1,452 Customer Reviews over 37 pages
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- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2023-08-14
- Comments
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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!!!
- Location
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- Location
- Aspatria
- Reviewing
- Shell Energy
- Date
- 2023-08-11
- Comments
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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 :))
- Location
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- Location
- London NW1 8UB
- Reviewing
- Shell Energy
- Date
- 2023-08-09
- Comments
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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!!!!
- Location
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- Location
- camberley
- Reviewing
- Shell Energy
- Date
- 2023-08-09
- Comments
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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 ...
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-08-08
- Comments
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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.
- Location
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- Location
- Chesterfield
- Reviewing
- Shell Energy
- Date
- 2023-08-08
- Comments
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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.
- Location
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- Location
- Leamington Spa
- Reviewing
- Shell Energy
- Date
- 2023-08-08
- Comments
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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!
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-08-05
- Comments
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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.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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Total rubbish. Keeps falling out. Their"award winning router" can't hold a signal for 5 minutes without it disconnecting. DO NOT BUY
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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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
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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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!
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2023-08-01
- Location
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- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2023-07-31
- Comments
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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!
- Location
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- Location
- Ayrshire Scotland
- Reviewing
- Shell Energy
- Date
- 2023-07-31
- Comments
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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 !
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-07-30
- Comments
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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
- Location
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- Location
- Bognor Regis
- Reviewing
- Shell Energy
- Date
- 2023-07-30
- Comments
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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.
- Location
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- Location
- Northwest
- Reviewing
- Shell Energy
- Date
- 2023-07-29
- Comments
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Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.
- Location
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- Location
- Wolverhampton
- Reviewing
- Shell Energy
- Date
- 2023-07-28
- Comments
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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.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-07-27
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2023-07-26
- Comments
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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
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2023-07-25
- Comments
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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
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2023-07-25
- Comments
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The worst customer service I have come across,unfriendly pass you from department to department,dont use this broadband provider
- Location
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- Location
- Nw10
- Reviewing
- Shell Energy
- Date
- 2023-07-24
- Comments
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Never ever ever move migrate or use shell broadband i am using capitals to over emphasise the fact do not use shell broadband...They are rude! Unhelpful nothing happens when you need help there is no complaints dept i repeat no complaint dept whatsover it is a disgrace!!! I apparently changed providers without doing so thereafter i have had no help no help no one can give you information about your case no one at shell cares about you they just want your money!!! Go elselwhere or let it be at your peril!!!
- Location
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- Location
- Kippax
- Reviewing
- Shell Energy
- Date
- 2023-07-22
- Comments
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A shocking service from a shambles of a company.
I took over my Mum’s finances when at 88 years of age she developed Alzheimer’s.
Shell Energy constantly fail to send invoices, always ring demanding money and their bills make no sense to me whatsoever when they do eventually arrive.
Can a bill of £47.00 a month be correct for someone who doesn’t use broadband?
My surprise is that this company is anything to do with Shell and are allowed to use the logo.
Absolutely appalling customer service….
- Location
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- Location
- PRESTON
- Reviewing
- Shell Energy
- Date
- 2023-07-21
- Comments
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One of the world slowest internet on the earth. Maybe they were trying for Oscar with there brand. My personal rating 0.00000000000001
- Location
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- Location
- Horsham
- Reviewing
- Shell Energy
- Date
- 2023-07-19
- Comments
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Terrible customer service, bills all wrong, not helpful when openreach issue occurs. Now I'm stuck in 18 month contract with them. I blame Currys for selling them to me!!
- Location
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- Location
- Oldham
- Reviewing
- Shell Energy
- Date
- 2023-07-18
- Comments
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I've never done a review before but wish I'd believed these 1 star reviews prior. Shell energy has an unreliable internet connection, and I felt like I worked for them and not the other way around as they treated me like dirt, continually trying to find way to get more money out of me 3 months after I had left them.
- Location
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- Location
- Wakefiled
- Reviewing
- Shell Energy
- Date
- 2023-07-16
- Comments
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Mum whose in her 80s always being with the post office now these idiots have taking over, I pay her bills for her, but have to travel to post office because there's no way of paying over Internet unless she authorises for me to manage her account, tried setting up a direct debit from dad's account that I manage so I can authorise it, but they refused it so I'm still trailing around post offices to pay the dam bills, what does it matter if it comes out of mine, dad's or her own(which don't allow direct debits) as long as it gets paid, would be so much easier to pay over Internet, so not only am I using petrol, or using a stamp or having to pay over the phone, it's costing me, useless company
- Location
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- Location
- Wilmslow
- Reviewing
- Shell Energy
- Date
- 2023-07-14
- Comments
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My service is more off , than on!! Very unreliable! I certainly wouldn’t recommend them. It would be impossible to work from home!
