Shell Energy Broadband Home Broadband Reviews

Worst broadband
Worst customer service

Had no problems until i decided to switch, my broadband suddenly developed a fault and was constantly going on and off, no help whatsoever from customer support, I would advise against using shell energy broadband awful service and poor speeds waste of money cowboy outfit!!!

For me the issue with Shell Broadband is mainly their customer service. If will offer you no grace if you need to change contract and it will always be in their favour. They will charge you FOR EVERYTHING. Admin fees, routers, sending routers back. I consider them the easyjet of flying.

We'll get you there but you have to pay for extra if you want to sit inside the plane :))

Contracted Shell broadband over a month ago for offer of £26.99. Engineer booked for 9th August 2023,between 8 as m and 1pm,they did not turn up, on phoning them the lame excuse that it had been cancelled by them and apologising for not informing me. Utterly Useless!!!!! WASTE OF TIME!!!!

shell broadband kept on cancelling my order , because of them i was without broadband for 1months +....existing broadnand provider disabled their services in order for shell to switch ...and shell cancelled my order on the switch day....dodgy ...

It is difficult to imagine a more lamentable customer service than this company provides. On line, it is not even possible to state your issues as all potential avenues of engagement utilise inappropriate auto responses.

If I could give 0 stars I would. I'm currently managing a complaint for my 79 year old grandmother who accidentally cancelled her direct debit. We set it back up the same day and were assured there were no issues. We are now 7 weeks later. Multiple new contracts cancelled. Great stress for my grandmother. They've told her she needs a new landline and they'll get her old one back after only to be told this is not the case. A landline
she's had for 50 years. Customer service is shocking and the staff incompetent and unable to follow the most basic of requests. I will never go to this company or recommend them.

Had the misfortune of being sold Shell Broadband by Currys. I really wish I had trusted my instinct and walked away from this. I do NOT recommend the service to anyone. It was installed on 7th August and by 8th August I have cancelled. I have had to pay an early termination fee which I see as deplorable. The customer service was atrocious from the moment I made calls on the day of install. Avoid at all costs. It cost me £300 to terminate early and although it is painful - it is the right decision. Don’t touch this with a barge pole!

Completely useless.
Broadband continually drops out for minutes at a time during the day making watching Netflix or streaming a painful experience. When it is working the speed is ok.

Have been without a working phone line since installation and the web chat and initial phone support are worse than useless.

Current waiting for an Openreach engineer to visit but no idea when as the complaints department haven’t got round to telling me if one has actually been booked or not.

The worst broadband service I’ve had in 15 years and 10 at this property. Bitterly regretting moving from my previous provider.

Total rubbish. Keeps falling out. Their"award winning router" can't hold a signal for 5 minutes without it disconnecting. DO NOT BUY

Signed up took up direct debit immediately.

No contact after 14 days.

So contacted and they said problem with previous provider could not connect.
They knew ti's 12 days before but did not contact me.
Awful

Placed my order on the 3rd, order was cancelled by openreach on the 10th, she’ll failed to communicate this at all, even when I rang on the 10th. Advised I had to wait until after the 14 day cooling off for install (absolute rubbish as plusnet installed within 2 days of order)
Called on the 21st and was told my order was cancelled, no manager able to speak to you, no complaints dept takes in lunch calls. Useless company I wouldn’t recommend to my worst enemy DO NOT BUY FROM THEM!

Ordered internet. “Installed “ on Friday, no service all weekend after many calls. Got an email on Monday saying we should have service. Still nothing. Called to cancel and will be charged £109 for absolutely nothing. Very irate!!! Don’t do it!

TOOK ADVANTAGE OF A VULNERABLE MAN WITH LEARNING DIFFICULTIES !
Inhumane and unethical practices - customer didn’t understand his basic Sufi would be DOUBLED in price per month at his new address - and even when family intervened and sent medical evidence that he wasn’t capable of understanding - they refused to release him from 18mths of paying a monthly DD he couldn’t afford - for a service/speed he didn’t need - during a cost of living crisis!
A decision they will regret commercially and from a reputational perspective as it’s about to hit every newspaper and online review site in the U.K.!
Avoid like the plague - appalling !

Absolute waste of money - used ti get 12/13 mbps now 4.5 if we're lucky. I'm cancelling my DD - will fight for early cancellation due to rubbish service

This as a company, must be the worst in the U.K. without a doubt.First I had to contact the Ombudsman about the overcharging on my account which took months to complete,then I started getting intermittent termination on my Broadband when I swapped from one site to another they admitted a fault but would not change my Router, after terminating this service they wanted extortionate costs I had to speak to a manager who agreed to waver costs as I had never received a proper service as long as I waited a monthevery day we have had to RE-SET our password to watch our t.v.we are both pensioners and I am totally disablled.

Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.

This is the worst internet service I’ve ever had in my life, I’ve had to top up my phone to use the internet because they said there’s a problem with their equipment but they want me to pay £75 for someone to come out to sort it out, it’s not my problem if you don’t do your job properly because I’m just paying for the services, not to fix your equipment, I can’t wait until my contract is over.

Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best

I was with shell energy for over 2 years, started to work from home so internet for me was essential, however when I moved home I was disgusted by their service, switch was supposed to be in place on day 1 the next day nothing worked I called and they said wait another day, called again the next day as nothing worked. They told me that in 2 weeks openreach will have a look and they will let me know, 3 weeks after switch day, I've been told that they have to cancel my order and replace it with another the same one, which will take at least another 2 weeks. When I called to cancel they haven't even tried to apologise, they was just happy to cancel