Shell Energy Broadband Home Broadband Reviews

The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!

They stole a month off the PO account we had.
Average wait for poor contact service an hour.
Email arrived on same day apologizing that it was late.
TOO LATE TO CANCEL ORIGINAL CONTRACT

Cancelled on same day as taking out new contract after yet another run around trying to speak to billing.

This company is a shambolic waste of space and you should avoid it completely.

I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!

I've been forced to go to another provider and had to pay an early exit fee for 289.00.

Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.

Terrible customer services, no the worst I've ever come across!!

DON'T TOUCH SHELL WITH A BARGE POLE

As of February 2022 my account was 'migrated' from the Post Office to Shell, however the data was incomplete and did not 'migrate' recent payments made by myself to the Post Office.

The result of this is I have received 5 letters from Shell threatening to terminate my broadband service for non payment.

I have written 16 emails to Shell, several to the Post Office, I have sent proof of payment via bank statements and issued two formal complaints.

On one of the many calls made to Shell I was put on hold by customer service for 1 hour and 30 minutes, to be greeted by a different agent who thought it was a new call.

All of the above has been completely ignored, I have been batted back and forth from PO to Shell and vice versa with neither willing to take ownership of their errors.

I have received five emails from Shell telling me my 'complaint has been closed' despite the fact nobody has contacted me and no 'resolution has been discussed or agreed, Shell think it's ok to close unaddressed complaints

I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!

I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!

Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.

AVOID!!!!!!!!!

Interesting to read the comments on here that reflect my own experience. Several years with PO Broadband with no problems. Now Shell have taken over and a few months later I am suddenly having intermittent speed problems - my normal speed is 35Mb/s but it is dropping to about 0.2Mb/s.

I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service

The worst company I have had the misfortune of dealing with in over 50 years. Avoid like the plague

SHell broadband ( take off first letter) - was with Postoffice before and was very satisfied.now the service has been taken over by shell, internet speed has slowed right down and i am unable to send emails.
If service does not improove, will be forced to seek new supplier !

Terrible service for shell energy broadband customers. Eternal long contracts where you have no rights in terms of speed, which is far below the contract and what they promise. You can’t even cancel without hefty cancellation fees even if you are moving home where the service is not provided. You call service and all they want is to screw your over. Been trying to get rid of them for ages. I returned the router asap and paid for the usage I had. I also submitted a formal complaint and there is no mercy, no help when you wanna leave due to all this shortcomings. Avoid!! If speeds are slow they don’t care and charge! I wish they would let me go without further trouble and hefty fees when they provided awful internet for months and they still punish the customer. Horrible! Avoid at all cost.

Pathetic up & download speeds. Paying for 35mbs download speed, receiving 1.5mbs for approx 20 hrs @ day. Up to 4 mbs for the other few hours.Impossible to watch video content. Emails fail to send. Often unable to do BB speed test because of slow speed. Cust Svcs slow to respond and try to blame everything but their own service. They expect customers to pay for engineers even when it is them at fault. Buffering as I write this. It may not upload. It dropped out again. I am stunned Shell have achieved an average of 2 stars. Somebody somewhere is being generous!

Crusty with Shell energy and decided to try there broadband,Big mistake. Made the order and received router approx 30 days later and at that point new that it not suitable and no where near the BT service I had moved from so I cancelled within the 14 day cooling off period but was told my cooling off STARTS from my phone booking and they are charging me £287. They will not budge on this even though I cancelled on first day of receiving router. The land line does my work stop after 6 days of telling them and the broadband is slow or not possible from room to room. Please don’t be caught out like me. Avoid Avoid Avoid.

Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved

Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service

Never have I met such a totally inadequate customer service. Used the on-line chat-uselessm, was told I needed to ring. Spent hours listening to music, then told I needed to speak to Customer Service - that was who I had just rung !! That would be another 25 mins. at least. Never known such atrociuous service. I will make a claim for my wasted time.

Oh dear on phone sorry to keep you waiting over 1 hour and still waiting will be changing as soon as the post office contract is up.

Just been on the phone for 44 minutes listening to the worst music I've ever heard,I called the cancellation phone number, got through eventually and was told that he could not cancel my contract had to speak to another person who has or theorisation, this was Friday 4.30pm they don't close until 8pm but I was told someone would phone me on Monday, what crap service

Disgraceful company. Took over my Post Office broadband (I never had a problem in 6 years with PO). Shell cut me off straight away, blamed a cable for it. Made my buy a new router, exactly the same as the PO one. Didn't work. Said I didn't know what I was doing and was plugging it on wrong (!). Still awaiting compensation. Every time I speak to them I have to wait 45 mins on hold listening to their vile music and adverts. They have missed the March billing date for PO customers, so we will be charged double in June. I want to leave but I wonder if they're going to try and ruin my credit record and send the bailiffs round for non payment of non existant bill. The most disgraceful company I have EVER dealt with (including Talktalk circa 2008) and Vodafone. In fact, it's an insult to put those two companies in the same feedback as Shell. I cannot wait to get away from them, and yet I'm afraid to leave. They are pathalogical liars, they say they're going to do something, and just don't. WHy should they, I'm only some crappy PO customer that was forced on them. If only I'd read the reviews I could have avoided the horror of dealing with this vile company. Unless you really are stupid, don't go anywhere near them, don't buy their expensive petrol either. That's all they're good for - pumping gas.

Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.