Shell Energy Broadband Home Broadband Reviews

The worst company I've ever had the misfortune of dealing with.
They try to walk over your consumer rights.£300+ bill and never searched anything and never made a phone call.
Should be closed down straightaway.

Avoid this company.
Given start date.Nothing happened.Told them waited 24 hours nothing.No phone no broadband.
So cancelled it.They now want a years worth of internet and phone paying for.Jokers

Signed up with an 18 month contract at 38Mbps and although the first 7 months speeds were fine, last couple of days the service is very slow. Just checked and only 11.02Mbps. Poor service would not recommend

Genuinely the worse company I have ever dealt with. Do NOT go to this company for Broadband. No service for a month and clueless advisors who could not help in any way. Very poor service technically and bad responsiveness. Save yourself a lot of heartache and go elsewhere. I had no service at all and they blamed me for needing higher speeds for working from home.

I wish I had never entered into a contract with Shell Energy, the cheap price is there for a reason. The Internet is so slow and the signal is super weak. In doesn't reach all areas of my tiny 2 bedroom flat.

I would not recommend this company. I have been migrated against my wishes from the now-defunct PO Broadband, and the customer ' service ' has been abysmal. There are better options out there.

I work 12 hour days so am rarely at home to use the internet, maybe stream Prime or Netflix for an hour or two a night, occasionally Zoom and WhatsApp. I have no other devices that connect and it’s currently a one person household. Changed to Shell and the internet is dreadful. The modem switches itself off multiple times a day losing connection. For example watching an hour show on Prime- usually the modem will restart 3 times. This isn’t buffering - it completely loses connection. I called Shell and they told me they’d book an engineer as there was a problem with the line and I might have a faulty modem. I got cut off at the end of the call, they didn’t book the engineer and I called back. The next person refused to book the engineer and told me the previous person hadn’t followed the protocol and that I needed to take steps to fix the modem myself. They declared the connection fixed, which it was not. They even had the cheek to tell me I was a high volume user and I needed to upgrade to a more expensive package! I then got a call the next day (which was a reply from the email I sent 5 days before) from someone who had not even had the decency to read my previous two calls with Shell, basically told me I was getting the service I was paying for and wouldn’t escalate this to management. Again tried to sell me a more expensive package! I advised I’ve never had a problem with either of my two previous providers with this speed- and asked again how on earth they can classify me as a high user of internet when I barely use it?

Anyway, they haven’t sorted any of this out. I can’t leave because it’s £6.50 a month for every month I cancel plus they charge a £15 disconnection fee when you leave, even at the end of the contract! Surprised it’s not illegal to be honest. Shell is outrageous- one word- AVOID!

Absolute rubbish! I got conned into getting Shell Energy broadband with assurance that the speed would be faster than my previous supplier. I am forever losing the connection and the speed (when I am actually connected) is far slower. I contacted Shell and they said that I must dismantle the box on the wall and start doing various tests. I have never had this experience before with any previous suppliers. I would not recommend Shell Energy broadband for one second.

I'll give customer service two stars for politeness, but I've been with Shell for a few months and have had to contact them 3 times already. This is by far the worst internet service I've had in this property in 11 years. It's not fit for purpose half the time, often completely unusable, and have to resort to using data on my phone. The one glowing review here is clearly fake. I wouldn't recommend Shell Broadband in a million years.

Poor customer service. No access to the customer service after 4 pm easter saturday, we lost internet and phone line access at 20.15. No facility to report potential fault (I'm being kind assuming this) until tuesday am. Who would go into a contract with a company who an individual cannot report a fault for 3 days... not me, I'm off.
However shell want to charge me money to leave even if 30 days notice is given.
Avoid this company.

Just finished an 18 month contract with this useless Broadband supplier. I would not recommend it to anybody. Broadband speeds and downloads are appalling. Phone calls to their Customer service is a complete waste of time. Nothing is ever resolved. Accused of not connecting the router correctly and wanted to charge £65 for an engineer to visit. I had nothing but problems trying to remedy the slow speed and was paying for a service which wasn’t fit for purpose. Now using another provider and the improvement is staggering to what it was with Shell. I do not recommend this company and would advise people to avoid being ripped off and disappointed.

