1,452 Customer Reviews over 37 pages
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- Location
- Hitchin
- Reviewing
- Shell Energy
- Date
- 2022-01-10
- Location
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- Location
- Holt Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
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Shell Energy Broadband as I was with the GPO and had excellent service with them! Shell are A rip off Energy company who want us to pay Five Grand per year for our energy they are a,Rip off so call Vodafone on 08080408408 and had hey they will save you a Fortune as Vodafone are a lot cheaper and shell are worser than Kcom!!
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- Location
- Hordle
- Reviewing
- Shell Energy
- Date
- 2022-12-10
- Location
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- Location
- Horsham
- Reviewing
- Shell Energy
- Date
- 2020-06-23
- Comments
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Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
- Location
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- Location
- Horsham
- Reviewing
- Shell Energy
- Date
- 2023-07-19
- Comments
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Terrible customer service, bills all wrong, not helpful when openreach issue occurs. Now I'm stuck in 18 month contract with them. I blame Currys for selling them to me!!
- Location
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- Location
- Horwich
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Location
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- Location
- hounslow
- Reviewing
- Shell Energy
- Date
- 2021-03-10
- Comments
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Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation
- Location
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- Location
- Howden, Goole
- Reviewing
- Shell Energy
- Date
- 2023-04-18
- Comments
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I left them because i hardly bhad no broadband i did complain but on deaf ears, so i left and they came after me for money i did not as they did not provide the service so fought them for a long time and than made a complain to the Ambuds man they were very nasty about it all and this is against the law they are the worst people i have ever had to deal with, but will contact my Mp about why they are getting away with it so i will carry on the fight----ps i did win my case----
- Location
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- Location
- Huddersfield
- Reviewing
- Shell Energy
- Date
- 2020-11-23
- Comments
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One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router.
- Location
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- Location
- Huddersfield
- Reviewing
- Shell Energy
- Date
- 2022-03-03
- Comments
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Not happy at all my internet went down a couple of days ago I tryed phoning customers services up was on hold for an hour and a half eventually got threw. They did load’s of tests unplugged leads did full reset Of router Was told the internet would eventually come back on. Went to work few hours came home still not on. Iam not happy
- Location
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- Location
- Hull
- Reviewing
- Shell Energy
- Date
- 2019-10-07
- Comments
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So, we signed up for this, went on holiday and read the reviews after.
Dumb move on our part.
I rang to discuss my worries....45 mins later, still no answer to my call.
I call back again, another 40 mins. This time I didn’t care what they had to say, waiting 40 mins to speak to a human, anyone, is not acceptable.
I cancelled and called plusnet. Straight onto an advisor for only £3 a month extra, I’ll pay for that level of customer service.
- Location
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- Location
- Huntingdon
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know
- Location
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- Location
- Huntingdon
- Reviewing
- Shell Energy
- Date
- 2018-02-10
- Comments
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Trying to connect to the internet is terrible, It has taken just over three hours today and has just dropped out again after 15 minutes, don't know when I will be able to get reconnected. Only been with this company for two weeks, but not for much longer. Must read reviews on other suppliers.
Warning don't use this company, it will drive you doolally very rapidly rapidly.
- Location
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- Location
- Hyde
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Location
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- Location
- Hythe
- Reviewing
- Shell Energy
- Date
- 2022-01-08
- Comments
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we have unstable and poor broadband
after many phone calls nothing has
changed.0.02 to 0.06 is not useable
open reach have checked,agreed the speed is the worse they have seen and recommended callflow.as they seen unable to rectify the problem.
- Location
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- Location
- Iko
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
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Broadband connection dropping out every 15 minutes. Cheap modem.
- Location
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- Location
- Ilminster, Somerset
- Reviewing
- Shell Energy
- Date
- 2020-11-25
- Comments
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Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere!
- Location
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- Location
- Inverness
- Reviewing
- Shell Energy
- Date
- 2022-12-19
- Comments
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If I could give zero I would. Customer service re my Mothers account dreadful. Tried to close her phone account for over a year. Like talking to a brick wall when you get through. DO NOT EVER USE THIS CO.
