1,452 Customer Reviews over 37 pages
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Lost connection, didn't find help all that could be said is we will get someone out in a week to see the problem. Couldn't tell me if there a problem on the line or works but did say it would not be the router.
- Location
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- Location
- Folkestone
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
- Location
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- Location
- Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Friends phone line disconnected today.
She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
- Location
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- Location
- Tunbridgh Wells Kent
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Without doubt the worst broadband provider out there. There are Uncontactable on the phone for hours, chat on line you go from position 10 back to position 19 twice that happened Internet totally unreliable.
- 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
- Lea village
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Absolutely hate this company I’ve got 7 day without internet and nothing from them to many complaints to even say
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Absolutely no problem with the changeover to Shell Energy Broadband and I had 12 months of the best service ever. Not one problem and the router had a good range.
I was so pleased with their performance that I emailed asking for a quote to stay with them, unfortunately they didn't reply until 10 days into my contract with another provider.
The day after my contract ended was the start of all my problems. Demanding the router be returned in 9 emails even though I sent it on the first day after my contract with them ended. I gave them the tracking details which showed it was delivered to them on 10th March. I have just received another reminder this morning (23rd) to the effect I would be charged for the router if I didn't return it (they've had it for 2 weeks now).
This rang alarm bells and I checked on the reviews for Shell. Sure enough people have been charged and are fighting to get their money back. D/D form cancelled immediately.
The next problem was they cancelled my online account then sent me an email with a link to that account for my final bill. I have emailed them numerous times requesting a final bill but so far no reply. I will happily pay any money I owe as soon as they send me a final bill.
- Location
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- Location
- Kelvedon
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Terrible company, was transferred from Post Office,and they miss sold a new plan to me.
Reduced my cost, but failed to tell me it didn't include VAT, so the plan and amount is the same as before.
Was looking for a better deal elsewhere...now I'm tied into this scamming fraudulent company...
- Location
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- Location
- Tirphil
- Reviewing
- Shell Energy
- Date
- 2022-03-22
- Comments
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Shell broadband is not a very good broad band service at all
- Location
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- Location
- East sussec
- Reviewing
- Shell Energy
- Date
- 2022-03-22
- Comments
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Was swapped over from po broadband after having no issues with them for over 5 years.
From day 1 have had issues with regards to what my contract is.
I signed up for their superfast broadband plus at £29.14 a month. First month i was charged £94.43 for the service. Was on hold for over 2 hours. Got swapped and moved from person to person and then cut off.
Raised a complaint via email nearly 4 weeks ago and its still not been answered.
Bill was paid and online chat was started which they then after 3 days worked out the had not sorted my contract out so were passing my details to the relevant department.
My bill this month is now £38 which is still not the £29.14 agreed from the contract i am not receiving.
Noone has rung me with regards to my complaint.
Today my internets stopped working so the service i am recieving is dire compared to PO broadband.
Trying to get this sorting is like walking through treacle. I will be changing providers and if they think they can charge me for contract as they havent started the contract properly in the first place then i wont be paying.
- Location
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- Location
- Uk
- Reviewing
- Shell Energy
- Date
- 2022-03-21
- Comments
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The broadband is fine once you have it, but customer service is terrible. When I signed up for Shell broadband in 2021 the customer service was excellent. I don't know what has happened since but having to wait over 40 minutes to renew a policy is ridiculous.
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-03-19
- Comments
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3rd attempt to do review of appalling service, each time it crashes before I can submit
- Location
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- Location
- Sy111jd
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Warning du not go with shell I was left with no internet for four weeks that du not answer e mails or letters it cost me over forget pounds in phone calls it takes forte minestrone to get to talk to a person and then nothing is sorted, it cost me sixty five pounds to canceller the contract an over forte pounds in phone calls I’ve now moved to talk talk the fault was on my phone line that soted it out strate away this is a lot of money for a pensuner
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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I switched to Shell Broadband a month ago, and although the broadband has been faultless, I have had a problem with my landline not working. I have spent most of today talking to Shell Customer Service and then the Technical Team, and they have done everything possible to help solve the strange problem without having to risk an OpenReach fee. Multiple remote testing has shown the fault seems to lay with my broadband cable, and they are sending me a new one to try. If not, it will be the router. I have never come across a company employees who are so willing to go the extra mile. Whether we get a conclusion are not, I am so impressed.
- Location
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- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Can’t log in to my account, currently on the phone to sort my extremely low broadband speed still trying to sort it after over 2 hours on the phone, I asked them to call me back after an hour as I was incurring call charges, I was a post office customer and wanted to cancel as the low b/band was affecting my home business to be told I would incur a £174 fee by Ian, my contract started 11 days ago I should have been in my 2 week cooling period, really disappointed with shell
- Location
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- Location
- East Yorkshire
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Absolutely ridiculous excuse of a company! They tried to charge me £84 for a missed engineer appointment which I was in for. I spoke to so many people through live chat and by calling customer service and they kept saying it was sorted but nothing got sorted. This issue started at the end of January and has just about been sorted today. They said all they could offer was an apology because of how disorganised this company is. Avoid!!
