1,452 Customer Reviews over 37 pages
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
-
I was with the post office, then she'll toothpaste over, now extremely slow, rarely able to use laptop, can use mobile which is better than it was this was due having a replacement rooter, buti gave up hoping for better, also they changed my number when they gave me new rooter, now I find I'm ex directory, no one can now find my number as they no longer add the number to the directory, not a service they offer according to customer service I rang today, can't wait until my contract is up, they are appalling.
- Location
-
- Location
- neath
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
-
the way you handle the relatives of deceased loved ones when sending a final bill, you make the bill look like people owe you money, you even put on a pay by date, lucky i noticed after paying your company, that you owed the money to myself and not the other way around, i had to phone to complain, how many people have fallen for your little tricks on making people think you owe the money, like myself, clearly out to swindle greaving, the vulnerable and the elderly , you must be making millions out of the most vulnerable people, shame on you
- Location
-
- Location
- Moray
- Reviewing
- Shell Energy
- Date
- 2023-02-02
- Location
-
- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2023-02-01
- Comments
-
I would never usually bother to leave a bad review but feel the need to share about avoiding Shell!
Unfortunately the only positive thing to say about Shell is that the internet is ok (if it works) but the customer service (if you manage to get through before being on hold for an hour) is terrible. I’ve been lied to about my rights, had issues with resolving any internet problems (seems to take a while to resolve anything, even when the internet doesn’t work at all). The router they send is terrible and randomly died but Shell didn’t take responsibility and charged me for an engineer visit (which they later refunded after multiple calls disputing). I’ve had issues with connection and speed. Whether it’s zero internet or bad connection and poor speed.
Even when leaving them recently as near the end of my contract, they caught me in a trap of believing what they said that when I would move provider, that the new provider would take over their line - without actually saying that I need to ask the new provider for an “in-line takeover”. They then said that I hadn’t cancelled my contract when I had initially called (with plenty of notice) and offered me to stay with them. Now that I’m my last few weeks of the contract, I currently have no internet.
If you want bad customer service and multiple internet issues to make your life more difficult and stressful, go with Shell. Otherwise, I’d advise staying clear!
- Location
-
- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2023-01-30
- Comments
-
Please avoid. Broadband was pretty expensive but went with it because of the high speeds promised. Speeds were good when stable but regularly experienced drop outs and generally unreliable. Customer service really disinterested and bored which made me think they probably get a lock of flack for the poor service generally. Definitley wouldn't go back to them again.
- Location
-
- Location
- Shanklin
- Reviewing
- Shell Energy
- Date
- 2023-01-26
- Comments
-
Agreed £17
Bill raised to £27.+
Impossible to call or discuss when finally get through speaking to different people. Their internet not working so can't help
We are both elderly and disabled and only need internet for forced online stuff we don't want to do!
Stress stress stress ! Theft of our money !
We are entitled to social tariff and it keeps being ignored
- Location
-
- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2023-01-25
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-01-24
- Comments
-
Worse experience ever
Many website has been filtered to access
Low speed
Please if someone know how can I complain to other organization to cancel my contract with this unprofessional company let me know.
They ignore any complain.
- Location
-
- Location
- Notts
- Reviewing
- Shell Energy
- Date
- 2023-01-21
- Comments
-
Connected to broadband on 16.1.2022. By 05.01.2023 I was having problems with it dropping out. BT Openreach came out and nothing wrong with the line coming into the house. Shell have tested my line everytime I phone them, they have split the router to 2.4 & 5Ghz. Still kept dropping out. Then advised that nothing else could be done.When I said I wanted to cancel they said they would charge the early cancellation fee (nearly £300) because I had used their service. Apparently 8 devices connected to it (3 lamps, laptop, Alexa and phone. Another phone and a Firestick were not on the property at the time of my conversation). Just read that typically 255 devices can be connected to a router via wifi.
- Location
-
- Location
- Oldham
- Reviewing
- Shell Energy
- Date
- 2023-01-20
- Comments
-
When I agreed this contract it was for FIBER TO THE HOUSE .NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house.
