1,452 Customer Reviews over 37 pages
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- Location
- AXBRIDGE
- Reviewing
- Shell Energy
- Date
- 2021-05-05
- Comments
-
I just moved from shell broadband,started with new suppler on 8/o3/2021 had to have new connection fitted for super fast broadband,shell are going to bill until the 25th April, what a scam ..Have to pay for 2 suppliers at the same time ..
- Location
-
- Location
- BEDFORD
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
-
Absolute garbage customer service useless slow speeds cuts out drops
buffers on netflix getting 2.5 to 20gb speed instead of 40gb
online chat a joke they cut you off
phoneline given is now an answerphone
- Location
-
- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-05-25
- Comments
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I changed to Shell Broadband tempted by the lower price after my supplier tried to put my price up significantly. I should have done more research.
The Shell broadband worked for the first day and was ok. Speed wasn’t great but there are always teething problems. After that it stopped working. I was told there was a fault in the line and BT Openreach would be in touch to sort it out. My lines and sockets are new. Fitted by openreach two years ago. It looks like I’ll be without broadband for at least a week. The customer service lady was pleasant and professional but essentially did nothing.
Give these guys a miss and go with someone reliable. I wish I had stayed with Now. Never had any problems with them.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-11-29
- Location
-
- Location
- Brighton
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
-
Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
Also asked for Manager to call twice. Never had a call back. Avoid them.
- 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
-
- Location
- High Peak
- Reviewing
- Shell Energy
- Date
- 2023-04-14
- Comments
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When it works, it's great. The problem is, the connection seems to drop several times a day. It always comes back up after about 30 seconds, but the unreliability is getting to be quite annoying. I didn't choose Shell Energy anyway, I was ported over to them by Post Office Broadband, who's service I never had a problem with. I am definitely going to switch.
- Location
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- Location
- St Helens
- Reviewing
- Shell Energy
- Date
- 2020-10-16
- Comments
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I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
- Location
-
- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2019-06-19
- Location
-
- Location
- St Helens
- Reviewing
- Shell Energy
- Date
- 2021-01-17
- Comments
-
I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell
And I asked them to take over the line .Shell then sprang into action wanting an early exit fee .As I hadn’t broken the contract they had broken it I refused to pay .A year on I have had to pay and now I am still
Being asked for the money .Age 74 and living alone they are constantly harassing me. Anything is better than Shell just don’t go there .You
Can tell them
A hundred times you have paid but there is no
Communication
Within the company
- Location
-
- Location
- Cambs
- Reviewing
- Shell Energy
- Date
- 2022-08-28
- Comments
-
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
-
- Location
- Coatbridge
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
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Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
-
The worst company I have ever dealt with. Had no broadband since 20 May ( now 14July) . No explanation from Shell. They have not responded to letters or on- line attempts by myself . You wait on phone until you give up. Dreadful company.
- Location
-
- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2023-12-08
- Comments
-
Absolutely awful. If I could give zero I would. The worst internet I have ever had, having to use our phones data in the house, as with this internet you couldn’t possibly have Netflix on and use a phone at the same time!
DO NOT BUY!
- Location
-
- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2023-10-01
- Comments
-
Really poor. The WiFi cuts out all the time. No good for even basic use, I'm frequently using my data, let alone my son's gaming. He's given up trying to play online.
- Location
-
- Location
- NEWTOWN
- Reviewing
- Shell Energy
- Date
- 2024-02-07
- Comments
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Poor is the word. In this day and age the service should be excellent with no need for lengthy problem solving, interference ? use wired connection? and so on. Automatic changeover from PO broadband such a shame.
- Location
-
- Location
- Salford
- Reviewing
- Shell Energy
- Date
- 2020-08-04
- Location
-
- Location
- Uxbridge
- Reviewing
- Shell Energy
- Date
- 2020-04-24
- Comments
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I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible.
It doesn’t work and cuts out during the day and late at night
Sometimes it’s good during the day but seems to stop working all together at 11pm.
The worst thing is that you can’t get out of the contract which is 18 months long
As soon as it’s finished I will be returning to sky and I will be much happier with there WiFi
- Location
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- Location
- LEICESTER
- Reviewing
- Shell Energy
- Date
- 2020-07-21
- Comments
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I thought they were cheaper. I had joined them on 20 Sept. 2019. Great mistake. I reported a fault on my Landline SIX days ago. Nobody came to check, though was promised. The Broadband service the POOREST of all I had joined in the past. Connection very slow, it keeps on being cut off. I very much want to DITCH them before my contract ends, if they would let me leave them. Please, please. do not let them deceive you, do not make the mistake I had made. It is the WORST service one can find. I am dispatching to their Registered office, a copy of a BUNCH of REVIEWS by the DISSATISFIED customers. Hope they close down the Company. ----- HA NARAN
- Location
-
- Location
- Fulham
- Reviewing
- Shell Energy
- Date
- 2024-02-24
- Comments
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The service has been incredibly disappointing, with consistently poor speeds that make even basic tasks frustratingly slow. It's frustrating to pay for a service that promises high-speed internet, only to receive unreliable and sluggish performance. This broadband connection has been nothing but a headache, causing more stress than convenience. I would not recommend it to anyone looking for reliable internet service.
