1,452 Customer Reviews over 37 pages
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-08-05
- Comments
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They're quick enough to sign you up and send you a router but, when the new router delivers much slower speeds than previously and keeps dropping out about 10/15 mins, it's almost impossible to make contact with them! After an hour and a half on hold, the issues were still unresolved. They say they offer an online chat option but this is always down, too (or maybe because my wifi's now really weak, it can't connect?). Absolutely the most slow and shocking customer service. They might be one of the cheaper providers but buyer beware! I wish I'd paid a little more and been able to make contact with my provider the same day. Instead, I've lost income due to loss of clients and had to pay for bolt ons on my phone to 'get by'. All whilst paying them my monthly bills! Absolutely shocking.
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
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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
- kent
- Reviewing
- Shell Energy
- Date
- 2020-01-04
- Comments
-
slow disconnects worst service I have ever joined I wont be staying you are like a bunch of clowns
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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Nothing but issues since Post office switched us over to Shell. They have been slow to deal with any issues.
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Fast and reliable and the same speeds as BT who i was with for 8 years.
VERY PLEASED.
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2017-09-08
- Comments
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Awful! Half the speed I was getting before, terrible customer service, just constantly tell me 'that's not possible!' Won't let me out of contact despite my complaints from day one, including the fact they never gave me a copy of contract! Apparently, I should have read it in its entirety and memorised it. Been a customer of theirs for many years but as soon as my contract is up, I'll never use them again.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-05-01
- Comments
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Recently spent over an hour on a phone call to Shell Energy to let them know I was moving house. I was informed that I owed them £180!!! Cancellation charges apparently because I wasn’t transferring the internet to my partners house as he already has internet with Sky! I complained and got the charges reduced to £80. Read the small print and the “27” pages of terms and conditions folks! Better still find another internet provider. I certainly won’t be going back
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2020-06-14
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-02-15
- Comments
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Initially the speed and reliability were as expected but after three months both dropped dramatically. On occasions the speed was below 1Mb. It is almost impossible to contact Shell Customer Service, unless you want to wait hours on the telephone or on their Chat service. It took 3 months for them to resolve the issue (problem with Openreach apparently) during which time I had to continue paying the full monthly fee on the promise of reparation on resolution. I have now been waiting two months for my "Goodwill gesture" whilst they try and charge me for engineer visits that never happened. After all of this, they insist that I pay my bill and await a refund or I will incur late payment charges. I have decided to end my contract early but now they want me to pay an early exit fee. DO NOT TOUCH THIS COMPANY!!!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-10-08
- Comments
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I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to).
Internet was intermittent for months at my new address. It should have been around 25-30mbps but was more like 3mbps. After months of complaint and finally threat that I would leave, they finally pulled their socks up and started asking OpenReach to come over and sort out the issues.
They agreed to recompensate me for the really poor service for I think what was around 4-5 months with a month-and-a-half refund. OK not the happiest, but I accepted it was all they were willing to offer. 2 months later, I start to get emails that I was behind on payments due to the 1.5 months that I had not paid. I was a little tired of this so I asked the person on the phone how long I had left on my contract and was surprised that it worked out that I was an 18-month contract since moving and not a 15.
I asked them to investigate the conversation I had with the person who arranged for the internet to be set up at my new residence (because all calls are recorded for training purposes) and 3 phone calls later they apologise for not having followed the issue up earlier will be raising the issue and (promising this time) they will be letting me know of the outcome of their investigation. My internet speed has improved I guess so I shouldn't really complain.
Oh! I shouldn't leave out that for the period it was really bad and I threatened to leave (for the 3rd time) I couldn't receive a WhatsApp message on the wifi without it affecting another service in the house using the internet.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-01-25
- Comments
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DO NOT BOTHER!!!!! Absolutely shockingly bad customer service, if I could give a negative rating I would. Dreadful website, crashes half the time, unable to access accounts, or access any online help, tweets are the only way to get anyone to listen, which you should not have to resort to, but have no choice.
NEVER AGAIN!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-10-10
- Comments
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Honestly not worth it!! They rope you in with a £75 back offer you never receive it and they just keep shutting off my internet, also the internet isn’t great as well I’m so disappointed I work from home and I’ve had so many problems, just tried to speak to someone about it on the phone and the guy was struggling to understand me so just hung up on me after being on hold for 40 mins :( I’m coming off now!!
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-09-20
- Comments
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I may have had a lucky escape as I would not give my bank details until i had seen an emailed contract, the first salesman was back on the phone giving it the hard sell, in the meantime I was reading the terrible reviews, and turned them down !
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Terrible service - a number of outages which made me decide to find another provider. Two months later I am still waiting for a refund from Shell despite numerous emails & chat. Their latest excuse not to refund me is that they are claiming I didn't return the hub, despite it being returned tracked. Useless "customer service". If I could leave ZERO STARS, I would. AVOID.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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Total rubbish. Keeps falling out. Their"award winning router" can't hold a signal for 5 minutes without it disconnecting. DO NOT BUY
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Terrible currently with this service. Will need to move suppliers. Cannot access anything in my emails now. It was horrendous yesterday and now cannot access it at all.
