1,452 Customer Reviews over 37 pages
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-12-12
- Comments
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No problems when with the Post Office but now continual problems with Shell broadband speed and its continuity. I'm supposed to receive a speed between 35 Mbs and 45 Mbs. I get as low as 11 Mbs. I complain for which one has to wait around 30 mins for someone to answer the phone. I'm told that I must give 3 possible days when an engineer needs to visit but be prepared to be charged if I'm not at home but for which there is no reciprocal arrangement if the engineer doesn't turn up, which has happened to me. In fact the problem can be solved without an engineer's visit and this can be undertaken remotely. Then my speed is restored to around 36 Mbs (min for me should be 35) after which it is slowly decreased until I have to complain again. It seems like I'm being robbed of the service I pay for. As it can be quickly reset I believe that it is my ISP who is throttling my speed. Broken contract - new provider here I come.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-12-11
- Location
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- Location
- Hordle
- Reviewing
- Shell Energy
- Date
- 2022-12-10
- Location
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- Location
- Bexley
- Reviewing
- Shell Energy
- Date
- 2022-12-08
- Comments
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The worst experience and service I've ever received.If you can do one thing in life, it would be avoid Shell Energy for broadband.
- Location
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- Location
- West Malling
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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This has got to be the worst broadband provider, if you can call them a provider. 30% of the day i had no internet.Paid an outstanding 35 pence with debit card.I returned router with proof of postage, i was told router had been received,however they never seem to contact the truro tossers (debt collectors) that the router was returned. After 12 months the truro tossers phoned me demanding £30 for the router. Told them to get stuffed and take me to court. I blocked their phone number. Shell should stick to oil.
- Location
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- Location
- Great Yarmouth
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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Was mostly fine, have had problems over the last week with the wifi cutting out, then being slow.
Was with the Post office previously, they had the rare bad day but not this bad.
I guess it's another case of right-wingers selling our public utilities to private companies who then do a worse job for more money.
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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Lost broadband services for four days last month due to faulty router.
Currently have had no broadband for four days (and counting) this month due to a line problem.
I'm terminally ill but don't meet their criteria of being vulnerable.
They offered the paltry sum of £3.68 as a refund for being without the service for four days.
I live in a large stone house and the router they provide is not good enough to allow internet access throughout the house. We have to use TP Link plugs to enable internet access throughout the house.
They also give us that "mid-contract" price rise.
Would never use them as service providers again.
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-12-05
- Location
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- Location
- Yeadon
- Reviewing
- Shell Energy
- Date
- 2022-12-04
- Comments
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I have been a loyal Post Office customer for over 15 years. Then Shell Energy took over and what a shambles ensured. I would not recommend this company if it was the only one on the planet. Customer service is non-existent, when you finally get through to someone you get an absolute idiot who has no idea what they are talking about. I was told that I could download a label to send back equipment and you cannot, you need to send an email to request a label. Surely they could have told you that over the telephone, absolute crap customer service. Glad to leave, if you wish to have decent customer service then go somewhere else and do not bother with this rubbish. If you decide to go with this company then do so at your peril !!!!!!
- Location
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- Location
- Todmorden
- Reviewing
- Shell Energy
- Date
- 2022-12-03
- Comments
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I would give zero stars if I could. The customer service is crap. I've had no broadband for 6 days. Told internal fault by 3 people over more than 3 hrs I was on phone. They booked engineer who didn't turn up. Phoned them and told external fault and would update me in 2 hrs..of course not heard from them then when asked was told they dont work weekends so God knows if they'll ever fix it. Opened complaint heard nothing. As soon as they fix it ...if ever I will change provider. These are the worst. Time wasting useless liars that are completely incompetent
- Location
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- Location
- Uxbridge
- Reviewing
- Shell Energy
- Date
- 2022-12-02
- Comments
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The worst company ever!! Please don’t go for Shell !I don’t have internet literally on mostly of !no customer service very bad can’t reach them the worst company ever!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-12-01
- Comments
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Worst customers service and broadband
- Location
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- Location
- Prees
- Reviewing
- Shell Energy
- Date
- 2022-12-01
- Comments
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Just awful. The speeds are fine, when it works. It takes forty five minutes to get anyone on tech support and the advice is to plug devices in with Ethernet cable!
And they are going to charge me to leave early. Despite the fact that they are not providing a decent service.
Avoid at all costs.
- 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
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-11-30
- Comments
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The internet cuts out all the time. It's not my device as it happens across phone and laptop. Even when it does work, the speed is slow and it only really reaches the small front room where the router is.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2022-11-29
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2022-11-29
- Comments
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I pay for 38m and regularly receive far less. ATM 5.8 and 1.6.
Read the reviews and go else ware.
- Location
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- Location
- Windsor
- Reviewing
- Shell Energy
- Date
- 2022-11-28
- Comments
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New customer that never managed to get the router to connect and the line to work. Spent in total 4 hours on the phone going through some technical checkups. Arranged twice for someone to come out to the property but nobody bothered turning up[...Basically a waste of time money and effort....The hours arranged for someone to be home is impractical. Left work to wait home for your people not turning up to fix the problem is unprofessional and just downright rude!!! Strongly recommend prospective customers to stay away from you lot like the plague!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-27
- Comments
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Totally disorganised. Issued me a bill for £35, then a reminder and finally referred me to their debt collector over non return of a router. I had returned it, had the proof, and repeatedly told them I'd returned it. Never again.