Shell Got to be worst Company for Broadband , Be aware Warning , Do not Sign up , Problems, Breached Section 6 ,SECTION 7 FCA rules and Poor Customer Services , BLAME customers for their Inadequate Customer Service , Threats of £70 Engineer To cone out , Go will BT Sky , NOW TV , you're Warned

Regards Alan.x

PS Threat of early termination fees ££185 even if YOU GIVE standard 30 days notice

SHELL A NIGHTNARE , AVOID AT ALL COSTS
Pay a little MORE for Decent Suppliers

Don't use this company. Their customer service is appalling. If you have any problems or issues they won't help you. As soon as you've signed their contract, that's it, they are not interested. Shell got my order wrong and I ended up with the lowest broadband speed and not the 'plus' service. Unfortunately, I didn't realise as I have brain fog from chemotherapy and now the 14 day 'cooling off' period has passed. They won't put it right for me. It wouldn't take much effort to give me the broadband speed I thought I had signed up to. They made the mistake in the first place; my only crime is that I didn't spot that when they sent their confirmation email. Where are the companies whose attitude would be: "I can see a genuine mistake has been made here, even though the 'cooling off' period has passed, I can change that for you"? It really is no skin off their nose to rectify this. They just don’t want to. In fact, the customer service person I spoke too, made it clear it was my fault as I didn’t check their confirmation email properly. Try living with a terminal cancer diagnosis and let me know how many things slip your mind. Next stop, Facebook, Instagram and Google.

I normally switch broadband regularly and never automatically renew. Shell Broadband is the worst I have ever come across. The broadband was not too bad until Feb 2021 when they claimed to have upgraded it and its gone worse.

My contract with them ends in May 2021 and today they tell me I have to pay a cease fee for ending the service even if I end it after my contract has ended. This is daytime robbery in my opinion. They are penalising me for leaving them. This feels like its aimed to deter people from leaving them and its unfair. Are we supposed to stay with the company for life or else we incur a penalty charge? Ridiculous!!!!

AVOID LIKE THE PLAGUE!

One year of no or low connection, intermittent connection, top speeds of 0.8 upload and 5 MB downloads.

Appalling customer service - unable to contact them via phone (which is expensive), emails ignored, complaints ignored,no ability to leave contract.

Even after my one-year contract was up, it was impossible to leave! Weeks after requesting that they cease the line, the line is still open and they are still charging me for broadband!

This company is impossible, infuriating and you should avoid them at all costs - don't say you haven't been warned!

Quite how they've won a customer satisfaction award for their broadband in 2020 given the number of negative reviews they've received beggars belief.

I would NEVER recommend Shell to anyone, and would certainly never use them again.

I have had to resolve my complaint through an ombudsman and still have got nowhere weeks after making it.

Absolutely abysmal customer service and their internet speed isn't much better. If you move house part way through your deal they start a brand new one to trap you for longer. If you believe your contract ends in a few weeks so ask to cancel rather than start a whole new deal they don't inform you that the contract doesn't end in a few weeks but instead accept the cancellation then charge you over £100 for doing so. Shocking customer service all round

The only positive thing I can say for Shell is that their call-centre staff are very polite and courteous and as such they are one ahead of the mostly arrogant/unpleasant people I dealt with at XLN.

However, the speed with which they resolve issues is abysmal. At first I was impressed with them - the phone was answered quickly and the staff were pleasant to deal with. I presume though that this was because I was a new customer. As soon as they have you on board,it is a different matter. First, I was given an upgrade (with predictable price rise) that I neither wanted nor needed. My service was, during this time, suspended for several days. While this was hugely inconvenient, it also illustrated to me that I appear to have an issue with wifi - in that it is causing me health problems. While the wifi was suspended, the issues I had experienced, stopped. I therefore made the decision that my health and well-being are far more important than being hooked up to the internet and I asked Shell if I could terminate the contract early. They, predictably, are going to charge me for the full term of the contract, despite me saying that I am not going to a rival firm. Their response times to my queries are woefully slow. I do not blame the poor people who have the misfortune to man Shell's telephone line but the terrible management who put insufficient resources in place to deal with customer queries/complaints.

So, if you want pleasant call-centre staff, rubbish broadband reliability, and hideously slow complaint resolution, then I can't recommend Shell highly enough!

Not the best sadly.
My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.

Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation

Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service