1,452 Customer Reviews over 37 pages
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2020-11-04
- Comments
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I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
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Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their 'premium router'. Due to daughter needing to access internet for uni work I requested to leave. Full 18 month contract amount taken from bank account. Complained to Ombudsman and no action taken...Shell do NOT need to provide or assist with macbook connection - only connection we could maintain was with a regular laptop that was not Apple...all macbooks continually could not connect to the 2.4 or 5g wifi...advised to purchase 'mesh' products. Part of Ombudsman decision stated "Shell hasn't acted unfairly by charging the full amount" also, Shell Energy "did its best to help troubleshoot the issues" I was experiencing. Unbelievable.
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-05-20
- Comments
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Would not have given a star, not very good company do not care about their loyal customers only the money they can get even though you contact them about being in hospital for 4 weeks they still want to charge you for services you do not get to use
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2021-09-11
- Comments
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Don't go near them!!!!!!
Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2024-02-27
- Comments
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This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.
- Location
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- Location
- glasgow
- Reviewing
- Shell Energy
- Date
- 2020-08-12
- Comments
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absolutely the worst provider I have ever used. download speed 1.5mbps
upload. 85
they not only want paid 30 days notice to leave but a £15 admin charge.
5 days after official complaint nothing from ANYONE.
one word PATHETIC
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2023-11-17
- Comments
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After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
The telephone service is also incredibly unprofessional and should be reviewed immediately.
- 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
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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If I could give them zero for all of these ratings I would. Impossible (literally) to cancel even out of contract with NO service.Under 1 Mbps if it even connected.
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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I was transferred by Post Office to Shell Energy . Why did Shell Energy think they had the expertise to take on broadband. Like other reviewers, my trying to contact customer service is impossible. I had no problem with them until I had to start accessing via the webmail. Since then I have had to change my password dozens of time because message states for me to check caps lock and re-enter correct password. Am then told backup email address not recognised and to use a post office email. What's the point of that when I cannot access email. I have emailed a complaint, written a complaint and to date, no response whatsoever. Like other reviewers, if I could give zero star, I would. I am close to moving to another provider but the thought of having to advise everybody re new email address is putting me off. PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.
- Location
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- Location
- Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Friends phone line disconnected today.
She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
- Location
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- Location
- Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
- 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
- Godalming
- Reviewing
- Shell Energy
- Date
- 2020-07-12
- Comments
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Very slow today 0.4 upload and .05 download. So much for Slow Shell!
- 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
- goodier-webb
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
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If I could leave no stars I would. Please avoid this company, I wish id have known just how awful they were but I thought being owned by Shell they would be trustworthy. They are unprofessional incompetent and worst of all unscrupulous. You anyone but SHELL ENERGY
- Location
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- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2020-02-26
- Location
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- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2022-07-04
- Comments
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Literally taken over a month to leave these guys... they are impossible to shake... only just been able to pay the final bill but its been such a nightmare it wouldn't surprise me if someone hasn't done their job right and they try billing me again for some other random charge.
I first tried calling customer support around 6 weeks ago to let them know I want to terminate all services. Sat on hold for 2 hours and then when someone picked up I could hear a dog barking in the background. They proceeded to instantly mute their phone and the line was silent for 2 minutes with me sounding like an idiot repeatedly saying "hello?". They then just hung up and the call ended. Rather than sit on call for another 2 hours I thought I would give an email just to cover myself and show I tried calling to indicate the date I wanted to cancel from.
The email communication was a little faster than the call - took around 7 days... lol.
When I received email communication it then took around 3 - 4 back and fourth messages just repeatedly telling them "I want to terminate absolutely everything and pay any final bills". This was said so many times until they finally got the picture.
Whatever you do just avoid these people... I was a post office Internet customer before they handed me over to these guys... absolute waste of space. Go with literally anyone else. Save your brain cells.
- Location
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- Location
- Granato
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
- Location
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- Location
- Great edstone
- Reviewing
- Shell Energy
- Date
- 2018-06-08
- Location
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- Location
- great haywood
- Reviewing
- Shell Energy
- Date
- 2019-09-25
- Comments
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Have had shell broadband for the last few weeks but then phone for some reason has now been disconected onthe 22nd September so I have no broadband or telephone line. Contacted shell through livechat but nothing has so gar been done to put the problem right
- Location
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- Location
- Great Yarmouth
- Reviewing
- Shell Energy
- Date
- 2023-01-02
- Comments
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Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.
- Location
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- Location
- Great Yarmouth
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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Was mostly fine, have had problems over the last week with the wifi cutting out, then being slow.
Was with the Post office previously, they had the rare bad day but not this bad.
I guess it's another case of right-wingers selling our public utilities to private companies who then do a worse job for more money.
