1,452 Customer Reviews over 37 pages
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- Location
- Yorks
- Reviewing
- Shell Energy
- Date
- 2020-04-20
- Comments
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Staff are quite helpful but the speed is absolutely woeful and the connection drops frequently. The best thing to do is not sign up at all. Today's average speed is 1.3mbps, my mobile hotspot works better. Not sure how Shell is still able to sell this product, pretty much feels like a scam.
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2020-04-19
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2020-04-19
- Comments
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Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
- Location
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- Location
- West Sussex
- Reviewing
- Shell Energy
- Date
- 2020-04-14
- Comments
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Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere.
- Location
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- Location
- StHelens
- Reviewing
- Shell Energy
- Date
- 2020-04-11
- Comments
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Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever .
- Location
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- Location
- Westhoughton
- Reviewing
- Shell Energy
- Date
- 2020-04-08
- Comments
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Since set up in February this year have had to restart the router every day as it freezes, more recently the internet keeps going offline several times a day,have tried everything they have suggested on how to resolve it but no joy.
Been told it's my BT master socket causing the issue.
Never had a problem with sky, plusnet or talk talk.
- Location
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- Location
- England, Maidstone, Kent
- Reviewing
- Shell Energy
- Date
- 2020-04-07
- Comments
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This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers.
- Location
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- Location
- Morden
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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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.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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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...
- Location
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- Location
- Luton
- Reviewing
- Shell Energy
- Date
- 2020-03-25
- Comments
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Agreement was 'VAT included' prices. First bill had VAT added to these prices!
Unable to get a reply from Shell, looks like OFCOM next.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-03-25
- Comments
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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.
- Location
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2020-03-23
- Comments
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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.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2020-03-19
- Comments
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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
- Location
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- Location
- BIRMINGHAM
- Reviewing
- Shell Energy
- Date
- 2020-03-16
- Comments
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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.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2020-03-14
- Comments
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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!!!!
- Location
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- Location
- Otley
- Reviewing
- Shell Energy
- Date
- 2020-03-12
- Comments
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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.
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-03-10
- Comments
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Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!
- Location
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- Location
- Wellingborough
- Reviewing
- Shell Energy
- Date
- 2020-03-06
- Comments
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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
- Location
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- Location
- Dartford
- Reviewing
- Shell Energy
- Date
- 2020-03-05
- Comments
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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"
- Location
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- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2020-02-26
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-02-24
- Comments
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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.
- Location
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- Location
- Borehamwood
- Reviewing
- Shell Energy
- Date
- 2020-02-20
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-02-17
- Comments
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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!!!
- Location
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- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2020-02-09
- Comments
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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
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2020-02-07
- Comments
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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
- Location
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- Location
- Stoke-On-Trent
- Reviewing
- Shell Energy
- Date
- 2020-02-06
- Comments
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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 ***
- Location
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- Location
- South Coast
- Reviewing
- Shell Energy
- Date
- 2020-02-05
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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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
- Location
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- Location
- Granato
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
- Location
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- Location
- Rushden
- Reviewing
- Shell Energy
- Date
- 2020-01-29
- Comments
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I have had no problems were with first utility so same connection just carried over.However when I tried to tell them an external bracket holding the incoming wire was hanging by one screw this being a health and safety issue I was adiced I could fix it myself or hire an electrician I contacted outreach and they took two to come and fix it.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2020-01-21
- Comments
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The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made.
Initially the router they provided me can only be described as unfit for purpose. Additional expense of around £100 to buy my own router which made things marginally better.
Constant drop off in the Internet
Made streaming, gaming etc a nightmare but when your tied into a 18 month contract you just need to grin and bear it.
Since going back to BT Shell are charging me a disconnection fee of £15.00 regardless if you out of contract and have also stated there will be a £35.00 charge if I don't return their router in perfect working order.
My advice would be while their deals may seem a little lower the service you get is extremely poor.
In today lifestyle I've become reliant on broadband for paying bills, booking doctors appointments/prescriptions etc so trying to do the most basic of chores can become quite frustrating.
Please do take notice of their terms and conditions as they will charge you at any opportunity.
When you do get to speak to a customer service depot whilst being very polite will not accept any fault and will blame open reach
Since returning to BT I can only describe this as shear bliss with absolutely no problems so this can only lead me to the conclusion all the issues I had to deal with were actually down to shell
Do your self a favour if you're considering Shell and look else where
BUYER BEWARE!!!!!
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2020-01-20
- Comments
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This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap.
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-01-17
- Comments
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Signed up Aug 19
Nothing but trouble, minimal connection, router flashing red. Poor customer support and communication with false promises.
4/5 of no service but still collecting the direct debit but want to offer a £5 goodwill.
Avoid at all cost!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-01-14
- Comments
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AVOID. Go elsewhere, you will regret signing up with these clowns.
Wish I'd read the reviews before being lured in by the download speeds of 63mbps and low price.
Speed drops off repeatedly every day during the day and in the evening. Tried all kinds of troubleshooting but finally concluded the problem is on their end - they're just completely unreliable. Customer Service is bloody appalling.
Cheap does not = good. Go elsewhere.
- Location
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- Location
- Rugby
- Reviewing
- Shell Energy
- Date
- 2020-01-12
- Comments
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Got this online and since then always been disappointed with the service and lack of transparency. The broadband took 45 minutes and a number of calls to customer service to get started.Speeds have been terrible. No framework and minimum options like parental controls..Customer services take ages to respond. A complaint (which they take very seriously apparently) took them a month and a bit to reply. Got fed up and cancelled the contract..at a loss of £140 which is there charge for early termination...the telecom regulatory should investigate these guys.
- Location
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- Location
- Stafford
- Reviewing
- Shell Energy
- Date
- 2020-01-10
- Comments
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Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload
Over Xmas noticed that broadband was very slow and continually dropping out.
In New Year found that phone was not working so raised service call.
Broadband speed down to 6Mb download and 4Mb upload...a joke!!
Within 24 hours told that tests had shown fault on line and they will arrange for BT engineer.
5 days later still waiting to hear when appointment.
My wife has cancer so we need phone to receive hospital appointments and to make emergency calls if needed.
Having to raise formal complaint now with Shell.
They do not seem to care at all.
We will get out at first opportunity
- Location
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- Location
- devizes
- Reviewing
- Shell Energy
- Date
- 2020-01-10
- Comments
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will be changing asap, no support, keeps losing connection utter rubbish.
- Location
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- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2020-01-09
- Comments
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********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2020-01-08
- Comments
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wish I had read reviews first,worst broadband provider I have evedr had,an absolute disgrace,cannot wait to leave
- Location
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- Location
- Sheringham
- Reviewing
- Shell Energy
- Date
- 2020-01-06
- Comments
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Absolutely shocking company and I will get out as soon as I can.
As I write this review I have been on hold for 45 minutes waiting to get through to find out where my router is, which should have been sent out by them a week ago (this is only because I purchased a house which uses their broadband and they insist on a new router for a new customer). What a stupid system as the other providers I have used have ALL just transferred the service without the need to change the router.
Still waiting for them to answer so BEWARE if you decide to use them, you have been warned, from a very dissatisfied new customer and as quickly as I can an ex customer.
- 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.