1,452 Customer Reviews over 37 pages
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- Location
- Reviewing
- Shell Energy
- Date
- 2022-04-27
- Comments
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My contract started last November 2021 and since day 1 my Wi-Fi never worked. I have an opened case since 6 months because they weren’t able to solve it. I’ve called the customer service so many times and it’s just a waste of time. They kept asking for money even to leave the contract and they only sent me an engineer on February. The engineer proved that there’s no fault in my house and they still charged me for it. I’m not free to leave the company as they are going to charge me for it. They gave me some credit back but they are using it to pay the engineer and basically since I’ve received this credit my Wi-Fi stopped working at all. I cannot even see the line. This situation is creating me so much anxiety and stress. I’m not even sleeping at night time. Nothing like that ever happened to me in my all entire life. I regretted so much signing that contract. Don’t join it because it’s the worst company ever. I never received the service I’m paying for and they only keep asking me for money. There’s nothing worst than that. I wish I could come back and never sign this contract. I’m trapped. Don’t trust this company.
- Location
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- Location
- ML
- Reviewing
- Shell Energy
- Date
- 2024-04-11
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-05-05
- Comments
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I had to cancel due to the rising cost of living they have charged me £265 on top of my monthly payment l have refused to pay l am almost 70 years old in very poor health l don't eat most of the time as it's too expensive l need a power wheelchair due to serious walking and balance issues l can't even afford that...they didn't tell me about the social tariffs l am entitled to...don't ever take broadband out with shell or you will get treated the same the company is rubbish and very ignorant they don't answer your complaints it's disgusting harassing pensioners they have got a debt collector to harass me
- Location
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- Location
- Wisbech
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Avoid at all costs. I was migrated from PO broadband. I've never had a problem in 5 years. I now have slow speed broad band and literally no phone. I have tried ringing customer services but there is no answer ever. I've sent numerous e mails and a letter.
I would get out of my contract but it won't let me log in to find a way to do it.
I have cancer and really can't believe how upsetting this all it. I just hope everyone avoids this terrible company
- Location
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- Location
- Market Harborough
- Reviewing
- Shell Energy
- Date
- 2021-09-08
- Comments
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I am so angry and upset with this company that I feel I need to make others aware of their appalling service. I was paying for ‘super fast speed’ broadband for over a year! The connection was shocking! I now realise after leaving them and joining another company, that it wasnt ‘our fault’ that it was slow (which is what we were told by Shell) it was their fault!!!! Their customer service was terrible. Even after having my contract cancelled I continued to be harrased by emails saying I owed more than £80! They even got debt collectors after me! My contract had ran out so I didnt even owe them a cancellation fee. They charged me for my router!!! Which was an 8 yesr old router from the previous company that Shell took over! Im so shocked at how they treat their customers. Trying to scrounge more monies and threatening them. PLEASE DO NOT JOIN THIS COMPANY!
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2019-10-11
- Comments
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Broadband is okay, is not the fastest but it's quite reliable.
However I've just realised that Shell has charged me £54.16 for having to send the technician out because they couldn't tell me what to do and what to look for when I was installing the modem. It turns out that they could have told me the lines come from the back of the houses not the front and saved me time and money, but they didn't. How should I have known their lines come from the back of the house?
Very poor service!!!
- Location
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- Location
- Aberystwyth
- Reviewing
- Shell Energy
- Date
- 2024-02-17
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-14
- Comments
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My broadband has failed 3 days in a row. Tried several times to call Shell - one time yesterday held in for an hour then they hung up. Don’t answer emails - zero customer service - should never have gone with them after buying from Post Office. Avoid
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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Dreadful. There are no parental controls available which every other internet company provides. 100% do not go with this company if you have kids and would like some control over what they are exposed to. The actual broadband is also unreliable and drops out frequently.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2020-12-02
- Comments
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Beware: They charge £15 cease charge whether you are in or out of contract.
I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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Absolutely shocking services, setting my nans internet was told would just be plug in and go, doesn't work needs authcation. Rang through got put through to 3 different departments on the phones for 2 hours. Joke!!! Worst services ever had wouldn't recommend this company.
