1,452 Customer Reviews over 37 pages
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-03-14
- Comments
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Avoid at all costs!
Liars, broadband is shocking and the customer service is appalling. Will be leaving as soon as we can
- Location
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- Location
- Enfield
- Reviewing
- Shell Energy
- Date
- 2023-03-13
- Comments
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Tried to get my elderly parents landline and broadband fixed as connection completely lost. Phone us connected to medical emergency holiness. Rang 3 times and Customer Services hung up on me twice. Rude, useless and terrible service and EXPENSIVE.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-03-10
- Comments
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Worst service I've ever known in my life do not get. Being waiting 6 weeks for broadband keeps getting automatically cancelled for unknown reason... Keep away.
- Location
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- Location
- Looe
- Reviewing
- Shell Energy
- Date
- 2023-03-08
- Comments
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Shell took over from Post Office broadband. Since then the internet service has got worse and worse. The speeds are terrible and the connection keeps going down. Last straw was when they suspended my account by mistake and admitted it had been their fault. Now raising prices at an inflation busting rate. Avoid
- Location
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- Location
- Larkhill
- Reviewing
- Shell Energy
- Date
- 2023-03-07
- Comments
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We were with Post Office who then sold their service to Shell - without telling us by letter. We later found an email lurking in 'Junk'. PO service wasn't 100% but inexplicably Shell seems worse (same router!) I am using so much data on my phone despite being connected to WiFi because its just so poor. Twice in the past two months it has completely dropped out while I've been working from home, booting me off calls with patients. 100% do not recommend.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-03-06
- Comments
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They are dodgy so don't choose them.
First of all when you opening a shell energy account you can create a broadband account too so they offer both services in one phone call but when it comes to terminate your contracts when you have to terminate it due to relocation, then you can not expect a fast service and one by one you have to call their lines. So, they are really terrible and time wasting and average make you wait on phone call 10 minutes and also on the top of it it takes 5-10 minutes the actual talk. So to terminate my broadband I had to make 3 phone calls because they don't provide an email service at all to terminate broadband service and their router return self-service barcode creation link is down. So I had to spend 1 hour at least for too much hassling.. Their IVR system does not make sense either, you provide your name, your all details but an agent ask them again..
secondly, they send me an email and a link in it to create barcode for returning router and it gave HTTP 404 error when I clicked it, so it means their server is down, actually they are not providing that service. So I had to call again and waste another 20 minutes.
Thirdly they issue 1 month bill even if you do not use anything that month. I terminated my contract 3rd of March, 00:00:01 they deactivated my internet so for 1 seconds or 0 second usage they requested 1 months bill apart from 2 months early leaving fine.. They could easily offer me to terminate it 2nd of March so that I did not have to pay 1 month extra but they did not.
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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total crap it's off more times than on..going to my solicitors on Monday to see if can cancel without penalty...if it was me..charging for a service like shell I would be in the dock for fraud
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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I wish I had read this before I switched. DO NOT BUY, this product should not be sold, its not fit for purpose
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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STEER CLEAR. My biggest regret is not checking reviews before getting broadband with Shell. The most incompetent customer service I've had the misfortune to deal with. I had a postoffice phone only account that was out of contract. Shell bought PostOffice service. Nov2022 I changed out of contract to a phone+broadband contract. Shell failed to provide internet. I cancelled within cooling off period and asked to revert back to phone only contract so I can find a new provider without incurring exit fees. Mar2023 Shell are still charging me for phone+broadband, still not providing broadband and have me in a fixed contract and still have not put me back to original phone only account. I've spent 9 hours on the phone to their customer services and technical department spoken to multiple people, repeated my story multiple times and been cut off regularly. They organised an Engineer that did not turn up and said the Engineer was cancelled. And the nightmare continues to be disputed via email. One email response said its OK the charges are the same as what I was paying for phone only! Not the point I have no internet and cant change provider until Shell confirm I can leave eithout being charged.
If you want to stay sain I would recommend not to use Shell.
This has been so stressful I feel cheated I can believe they are getting away with this level of service.
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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If I could give zero for customer service and overall experience I would - router did not arrive in time for installation, took 10 days several phone calls and even given fictitious tracking numbers - put on hold several time only to be cut off. I will be leaving as soon as I can. Would I recommend - no
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2023-03-02
- Comments
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Avoid buying this broadband at all cost. Should be banned from comparison sites. I have had the broadband for 3 days, haven’t got it working yet. Rang up to cancel for free in my “14 day cooling off period” to be told this actually ended 2 days ago, the day the line was taken over by Shell. Currently trying to charge me £110 to cancel a service I’ve had for 3 days that hasn’t worked once. Only saving grace has been a couple of people on the phone who have been willing to try to find a way a round this.
- Location
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- Location
- Halstead
- Reviewing
- Shell Energy
- Date
- 2023-03-01
- Comments
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What a awful service signed a 18th month contract with them for broadband and phone calls when the bill comes in its higher than original agreed phoned them up and got absolutely nowhere whats the point of agreeing a contract then the company does not abide to it if I could give them zero stars I would
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2023-03-01
- Comments
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Signed up for their superfast package, dreadfully slow speed. Dreadful customer service, still trying to RESOLVE SLOW speed issues. THERE ARE BETTER ISP's OUT THERE. and the downside is they don't care. AVOID, AVOID, AVOID and if you didn't get the hint AVOID.
