1,452 Customer Reviews over 37 pages
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- Location
- Rushden
- Reviewing
- Shell Energy
- Date
- 2018-09-19
- Comments
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Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
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Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
- Location
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- Location
- Forest Hill
- Reviewing
- Shell Energy
- Date
- 2021-10-14
- Comments
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An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
- Location
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- Location
- Newburgh
- Reviewing
- Shell Energy
- Date
- 2023-01-13
- Comments
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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
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2019-02-21
- Comments
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Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
- Location
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- Location
- dorchester walk
- Reviewing
- Shell Energy
- Date
- 2017-11-12
- Comments
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low broadband speed and when I brought they said the would be up to 17 but I get less than 5 if they told me it was less than I would went some else with better speed
- 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
- Hazel Grove
- Reviewing
- Shell Energy
- Date
- 2023-01-02
- Comments
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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
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-12-15
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-11-22
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Comments
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Terrible company. They took over the post office as I left. Due to this an automatic account was set up, I have cancelled this account however they have taken money out of my account with our authorisation and every time I call I wait an hour to speak with someone for them to tell me I will get a refund only for it to be bounced back each time. Terrible customer service. Still waiting for my refund.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-06-23
- Comments
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Deviously was with talk talk who have terrible customer service and also a few technical issues. Ever since I moved to shell energy the wifi keeps dropping out and line speeds are super slow, no where near the fibre I am paying for. Two openreach engineers have visited, the last one saying they cannot find a fault in the line and the issue must be the router, since shell rent the line from talk talk. Shell initially refused to send me a new router but after contacting them again they agreed. Now wait g for new router to see if it fixes the intermittent and very slow broadband.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2021-04-14
- Comments
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Genuinely the worse company I have ever dealt with. Do NOT go to this company for Broadband. No service for a month and clueless advisors who could not help in any way. Very poor service technically and bad responsiveness. Save yourself a lot of heartache and go elsewhere. I had no service at all and they blamed me for needing higher speeds for working from home.
- Location
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- Location
- Cambs
- Reviewing
- Shell Energy
- Date
- 2022-12-01
- Comments
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I can only advise you avoid this organisation. Criminal is the only way to describe their tactics. They hope people will give up and accept ridiculous hidden extra charges. Charging extra at the end of your contact, charging if you fail to return a useless router. Charging if you do return the router, but claim they need "evidence". These people should be in prison.
- Location
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- Location
- Dunnington York
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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Recently changed to Shellenergy Broadband from Now Broadband. Change driven by price. What a mistake. They are terrible. Constantly dropping off. Far less distance Range than Now. Hopeless Assistance.
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2021-10-30
- Comments
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Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2023-01-01
- Comments
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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
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2020-10-23
- Comments
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From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2023-02-09
- Comments
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I am absolutely dissatisfied with how poor Shell broadband is. I am having issues trying to get them to close my account because I refuse to be with them for a second longer. I signed up with them which was the biggest mistake I made and now they’re trying to see if I can get out my contract or what the fees will be. This is an absolute disgrace considering I’ve had a very poor broadband that went on and off constantly I was forever having to turn the router off non-stop issues had to get an engineer out to tell me there was nothing wrong with my line which was a lie that Shell broadband told me over the phone and then to make things worse when I asked them to close it this is now the third time they’ve still not closed my account. I moved on to another provider.I am refusing to pay for a service I didn’t receive and this company should be avoided at all cost . If they continue to expect me to pay for leaving early I shall take it further
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2023-02-10
- Comments
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Today I was on the phone to such an amazing lady who really wanted to help me and was so kind . I don’t think much of Shell as a broadband company but I do however think it’s extremely important to give credit to customer services in particular one named Katie from the retention department. What a star so pleasant so kind patient understanding and has helped me resolve my problems. She’s been the best person from this company and I’d like to thank the manager to for accepting my issues kindly too . Thankyou ever so much Katie I really cannot thank you enough .
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2023-08-25
- Comments
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Absolutely a joke don't recommend!!