- 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
- Ipswich
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
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It’s even worse than post office!!! Don’t spend your hard earned money on this crusty broadband company. Absolute bog I tell ya. Takes forever to load and sometimes restarts on its own. Please, for your health and safety don’t get Shell Broadband. If this is the same company that does fuel they should stick to their day job and don’t try to make wifi routers
AND DONT EVEN GET ME STARTED ON CUSTOMER SUPPORT.
Please save yourself. I can’t even leave. I’m stuck in this wack a** crusty weak old broadband loophole.
- Location
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- Location
- BT67 0LT
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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This company is less than crap was with post office, the service was great, then these cowboys came along. I decided to leave due to be charged double for my bill with no explanation, no explanation of my bill. decided to leave and got to talk talk. they blocked my incoming telephone calls and slowed down my internet speed, all I can say Shell Energy is just scum at the highest level.
Regards
Eric
- Location
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- Location
- Kilmarnock
- Reviewing
- Shell Energy
- Date
- 2021-12-03
- Comments
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DO NOT SIGN UP WITH SHELL ENERGY
no internet but they want to charge me for a fault thats their doing havent even had the hub for a week asked to cancle my acxount in the first to 3 days twicein one day two seperate phone calls i was told my account is closed only to discover it wasnt its like they are using entrapment to make their money im sure this is ilegal i will be recording the next phone call i have with them to make sure their is proof that simeone is sayinh my account is closed
- Location
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- Location
- Bury
- Reviewing
- Shell Energy
- Date
- 2022-12-20
- Comments
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Had trouble from the beginning!!
Keeps looking signal.Even when I'm sat next to router.Sent me a twin pack extender.worst instructions going.I can't wait for my contract to end.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
Well worth the switch and a happy customer.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Comments
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Terrible customer service, the likelihood of speaking to someone in less than an hour is close to zero, not to mention if you do manage to reach through to someone they might hang up on you imediately - extremely frustrating!
My broadband has been unreliable and slow since the start of my contract and had to have multiple engineer visits. You have tried charging me for the latest one whereas a fault has indeed been found on the line. Your company is simply trying to steal money from honest people and this is absolutely appalling...
One advice - never sign up with Shell Energy, run!
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2023-05-23
- Comments
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Absolutely dog ****! I have never had a network with such weak strength and a high frequency to stop working all together! Not only that but the contract has no way to back out of their piece of crap package,
The people who developed this should be ashamed of themselves, you are a group of scammer scum and I hope you all rot
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-05-19
- Comments
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Recently left this company after my broadband was transferred from the Post Office. Lousy customer service and no details on final inaccurate bill. Do not join this company. However, even when you leave it, it does not go smoothly. Really lousy.
- Location
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- Location
- Khyber Pass
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Comments
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I was with the Post Office for about five years and was completely satisfied. Then Shell took them over and everything started going to pieces. Lots of emails telling me about changes of rules and price increase.
About the same time my line began to regularly drop, multiple times a day. A coincidence, maybe!
I disliked their high handed attitude and when they started offering newcomers much cheaper deals, that I couldn't access, I moved to another supplier.
Six weeks later they told me they wanted their old route back. Unfortunately, I had binned it as it was over five years ol andwas rubbish anyway.
Now I suppose i will have to pay them their 35 pounds.
Note I am not complaining about the charge per se but about their aragance and lack of straight dealing. When I cancelled their service their email of acknowledge ment could have mentioned the router return rule. Big company scrabbling for a few pounds.
Luckily there are so many other broadband suppliers so that I can confidently say I will never need to deal with this awful company again.
- Location
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- Location
- Richhill
- Reviewing
- Shell Energy
- Date
- 2019-01-29
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2020-11-16
- Comments
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Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends.
- Location
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- Location
- Scotter
- Reviewing
- Shell Energy
- Date
- 2020-11-14
- Location
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- Location
- Lincoln
- Reviewing
- Shell Energy
- Date
- 2020-04-28
- Comments
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Constantly drops out, even when it’s working you can’t even connect your phone, when complaints are made they have covered their crappy service in their t&cs, charge you to send an engineer if you refuse you’re liable for cancellation changes - even ombudsman won’t help because, as mentioned- they have covered themselves in the t&c... AVOID AT ALL COST
- 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
- Wimbledon, London
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
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Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!
