Shell Energy Broadband Home Broadband Reviews

It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.

Absolutely shocking don’t attempt to play any console games with this connection....! It’s terrible! Doesn’t even reach my kitchen which may i add is 2 metres away! The whole lot the price and the results are absolutely ridiculous and so not worth the bad head...

Agreement was 'VAT included' prices. First bill had VAT added to these prices!
Unable to get a reply from Shell, looks like OFCOM next.

I get 40mb with Shell, PlusNet were far faster.

I also didn't use the correct link to get the 'deal' and by the time the first bill came, I contacted them and they just said 'well it's too late to cancel now'. Awful customer service.

Wifi is at best shocking - anything located more then 2 foot from the router will have issues connecting!
It is the old adage; you get what you pay for and this maybe be cheap but it is crap
We'll be moving to Sky as soon as the contract is up.

User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid

When I signed the contract they agreed with the speed between 11-16mbps. But actual speed is 1-8. After two months I cannot log in to account. If you buy shell broadband you will get talktalk their explanation are they sharing services. Actually we are getting talktalk in anothername.

The worse internet I've ever had. Stay away as far is possible. the speed is so slow that you won't be able to do anything.

AVOID!!!!

It's 2 months since I switched to Shell Energy Broadband on my rural ADSL line. Due to distance from the cabinet / exchange, my speed has never been more than about 2mbps down and 0.5mbps up.

Initial setup on the go live day was fine. The supplied router is plug and play. Make sure you use the RJ11 cable that comes in the box. It is 4 core whereas many other cables are 2 core. I tried a good (shielded, just 25cm) 2 core cable and found that my line speed halved.

While getting the supplied router up and running was a breeze, things get a bit more complicated if you want to use your own hardware. You need your ADSL user name which can be seen in the router's web interface, but the password is hidden. I rang the technical support team who gave me the password over the phone.

My first bill was high than I was expecting which is a bit of a worry when you're dealing with a new supplier. On looking more closely, I'd been billed for about 6 weeks which is why it was more. This could have been communicated more clearly.

The service is working really well for me. I've got broadband that's as good as my previous service with the added benefit of anytime phone calls.

I know about the "disconnection fee" and will surely query this if it's applied when the time comes. OFCOM guidance is that it can only be applied where the provider has actually incurred a fee themselves so as a consumer, you are entitled to ask for proof of this.

Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!

Only recently installed but pre installation information was top notch, equipment seems reasonable, change over (from previous supplier)was less than 30 minutes, speed is slightly higher than previous. Overall very impressed so far

Unfortunately made a big mistake and signed up for the offer trusting Shell name. Oh boy, couldn't be more wrong. To the reader who is just checking the reviews - SAY AWAY! worst experience ever. They promised 11 mbs in average for 17.99, while signing the contract sneaked that they will be providing from 5 to 9 mbps. Actually providing somewhere below 5 and max 6mbps and less than 1 mbps upload! It is not a broadband! It's a dial-up service. All I lack is that modem sound dialling to get online.

I filed the complaint and their solution was......ATTENTION get higher band! which mean they are capable of providing the service it's just unfair business practices designed to lure people in and push to higher band as the cancellation fee is 100 pounds!!! CANT BE MORE CLEAR, TO ALL READING THE REVIEWS - STAY CLEARLY AWAY OF THIS "SERVICE"

Well they started poor, and ahve not got much better. Regular 12mbs Fast broadband, for over a week the max speed I had was 1.2mbs, then I had 3 days of 12mbs before it all came crumbling down, for the last 5 days I have when I have been able to connect speeds measuring around .2mbs and even one that returned as low as 67kbs. All with hardwired connection to router. Still no response from Shell. If I had know they were a talktalk reseller would not have joined.

Stay AWAY from this broadband they are a bunch of scums, I had to cancel my broad band because my home was renewed,the engineer was there with my neighbour, t7ried to contact them the day before stating that my landlord didn't allow me to have it they said I would have to pay costs over this, the broad band was not installed, it did not go live and the engineer was there called them on the 19/02/202 which they put me o hold for over 50 mins, to cancel again because there was no open breach cable, they scums twists the things around saying that there would be a cost for £65 for missing the appointment the scums first told me they needed 48 hours before the engineer updated the report, then after they kept on saying I miss the appointment and I should be glad there would not be any extra costs, requested to speak to manager she did not put m through to him instead put me on hold for another 40 mins. They still send an email to make another appointment with the engineer , i told them I would be making a complain to OMBUDSMAN they say I could do it on they website tried to go in comes to appoint that it doesn't let you further. YOUR BLOOD Sucker just want your own commission to pay of your salary, an email will be send to every were I can to put your **** company down.

Definitely the worst broadband provider ever on planet earth. Connection began to drop since December 2019 and have had to call them to repair it for 6 times, with them booking BT engineer for 3 times however after each visit the service begins to go off again after 2 days. I was forced to listen to their t&c every single time without exception even though the person on the phone provides absolutely no help at all. Worst of all is it is not possible to cancel the contract even though the service goes off on a weekly bases and a they’ve had to book a BT engineer over and over again. This company is disgusting and should be avoided at all costs!! Absolute waste of time!!!

Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out.

Customer service was basically a fifteen minute phone call that resulted in them suggesting I turned it off and on again.

AVOID AVOID AVOID

Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID

I am a disabled person who has to input my medical blood results every day, these incompetent guys have left me with no phone and no internet and are even trying to charge me £60 for a new line which wasn’t installed. I’m now left with nothing for a week because that’s how long they have said an engineer will take to come out. I do not know the levels of medication I’m meant to take because I cannot input my blood score so this time tomorrow I could be in hospital because I could have taken to much medication or to less and these people at Shell just don’t give a crap so they have left me frightened ***AVOID AVOID AVOID LIKE THE PLAGUE ***

Signed up for the service back when they were still First Utility, at which stage they were nothing to write home about, but inexpensive and serviceable enough - the occasional drop-out notwithstanding.

Since the takeover by Shell Energy, the company has become increasingly unable to provide the service we pay for. Of late, they have even resorted to aggressive 'traffic management' (throttling of downstream speeds) at peak times; it's been a lot like using an ISP from the early 2000s. In 2020, with homes far more reliable on a stable, reliable internet connection than they were in, say, 2003, this level of service is wholly unacceptable.

Worse, from the moment we informed them we were leaving, the issues have increased. As we await the switchover to BT, Shell have quite blatantly de-prioritised our account in reaction to our departure... and will be charging us an arbitrary £15 for the pleasure of extracting ourselves from an inadequate and worsening service.

Poor to begin with and petulant towards the end. I'd strongly advise potential customers to opt instead for grown-ups who can operate a service fit for the 2020s.

Use Shell Energy only if you're nostalgic for the early days of broadband. Or even, at peak times, the good old days of dialup speeds.

Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID AVOID