Shell Energy Broadband Home Broadband Reviews

I have been with Shell for 18 month and that was one of the worst broadband experiences so far for a number of reasons:

- misleading advertisement - ad was promising 11 MBPS, I ended up getting 4-6 download and less than 1 upload. felt like a dialup modem
- bad router - constant disconnects from my laptop, very annoying
- engineer required to come and fix something on their lines after half a year of constant calls to the support
- on the way out they charged me for 4 calls I never made (my landline was not even connected) and I discovered only when they charged over 5o quid to my account. Again calls to the support and refund which is not yet paid in
- mandatory return of the router with charge if you don't print a label and send the old router back (useless piece of kit in the first place).

Summary

Required hours on the support calls, some issues never got fixed, overcharging and just poor connection quality. Would recommend to steer clear.

Constant ‘drop outs’ and then the most useless Customer Service

Where do I start from? I was sold shell broad band whilst trying to leave talk talk, they promised to settle my cancellation fee and have now gone back on their words. I have decided not to leave talk talk and I call shell on day 14 only to be told i can nolonger leave, bear in mind I haven’t even gone live and only received router yesterday- still unboxed.
This is legit the most inconsistent, and insensitive service provider I have ever come across.
Shell I will drag you to court if I have to. You are not getting a penny off me!

Shell took over my broadband after being with previous supplier for a number of years. After a further 12 months requested a new router on line via the chat link. Eventually gave up and visited a comparison site and found a much better deal. Since they received notification of switching my broadband has been pants! They even have the nerve to charge a disconnection fee. Not pressed!!

Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
DO NOT USE SHELL BROADBAND.

I would never go with this company again I was quoted a price through Uswitch but when I called the customer help line the lady said I had it through another website I complained no luck. At the end of the the 12 month period I have gone with another company i now have been charged for not returning the router which I sent back and it has been delivered to them avoid the company.

Think the reviews from others speak for themselves on how bad Shell energy broadband is, how poor their customer service, how substandard the router etc. Finally, after switching away, and putting a formal complaint in (as opposed to the many resorts to calls and 'chat'), we have had offers of 'help'. Yesterday, finally had an admission that the difference with other providers might be that Shell's supplied router might be 'different' to those of PlusNet, BT or Sky that we have had over a long period without such a devastatingly poor service that Shell has offered. Stay a mile away if you possibly can! I have also complained to USwitch for their truly dreadful (and probably not impartial) advice on Shell's supposedly higher speeds than some of their competitors which is what had prompted us to try them out - we have regretted every minute of it - and now being stuffed by Shell with early termination charges! You get the picture I am sure.

The broadband was always reliable, but the router was dreadful. I replaced it with my own TP Link router within a month of taking out the contract and threw the Shell router in the bin...18 months later and I have to pay £35 for the privilege of buying a £150 router to make their Wifi work. Terrible!

Anyone looking to use these look elsewhere speed was awful kept saying it would get sorted and never did got fobbed off till the 3 weeks ran over so I had to pay the full contract off or baliffs were coming to the door never worked once it was that slow.

Abysmal.
Fooled into joining by the cost, and the proclaimed broadband speed in my area.
Plusnet appears far cheaper. The broadband connection constantly drops and I lose it.
Do not sign up.

Would,nt have it if it was FREE - TOTAL ****
Ran by kids who laugh when you complain after 30 mins wait on phone, How do these idiots get a licence to trade ???

Do not use Shell Broadband the service is very poor and their customer support is abysmal. They charged me £240 to exit my contract and would not accept that the service was performing under that promised. I’m moving country for work and they still insisted on me paying the huge exit fee. They are indescribably awful in al respects and their customer care team are surly and unhelpful!

Absolute joke. Do not use this provider! Impossible to connect some devices and the connection is down more often than it actually works.

Truly dreadful in every sense. The download speeds were very poor, far worse than PlusNet, despite 'targets' being higher. Being with PlusNet and Sky for a number of years, we made the mistake of switching to Shell, and have we regretted it! The upload speeds were so shocking that we have had to use mobile internet hotspots to function. Despite wanting to exit in the first month, we have had to pay hefty termination charges. Do not go anywhere near them.

Absolutely the worst company I have ever had any dealings with. They changed my package mid contract without me asking and put up the price. They didn't provide the service they promised and when I complained completely fobbed me off. They don't respond to their emails.

Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity

I recently left shell on June 2021 but kept receiving bills which more than tripled , I kept phoning them to say why is this since I usually pay at the beginning of the month and left 2 weeks before the next payment due. Initially , they themselves did not understand why I had charges. Then they said about early termination fee , which I refuted since I was with them early July 2019 for an 18 months contract. But when I phoned the last time to resolve this apparently I had to pay an engineer fee for the month of May for a simple repair which mind you did not fix the internet that’s why I left them in the first place plus a cease fee. I caved and paid just to get it over with as I do not want to deal with them anymore. Poor internet service even poorer management and ripped off

I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.

I left early, paying them £150 exit fee for them to **** off. A guy came to the door last year offering a broadband and energy deal - the broadband price didn't get credited and I send weeks and weeks trying to convince shell that this guy came round and offered us a better deal, showing proof and being assured it would be sorted. No luck. So a year later I finally caved and they can **** right off.

You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know