1,452 Customer Reviews over 37 pages
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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I thought post office service was bad but she'll take the biscuit. Absolute waste of time crappie service unbelievable after service just diabolical. Never again good ridden in December.
- Location
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- Location
- Poulton le Fylde
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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DO NOT USE THIS PROVIDER!!!
Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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I change my broadband provider on a reasonably regular basis so I have dealt with quite a few different companies over the years. Shell is without doubt the ABSOLUTE worst from no connection to customer support, absolutely everything has been not bad but absolutely terrible. Please AVOID LIKE THE PLAGUE.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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Customer service with Shell is terrible. We experienced a total loss of service on the 10 August, tried to report to Shell the next day as the call centre closes at 8pm. Kept on hold for 35 minutes before someone answered, arranged for an openreach engineer to call on 16th August. No one arrived and we had no message from openreach or Shell. I phoned the next day after another 35 minute wait on hold someone answered just to play silly buggers for 5 minutes claiming that he was unable to hear my call. Eventually he decided to talk to me and assured me that the job was scheduled with an engineer and that there was no need for us to wait in as the fault was showing as external.
No one showed up or climbed the pole outside of our house that day either. I phoned a day later to speak to another operator to be told virtually the same thing that the fault was external and an engineer would be scheduled to carry out a repair. That afternoon an engineer knocked on the door wanted access to the master socket tested the line from inside the house and found two faults one internal the other external. I wasted over an hour and a half on the phone just waiting for someone to answer and it took 10 days for an engineer to arrive and sort out the fault. I am not wasting any more of my time or money by phoning this company up and asking for a refund or reduction in my monthly bill. They have lost a customer, I have already signed up to a different supplier.
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2022-08-18
- Comments
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Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can't get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn't help! I just feel they are sitting there having a laugh at struggling customers
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Comments
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Never had any issues with speed or reliability, but when it came to leaving the whole customer experience was terrible. The only way to view my final bill was to log into my account, which I couldn't do because my account had been closed, and communication in general was terrible. Shell deliberately neglect to tell you until the last possible moment that you have to return the router or pay a fine. By this point I had already moved out, having decided to leave the router connected for my tenants for a couple of days. If you dispute this fine you are simply told 'it's in the terms and conditions' (that you read 18 months ago). Any company that takes customers for granted like this doesn't deserve your business! Will not be using again or recommending to anyone else.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Comments
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tried to switch from Sky to get cheaper faster broadband. Shell messed up switch, totally incompetent company. customer service total mess, hours of phone calls, internal departments clearly not communicating with eachother. 2 DATA BREACHES!!! stayed with Sky! offered a very small compensation token...they even messed that up!
- Location
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- Location
- New Forest
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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Taken over PO account. The basic functionality of the broadband service remains OK. Shell customer service is abysmal. Trying to contact Shell is made as difficult as possible and when you contact them the so-called customer service is extremely time consuming and unhelpful to the customer. Shell appeared to have starved customer service of resources the resultant image a customer gets is of a company that frankly doesn't care. I’m really not sure if I will renew the contract in 2023 – there seem to be lots of other more professional companies offering very competitive prices and on Shell Energy’s general performance I certainly couldn’t recommend the company to others.
- Location
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- Location
- Saffron Walden
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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I can echo all these reviews with my own sorry tale of dealing with these charlatans. I have live here 8 years in a rural location. Originally I was with BT, and as I'm 5 miles from the exchange on ADSL I had a BT Engineer spend a whole day fault repairing the line. He assured me that the best I would ever get was 1.2 Mbps download.This was useable, but at £40.00 / month - too expensive. So at contract end I went to Talk Talk, and the speed dropped to about 0.9 Mbps. I then went to Shell Energy, and the speed was about the same, but cheaper at 20.00 / month. Then last year, my speed crashed to about 0.14 Mbps, so I began a complaint. Initially Shell Energy made pathetic excuses, so I involved Resolver. I went through all the procedures & finally involved the Ombudsman. Along the way I also had a new Router sent out ( which made no difference ),and was also threatened with a fine for not returning the old one - even though I had proof of postage.! The Ombudsman sided with Shell, and blamed my poor speed on Openreach, who are outside their remit. Shell offered a "Goodwill" payment of £50.00 for me to close my complaint. The whole thing is a carefully choreographed con. The fact is that Shell bought out Post Office, and rather than pay for extra bandwidth from Openreach - they just cut everyone's speeds. As I already had next to nothing - the cut trashed my internet completely. The Ombudsman however seems to think that 0.14 Mbps download is acceptable, and despite Shell offering 1-2 Mbps, they are not in breach of any Consumer Law, and I must pay full price.! This is a true and factual review, and I have a wealth of evidence to back it up. If it prevents just one other person going through the nonsense I have put up with........then my work here is done.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I haven't had my first bill yet and I spent so much time holding the line with their customer service. Never manage to have a resolution but only be passed between customer service, retention service and technical support.. not a single person has taken ownership of the issue or got anywhere close to give me a solution. I'm dreading the thought I'm now stucked with them for over a year. What a massive mistake !!
