1,452 Customer Reviews over 37 pages
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- Location
- Gateshead
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Ended account as put up pricing during a fixed term deal without consent and after cancelling and returning router was charged £35 even with proof of postage.
Trying to ring this billion pound company is a joke in itself. 30 minutes to get an answer whilst being referred to the online portal or app - which failed constantly to loan.
Avoid this company like you would Covid.
- Location
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- Location
- North devon
- Reviewing
- Shell Energy
- Date
- 2022-10-30
- Comments
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Have shell broadband which took over post office broadband. All was well with po broadband then broadband got slower and slower so gave up logging into my emails then shell took over , utter rubbish threatening to shut email down , yes I dnt use it because it’s too slow takes 45 mins to upload the page , then my father has the bill in , bill due 21st October 2022 received letter 29th october2022 , I recon this company sends bills out the day they are due in bulk for Royal Mail to deliver , got three threatening txts from shell pay up or else , how they got my mobile number I never know
Signed up BT , if want hub back I will not be paying the so called £35 ! It was free from post office anyway !!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-30
- Comments
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I did email them 7months ago te cancel my broadband contract even called them they still keep sending me bills until this month over 100 pound I did switch to a different broadband provider 7 months ago what a cowboy company are they my god i think i have to go and meet my solicitor
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-10-29
- Comments
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As with most customers, I was originally with Post Office. Had no major issues for most of the time. Even got a 'good' deal with new contract.
Something must have change in September.
Now cannot access my bill (it should be zero), technical issues says website, try later.
Ten days later still no bill. Tried their chat service but that not available.
So I emailed threatened to cancell. Within 10 minutes someone from their customer service phoned me. According to her manager my issue had been sorted. It hadn't.
I may still cancel.
On the router return problem people mention.
When the router was originally sent it was s "free router" and I had to pay postage to receive it.
Thus if it was "free" then it is mine to do with as I like.
- Location
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- Location
- north yorks
- Reviewing
- Shell Energy
- Date
- 2022-10-28
- Comments
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was moved to shell from post office, I pay quarterly but bills arrive 2 ays past paying date, customer service non existent, no response to email, online account never avaliable, they seem unable to get my bills to me on time but can get threating letters about non payment to me two days past due date !, how can I pay on time if like last bill dated 6th october arrives 22nd october?, if you reach customer services they say they will put you through to someone who can deal with my problem and then hang up, total waste of time, should not be allowed to trade.
- Location
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- Location
- Glouster
- Reviewing
- Shell Energy
- Date
- 2022-10-28
- Comments
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The worst package I have ever experienced. Slow connection and definitely no way of contacting them as they don't answer the helpline. Useless
- Location
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- Location
- ammanford
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Location
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- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
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I am sending this review on behalf of my Father in Law WHO is 90 YEARS OF AGE, he has never had broadband in all his long life, he had a post office phone which was ta k over by shell, he decided to have his phone removed as he never used it,shell are now sending him threatening letters demanding that he must return their router ( which he never had) now they are saying that they will remove £35 from his account (ILLEGAL) because he hasn't returned this item that he has never had.
We have rang them 3 times and they AGREE that they have never supplied broadband to his property, but yet these threating letters STILL turn up.
What a disgusting company and if they carry on in this matter we shall not hesitate to SUE them.
- Location
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- Location
- STEVENAGE
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
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The worst company I've ever dealt with. Avoid at all costs. I'll be switching providers and cancelling my direct debit with immediate effect
- Location
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- Location
- lanarkshire
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
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Lost my phone line last Saturday, broadband had also been very unstable prior to that. Called up and wa given option of callback. They returned the call a couple of hours later but hung up as soon as I answered. Sent them an email, and have been emailing every day since with zero response.
- Location
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- Location
- St. Helens
- Reviewing
- Shell Energy
- Date
- 2022-10-26
- Comments
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Terrible Service for just about everything! Experience frequent "drop-outs" and very slow speeds.Intetnet radio disconnects.Extremely bad customer service. Take far too long answering calls only to be disconnected. Unable to view bills and make amendments FOR MONTHS. Definitely not recommended even at their competitive prices.
- Location
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- Location
- Bangor, Co. Down
- Reviewing
- Shell Energy
- Date
- 2022-10-25
- Comments
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Shocking customer service bills wrong,
my account on the website always says the site is under maintenance, customer services closed at 7.00pm even though they say they are open until 8pm. I talked to 3 agents today who could still not solve my overcharged bills. I want out so will pay the leaving charge. Stay clear of this lot!
- Location
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- Location
- Worcesterwr4
- Reviewing
- Shell Energy
- Date
- 2022-10-25
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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This bunch of incompetent, inept idiots took over my fathers broadband from the Post Office. Due to illness in July I cancelled his contract and was told that 13 days of his monthly fee would be reimbursed STILL NOT RECEIVED. A month later they reopened his account and took £40, raised the issue with them, guess what STILL NO REFUND. On 4 occasions I have requested a returns label to send their router back, guess what NO RETURNS LABEL SENT. They have now charged £35 for the router, which I couldn’t return as they do not have the capacity to do something as simple as send out a returns label. Look for a bunch of incompetent cowboys to provide your broad back, they’ll still be better than Shell.
