Shell Energy Broadband Home Broadband Reviews

What a shambles. So I was suppsoed to be switched over on Tuesday from my old provider. By midnight no internet service. The phone line had switched to make calls only. After multiple inept customer services calls I got through to someone who actually knew what they were talking about. My switch has been put in a 'queue' with Openreach and the earliest I will be connected is 1 week later. Thanks Shell Energy, I'm without internet for over a week in a rural area with poor mobile coverage too. Steer clear everyone. They don't know what they're doing.

Utter rubbish...avoid this company for broadband at all costs. Absolute shambolic customer service..managers are as equally bad. 6 months I've been with this joke of a company and it's been terrible from day 1. Staff are ignorant and don't care once your in contract with them...never in my life have I experienced a company like this....STICK TO SELLING PETROL!!!

The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.

I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
If I could give them a minus star review it would be minus ten!

Same as for many others, the problem was/is with returning the router. Despite having returned it, got charged 35 for not returning it. Called customer service and now waiting for an email to which I can reply with my proof of postage. Pretty disgraceful!!

Got forcefully switched from Post Office when Shell bought them over.
Got cut off with no warning and have no indication of why.
They made zero attempts to get my monthly payment.
Terminating contract, my advice to others is to pay a little more if they want any kind of reliable service.

After being with the post office for 2 years and never having a single problem, Had to change provider and from day 1 it’s been an awful service. Rang to make a compliant they can’t even find my post code !!!
What company can’t even locate me by post code?
Can take my bloody money tho

It has been 20 days still no internet nor has the order even been confirmed.
I'm stuck in the middle, they won't cancel the contract nor set me up.

Okay until the end of the contract, if you decide to leave, Shell ask for the router back. Posted it. Nearly a month later they say they have not received and will charge £35. Tracking says delivered. Third party receives returned routers, clearly not recording which customer they have been returned from. Nearly half an hour so far trying to fix this. Ongoing. Best avoided.

Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.

The main issue that I had with Shell Broadband was after ending the contract. The router was returned but constantly got email reminders to return the router! Customer service was poor, therefore to ensure that I was not charged £35 for returning the router, I cancelled the direct debit. I was in credit by £6+ but decided rather lose that amount compared to £35!

I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE

Don't go near them!!!!!!
Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away

Absolutely atrocious, disappointing customer service all they keep saying is ‘I understand I understand etc’ I joined few months ago started having problems 3 months down the line with broadband they sent engineer and they was advised it’s their router so they sent a new router 1 week later. It takes 48hrs to get the request approved and then 48hrs for delivery. This is unbelievable Iv had no internet at home just before the start of summer holidays till now there is no internet. I hate calling them to get through you have a minimum wait of 35 minutes before you can talk to something and you will be lucky to get through to the right department if not then you got another 30/45 minutes wait. Honestly regretted using this service. For a company this big it is shocking they have a service like this. I would not recommend anyone to go with them. They might give you a good deal but when problems start good luck to you… absolutely horrendous service it will stress you out.

I am so angry and upset with this company that I feel I need to make others aware of their appalling service. I was paying for ‘super fast speed’ broadband for over a year! The connection was shocking! I now realise after leaving them and joining another company, that it wasnt ‘our fault’ that it was slow (which is what we were told by Shell) it was their fault!!!! Their customer service was terrible. Even after having my contract cancelled I continued to be harrased by emails saying I owed more than £80! They even got debt collectors after me! My contract had ran out so I didnt even owe them a cancellation fee. They charged me for my router!!! Which was an 8 yesr old router from the previous company that Shell took over! Im so shocked at how they treat their customers. Trying to scrounge more monies and threatening them. PLEASE DO NOT JOIN THIS COMPANY!

Absolutely awful to deal with.
Charged me to leave contract even though contract period had ended.
To add insult to injury they charged me £35 for a router that I returned but they are saying they didn't receive. Many other customers report the same. So unless you are happy with a £50 exit cost and poor service I'd avoid.

I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider

We took a contract with Shell Broadband when we where ready to connect the router did not work rang Shell after several minutes I managed to speak to an engineer try few thing no luck told they will get me a new router. After 3 days contacted them and I got told they were going to repair my router from their factory and it will take 48 hours. 3 days after contacted them (weekend)I will have to wait for another 3 days or more. Cancelled it send me an email asking me to paid £78.+£12 for cancelling our contract good firm to deal with...

The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.

Really SLOW broadband speeds - I changed over to Shell Broadband and the service speeds I am receiving aren't even enough to watch Netflix without heavy pixelation. Their solution: I should be plugging my devices into the router by ethernet cable rather than using wifi. Ridiculous!