1,452 Customer Reviews over 37 pages
-
- Location
- Sothend on Sea
- Reviewing
- Shell Energy
- Date
- 2022-02-18
- Comments
-
Absolutely dismal appalling customer service
Once you have signed up and they have you on a contract They dont give a **** anymore Thats if you can get hold of them in the first place without incurring a huge phone bill STEER CLEAR AND LOOK ELSEWHERE
- Location
-
- Location
- Chepstow
- Reviewing
- Shell Energy
- Date
- 2022-02-18
- Comments
-
It's terrible. Yes I was with PO for price. But it worked. Never had a problem. Now no Netflix. Even quiet times of day, no internet. How can this be, same lines
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-02-15
- Comments
-
Initially the speed and reliability were as expected but after three months both dropped dramatically. On occasions the speed was below 1Mb. It is almost impossible to contact Shell Customer Service, unless you want to wait hours on the telephone or on their Chat service. It took 3 months for them to resolve the issue (problem with Openreach apparently) during which time I had to continue paying the full monthly fee on the promise of reparation on resolution. I have now been waiting two months for my "Goodwill gesture" whilst they try and charge me for engineer visits that never happened. After all of this, they insist that I pay my bill and await a refund or I will incur late payment charges. I have decided to end my contract early but now they want me to pay an early exit fee. DO NOT TOUCH THIS COMPANY!!!
- Location
-
- Location
- Clee Hill
- Reviewing
- Shell Energy
- Date
- 2022-02-12
- Comments
-
They don’t answer the phone, if you email them ,they don’t deal with your complaint just fob you off.My broadband bill jumped from £40 to £67 and I can’t get an explanation why , the broadband speed is rubbish and keeps dropping off.
- Location
-
- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
-
If i could give shell no stars i would. I am helping my daughter with a complaint and we have been cut off multiple times and all i can say about their customer service is it is appalling and terrible and that is being kind
- Location
-
- Location
- Cambridge
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
-
Internet connection keeps dropping out and failing to re-connect, happens on my laptop and my phone but not at the same time, have to shut down and re-start to get internet again. Had acall backfrom them asking for photos of the router back and front as well as myphone socket. Vague mutterings about 5G, took readings of connection speed for them over a period of three days and submitted them but they have never phoned back despite chasing twice by email. Hopeless technical and customer service, I will be changing to another provider as soon as the contract period ends.
- Location
-
- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
-
Absolutely terrible service,internet connection is off or drifting all the time,not fit for purpose,avoid this company like the plague,cannot wait for the contract to end,no such thing as customer service from them.shameful treatment to their customers and crap internet provision give them a wide berth.
- Location
-
- Location
- U.k
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
-
The broadband speed so slow it STOP working after few days then u have to call them again and again
Which take so long to pick up calls ,u have to call them every week that broadband STOP working. BAD BAD BAD services.I wana cancel my contract but thay charge lot of cancellation fee,Please don't buy their broadband ever.
- Location
-
- Location
- Froncysyllte
- Reviewing
- Shell Energy
- Date
- 2022-02-10
- Comments
-
Unable to get WiFi coverage unless seated next to the router.
Internet is dropping on a daily basis and so without access at all.
Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
- Location
-
- Location
- Hayle
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
-
I'll keep it short..looks like I'm going to take out a claim on MCOL. Wish I had seen the reviews before sighning up. A David and Goliath confrontation, wish me luck.
- Location
-
- Location
- LEEDS
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
-
Please avoid if you eventually get through to them on your mobile which can be over half an hour its at your cost for a multi million pond profit company very very poor if I could get out of my 18 month contract I would be be like an a Olympic sprinter of the starting blocks
- Location
-
- Location
- Wisbeach
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
-
There is no such thing as “customer service” with SHELL Broadband and phone.
No one should be left holding a phone for over an hour whilst trying to contact this lot and being subjected to constant repeated adverts about how easy it is to upgrade etc, plus that awful, monotonous “twanging” sound that passes for music!
My phone line had ceased to work and I don’t have a mobile as I hate the things.
I asked my nephew to call and he waited 49 minutes to get through.
That is disgusting!
I have about 5 months left of this cursed contract and then I will be gone as fast as I can!
Stay well away from SHELL, they are rubbish!
- Location
-
- Location
- barking
- Reviewing
- Shell Energy
- Date
- 2022-02-08
- Comments
-
took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,
got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.
they can not even give you correct imformation as soon as contract ends i will be leaving
nothing like this when with post office
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-02-08
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-02-07
- Comments
-
Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.
- Location
-
- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-02-07
- Comments
-
Visiting a relative in Cornwall, what a horrible service She’ll broadband are offering. Broadband appears to be been down for several hours. Can you contact Shell, can you flip. No online service indicator, online chat is a muppet bot. Phone impossible to get answered.