- Location
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- Location
- ipswich
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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was okay with post office. utter dog poo now. no helpline on sundays. will leave. and its a post office router so they can fk off trying expecting me to return it to them as it is not theirs. just read the other reviews and avoid. i did not ask for this change either.
- Location
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- Location
- Ipswich
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
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It’s even worse than post office!!! Don’t spend your hard earned money on this crusty broadband company. Absolute bog I tell ya. Takes forever to load and sometimes restarts on its own. Please, for your health and safety don’t get Shell Broadband. If this is the same company that does fuel they should stick to their day job and don’t try to make wifi routers
AND DONT EVEN GET ME STARTED ON CUSTOMER SUPPORT.
Please save yourself. I can’t even leave. I’m stuck in this wack a** crusty weak old broadband loophole.
- Location
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- Location
- Irvine
- Reviewing
- Shell Energy
- Date
- 2022-10-22
- Comments
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Shambles of a company, engineer failed to show on Friday and now need to wait till Monday , 2hours on a call to be told this ,and also house has a phone line and won't connect it , and I'm a new Customer, looks like I will be using the 14 days cooling off as this is a bad start to any new member ,should never of gave me a date of live if they can't fufill it
- Location
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- Location
- Isle of Wight
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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Has turned out to be good broadband for the money.
We did lose our connection one day but that was due to BT´s engineer working on various cable connections out in the road and broke our connection, but repaired it later on.
As far as speed goes, not to bad and for 16 quid per month pretty good all round.
- Location
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- Location
- Isle of wight
- Reviewing
- Shell Energy
- Date
- 2019-06-30
- Comments
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Don't wast your time or hard earned money on this so called internet supplyer.should have left as soon as shell took over from first utilities.
Well download speed today 1.78mb upload speed 0.85mb absolutely a joke.Stay well away from this company as soon as we can change we will.
- 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
- James
- Reviewing
- Shell Energy
- Date
- 2018-03-11
- Location
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- Location
- Jarrow
- Reviewing
- Shell Energy
- Date
- 2024-01-15
- Comments
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Absolutely terrible! Connection is appalling, watching Netflix and half way through film, Connection cuts out. Worst ever!!!
- Location
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- Location
- Kelly
- Reviewing
- Shell Energy
- Date
- 2021-06-24
- Comments
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The worse company I have ever come across , appalling customer service they have no idea about broad band and constantly huff and puff on phone before conveniently being cut off , tried to persuade me to buy extra connectors costing over £8p to help with my wireless problem but when the engineer from BT came out they confirmed that Shell had turned my wireless connection off purposely. Please avoid avoid avoid . I cancelled eventually due to no internet service at all !!!!’
- Location
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- Location
- Kelso, UK
- Reviewing
- Shell Energy
- Date
- 2018-02-11
- Comments
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This is an appalling company. I had been with them for over a year with very slow connection speeds of around 4 MBPS despite being on the fibre network, when I moved house. They arranged to move my broadband to my new address but told me it required a new contract and a wait of a month before they could connect me at the new address. The engineer failed to turn up after a wait of a month. When I contacted them (three hours on hold...yes!), I was told that the order had been "declined twice" and therefore cancelled. All my bills were paid in full by direct debit so there was absolutely no excuse for this cancellation. Furthermore First Utility failed to contact me in any way, and at any point in this whole process to tell me there was a problem. The representative I spoke to suggested another month long wait for another installation appointment but I explained I couldn't wait without broadband for so long and told him politely that I'd rather cancel the order. The representative then hung up on me! I then received a bill for an early termination of the contract for a full year's cost of £220 because they said cancellation occurred after the 14 day grace period, but they had never provided a service and I wasn't told they had cancelled my order until after the 14 day period!
I'm appalled by the level of corruption, incompetence and rudeness I've been subjected to by this company. I will contact the ombudsman now to see how I can get my money back. It's so time-consuming, frustrating and upsetting I would urge you all to avoid this company at all costs. Even if you have a simple enquiry you will routinely be kept on hold for more than 30 minutes at any time of day. Avoid!
- Location
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- Location
- Kelvedon
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Terrible company, was transferred from Post Office,and they miss sold a new plan to me.
Reduced my cost, but failed to tell me it didn't include VAT, so the plan and amount is the same as before.