- Location
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- Location
- Middlesborough
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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This company is a joke i have got behind with my bill have come to an arrangement so they are saying i havent paid anything since june, phoned call centre phone put down on me twice on the 3rd call unfourtnatley my vocal cords are all over the show so my voice is either high or low i have no control of it the call handler starts shouting at me not shout at him i explained of my problem but he did not listen, i asked to speak to a manager to be told they dont speak to people only on a call back i am still waiting from the last complaint.
Now i know how they get big profits because they make of peoples misery.
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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When it works it’s been fine. Turns out they seem to have faulty routers. They’ve sent 2 out now and both don’t work on Wi-Fi reliably. Open Reach have been twice and confirm the line is perfect. I only changed to shell 8/11/22 been a nightmare since. Customer service hard to get to. Numerous router resets. Last engineer tried my old EE router and guess what. Yep perfect internet access. Shell routers were connected to our devices by Wi-Fi would work for a while after reset. Then drop out. The thing was I could stream TV all day long through Ethernet but Wi-Fi no go. Now running perfectly on EE router. Waiting for shell to compensate for on off service since 08/11 and a small fortune in mobile data as we all have very little on contract and bought loads as we use Wi-Fi at home most of the time. I’m stuck for 18 months. If I were you I would look elsewhere for a service provider
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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Appalling!! Was with post office, brilliant but they sold out to Shell. Wish I had left then. Just moved home and as stuck on contract decided to stay with Shell, huge mistake!!! Told them of move 2 weeks before, rang to check day before move to be told no record of original call. Had to wait 2 more weeks and start new contract so stuck with them now another 18 months!!! Got new router and of course it doesn't work!!!! No Internet, no service at all. Complete shambles of a company. Avoid at all costs. Complaints are totally ignored. Rude staff on phone and emails ignored. Government should pull plug on them as Broadband provider.
- Location
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- Location
- Exeter
- Reviewing
- Shell Energy
- Date
- 2022-11-25
- Comments
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I signed up,23/11 then cancelled when I found out the 14 day cooling off period ends before I was due to go live! 8/12.
I did sense customer service genuinely wanted to help, but I'm not staying without a valid (to my mind) cool period especially as Shell are not in the Ofcom compensation scheme
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-25
- Comments
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Appalling customer service, they cancelled my broadband by mistake and I had to call them to fix it, no communication, no apologies, nothing. Long wait times on the phone, incompetent staff to say the least, will never use their services again.
- Location
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- Location
- Southeast London
- Reviewing
- Shell Energy
- Date
- 2022-11-24
- Comments
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Disgusting provider, really need to stick to fuel
Had my broadband with them for over eight months
Extremely poor service from broadband and also from Customer Service don’t get this broadband provider not helpful. Keep you waiting on the phone for 45mins . Only to be told if you want to end contract as service is so bad you need to pay but they’re not providing the service you signed up for disgusting provider, keepaway worth paying a little extra I’m going to more reputable provider
- Location
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- Location
- Worcester
- Reviewing
- Shell Energy
- Date
- 2022-11-24
- Location
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- Location
- Glasgiw
- Reviewing
- Shell Energy
- Date
- 2022-11-23
- Comments
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I left the company 3 months ago. I have sent the router back although the company sent me emails telling me they have waived the router fee. Although I felt I had to return it as I did with confirmation they are still hassling me over this. What a useless company. Completely wasting my time and thi4biwnboaoer. They have no cinnubitlcatiin within the company amongst themselves creating a bunch of problems for their customers months after leaving. Can't recommend something I wouldn't even touch with a stick and rubber glover. Avoid at all cost.
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2022-11-23
- Comments
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was originally a Post Office customer who gave excellent service, however my contract was taken over and prices rose so I cancelled in August, they asked to return the router so I asked for a tracker label which I was told they would email to me. The label never got sent, rang again September asking for label, after speaking with 3 agents, 2 of which put the phone down! I spoke to an agent who said they would supply the label, again this never arrived. In the meantime I received a letter stating I would be charged £35 for the router. Back on to customer services I went and finally got through to a helpful agent named Amesh, and the label arrived. I posted this on 03/11/22 (this is how long it had took to get someone to actually listen). I went to withdraw money from my account on 18/11/22 to find that they had taken £35 charge from my account for not returning the router even though I had cancelled the Direct Debit as my services had ceased in August, so again onto customer services, the first operator cut me off, the second was given details of the proof of postage. I am still awaiting my refund. I would rather be without internet than go with this company, absolutely appauling customer service, no consideration for clients or their situations, it appears they are making a small fortune for charging people for non return of routers, dodgy as hell!!
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn't wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn't.
I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs's has been a very poor experience.
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Don’t bother with them, they lie!