- Location
-
- Location
- Fife
- Reviewing
- Shell Energy
- Date
- 2022-02-03
- Comments
-
I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
- Location
-
- Location
- Stamford Lincs
- Reviewing
- Shell Energy
- Date
- 2022-02-02
- Comments
-
It took me 45 minutes to get through to customer service to talk about renewing my contract.
I am not in a position to change to another company, otherwise i would have galloped away!
Even though I said at the beginning that I wanted to renew, it still took their "service" department that length of time to answer my call (at 7pm when I would have expected fewer people in the queue) and that incessant, dreary music plus the constant repeating of how wonderful they are, was driving me nuts!
If I could have gone elsewhere, I would have, believe me.
This is a rubbish company and if you have any sense you will go elsewhere!
- Location
-
- Location
- Beds
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
-
Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.
- Location
-
- Location
- EXETER
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
-
The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.
- Location
-
- Location
- Uppingham
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Comments
-
Absolutely rubbish l have been trying to contact them for over 3 hours today can’t speak to anyone not sure what to do
- Location
-
- Location
- sutton in ashfield
- Reviewing
- Shell Energy
- Date
- 2022-01-31
- Location
-
- Location
- Torbay
- Reviewing
- Shell Energy
- Date
- 2022-01-30
- Comments
-
Worse ever supplier been with a few but she’ll is diabolical always slow some nights not getting any Wi-Fi customer service saying we have to much on internet but like I said it’s not all on at same time with others it’s sometimes slow but with shell well I can’t wait for contract to end never ever again will we have shell and can’t get printer to work on shell where it worked on all the others we had
- Location
-
- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2022-01-28
- Location
-
- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-01-22
- Comments
-
Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid.
- Location
-
- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2022-01-21
- Comments
-
Poor customer service, they are not easily accessible, was speaking with one few minutes ago and she just decided to keep mute without giving an explanation. In short I am done with Shell broadband
- Location
-
- Location
- Whitstable
- Reviewing
- Shell Energy
- Date
- 2022-01-20
- Comments
-
Avoid at all costs. The have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!
- Location
-
- Location
- Redditch
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
-
If the owners ever read this.
Please sort out the whole company you are making people unwell with anxiety and frustration.
Mother in law 83 years old,wanted a move from Wales to warwickshire,
Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
We asked for our £60 connection fee returned, which I know she won't get.
Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
I hope something is done, you should not be able to operate like this.
Do not go with this company until they can offer a proper service.
- Location
-
- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-01-19
- Comments
-
Awful customer service and extra charges.
We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
I definitely wouldn't recommend shell broadband and will be changing supplier.
- Location
-
- Location
- Sleaford
- Reviewing
- Shell Energy
- Date
- 2022-01-17
- Comments
-
Absolutely awful. Speed is poor 8mbps, frequent cut outs, can't use Netflix, Eurosport or iPlayer, no range having to use Ethernet cables and boosters. It's cheap for a reason! Will cost me £276 to get rid of this after 3 months but it is well worth paying. DO NOT TOUCH SHELL ENERGY WITH A BARGEPOLE
- Location
-
- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-01-17
- Comments
-
I would definately avoid shell broadband as a provider as they cancelled the installation of the services twice as they are incompetant at taking over the line more importantly failing to notify me that they have been unsuccessful. Went to complain twice and keep getting cut off.
- Location
-
- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-01-13
- Comments
-
Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid
- Location
-
- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-01-12
- Comments
-
Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.
Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.
- Location
-
- Location
- Hitchin
- Reviewing
- Shell Energy
- Date
- 2022-01-10
- Location
-
- Location
- Hythe
- Reviewing
- Shell Energy
- Date
- 2022-01-08
- Comments
-
we have unstable and poor broadband
after many phone calls nothing has
changed.0.02 to 0.06 is not useable
open reach have checked,agreed the speed is the worse they have seen and recommended callflow.as they seen unable to rectify the problem.
- Location
-
- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
-
I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.
- Location
-
- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
-
Shoddy router was and still is my issue - used another router and disconnects and speed issues have for me gone away (Ive gone back to the one I was given by Vodafone). Just for Information I don't use wifi from router as I have separate mesh for that.
Its odd though as seems the router has half decent reviews so maybe crippled some other way
- Location
-
- Location
- BRISTOL
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
-
Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!
- Location
-
- Location
- Kilsyth
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
-
Really poor speeds- average 13.34 Mbps. Rude and aggressive customer service people when you dare to complain to them. Unreliable service which drops out for anything from a few minutes to 3 hours. Avoid like the plague.
- Location
-
- Location
- Tiverton,
- Reviewing
- Shell Energy
- Date
- 2021-12-31
- Comments
-
DREADFUL company, apparently switched by Uswitch, loads of agro as when I moved to my new property there was no landline & cottage needed rewire & refurb. This meant that shell could not & did not supply any service. Since then Ive been hounded for connection fees.
Now with the Ombudsman.
In my opinion this company is beyond belief in their lack of customer service. Advice dont touch.
- 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.