she'd returned the router if she hadn't.
Rude advisers without any compassion.
Honestly they should never of taken over the Post Office homophone and broadband. Shell are not fit for purpose. Avoid at all costs.
So pleased my Mum and I now get our homophones and Broadband from a much better company.
Shell Go Do One.

Wished I'd never changed, slow , keeps dropping out customer service is non existent.their service not only effects my streaming etc but also security cameras etc

My internet connection was absolutely appalling, it kept disconnecting from the internet to the point that after *many* phonecalls to Shell they sent out an engineer.
The best he could do was to make a second frequency available to connect to and that kept dropping off too!
Do *not* go with shell if you want a good internet connection!

I don't want to waste your time, I will just advise you to read the other reviews and go elsewhere.

Terrible service, always on hold, lack of support.

Service drops out all the time. No customer service,almost impossible to make contact...then no help.it was fine with Post Office.

My broadband account with the P.O was changed over Shell energy,the contract expired end of July 2022. Icould not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router.I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman.

My broadband was transferred from the Post Office to Shell and I can only describe this company as not fit for purpose.
Due to the area where I live I can only have the standard package, which was fine when I was with the PO, but not now.
The download speed over the last month has averaged at just under 6mbps and the upload 3.5mbps
I cannot watch catch up on the tv without constant buffering, during work meetings I have to turn off my camera, or drop out altogether.
I have spent hours trying to get to speak to them on the phone, but no luck, the online chat is not working more often than not.
The whole experience is very frustrating. I wouldn’t recommend Shell as a broadband provider to anyone.

Useless. I am still being sent arrears statements when 3 months credit agreed for customer retention sb
Scheme. Take at least 45 mins to talk to anyone on phone.

Do NOT go with Shell. I have a small 2 bed flat and the wifi reaches 1 room, and disconnects with every device (and TV) that should be connected on a daily basis. I am now spending every day reconnecting things, resetting the router etc and I can no longer work from home. They also have terrible customer service and wouldn’t allow us to cancel despite the internet literally not working?

Our previous provider was Vodafone and we had no issues whatsoever.

Worst internet. Takes at least half an hour to talk to anyone. Had BT come out twice and charged both times for their issue even after I was told I wouldn't be charged for the second call out. Charging me £35 for the rooter and ignored my cancellation requestion from October. The whole service is shocking and no thought about their customers. Their online chat service has been offline for months.

The work service I have ever had in my life. I was sent a broadband that didn’t work. I phoned Shell and informed them . I then sent the broadband back and for the last 7 months they’ve been harassing me saying I owe them £350 for a service I never used and a service I sent back. It is now starting to affect my mental. I can’t handle the threats anymore, I have called them to try and resolve the matter but nothing seems to be getting down about it. I would not recommend this company at all. My life has been a living hell

45 mins on hold, to be told by an agent to turn off my modem for 30 mins. Really, so you can cut the call off? It didn’t work and in the evening, after returning from work another 45 mins call which didn’t get answered. Btw the agents work 1 day a week in the office. That sums it up, checked out! Still living in 2020. The broadband was pretty reliable, until it wasn’t. I know Shell doesn’t have a great reputation but why would they sully even that.

This is what happens when you leave Shell.
Broadband contract expired 7 Aug. Confirmed by Shell email 8 Aug.
Further £22.99 taken 31 Aug. When queried told would get refund within 10 days. Did not happen.
16 Sept received final bill with credit balance of £21.94, payable 4 Oct. Told would get refund within 10 days. Did not happen.
13 Oct told refund had not been made because I had not asked for it but I would receive it within 10 days. Did not happen.
25 Oct told refund had not been made because the account had not been closed but I would receive it within 10 working days. Did not happen.
2 Nov told that a manager had approved the payment 2 days earlier and it was cleared for paying.
8 Nov still not received.
I feel that the identical 10 days promises by different employees suggest a company policy not to pay overcharges. Different employees all used different reasons for non-payment. Other comments on Internet review sites indicate similar actions are standard. Twice I asked to speak to a manager but was told that this was not permitted.

Terrible service. Slow internet. Impossible to contact support, very difficult to cancel (even out of contract). Avoid.

How on earth this outfit calls itself a utility company is beyond me. Honestly I could write a book! Incompetent doesn't come close. I would advise everyone to keep well clear of these idiots