Was looking for a better deal elsewhere...now I'm tied into this scamming fraudulent company...
- Location
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- Location
- Kenilworth
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
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Took 3 individual engineers visits 2 set up broadband morning 8 to 12 apointment came at 4pm 3 weeks later phone still out of service. Takes min 30mins before they answer HELP line very poor
- 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
- KENT
- Reviewing
- Shell Energy
- Date
- 2018-01-19
- Comments
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Switch over to first utility when i realized what i was really paying for my broadband and phone connection.
Connection is good and has never failed since the switch.
Excellent value and a great saving.
:) :)
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2022-05-17
- Comments
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If you're not with Shell..please don't. I have been on hold for over 30 minutes twice! I cannot get through to anyone at ll. My web entry into my account is not working. I have been overcharged since they took over from the Post Office monthly more than doubled. Don't touch them with a fibre optic barge pole! I would not even give one star...they're just not worth it!!! Absolutely awful! Words cannot express my frustration!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-02-22
- Comments
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I was changed from the post office and received a bill from shell I did not recognise.have emailed the times with no reply.this looks like the worst public relations I have seen.keep clear.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-09-07
- Comments
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They actually charge you £15 now to leave! Outside of your contract! Section 5.11 in their t&c's. They say it is to cover the admin. cost of the transfer! Also tried to say that this is 'standard', it bloody isn't! Despicable! Avoid them at all costs!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
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Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-05-19
- Comments
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Recently left this company after my broadband was transferred from the Post Office. Lousy customer service and no details on final inaccurate bill. Do not join this company. However, even when you leave it, it does not go smoothly. Really lousy.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-12-10
- Comments
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So angry with that company. Internet not working 5days. They said someone will come today to look it from 8-13 i called them to say that no one not came and they answer that i ha e to wait more 2 days to see if internet will come back to broadband and then if nothing will be happening they will send someone. I'm so angry as we paying 34.99£ per month and it's only second month we are with them. Disgusting service!!!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-09-01
- Comments
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I have been with Shell for 18 month and that was one of the worst broadband experiences so far for a number of reasons:
- misleading advertisement - ad was promising 11 MBPS, I ended up getting 4-6 download and less than 1 upload. felt like a dialup modem
- bad router - constant disconnects from my laptop, very annoying
- engineer required to come and fix something on their lines after half a year of constant calls to the support
- on the way out they charged me for 4 calls I never made (my landline was not even connected) and I discovered only when they charged over 5o quid to my account. Again calls to the support and refund which is not yet paid in
- mandatory return of the router with charge if you don't print a label and send the old router back (useless piece of kit in the first place).
Summary
Required hours on the support calls, some issues never got fixed, overcharging and just poor connection quality. Would recommend to steer clear.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-04-11
- Comments
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I work 12 hour days so am rarely at home to use the internet, maybe stream Prime or Netflix for an hour or two a night, occasionally Zoom and WhatsApp. I have no other devices that connect and it’s currently a one person household. Changed to Shell and the internet is dreadful. The modem switches itself off multiple times a day losing connection. For example watching an hour show on Prime- usually the modem will restart 3 times. This isn’t buffering - it completely loses connection. I called Shell and they told me they’d book an engineer as there was a problem with the line and I might have a faulty modem. I got cut off at the end of the call, they didn’t book the engineer and I called back. The next person refused to book the engineer and told me the previous person hadn’t followed the protocol and that I needed to take steps to fix the modem myself. They declared the connection fixed, which it was not. They even had the cheek to tell me I was a high volume user and I needed to upgrade to a more expensive package! I then got a call the next day (which was a reply from the email I sent 5 days before) from someone who had not even had the decency to read my previous two calls with Shell, basically told me I was getting the service I was paying for and wouldn’t escalate this to management. Again tried to sell me a more expensive package! I advised I’ve never had a problem with either of my two previous providers with this speed- and asked again how on earth they can classify me as a high user of internet when I barely use it?
Anyway, they haven’t sorted any of this out. I can’t leave because it’s £6.50 a month for every month I cancel plus they charge a £15 disconnection fee when you leave, even at the end of the contract! Surprised it’s not illegal to be honest. Shell is outrageous- one word- AVOID!
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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.