1,452 Customer Reviews over 37 pages
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Have had no end of problems with it being and intermittent fault they finally read replacement router I have reported them to the ombudsman and have £50 back off of them so anybody having a problem get in touch with the ombudsman and have them sort it
- Location
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- 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
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- Location
- Woodhouse
- Reviewing
- Shell Energy
- Date
- 2021-12-28
- Comments
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Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.
- Location
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- Location
- Scotland d
- Reviewing
- Shell Energy
- Date
- 2022-09-22
- Comments
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I can't give 0 so I give 1 star in all categories. Shocking, dreadful, awful service and they don't seem to care!! Really dreadful broadband service too. Nothing to commend this provider and trying to get in touch with them? Good job I am persistent!! Do NOT put urself through the stress of dealing with this company.
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-03-10
- Comments
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Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Never experienced such terrible customer service - clearly got no process in place for working effectively with OpenReach, delay after delay, engineers turning up without a clue what they are doing. I'd avoid at all costs as I've wasted 2 months trying to get this sorted. When I told them I was cancelling and going to BT because they will likely be better at wrangling OpenReach the operator just said "yeah probably" - even their own people know it's not good enough.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-11-13
- Comments
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The service is shocking, from day 1 we had issues, constantly dropping and it works amazing if you only sit in the room the router is plugged in. I spend hours and hours on the phone with them, we got send 4 different models of routers as they clearly could not work out which one, we should be using. Open reach came to check twice and there was no issue on their line into the property and it still does not work. The customers services lines constantly cut you off and they do not call you back at all and you must go through the same process over and over. DO NOT USE THEM, it is not worth it, it might be a cheaper price but for the headache and drama just pay more, I have learnt my lesson. Finally won today and after weeks of just calling every day and complaining they have cancelled my contract and got a full refund back. If you have issues, just keep calling them and keep opening those complaints and don’t let them close them. There is a ‘The Communications Ombudsman’ if you can’t resolve with Shell go to them and raise a complaint with them.
- Location
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- Location
- Port Glasgow
- Reviewing
- Shell Energy
- Date
- 2018-04-22
- Comments
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Had faster dial-up , the broadband is inept barely works 17mbps.. My arse! Avoid at all costs pay a bit more use uSwitch to find the best deals .. AVOID LIKE THE PLAGUE
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2021-09-25
- Comments
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I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
If I could give them a minus star review it would be minus ten!
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2020-01-08
- Comments
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wish I had read reviews first,worst broadband provider I have evedr had,an absolute disgrace,cannot wait to leave
- 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
- Romford
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Comments
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AVOID as it's the worst broadband we have ever had and the worst customer service ever! Signed up for 12 months and have waited 11 months to leave. It only works in the room where the router is and the bedroom directly above. Luckily I have excellent mobile Internet. I've now found out I have to pay £15 to leave but worth every last penny to get rid of it. Roll on 10th Feb! Would have given 0 stars if I could
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-06-21
- Comments
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NO stars for this company, it is shame not having no stars! The 4 people I have got in touch do not have any idea how to resolve problems apart than cancelling my order! Really bad
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-10-16
- Comments
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im paying 3months now for the internet and i don’t have it !!! im waiting for the engineer every week and no one came , really disappointed with them i just want to cancel everything , costumer service awful, the are lying every time im contact them
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-08-14
- Comments
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Disgusting company, poor customer service.
Wont admit their own faults, try and pass the blame onto someone else then when they are pulled up on it start demanding money for time related charges when you didnt agree to them in the first place
- Location
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- Location
- swansea
- Reviewing
- Shell Energy
- Date
- 2020-09-07
- Comments
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Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Comments
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Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line.
To top it off they charge a cancellation fee even if you're out of contract.
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2018-09-26
- Comments
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I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-05-15
- Comments
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Waste of time. The only phone line that answers is the sales one. Poor speed, unreliable connection, then we agreed to upgrade to fibre to the door at 1000 mbps only to then find out that what was booked for May 18 2022 gets put back 6 months, no one at Shell has any idea of what we do next.
Our answer is to stop paying and go with BT.
