Shell Energy Broadband Home Broadband Reviews

The broadband is fine once you have it, but customer service is terrible. When I signed up for Shell broadband in 2021 the customer service was excellent. I don't know what has happened since but having to wait over 40 minutes to renew a policy is ridiculous.

3rd attempt to do review of appalling service, each time it crashes before I can submit

Warning du not go with shell I was left with no internet for four weeks that du not answer e mails or letters it cost me over forget pounds in phone calls it takes forte minestrone to get to talk to a person and then nothing is sorted, it cost me sixty five pounds to canceller the contract an over forte pounds in phone calls I’ve now moved to talk talk the fault was on my phone line that soted it out strate away this is a lot of money for a pensuner

I switched to Shell Broadband a month ago, and although the broadband has been faultless, I have had a problem with my landline not working. I have spent most of today talking to Shell Customer Service and then the Technical Team, and they have done everything possible to help solve the strange problem without having to risk an OpenReach fee. Multiple remote testing has shown the fault seems to lay with my broadband cable, and they are sending me a new one to try. If not, it will be the router. I have never come across a company employees who are so willing to go the extra mile. Whether we get a conclusion are not, I am so impressed.

Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.

Can’t log in to my account, currently on the phone to sort my extremely low broadband speed still trying to sort it after over 2 hours on the phone, I asked them to call me back after an hour as I was incurring call charges, I was a post office customer and wanted to cancel as the low b/band was affecting my home business to be told I would incur a £174 fee by Ian, my contract started 11 days ago I should have been in my 2 week cooling period, really disappointed with shell

Absolutely ridiculous excuse of a company! They tried to charge me £84 for a missed engineer appointment which I was in for. I spoke to so many people through live chat and by calling customer service and they kept saying it was sorted but nothing got sorted. This issue started at the end of January and has just about been sorted today. They said all they could offer was an apology because of how disorganised this company is. Avoid!!

Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.

Immediately after migrating from PO to Shell, I lost the ability to receive calls, thats when the problems started, Unable to communicate, keep getting replies saying I am unrecognised though. Now migrated elsewhere but the problems still keep coming, it seems I am now required to return the router but where to? if anyone knows where these routers should be sent, please tell me. Money Claim On Line looks a decent bet to get back my sanity.

Appalling customer service! Since they have taken over my broadband they have repeatedly sent threatening emails about an unpaid bill, which simply isn’t true. I have a long standing direct debit.
I have spent two weeks trying to contact them via phone and email with zero response. Do not sign up to their broadband service - they are utterly useless.

Having being moved from the Post Office for broadband & land phone, shell energy display a diabolical level of customer service, telephoned 3 times today & no reply after waiting 20, 22 & 25 minutes respectively! I am not happy.

Be aware before signing up! Transferred from PO after 15 years with them. Customer service terrible. Can't get to speak to right person after waiting ages on the phone. No response to email in 3 weeks. Contract expired 6 weeks ago and they are now charging £40 a month for calls and 3mbs broadband because I have not taken out new contract with them. Signed up to another provider but Shell have refused to transfer my phone number three times even though Ofcom say that they should. I am now having to change my number to get away from them.

Once you join them that's it. Impossible to get through to customer service, probably poor service is why every day 'we are experiencing high volume calls'. No reply to email and online chat didn't work :{

AWFUL!
I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.

I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)

I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.

I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)

DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.

THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!

AVOID.

Appalling. Still sending paper bills although I have ceased using any of their services. Robotic system for phone contact

Have been migrated from Post Office last week, all seemed okay until a day later. Can no longer log on to the server, cannot send emails, lost the phone line for 3 hrs, and after 3 customer service people and 2 hours later have been told they have a problem. What a surprise, UNDERSTATEMENT of the century, what a complete bunch of clowns.

Avoid at all costs. I was migrated from PO broadband. I've never had a problem in 5 years. I now have slow speed broad band and literally no phone. I have tried ringing customer services but there is no answer ever. I've sent numerous e mails and a letter.
I would get out of my contract but it won't let me log in to find a way to do it.
I have cancer and really can't believe how upsetting this all it. I just hope everyone avoids this terrible company

Broadband went down at 10pm last night.
It briefly connected this morning but has been off now since 10am.
Despite saying c/s is open between 9am and 6pm on a Sunday when I called was told they are closed.
Abysmal service

Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier

In all my business life Shell Broadband is the worst company that I have ever had the misfortune to deal with. Ex Post Office customer and well satisfied with them. Shell took over and no e-mail for 6 days. Put on hold for over an hour after spending 30 minutes getting through. AVOID THIS OUTFIT!