1,452 Customer Reviews over 37 pages
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2021-04-14
- Comments
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I would not recommend this company. I have been migrated against my wishes from the now-defunct PO Broadband, and the customer ' service ' has been abysmal. There are better options out there.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2020-05-05
- Comments
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Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place.
- 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
- 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
- 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
- Harrow
- Reviewing
- Shell Energy
- Date
- 2021-01-26
- Comments
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Absolutely horrible customer service and horrible connection. I didn't have any connection at home at all and when contacted to customer support to cancel they mentioned there is a connection with line and will be able to fix in 3/4 days, the choice was to either wait couple of days for the line to be fixed after not having broadband at all or paying exit fee for cancellation even.
- Location
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- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-04-29
- Comments
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Wouldn't transfer my number over so cancelled my order. I switch providers every 12/18 months and have never been told I couldn't keep my number. needless to say I have cancelled the contract and now have to arrange my cuurent provider to stop the cancellation of my current contract and look for another new provider. I won't be signing up with Shell for anything ever.
- Location
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- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Comments
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Well Post Office broadband customers all had no choice in suddenly being with Shell Energy. I've been with the PO for 5 years with no issues. Suddenly my broadband is down every day. I have no Netflix, no Alexa, no access to internet other than with my phone contract data. Im using my data to write this review. I have left my customer service rating neutral as I haven't attempted to contact them yet and by reviews I've read want to put that off as long as possible. It feels like the Post Office customers have been well and truly crapped on tbh.
- Location
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- Location
- hartlepool
- Reviewing
- Shell Energy
- Date
- 2018-08-17
- Comments
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was excellent when i first got my broadband in now if im connecting to it im constantly doing so most of the day or night. pile of ***** should of stayed were i was
- Location
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- Location
- Hastings, UK
- Reviewing
- Shell Energy
- Date
- 2018-04-24
- Comments
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Do not sign up for broadband with this company! Incredibly slow internet connection, it barely works. I am only a couple of months into my contract and seriously hate the idea that I have to live with such a horrible internet connection.
- Location
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- Location
- Hayle
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
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I'll keep it short..looks like I'm going to take out a claim on MCOL. Wish I had seen the reviews before sighning up. A David and Goliath confrontation, wish me luck.
- Location
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- Location
- Hazel Grove
- Reviewing
- Shell Energy
- Date
- 2023-01-02
- Comments
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Since Shell took over from the Post Office my phone and broadband are nothing but trouble.
All my contacts have told me they are unable to get in touch.
1 - Weird noise on line,
2 - it may ring out and cut off,
3 - it crackles if working at all
4 - have tried several phones but the problem continues.
5 - my tech and phone works fine when tried at friends house
6 - customers service are trying to deal with Post Office customers and Shell customers
7 - They try to make you feel as if I'm the only one complaining
8 The service is not fit for purpose
9 - For any other purchase I am entitled to a replacement or refund. I feel Shell should refund all my payments since they took over from the Post Office.
10 - Shell service is so bad there have been radio programs of people complaining.
11 - Customer service people go through the same script each time I call and tell me there will be charge from OPENREACH if an engineer has to come out.
HOW CAN I KNOW IF THIS IS CORRECT?
From my experience SHELL SERVICE is not fit for purpose. It is an known fact because of the experiences of many other customers.
As a vulnerable person with mobility problems it is grossly unfair that SHELL should be allowed to treat people as it does and get away with such bad service.
Current corporates have run every utility service into the ground with no regard to good practice or duty of care.
