1,452 Customer Reviews over 37 pages
-
- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
-
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
-
- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
-
Ive had this broadband fo a few months now,and im not happy,i need to reset every day, it buffers and cuts off through watching anything. Do not think of having shell energy as a broadband
- Location
-
- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
-
The department that sends out bills for broadband needs an urgent overhaul due to me receiving my last two bills AFTER the payment due date. Even though I paid the bills the following day after receiving them Shell has the cheek to send me letters telling me my broadband account is overdue. Today’s overdue letter is dated 2/7/22 today’s date is the 20/7/22. When I rang Customer Service to complain I was told it was due to the Post Office I disputed this and was advised that there is a problem. I’m sure I cannot be the only person affected.
- Location
-
- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
-
You will be charged a "cease fee" even outside of your minimum contract period. Certainly not industry practice, buried in the t's and c's (section 5.11).
Also a terrible quality WiFi router which has the reach of a T Rex's arms.
- Location
-
- Location
- Evans
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
-
Terrible, 4 weeks after they said they would connect and still haven't connected me. Internet worked fine with other company and they haven't come to fix whatever they are pretending is wrong, poor manners on phone and they even threatened to hang up the call after I said I'd be losing a complaint. They have even charged meand are not rewinding me for the pleasure of wasting hours of my time and money for 0 Internet after waiting 4 weeks. Someone needs to sue these jokers.
- Location
-
- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-07-18
- Comments
-
Avoid this broadband provider,doesn't go live when you are due to go live,customer service are patroniskng and rude. Constantly being spoken over,the worst broadband I have ever been with.
- Location
-
- Location
- BOLTON
- Reviewing
- Shell Energy
- Date
- 2022-07-18
- Comments
-
ex Post Office, still got PO router NO Customer service online or phone, incomprehensible bill/cust svc reply SORRY NOT AVAILABLE (since takeover, apparently) Why energy co thinks it can run BB anyway. THE WORST EVER
- Location
-
- Location
- Malvern
- Reviewing
- Shell Energy
- Date
- 2022-07-17
- Comments
-
Didn't even connect, just swapped suppliers, waited 3 weeks late now, they still haven't fixed whatever isn't working, they even charged my first bill which they promised they wouldn't until it works. Awful.
- Location
-
- Location
- Halifax
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
-
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
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
-
I was a post office customer and then Shell took them over. I recently had my broadband suspended (DD had failed in April) I called them up to discuss 50 mins I finally got through to someone. They had tried to take a payment twice and it failed but the email on the second failure said they would try again in 10 working days (money would have been in the account then. The call centre operative said I was on a manual payment.
So they had not been able to take any money since then. I am not one of those people who check every direct debit but know that each month there is a certain amount for bills that comes out.
But... they continued to rack up my monthly bill until today I had to pay £110 and there was no policy. They said their rules where it had to be paid. I work from home and need it so had to pay.
So long story short 1hr 40mins on the phone.
Held to ransom over their policy of suspended accounts
Billed for 4 months without knowing there was an issue
Filled a complaint with them.
Going to the financial ombudsman as I think their trading practices are a bit dodgy
- Location
-
- Location
- goodier-webb
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
-
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
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
-
Been trying to contact over contract renewal spent 40 minutes on phone with only music and your call is important to us can't be that important if your not prepared to answer!! Will try one more time if no answer will switch come back post office
- Location
-
- Location
- Canterbury
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
-
Post office was the best Internet provider i had ever had and then along came shell energy. They took over and what a shock to the system it was, our Internet speed plummeted despite us being on one of the highest speed pakages. I suspect we were down graded on the switch over and im lucky if i get a consecutive 5 hours of Internet without if completely dropping out. Overall its just not a good company. But thats not the worst of it. We recived an email saying the prices are increasing and we had 30 days to switch if we wanted to and we would get no exit fees. So we did just that the very same day, finding a cheaper more reliable company and set it all up. We even sent an email informing shell that we were taking them up on the offer to switch without fees. And then got an email telling us we ere gettng charged exit fees. I phoned and was told theres jothing they can do because its already on the system and its my fault because i was supposed to phone them before trying to switch and ask to be let out of the contract.which is not what ofgem states. I do not have to ask permission to switch, and the only time i need to inform them i am switching is if my provider doesn't use openreach cables. So no im not pleased at all with this company
- Location
-
- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
-
Can't even login to my account. Was transferred to Shell when Post Office sold their phone and broadband to them last year. They must be the most incompetent providers on the market. Deal ends soon so I'll be outta here!