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- Comments
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Absolutely shocking service. Was with TALKTALK before SHELL and never had a problem with internet connection, however, SHELL uses the TALKTALK service but is absolutely terrible. I even use the same router I used with TALKTALK but the internet connection is mediocre with very low speed 18mbps (Fibre broadband) and constant drop outs. Unable to stream any TV programmes :(
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2019-08-05
- Comments
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Early days yet but:
1. Transfer of phone service was seamless and totally pain free
2. Transfer of ADSL service was seamless
3. Broadband speeds initially 60% of previous PlusNet service, using the same equipment. Watching carefully to see how that trains up over the next 7 days.
4. Customer service much more technically competent that PlusNet. I wanted to retain my existing (non-PlusNet) router and, although I had to queue, I found someone who understood the settings and had my individual information at their fingertips.
I was shocked at the poor reviews these guys had and was somewhat worried about the transfer but, so far so good.
- Location
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- Location
- Kettering
- Reviewing
- Shell Energy
- Date
- 2022-11-14
- Comments
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Wished I'd never changed, slow , keeps dropping out customer service is non existent.their service not only effects my streaming etc but also security cameras etc
- Location
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- Location
- Khyber Pass
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Comments
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I was with the Post Office for about five years and was completely satisfied. Then Shell took them over and everything started going to pieces. Lots of emails telling me about changes of rules and price increase.
About the same time my line began to regularly drop, multiple times a day. A coincidence, maybe!
I disliked their high handed attitude and when they started offering newcomers much cheaper deals, that I couldn't access, I moved to another supplier.
Six weeks later they told me they wanted their old route back. Unfortunately, I had binned it as it was over five years ol andwas rubbish anyway.
Now I suppose i will have to pay them their 35 pounds.
Note I am not complaining about the charge per se but about their aragance and lack of straight dealing. When I cancelled their service their email of acknowledge ment could have mentioned the router return rule. Big company scrabbling for a few pounds.
Luckily there are so many other broadband suppliers so that I can confidently say I will never need to deal with this awful company again.
- Location
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- Location
- Kilmarnock
- Reviewing
- Shell Energy
- Date
- 2021-12-03
- Comments
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DO NOT SIGN UP WITH SHELL ENERGY
no internet but they want to charge me for a fault thats their doing havent even had the hub for a week asked to cancle my acxount in the first to 3 days twicein one day two seperate phone calls i was told my account is closed only to discover it wasnt its like they are using entrapment to make their money im sure this is ilegal i will be recording the next phone call i have with them to make sure their is proof that simeone is sayinh my account is closed
- Location
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- Location
- Kilsyth
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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Really poor speeds- average 13.34 Mbps. Rude and aggressive customer service people when you dare to complain to them. Unreliable service which drops out for anything from a few minutes to 3 hours. Avoid like the plague.
- Location
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- Location
- Kingston
- Reviewing
- Shell Energy
- Date
- 2020-01-05
- Comments
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I joined via Moneysupermarket. What they don't tell you is that customer service is non-existent. I'm on a rate which includes VAT but Shell Energy have added VAT on top! When you raise it they don't ever answer, you just get an email saying they will contact you asap but never do. The broadband itself is Ok but I suggest you stay away
- Location
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- Location
- Kingston
- Reviewing
- Shell Energy
- Date
- 2022-12-26
- Comments
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Avoid at all costs... They advertise a super fast fibre and let you sign up to a 70 Mbps connection. In the sign up process they will show you an estimated range, which will we much lower than the 70 Mbps. In the end I only ever achieved 30 Mbps on good days, when the connection was working without any interruptions, which is rare. And is it any wonder that 30 Mbps is the absolute minimum the guarantee in their contract?
If you try to get in touch, be prepared to wait 30 min+ and telephone calls suddenly dropped. They answer to emails sometimes, but not always. Multiple of my emails asking for support remained unanswered.
And what a suprise, if you want to cancel as a result, they insist on the full amount to be paid. One of the worst Internet connections I ever had.
Service level is at the absolute minimum. Hope they go bankrupt!
- Location
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- Location
- Kingston upon Thames
- Reviewing
- Shell Energy
- Date
- 2023-02-22
- Comments
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Stay clear! I moved over from Virgin Media and had absolute terrible broadband speed from the get go. It was an absolute nightmare to get in touch with support.
First I tried the phone, just to wait ages in a holding loop to then having the line suddenly interrupted when I was finally talking with someone.
Then I tried email and nobody answered for a week. And even then it was a very slow back and forth with them not taking it serious.
