1,452 Customer Reviews over 37 pages
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
- Location
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- Location
- RICHMOND
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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One of the unfortunate people 'sold' by MyPostOffice to Shell Energy. Seamless changeover promised wasn't, was without service for 2 weekends. Emails keep getting 'Delayed Mail' message. Have left several email complaints, only one responded to, to sign me up for a new [allegedly cheaper] 18-month contract, but bill came for old rate. No response when I asked for corrected bill. So very disappointed that MyPostOffice have landed us all in this.
- Location
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- Location
- London NW1 8UB
- Reviewing
- Shell Energy
- Date
- 2023-08-09
- Comments
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Contracted Shell broadband over a month ago for offer of £26.99. Engineer booked for 9th August 2023,between 8 as m and 1pm,they did not turn up, on phoning them the lame excuse that it had been cancelled by them and apologising for not informing me. Utterly Useless!!!!! WASTE OF TIME!!!!
- 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
- Rochester
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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I left shell energy broadband on the 5th April and switched to another provider. On the 12th April I got charged for my monthly broadband fee of £18. I rang on the 19th April and was told to wait for a final summary. I rang on the 11th May and explained I have not received anything. I was told I had to request a refund. I rang on the 18th May and was told there is a process to refund. I had to wait 10 working days for a refund. It has now been 10 days on the 1st June. First handler told me the refund was only approved yesterday on the 31st May. I would have to wait 10 working days. I told him this is unfair and not acceptable. I asked to speak to a line manager and wished to complain. He told me I could not and that he could not put me in touch with a senior manager. I feel like this has not been handled very well at all by your customer service team. It has caused me a great deal of stress and no faith in the company. Avoid this company at all costs
- Location
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- Location
- Middlesborough
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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This company is a joke i have got behind with my bill have come to an arrangement so they are saying i havent paid anything since june, phoned call centre phone put down on me twice on the 3rd call unfourtnatley my vocal cords are all over the show so my voice is either high or low i have no control of it the call handler starts shouting at me not shout at him i explained of my problem but he did not listen, i asked to speak to a manager to be told they dont speak to people only on a call back i am still waiting from the last complaint.
Now i know how they get big profits because they make of peoples misery.
- Location
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- Location
- BIRMINGHAM
- Reviewing
- Shell Energy
- Date
- 2020-03-16
- Comments
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When I signed the contract they agreed with the speed between 11-16mbps. But actual speed is 1-8. After two months I cannot log in to account. If you buy shell broadband you will get talktalk their explanation are they sharing services. Actually we are getting talktalk in anothername.
- Location
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- Location
- Wallington
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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The worse company in everything customer service, connection and dealing with problems.
It's been over a week with no Internet
- Location
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- Location
- Bath
- Reviewing
- Shell Energy
- Date
- 2019-11-19
- Comments
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Absolute rubbish that’s all I can say. I have never had such slow broadband
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
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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
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- Location
- Alconbury Weald
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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I have spent the best part of 6 hours on the phone. I was awaiting a hub which has never been ordered. Been put through to every department known to man. None of which have been helpful. My current call is now 1hr 15 mins awaiting the retention team even though I’ve never been a costumer
- Location
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- Location
- Berwick
- Reviewing
- Shell Energy
- Date
- 2023-04-20
- Comments
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If i could i would give them zero stars. Quite the worst company i have ever dealt with. Young inexperienced staff on receiving end of phone calls with no power to resolve problems. When the engineer didn’t show up - despite a text telling me he was on his way - the only response was that ‘I would have to” go through the process again to book another visit. After sitting in an empty property for 3.5 hours. And who knows whether they would turn up again as they couldn’t tell what happened.
Apparently this multinational company has no supervisors. And if they did the operators have phones that don’t allow calls to be transferred and they hung up on me after a 47 minute call.
For your sanity go with any other supplier.
