Shell Energy Broadband Home Broadband Reviews

Post office customer transferred to Shell energy. Customer service is terrible, by far the worst I have experienced in any company. Called but no answer after an hour of waiting, live chat had no response or automated responses, messages them using messenger which got a reply every 4-6 hours and eventually got a call from customer service. Agreed a price of £21.99 a month + £30 good will payment for difficulty in contacting them. My next bill they took £37.00. Refused to refund so I told them I would leave. Was still in cooling off period so arranged with BT. Now shell energy have sent me an email saying they want me to activate my new account and have set up another direct debit. Avoid them at all costs. Maybe cheap but quality is poor

Transferred from post office and moved home.they offered new contract which i accepted.
When engineers visited,they could not connected to my existing cable and wanted to make more holes on front windows which i did not allow and they left
Upon calling shell,i was confirmed that contract will cancel itself in couple of days.
I called them up today and they want me to pay £350 cancellation charges.
Note: cooling off period has ended 7 days before they sent engineers and we customers have not right if thier engineers fail to carry out thier jobs properly
I am devasated and can not pay £ 350 for the service they never provided.
Please advise

As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.

Not happy at all my internet went down a couple of days ago I tryed phoning customers services up was on hold for an hour and a half eventually got threw. They did load’s of tests unplugged leads did full reset Of router Was told the internet would eventually come back on. Went to work few hours came home still not on. Iam not happy

Awful service and even worse customer service.
If you can get through to someone then they can’t deal with the issue and have to request a manager to call you back( they can’t put you through)
Up to 48 hrs wait which when they do not call you ,you have to wait another hour on the line to request a manger call you. If I could give zero I would

Shell recently has taken over from the list office, had loss of connection for over four weeks,I've sent numerous emails & tried to phone them but no response..Appalling Service

Disgrace no customer service on hold on phone and live chat for an hour .leaving adap

My next door neighbour a 97 year old widower`s phone has been off for over 2 days. We were on the phone for over 4 hours and then her daughter for another 2plus hours in the evening unable to get through to Shell energy .That is unacceptable in my eyes .

Got transferred from Post Office broadband who always had fantastic customer service. I'm not sure this lot have any customer service agents at all. Been on hold for 1 hour now. Stupid music and asking me every 30 seconds whether I want faster broadband. Nope, I just someone to pick up the phone and fix the broadband I have!

AVOID

Upon being transferred from the post office to shell, I now have absolutely no landline connection at all without any explanation or cause! Getting through to them is insanely difficult to boot. I have been on hold now for nearly a full hour!! they simply do not employ enough staff to meet demand.

Garbage. Was persuaded to upgrade to super fast fibre when I moved a few hundred yards. Drops every single day since the start. Several phone calls. Open reach visit. Still the same. Sick of bringing it up with Shell and it not getting fixed. Their own line test today showed speed at 18 when meant to be 40 with guaranteed minimum of 25. Utter, utter garbage response to my issue.

Been on phone for 2 hours waiting for an operator. Don't think customer services for Shell broadband actually exists. If they are having an high volume of calls then they are having a high volume of problems. They have not contacted me in any way about broadband cost or any contract I have to adhere to for which I have not agreed to yet. Terrible service in comparison to Post office

Got moved from P.O to Shell. They took over a week to respond to an email with a cut and paste response not answering any of my questions.Stay clear , don't use and I'll be switching if I ever get through to "customer service".

Broadband is down since last Friday and nobody really cares about it. Shell energy customer service is a nightmare. Really difficult to contact them and they are not providing any really help. Avoid them. I have to wait for 6 more months until the current contract expires.

Need an option for zero stars here. I am trying to deal with a query about my account after it was transferred from Post Office Telephones to Shell Energy. The best description of their customer service is that it is non existent.

My problems started when my internet connection went down, trying to contact the company was a nightmare, after 4 phone calls and finally waiting 1 hour 10 minutes I got through, total of over 2 hours waiting on the phone ! Only good point to report is that an engineer arrived the next day to fix the problem, another bad point is then when moving house I am told I must take out a new 18 months contract, definitely will change when my present contact expires.

I was told at the point of renewal after 1 year that if I did not move provider within 24 hours I would automatically default onto another years contact. The shell representative said it didn’t work like mobile phone contracts, where you defaulted onto a month by month rate. They said it’s in the T+C’s which it wasn’t. When I asked for her name she accused me of abusing her and hung up. 8 weeks later and I’m told on a Sunday lunchtime the matter has been resolved internally but no details enclosed and the matter is closed.

Shocking customer service ,they put me on hold over an hour,they did this twice .I wanted to end my contract .they never messaged me back or callback .when I did get through on the phone eventually they lied and said they would send me an email to confirm my cancellation, ive never received this email.then they sent me a letter confirming cancellation. That was two weeks ago.yesterday I got two more letters off shell energy ,one stating my broadband contract had ended ,the second letter stated my direct debit was just set up ? I checked with my bank ,and after I cancelled my direct debits with shell,they took the liberty to set up a new direct debit, shocking treatment.the bank have had this happen before off this company ,we were with the post office before they sold to shell.I would avoid this company like the plague .absolutely shocking shambles .

Broadband has been down since last Friday. Everyone i have spoken to has been pleasant and seem like they are trying to help but so far have not resolved the issue. After spending hours on the phone and a week without wifi i have asked for a goodwill gesture of a discount from my next bill and they have said no.

Awful service,I have had no network connection for almost two weeks. Endless hanging on for technical department. No replies to emails sent.
Promised call back within 24 hours, nothing.
Had no choice but to change provider even though I’m still in contract.
Of course I’ve had an automated response from Shell charging me for leaving.