Shell Energy Broadband Home Broadband Reviews

There is no such thing as “customer service” with SHELL Broadband and phone.
No one should be left holding a phone for over an hour whilst trying to contact this lot and being subjected to constant repeated adverts about how easy it is to upgrade etc, plus that awful, monotonous “twanging” sound that passes for music!
My phone line had ceased to work and I don’t have a mobile as I hate the things.
I asked my nephew to call and he waited 49 minutes to get through.
That is disgusting!
I have about 5 months left of this cursed contract and then I will be gone as fast as I can!
Stay well away from SHELL, they are rubbish!

took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,

got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.

they can not even give you correct imformation as soon as contract ends i will be leaving

nothing like this when with post office

Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.

Visiting a relative in Cornwall, what a horrible service She’ll broadband are offering. Broadband appears to be been down for several hours. Can you contact Shell, can you flip. No online service indicator, online chat is a muppet bot. Phone impossible to get answered.

I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell

It took me 45 minutes to get through to customer service to talk about renewing my contract.
I am not in a position to change to another company, otherwise i would have galloped away!
Even though I said at the beginning that I wanted to renew, it still took their "service" department that length of time to answer my call (at 7pm when I would have expected fewer people in the queue) and that incessant, dreary music plus the constant repeating of how wonderful they are, was driving me nuts!
If I could have gone elsewhere, I would have, believe me.
This is a rubbish company and if you have any sense you will go elsewhere!

Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.

The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.

Absolutely rubbish l have been trying to contact them for over 3 hours today can’t speak to anyone not sure what to do

Worse ever supplier been with a few but she’ll is diabolical always slow some nights not getting any Wi-Fi customer service saying we have to much on internet but like I said it’s not all on at same time with others it’s sometimes slow but with shell well I can’t wait for contract to end never ever again will we have shell and can’t get printer to work on shell where it worked on all the others we had

Avoid using this deplorable company.

Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid.

Poor customer service, they are not easily accessible, was speaking with one few minutes ago and she just decided to keep mute without giving an explanation. In short I am done with Shell broadband

Avoid at all costs. The have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!

If the owners ever read this.
Please sort out the whole company you are making people unwell with anxiety and frustration.
Mother in law 83 years old,wanted a move from Wales to warwickshire,
Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
We asked for our £60 connection fee returned, which I know she won't get.
Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
I hope something is done, you should not be able to operate like this.
Do not go with this company until they can offer a proper service.

Awful customer service and extra charges.
We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
I definitely wouldn't recommend shell broadband and will be changing supplier.

Absolutely awful. Speed is poor 8mbps, frequent cut outs, can't use Netflix, Eurosport or iPlayer, no range having to use Ethernet cables and boosters. It's cheap for a reason! Will cost me £276 to get rid of this after 3 months but it is well worth paying. DO NOT TOUCH SHELL ENERGY WITH A BARGEPOLE

I would definately avoid shell broadband as a provider as they cancelled the installation of the services twice as they are incompetant at taking over the line more importantly failing to notify me that they have been unsuccessful. Went to complain twice and keep getting cut off.

Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid

Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.

Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.