Shell Energy Broadband Home Broadband Reviews

If you want slow internet to the point where you can not watch itv hub channel 4 or 5 and usually bbc then here’s your provider, I’m so annoyed with them I had no problems for four weeks and got a fast speed now it’s terrible and I just want to leave.

Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop

Shell has been an appaling service.

WiFi barely working, many times we couldn't even load a YouTube video.

Hidden charge if you don't return router and to find the label I had to call the customer service because they don't provide any information to you.

Returned the router and we were still charged.

DO NOT GET THIS EVEN IF YOU SEE A GREAT DEAL.

If I could put 0 stars I would.

Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths

I regret switching to Shell. Don't do it.

1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.

2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.

3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.

Shocking service, been with them just over 3 months paid every bill, and I’ve been cut off today without warning and told to pay £57 for somthing I don’t u derstand! I put a complaint in and they closed it straight away, I’m writing this for bobbie as I’m her carer as she has learning disability and the customer service was below par, also they did not explain what the bill was for they were just down right rude! I questioned if it was even a scam it was that bad, but no the telephone numbers match up to this company, I may have to get redress through ofcom and look for another provider in the meantime, but this is a company to be avoided!!

I have had a living nightmare with Shell Energy.

I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.

When I called to make a complaint I was told I failed Security and they couldn't talk to me.

I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?

I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.

This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.

Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...

If you're one of them God help you!

Don't go near these if you have the choice.

Utter useless internet, worked fine for a week and now I’m only getting 7.5mb speed which is now fast enough for the tv to work, it will work during the day but after 6pm to 11pm tv will not work.

An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.

I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!

After a very shaky start we now have excellent Broadband. This is down to the customer service team who eventually listened and acted. Can't fault the team for courtesy and efficiency.

if your looking for broadband do not go with shell,service is appalling and the customer service is even worse,biggest mistake i made!! speed is terrible constantly cuts off been a joke from day 1 tried to cancel within 14 days but they refused saying speed issues are my fault because of too many devices connected at 1 time??

Absolutely shocked to pay them £30 charge for not returning law quality router. I haven’t heard other providers do that !
Avoid them

waiting to talk to somebody from customer service no one ans the phone am not going with tham looks like BT.

Recently changed to Shellenergy Broadband from Now Broadband. Change driven by price. What a mistake. They are terrible. Constantly dropping off. Far less distance Range than Now. Hopeless Assistance.

Nothing but issues since Post office switched us over to Shell. They have been slow to deal with any issues.

I will warn anybody thinking to get shell energy broadband as they are a ripp off, their service is very poor you will get nothing working and you won't be able to cancel it,even if it is faulty.they will charge you £110.41 for cancelling their service(an headache).never buy shell energy broadband

As all the other reviews, shocking. I was moved over from the post office and have received intermittent internet supply where it randomly turns off. I’ve tried a few times calling the helpline but I’ve been left on hold for over half an hour each time and given up. I tried emailing but they ignore those too. Just give copy and paste responses. They even tried to say they called me but they haven’t called me once. I’ve researched their service since and found they are a total shambles and have a huge string of angry customers that they just don’t care about. I think a few more of us need to go to OFCOM about them as it’s never going to improve.

Absolute joke of a company with incompetent customer service staff.
Been waiting 16days for my broadband to be fixed, two engineers sent out and diagnosed the same problem, being the router, shell still haven’t sent a new router.
God forbid you try and get in touch with the ‘technical team’ you’ll be on hold for most of the day and when you finally do get through, it’s like Groundhog Day explaining the same sh*t over and over, programmed robots!

It’s ok though my neighbour saved the day and has allowed me to share their broadband whilst the issue is ongoing, theirs is SKY by the way and it is amazing! How f’king embarrassing is that shell! That sky have had to bail you out for how bad you are! Pathetic!

#ofcom should strike them off as a supplier company, absolute joke!

Truly awful service. Broadband keeps cutting off so unable to access on demand TV like iplayer, 4OD or netflix. Shows just keep cutting out half way through then have to start all over again. Have spent an hour waiting to talk to somebody from customer service only to be cut off immediately by rubbish representative "Hannah S". Now back in another queue to try and speak to someone again. Avoid at all costs! Terrible broadband.