- Location
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- Location
- Hebburn , Tyne and Wear
- Reviewing
- Shell Energy
- Date
- 2019-10-26
- Location
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- Location
- Heckmondwike
- Reviewing
- Shell Energy
- Date
- 2020-09-22
- Location
-
- Location
- Heckmondwike
- Reviewing
- Shell Energy
- Date
- 2019-09-28
- Comments
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SCAM DO NOT APPLY FOR ACCOUNT after they took over first utility they has been nothing but issues disconnection three days before payment date without warning then inflate the bill I started at 38 for high speed for streaming then get told I owe 71 so pay the balance two weeks pass and disconnected again contact them and they tell me I owe 51 so I ask why so high they say I owed 99 with a discount of 7.00 I owed 91 but yet when I paid the bill I was strictly told 71 is all I owe for that month hmmmmmmm talk talk here I come and another point to all customers of shell if your not offered the deal you was originally offered as of 12 month ago you can walk from the contract check Martin Lawrence s website explains everything there
- Location
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- Location
- Hemel Hempstead
- Reviewing
- Shell Energy
- Date
- 2020-12-05
- Location
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- Location
- Hemel Hempstead herts
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
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No problem with post office but once shell took over speed down 30 to 45 minutes on the phone to get through they cant help you put you onto someone else phone goes dead teriable firm will be looking elsewhere
- Location
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- Location
- Hereford
- Reviewing
- Shell Energy
- Date
- 2022-11-12
- Comments
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Service drops out all the time. No customer service,almost impossible to make contact...then no help.it was fine with Post Office.
- Location
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- Location
- Hereford
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
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I have been a very satisfied Post Office Home Phone customer. Since Shell Energy is my Broadband supplier my Internet disconnect from my devices which are latest editions, frequently. Not happy.
- Location
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- Location
- Herne Bay
- Reviewing
- Shell Energy
- Date
- 2021-11-16
- Comments
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The broadband speeds have never matched those that I signed up for, never even reaching the lower end of the range. Since beginning of October I am sometimes operating on less than 1Mbs. Customer service take more than a week to respond and the chat service can't intervene with an open complaint. Six weeks of seriously substandard service, although, of course, they do regularly take the monthly subscription. Shocking, do not touch this company!
- Location
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- Location
- Herne, Kent
- Reviewing
- Shell Energy
- Date
- 2020-09-26
- Comments
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Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2024-02-02
- Comments
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Just awful, the internet keeps dropping and it takes forever to come back online. I have to keep resetting my router! I will never use this internet provider again!
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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I am a former home phone customer but when I left Shell they claimed I needed to send back a router, or pay a £35 penalty. I have never been given any equipment by Shell. On receipt of a letter demanding return of the Shell router alleged to be in my possession in November 2022 I phoned Shell to point this out. They promised a note would be placed on my file to stop demands for payment. Out of the blue today (24 Feb 2023) I received a text demanding payment of £35 today to avoid a negative credit reference file. To add insult to injury the payment link in the text was broken. I have been in contact with Shell today and unfortunately the payment demand will take 3 days to cancel and they cannot tell me whether my credit reference will be impacted. This is now causing me considerable anxiety as well as already taken me a lot of time to sort out (the usual our lines are busy fiasco). I would recommended that people steer well clear of Shell Energy Broadband.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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I was a Post Office Homephone customer who had to move to Shell Broadband. Since joining it has been nothing but problems trying to log into my account to view my bill. I get the email to advise my bill is ready. I can log in to read emails but when I try to log into my account to view bills it says the password is wrong!
I've logged complaints via their website and all I get is automated emails saying they are busy....perhaps they should have done more testing and got things fixed before moving all of Post Office Customers onto their systems which clearly are not up to scratch. They take my money by Direct Debit but I cannot access the bill to verify they are charging me correctly! What a mess!
In my latest complaint I have made it clear there is no way I would have chosen to move, and now I'm locked in for a year as I'd locked into the Post Office plan and that has just moved across. One not happy customer!
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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I was a customer of Post Office Homephone and never had an issue with them. Sadly they sold out to Shell and since then things have been difficult! I can't access my bill using my old account details as I was promised so I can no longer separate personal emails from 'business' emails and just recently they put the prices up despite me signing up to a fixed tarrif with Post Office literally a few days before the company transferred me across to Shell.
Logging complaints takes forever to get a response so I am still waiting for someone to get back to me. They say they are experiencing a higher than normal level of contact - I'm not surprised - probably all dissatisfied Post Office customers! Not sure how much longer I will stay with them.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2021-06-27
- Comments
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Absolutely awful company in every way. Been with them 4 months so far, still no connection to the internet, they will trap you into more charges in every way they can. Avoid getting into a contract or engineer visit, is going to end up costing me hundreds for nothing but stress, no connection & extremely poor customer service. Believe nothing they say….