- Location
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- Location
- Llandudno
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
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Awful service,I have had no network connection for almost two weeks. Endless hanging on for technical department. No replies to emails sent.
Promised call back within 24 hours, nothing.
Had no choice but to change provider even though I’m still in contract.
Of course I’ve had an automated response from Shell charging me for leaving.
- Location
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- Location
- Greenock
- Reviewing
- Shell Energy
- Date
- 2024-04-10
- Comments
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I’ve been with shell energy since October. The speed is excellent and the wired connection is extremely reliable. But there is a big BUT the wireless connection is awful. Constantly just drops signal for no apparent reason as if you plug in to the router the broadband is working fine. It can be very frustrating. I appreciate it’s very cheap £21.99 but the wireless connection should really be much better than it is.
- Location
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- Location
- Northallerton
- Reviewing
- Shell Energy
- Date
- 2022-09-01
- Comments
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This company is a disgrace. The internet is slow when it works which is rare, the customer service is horrendous we had one customer service agent hang up on us when we said we wanted to leave the company, do no recommend I’d rather use a carrier pigeon than use these bunch of arseholes again
- Location
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- Location
- Bridgwater
- Reviewing
- Shell Energy
- Date
- 2023-05-04
- Comments
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Absolutely diabolical. Never have I ever had such hassle setting up a service. Shell are undoubtedly the worst Broadband provider the planet has to offer. The router arrived over a week late, The service which I was informed was live didnt even work when the router did arrive. Upon trying to close my contract before the first bill even came through, they're attempting to charge me the closing fee of £308 despite the fact that I havent even been able to use the service through no fault of my own. Truly despicable, absolutely useless. If you have the option between Shell and no broadband, youd be better off with no internet.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2023-01-05
- Comments
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If you want to relive the 90s spending a day on the phone with dropped calls, constant redirects, clueless staff, management with no respect for the customer. This is the company for you.
- Location
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- Location
- Swadlincote
- Reviewing
- Shell Energy
- Date
- 2024-02-25
- Comments
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I guess they are lucky that you can't actually give 0 on the rating scale.
Price is doubling from £25 to £50 this year. Not a great start.
Got the contract in August, roughly every 2 days connections dips. Unstable garbage for it's price. The download and upload speed is not what was promised. And the router is so bad that WIFI cannot even go to the second floor let alone struggles to get into the dining room ( which is the room after. ) Shell should still to their strength and carry on playing corporate monopoly greed with it's oil.
- Location
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- Location
- lytham
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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this is the worst company i have ever come across,opened two accounts instead of one took ages to sort out over 5hrs of phone calls,loads of problems with service, problems at the moment said will get back in touch with me ,it never happend
- Location
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- Location
- 52 Glenpark Drive, Hesketh Bank. Preston
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.
- Location
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- Location
- Redditch
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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When it worked it was fine, but customer service is non-existent. Hours waiting on phone, then get cut off, and get hilarious voice message saying we got cut off and please ring back.
- Location
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- Location
- Ashby
- Reviewing
- Shell Energy
- Date
- 2021-11-01
- Comments
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A disappointment. I applied for broadband with them and only found out I had be turned down on a technical issue when I rang them to check progress with Broadband installation on the 28th Sept.
I looked but could find no sign of any email from them to tell me this, a decision they made on the 22nd of September. There were different answers about why it was turned down until on the third call I got someone who knew what they doing and explained it without guessing. I did complain but heard nothing for a month and when I did ring up about the complaint nothing had been done. Finally I got a call to sell me broadband! Poor communication and customer service. In my opinion you should stay clear of this company.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-01-14
- Comments
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AVOID. Go elsewhere, you will regret signing up with these clowns.
Wish I'd read the reviews before being lured in by the download speeds of 63mbps and low price.
Speed drops off repeatedly every day during the day and in the evening. Tried all kinds of troubleshooting but finally concluded the problem is on their end - they're just completely unreliable. Customer Service is bloody appalling.
Cheap does not = good. Go elsewhere.
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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Absolutely junk , drops out constantly and can’t get any response from shell ever. It’s the worst broadband provider I’ve ever used , they should stick to ripping people off with fuel
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
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My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.
I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.
Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.
I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.
The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
- 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.