Shell Energy Broadband Home Broadband Reviews

Got a new router and asked to send old one back in package that came with the new router. No package. Emailed customer service and got no reply. Now they have charged me for non return. Disgusting company can't wait for my contract to end.

THIS is broadband? Didn't expect much but still disappointed

inafective customer service, had to complain two times after 6 months of closing the account as they harassed me for a not existing credit. confirming that they deleted the credit, after a month they texted me again about the credit. UNACEPTABLE. TIMEWASTING. INAFFECTIVE.

curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose

Wi-Fi frequently and persistently drops out, no customer support at weekends

Worst broadband provider ever, constantly dropping the signal, been without WIFI for weeks due to 3 routers packing up, long delays waiting for BT to come out to check their equipment when it's clear to anyone apart from shell that the problem is theirs, cant wait to change providers, absolute garbage

I work from home and the internet drops out constantly several times per hour. The bandwidth also isn't good enough to stream a video in 360 for more than ten mins. I feel like I am back on dial up in the dark ages!

What an awful company,switched provider to BT and still being charged by Shell even though they know they are not providing a service, typical oil company should never have been allowed into the telecomms sector or any sector for that matter they have done enough damage to the planet, crash and burn suckers!

All I can say is we;ve been counting the months until we can go with another ISP. For a multi-billion pound company, the functionality of the website is deplorable. I can't ever view my bills, important links on the website don't function. It's actually shocking how bad Shell are as an ISP.

Honestly not worth it!! They rope you in with a £75 back offer you never receive it and they just keep shutting off my internet, also the internet isn’t great as well I’m so disappointed I work from home and I’ve had so many problems, just tried to speak to someone about it on the phone and the guy was struggling to understand me so just hung up on me after being on hold for 40 mins :( I’m coming off now!!

so far a very good service all round

Really poor. The WiFi cuts out all the time. No good for even basic use, I'm frequently using my data, let alone my son's gaming. He's given up trying to play online.

I've had it 3 days and it's dropped 4 times. Gonna read the cancellation policy, it's ruined my Ryder cup

Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!

It’s good for nothing. I just want to leave them

Appalling service, it has been several weeks of waiting for installation then the engineer turned up and said it was up and running but broadband never worked. They sent another engineer who stated the line was never active and has never worked, plus he cannot fix it. We still do not have broadband as it is constant to and fro with them

Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.

they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits

DO NOT USE THIS COMPANY

An absolute joke when it comes to customer service,
My Broadband was ment to go live on 4th Sept,
4 days later nothing !
Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live
Agent asked me to unscrew faceplate at wall and try and connect inside,
Never heard anything like this ever,
Then told an engineer would call a few days later but he never showed up,
When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,
Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,
Something told me he was at it,
Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,
When I threatened to cancel they assured me I’d get router within 48hrs which I did,
Again it didn’t work, closer inspection it was another refurbished one,
Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,
I’ve had no service from day 1 and very poor customer service,
At that point I said I would be paying nothing and proceeded to cancel DD,

This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,

Worse two weeks of my life ever.

I would not recommend shell energy broadband and phone to anyone , Had no problem at all with the Post Office. but when Shell took over they cut me off and sent a engineer out to check my router and said that I wanted a new one when in actual fact it still worked as I tried it before sending it back They told me that I could upgrade to superfast fibre and the contract would last 18 months at a cost of around £29 but every time I receive a a paper bill it has gone up and the last one that I got was £44 , I spent 1 hour 45 minutes on the phone just to hear music playing so I hung up after getting an head ache the day after I hung up after 30 minutes.I received a letter telling me that a charge of £2.25 for a paper bill it stated that the charge would be taken on the 11 of September if I did not contact them by the 30th of august I received the letter on the 11th of September.funny how when you need to contact Shell for joining it is dead easy to get in touch with them but try getting in touch with a problem and see what happens I am considering just cancelling my direct debit payments because it seems to me that the contract is not worth the paper its wrote on , I cannot even get through by using the computer they are a dreadful outfit .