- Location
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- Location
- 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
- Greenock
- Reviewing
- Shell Energy
- Date
- 2020-09-14
- Comments
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Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department
- Location
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- Location
- Grimsby
- Reviewing
- Shell Energy
- Date
- 2019-10-26
- Location
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- Location
- GRIMSBY
- Reviewing
- Shell Energy
- Date
- 2022-11-12
- Comments
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My broadband account with the P.O was changed over Shell energy,the contract expired end of July 2022. Icould not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router.I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman.
- Location
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- Location
- Gtr Mcr
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Shell Energy Broadband is the worst company I have ever tried to deal with. It is almost impossible to speak to the right person or get anything like a timely response.
Former Post Office customers who were transferred to Shell should band together to form an action group, so that that their host of legitimate grievances can be presented in a structured manner.
PS your star ratings should have a zero or negative option!
- Location
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- Location
- GU27 1JF
- Reviewing
- Shell Energy
- Date
- 2022-05-28
- Location
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- Location
- Guisborough
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Location
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- Location
- Gwynedd
- Reviewing
- Shell Energy
- Date
- 2022-06-14
- Comments
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Shell bought the company that supplied my broadband. When I cancelled they wanted a full month of fees plus an extra fee of £35. I contacted the complaints department to enquire about this and got the usual…. Due to high volumes of customer enquiries……got a reply on June 7th….however I got the threatening email from a debt collection agency on 20th May….and it turns out that they want the money to dispose of my 3 year old router…… what a grabby corporation.
- Location
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- Location
- Hackney London
- Reviewing
- Shell Energy
- Date
- 2018-05-29
- Comments
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Turned to their services because of an excellent Utility Service they had provided. Sadly a wrong move. The Customer Conduit is non-existent? They make it very hard to contact them and then they do NOT seem to know what's going on? A very poor service for a so-called Broadband provider, they buy their services from Talk Talk who have already the worst reputation in the entire country and in this sector they SUCK, made a huge mistake switching to them?
When I complained hey quoted that I had 13 devices on at the same time, when I actually only have a PC a Printer total? wonder are they making a case for themselves for when I leave...? Because they have been appallingly absent when needed, nasty service DO NOT SWITCH TO THEM.
- Location
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- Location
- Halifax
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
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My broadband account ended on 25th June. I called on 20th June to renew my contract. When I called Shell on the 26th June, they called me a liar and said I'd never renewed my contract. I waited over 2 hours to speak to someone. They said I could renew my contract, but it would be £50 renewal and I'd have to wait 3 weeks. I emailed to complain and asked them to review the recorded calls. Nearly a month later and I've heard nothing.
- Location
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- Location
- Halifax
- Reviewing
- Shell Energy
- Date
- 2023-11-04
- Comments
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Absolutely horrible internet, WiFi crashes every 5 minutes and sometimes doesn't work for days definetly will be cancel. I have the internet for a few months now, and it's been the same horrible problem.
- Location
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- Location
- Halstead
- Reviewing
- Shell Energy
- Date
- 2023-03-01
- Comments
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What a awful service signed a 18th month contract with them for broadband and phone calls when the bill comes in its higher than original agreed phoned them up and got absolutely nowhere whats the point of agreeing a contract then the company does not abide to it if I could give them zero stars I would
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-06-23
- Comments
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Had a generally good experience with Shell Broadband for our 12 month contract - internet was reliable, and faster than we were paying for. Relatively good value. Never had any issues with dropouts or poor coverage. We were very happy with this provider after being with Virgin Media (unreliable and slow) for several years.
The issues have been with customer service since the contract ended. I have been chasing a final bill for almost a month now, despite being told the bill would be issued within 10 days of the contract ending. An extra Direct Debit payment was taken almost a week after the contract ended. I was never sent a return label for the router, despite me asking for one three times, and I am now being threatened with a £35 fine for not returning the router in time. The Live Chat feature on the website is never available so I have had to phone customer services several times to chase the bill and the label, and every time I get "they're on the way", and nothing ever shows up. Very disappointed as the internet itself was fab, but the stress of having to chase them like this has put me off ever using them again.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2021-07-16
- Comments
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I recently left Shell Broadband having completed the minimum term on the contract and have just received a threatening email telling me to return my router or face a £35 charge. I never wanted their damned router in the first place as I have my own far superior router and have not kept their useless piece of junk. Now they want me to pay for the POS!
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-11-08
- Comments
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45 mins on hold, to be told by an agent to turn off my modem for 30 mins. Really, so you can cut the call off? It didn’t work and in the evening, after returning from work another 45 mins call which didn’t get answered. Btw the agents work 1 day a week in the office. That sums it up, checked out! Still living in 2020. The broadband was pretty reliable, until it wasn’t. I know Shell doesn’t have a great reputation but why would they sully even that.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2021-09-08
- Comments
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Absolutely awful to deal with.
Charged me to leave contract even though contract period had ended.
To add insult to injury they charged me £35 for a router that I returned but they are saying they didn't receive. Many other customers report the same. So unless you are happy with a £50 exit cost and poor service I'd avoid.
- 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.