Shell Energy Broadband Home Broadband Reviews

Very disgusted with this shell
Had them down 2 days ago and still no Internet well they won't be getting a penny off us waste a time anyone's better by far than these muppets

Complete shambles avoid like covid. Had a dreadful experience from start to finish. Had to go through the ombudsman it's the only way to get money back. They just stop responding on resolver. A shambolic of a service. Full of idiots. Avoid

I have no words. Shocking customer servicev

Terrible service. Tried to phone them about a router password. After 30 mins on phone I was cut off.

Terrible service, cancelled, now cannot get money owed paid back.

My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn't happen. 4 weeks now with no internet, no refund, nothing.

Was transferred to Shell Energy when the Post Office withdrew from the market. Promised a "seamless" changeover with no increase in charges. I was without an internet connection for two weeks and have now been wrongly charged £35. Asked to return my PO router, which I did. I was then pestered with letters reminding me to return the router and finally one telling me that as I had not returned it I was to be charged £35. I checked Post Office Track and Trace and the router had been received and signed for. Called Shell and had the usual 40 minute wait to speak to someone. Finally they answered and agreed that the router had been returned but said that I would be charged for it on my next (first) Shell bill. I explained that if that happened I would NOT be happy. The bill duly arrived and there was a £35 charge for an unreturned router. Tried contacting Shell twice by email - no response either time. I wrote a letter (recorded delivery) to the complaints department, which promises a written reply within ten working days. Eighteen days later and (you've guessed it) still no response whatsoever. Emailed them yesterday (23rd) and as yet still no reply. My next step should they not reply after 56 days will be to contact the ombudsman. The broadband connection has to date been reasonable and I have had no outages. THE CUSTOMER SERVICE STANDARD OF SHELL ENERGY BROADBAND IS DREADFUL. DON'T SIGN UP UNLESS YOU HAVE PLENTY OF SPARE TIME TO SPEND WAITING FOR YOUR CALLS TO BE ANSWERED AND BE PREPARED TO RECEIVE NO RESPONSE TO YOUR EMAIL OR WRITTEN COMMUNICATIONS.

Recently left this company after my broadband was transferred from the Post Office. Lousy customer service and no details on final inaccurate bill. Do not join this company. However, even when you leave it, it does not go smoothly. Really lousy.

Awful company! Took over post office broadband and in the process left my Grandmother with no phone or broadband whilst still charging her, then had the cheek to demand her old post office router is sent back. Now with sky and happier for it.

If you're not with Shell..please don't. I have been on hold for over 30 minutes twice! I cannot get through to anyone at ll. My web entry into my account is not working. I have been overcharged since they took over from the Post Office monthly more than doubled. Don't touch them with a fibre optic barge pole! I would not even give one star...they're just not worth it!!! Absolutely awful! Words cannot express my frustration!

Customer Service is very poor. Constant long wait times and you can never speak to anyone. I will be changing provider once this contract is over.

Waste of time. The only phone line that answers is the sales one. Poor speed, unreliable connection, then we agreed to upgrade to fibre to the door at 1000 mbps only to then find out that what was booked for May 18 2022 gets put back 6 months, no one at Shell has any idea of what we do next.
Our answer is to stop paying and go with BT.

I have been with SHELL Energy Broadband now for three terrible months.
I had no choice because they took over my Post Office B/b account and I could not leave.
I have nearly a year left on this rotten system.
For some reason, it is far, far worse than it ever was.
The Post Office was not good but this is a absolutely abysmal.
Even short downloaded programs off YouTube continually stop with that "Loading" message.
Music videos just stop midway and take over 5 minutes to load in many cases.
I have just tried to watch a SKY NEWS clip on YouTube which is 1 minute 45 seconds long.
It took nearly 4 minutes to load and then kept stopping!
Trying to contact Shell on the phone is totally pointless and Emails get no response.
THIS IS ROTTEN, RUBBISH BROADBAND!
Do yourself a big, big favour and go elsewhere for yours!
Stay away from SHELL, whatever you do!

My 93 uear old farther had problems as regasted blind and a hearing problem.the billing arriving after the payment date
Then getting letter saying need paying now although it had already been paid. after ringing them and a 20 minutes before a response and then telling the customer services agent to stop sending late payment letters. As it you not posting bill out late the problem. still no joy customer service very OBNOXIOUS would not listening just told me to tell them pay by DD not have a problem then will he. and charged £4.85 for phone call to them.

Absolutely useless. My 80 year old mother has been constantly chased by them for payments she has already made and threatened with being cut off - happens every month. When you try and phone customer services they don't know what they're doing - you have to wait over 45 minutes to get through and they usually cut you off anyway. It's nothing short of harassment - I've never known such a useless company

Absolute terrible company. Don't get Broadband with this company, they recently took over Post Office Broadband..... and ruined it. They are a complete rip off. I am reluctant to even give one star, I would give ZERO if possible.

Worst company our send bills after bills and do not listen to there customers they should be closed down

Shell's Customer Service is disgraceful.
They don't operate the 'Social Tariff' as do other providers.
They did not contact me when it was time to renew my contract and since have charged me £47 a month, just for landline phone and broadband.
Their bills are badly set out and they include no email address.I have now ditched them!

only gave 1 star as no option for zero
shocking service wouldnt reccomend cant wait to leave
took over from post office in feb and had nothing but issue and bad service since

We are among the customers transferred to Shell from the PO and NEVER have we experienced such awful service. They do not answer the phone, they do not reply to emails except to say that it could take longer as they are receiving so many - not surprising if they treat all customers so badly! Can't wait to change to another supplier but Shell want to charge £78 as our contract does not expire till September. They do not send bills yet still take payment from our account - is this legal?