No problem sir our new 'Fiber plus ' will give you that . 14 days to connect it.
After several calls and issues I opened the little grey wall box outside ---- NO fibre just old nasty copper !
Then yesterday I spoke with two Openreach engineers that had just completed fibre to the house two doors away. They told me that at the moment Shell could ONLY supply fiber to the cabinet NOT to the house. Right or not that fitted with what they did and told me. Go back to Petro Chemicals Shell. You can't do Broadband.
- Location
-
- Location
- Rochdale
- Reviewing
- Shell Energy
- Date
- 2023-01-14
- Comments
-
At first I thought this wifi would be really bad but when I got it, it worked just fine and with the speed of 72mbps which is pretty good it depends on where you live so it might not worth for your area
- Location
-
- Location
- Newburgh
- Reviewing
- Shell Energy
- Date
- 2023-01-13
- Comments
-
Just joined shell absolute shambles of a company.one month in phone issue now broadband drops out every ten minutes
Blames me for having to many devices but I can leave if I cough up 280 pounds
My advice don't use there broadband
- Location
-
- Location
- Camberley
- Reviewing
- Shell Energy
- Date
- 2023-01-10
- Comments
-
Changed from SKY frpr broadband and telephone. from day 1 some callers to my landline got the message "This number does not exist" Shell were unable to fix the problem and after 4 months I went back to SKY. To add insult to injury Shell employed a debt collection company to chase me for £35 for the failure to return their router !!! unbeliveable
- Location
-
- Location
- Oxfordshire
- Reviewing
- Shell Energy
- Date
- 2023-01-08
- Comments
-
Shell took over my post office account. Having read other reviews I realise that I have been fortunate not to have had any problems with internet or phone. However I am only getting 20mps and I am pretty sure my PO contract was offering 35-ish.
However, Shell seem to be totally incapable of organising a direct debit and kept cutting me off. In the end I had to resort to paying online each month. At around £42 a month for “Superfast Broadband” and any time calls, it’s not a cheap option (not even fibre) and I am thankful that my contract is about to finish.
They never answer the phone, but greet you with a recorded message advising you to hang up if you’re driving. Do they think I’m a complete moron?
They should stick to oil and wrecking the environment. I’m off to Gigaclear and paying at least 40% less for a much faster connection.
- Location
-
- Location
- Aberdeen
- Reviewing
- Shell Energy
- Date
- 2023-01-06
- Comments
-
Had this less than 2 weeks, WFH and Shelll unable to help for 24 hrs . So was advised anytime it goes down yiu have to wait 24 hrs to get it fixed.
- Location
-
- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2023-01-05
- Comments
-
If you want to relive the 90s spending a day on the phone with dropped calls, constant redirects, clueless staff, management with no respect for the customer. This is the company for you.
- Location
-
- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2023-01-03
- Comments
-
I have been using Shell Broadband since early November. The router arrived a few days before activation and set up was easy. I have had no problems since. Consequently I haven’t used their Customer Service so I gave them 5 stars.
- Location
-
- Location
- Hazel Grove
- Reviewing
- Shell Energy
- Date
- 2023-01-02
- Comments
-
Since Shell took over from the Post Office my phone and broadband are nothing but trouble.
All my contacts have told me they are unable to get in touch.
1 - Weird noise on line,
2 - it may ring out and cut off,
3 - it crackles if working at all
4 - have tried several phones but the problem continues.
5 - my tech and phone works fine when tried at friends house
6 - customers service are trying to deal with Post Office customers and Shell customers
7 - They try to make you feel as if I'm the only one complaining
8 The service is not fit for purpose
9 - For any other purchase I am entitled to a replacement or refund. I feel Shell should refund all my payments since they took over from the Post Office.
10 - Shell service is so bad there have been radio programs of people complaining.
11 - Customer service people go through the same script each time I call and tell me there will be charge from OPENREACH if an engineer has to come out.
HOW CAN I KNOW IF THIS IS CORRECT?