- Location
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- Location
- MERSEYSIDE
- Reviewing
- Shell Energy
- Date
- 2023-07-13
- Comments
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SHOCKING ....IVE BEEN OVERCHARGED FOR A BROADBAND PACKAGE SINCE NOVEMBER 2022 AND DESPITE 4 ATTEMPTS TO RESOLVE THE MATTER IM STILL BEING OVERCHARGED IN JULY 2023... AVOID AVOID AVOID
- Location
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- Location
- PRESTON
- Reviewing
- Shell Energy
- Date
- 2023-07-13
- Comments
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One of the biggest mistake my in my life is using shell energy broadband.worst customer service,lies,WiFi no working, oh my god I can't explain..
- Location
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- Location
- Leamington spa
- Reviewing
- Shell Energy
- Date
- 2023-07-10
- Comments
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They are very bad in service, font go for shell energy broadband. I have a very bad experiences as compare to others
- Location
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- Location
- Ely
- Reviewing
- Shell Energy
- Date
- 2023-07-10
- Comments
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Hasn't worked properly from the get go and it's hard to contact customer service as they give you the usual "go online and let the chatbots or help options see to your needs" rubbish. How can I go online when my internet isn't working? Basic logic fault.
Whether it's the router or exchange problems god alone knows as the Qube guy couldn't fix it.
I've had no reliable connection since I switched provider to Shell. Nearly 2 weeks now
I'm disabled and need a decent service to stay connected.
I wish I'd stayed with my previous provider now. At least when I had power cuts the router would reconnect automatically.
I'm frustrated and disgusted.
- Location
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- Location
- Worcester
- Reviewing
- Shell Energy
- Date
- 2023-07-08
- Location
-
- Location
- Stirling
- Reviewing
- Shell Energy
- Date
- 2023-07-07
- Comments
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Terrible Intermittent Service. Customer Service is hard to get a hold of - when you do, they are rude.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-07-04
- Comments
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The worst customer service I have ever experienced in my life. I would strongly advise you to steer clear of Shell Energy. We have been unable to use wifi for two months and I call about twice a week to follow up on my litany of complaints only to be told there is no issue. They refuse to let you talk to the complaints department and after a month of numerous phone calls they finally promised to send out an engineer. My two housemates and I waited at home for two days and no engineer arrived. We are being charged each month for a service they do not provide.
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2023-07-03
- Comments
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Demands for bills that have been paid and causing me at 76yrs old much stress. Issue now sorted and can only hope it is not repeated.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-07-02
- Comments
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Broadband continually tells you network slower than other companies and it’s true
But apart from that the Hub has singed/ marked my computer table as it must overheats .. Shells answer “ put in open space ??? Like where .. the back garden or suspend it from ceiling .. how ridiculous and unsafe this is and they now ignoring me !!!
- Location
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- Location
- Lewes
- Reviewing
- Shell Energy
- Date
- 2023-06-27
- Comments
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Absolutely rubbish, rubbish coverage/ no internet received however they will try and charge you for month you've had no coverage, the internet is an apsolute joke, rip off
- Location
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- Location
- Carmarthen
- Reviewing
- Shell Energy
- Date
- 2023-06-26
- Comments
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I reported a line fault and was informed by Shell that they had supplied the wrong router for the broadband package I was on and supplied a new one which didn't work !!
I reported that the NOT wall unit indicates a line fault only to be told to perform a series of tests on the router and wiring no avail.
Further phone calls with the telephone line disconnecting while being transferred to other technical departments!
Further calls to Shell and finally advised that a telephone service engineer would call same day at 3pm or following day between 10 - 12am.
No engineer arrived.
Further call complaining about this only to be told that no engineer's appointment had been made.
On the Saturday I was finally able to speak to someone in the UK who promised to get an engineer to attend on the following Monday.
To my surprise an Openreach engineer came on the morning and sorted the line fault out and confirmed that it was the line and not the router or wiring to the router at fault.
I cannot wait until I can change my broadband provider and hopefully not experience the problems with a very inefficient technical support Department like Shell.
- 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.