1,452 Customer Reviews over 37 pages
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-07-30
- Comments
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Finally received my Ombudsman cheque today after a period of hassle lasting 6months. Unanswered phone calls, on line chat and emails unanswered just when mu landline developed a fault and they became uncontactable what a shower they have proved to be.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-06-21
- Comments
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Terrible internet provider. Unreliable connection, cuts out multiple times a day. When speaking with customer services you are constantly told there appears to be no issue there end.
Absolutely useless.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2020-06-19
- Comments
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Atrocious wifi signal. Was okay for first few months then drops out regularly. Cust service deplorable. Contacted them and told I had too many devices connected and would need to upgrade. I had 1 PC and 1 laptop connected. A total scam.As in contract had to wait 4 months to change provider. Now only 3 months to go, then they're ditched and good riddance.
- Location
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- Location
- Droylsden
- Reviewing
- Shell Energy
- Date
- 2021-12-07
- 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
- Dulverton
- Reviewing
- Shell Energy
- Date
- 2023-12-09
- Comments
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Been with Shell for about 9 months.
I had a fault at the cabinet a while back, I got hold of a lady at the support desk quickly. She found the fault and got Openreach to repair it.
Apart from this it works. Their portal is ok. The price is good.
- Location
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- Location
- Dumfries
- Reviewing
- Shell Energy
- Date
- 2021-12-06
- Comments
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Customer service good if problem fixed first call. Otherwise its nightmare I have to run around switching broadband Internet to connected off
- Location
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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If I could give minuses I would. Their service is appalling and customer service non-existent. They're still chasing me for router return and this month's payment. I left them on 27/6 after they ignored my complaints for 4 months and the router has been returned. It was ex PO, so no use to them anyway. I had to deal with all their crap at the same time as my sister received a terminal diagnosis and died on 1 May. AVOID AVOID AVOID.
- Location
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2019-09-22
- Comments
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Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
- Location
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- Location
- dunfermline
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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appalling service if your looking for broadband DO NOT GO WITH SHELL,look elsewhere,shocking customer service,broadband signal is terrible constantly disconnects,speed is nowhere near what it is supposed to be,constantly disconnects worst broadband service i have ever had
- Location
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- Location
- Dunfermline
- Reviewing
- Shell Energy
- Date
- 2021-10-15
- Comments
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Shocking service, been with them just over 3 months paid every bill, and I’ve been cut off today without warning and told to pay £57 for somthing I don’t u derstand! I put a complaint in and they closed it straight away, I’m writing this for bobbie as I’m her carer as she has learning disability and the customer service was below par, also they did not explain what the bill was for they were just down right rude! I questioned if it was even a scam it was that bad, but no the telephone numbers match up to this company, I may have to get redress through ofcom and look for another provider in the meantime, but this is a company to be avoided!!
- Location
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- Location
- dunfermline
- Reviewing
- Shell Energy
- Date
- 2021-10-07
- Comments
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if your looking for broadband do not go with shell,service is appalling and the customer service is even worse,biggest mistake i made!! speed is terrible constantly cuts off been a joke from day 1 tried to cancel within 14 days but they refused saying speed issues are my fault because of too many devices connected at 1 time??
- 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
- Duns
- Reviewing
- Shell Energy
- Date
- 2021-07-02
- Comments
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Literally the worst and most expensive boradband provider I have ever had the misfortune of using. Terrible and rude customer service. Huge expense for the new router. Drop outs are endless. Dont even bother trying to explain anything to the staff as they are terribly rude and offer no help. If I was them I would stick to destroying the planet by drilling for oil. DO NOT go with Shell.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
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Beware you get charged £15 to change supplier and make sure you return router as they will charge you for it .Very slow broadband similar to dial up at times . Look elsewhere !
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-07-02
- Comments
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Broadband continually tells you network slower than other companies and it’s true
But apart from that the Hub has singed/ marked my computer table as it must overheats .. Shells answer “ put in open space ??? Like where .. the back garden or suspend it from ceiling .. how ridiculous and unsafe this is and they now ignoring me !!!
- Location
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- Location
- durham
- Reviewing
- Shell Energy
- Date
- 2018-07-04
- Comments
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IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2018-07-17
- Comments
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This BROADBAND IS NOT FIT FOR FAMILIES WITH CHILDREN! AVOID!! This is because there are no parental controls.