- Location
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- Location
- dunfermline
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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appalling service if your looking for broadband DO NOT GO WITH SHELL,look elsewhere,shocking customer service,broadband signal is terrible constantly disconnects,speed is nowhere near what it is supposed to be,constantly disconnects worst broadband service i have ever had
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Broadband keeps cutting out, also they wait until the 14 day cooling off period ends until they switch your broadband on, so you cant even test the service first. Just corrupt
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-05-24
- Comments
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By far the worst company I have ever dealt with. 10 months with broadband so slow and unreliable I have to turn WiFi of on my phone to get internet. Customer service have no interest in fulfilling the contract. Horrible people and a horrible company. I don't understand how they are allowed to trade like this.
- 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
- Stansted
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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Poor service and even worse customer service. Keep insisting to send the router back even though we returned it. Regrettably we didn’t have proof of postage so paid the 35 pounds they were asking, only to still be harassed by emails for further payment! We are currently still being harassed by them, and will be possibly seeking legal advice regarding their continued emails asking for payment. Customer service is unable to answer the questions or resolve any problems, and in general are quite rude. I have since changed to another budget broadband provider, which is albeit 5 pounds a month more expensive, but worth every penny to not have to deal with a company that employs bullying tactics.
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2021-04-14
- Comments
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Genuinely the worse company I have ever dealt with. Do NOT go to this company for Broadband. No service for a month and clueless advisors who could not help in any way. Very poor service technically and bad responsiveness. Save yourself a lot of heartache and go elsewhere. I had no service at all and they blamed me for needing higher speeds for working from home.
- Location
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- Location
- Sutton
- Reviewing
- Shell Energy
- Date
- 2021-05-04
- Comments
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Absolutely *****! Internet keeps dropping in and out nothing but problems. But quick enough to suspend you when your a few days late with a payment but they can make you go without internet for a week or more!
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
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Beware you get charged £15 to change supplier and make sure you return router as they will charge you for it .Very slow broadband similar to dial up at times . Look elsewhere !
- Location
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- Location
- East Midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-07
- Comments
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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
- Northwest
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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POOR POOR,
Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.
1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can't get a mortgage at the moment.
2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
3. Compensate me with a £100 for the rubbish service.
Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.
- Location
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- Location
- Jakube
- Reviewing
- Shell Energy
- Date
- 2022-02-21
- Comments
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THE WORST ISP EVER.
The service tests quite well on a speed checker, but in the real world, it is sluggish and unresponsive and can take 10 to 20 seconds to load or refresh a web page. I always use a wire connection, but if I connect to my upstairs neighbour by wifi, on the same laptop, the service is much better. Every six months or so, the service begins to falter and has to be rebooted - sometimes three times a day. Typically, the correct lights are illuminated, but there is no connection to the internet.
When I manage to get through to Shell, they go through the same questions and checks that they previously did and the service becomes useable again - for a while. This time, they said they needed to send an engineer around, but that they would charge me for their time, if they couldn't find a fault, I wasn't able to be at home, or in some undefined way the engineer decided that I was responsible for the problem. What did I do? I left.
THE WORST ISP EVER.
- Location
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- Location
- Ripley
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Comments
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Shell took over from Post office. I signed up for an 18 month contract at the price given. They have now said that there is a price increase for call charges. I was never notified or agreed to this as I had an 18 month contract at the agreed price. I was charged for a call out after openreach moved a telegraph pole, eventually not applied to bill. Charged for not returning router even though had receipt of posting. Internet speed was below what I was paying for and only recently after the road has been dug up and a fibre cable company have been has the speed reached what I was paying for. Opened another complaint and now told complaint is closed without any reason. Worst company I have ever dealt with. They are not part of the Ofcom compensation scheme and when asked for a 'deadlock' letter to proceed to Ofcom, this has been ignored.
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2023-12-08
- Comments
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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
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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After many years as a happy Post Office customer I was migrated to Shell Energy Broadband when they bought the PO - the transfer was chaotic, the billing was wrong and the online account was messy and difficult to navigate.
The I moved house. Someone ticked the wrong box on the order and after two weeks of spending at least an hour on the phone everyday going round in circles unable to talk to anyone that could deal with the problem, waiting in twice for BT Open Reach even though there was nothing wrong with the line - it was always an internal order problem - still nothing. Everyone promised to phone me back, only one person ever did.
In the end I had no choice but to move to another provide; Shell didn't get me connected at all, but are now trying to charge me £110 for leaving the contract early.