Finally reached someone on the phone, just to be told it must be the WiFi router and I should reset it and connect it to another outlet. And after I've done that, I had to wait again for hours to talk to someone.
I then tried to cancel as it was an absolute nightmare, and they just outright rejected it.
Months later after the communications ombudsman, finally someone came out and fixed it. Speed is now perfect, but too late, because I had to extend Virgin Media as the Shell line wasn't working.
I now have two connections. Never ever again!
- Location
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- Location
- Kippax
- Reviewing
- Shell Energy
- Date
- 2023-07-22
- Comments
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A shocking service from a shambles of a company.
I took over my Mum’s finances when at 88 years of age she developed Alzheimer’s.
Shell Energy constantly fail to send invoices, always ring demanding money and their bills make no sense to me whatsoever when they do eventually arrive.
Can a bill of £47.00 a month be correct for someone who doesn’t use broadband?
My surprise is that this company is anything to do with Shell and are allowed to use the logo.
Absolutely appalling customer service….
- Location
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- Location
- lanarkshire
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Comments
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Lost my phone line last Saturday, broadband had also been very unstable prior to that. Called up and wa given option of callback. They returned the call a couple of hours later but hung up as soon as I answered. Sent them an email, and have been emailing every day since with zero response.
- Location
-
- 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
-
- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Location
-
- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
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On occasions there has been a long wait for customer service, and for a while there were problems with the WiFi. However, these were sorted out by an engineer and all is fine now. Shell Energy Broadband is very good value and I am happy to be with them.
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
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My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible.
4 days later open reach have attended and my line is fine, now ringing customer service at this point consists of being hung up on several times, being rudely advised I don't understand the royal mail strikes, being told that Shell won't even consider me sending a courier to collect a new router, let alone them send it via a different courier, so that new router I suggested 4 days ago is going to make its slow journey to me only now.
Complaint made, call handler was actually understanding unlike her other colleagues. I have had a credit made to my account which is great. However 11 days of no broadband later, new router is here and it's not working again, not even attempting to connect and yes I call Shell and I get through easily enough and tech guy understanding and pleasant but it's been 11 days without any service and Shell are just going to send yet another router in the hope that I have had just been extremely unlucky with my routers and a third one will do the trick. So day 11 of no service after only joining them less than 6 weeks ago. Man I wish I had stayed with Vodafone now, dam cost of living trying to tighten my belt and save a few quid, well it has certainly backfired!!!!
If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don't value the customer and their service is absolute garbage. AVOID AVOID AVOID
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2021-10-30
- Comments
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Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop
- Location
-
- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
-
Been on phone for 2 hours waiting for an operator. Don't think customer services for Shell broadband actually exists. If they are having an high volume of calls then they are having a high volume of problems. They have not contacted me in any way about broadband cost or any contract I have to adhere to for which I have not agreed to yet. Terrible service in comparison to Post office
- Location
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- Location
- lancashire
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
-
- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2021-07-21
- Location
-
- Location
- Lancaster
- Reviewing
- Shell Energy
- Date
- 2023-04-22
- Comments
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After 10 months of intermittent broadband I can persevere no longer and am paying to switch to another provider early. I have been paying for ‘fast fibre’ but am having to access Teams meetings by phone when my internet connection drops mid meeting. Very poor!
- Location
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- Location
- Lancs
- Reviewing
- Shell Energy
- Date
- 2023-05-08
- Comments
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I was transferred to Shell from another provider under contract.
I was with them for over 9 months,I have just left.
Poor customer service,things spoken over the phone are not recorded properly.People you speak with don't always seem very knowledgeable,or particularly friendly.
Massive price hike during contract.
Poor connection speed especially at weekends,although I contracted for a super fast.
Upon leaving threaten with extra fee charge if equipment is not returned when it wasn't even supplied by them.There is no need for this when it is just bined anyway,just another way to make money out of people.
- Location
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- Location
- Langley
- Reviewing
- Shell Energy
- Date
- 2022-04-02
- Comments
-
Worst ever thing. All devices keep disconnecting every now and then. Customer service is poorest possible thing on planet. 1 star given as halves not available
- Location
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- Location
- LARGS
- Reviewing
- Shell Energy
- Date
- 2018-08-11
- Comments
-
Had this broadband package about a month now had no problems at all in fact I would say it is better than my BT package that I had before as with BT everything would buffer and that was with superfast fibre with first utility I just have the basic cheapest package and so far its great. I think its just your luck and where you live to be honest.
- Location
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- Location
- Larkhill
- Reviewing
- Shell Energy
- Date
- 2023-03-07
- Comments
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We were with Post Office who then sold their service to Shell - without telling us by letter. We later found an email lurking in 'Junk'. PO service wasn't 100% but inexplicably Shell seems worse (same router!) I am using so much data on my phone despite being connected to WiFi because its just so poor. Twice in the past two months it has completely dropped out while I've been working from home, booting me off calls with patients. 100% do not recommend.
- 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.