- Location
-
- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-11-30
- Comments
-
Broadband is so weak, I can’t even watch Catchup without constant buffering. I’ve never had a problem with any other provider before.
Can’t wait for this contract to end so that I can leave Shell.
- Location
-
- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2019-08-21
- Comments
-
Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
-
Awful, awful broadband!!! I never usually leave bad reviews but I feel I should on this occasion. Like other reviews we were told when we changed over it'd be the same speed as our original supplier but cheaper. It's absolutely disgusting. So bad sometimes netflix won't load properly. Customer services are a disgrace as well on the phone for nearly 50 minutes then was told basically there's nothing wrong with the speed, sent us a speed checker of theirs and same speed as the test we done! Oh and when I used the ring back service no one rang back, I've reported this company to the ombudsman, I don't see why we should be paying for a service we aren't receiving.
- Location
-
- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2021-04-20
- Location
-
- Location
- North west
- Reviewing
- Shell Energy
- Date
- 2023-06-14
- Comments
-
No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.
- Location
-
- Location
- StHelens
- Reviewing
- Shell Energy
- Date
- 2020-04-11
- Comments
-
Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever .
- Location
-
- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2019-03-04
- Location
-
- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2024-01-09
- Comments
-
Utter garbage, the signal is too weak to do anything with, it packed up altogether and it took them 6 weeks to get us back up and running, unable to work from home due to their rubbish WiFi, customer service is a joke
- Location
-
- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2023-10-22
- Comments
-
Worst broadband provider ever, constantly dropping the signal, been without WIFI for weeks due to 3 routers packing up, long delays waiting for BT to come out to check their equipment when it's clear to anyone apart from shell that the problem is theirs, cant wait to change providers, absolute garbage
- Location
-
- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2020-07-27
- Comments
-
This company are appalling. Broadband is constantly crashing. 2 engineers booked, 1 came out no internal wiring/router problems now charged £80 and still no broadband. How can i get away from them. Do not use this company
- Location
-
- Location
- Crewe
- Reviewing
- Shell Energy
- Date
- 2022-05-26
- Comments
-
I have no words. Shocking customer servicev
- Location
-
- Location
- NEWCASTLE UPON TYNE
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
-
Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.
- Location
-
- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-10-08
- Comments
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After Shell took over Post Office I switched due to terrible connection, lack of customer services and increased rates. I returned the router but they still want to charge me £35 and not refunding my credit despite several emails and phone calls. It is dreadful and sad that an energy giant is meddling with people's money for few pounds
- Location
-
- Location
- East Midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-07
- Comments
-
Pathetic up & download speeds. Paying for 35mbs download speed, receiving 1.5mbs for approx 20 hrs @ day. Up to 4 mbs for the other few hours.Impossible to watch video content. Emails fail to send. Often unable to do BB speed test because of slow speed. Cust Svcs slow to respond and try to blame everything but their own service. They expect customers to pay for engineers even when it is them at fault. Buffering as I write this. It may not upload. It dropped out again. I am stunned Shell have achieved an average of 2 stars. Somebody somewhere is being generous!
- Location
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- Location
- Mold
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
-
Disgrace no customer service on hold on phone and live chat for an hour .leaving adap
- Location
-
- Location
- STAFFORD
- Reviewing
- Shell Energy
- Date
- 2022-07-12
- Comments
-
Disgusting customer service. In short I have had major issues with internet connection and phone line; the problem has mainly been since Shell took over from Post Office. Interrupted internet for 4 months and very slow or no connection for long periods, interference on landline also. After trying everything that was suggested and a total of 4 engineer calls to the property and a new router we eventually got a better service.
Due to the loss of a service that I was paying for and not getting, other than intermittently, and the amount of time wasted trying to get through to customer service I decided to ask for compensation. I started this process in April and, after various misinformation from customer service staff, I have found out today that I am not entitled to any money back! I find this strange as I had previously been told that the amount I had agreed on had been reduced and that it was approved and in the hands of the finance dept. I have made numerous calls in order to chase this up with no communication initiated from Shell; funny how quick they were to contact me to say they wanted money for the router I had supposedly not returned.( I had evidence of the return)
I strongly advise people NOT to use Shell as their internet or phoneline provider.
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-01-25
- Comments
-
DO NOT BOTHER!!!!! Absolutely shockingly bad customer service, if I could give a negative rating I would. Dreadful website, crashes half the time, unable to access accounts, or access any online help, tweets are the only way to get anyone to listen, which you should not have to resort to, but have no choice.
NEVER AGAIN!
- Location
-
- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
-
If you like wasting your money on things like me clearly! SHELL IS THE WAY! I’m thinking maybe there’s a old paggered hamster in my Wifi box on a wheel? Because this speed is terrible! And trying to speak to the customer service is like trying to get blood out of stone! Absolutely shocking, get my WiFi sorted or I will be battering one of your staff on the street with the ROUTER!
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-11
- Comments
-
Shell's Customer Service is disgraceful.
They don't operate the 'Social Tariff' as do other providers.
They did not contact me when it was time to renew my contract and since have charged me £47 a month, just for landline phone and broadband.
Their bills are badly set out and they include no email address.I have now ditched them!
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- 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.