1,452 Customer Reviews over 37 pages
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2024-03-05
- Comments
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Moving my broadband to Shell was the worst mistake. Went with Shell after going through Uswitch who recommended them. Only went live yesterday. Connection keeps going down. I phoned tech support spent over a hour still could not get the internet on my tv.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2019-11-18
- Comments
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Prior to switching I had had fibre with Sky for 3 years with no issues and was getting a speed of between 67mb and 71mb. Switched to Shells equivalent package (Superfast Fibre Plus) so should be getting exactly the same speed; however, I am now getting between 29mb and 38mb. Pathetic! Have tried to call their customer services but gave up after being on hold for 28 minutes. Already counting the days until my contract ends and I can switch back to a decent provider.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2018-10-13
- Comments
-
Was very dubious joining this company for broadband after reading the reviews. But I went ahead anyway and well. What can I say. Faster speed than I had with sky. Reliability is brilliant. Online gaming has become fluent and no disruption at all. I highly recommend first utility !
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-02-07
- Comments
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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
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- Location
- Corsham
- Reviewing
- Shell Energy
- Date
- 2023-11-01
- Comments
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I wish I had read the reviews before signing up. Broadband is OK so far but we are unable to accepy incoming calls on the landline. The 8th agent spoken to promissed to arrange for incoming calls to be transfered to a mobile but this has not happened. Now told in will take 24 hours. I have tried to explain over and over again that are dealing with 80 year olds with medical issue and that a landlibe is essential. All I get is well that's the system. Asked to speak to a manager but again I will have to wait for 24 hours. Service simply not good enough.
- Location
-
- Location
- County Antrim
- Reviewing
- Shell Energy
- Date
- 2023-02-13
- Comments
-
Absolutely appalling service.
Inept customer service that pass you round in circles.
A product that doesn't work relaibly and a router that drops the WiFi completely in the next room.
Avoid this company and product at all costs.
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-04-11
- Comments
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Absolute rubbish! I got conned into getting Shell Energy broadband with assurance that the speed would be faster than my previous supplier. I am forever losing the connection and the speed (when I am actually connected) is far slower. I contacted Shell and they said that I must dismantle the box on the wall and start doing various tests. I have never had this experience before with any previous suppliers. I would not recommend Shell Energy broadband for one second.
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-09-30
- Comments
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Utter rubbish...avoid this company for broadband at all costs. Absolute shambolic customer service..managers are as equally bad. 6 months I've been with this joke of a company and it's been terrible from day 1. Staff are ignorant and don't care once your in contract with them...never in my life have I experienced a company like this....STICK TO SELLING PETROL!!!
- Location
-
- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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Awful, awful broadband!!! I never usually leave bad reviews but I feel I should on this occasion. Like other reviews we were told when we changed over it'd be the same speed as our original supplier but cheaper. It's absolutely disgusting. So bad sometimes netflix won't load properly. Customer services are a disgrace as well on the phone for nearly 50 minutes then was told basically there's nothing wrong with the speed, sent us a speed checker of theirs and same speed as the test we done! Oh and when I used the ring back service no one rang back, I've reported this company to the ombudsman, I don't see why we should be paying for a service we aren't receiving.
- Location
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- Location
- County durham
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Location
-
- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-07-06
- Comments
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I have had no problem with Shell broadband. Customer service very helpful when needed. No extra charges for anything and very affordable. I will have to wait for my 12 month contract finishes to see if I need to swop. But so far - no complaints.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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It it a Joker company
Very poor standard service really disgrace
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-01-13
- Comments
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Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2018-08-20
- Comments
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1.8mb/s internet Speed. Contract will be cancelled asap
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2021-04-15
- Comments
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Avoid this company.
Given start date.Nothing happened.Told them waited 24 hours nothing.No phone no broadband.
So cancelled it.They now want a years worth of internet and phone paying for.Jokers
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2020-09-03
- Comments
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I've been having broadband issues for the past two months, numerous phone calls and emails yet the standard response is too many devices, which I've proven to not be the issue by providing tests over Ethernet with only one device connected. Anyway the majority of devices are smart bulbs, smart plugs and a thermostat, leaving only a laptop and TV.
The pings spike up to 8000ms and nothing will load not even the Google homepage. Also the guaranteed speed range is 8-14Mbps yet I regularly get as low as 0.5Mbps, again they don't see that to be an issue. Their advisors don't know what pings are so their answer is that I need fibre when in reality they just need to fix my broadband.
To summarise, if it works you'll be lucky not to experience their shoddy customer service. However, if you do have issues get ready to collate proof otherwise they won't believe you! Then by some miracle escalate the complaint which is very difficult as they won't usually let you past the customer service advisor! Overall pretty rubbish for a well established name but clearly they haven't got their customer service right!!!
