1,452 Customer Reviews over 37 pages
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- Location
- W yorks
- Reviewing
- Shell Energy
- Date
- 2022-09-21
- Comments
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Rubbish customer service. They entered wrong details, even date of birth! Linked 2 phone numbers together mobile and landline so didnt recognise account. Won't let me make a payment just says up to date. I wanted to get ahead with payments for winter. No luck online, automated services and customer service couldnt help apart from changing date of birth!
Definitely do not recommend
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-09-20
- Comments
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I may have had a lucky escape as I would not give my bank details until i had seen an emailed contract, the first salesman was back on the phone giving it the hard sell, in the meantime I was reading the terrible reviews, and turned them down !
- 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
- Worksop
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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Disconnection problems since start of contract. They do not respond to e-mails and will keep you waiting on the phone. Awful company
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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DON'T USE
It takes nearly 15/18days to receive the bill which was pass payment day.The bill was not clear on what you have pay, we have now changed our broadband company and now waiting for refund from shell.They told us 10days for refund from August made another call and they said 20days september and just made another call today and they said another 10days so still waiting for our refund.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-14
- Comments
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The worst customer services I have come across in a while. Nobody seems to know what they are doing. Was trying to give notice of cancellation for my broadband service but was nearly impossible. In the end I put it in writing and someone from Shell telephoned me, who, when I answered transferred me to a different department and the operative then asked me “why are you calling today?” OMG.
It’s like booking into the Hotel California. Once you check in you can never leave.
- Location
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- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
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Got migrated from Post Office to Shell and at first noticed no signifcant change HOWEVER in the last few months had very slow speeds (1mbps or less) and frequent outage. Had an Openreach engineer call, told a problem outside of premises and fixed the problem. Here we are 4 weeks later and have now got exactley the same problem. Have carried out both Shell and Ookla and showing broadband as Talk Talk - thought I was buying Shell but...... The service is absolutely crap so BUYER BEWARE, go to BT/Plusnet/EE - all under same umbrella I'm told and I'll be looking to leave Shell ASAP.
- Location
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- Location
- Corby
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Location
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- Location
- Penrith
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
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Takeover from Post Office has been an absolute joke - no broadband for a week. Phone calls take an hour to answer, letters sent that should not have been sent. Employees don't have enough knowledge to deal with problems, i.e. I have asked for refund of charges paid in advance. I was told Shell do not charge in advance - website says yes they do!!!
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
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After over 5 hours of calls with…
After over 5 hours of calls with waiting times of 30-45 mins for calls to be answered I am no further forward. Shell advised me in August that as I was switching to a new supplier my line would be discontinued in September, this was news to me as it was not something I had requested. I eventually managed to speak to an advisor who assured me that everything would continue as before I was not changing suppliers and that it had been an error.
September 10th another letter arrived from Shell telling me that my service had been transferred to a new provider. Shell had cancelled my phone line.
I emailed Shell but have yet to receive a reply.
Today I have spent 1hr 48mins on the phone to them only to be cut off. In that time I spoke to Zac customer services, Justin retentions, Jaspar sales, Usman customer services and finally Sharon retentions, each one having passed me onto the next until I was cut off by Sharon. During the call I did ask Usman who my new provider was but he said he couldn't access that information on his screen and he said there wasn't anyone more senior than him to access it, I would suggest he was unable to access it because there is no new provider it was because Shell no longer provide line only contracts and require customers to have broadband, if only they had been more honest about this in their correspondence.
The service I have received has been disgraceful, I have been advised by another provider that it will cost me £77.50 to get the line reinstated plus a cost of £20 to retain my previous telephone number.
My advice is steer well clear of this company if honesty, integrity and good customer service is what you expect!
- Location
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- Location
- Harrogate
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
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Signed up for 36mp broadband only. Price is fine. When fitted it worked for 4 days. Over a week without broadband now, waiting on an engineer. Took 2hrs on hold trying to get hold of someone. Not a very good business plan or model if this is to go by.
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
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Terrible customer service. Expect to wait an hour or more for the phone to be answered.
They have cut off my mother phone. She is 87 years old and its an essential life line for her.