From my experience SHELL SERVICE is not fit for purpose. It is an known fact because of the experiences of many other customers.
As a vulnerable person with mobility problems it is grossly unfair that SHELL should be allowed to treat people as it does and get away with such bad service.
Current corporates have run every utility service into the ground with no regard to good practice or duty of care.
- Location
-
- Location
- Great Yarmouth
- Reviewing
- Shell Energy
- Date
- 2023-01-02
- Comments
-
Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.
- Location
-
- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2023-01-01
- Comments
-
I had no other choice but to log a formal complaint today with Shell Energy, due to my - still to this day - completely un-functioning broadband.
My go-live date with Shell Energy Broadband was due to be on 12th December 2022. Throughout that day and into 13th December, the status indicator on the router was red and the x2 wireless indicators were solid green, however the router was unable to provide any WiFi to any device connected to it. Following Shell Energy's troubleshooting advice in the leaflet that came with the router, I thoroughly followed all advice and even went as far as checking the wiring within my network connections within my home. Having verified that everything was okay from my end, I called Shell Energy on 16th December to explain the issue.
During this call on the 16th December, Shell Energy performed a line test and this showed that there was a line fault on the local network. Shell Energy then arranged for BT Openreach to rectify the issue remotely, but failing that, an engineer would visit on 21st December.
I waited, and 21st December passed, yet my broadband was still not functioning. I called Shell Energy again on 22nd December to explain the situation, and Shell Energy ran another line test. This time, the result of the test indicated that my router was incompatible. Shell Energy then apologised and told me that they sent me the wrong router model for my package, and they would despatch a new router to me; however, with Christmas coming up, delivery of the router would likely be the 27th or 28th December.
Okay, so once more, I waited patiently. With no router delivered to me by 31st December, I decided to give Shell Energy a call once more. When I asked where my router was and if they could provide a tracking number as proof of postage, Shell Energy advised that no router was despatched to me following my previous phone call with them, and that they would now arrange for a new router to be despatched. I received email confirmation shortly after this phone call that the new router is now on the way to me, but I am yet to receive any tracking information to prove this, so as far as I'm concerned nothing is concrete yet!
To summarise - I am angry, saddened, frustrated, and completely disappointed in Shell Energy for the service I have been provided thus far. As a new customer, I should receive an amazing service yet I have been failed on multiple instances now, and left with no broadband for three full weeks - now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill.
I just simply cannot recommend Shell Energy. Never in my life have I been failed so badly by a company, with multiple failures back-to-back in providing the service I am asking for. The stress and hassle this has caused in both the run-up to and over the Christmas period has honestly made me resent Shell Energy.
Hopefully my formal written complaint rather than yet another phone call will resolve this situation, but I won't hold my breath...
- Location
-
- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-12-31
- Comments
-
Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider ... Shell asked me to return Router or I would be charged £35 ... I Then returned The Router ( at my own expense BTW ) Recorded Delivery , but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them ... Well They have no chance of ever Getting The £35 .. They Can Suck The Back of Them .. Avoid at All Costs .. Shell Broadband is Rubbish ..
- Location
-
- Location
- Scottish borders
- Reviewing
- Shell Energy
- Date
- 2022-12-30
- Comments
-
Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here's what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn't even 5% of what was promised. Utter shambles. Do not use.
- Location
-
- Location
- Bewdley
- Reviewing
- Shell Energy
- Date
- 2022-12-28
- Comments
-
I would give no stars but I’m being nice.it has been fine for a few months but al of a sudden it’s started being really poor. If it’s not disconnecting then the upload and download speeds is disappearing. I use it for Xbox and there is hardly any devices connected yet I still lag? I’m not wasting money on something that isn’t even worth it.
- Location
-
- Location
- Kingston
- Reviewing
- Shell Energy
- Date
- 2022-12-26
- Comments
-
Avoid at all costs... They advertise a super fast fibre and let you sign up to a 70 Mbps connection. In the sign up process they will show you an estimated range, which will we much lower than the 70 Mbps. In the end I only ever achieved 30 Mbps on good days, when the connection was working without any interruptions, which is rare. And is it any wonder that 30 Mbps is the absolute minimum the guarantee in their contract?
