Shell Energy Broadband Home Broadband Reviews

we have unstable and poor broadband
after many phone calls nothing has
changed.0.02 to 0.06 is not useable
open reach have checked,agreed the speed is the worse they have seen and recommended callflow.as they seen unable to rectify the problem.

I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.

Shoddy router was and still is my issue - used another router and disconnects and speed issues have for me gone away (Ive gone back to the one I was given by Vodafone). Just for Information I don't use wifi from router as I have separate mesh for that.

Its odd though as seems the router has half decent reviews so maybe crippled some other way

Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!

Really poor speeds- average 13.34 Mbps. Rude and aggressive customer service people when you dare to complain to them. Unreliable service which drops out for anything from a few minutes to 3 hours. Avoid like the plague.

DREADFUL company, apparently switched by Uswitch, loads of agro as when I moved to my new property there was no landline & cottage needed rewire & refurb. This meant that shell could not & did not supply any service. Since then Ive been hounded for connection fees.
Now with the Ombudsman.
In my opinion this company is beyond belief in their lack of customer service. Advice dont touch.

Another victim.
Switched to cut down on Broadband bills. Will probably work as service unreliable.
Calls to Customer services result in multiple attempts to persuade you to upgrade to same fee as previous provider, which negates point of switch.
Avoid Shell energy slowband at all costs.

Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken

3 appointments for the install missed by Shell (3 days wasted holiday)!
Speed signed up for not what was provided for first month.
Superfast when eventually supplied - BUT - kept dropping out altogether for days at a time!!! Just what you DON'T need when furloughed...
Left Shell for a more reliable provider (not skipped a beat since changing over) and Shell charged me £170 for leaving early - for something they couldn't supply regularly!!!

Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.

Service should have started two days ago, but couldn’t because I wasn’t sent all the kit needed for the hub. Because of bank holidays I’ve got to go x5 days with no Wi-Fi or to. Honestly, find another Supplyer.

Don't receive advertised speeds.
Read reviews go elswere.

awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!

Useless company want to double my bill after 8 months with them customer services totally crap cut me off twice when I found another supplier they want to charge me £118.76 to terminate contract they can do one do not touch they are useless

Going with shell Broudband was the worst decision I have ever made. From day one it has continued to fail I am unable to watch Netflix as it constantly go’s off and takes hours to re enter using the ridiculously long password. When customer services have been contacted they have not helped after waiting and waiting to talk to someone they don’t have any answers to the problem you then get passed on to the next person who clearly has no idea how to solve the problem.
I asked to speak with a manager this was refused.
I demanded that I be released from my contact as I am not receiving the Broudband I am paying for, I was told I would be charged, ridiculous shell Broudband is not fit for purpose you will possibly like me spend hours on the phone to them achieving nothing that’s when your not spending hours trying to get it to work on your TV. Avoid Shell altogether it’s not good and customer service is nonexistent.

Do not touch this company with a barge pole!!! I signed up with Shell Broadband on the Superfast package. The connection kept dropping and after complaining on numerous occasions they finally sent an engineer out for which they charged £65. In the end I got Ombudsman involved who then got Shell to send me a letter of apology. At one point they agreed to waive the engineer's call out fee of £65 but then they retracted their offer and debited my account with £65. Stay away from Shell broadband--rubbish broadband and even worse customer service!!!!

I was initially with post office, and by chance my energy company changed gym Green to shell energy. Thus i though I was being charged for energy. However when i called they told me that the energy has not started to charge me yet.

When i study further my bank details, and bill i findout my Internet has changed from post office to shell brand band, without me knowing anything,

My cost was £23.5 now gone up to £37/month this has been going on for 4month. I'm so annoyed and disappointed with both company that how come i have not beem informed. I will take this further.??

Bunch of nob heads. Speed gone really slow since the transfer. Spoke to some dik head at customer service to tell me he would book an engineer. Put me on hold for 30 minutes without giving me anymore information then cut me off. I'm fuming. I will find out who this prik was and he'll be off work for a few months. Good luck dik head.

Despite having problems since our contract started (8mths ago), Shell Energy has not fixed our problem. There is nothing wrong with the BT line, that is always reliable, the problem is with the 'not fit for purpose' wifi router that Shell Energy provide for their customers. No wonder it's cheaper - it doesn't work. We are not totally without broadband for all our devices except for this laptop where I have plugged a wire into the router. We call Shell Energy today and used their call back service. They haven't called back. We are beside ourselves and have no choice but to source a provider and pay two providers - one Shell for a non-service, and our new provider who we know will be more reliable and we moved from them to save £3 per month by moving to Shell. Worst broadband mistake we have ever made

Customer sales team committed to delivery dates that were in complete contrast to dates indicated in later email. Suppoesed to get connected 16/12/2021. Very unlikely to get connected before end of December. Batted back and forth between sales and service team. I used the cooling off period to go with BT.