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Location
-
- 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
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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Like others, I was involuntarily transferred from the Post Office system. Broadband is unreliable. I cant pay my bill as neither their on-line or telephone payment services work. Contacting them gets a "sorry, why don't you pay us via bank transfer" !
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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I have been without Internet for 4 days now. Anytime i call, i have to be on wait for almost 3hours. If am lucky and someone answer, they just take my details and hung up
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2022-10-22
- Comments
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Was moved from Post Office to Shell for phone line only. Out of order at least once on a weekly basis. Can never get through to Customer Service so have given up. Will be changing provider.
- Location
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- Location
- Irvine
- Reviewing
- Shell Energy
- Date
- 2022-10-22
- Comments
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Shambles of a company, engineer failed to show on Friday and now need to wait till Monday , 2hours on a call to be told this ,and also house has a phone line and won't connect it , and I'm a new Customer, looks like I will be using the 14 days cooling off as this is a bad start to any new member ,should never of gave me a date of live if they can't fufill it
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-10-21
- Comments
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Got sold off from post office hate that. keeps dropping out 2 to 3 times a day on average.Never had any bills in email unlike post office then suddenly bill nearly doubled. Contacted them and they said my contract had ended. I told them they had had not informed me but wernt interested. Gone somewhere else. Had same problem with my 86 year old dad. Then they were threatening him charging him for the old faulty router if he did not send it back but he already asked for a return label which they had not. But got that eventually sorted after a few hone calls. They need some customer service training also need to get there house in order to inform people they are going to get ripped off by them. poor service
- Location
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- Location
- harrogate
- Reviewing
- Shell Energy
- Date
- 2022-10-20
- Comments
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I have nothing good to say about Shell Energy broadband. Ignore their speed figures because you won't get anywhere near. Customer service is a shambles.
- Location
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- Location
- South Shields
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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Do NOT use this awful and abysmal sorry excuse for a company
I signed up and had a very slow speed service
I cancelled and moved address in a very short time frame and was just about within cooling off period
They charged cancellation fee which I did not owe so did not pay
They then affected my excellent credit rating by putting £106 cancellation fee debt onto my report
Nasty unfair thieving company with unusable service which kept going out
- Location
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- Location
- Portishead
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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Very poor I have to reboot the router every day and I can't get any responce from them on the phone I'm seriously considering leaving the contact early dispite the fees
- Location
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- Location
- Loughborough
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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DONT GO WITH SHELL - it should have zero stars. A series of looping automated online systems and a call back system that was designed to call me and instantly hang up meant it was almost impossible for me to get through to make a complaint. When I did I found out that Shell Customer Services is outsourced to a company or companies with employees in other countries who have no interest at all in Shell's reputation or indeed providing a service to their customers. I was given a series of contradictory instructions re returning a router which I had done using the original label provided when I joined 3 years ago. I suspect that the address on the labels then has now changed - whatever I was charged for a router anyway because it supposedly failed to arrive. Four weeks had lapsed and by this time I had lost the proof of sending. To actually send that proof now would be extremely difficult since as above the looping system is designed to make it impossible to fill the boxes to enable you to submit a communication. NIGHTMARE
- Location
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- Location
- LONDON E18
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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STAY AWAY! They promised service, in the end Openreach attended and said they could not offer even basic DSL never mind fibre - but of course by then old service was turned off - so now I am without and have been for weeks - and they take days to reply
- Location
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- Location
- midlothian
- Reviewing
- Shell Energy
- Date
- 2022-10-18
- Comments
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this company is ok if you dont want online for more than 10 mins, constantly disconnected , biggest mistake i have made ,roll on the next 16 months
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-10-18
- Comments
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Not long switched to Shell Energy. Broadband received and after four days of Poor quality connection, low range router and speed, called to cancel, only to be told that I was outside of my 14 day cooling off Period when the contract was signed. Despite explaining that I’d only actually had the service four days ago / this was the case.
Spent ages on the phone trying to get this sorted, moving from department to department and in the end have given up trying to speak to anyone to resolve.
