1,452 Customer Reviews over 37 pages
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Be aware before signing up! Transferred from PO after 15 years with them. Customer service terrible. Can't get to speak to right person after waiting ages on the phone. No response to email in 3 weeks. Contract expired 6 weeks ago and they are now charging £40 a month for calls and 3mbs broadband because I have not taken out new contract with them. Signed up to another provider but Shell have refused to transfer my phone number three times even though Ofcom say that they should. I am now having to change my number to get away from them.
- Location
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- Location
- Littlethorpe Leicester
- Reviewing
- Shell Energy
- Date
- 2021-11-25
- Comments
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Absolute waste of my hard earned money slow unreliable wifi
I'm not receiving the service I'm paying for
- Location
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- Location
- LIVERPOOL
- Reviewing
- Shell Energy
- Date
- 2022-05-16
- Comments
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Customer Service is very poor. Constant long wait times and you can never speak to anyone. I will be changing provider once this contract is over.
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-12-18
- Comments
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Been without broadband for 15 days now. Customer service is very poor.
- 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
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2023-04-03
- Comments
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Not a bad broadband service until you need help with loss of service. Endless call steering options with advisors endlessly tranferring you to different departments. Automated payment sysyem doesnt work.
Internet itself is great, just frustrating when you want an answer.
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2020-07-24
- Comments
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I am appalled by the lack of service provided by Shell energy. After attempting to contact Shell Broadband 3 times to cancel and not getting through to them in addition to sending a letter of complaint (with no reply) I am disgusted.
I have been left with no other option but to cancel my direct debit until someone finally rings me to request payment.
DO NOT TOUCH THIS COMPANY!
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-12-05
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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Been with shell for 4 months and for the 2nd time I'm left with no service. 10 days in total now. Customer service is non existent and that's when you can actually get through to someone. I've had to go out and buy a mobile router because no one at shell is interested in sorting the problems out yet I'm still expected to pay my bill on time. Keep away from this company. I'm sorry I switched
- Location
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- Location
- llanafan
- Reviewing
- Shell Energy
- Date
- 2022-08-12
- Comments
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service stopped working for 3 weeks
changed supplier but unable to cancel
old service tried 5 times and still getting billed for a service i do not want
- Location
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- Location
- Llandeilo
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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I have been transferred from post office to you since January 2022 , it is an online account and therefore I need online access, every month I am forced to open the account on the net as the app is useless and does not recognise me no matter what I do , even when they send me reset links the do not recognise me so I am forced to reset my original password to my ORIGINAL password? To access my stupid account , then when you get onto the account the end of contract date is not displayed surly this is against the law as the price rises if you miss a chance to change the tariff??? , then I try ringing the customers service team explaining all this rubbish to the to put me on hold and cut me off , they are useless, I will be leaving at the end of my contract as the don’t give a hoot about customer service , I have informed you “shell “ as you do not put in writing the end of date contract and the difficulty accessing my online account , if I miss this I am not going to pay the extra charge and as you don’t have access to my bank account best of luck getting it from me , in fact until you make my online account easier to access I am not paying you in future , let’s see how long it takes you to sort it now , I can bet it will be with the utmost haste now .
- Location
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- Location
- Llandudno
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
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Awful service,I have had no network connection for almost two weeks. Endless hanging on for technical department. No replies to emails sent.
Promised call back within 24 hours, nothing.
Had no choice but to change provider even though I’m still in contract.
Of course I’ve had an automated response from Shell charging me for leaving.
- Location
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- Location
- LLandudno
- Reviewing
- Shell Energy
- Date
- 2023-06-17
- Comments
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Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill. Many phone calls where they had told me I hadn’t returned the router (I had) and several final bills which included charge for non return of router. I asked several times for correct bill and they eventually without warning referred me to collections agency. I called the agency immediately and they had the correct amount which I paid over the telephone immediately. Avoid this company Poor Broadband and extremely poor customer service.
- Location
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- Location
- Llangollen
- Reviewing
- Shell Energy
- Date
- 2020-10-08
- Comments
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We have just about given up on Shell Energy Broadband. There are major issues with the speed dropping to the point where you can't even load a webpage (streaming is out of the question) or the service disconnecting for up to a week. It has been continuous different issues while we've had Shell Energy Broadband and we're now looking to find a different provider.
- Location
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- Location
- Llangollen
- Reviewing
- Shell Energy
- Date
- 2019-11-27
- Comments
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We have infrequent disruptions of service but when it's disrupted it is 5+ hours where the connection disappears every 1-5 minutes.
They have sent out engineers to find the fault, concluded it wasn't local and left it at that without sorting the problem.
We are moving to a different ISP as this is intolerable.