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2021-04-16
- Comments
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The worst company I've ever had the misfortune of dealing with.
They try to walk over your consumer rights.£300+ bill and never searched anything and never made a phone call.
Should be closed down straightaway.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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This bunch of incompetent, inept idiots took over my fathers broadband from the Post Office. Due to illness in July I cancelled his contract and was told that 13 days of his monthly fee would be reimbursed STILL NOT RECEIVED. A month later they reopened his account and took £40, raised the issue with them, guess what STILL NO REFUND. On 4 occasions I have requested a returns label to send their router back, guess what NO RETURNS LABEL SENT. They have now charged £35 for the router, which I couldn’t return as they do not have the capacity to do something as simple as send out a returns label. Look for a bunch of incompetent cowboys to provide your broad back, they’ll still be better than Shell.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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I posted a review over 12 months ago and frankly if anything,it's worse,despite a promise to contact me,nothing happened.Having had terrible service with Talk Talk,had I known Shell Energy were using them,I would neverhave touched them .Avoid this company.
- Location
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- Location
- Crewe
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
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I have no words. Shocking customer servicev
- Location
-
- Location
- Crewe
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Location
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- Location
- Croydon
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
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A complete scam. They offered me a quality internet and it never gave up. And when I wanted to go out with them they sent me a bill for 337 pounds. Not even gasoline will I buy the shell again. They are thiefs.
- Location
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- Location
- Cullercoats
- Reviewing
- Shell Energy
- Date
- 2023-10-24
- Comments
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curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose
- Location
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- Location
- Cumbernauld
- Reviewing
- Shell Energy
- Date
- 2023-03-30
- Comments
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Terrible connection and even worse customer service. Router will disconnect almost every 20-30mins and can take 17 mins to load a photograph, or 9 mins to load a Google page, even while sitting next to the router. If you want to cancel, you'll be transferred to different departments and made to explain why you're cancelling to every one of them, just for them to pass you to someone else and explain all over again. Even if you ask them to log a complaint, they just email you saying they've closed your complaint, without actually speaking to you at all regarding it.
If you want to pay for wifi but never actually intend on using it whatsoever, then this is perfect for you.
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-02-22
- Comments
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The router (allegedly new) uses old security and on all Apple devices says “weak security”. Over an hour to customer services, complete joke. Never had this with sky!! They assured me it’s secure but I don’t believe them. Certainly won’t renew after contract runs out. This is day 1 and totally unsatisfied with no resolution from shell.
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
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After over 5 hours of calls with…
After over 5 hours of calls with waiting times of 30-45 mins for calls to be answered I am no further forward. Shell advised me in August that as I was switching to a new supplier my line would be discontinued in September, this was news to me as it was not something I had requested. I eventually managed to speak to an advisor who assured me that everything would continue as before I was not changing suppliers and that it had been an error.
September 10th another letter arrived from Shell telling me that my service had been transferred to a new provider. Shell had cancelled my phone line.
I emailed Shell but have yet to receive a reply.
Today I have spent 1hr 48mins on the phone to them only to be cut off. In that time I spoke to Zac customer services, Justin retentions, Jaspar sales, Usman customer services and finally Sharon retentions, each one having passed me onto the next until I was cut off by Sharon. During the call I did ask Usman who my new provider was but he said he couldn't access that information on his screen and he said there wasn't anyone more senior than him to access it, I would suggest he was unable to access it because there is no new provider it was because Shell no longer provide line only contracts and require customers to have broadband, if only they had been more honest about this in their correspondence.
The service I have received has been disgraceful, I have been advised by another provider that it will cost me £77.50 to get the line reinstated plus a cost of £20 to retain my previous telephone number.
My advice is steer well clear of this company if honesty, integrity and good customer service is what you expect!
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-10-21
- Comments
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Got sold off from post office hate that. keeps dropping out 2 to 3 times a day on average.Never had any bills in email unlike post office then suddenly bill nearly doubled. Contacted them and they said my contract had ended. I told them they had had not informed me but wernt interested. Gone somewhere else. Had same problem with my 86 year old dad. Then they were threatening him charging him for the old faulty router if he did not send it back but he already asked for a return label which they had not. But got that eventually sorted after a few hone calls. They need some customer service training also need to get there house in order to inform people they are going to get ripped off by them. poor service
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2021-07-21
- Comments
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Terrible internet service & customer care. Internet signal constantly drops out & WiFi reception around the home is limited to the room with the router only, which is unreliable too. Called customer service & they were rude, made excuses for constant bad signal (e.g. using too many devises at once- only me at home so only one ever used at one time) & came up with silly suggestions to fix the issues. I gave them the opportunity to resolve before swapping to another provider. Shell informed me it was my phone line, I now have a new provider with excellent service & guess what- no issues with my line. DO NOT go with shell energy broadband
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-05-28
- Comments
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Avoid Shell Energy at all costs. My problems began when my Post Office telephone account was transferred to Shell Energy. They have difficulty in posting out invoices/bills after they have been printed. For example, the latest bill sent to me was dated 22 April 2022 and it said payment was due by 09 May 2022. Very reasonable until they delayed posting the bill to me. I received it on 10 May 2022, one day after the specified payment date!