- Location
-
- Location
- WISTASTON
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
-
Shell Energy having taken over Post Office Home Phone are absolutely clueless! Cancelled my broadband because of an impending house move and received assurances that cancellation would be implemented after 30 days notice period. Not so. Invoices continued for 3 month for line rental. Spent hours on the phone trying to sort it out even though I had written email confirmation of termination date. Additionally wrote by email and snail mail but received no reply. All staff appear to be working from home. One phone call lasted 1 hour 31 minutes but still did not resolve the issue!! Because they are working from home if one puts you on hold you get the god dam awful music and then someone else eventually cuts in and you go through the whole security process again and again. If this company is serious about phones then they need to sort out their own ASAP! Take my advice and look elsewhere if you are looking for a broadband provider because if you get any sort of problem this lot couldn't organise a p***up in a brewery!
Post Office Home Phone certainly weren't the best but I'll say it again, Shell Energy are absolutely clueless and appear to know nothing about phones and customer service is certainly not their forte.
- 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
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
-
Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services, despite trying to contact them daily.
After a month forced to switch to another provider. Months of arguing about my bill followed. Referred to Ombudsman, and reported to Ofcom. Awarded £75 for inconvenience caused.
There is a reason that they aren't part of Ofcom's automatic compensation scheme!
- Location
-
- Location
- DN104JL
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Location
-
- Location
- Chesterfield
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
-
Unable to leave no stars. Cancelled broadband on 27th of April. Still took £25 out of my account in May. Was promised a refund on 16th June said it would take upto 10 days(when i finally managed to speak to someone)Didnt get refund. Surely keeping customers money is illegal. I hate the fact they have lied and cheated me out of my money but i know it wont do any good contacting them again. Wouldnt trust Shell ever again wouldnt buy energy or anything else from them. Worst company ive ever dealt with.Appalled how they can get away with it.
- Location
-
- Location
- Hemel Hempstead herts
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
-
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
-
- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
-
I cannot fault Shell Broadband. After reporting a fault on the line of Friday, the technical team arranged for BT to attend between Tuesday - Thursday the following week, BT arrived at 9.00am on Tuesday and fixed the fault.
You cannot beat Shell Broadband the cost for Ultra fast broadband, and it works !
The call centre are professional in answering your queries, it does take a while to get through.
- Location
-
- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
-
the most frustrating experience.
horrible customer service, they told me I would get a £20 compensation, plus £15 credit. When I call to double-check they told me that I said that I (myself) didn't want the compensation that was promised. Had to stay on the phone to try to get my money back.
To get this wifi I had 3 different technicians at my house and more than 10 hours on the phone, more then 2 months to get it.
Is 2022. I live in central London. this should be easy.
- Location
-
- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- 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
- Bucks
- Reviewing
- Shell Energy
- Date
- 2022-07-11
- Comments
-
Broadband speed no where near predicted. Broadband service dropped out and cut out everytime we had an incoming call (new provider doesn't).
Left after a year and they owed me money, which I got fed up waiting for and so had to remind them, they said I would get it in 10 days it took nearer twenty.
- Location
-
- Location
- Oldbury
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
-
Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.
- Location
-
- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
-
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
-
- Location
- Yarm
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
-
Yes totally agree.Shell unable to provide a reliable connection and let's compare with buying a vehicle and it breaks down every 15 minutes. Well not one person would keep it and if within the first day this was a regular feature then it is unreasonable to expect that customer to continue with that dealer or service.