If you try to get in touch, be prepared to wait 30 min+ and telephone calls suddenly dropped. They answer to emails sometimes, but not always. Multiple of my emails asking for support remained unanswered.
And what a suprise, if you want to cancel as a result, they insist on the full amount to be paid. One of the worst Internet connections I ever had.
Service level is at the absolute minimum. Hope they go bankrupt!
- Location
-
- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
-
My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible.
4 days later open reach have attended and my line is fine, now ringing customer service at this point consists of being hung up on several times, being rudely advised I don't understand the royal mail strikes, being told that Shell won't even consider me sending a courier to collect a new router, let alone them send it via a different courier, so that new router I suggested 4 days ago is going to make its slow journey to me only now.
Complaint made, call handler was actually understanding unlike her other colleagues. I have had a credit made to my account which is great. However 11 days of no broadband later, new router is here and it's not working again, not even attempting to connect and yes I call Shell and I get through easily enough and tech guy understanding and pleasant but it's been 11 days without any service and Shell are just going to send yet another router in the hope that I have had just been extremely unlucky with my routers and a third one will do the trick. So day 11 of no service after only joining them less than 6 weeks ago. Man I wish I had stayed with Vodafone now, dam cost of living trying to tighten my belt and save a few quid, well it has certainly backfired!!!!
If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don't value the customer and their service is absolute garbage. AVOID AVOID AVOID
- Location
-
- Location
- Heywood
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
-
I've used Shell/post office for about 7 years now and had the same box, generally I have no complaints as it has ran ok but speed could be better.
A couple of months ago it went down and I called Shell a couple of time because it was unusable so eventually they said we will get an engineer out. Then the box started running fine again and they never turned up but my wife waited in for them.
And now box has gone down again, I called Shell and their customer service was very disappointing as the guy put me through technical and whilst I was on hold they all finished for the day.
So the next day I cancelled my contract and gone with someone else.
They did say a while ago I may need a new box so that was all I want but they seem reluctant to give me one.
I wouldn't bother using Shell
- Location
-
- Location
- Holt Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
-
Shell Energy Broadband as I was with the GPO and had excellent service with them! Shell are A rip off Energy company who want us to pay Five Grand per year for our energy they are a,Rip off so call Vodafone on 08080408408 and had hey they will save you a Fortune as Vodafone are a lot cheaper and shell are worser than Kcom!!
- Location
-
- Location
- Bury
- Reviewing
- Shell Energy
- Date
- 2022-12-20
- Comments
-
Had trouble from the beginning!!
Keeps looking signal.Even when I'm sat next to router.Sent me a twin pack extender.worst instructions going.I can't wait for my contract to end.
- Location
-
- Location
- Towcester
- Reviewing
- Shell Energy
- Date
- 2022-12-20
- Comments
-
Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyone
- Location
-
- Location
- Chippenham
- Reviewing
- Shell Energy
- Date
- 2022-12-19
- Comments
-
Router failed within a few months. Left without broadband for weeks. Terrible company.
- Location
-
- Location
- Inverness
- Reviewing
- Shell Energy
- Date
- 2022-12-19
- Comments
-
If I could give zero I would. Customer service re my Mothers account dreadful. Tried to close her phone account for over a year. Like talking to a brick wall when you get through. DO NOT EVER USE THIS CO.
- Location
-
- Location
- South West
- Reviewing
- Shell Energy
- Date
- 2022-12-18
- Comments
-
Unbelievably bad. Have spoken to 7 different Shell, so called 'customer advices, people. They have been polite but obviously make it up as they go along. They pretend they are referring to my notes but have no record of anything. Have waited ,in 2 whole days for engineers I was told would come, either AM or PM and would text me to confirm time. They didn't come or text. I am being charged for a service I am not receiving. I have wasted hours phoning or waiting for Open Reach. I am under contract and want terminate but apparently can't, or have to pay a severence fee. That is so wrong. Can Shell do this, arn't they regulated. Are they as bad as energy providers as they are at telecoms?