They admitted they had not sent out a bill, so that's why it wasn't paid on time.
i settled the bill over the phone and two days later they sent a threating letter to her demanding the money again.
DO NIOT DEAL WITH THIS BUNCH OF INCOMPETENT IDIOTS.
- Location
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- Location
- Tywyn
- Reviewing
- Shell Energy
- Date
- 2022-09-10
- Comments
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Since we had shell broadband our service was intermittent at best. Tried to resolve many times but not interested. Always our fault. Only time I received a call from them was to try to sell us something. Cut me off before change over date to another company. Avoid like the plague.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-09-09
- Comments
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I was a p/o customer originally and was more than happy then shell took over oh dear you wait 1 1/2 hours to speak to someone if you ask to speak to a manager you get told it will take 72 hrs for them to ring you and they don’t I had no internet for two weeks was finally offered a free month but surprise surprise they have taken payment I have been constantly and consistently lied too about everything to do with there service if anybody thinking off joining it’s worth paying extra to get a reputable provider I am looking around for good deals on full fibre and it certainly won’t be these jokers
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-09-09
- Comments
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Have got issues with overchargeing me . Been heavily charged for calling them to complain. Also possible data protection act breach that they don't want to know about . BEWARE OF THIS COMPANY.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-08
- Comments
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I signed up with Shell and went live on 24 August. The price agreed was £20.99 per month inclusive of VAT for 18 months. I received the first invoice on 3 September charging £25.90 inclusive of VAT. A 25% increase and without any notice to me that they intend to increase prices. Customer services told me that prices were increased on 1 September but could not explain why they were increasing prices only 7 days after the commencement of the contract and why it is increased by such a high percentage. Shell also could not explain why they had not provided me with notice of the price increase and why at the time I entered into the contract they did not disclose that prices would increase on 1 September. I made an official complaint but I am not holding my breath. Fortunately I am within the 14 day cooling off period and I will transfer to another provider. This is a very shabby way to market for new customers and run a business. I intend to inform Ofcom and also cancel my direct debit in case they try to charge me for the full contract. Their practices are so lacking in integrity that I would not be surprised if they tried to do that. Stay clear of Shell.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-09-08
- Comments
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Did give me an initial refund when there was a fault on the line and I had no connection initially. But keeps dropping signal continually. Had to buy ethernet cables for telly and laptop. Am paying for add-on (extra data) for mobile data on my phone. Wish I had read some reviews before signing up... :(
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2022-09-06
- Comments
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Broadband broke due to degrade battery at the exchange. Without broadband for 5 days and offered £4.60 compensation in full. Shell prorota the number of days and nothing for inconvenience and keeping you on hold for 2 hours. Don't bother as awful company to deal with!
- Location
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- Location
- Harrogate
- Reviewing
- Shell Energy
- Date
- 2022-09-06
- Comments
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AVOID AVOID AVOID!!
Absolutely shocking speed and general connection.
Rang customer services and was on hold for nearly an hour!! Impossible to get hold of someone.
Cancelled contract as it was coming up to my end date and they didn’t do what i asked so they were still billing me and service was still active.
I’ve raised a complaint. Not sure the good it will do.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-09-06
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- Comments
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Absolutely shocking service. Was with TALKTALK before SHELL and never had a problem with internet connection, however, SHELL uses the TALKTALK service but is absolutely terrible. I even use the same router I used with TALKTALK but the internet connection is mediocre with very low speed 18mbps (Fibre broadband) and constant drop outs. Unable to stream any TV programmes :(
- Location
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- Location
- Calne
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- Comments
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I have been a client of Shell Energy for a few months and I can not wait to leave. The Internet is shocking. It cuts out on average 10 times a day for about 5 minutes at a time. In the last 3 days I have had 4 hours of connectivity. The rest of the time I have zero Internet connection. The light on the router is either red or not lit up. I have called numerous times, been on hold for hours and I am yet to actually get hold of a human being. Nobody seems to work for your customer service. How you exist as an Internet provider is beyond me.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-09-04
- Comments
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Terrible company, we have been without a broadband and home phone line for a month now, i have rang customer services so many times and nothing gets done. They have told me 4 times that an engineer will be sent out but they never turn up. They don't reply to emails. Be prepared for at least a 45 minute wait to music before anyone answers the phone then they just try and fob you off. AVOID!!!!