- Location
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- Location
- Londin
- Reviewing
- Shell Energy
- Date
- 2019-01-09
- Comments
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Changed over from EE on the 18th, changed cos it was half the price i was paying with EE, but not even a month yet and it keeps crashing, not happy, going back to EE
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Never experienced such terrible customer service - clearly got no process in place for working effectively with OpenReach, delay after delay, engineers turning up without a clue what they are doing. I'd avoid at all costs as I've wasted 2 months trying to get this sorted. When I told them I was cancelling and going to BT because they will likely be better at wrangling OpenReach the operator just said "yeah probably" - even their own people know it's not good enough.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-17
- Comments
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Never had any issues with speed or reliability, but when it came to leaving the whole customer experience was terrible. The only way to view my final bill was to log into my account, which I couldn't do because my account had been closed, and communication in general was terrible. Shell deliberately neglect to tell you until the last possible moment that you have to return the router or pay a fine. By this point I had already moved out, having decided to leave the router connected for my tenants for a couple of days. If you dispute this fine you are simply told 'it's in the terms and conditions' (that you read 18 months ago). Any company that takes customers for granted like this doesn't deserve your business! Will not be using again or recommending to anyone else.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-06-21
- Comments
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NO stars for this company, it is shame not having no stars! The 4 people I have got in touch do not have any idea how to resolve problems apart than cancelling my order! Really bad
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-10-16
- Comments
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im paying 3months now for the internet and i don’t have it !!! im waiting for the engineer every week and no one came , really disappointed with them i just want to cancel everything , costumer service awful, the are lying every time im contact them
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-30
- Comments
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I did email them 7months ago te cancel my broadband contract even called them they still keep sending me bills until this month over 100 pound I did switch to a different broadband provider 7 months ago what a cowboy company are they my god i think i have to go and meet my solicitor
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Comments
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Shell has not been taking out their payment on time and waited for two months before doing so. I have called Shell on many occasions, and still no improvement. The service is awful and I WILL NOT be renewing my contract. I had no such problems with the POST OFFICE. It takes over an hour before calls are answered.
Anyone reading this AVOID Shell broadband.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-13
- Comments
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I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-17
- Comments
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Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
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The problem with Shell isn't the speed/reliability of the broadband, it's the problems you have when you want to leave.
They will make an almost-blind charge of £23.99 for your router. They supposedly give you an opportunity to return it at the end - but they won't provide return labels, albeit they say they will. You'll have to chase but they will not arrive. I suspect this is because they don't want the routers returned as they won't be able to re-issue used routers for new customers; they will only have to discard them. I called on several occasions and every time I spoke to a Rep I asked that they send the return label via email whilst talking to them, but they all refused to do this. Rather they disappeared for extended periods to talk to a manager. This was obviously because they didn't know how to handle a request they couldn't honour. They have all been instructed to tell customers that the return label emails will take time to send which is a nonsense. It would be a simple email with a label attached, so no reason whatsoever for a delay. There is no formal complaints system which Shell are obliged to offer and customer service (as such), is nothing more than a call centre of staff who provide the misleading Info they have been instructed to give.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-08
- Comments
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Terrible service for shell energy broadband customers. Eternal long contracts where you have no rights in terms of speed, which is far below the contract and what they promise. You can’t even cancel without hefty cancellation fees even if you are moving home where the service is not provided. You call service and all they want is to screw your over. Been trying to get rid of them for ages. I returned the router asap and paid for the usage I had. I also submitted a formal complaint and there is no mercy, no help when you wanna leave due to all this shortcomings. Avoid!! If speeds are slow they don’t care and charge! I wish they would let me go without further trouble and hefty fees when they provided awful internet for months and they still punish the customer. Horrible! Avoid at all cost.
- 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
- 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
- london
- Reviewing
- Shell Energy
- Date
- 2017-08-23
- Comments
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Paying for 78 mb when only getting 32-40. My last isp was able to give me 80mb. not happy at all
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-27
- Comments
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Totally disorganised. Issued me a bill for £35, then a reminder and finally referred me to their debt collector over non return of a router. I had returned it, had the proof, and repeatedly told them I'd returned it. Never again.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-03-17
- Comments
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Appalling customer service! Since they have taken over my broadband they have repeatedly sent threatening emails about an unpaid bill, which simply isn’t true. I have a long standing direct debit.
I have spent two weeks trying to contact them via phone and email with zero response. Do not sign up to their broadband service - they are utterly useless.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-10-19
- Comments
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We are 2 weeks in with Shell Energy and I wish we had never signed up. Their internet constantly drops out (if using facetime/ wifi calling you will get cut off which actually happened on the call to them). Speeds are averaging 1-3 mbps not the 35 mbps promised, despite having no problems with other providers and being signed up to faster fibre also. Customer service non existant, no attempt to fix just bully you by saying an engineer can be called but you will be charged £120 if not their fault- how is this proved & why I am being blamed. They are not providing a service and don't escalate. Just don't sign up and spread the word
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-20
- Comments
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It has been 20 days still no internet nor has the order even been confirmed.
I'm stuck in the middle, they won't cancel the contract nor set me up.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-23
- Comments
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Shell has been an appaling service.
WiFi barely working, many times we couldn't even load a YouTube video.
Hidden charge if you don't return router and to find the label I had to call the customer service because they don't provide any information to you.
Returned the router and we were still charged.
DO NOT GET THIS EVEN IF YOU SEE A GREAT DEAL.
If I could put 0 stars I would.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-05-12
- Comments
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This is a warning to all people considering Shell. I signed up for "fibre" in April 2020. Shell are my gas/electric suppliers. I was previously with TalkTalk (normal, non-fibre connection) and before that, PlusNet (so I know how to switch and I know how to track speed!). Immediately I saw a massive drop in speed. TalkTalk non-fibre was about 15mb in the middle of the day (I'm in London, zone 3). Comparatively, Shell "fibre" never goes above 1-2mb. Indeed, it's so bad that for large parts of the day, SpeedTest etc. simply says "no connection". Do NOT switch to Shell, they are simply simply terrible. This is nothing to do with Covid; they are simply a business that believes in over-selling and the result is that people like me are desperate to leave them.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-06-06
- Comments
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Just don’t, 1 week no internet or phone line, multiple calls no one is willing to help or give information, except generic technical problems, wait 48hours until it now reached 1 week. I cancelled my order completely, but apparently need to give them a call again on another day as the one I spoke to does not deal with that situation. So totally useless
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-09-19
- Comments
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If you don't improve broadband speed and continue to ignore customers comments definitely everyone turns to another supplier.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-08-14
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID 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.