Shell Energy Broadband Home Broadband Reviews

Worst ever and I mean ever, enough said

i was taken over from post office who were very good-shell customer service does not exist,it takes aweek for them to reply to a email,there bill management is incompetent and VERY aggresive-ime changing providers asap

Changed to new contract supposed to be 19/10/22 did not have any Internet for 2weeks kept ringing 1hiur wait till anyone answered. Said line could be faulty. Openreach would come and check heard nothing after taking time of. Needed Internet since husband connected to hospital. Kept phoning then they said it was router. Sent router out still didn't work. Phoned again said they had sent wrong router and would put in a complaint and some would phone 31/10/2022 guess what no one rang. So waited again router said they would send it by dpd since urgent came by post. Rang again said someone was phoning 2/11/2022 still no one did. So rang again 3/11/2022. Asked to speak to a manager got told they can't put you through policy. So he spoke to him said he couldn't ring for 48 hours since he was busy. Asked if he worked Saturday said no so how can he ring. Chap I got was working from home could hear cat in background I asked him if he was and he said yes. Still waiting. Do not go with this company. I was transfered from post office

A bunch of inept, incompetent crooks. Six weeks so far of internet dropping out over 50 times per day. This is despite two engineers coming out and 11 phone calls. Heaven knows how much time has been wasted here. Finally managed to cancel but but compensation despite clearly not delivering on their side of the contract. Save your time and energy and go with any internet provider other than Shell Energy. You have been warned …

Got sold over by post office broadband.
Service went down hill, no connection for days, email telling my new price, then billed roughly £10 more.
Website is useless, trying to contact them is unnecessarily difficult.
Avoid them.

The actual WiFi itself is no issue. The issue is their completely incompetent staff. No problems cancelling the contract (shocker) - that was October.2 different staff members had confirmed that there was £47-something credited to my account and a refund of said credit would be paid on the 2nd of November. It has not. Talking to their customer services was like talking to a wet leaf. I went round and round in circles only to be told that there wasn't an account in my name,so there was nothing credited to said account and whoever had said there was, shouldn't have because my credit was 0 despite one worker saying I could use the credit on my account to pay for a different broadband deal if I wanted to (I havent). Not only have they taken whatever was on my account, they've also tried charging me £35 for a router I've already sent back??

Truly awful "customer service"....if you can call talking to a brick wall customer service

Appalling at every level. Avoid like the plague.

Customer service is appalling. I had to cancel a home move for my elderly vulnerable mother who relies on an emergency care line. I called & explained she was no longer moving, told them to undo the request to cancel the landline & broadband. I had confirmation on the phone this had been actioned. I followed this up with an email 2 months before cancellation was due to take effect. This was not actioned & service was cut off leaving my elderly mother with no emergency line or broadband. I rang customer service eventually answered then promptly cut off. Didn't ring back after 2 attempts requesting callback. 4th attempt I waited 1 hour & was passed through 3 depth, only to be told she would have to ring sales to get set back up & it would take 2 weeks. Absolutely disgraceful. Their error but take no responsibility for it. I would not recommend this company for broadband. I have spent hours over the term of my mother's contract sorting out issues, this isn't the 1st time they didn't action a request on their helpline.

shocking in every sense of the word robbers and scammers to say the least, i wish i`d have read reviews before purchase because i would have ran a mile, locked into dreadful contract service and customer services are beyond a joke,

By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.

Shell is a terrible company admin wise...they don't provide customers with confirmation of over the phone 'bartering' when customers consider leaving. My first year monthly charges were £23.99 but I managed to negotiate £21.99 for the next year. That was simple enough to me...but not Shell - who continued to take £23.99 off me until I pointed it out...then the £21.99 suddenly became £22...every penny counts Shell....if you had integrity it would be better, but you obviously don't. I finished my account on the 12th September and am still waiting for a refund cheque as I had to give proof of postage for the router...appalling treatment of customers.

Transferred from "mypostoffice.co.uk" in takeover. I've been overcharged and ignored when complained via email, but eventually reimbursed. Until my October bill:- notified of charge but unable to download and print bill despite constant failed attempts. Excuses: "Oops something gas gone try again later" "Sorry wrong password". "We are very busy try again"

Moving house, and have been kept waiting for a ridiculous amount of time on the customer service line. The same line asks for you to describe your issue, but then has no option for home moving.

Added to all that, the broadband is unreliable and keeps dropping, the online account doesn't work half of the time. Avoid!!

I have spent the best part of 6 hours on the phone. I was awaiting a hub which has never been ordered. Been put through to every department known to man. None of which have been helpful. My current call is now 1hr 15 mins awaiting the retention team even though I’ve never been a costumer

The worse company in everything customer service, connection and dealing with problems.
It's been over a week with no Internet

Ended account as put up pricing during a fixed term deal without consent and after cancelling and returning router was charged £35 even with proof of postage.

Trying to ring this billion pound company is a joke in itself. 30 minutes to get an answer whilst being referred to the online portal or app - which failed constantly to loan.

Avoid this company like you would Covid.

Have shell broadband which took over post office broadband. All was well with po broadband then broadband got slower and slower so gave up logging into my emails then shell took over , utter rubbish threatening to shut email down , yes I dnt use it because it’s too slow takes 45 mins to upload the page , then my father has the bill in , bill due 21st October 2022 received letter 29th october2022 , I recon this company sends bills out the day they are due in bulk for Royal Mail to deliver , got three threatening txts from shell pay up or else , how they got my mobile number I never know
Signed up BT , if want hub back I will not be paying the so called £35 ! It was free from post office anyway !!

I did email them 7months ago te cancel my broadband contract even called them they still keep sending me bills until this month over 100 pound I did switch to a different broadband provider 7 months ago what a cowboy company are they my god i think i have to go and meet my solicitor

As with most customers, I was originally with Post Office. Had no major issues for most of the time. Even got a 'good' deal with new contract.
Something must have change in September.
Now cannot access my bill (it should be zero), technical issues says website, try later.
Ten days later still no bill. Tried their chat service but that not available.
So I emailed threatened to cancell. Within 10 minutes someone from their customer service phoned me. According to her manager my issue had been sorted. It hadn't.
I may still cancel.
On the router return problem people mention.
When the router was originally sent it was s "free router" and I had to pay postage to receive it.
Thus if it was "free" then it is mine to do with as I like.

was moved to shell from post office, I pay quarterly but bills arrive 2 ays past paying date, customer service non existent, no response to email, online account never avaliable, they seem unable to get my bills to me on time but can get threating letters about non payment to me two days past due date !, how can I pay on time if like last bill dated 6th october arrives 22nd october?, if you reach customer services they say they will put you through to someone who can deal with my problem and then hang up, total waste of time, should not be allowed to trade.