- Location
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- Location
- WIRRAL
- Reviewing
- Shell Energy
- Date
- 2024-01-06
- Comments
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From day one we had problems. The router would drop connections meaning we had to restart it. I complained and they said they would adjust the settings. Now 5 months later it's still the same I am cancelling the contract and they are threatening big termination fees and one of the people I spoke to said they would block me from signing up to another provider. Thank god they are no longer available save another person getting ripped off
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-01-13
- Comments
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Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-07-04
- Comments
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The worst customer service I have ever experienced in my life. I would strongly advise you to steer clear of Shell Energy. We have been unable to use wifi for two months and I call about twice a week to follow up on my litany of complaints only to be told there is no issue. They refuse to let you talk to the complaints department and after a month of numerous phone calls they finally promised to send out an engineer. My two housemates and I waited at home for two days and no engineer arrived. We are being charged each month for a service they do not provide.
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2022-04-08
- Comments
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The worst company I have used. I have submitted the review regarding their poor customer service a month ago. But this company sent me an email to suspend my usage because I haven't paid the bill. I phoned them and asking why my Direct Debit didn't kick in? They said I haven't got one set up....but I have received an email from them on 12th February with my Direct Debit set up and Guarantee. The service is alive in Middle of March. I do not deserve an email with such threat. Very rude. I don't even care they disconnect the service bet the speed is very slow and do not support my area compare to Virgin Media.
The email is very unpleasant especially it is their own fault.
Very poor company, the management is very poor. The speed very slow because I set up the account a month before it went live. So didn't realize that do not support our usage. But already out of the cooling period. Please be careful we have to keep this package as well using our old one. I blame myself for being stupid, I don't want others regret it. Please avoid this company.
- Location
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- Location
- Eastbourne
- Reviewing
- Shell Energy
- Date
- 2020-08-06
- Comments
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Truly the worstcustomer service of any provider I have had. Difficult to get in touch with and they charge you to do so. Without a reliable working telephone line for over seven weeks due to their reluctance to pay for work needed at the exchange. Closed down complaints with responding to them. Refused to issue deadlock letters. Will be seeking contract cancellation through the regulator or the courts if necessary. Understand this company charges £15 to leave whether in contract or out of contract (T&C'S). Broadband speed is good considering we are within a mile of the exchange, but given one star because the router is rubbish and wifi is poor throughout(bought a Ubiquiti Unifi access point wifi to boost signal).
- Location
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- Location
- Prestatyn
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
- Location
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- Location
- Hemel Hempstead herts
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
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No problem with post office but once shell took over speed down 30 to 45 minutes on the phone to get through they cant help you put you onto someone else phone goes dead teriable firm will be looking elsewhere
- Location
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- Location
- Didcot
- Reviewing
- Shell Energy
- Date
- 2022-03-24
- Comments
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I sign 18 months contract for 63mbps downloading speed and up to 19mbps uploading speed and i get 12mbps download and 1 mbps upload speed. Because i get over 5 times slower internet i was trying cancel this contract but they told me if i cancel i have to pay them cancelation fee - 310£... liers. I DO NOT RECOMEND TO ANYONE
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Moving house, and have been kept waiting for a ridiculous amount of time on the customer service line. The same line asks for you to describe your issue, but then has no option for home moving.
Added to all that, the broadband is unreliable and keeps dropping, the online account doesn't work half of the time. Avoid!!
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2024-02-02
- Comments
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Just awful, the internet keeps dropping and it takes forever to come back online. I have to keep resetting my router! I will never use this internet provider again!
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2017-12-18
- Comments
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Don't use if you want to ever think you might need to contact customer service. It's a joke. Takes nearly 5 minutes to even join the queue and then for ever to actually talk to anyone. If you are unlucky you then are put in another queue. Customer service is nonexistent
- Location
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- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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What a complete joke this fibre plus broardband,keeps buffering, unreliable and customer service,what service.constantley put on hold and the tech team won't fix the problems.find a better company who have great service,reviews on here tell the same story rubbish and very slow broardband.