- Location
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- Location
- 52 Glenpark Drive, Hesketh Bank. Preston
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Immediately after migrating from PO to Shell, I lost the ability to receive calls, thats when the problems started, Unable to communicate, keep getting replies saying I am unrecognised though. Now migrated elsewhere but the problems still keep coming, it seems I am now required to return the router but where to? if anyone knows where these routers should be sent, please tell me. Money Claim On Line looks a decent bet to get back my sanity.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-17
- Comments
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Appalling customer service! Since they have taken over my broadband they have repeatedly sent threatening emails about an unpaid bill, which simply isn’t true. I have a long standing direct debit.
I have spent two weeks trying to contact them via phone and email with zero response. Do not sign up to their broadband service - they are utterly useless.
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2022-03-17
- Comments
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Having being moved from the Post Office for broadband & land phone, shell energy display a diabolical level of customer service, telephoned 3 times today & no reply after waiting 20, 22 & 25 minutes respectively! I am not happy.
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Be aware before signing up! Transferred from PO after 15 years with them. Customer service terrible. Can't get to speak to right person after waiting ages on the phone. No response to email in 3 weeks. Contract expired 6 weeks ago and they are now charging £40 a month for calls and 3mbs broadband because I have not taken out new contract with them. Signed up to another provider but Shell have refused to transfer my phone number three times even though Ofcom say that they should. I am now having to change my number to get away from them.
- Location
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- Location
- Devizes
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Once you join them that's it. Impossible to get through to customer service, probably poor service is why every day 'we are experiencing high volume calls'. No reply to email and online chat didn't work :{
- Location
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- Location
- northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-03-15
- Comments
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AWFUL!
I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.
I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)
I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.
I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)
DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.
THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!
AVOID.
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Appalling. Still sending paper bills although I have ceased using any of their services. Robotic system for phone contact
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
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- Location
- lancashire
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Have been migrated from Post Office last week, all seemed okay until a day later. Can no longer log on to the server, cannot send emails, lost the phone line for 3 hrs, and after 3 customer service people and 2 hours later have been told they have a problem. What a surprise, UNDERSTATEMENT of the century, what a complete bunch of clowns.
- Location
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- Location
- Wisbech
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Avoid at all costs. I was migrated from PO broadband. I've never had a problem in 5 years. I now have slow speed broad band and literally no phone. I have tried ringing customer services but there is no answer ever. I've sent numerous e mails and a letter.
I would get out of my contract but it won't let me log in to find a way to do it.
I have cancer and really can't believe how upsetting this all it. I just hope everyone avoids this terrible company
- Location
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- Location
- Carmarthenshire
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Broadband went down at 10pm last night.
It briefly connected this morning but has been off now since 10am.
Despite saying c/s is open between 9am and 6pm on a Sunday when I called was told they are closed.
Abysmal service
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-03-13
- Comments
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Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
- Location
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- Location
- Bridgwater
- Reviewing
- Shell Energy
- Date
- 2022-03-12
- Comments
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In all my business life Shell Broadband is the worst company that I have ever had the misfortune to deal with. Ex Post Office customer and well satisfied with them. Shell took over and no e-mail for 6 days. Put on hold for over an hour after spending 30 minutes getting through. AVOID THIS OUTFIT!
- Location
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- Location
- SE28
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
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The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
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They stole a month off the PO account we had.
Average wait for poor contact service an hour.
Email arrived on same day apologizing that it was late.
TOO LATE TO CANCEL ORIGINAL CONTRACT
Cancelled on same day as taking out new contract after yet another run around trying to speak to billing.
This company is a shambolic waste of space and you should avoid it completely.
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!
I've been forced to go to another provider and had to pay an early exit fee for 289.00.
Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.
Terrible customer services, no the worst I've ever come across!!
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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DON'T TOUCH SHELL WITH A BARGE POLE
As of February 2022 my account was 'migrated' from the Post Office to Shell, however the data was incomplete and did not 'migrate' recent payments made by myself to the Post Office.
The result of this is I have received 5 letters from Shell threatening to terminate my broadband service for non payment.
I have written 16 emails to Shell, several to the Post Office, I have sent proof of payment via bank statements and issued two formal complaints.
On one of the many calls made to Shell I was put on hold by customer service for 1 hour and 30 minutes, to be greeted by a different agent who thought it was a new call.
All of the above has been completely ignored, I have been batted back and forth from PO to Shell and vice versa with neither willing to take ownership of their errors.
I have received five emails from Shell telling me my 'complaint has been closed' despite the fact nobody has contacted me and no 'resolution has been discussed or agreed, Shell think it's ok to close unaddressed complaints
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!
- Location
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- Location
- Northern ireland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!
Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.
AVOID!!!!!!!!!
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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Interesting to read the comments on here that reflect my own experience. Several years with PO Broadband with no problems. Now Shell have taken over and a few months later I am suddenly having intermittent speed problems - my normal speed is 35Mb/s but it is dropping to about 0.2Mb/s.
- Location
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- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service
- 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.