- Location
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- Location
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2023-03-01
- Comments
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I cant really find words to explain the horrendous experience of being with Shell. Suffice to say after being with them 6 months and having terrible problems viewing due to intermittent connection two horrible experience with customer services..I've had enough cancelled and will be billed £184 cancellation fee. The one star is a lie really as I would give them a minus if I could. They've caused me massive stress.
- Location
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- Location
- Ruislip
- Reviewing
- Shell Energy
- Date
- 2023-02-28
- Comments
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Great customer service, proactive team,great offer and reasonable.not many use it but definitely worth a try for the price they offer.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-02-27
- Comments
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They offer you 6 months free broadband as an existing energy customer, but it isnt free, they bill you for the first month at least out of your bank account, how on earth is that free? avoid these scammers
- Location
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- Location
- Lynton
- Reviewing
- Shell Energy
- Date
- 2023-02-27
- Comments
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Absolutely appalling service. They took over my Post Office account, without my knowledge, and stopped taking any money - then they land me with a HUGE bill. Sorted that in November and I set up a Direct Debit with them expecting them to take monthly...NOPE I contacted them after 3 months to ask why they had not taken it to find they now expected me to pay another HUGE bill, in my reckoning it should have been less than £60, 3 months at £18.99 but they tell me I owed over £370!!! So I ask for an explanation...nope they took it out of my account the same day...I am still waiting for an explanation and will be looking for an alternative provider....steer clear
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2023-02-26
- Comments
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I have been with Shell for just under 18 months, guaranteed price for 18 months, and 12 months in, they increased my bill by £2,. I told them they guaranteed no price rise until the end of my contract, and consequently have broken the terms, which makes it, in effect "void". They increased it, I cancelled the direct debit, and paid what I had signed up to. The debit mounted up, it affected my credit score as a "missed payment", but in fact it wasn`t. because I paid the £25.99 I signed up to. It took 3 months, and eventually someone understood my complaint, I were offered a "Goodwiil payment", I refused, and asked them to double it, to cover the cost of the increase, they kept me billing me for..They finally agreed, my contract expires in just over a month. I then recieve an e mail to say my cost is going up again, I told them again they are breaking the terms of what I signed up to, of no increase when the contract expires.I proved what they said from their e mails, they agreed to leave it at the price from October. I will now try and do a deal with them if they want me to stay, because they have in fact still increased my payment by £2 a month, that they guaranteed would not happen..
The overall impression was complaints are not always understand or handled correctly, and they tried it on with price increases, challenge them and keep them to their word. Regarding the broadband itself, it has been flawless, reliable, and only occasionally dropping out in the middle of the night, I would highly recommend them for standard of broadband service, but when it comes to customer complaints..not good..if you have proof, and they fail, challenge them until they keep their promises. And to rub salt in the wounds, they were offering new customers, the SAME deal I have for £7 a month less...so much for loyalty, but that seems to be most providers are today..draw in new customers, with a good deal, and try to break contracts, and increase the cost to loyal customers..I am still looking to move, but not seen any positive comments from other providers, so may stay with Shell, as its better to know the devil you know, than the devil you don`t.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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As with the majority of reviews, this company is simply the worst I have ever come across. Two weeks after signing up, my internet failed. After hours of being on the line and being passed from one person to another. Anyhow, after the most inept service I cancelled my direct debit and went to BT. AVOID THIS COMPANY AT ALL COST.
- Location
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- Location
- Wolverhampton
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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elderly parents moved into new home, decided to keep the existing service, all fine on the day of new activation then suddenly the landline number changed and the broadband stopped working, after a 2 hour customer service phone call where I spoke to no less than 6 people from various departments I was told an engineer would be sent, never arrived on that day, called again and another ticket raised, I have lost all confidence in them resolving this, hopefully I can cancel in the cooling off period, it really shouldn't be this hard.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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I am a former home phone customer but when I left Shell they claimed I needed to send back a router, or pay a £35 penalty. I have never been given any equipment by Shell. On receipt of a letter demanding return of the Shell router alleged to be in my possession in November 2022 I phoned Shell to point this out. They promised a note would be placed on my file to stop demands for payment. Out of the blue today (24 Feb 2023) I received a text demanding payment of £35 today to avoid a negative credit reference file. To add insult to injury the payment link in the text was broken. I have been in contact with Shell today and unfortunately the payment demand will take 3 days to cancel and they cannot tell me whether my credit reference will be impacted. This is now causing me considerable anxiety as well as already taken me a lot of time to sort out (the usual our lines are busy fiasco). I would recommended that people steer well clear of Shell Energy Broadband.
