Shell Energy Broadband Home Broadband Reviews

Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT

Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️

Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.

By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.

Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.

There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.

Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end

Absolutely NO!
Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother

After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
The telephone service is also incredibly unprofessional and should be reviewed immediately.

Avoid, Avoid and Avoid

I cancel my contract with shell broadband after a week.
I have been treated unfairly,
I had and engineer come to install the box on Wednesday 8th November 2023, I stated to the engineer that I did not want the box installed in my kitchen or bedroom, however he insisted on installing it in my bedroom, I felt at this point he was just after a quick easy job by doing this, I know it can be installed in my living room, as the previous company whom I had a contract with did it with no issue.
Having the box in my bedroom is causing me to loose sleep as I have a severe light sensitivity and to be able to sleep I have to have a pitch black room. I wasn't advised about the amount of lights coming fliking and the sound coming from the box. when I complained, for them to turn around to me and tell me to cover the lights which I found it very insensitive and unprofessional. I have been dealing with this for a week and I am now being passed back and fourth to different people in different departments and being told different things, is purely unprofessional from a customer perspective.
Furthermore,
We can only connect to the WiFi upstairs where the box is located, I cannot get signal downstairs which is redundant, as my children cannot use their computer for school work.

Therefore I cancel my contract with them and I have had all these issues in a space of my week, therefore

This company are legalised scammers and should be shut down.
Avoid at all costs.

The service is shocking, from day 1 we had issues, constantly dropping and it works amazing if you only sit in the room the router is plugged in. I spend hours and hours on the phone with them, we got send 4 different models of routers as they clearly could not work out which one, we should be using. Open reach came to check twice and there was no issue on their line into the property and it still does not work. The customers services lines constantly cut you off and they do not call you back at all and you must go through the same process over and over. DO NOT USE THEM, it is not worth it, it might be a cheaper price but for the headache and drama just pay more, I have learnt my lesson. Finally won today and after weeks of just calling every day and complaining they have cancelled my contract and got a full refund back. If you have issues, just keep calling them and keep opening those complaints and don’t let them close them. There is a ‘The Communications Ombudsman’ if you can’t resolve with Shell go to them and raise a complaint with them.

Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.

Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless

Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.

Service level atrocious.
Only company using BT line that can't transfer a BT landline
Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
Cancelled with them

Absolutely horrible internet, WiFi crashes every 5 minutes and sometimes doesn't work for days definetly will be cancel. I have the internet for a few months now, and it's been the same horrible problem.

I would request any one who want to buy broadband service to not to go for Shell Energy Broadband.They have very Pathetic service and they don't even bother to revert back to customer. I waited for 22 days and followed up with them for 6 days continuously but they were pathetic in their response and finally I had to cancel by contract.

Very disappointing

I wish I had read the reviews before signing up. Broadband is OK so far but we are unable to accepy incoming calls on the landline. The 8th agent spoken to promissed to arrange for incoming calls to be transfered to a mobile but this has not happened. Now told in will take 24 hours. I have tried to explain over and over again that are dealing with 80 year olds with medical issue and that a landlibe is essential. All I get is well that's the system. Asked to speak to a manager but again I will have to wait for 24 hours. Service simply not good enough.

I got shell broadband last year just waiting for its 18 month to complete.
Speed is totally unreliable

Amongst the many poor Internet companies I've used over the past twenty years, Shell stands peerless.

Disgraceful service requiring hours of calls with new end product, poor speeds and coverage, now requesting a £250 cancellation fee as they are unable to provide their product.

Avoid at all costs.