The wifi was hardly working around my flat i wasn't able to get wifi in the bedroom. I decided to leave and they told me i would have to pay a fee even though my contract was ending with them theyve re-opened a new contract i left them thinking my contract was over as when i had my new wifi which was talk talk fibre alot easier and works perfectly fine around all my rooms they where also suppose to tell them i was leaving even ddo i did tell them i was leaving and now trying too charge me £122.00 even ddo I've left them for nearly a year now blydi ridiculous and if i dont pay there getting people to come out and collect it. I dont owe you any money ive sent the router back aswel to you total joke of a company
- Location
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- Location
- Aberystwyth
- Reviewing
- Shell Energy
- Date
- 2018-04-26
- Comments
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Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
- Location
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- Location
- Dudley
- Reviewing
- Shell Energy
- Date
- 2022-06-19
- Comments
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Left this company on may 17th and was still charged another months rental on May 25th which I am having trouble getting refunded .Had a threatening on June 18th about returning the router although I was waiting for them to send a returns bag
Awful company
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2024-04-13
- Comments
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Always get disconnected from Roblox when using this WiFi it sucks
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-05-29
- Comments
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The service has never worked since it was installed. Shell deny there is a problem. I cannot hold a video call anymore with work. The customer service is appalling. Do not switch to this provider.
- Location
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- Location
- Llangollen
- Reviewing
- Shell Energy
- Date
- 2019-11-27
- Comments
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We have infrequent disruptions of service but when it's disrupted it is 5+ hours where the connection disappears every 1-5 minutes.
They have sent out engineers to find the fault, concluded it wasn't local and left it at that without sorting the problem.
We are moving to a different ISP as this is intolerable.
- Location
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- Location
- Dudley
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
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Just when i thought i had finally sorted out all my problems with Shell Energy had yet another demanding letter to return the router which i already had returned it after waiting for a return bag. Ongoing nightmare! Lots of problems with this company when you come to leave them.
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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This provide is rubbish. Avoid. The service doesn’t work. I cannot hold a video call. They deny any issue. The service is appalling. They don’t event allow cancellation due to rubbish speed.
- Location
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- Location
- Thorpeness
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Comments
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Absolutely hopeless! Since Shell took over from Post Office I have not received a bill,Direct Debit set up with Post Office not been honoured,no success at finding out amount owed!I just want to pay!!!!
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
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I have been a customer with Shell Energy Broadband since June 2021. It was recommended to me by a staff member at Curry's who must have been on commission to recommend Shell Broadband. The Broadband service is very poor. I have to reboot the router 3 to 4 times a day as it I lose connectivity every day. Shell Broadband do provide a FAQ to fix connectivity issues but this did not work for me. I would recommend that you do not change to Shell Energy Broadband even if it is cheap as you do not receive good service.
- Location
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- Location
- Isle of wight
- Reviewing
- Shell Energy
- Date
- 2019-06-30
- Comments
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Don't wast your time or hard earned money on this so called internet supplyer.should have left as soon as shell took over from first utilities.
Well download speed today 1.78mb upload speed 0.85mb absolutely a joke.Stay well away from this company as soon as we can change we will.
- Location
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- 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
- Buxton
- Reviewing
- Shell Energy
- Date
- 2020-10-26
- Comments
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First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
- Location
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- Location
- windsor
- Reviewing
- Shell Energy
- Date
- 2022-05-25
- Comments
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My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn't happen. 4 weeks now with no internet, no refund, nothing.
- Location
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- Location
- Ely
- Reviewing
- Shell Energy
- Date
- 2021-07-29
- Comments
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Absolutely the worst company I have ever had any dealings with. They changed my package mid contract without me asking and put up the price. They didn't provide the service they promised and when I complained completely fobbed me off. They don't respond to their emails.
- Location
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- Location
- Berkshire
- Reviewing
- Shell Energy
- Date
- 2022-06-03
- Comments
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Broadband is totally unreliable. Constantly dropping of video calls. People cannot hear me. Unable to download. They deny there is an issue and keep fobbing us off. This service is useless. You are left waiting on hold forever and no one wants to help. Avoid this supplier.
- Location
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- Location
- South West
- Reviewing
- Shell Energy
- Date
- 2022-12-18
- Comments
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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
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- Location
- EXETER
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
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The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2021-07-05
- Comments
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It was slow then it was still post office didn't think it could getting any slower boy was I WRONG. It is the slowest internet iv ever had. Constantly cutting out. I'm so glad my contract ends this month so I can leave. DO NOT GO WITH SHELL ENERGY unless3you like banging your head against a brick wall.
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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Wished I'd never changed, slow , keeps dropping out customer service is non existent.their service not only effects my streaming etc but also security cameras etc
- 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.