Engineer failed to make the appointment despite several reminder texts from them making sure that someone would be in. Partner took valuable time off work for no one to be bothered to contact us or turn up. Their customer service don’t care, they take no responsibility & pass you on to a different department that leave you ok hold once they have took your details. I could have gone with any number of providers but chose them following a swearch on MoneySavingExpert. On paper looks a great value deal. The reality is stark contrast. They are useless & don’t have the decency to answer calls or resolve issues
- Location
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- Location
- Canterbury
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Where do i start? We were taken over from postoffice. As if overnight our broadband was slower and dropped out more often then not for days at a time (many open reach visits and 3 new routers).
The price rise came and i saw we could exit without fees so i decided to get out of the conrtact while i could (it was a bit of a god send especially when i was getting such a bad service anyway)so i switched, found a much better deal with guaranteed speed in my remote area.
And when i informed them i had switched i got this haughty customer service agent tell me 'you cant do that, your in contract. If you leave it will cost you' i explained im leaving because your upping the price in a fixed term so wont need to pay and fees becuase it was shell breaking our contract agreement. Needless to say they then preceded to try and charge me and my new provider exit fees. Luckily my new provided managed to nip that in the butt quickly.
Then we come to now, i switched got my final bill and i owed £0.00 and my new contract started on the first day of my billing month. I had to phone up on 5 seperate occasions to get a return lable sent to me to return the router. Eventually i got the label and returned it. But because they messed about so long i got a second final bill with £35 charges for non return of a router. I checked the tracking via royal mail and found it had been delivered 3 days after i posted it. So i phoned shell and told them id returned it and gave them the tracking, date they received it and the time. The agent said they had wavered the fee.
6 weeks later ive had two more threatening emainls demanding payment for the router. I spoke to an agent today and was told that there is no charge,the fee was wavered and i shouldnt be receiving any emails. Then tried to tell me i must be reading the bill wrong. Well when it states in big red letters £35.00 debit needing to be paid by December i dont think im reading it wrong.
I was told i cant speak to a manager or supervisor and i need to just 'ignor the emails, because they will stop Eventually'
So my advice? Just dont touch this company, the broadband is slow and choppy. And the customer service agents took nearly 6 sweeks to email a lable to me. They just havent got a clue.
- Location
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- Location
- Hyde
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Location
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- Location
- BECK ROW
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Terrible,sadly I took advice from comparison website. Drops out most of day. So slow it's like dial up from the 90s.
Hours spent on phone going round in circles tech support useless. Avoid this service if at all possible.
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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If I could give them zero for all of these ratings I would. Impossible (literally) to cancel even out of contract with NO service.Under 1 Mbps if it even connected.
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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This supplier is an absolute waste of time and money.
Appalling service in every respect, forget any help from customer service. I would highly recommend to stay away. I will never return to Shell.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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Was a post office customer thrown to this incompetent company I have never had a worse experience with a company start to finish no one knows what there doing, cannot answer a simple question when asked maybe other are lucky I had sleepless nights, rang four times one day four different answers to same question
- Location
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- Location
- ipswich
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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was okay with post office. utter dog poo now. no helpline on sundays. will leave. and its a post office router so they can fk off trying expecting me to return it to them as it is not theirs. just read the other reviews and avoid. i did not ask for this change either.
- Location
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- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2022-11-19
- Comments
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TOTALLY INEPT! My mother has had no phne line sine they cut her off for essential works on 10th November. She has a pay as you go phone and has used all her credit trying to call them. I was on hold in total for over an hour being passed from one imbosil to another hung up in the end due to my phone bill. Get you act together Shell and fix my mothers line NOW! 86 years old nad no contact service available shame on you bunch of inept idiots!
- Location
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- Location
- Caxton
- Reviewing
- Shell Energy
- Date
- 2022-11-19
- Comments
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Terrible service, slow speed, constant breakdown in email account !
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-11-18
- Comments
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New contract for my 90 year old mother who has dementia and severe memory issues. Broadband was installed for the sole purpose of setting up internal monitoring in her flat so family members could ensure she was safe and well. Decided on a Shell package with home phone and broadband as listed on the MSE website back in August 22. This has honestly been my worst decision ever and would strongly advise anyone NOT to go with Shell, especially as their "customer service" is absolutely diabolical. Ironically my problem lies with the phone line as the broadband has(so far) been working satisfactorily. From the point of activation the phone line ceased to operate. Outgoing calls cut out after entering 3 digits, incoming calls didn't ring on the handset. There then followed 3 months of infuriating and lengthy holds to Shell customer services plus a multitude of complaint emails with various agents suggesting frankly ridiculous solutions. All that was needed was to get an engineer out to the exchange/green cabinet and check the wiring. Two booked engineer visits went by with no one turning up. When I complained after the last no-show the agent decided to book a further appointment and classify my mother as a "vulnerable" customer. This engineer actually turned up, called me from the now working land line and advised that the wiring in the cabinet was not connected to my mother's landline. This 5 minute fix took three months to happen. Case closed but no apology or credit for lack of landline. However, have now received bill for two engineer call outs at £60 each, one of which was a no-show. Don't think we'll be paying these as problem was outside the home. Shell, stay well clear.
- 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.