- Location
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- Location
- Westcliff - on - sea
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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Awful service !, passed from person to person , sent out wrong wires so my wifi can not be set up. Its been 6 weeks without wifi and waiting for them to set it up. There technician didnt even turn up to fix the issue so i took a day of work and sat at home on my own all day without wifi. And iv spent £100 on extra data. THEY Refuse to cancel my contract unless i Pay a fee. Absolutely discusting service. They shouldnt bother, messing around with peoples livily hoods. DISCUSTINGGG
- Location
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- Location
- Lutterworth, Leics
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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1 week after placing my order for broadband I receive a phone call to say they cannot guarantee my broadband will be switched over on the same day. They told me it was my fault for giving notice to my current provider, something Shell Energy told me to do!!! Not happy as my current supply is being cut off and I have no new provider!
- Location
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- Location
- Kingston upon Thames
- Reviewing
- Shell Energy
- Date
- 2023-02-22
- Comments
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Stay clear! I moved over from Virgin Media and had absolute terrible broadband speed from the get go. It was an absolute nightmare to get in touch with support.
First I tried the phone, just to wait ages in a holding loop to then having the line suddenly interrupted when I was finally talking with someone.
Then I tried email and nobody answered for a week. And even then it was a very slow back and forth with them not taking it serious.
Finally reached someone on the phone, just to be told it must be the WiFi router and I should reset it and connect it to another outlet. And after I've done that, I had to wait again for hours to talk to someone.
I then tried to cancel as it was an absolute nightmare, and they just outright rejected it.
Months later after the communications ombudsman, finally someone came out and fixed it. Speed is now perfect, but too late, because I had to extend Virgin Media as the Shell line wasn't working.
I now have two connections. Never ever again!
- Location
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- Location
- Wolverhampton WV12
- Reviewing
- Shell Energy
- Date
- 2023-02-22
- Comments
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Refuse to honour the 30 day cancellation policy, despite a looming price hike. Followed through with the complaint and they insist on charging the full amount of my remaining contract if I cancel £170 for 9 months. I will never entertain signing up with Shell Energy again
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2023-02-21
- Comments
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This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars...!
Do yourselves a favour and DO NOT have anything to do with this bunch of greedy, careless, Liars... Stay well away..
- Location
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- Location
- Alfreton
- Reviewing
- Shell Energy
- Date
- 2023-02-20
- Comments
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Absolutely awful service if I could give minus stars I would, 3 months of misery tried to cancel contract they want £250 ,How dare they,They are not supplying me a service ,I so wish I had read the reviews from other people,PLEASE DO NOT USE SHELL BROADBAND
- Location
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- Location
- Alfreton
- Reviewing
- Shell Energy
- Date
- 2023-02-20
- Comments
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Absolutely awful service if I could give minus stars I would, 3 months of misery tried to cancel contract they want £250 ,How dare they,They are not supplying me a service ,I so wish I had read the reviews from other people,PLEASE DO NOT USE SHELL BROADBAND
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-02-15
- Location
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- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2023-02-14
- Comments
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Absolutely disgraceful service that pass you round in circles with no solution.
The product doesn't work relaibly and the router drops the WiFi completely in the next room.
I'm thinking of buying out of the contract its that bad.
Avoid this company and product at all costs.
- Location
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- Location
- County Antrim
- Reviewing
- Shell Energy
- Date
- 2023-02-13
- Comments
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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
- Ramsgate Kent
- Reviewing
- Shell Energy
- Date
- 2023-02-10
- Comments
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Since Shell took over from The Post Office I've had no problems at all. Good speed and reliable broadband
- 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
- 2023-02-09
- 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
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2023-02-09
- Comments
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Horrible experience!!!definitely would not recommend them and I wish I read the reviews before I join them
The broadband speed is not the best but the real nightmare is trying to contact the customer services
Awful and horrible experience
- Location
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- Location
- Wick
- Reviewing
- Shell Energy
- Date
- 2023-02-09
- Location
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- Location
- Wf9
- Reviewing
- Shell Energy
- Date
- 2023-02-08
- Location
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- Location
- Maidstone,Kent
- Reviewing
- Shell Energy
- Date
- 2023-02-06
- Comments
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OK when everything is ticking along. Disastrous at sorting out problems--particularly bills!
- Location
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2023-02-05
- Comments
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Absolutely awful I have been stuck with shell since July. It is by far the worst internet I have had ever! The download speeds are super slow and the Wi-Fi constantly cuts out - driving everyone on the house nuts. I’ve contacted them so many times and even bought a signal repeater nothing helps just stay away from shell broadband.
- Location
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- Location
- Ainsdale
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
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We had Shell broadband fitted on the 13 January 2023 it hasn't worked since the day it went in. If we are lucky we might get 20 minutes a day before it drops out we gave had to telephone calls who could not fix it an engineer called out it worked for 4 hours then dropped out we called another engineer who was booked for the second time to call on the Wednesday but he never turned up phoned Shell who told me they forgot to book the engineer he booked again for Monday. The company will not let me cancel for 30 days or I have to pay £300 to cancel. So 21 days into thus contract we get approximately 20 minutes service. I am now taking legal action against thus absolutely dreadful company. Whatever you do don't take out out a contract out with this diabolical company you will be sorry
- 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.