I was told that internationals calls were free and unlimited. But it was not so. There is no account for the customers and hence the customer would not know the usage and billing on the website. The phone does not show incoming numbers. The broadband will be activated after the cooling period and you will be tied to this nonsense broadband for 18 months.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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I've been with shell energy broadband since the 27th of this month their broadband does not work they are trying to charge me £359 to cancel for something that doesn't work for anyone this concerns do not use shell energy broadband they are w***
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
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If you like wasting your money on things like me clearly! SHELL IS THE WAY! I’m thinking maybe there’s a old paggered hamster in my Wifi box on a wheel? Because this speed is terrible! And trying to speak to the customer service is like trying to get blood out of stone! Absolutely shocking, get my WiFi sorted or I will be battering one of your staff on the street with the ROUTER!
- 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
- DURHAM
- Reviewing
- Shell Energy
- Date
- 2021-08-10
- Comments
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Abysmal.
Fooled into joining by the cost, and the proclaimed broadband speed in my area.
Plusnet appears far cheaper. The broadband connection constantly drops and I lose it.
Do not sign up.
- 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
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-05-25
- Comments
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I changed to Shell Broadband tempted by the lower price after my supplier tried to put my price up significantly. I should have done more research.
The Shell broadband worked for the first day and was ok. Speed wasn’t great but there are always teething problems. After that it stopped working. I was told there was a fault in the line and BT Openreach would be in touch to sort it out. My lines and sockets are new. Fitted by openreach two years ago. It looks like I’ll be without broadband for at least a week. The customer service lady was pleasant and professional but essentially did nothing.
Give these guys a miss and go with someone reliable. I wish I had stayed with Now. Never had any problems with them.
- Location
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- Location
- Dursley Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-09-29
- Comments
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I live in a rural area I always had my broadband with Sky but I made the choice to move to shell energy it was the worst mistake of my life I couldn't only get broadband from shell energy if I wired my TV cable to cable I could not pick up any WiFi on my phone or laptop TV I could not pick up WiFi at all I was left with no WiFi for 2 weeks until I reconnected back to sky who can provide a perfect signal WiFi no problems no issues at all and now shell energy has sint me a bill of over £300 for cancelling their internet within two weeks of a contract in fact the day she'll energy connected live I rang sky that day to reconnect to sky they are now wanting I over 300 pounds of a disabled person I am partially paralysed and house bound they ruined everything for 2 weeks with a broadband service that wouldn't work shame on shell energy my advice IS DO NOT EVEN THINK ABOUT GOING TO SHELL ENERGY SERVICE. I TRUST SKY THEY HAVE NEVER KET ME DOWN.
- Location
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- Location
- E11 1PT
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Comments
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Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.
- Location
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- Location
- Easington
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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Where to start, after having no internet for a week I eventually managed to speak to Shell Energy broadband. On hold for over 40 minutes until I spoke to someone. They advised they would send an engineer out and I would get a text and I had to make sure someone was in between those times or I would be changed £65. My partner has took a day unpaid from work to sit in for an 8-1 appointment only for nobody to turn up, no text to say why, no call. Another 40 minute phonecall later and we have been told their "latest update" is that it could be anytime today or tomorrow. We werent told this until we rang. The customer service is shocking, the service is even worse and I will be leaving as soon as my contract is up. AVOID SHELL ENERGY BROADBAND AT ALL COSTS.
- Location
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- Location
- East Devon
- Reviewing
- Shell Energy
- Date
- 2022-07-02
- Comments
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I was a happy customer of Post Office broadband in an area with terrible broadband. Shell took over. I resisted going onto one of their plans as FTTP was being installed in my village (another nightmare). Fibre installed successfully so I gave notice to Shell. Since then I haven’t received my £60 refund for rental paid upfront but they have hassled me for my router. They told me to use “the returns label in the box”. I have had the router since 2014. I rang & was told to ignore the letters. Today I learned I was being fined for not returning something I never got from them. I’ll happily sue them. Avoid Shell Broadband at all costs. Customer “service” is appalling, internet drops out multiple times per day & staff lie. Takes ages to get someone to answer the phone. Delighted I switched to a dedicated FTTP provider and ditched these charlatans.
- Location
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- Location
- East Kilbride
- Reviewing
- Shell Energy
- Date
- 2018-07-10
- Comments
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What can I say except that it's the best and cheapest I have ever been with. I love it!
- Location
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- Location
- East London
- Reviewing
- Shell Energy
- Date
- 2021-09-09
- Comments
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Absolutely atrocious, disappointing customer service all they keep saying is ‘I understand I understand etc’ I joined few months ago started having problems 3 months down the line with broadband they sent engineer and they was advised it’s their router so they sent a new router 1 week later. It takes 48hrs to get the request approved and then 48hrs for delivery. This is unbelievable Iv had no internet at home just before the start of summer holidays till now there is no internet. I hate calling them to get through you have a minimum wait of 35 minutes before you can talk to something and you will be lucky to get through to the right department if not then you got another 30/45 minutes wait. Honestly regretted using this service. For a company this big it is shocking they have a service like this. I would not recommend anyone to go with them. They might give you a good deal but when problems start good luck to you… absolutely horrendous service it will stress you out.