- Location
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- Location
- Marylebone (Central London)
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I live in central London and the broadband just doesn’t work, spoken to the call centre several times and the restart methods provided work for 30mins maximum. AVOID AVOID AVOID
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Lost Internet for a whole week with no fault my end. Phoned for a refund and told it would have to be approved first. No refund came.Have nothing to do with SHELL INTERNET.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Customer service hard to get hold of. Internet security poor. When internet went down I needed it and as I could not contact them got another supplier. When I finally got through to them ; they blamed me and refused to accept their equipment could be at fault. I am with a other supplier and no problems. They took over my gpo contract and kit was pretty old. They don’t want to listen to you.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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I was previously a customer with the Post Office and had no problems at all with their efficient service. While I've been trying to write this review the line has dropped out and returned two times. My internet speed is only a quarter of the lowest speed I was previously receiving. I've complained to Shell Energy. They've accepted that the fault is not on my property but I was still asked to be at home for an engineer's visit. I was told that I would be charged £130 if no one was at home on the day. No engineer visited, nor did they tell me that his/her visit had been cancelled. The compensation doesn't work both ways and they are not in the compensation scheme that many of the other big broadband providers subscribe to. If you lose a days work waiting at home it just means that you need to take another day when they may want to call or not call as the case may be. Everytime I contact Shell Energy it takes about 25 minutes minimum for the line to be answered by a person. They've always been polite and I so have I but nothing happens. It may be an Openreach problem to solve but when I was with the Post Office and there was a line fault it was dealt with urgently and in any event my contract is with Shell Broadband. I'm looking for another service provider because they have breached the terms of the contract. Shell should stick to being an energy supplier because they are a complete failure with broadband as all these single star reviews suggest.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-08-12
- Location
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- Location
- llanafan
- Reviewing
- Shell Energy
- Date
- 2022-08-12
- Comments
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service stopped working for 3 weeks
changed supplier but unable to cancel
old service tried 5 times and still getting billed for a service i do not want
- Location
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- Location
- macclesfield
- Reviewing
- Shell Energy
- Date
- 2022-08-09
- Comments
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Called to renew /upgrade contract.After agreeing I recieved two emails first with confirmation of 18 month instead of 12 month.Second email telling I am coming to the end of my contract soon and info on continuing price and an offer higher then just agreed.Customer service person spoke garbled english and had no clue after 23 minutes about my new contract.Then cut me off.Absoultely useless CS.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-08-08
- Comments
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This company only wants your money and are not prepared to fix the problems. Been without broadband 3 months and have threatened to blacklist me
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-08-05
- Comments
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They're quick enough to sign you up and send you a router but, when the new router delivers much slower speeds than previously and keeps dropping out about 10/15 mins, it's almost impossible to make contact with them! After an hour and a half on hold, the issues were still unresolved. They say they offer an online chat option but this is always down, too (or maybe because my wifi's now really weak, it can't connect?). Absolutely the most slow and shocking customer service. They might be one of the cheaper providers but buyer beware! I wish I'd paid a little more and been able to make contact with my provider the same day. Instead, I've lost income due to loss of clients and had to pay for bolt ons on my phone to 'get by'. All whilst paying them my monthly bills! Absolutely shocking.
- Location
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- Location
- WARRINGTON
- Reviewing
- Shell Energy
- Date
- 2022-08-05
- Comments
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I was a post office customer so had to switch to shell energy ( a case of necessity not choice ) The b/b is reliable to a degree but quite slow considering i pay for superfast ringing the c/s the wait time is appalling even after 45 mins iwas still waiting and was then told best time to ring 7 am why should i have to do this to speak to someone im currently looking to change
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-04
- Location
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- Location
- West Bromwich
- Reviewing
- Shell Energy
- Date
- 2022-08-02
- Comments
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Shell overcharged my account,2 months later I’m still waiting for a refund,I’ve spent a considerable amount of time on the phone to no avail, please avoid this company, the customer service is beyond a joke
- Location
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- Location
- Worcestershire
- Reviewing
- Shell Energy
- Date
- 2022-08-02
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn't.