- Location
-
- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-12-18
- Comments
-
Been without broadband for 15 days now. Customer service is very poor.
- Location
-
- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-12-17
- Comments
-
Absolute pants! Post Office was ok but Shell are next to useless. They cancelled our account because someone else made a mistake and we had to go for 5 days without. They apparently "sorted" it but still told us we cancelled. Now we get "fast broadband" at 8.8mbps... But hey £2 compensation eh? Woohoo!
- Location
-
- Location
- Swindon
- Reviewing
- Shell Energy
- Date
- 2022-12-17
- Comments
-
Avoid !!
Whilst I had no issues with the speed the Wi-Fi consistently dropped out, hence when my contract ended I cancelled and went with one of the better cheaper providers …. Or so I thought!
When the cost of living crisis kicked in I took a long look at my direct debits to see where I could make some cuts and lo and behold there it was … 8 months of direct debit going out ( I know my bad for not noticing). I contacted them again and told them about this 8 months of payment and arranged to send the router back, explaining that I was unable to print off a label so would need a sticky label sending….. of course that didn’t happen and I got the email label. In the mean time I found the original returns label so used that. I got my proof of posting as instructed.
Now I’m getting letters from their d by collectors demanding another months money. I haven’t had any contact from shell asking if it’s been sent so obviously once you’ve left they send in the bullies to illegally grab what they can from you… this is still ongoing and I have now sought legal advice . There are cheaper, more reliable, more honest and helpful providers out there but if you do sign up to Shell do so with caution, the reviews speak for themselves !
- Location
-
- Location
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2022-12-16
- Comments
-
Do not use this company originally with the Post Office but went with Shell when they took over. Broadband speed was way to slow and unreliable. Customer service is a joke and finally moved supplier.
Asked to return ancient router or would be charged £35. Returned Router with letter and proof of postage. 2 month later and various phone calls to tell them the router had been returned they still wanted the £35 paid .
They then forwarded the disputed debt to MIL debt collection agency without notice. Avoid with a barge pole a horrible company
- Location
-
- Location
- Thomas
- Reviewing
- Shell Energy
- Date
- 2022-12-16
- Comments
-
Very poor consistent signal, dire customer service…when you eventually get to speak to someone
Raised same issue over and over for a year but never resolved despite assurances. Ended up being told it was my fault for choosing the broadband I had! Also the guy argued with me to the point I felt intimidated over the phone. One lady was very helpful hence the 1 star but as for the rest it was horrendous.
Broadband provision very poor, kept dropping out all the time and days where completely not working at all. Moved providers now as it was too stressful to try to work from home using the broadband I had.
Disgusted by Shell broadband and wouldn’t recommend it to anyone.
I would have liked to speak to the guy’s manager to complain but did not want to be on hold yet another 3/4 of an hour!
- Location
-
- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-12-13
- Comments
-
Update on previous review
Now been without broadband for 10 days.
Supposed to be fixed by 23rd December which is another 10 days away.
Not proactive at all in any way shape or form.
Do not go with Shell as your provider whatever you do.
- Location
-
- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2022-12-13
- Comments
-
My sister in law is struggling to make ends meet and is trying to reduce outgoings. Although not eligible for best shell offer as she is already a customer, she rang them, explaining her problems and they came back with a really good deal. Well done Shell broadband. You have helped save her Xmas.
- Location
-
- Location
- Nr. Swansea
- Reviewing
- Shell Energy
- Date
- 2022-12-12
- Comments
-
Although there's been some awful reviews posted about Shell broadband I can only speak as I find, was originally with Post office broadband till Shell took them over, haven't noticed any difference in broadband speed or reliability issues,still satisfied with the service I'm getting, the only gripe I've got is if you need to contact them by telephone be prepared for a very long wait before an agent your call
- 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.