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
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Absolutely shocking internet. It’s slow and constantly drops out and I have to reset it. I can’t comment on the customer service because I refuse to ring them simply because of the previous reviews regarding the wait times and dealing with customer service - judging by these reviews, it doesn’t fill me with any hope that She’ll would sort the problem anyway. As soon as my contract is up I’m off!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
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Most ridiculous customer service. Waiting times is awful and transferred to 4 people in 3 hours. One took my contact number but did not call me back to support with my internet issue - so annoying. Do not have a refund lack of internet as against their policy. Do not keep notes on customer service issues by the attendant so waste more time on explaining the problem.
Yes had reliable but slow internet with Post Office prior to Shell Energy buyout. But at no point did they write to advise I was paying 32 pounds for 8mbps -until problems occurred consistently and conflicting technical advice (rubbish!).
- 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
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-09-01
- Comments
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Is there a customer service ? I moved into my apartment got my broadband equipment set it all up but the username was different to the one on the card . So the password would not work no problem I will phone customer service after 4 attempts on the phone waiting 20 minutes plus and trying the live chat and being g number 39 in the queue I sent a email saying your equipment is back in the post to you . For the ratings I can only comment on the customer service as I never got onto the Internet.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2022-08-31
- Comments
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DO NOT TRANSFER TO THIS COMPANY!!
The most appalling broad band ever. Moved because jt was cheaper but couldn’t watch anything in catch up so then upgraded and still cant watch anything without it buffering. Please do not sign up it is absolutely awful. I am counting the months till i can go back to talk talk!
- Location
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- Location
- Swansea
- Reviewing
- Shell Energy
- Date
- 2022-08-30
- Comments
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Intermittent signal or very slow
Tried ringing customers service holding for over 1hr and still no reply
I cannot wait to get out of this contract
- Location
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- Location
- Godalming
- Reviewing
- Shell Energy
- Date
- 2022-08-29
- Comments
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Utterly shocking service, reliability and speed in this day and age. I might as well post letters and visit the flicks to stay in touch with society
- Location
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- Location
- Cambs
- Reviewing
- Shell Energy
- Date
- 2022-08-28
- Comments
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I didnt choose to go with shell broadband ,they took over from the post office unfortunately. The internet speed is AWFUL, it is cinstantly breaking up,everyday you have issues with it, a lot of the time its literally like youve been disconnected and you have to spend AGES turning stuff off and on or literally ust go to bed and hope its better next day. Dont knwo where they get their 3.5 stars from, you only have to look at their twitter to see the SHEER nmber of people who have an issue with them.
- Location
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- Location
- Midlands
- Reviewing
- Shell Energy
- Date
- 2022-08-27
- Comments
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Absolutely terrible company - avoid like the plague.
I only was with them as they bought the company supplying my broadband. Now I have left, they are trying to charge me for a router yet they never supplied one!
Customer service appalling, ignoring what I tell them.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-08-26
- Comments
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I have renewed my contract. The new one starts before the existing contract expires. I've been contacting Shell Broadband to correct the issue but all I receive is an automated acknowledgement.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-08-24
- Location
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- Location
- North Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-08-23
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2022-08-23
- Comments
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TERRIBLE - I didn't think in 2022 it was possible to have such a joke in place of broadband in a major city (have had previous providers 10x better).
First time writing online to complain about something too, who has time for that?! Well it it saves you the speed, service, reliability and headache woes... hopefully these 30 seconds have been worth it!
Embarrassment.
- Location
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- Location
- Bruton
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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The worst customer services I have every dealt with, rude, law breaking (some of the call staff refuse to do a SAR on request and many have no idea what it even is) The reliability of their internet they inherited from the Post office. DONOT DEAL WITH THIS COMPANY
- Location
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- Location
- wakefield
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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Complete waste of time this company, they offer you a deal then increase it straight after you have accepted the deal, stay away from this company, proper misleading cowboys
- 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.
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