Shell Energy Broadband Home Broadband Reviews

Worst company imaginable!!! Everyone please avoid

Not fit for purpose, then u will be told u have to buy out the contract AVOID AT ALL COSTS. there is bad and then there is shell, should be called shit not shell

Shell overcharged my account,2 months later I’m still waiting for a refund,I’ve spent a considerable amount of time on the phone to no avail, please avoid this company, the customer service is beyond a joke

Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn't.
I've called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I'm on the line for 40 - 50 minutes, most of it 'on hold' waiting to be transferred to their 'Retentions Dept'. On 3 occasions, they've offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
To be fair, their broadband has been reliable, so I've not had to deal with their customer 'service'. Now that I have, I can see why so many others give it a good slagging off.

Awful company. Broadband is patchy at best, speed is NOT what is advertised. Sometimes you can generate 10MB connection speed, other times it just falls out completely. Web pages don't load properly, pictures and message interaction is a nightmare.

Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.

Tried to cancel but they put every barrier possible to delay you and thus fall out of the cooling-off period.
AVOID AVOID AVOID.

Finally received my Ombudsman cheque today after a period of hassle lasting 6months. Unanswered phone calls, on line chat and emails unanswered just when mu landline developed a fault and they became uncontactable what a shower they have proved to be.

Such a bad costumer service ,such a bad experience i had with shell just in 4 days never more .they are not trustworthy.

Best bad broadband for UK

Worst broadband I have every had. Cant contact as they make it impossible to speak with someone so used email to communicate and told my speeds are as they should be. I only stream but have no confidence that I can watch without constant buffering so have lost confidence completely. Should come with a warning when a company is this bad. Currys pc World should cut all ties and I will put this to them next time I am in the shop, sold a contract that will waste 18 months due to bad connectivity

If I could give minuses I would. Their service is appalling and customer service non-existent. They're still chasing me for router return and this month's payment. I left them on 27/6 after they ignored my complaints for 4 months and the router has been returned. It was ex PO, so no use to them anyway. I had to deal with all their crap at the same time as my sister received a terminal diagnosis and died on 1 May. AVOID AVOID AVOID.

Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps - at the time of writing this, it is just 9.59 - going to contact customer services today for an explanation.

Suggest dont go with it.. horrible customer service.. never picks the call, long waiting times.. internet keep fluctuating and raised many complaints to date on very low internet speeds to what promised. next time i should go with some service provider not linked to openreach..

Worst broadband I have ever had. Do yourself a favour and never get this broadband it is absolutely terrible and will be changing as soon as possible

Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.

They have been overcharging me for months which they admit.
Arranged for credit for overpayments and a back dated contract
They've done nothing, was promised email confirming everything, no email.
They are a shambles, who have so many underlings, that they have no clue what they are doing.

Don't bother. I'm now leaving.
Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I'd have a call in 2 days. Call them to follow up, was told I don't need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.
I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn't listen, did speed test and said your speed is above your minimum, so not sending new router.

Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.

So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer

After many years as a happy Post Office customer I was migrated to Shell Energy Broadband when they bought the PO - the transfer was chaotic, the billing was wrong and the online account was messy and difficult to navigate.

The I moved house. Someone ticked the wrong box on the order and after two weeks of spending at least an hour on the phone everyday going round in circles unable to talk to anyone that could deal with the problem, waiting in twice for BT Open Reach even though there was nothing wrong with the line - it was always an internal order problem - still nothing. Everyone promised to phone me back, only one person ever did.

In the end I had no choice but to move to another provide; Shell didn't get me connected at all, but are now trying to charge me £110 for leaving the contract early.

Very stressful to deal with - the Shell system cannot cope with any problem even slightly out of the ordinary.

Cannot recommend them.

My mother upgraded her broadband and Shell asked that she return her previous router, promising to send SAE packaging. It never came. She chased. Ditto. She'll charged her £35 for not returning the router, so she chased and they promised to refund and send packaging; they didn't and refused to refund. Its a catch 22-they won't send packaging, so are fining my mother for not returning the router. Utterly corrupt. Avoid Shell and go for another provider unless you want to be charged for not returning your old router irrespective of whether you seek to do so

I made 2 phone calls today to shell energy, on the first call I was put through to payment department only to be subjected to 2 females with foreign accents having a conversation shouting, laughing and swearing at each other. I understand the department was in Lancashire.
Do not expect to be subjected to. this kind of customer service. Not happy at all

My query was resolved on the second phone call very professionally and politely.

Ive had this broadband fo a few months now,and im not happy,i need to reset every day, it buffers and cuts off through watching anything. Do not think of having shell energy as a broadband