- Location
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- Location
- East Midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-07
- Comments
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Pathetic up & download speeds. Paying for 35mbs download speed, receiving 1.5mbs for approx 20 hrs @ day. Up to 4 mbs for the other few hours.Impossible to watch video content. Emails fail to send. Often unable to do BB speed test because of slow speed. Cust Svcs slow to respond and try to blame everything but their own service. They expect customers to pay for engineers even when it is them at fault. Buffering as I write this. It may not upload. It dropped out again. I am stunned Shell have achieved an average of 2 stars. Somebody somewhere is being generous!
- Location
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- Location
- East Midlands
- Reviewing
- Shell Energy
- Date
- 2024-01-04
- Comments
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Quite genuinely the worst company I have ever had the dissatisfaction of dealing with. I don’t even know where to begin.
Firstly, due to their absolutely dreadful customer service, I am coming up on a month with no internet. I would normally say that if they are busy over the Xmas holidays then fair enough, but no, that is not even where the problems begin. On multiple occasions I have been outright lied to by call centre agents about things that Openreach have been saying on our account to them and also about when they will send out an engineer.
They first (around the 8th of Dec) told me that they would send an engineer out to our house to connect the router up and go to the box nearby and connect us up, few days go by, still no internet, we call them and they tell us that “extended work needing doing on the box and they’d get back in contact with us to set up a day for the engineer to come do the work” not sure what that means (I’m of the opinion this was total rubbish and no one came near our house), but ok.
A week or so goes by, still no internet. We contact them again, they throw out a day that someone would come by, that day comes and goes no engineer. We go back and forth over the next few days, they eventually said the 28th someone can definitely come out, can you guess what happens next?
So come to a few days ago (start of Jan) they say once again that they’ll get someone out, and on the day of, it gets to about 4pm and I call them to confirm they’ll definitely be coming, the guy says “yes I’ll call Openreach now and confirm your appointment” at which he puts me on hold for 7 minutes, then comes back and says “yep Openrach will definitely have someone out to you by 6pm”. Shocker, 6pm rolls by and nothing so I call again and the agent I spoke to down right lies to me and says “Openreach left a note on your account at 10am this morning saying they couldn’t make your appointment and requested to rebook”. Despite the fact that supposedly someone from Openreach confirmed they would be there a full 6 HOURS after they said they wouldn’t be. So either the initial guy lied and never actually called Openreach, or second guy lied just to cover their back and get me off the phone.
Sorry for the ramble but I am just so frustrated at how both Shell and Openreach have both given me the runaround and left me without internet for a month. Luckily neither of us work from home or really rely too much on WiFi at home, but even still this is unacceptable and if I don’t have internet by this coming week I will be forced to go elsewhere. Wouldn’t recommend it to my worst enemy.
- 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
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2020-07-07
- Comments
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Worst service of a broadband provider ever. Wish I had read the reviews of others before signing up to this company. Service agents can't or won't respond to emails to get my line and broadband fixed. Company will not issue a deadlock letter so can't even get the regulator to look into complaint.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-30
- Comments
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Broadband is so weak, I can’t even watch Catchup without constant buffering. I’ve never had a problem with any other provider before.
Can’t wait for this contract to end so that I can leave Shell.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2022-06-25
- Comments
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Broadband was all right but returning the router was a nightmare as they kept asking for it to be returned, or for me to call them about the return, when they had already had it back for over a week. Admin is dreadful generally, wasted a lot of time contacting them because of their appalling processes.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-01
- Comments
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Had this for 4 days absolute rubbish, did live chat to cancel...she was very nice....informed I’d have to pay £306 to cancel. Even though it’s not fit for purpose. Told them I’ll cancel the direct debit and pay £10 a month. Angry doesn’t cover it!!!
- 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
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2023-04-05
- Comments
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My mother has her phone and Broadband Account with this lot and has recently had her service suspended due to non-payment of her a bill - a bill they have admitted they have never sent.
Apparently the bill has now been sent with a discount for their error but they will not re-instate her services unless they can speak to her, so I told them to ring her as she can't currently call anyone but apparently they can't do that, they suggested I call back when I next visit her so she can pass security (I'm assuming they realise that won't be from her phone line which they have suspended)- dammit I can pass security I know all the details and isn't it a good job I live in the same country if that's what needs to be done- idiots, they created a mess and don't have the capacity to resolve it.
Hopefully the contract will expire soon and she can move to another provider.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-08-21
- Comments
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Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
- 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.