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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Absolutely terrible, literally counting the days when I can switch to a new provider, actually makes me miss AOL dial-up
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2023-10-17
- Comments
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What an awful company,switched provider to BT and still being charged by Shell even though they know they are not providing a service, typical oil company should never have been allowed into the telecomms sector or any sector for that matter they have done enough damage to the planet, crash and burn suckers!
- Location
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- Location
- Airdrie
- Reviewing
- Shell Energy
- Date
- 2019-09-30
- Comments
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This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2021-11-26
- Comments
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Has ShellBroadband for a week, no WiFi, nothing.
On phone for hours to idiots, and I mean idiots.
New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
Finally another advisor came on phone, Ivor.
15 minutes later, sorted.
Good ole Ivor.
But once my contract up, never ever again.
- Location
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- Location
- BEDFORD
- Reviewing
- Shell Energy
- Date
- 2022-04-21
- Comments
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Absolute garbage customer service useless slow speeds cuts out drops
buffers on netflix getting 2.5 to 20gb speed instead of 40gb
online chat a joke they cut you off
phoneline given is now an answerphone
- Location
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- Location
- Chesterfield
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
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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
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- Location
- Oxford
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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Honestly if I could give lower than one I would. Not surprisingly to see so many bad reviews. Pathetic customer service and absolutely useless broadband service. Gets disconnected so many times, it's slow and poor response and even if it is their fault they will not agree.i wish I had never subscribed to it.
- Location
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- Location
- Bexley
- Reviewing
- Shell Energy
- Date
- 2022-12-08
- Comments
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The worst experience and service I've ever received.If you can do one thing in life, it would be avoid Shell Energy for broadband.
- Location
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- Location
- Aberdeen
- Reviewing
- Shell Energy
- Date
- 2023-01-06
- Comments
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Had this less than 2 weeks, WFH and Shelll unable to help for 24 hrs . So was advised anytime it goes down yiu have to wait 24 hrs to get it fixed.
- Location
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- Location
- E11 1PT
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Comments
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Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.
- Location
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- Location
- Granato
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
- Location
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- Location
- Morden
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.
- Location
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- Location
- Tadley
- Reviewing
- Shell Energy
- Date
- 2023-05-31
- Comments
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I’d give no stars if I could. My landline doesn’t work frequently for days at a time. Currently, I’ve been without a phone for 4 days and no sign of Openreach. I’m supposed to be a priority customer but I can’t even dial 999 in an emergency. They know I’m disabled, vulnerable and don’t use a mobile phone. This is NOT an isolated incident and has happened at least 3-4 times. Broadband is very slow, often dips out and is non existent when there is a fault on the line. Staff are incompetent. Nothing gets resolved. Compensation is not given. Attitude is mañana mañana. Avoid this company like the plague. Shell Energy is a disgrace.
- Location
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- Location
- Clowne, Chesterfield
- Reviewing
- Shell Energy
- Date
- 2023-09-18
- Comments
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they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2023-11-17
- Comments
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After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
The telephone service is also incredibly unprofessional and should be reviewed immediately.
- Location
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- Location
- LEICESTER
- Reviewing
- Shell Energy
- Date
- 2020-07-21
- Comments
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I thought they were cheaper. I had joined them on 20 Sept. 2019. Great mistake. I reported a fault on my Landline SIX days ago. Nobody came to check, though was promised. The Broadband service the POOREST of all I had joined in the past. Connection very slow, it keeps on being cut off. I very much want to DITCH them before my contract ends, if they would let me leave them. Please, please. do not let them deceive you, do not make the mistake I had made. It is the WORST service one can find. I am dispatching to their Registered office, a copy of a BUNCH of REVIEWS by the DISSATISFIED customers. Hope they close down the Company. ----- HA NARAN
- 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.