They have no customer advisors available - poor quality products and awful service. Reviewing options
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-10-18
- Comments
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For days and days unable to see bill, unable to pay bill; forces call to contact centre who can't answer, select to use call back but no one calls back. Website unable to modify call package have to phone in. Useless.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-10-16
- Comments
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im paying 3months now for the internet and i don’t have it !!! im waiting for the engineer every week and no one came , really disappointed with them i just want to cancel everything , costumer service awful, the are lying every time im contact them
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-10-14
- Comments
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Stole me from post office broadband without warning...doubled my bills paid them 300 in 3 months which they took fir one thing or another they kept cutting Me off..asked to start a new contract was promised a phone call back the next day
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2022-10-14
- Comments
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DO NOT GO WITH THIS COMPANY FOR BROADBAND. Absolutely shocking service from beginning to end. Only been with them 4 weeks and I feel like it's the biggest regret of my life. Messed up my go live date then it was changed still had to call them as it didn't go live on the second date. got lied to numerous times, I've had to go through complaints procedure 3 times absolutely hurrendous how many times I've had to call them even right now there is a fault which is causing my broadband to run slow called them and having an operator tell me I need to unscrew the box on the wall which I have no clue about so he can do another test,told him I don't have a screw driver to which his reply was do i want to call back when I have one. There is also alot more but it honestly would take me all day to write it. But please for your own sanity DO NOT GO WITH THIS COMPANY FOR BROADBAND
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2022-10-13
- Comments
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Agreed a new 18 month contract with Shell Energy Broadband on 29th July '22. Already an existing customer out of contract, to entice me to enter a new 18 month contract I was offered various incentives over the phone by the retention's team; a low fixed monthly price of £23.99 for 65Mbps (including landline), a free month of broadband and line rental and a £30 bill credit on a new 18 month contract. When I received the new contract details in writing by email I had the foresight to email and ask why there was no mention of either the £30 bill credit or the free month of services. Along with the other standard terms and conditions the contract only confirmed that it would last 18 month and be at a monthly cost of £23.99 as agreed over the phone with their retentions team rep.
By return customer services did confirm in writing that my agreement did indeed include the aforementioned incentives. Thank goodness for this confirmation as they have welched on these incentives. It has taken a month of emails to get the £30 bill credit applied, however, I only have their word for this as the bill section of the website has been unavailable for days. They have so far refused to comment on the free month, ignoring all emails and messages which reference the matter. They have even closed the case because they say the matter is resolved. They have failed to provide the requested deadlock letter so I can pursue the matter with the Ombudsman arbitration service. Their latest method of dealing with the matter is to not respond to messages at all.
it's clear from previous messages that a possible cause is that different people are constantly handling cases and do not read account notes or even attempt to understand what requires action. You never actual get a message signed with a real person's name. Each response from them comes without the previous correspondence, making it impossible to know which aspect of the complaint they are actually responding to. It is impossible to tell if this is deliberate or just plain incompetence. Either way I will wait the eight weeks from when I first raised the complaint on 14th September and pursue the matter with the Ombudsman. As they are in breach of contract I will also explore with the Ombudsman whether I can move to another without penalty, rather than entertain these charlatans for the full 18 months.
Should you be considering this company for your broadband requirements take my advice. When the service is all working and you don't need to contact customers services then its fine. However, should anything go wrong, then you're truly on your own in a process designed to frustrate customers rather than resolve issues.
- Location
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- Location
- Cockermouth Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-10-13
- Location
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- Location
- Cheshunt
- Reviewing
- Shell Energy
- Date
- 2022-10-13
- Comments
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Absolutely terrible! In the 3 months of being with then we didn't have 1 day of good broadband. We were constantly rebooting the router and restarting the box. Every time my son tried gaming on his pc the Internet would loose service and the rest of the house couldn't use their devices.Trying to get through to customer service was just as bad as I'd say the average time to get through was about 1hr. An engineer came to see why we were having so many problems and said we needed a new router but shell refused to supply 1 for free saying I'd need to pay for it. The final straw was when we lost Internet service 32 times in 1 day! Eventually shell agreed that I could leave with no fees to pay as I was not receiving my contract service agreed but instead of disconnecting the broadband on the actually day agreed they disconnected the service the night before so we were left with 1 day of no Internet. We only decided to change our broadband provider to shell as they were cheaper but to be honest I wish I hadn't bothered. My advise, always read as many reviews as you can before switching broadband provider as I wish I had researched more before agreeing to move with their service.
- Location
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- Location
- Broxburn
- Reviewing
- Shell Energy
- Date
- 2022-10-12
- Comments
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Stay away, horrible customer service from shell. Website crashes all the time. I was waiting for 3 months to get internet connection!!!
Not recommended.
- Location
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Location
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- Location
- Guisborough
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Location
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- Location
- Spalding
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Comments
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Probably the worst broadband provider in the country. Ended my contract on 27 Aug when told router must be returned within 30 days or would be billed £30.Sent 5 emails, 2 phone calls and a chat before I received the bag & label to send it back although both phone contacts promised to arrange a delivery. Further month payment taken over a month after contract ended leaving a credit balance of £21.Now middle of October and have just been told that nothing has yet been done to return the over payment and it will be at least another 10 days before I receive it.
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Comments
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Ex post office broadband customer - taken over by Shell Energy - terrible broadband service, not very helpful telephone customer service. Was glad to be able to get out and move to another provider. Sent Router back immediately with proof of posting (thank you Post Office!!!) but still getting emails from Shell Energy - start off telling me I have not returned my router. I know I had so ignored this "cannot reply" email. Yesterday, another email telling me I have not returned the router and they are going to charge me £35. BUT the funniest thing, if you need a laugh by then, is that they then go on to say if you have returned the router, ignore this email. WHAT ABSOLUTE RUBBISH SERVICE. I have proof of posting, as the advised when I closed my account, and they provided the return bag with address so it's THEIR PROBLEM if they have not received it.
- 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.