Very stressful to deal with - the Shell system cannot cope with any problem even slightly out of the ordinary.
Cannot recommend them.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-30
- Comments
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I did email them 7months ago te cancel my broadband contract even called them they still keep sending me bills until this month over 100 pound I did switch to a different broadband provider 7 months ago what a cowboy company are they my god i think i have to go and meet my solicitor
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2023-07-02
- Comments
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Broadband continually tells you network slower than other companies and it’s true
But apart from that the Hub has singed/ marked my computer table as it must overheats .. Shells answer “ put in open space ??? Like where .. the back garden or suspend it from ceiling .. how ridiculous and unsafe this is and they now ignoring me !!!
- Location
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- Location
- East Midlands
- Reviewing
- Shell Energy
- Date
- 2024-01-04
- Comments
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Quite genuinely the worst company I have ever had the dissatisfaction of dealing with. I don’t even know where to begin.
Firstly, due to their absolutely dreadful customer service, I am coming up on a month with no internet. I would normally say that if they are busy over the Xmas holidays then fair enough, but no, that is not even where the problems begin. On multiple occasions I have been outright lied to by call centre agents about things that Openreach have been saying on our account to them and also about when they will send out an engineer.
They first (around the 8th of Dec) told me that they would send an engineer out to our house to connect the router up and go to the box nearby and connect us up, few days go by, still no internet, we call them and they tell us that “extended work needing doing on the box and they’d get back in contact with us to set up a day for the engineer to come do the work” not sure what that means (I’m of the opinion this was total rubbish and no one came near our house), but ok.
A week or so goes by, still no internet. We contact them again, they throw out a day that someone would come by, that day comes and goes no engineer. We go back and forth over the next few days, they eventually said the 28th someone can definitely come out, can you guess what happens next?
So come to a few days ago (start of Jan) they say once again that they’ll get someone out, and on the day of, it gets to about 4pm and I call them to confirm they’ll definitely be coming, the guy says “yes I’ll call Openreach now and confirm your appointment” at which he puts me on hold for 7 minutes, then comes back and says “yep Openrach will definitely have someone out to you by 6pm”. Shocker, 6pm rolls by and nothing so I call again and the agent I spoke to down right lies to me and says “Openreach left a note on your account at 10am this morning saying they couldn’t make your appointment and requested to rebook”. Despite the fact that supposedly someone from Openreach confirmed they would be there a full 6 HOURS after they said they wouldn’t be. So either the initial guy lied and never actually called Openreach, or second guy lied just to cover their back and get me off the phone.
Sorry for the ramble but I am just so frustrated at how both Shell and Openreach have both given me the runaround and left me without internet for a month. Luckily neither of us work from home or really rely too much on WiFi at home, but even still this is unacceptable and if I don’t have internet by this coming week I will be forced to go elsewhere. Wouldn’t recommend it to my worst enemy.
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2019-05-29
- Comments
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My broadband went live on Wednesday,whilst I was out the country,so on my return on Saturday I set up my new router etc,but couldn't connect to the internet, it's now Wednesday and still no connection, having phoned them on numerous occasions I'm first told there's an outage,then a walled garden problem,what does any of that mean?? Fobbing me off I think!!! I'm then told it should be sorted in 2 to 3 days,so that's a full week with any internet,missed important emails,missed eBay purchases, internet TV not working etc,how about if I was running an internet business through this connection!!!!
Extremely poor service,leave well alone,wish I'd never joined them!!!!
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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It it a Joker company
Very poor standard service really disgrace
- Location
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- Location
- Sidcup
- Reviewing
- Shell Energy
- Date
- 2021-06-28
- Comments
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Customer service appalling. Broadband reliability non existent. Patronising customer service
- Location
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- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
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Disgraceful service ...Useless !
Having been a BT customer for years I switched to Shell Broadband.
BT disconnected but no connection to Shell.
After 5 days without a phone line or broadband Shell just say they are waiting on Openreach to resolve. Now they say it will take another 5 days so 10 days with nothing.
We live in a poor mobile reception and I have a seriously ill mother who needs contact.
DO NOT RISK THE CHANGE TO SHELL.....they clearly have no power or authority with Openreach.
After speaking to one of their managers he just said "there is nothing we can do".
I would never have switched if I had known !
- 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.