- Location
-
- Location
- Stanley
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
-
This is the worst broadband going ever since it changed from the post office to this ive had problems all the time and when i ring up 4 different times shell energy gived me different options all 4 times and wants to charge me £65 for an engineer to come out and see the fault and im on the post office monitor still but they wont send me there monitor untill the engineer say i need a new 1 even though ive had connection problems for months now and if i want to leave them they are charging £300 just to leave the broadband its so ridiculous
- Location
-
- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
-
Do not use this company, you have been warned! worse than TalkTalk, Blatent lies about speeds, promised 14 day get out clause if not happy which again lied about, 3 hour waits on phone to complain, claimed they didn’t receive the router back even though I had proof of postage, loads of apologies but no refunds or compensation, absolutely dire customer service
- Location
-
- Location
- Dudley
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
-
Just when i thought i had finally sorted out all my problems with Shell Energy had yet another demanding letter to return the router which i already had returned it after waiting for a return bag. Ongoing nightmare! Lots of problems with this company when you come to leave them.
- Location
-
- Location
- Hereford
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
-
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
-
- Location
- Iko
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
-
Broadband connection dropping out every 15 minutes. Cheap modem.
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
-
Wifi is fast, but drops out at least every hour. Router stays green but no internet to any devices. Customer service has been abysmal. Advised that wifi was not guaranteed and because it was still providing a service via ethernet, it was not a problem. Over 2months on, they are now sending a booster which may solve the problem, but was not required with my previous provided. Definite issues with Shell router software.
- Location
-
- Location
- Dewsbury
- Reviewing
- Shell Energy
- Date
- 2022-07-05
- Comments
-
Awful broadband, intermittent connection via ethernet, no WiFi, staff are useless with an algorithm to follow that provides excuse after excuse with delay after delay to keep you long enough to mean Yr contracted in. Avoid avoid avoid
- Location
-
- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2022-07-04
- Comments
-
Absolutely awful, the product that the sell in my particular area is unfit for purpose, their customer service team is atrocious and I sometimes have to pay for a service I don't receive for a week at once. Avoid like the plague
- Location
-
- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2022-07-04
- Comments
-
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
-
- Location
- East Devon
- Reviewing
- Shell Energy
- Date
- 2022-07-02
- Comments
-
I was a happy customer of Post Office broadband in an area with terrible broadband. Shell took over. I resisted going onto one of their plans as FTTP was being installed in my village (another nightmare). Fibre installed successfully so I gave notice to Shell. Since then I haven’t received my £60 refund for rental paid upfront but they have hassled me for my router. They told me to use “the returns label in the box”. I have had the router since 2014. I rang & was told to ignore the letters. Today I learned I was being fined for not returning something I never got from them. I’ll happily sue them. Avoid Shell Broadband at all costs. Customer “service” is appalling, internet drops out multiple times per day & staff lie. Takes ages to get someone to answer the phone. Delighted I switched to a dedicated FTTP provider and ditched these charlatans.
- Location
-
- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-06-30
- Comments
-
Shell bought out Post Office broadband and our Wifi has been terrible ever since. Our internet randomly stops working day or night, and often for an hour. I’ve never experienced such poor quality service with any other broadband provider.
(Oh, and Shell now also provide our landline service, which had worked perfectly for 20 years. Recently our landline was down for TWO WEEKS with no explanation or apology from Shell.)
- Location
-
- Location
- Vicarscross
- Reviewing
- Shell Energy
- Date
- 2022-06-30
- Comments
-
This company is a joke my farther in law regasted blind and deaf and 93. Migrated by the post office to Shell. get letter saying you have not paid you bill.not had bill yet happen every time bill arrived 3 day's later.closed account with them now say will charge him £35.00 for the modem he has never had.he only had a phone no broadband. Trying to get the thick customer service to understand this is impossible. They only have to look back on the old bill's to see this.the CEO for Shell energy as a international companie is a joke. Will now have to take this up with Offcom. Need to get staff that understand customers problems.
- 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.