I took the bill to my local Post Office on the 10 May and used the bar code on the payment slip plus my debit card to pay whatever was required. I have a receipt from the Post Office to confirm the payment.
I received a text message from Shell Energy Broadband on Friday 13 May at 16:24 threatening to suspend my phone service - this has persuaded me to change suppliers. Another threatening text arrived yesterday claiming that I owe them £6.42. I cannot wait until my new provider takes over.
- Location
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- Location
- Dagenhsm
- Reviewing
- Shell Energy
- Date
- 2021-04-18
- Location
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- Location
- DARTFORD
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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My next door neighbour a 97 year old widower`s phone has been off for over 2 days. We were on the phone for over 4 hours and then her daughter for another 2plus hours in the evening unable to get through to Shell energy .That is unacceptable in my eyes .
- 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
- Davenham Northwich
- Reviewing
- Shell Energy
- Date
- 2019-07-23
- Comments
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Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...
...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
- Location
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- Location
- Denton
- Reviewing
- Shell Energy
- Date
- 2020-08-03
- Comments
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Joined Shell broadband after Years of BT. Maybe I'm one of the lucky ones but so far Shell is ten times better!!
- Location
-
- Location
- Denyer
- Reviewing
- Shell Energy
- Date
- 2022-02-27
- Comments
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I was told at the point of renewal after 1 year that if I did not move provider within 24 hours I would automatically default onto another years contact. The shell representative said it didn’t work like mobile phone contracts, where you defaulted onto a month by month rate. They said it’s in the T+C’s which it wasn’t. When I asked for her name she accused me of abusing her and hung up. 8 weeks later and I’m told on a Sunday lunchtime the matter has been resolved internally but no details enclosed and the matter is closed.
- Location
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- Location
- DERBY
- Reviewing
- Shell Energy
- Date
- 2022-07-25
- Comments
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Suggest dont go with it.. horrible customer service.. never picks the call, long waiting times.. internet keep fluctuating and raised many complaints to date on very low internet speeds to what promised. next time i should go with some service provider not linked to openreach..
- Location
-
- Location
- derby
- Reviewing
- Shell Energy
- Date
- 2018-08-03
- Comments
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AVOID THIS HORRIFIC COMPANY!!!!! by a mile the most incompetent,rude and underhanded company i have ever dealt with. where to start?? i was told i wouldn't pay an installation fee with my broadband i was charged 60 pounds anyway without even telling me 3 months later i still haven't been refunded even though they swear blind they've done it. they changed my gas meter readings and charged me £150 gas just for march tried ringing up no help whatsoever basically told theirs nothing they can do. i live in a 1 bed flat its impossible to use that much gas.my electricity tariff was a fixed term of 52 pounds a months for a year they then after around three months start charging me very high random amounts once again with no notification. i phoned to complain and opened a sales investigation a fortnight later i phoned as i still didnt hear anything they told me the sales investigation had been closed because quote " the sales team will just try to get a sale your actual agreement we send to you by email" which as you might of guessed i never received. To sum it all up first utility really are scumbags they will do anything to squeeze every penny they can out of you for the worst service you can imagine if you value your money and your sanity steer well clear of these cockroaches
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2023-12-21
- Comments
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If I could give no stars for shell broadband I would .I have tried everything that they say over the last 18 months an nothing works.I am using my own data as I write this .beacuse no Internet .trying to get out of the contract is impossible but they do not provide a service. NEVER JOIN SHELL BROADBAND .You have been warned TERRIBLE
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2023-08-29
- Comments
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Fast and reliable wifi when it finally was set up, but faced weeks and weeks of delays before this with poor communication and unkept promises from Shell. Moved house earlier this year and tried to stick with them but had similar issues where I was promised a 'go live' date that came and went with no wifi only to be told the order hadn't gone through. Waited a week to find out it was still no further and they could not give me a new date, so cut my losses and cancelled with them. No real apology from Shell and a constant sense that people I spoke to on the phone didn't really know what was going on and just wanted to give me a quick answer to get the call finished.
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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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
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.