I've called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I'm on the line for 40 - 50 minutes, most of it 'on hold' waiting to be transferred to their 'Retentions Dept'. On 3 occasions, they've offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
To be fair, their broadband has been reliable, so I've not had to deal with their customer 'service'. Now that I have, I can see why so many others give it a good slagging off.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Awful company. Broadband is patchy at best, speed is NOT what is advertised. Sometimes you can generate 10MB connection speed, other times it just falls out completely. Web pages don't load properly, pictures and message interaction is a nightmare.
Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.
Tried to cancel but they put every barrier possible to delay you and thus fall out of the cooling-off period.
AVOID AVOID AVOID.
- Location
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- Location
- Banbridge
- Reviewing
- Shell Energy
- Date
- 2022-07-31
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-07-30
- Comments
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Finally received my Ombudsman cheque today after a period of hassle lasting 6months. Unanswered phone calls, on line chat and emails unanswered just when mu landline developed a fault and they became uncontactable what a shower they have proved to be.
- Location
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- Location
- BOGNOR REGIS
- Reviewing
- Shell Energy
- Date
- 2022-07-29
- Comments
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Such a bad costumer service ,such a bad experience i had with shell just in 4 days never more .they are not trustworthy.
- Location
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- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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Worst broadband I have every had. Cant contact as they make it impossible to speak with someone so used email to communicate and told my speeds are as they should be. I only stream but have no confidence that I can watch without constant buffering so have lost confidence completely. Should come with a warning when a company is this bad. Currys pc World should cut all ties and I will put this to them next time I am in the shop, sold a contract that will waste 18 months due to bad connectivity
- Location
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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If I could give minuses I would. Their service is appalling and customer service non-existent. They're still chasing me for router return and this month's payment. I left them on 27/6 after they ignored my complaints for 4 months and the router has been returned. It was ex PO, so no use to them anyway. I had to deal with all their crap at the same time as my sister received a terminal diagnosis and died on 1 May. AVOID AVOID AVOID.
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Location
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- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps - at the time of writing this, it is just 9.59 - going to contact customer services today for an explanation.
- Location
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- Location
- DERBY
- Reviewing
- Shell Energy
- Date
- 2022-07-25
- Comments
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Suggest dont go with it.. horrible customer service.. never picks the call, long waiting times.. internet keep fluctuating and raised many complaints to date on very low internet speeds to what promised. next time i should go with some service provider not linked to openreach..
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Location
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- Location
- E11 1PT
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Comments
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Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.
- Location
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- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2022-07-23
- Comments
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They have been overcharging me for months which they admit.
Arranged for credit for overpayments and a back dated contract
They've done nothing, was promised email confirming everything, no email.
They are a shambles, who have so many underlings, that they have no clue what they are doing.
- Location
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- Location
- Weston super mare
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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Don't bother. I'm now leaving.
Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I'd have a call in 2 days. Call them to follow up, was told I don't need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.
I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn't listen, did speed test and said your speed is above your minimum, so not sending new router.
Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.
So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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After many years as a happy Post Office customer I was migrated to Shell Energy Broadband when they bought the PO - the transfer was chaotic, the billing was wrong and the online account was messy and difficult to navigate.
The I moved house. Someone ticked the wrong box on the order and after two weeks of spending at least an hour on the phone everyday going round in circles unable to talk to anyone that could deal with the problem, waiting in twice for BT Open Reach even though there was nothing wrong with the line - it was always an internal order problem - still nothing. Everyone promised to phone me back, only one person ever did.
In the end I had no choice but to move to another provide; Shell didn't get me connected at all, but are now trying to charge me £110 for leaving the contract early.
Very stressful to deal with - the Shell system cannot cope with any problem even slightly out of the ordinary.
Cannot recommend them.
- Location
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- Location
- Newport
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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My mother upgraded her broadband and Shell asked that she return her previous router, promising to send SAE packaging. It never came. She chased. Ditto. She'll charged her £35 for not returning the router, so she chased and they promised to refund and send packaging; they didn't and refused to refund. Its a catch 22-they won't send packaging, so are fining my mother for not returning the router. Utterly corrupt. Avoid Shell and go for another provider unless you want to be charged for not returning your old router irrespective of whether you seek to do so
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.