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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I made 2 phone calls today to shell energy, on the first call I was put through to payment department only to be subjected to 2 females with foreign accents having a conversation shouting, laughing and swearing at each other. I understand the department was in Lancashire.
Do not expect to be subjected to. this kind of customer service. Not happy at all
My query was resolved on the second phone call very professionally and politely.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2020-03-19
- Comments
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User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Location
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- Location
- Herts
- Reviewing
- Shell Energy
- Date
- 2021-11-16
- Location
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- Location
- Heswall
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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My 93 uear old farther had problems as regasted blind and a hearing problem.the billing arriving after the payment date
Then getting letter saying need paying now although it had already been paid. after ringing them and a 20 minutes before a response and then telling the customer services agent to stop sending late payment letters. As it you not posting bill out late the problem. still no joy customer service very OBNOXIOUS would not listening just told me to tell them pay by DD not have a problem then will he. and charged £4.85 for phone call to them.
- Location
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- Location
- Hexham
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Somehow we got disconnected after we paid the bill online. We usually pay over the phone but it would not let us. We have rang and were told it was a fault on their end. And to wait the usual 24 hrs blah blah, 24 hours has nearly passed and just to see what's going on we have rang again, only to be hung up on and no further info. Absolutely appalling, and receiving out next predicted bill during this time, oooh do one
- Location
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- Location
- Heysham lancs
- Reviewing
- Shell Energy
- Date
- 2024-01-17
- Comments
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We have been with shell,for several years.
Each year there is a price rise, which is ok.
However to stay with them you need to call them,this is just ridiculous as everything else is done online.
Even though they claim to have rang you on both home and mobile phones,also emailed us.
Complete lies.
This year, was fed up,changed for a better deal without a landline, suggest you do the same.
- Location
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- Location
- Heywood
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
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I've used Shell/post office for about 7 years now and had the same box, generally I have no complaints as it has ran ok but speed could be better.
A couple of months ago it went down and I called Shell a couple of time because it was unusable so eventually they said we will get an engineer out. Then the box started running fine again and they never turned up but my wife waited in for them.
And now box has gone down again, I called Shell and their customer service was very disappointing as the guy put me through technical and whilst I was on hold they all finished for the day.
So the next day I cancelled my contract and gone with someone else.
They did say a while ago I may need a new box so that was all I want but they seem reluctant to give me one.
I wouldn't bother using Shell
- Location
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- Location
- Heywood
- Reviewing
- Shell Energy
- Date
- 2020-09-23
- Comments
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Problems from day one with the internet connection and the internet speeds. Upgraded from sky broadband to shell fibre optic and sky broadband was far quicker. Customer service is non existent. They take days/if not weeks to reply to mails and claim to have contacted me when in fact this has never happened once. 3 months later and I still have these problems but if I cancel they will want a cancellation fee so I’m stuck with a slow broadband. Will never use this provider again. Reccomend no one does!!
- Location
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- 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
- Highcliffe Dorset
- Reviewing
- Shell Energy
- Date
- 2020-12-03
- Comments
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Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks.
- Location
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- Location
- Highlands
- Reviewing
- Shell Energy
- Date
- 2022-09-25
- Comments
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Avoid this company.
When you leave them they behave like vile bailiffs. Sending threatening emails demanding router is returned. Then continue to get mire and mire aggressive demanding £35 or else. I returned my router with 24 hours of request but they just continue to send harrowing emails threatening me
- Location
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- Location
- Hinckley
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
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My mother in law relies on wi fi for various devices like Alexa, so we can call her 100 miles away between visits.
The reliability of wi fi was poor, kept dropping out, she was paying way over the odds £20+ compared to other providers. But the worst was the lack of help upgrading her to fibre, the agents offered to call her but never did.
- Location
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- Location
- Hitchin
- Reviewing
- Shell Energy
- Date
- 2018-06-04
- Comments
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Once I was set up with first utility the 14 day cooling off period had finished so from the initial set up I realised I was locked into 18 months of useless broadband. I can't watch BBC iPlayer without buffering every couple of minutes. It is an appalling service and they do nothing. Download speed 1.8Mbps, upload 0.7Mbps.
I STRONGLY ADVISE AGAINST SIGNING UP.
When you do get through finally to customer support they are pleasant but can do nothing to fix the problem.
- 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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