Shell Energy Broadband Home Broadband Reviews

The worst package I have ever experienced. Slow connection and definitely no way of contacting them as they don't answer the helpline. Useless

I am sending this review on behalf of my Father in Law WHO is 90 YEARS OF AGE, he has never had broadband in all his long life, he had a post office phone which was ta k over by shell, he decided to have his phone removed as he never used it,shell are now sending him threatening letters demanding that he must return their router ( which he never had) now they are saying that they will remove £35 from his account (ILLEGAL) because he hasn't returned this item that he has never had.
We have rang them 3 times and they AGREE that they have never supplied broadband to his property, but yet these threating letters STILL turn up.
What a disgusting company and if they carry on in this matter we shall not hesitate to SUE them.

The worst company I've ever dealt with. Avoid at all costs. I'll be switching providers and cancelling my direct debit with immediate effect

Lost my phone line last Saturday, broadband had also been very unstable prior to that. Called up and wa given option of callback. They returned the call a couple of hours later but hung up as soon as I answered. Sent them an email, and have been emailing every day since with zero response.

Terrible Service for just about everything! Experience frequent "drop-outs" and very slow speeds.Intetnet radio disconnects.Extremely bad customer service. Take far too long answering calls only to be disconnected. Unable to view bills and make amendments FOR MONTHS. Definitely not recommended even at their competitive prices.

Shocking customer service bills wrong,
my account on the website always says the site is under maintenance, customer services closed at 7.00pm even though they say they are open until 8pm. I talked to 3 agents today who could still not solve my overcharged bills. I want out so will pay the leaving charge. Stay clear of this lot!

Contract expired 17 August. On the 31st August a further month payment taken, was told would receive refund in 10.days. Not received. Received further statement 20 September showing credit of £21.94 and was told I would receive it in 10 days. Not received. Have again been told today that I will receive it within 10 days. Asked to speak to manager but was refused. On completion of contract was told to return Router or pay £35, sent 5 emails, spoke to 2 staff and 1 webchat before receiving one. Sent back on 20/9. October received bill for £35 for non despatch. Spoke to someone who eventually confirmed it was received 22/9. How can a company such as this be allowed to operate as a communications company?

This bunch of incompetent, inept idiots took over my fathers broadband from the Post Office. Due to illness in July I cancelled his contract and was told that 13 days of his monthly fee would be reimbursed STILL NOT RECEIVED. A month later they reopened his account and took £40, raised the issue with them, guess what STILL NO REFUND. On 4 occasions I have requested a returns label to send their router back, guess what NO RETURNS LABEL SENT. They have now charged £35 for the router, which I couldn’t return as they do not have the capacity to do something as simple as send out a returns label. Look for a bunch of incompetent cowboys to provide your broad back, they’ll still be better than Shell.

Where to start, after having no internet for a week I eventually managed to speak to Shell Energy broadband. On hold for over 40 minutes until I spoke to someone. They advised they would send an engineer out and I would get a text and I had to make sure someone was in between those times or I would be changed £65. My partner has took a day unpaid from work to sit in for an 8-1 appointment only for nobody to turn up, no text to say why, no call. Another 40 minute phonecall later and we have been told their "latest update" is that it could be anytime today or tomorrow. We werent told this until we rang. The customer service is shocking, the service is even worse and I will be leaving as soon as my contract is up. AVOID SHELL ENERGY BROADBAND AT ALL COSTS.

Like others, I was involuntarily transferred from the Post Office system. Broadband is unreliable. I cant pay my bill as neither their on-line or telephone payment services work. Contacting them gets a "sorry, why don't you pay us via bank transfer" !

I have been without Internet for 4 days now. Anytime i call, i have to be on wait for almost 3hours. If am lucky and someone answer, they just take my details and hung up

Was moved from Post Office to Shell for phone line only. Out of order at least once on a weekly basis. Can never get through to Customer Service so have given up. Will be changing provider.

Shambles of a company, engineer failed to show on Friday and now need to wait till Monday , 2hours on a call to be told this ,and also house has a phone line and won't connect it , and I'm a new Customer, looks like I will be using the 14 days cooling off as this is a bad start to any new member ,should never of gave me a date of live if they can't fufill it

Got sold off from post office hate that. keeps dropping out 2 to 3 times a day on average.Never had any bills in email unlike post office then suddenly bill nearly doubled. Contacted them and they said my contract had ended. I told them they had had not informed me but wernt interested. Gone somewhere else. Had same problem with my 86 year old dad. Then they were threatening him charging him for the old faulty router if he did not send it back but he already asked for a return label which they had not. But got that eventually sorted after a few hone calls. They need some customer service training also need to get there house in order to inform people they are going to get ripped off by them. poor service

I have nothing good to say about Shell Energy broadband. Ignore their speed figures because you won't get anywhere near. Customer service is a shambles.

Do NOT use this awful and abysmal sorry excuse for a company
I signed up and had a very slow speed service
I cancelled and moved address in a very short time frame and was just about within cooling off period
They charged cancellation fee which I did not owe so did not pay
They then affected my excellent credit rating by putting £106 cancellation fee debt onto my report
Nasty unfair thieving company with unusable service which kept going out

Very poor I have to reboot the router every day and I can't get any responce from them on the phone I'm seriously considering leaving the contact early dispite the fees

DONT GO WITH SHELL - it should have zero stars. A series of looping automated online systems and a call back system that was designed to call me and instantly hang up meant it was almost impossible for me to get through to make a complaint. When I did I found out that Shell Customer Services is outsourced to a company or companies with employees in other countries who have no interest at all in Shell's reputation or indeed providing a service to their customers. I was given a series of contradictory instructions re returning a router which I had done using the original label provided when I joined 3 years ago. I suspect that the address on the labels then has now changed - whatever I was charged for a router anyway because it supposedly failed to arrive. Four weeks had lapsed and by this time I had lost the proof of sending. To actually send that proof now would be extremely difficult since as above the looping system is designed to make it impossible to fill the boxes to enable you to submit a communication. NIGHTMARE

STAY AWAY! They promised service, in the end Openreach attended and said they could not offer even basic DSL never mind fibre - but of course by then old service was turned off - so now I am without and have been for weeks - and they take days to reply

this company is ok if you dont want online for more than 10 mins, constantly disconnected , biggest mistake i have made ,roll on the next 16 months