1,452 Customer Reviews over 37 pages
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-10-18
- Comments
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Not long switched to Shell Energy. Broadband received and after four days of Poor quality connection, low range router and speed, called to cancel, only to be told that I was outside of my 14 day cooling off Period when the contract was signed. Despite explaining that I’d only actually had the service four days ago / this was the case.
Spent ages on the phone trying to get this sorted, moving from department to department and in the end have given up trying to speak to anyone to resolve.
They have no customer advisors available - poor quality products and awful service. Reviewing options
- Location
-
- Location
- Stirling
- Reviewing
- Shell Energy
- Date
- 2023-07-07
- Comments
-
Terrible Intermittent Service. Customer Service is hard to get a hold of - when you do, they are rude.
- Location
-
- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2024-01-09
- Comments
-
Utter garbage, the signal is too weak to do anything with, it packed up altogether and it took them 6 weeks to get us back up and running, unable to work from home due to their rubbish WiFi, customer service is a joke
- 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
- Dewsbury
- Reviewing
- Shell Energy
- Date
- 2019-05-17
- Comments
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i never have had a contract with shell or first direct and shell keep sending me invoices for £162.21 which they say is outstanding.i have spoken to there customer relations team who dont no there backside from there elbow,but keep on sending me these letters for a contract i have never had.total rubbish i will not buy anything branded shell.
- Location
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- Location
- Froncysyllte
- Reviewing
- Shell Energy
- Date
- 2022-02-10
- Comments
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Unable to get WiFi coverage unless seated next to the router.
Internet is dropping on a daily basis and so without access at all.
Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
- Location
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- Location
- CHESTERFIELD
- Reviewing
- Shell Energy
- Date
- 2022-05-18
- Comments
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Awful company! Took over post office broadband and in the process left my Grandmother with no phone or broadband whilst still charging her, then had the cheek to demand her old post office router is sent back. Now with sky and happier for it.
- 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
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-09-01
- Comments
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Is there a customer service ? I moved into my apartment got my broadband equipment set it all up but the username was different to the one on the card . So the password would not work no problem I will phone customer service after 4 attempts on the phone waiting 20 minutes plus and trying the live chat and being g number 39 in the queue I sent a email saying your equipment is back in the post to you . For the ratings I can only comment on the customer service as I never got onto the Internet.
- Location
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- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2018-06-23
- Comments
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Cant believe we were sucked in to signing up for broadband with First Utility. We were told we were getting like for like deal that we had with EE and that the price we pay would never go up. Guess what?? The deal didn't include calls to mobiles like EE and the price went up straight away. And the actual connection is shockingly bad. Speed fluctuates so much and almost daily the connection disappears. DO NOT SIGN UP WITB FIRST UTILITY. So I tried phoning customer services and guess what? Couldn't get through, just got put on hold for ages. EE customer service was 2nd to none. And to leave I'm probably going to have to pay a fee. Absolutely gutted.
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2024-01-10
- Comments
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Diabolical!! It's Awful wished we had never changed provider. 2.09 mbps this morning! My recommendation is do not use Shell as a broadband provider, you'll be wasting your money.
- 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
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
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Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
- Location
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- Location
- minehead
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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shocking in every sense of the word robbers and scammers to say the least, i wish i`d have read reviews before purchase because i would have ran a mile, locked into dreadful contract service and customer services are beyond a joke,
- Location
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- Location
- sevenoaks
- Reviewing
- Shell Energy
- Date
- 2018-01-29
- Comments
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So so bad! Made countless complaints and they always tell it is not possible that my speed is half what it was before I switched!It has now halved again! Just waiting the contract out now. I was a gas and electricity customer for many years, I will NEVER use them again.
- Location
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- Location
- Windsor
- Reviewing
- Shell Energy
- Date
- 2022-11-28
- Comments
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New customer that never managed to get the router to connect and the line to work. Spent in total 4 hours on the phone going through some technical checkups. Arranged twice for someone to come out to the property but nobody bothered turning up[...Basically a waste of time money and effort....The hours arranged for someone to be home is impractical. Left work to wait home for your people not turning up to fix the problem is unprofessional and just downright rude!!! Strongly recommend prospective customers to stay away from you lot like the plague!!
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2023-02-21
- Comments
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This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars...!
Do yourselves a favour and DO NOT have anything to do with this bunch of greedy, careless, Liars... Stay well away..
- 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
- 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
- Princess risborough
- Reviewing
- Shell Energy
- Date
- 2022-10-07
- Comments
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Since I changed from bt I findes the broadband goes off and on . Difficult when my heating works from internet. When playing music one song then goes off nightmare
- Location
-
- Location
- wakefield
- Reviewing
- Shell Energy
- Date
- 2023-06-02
- Comments
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Absolutely despicable penny pinching company with no morals or customer commitment. PLEASE AVOID AT ALL COSTS. They have the advertising money to bury these comments away from new custermers because if they knew they wouldnt look twice at this company. please dont be fooled by offers and discounts they are only there to reel you in . once you are in then they have you and will drain as much money as they can legally get from you. please please AVOID ,
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2024-01-10
- Comments
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I have been trying to close an account for an elderly relative and I can honestly say Shell is THE worst company at providing customer support. I have been fobbed off, transfered between teams scattered across the globe at various call centers. The final straw was having the phone put down on me by Bori a customer complaints team member apparently in their Bosnian call center, after being told to 'Get to the point'. Do yourself a favour avoid this shower. Makes me glad I'm with Plusnet - always polite, effective and timely in resolving issues unlike Shell!
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
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Connection drops or only gives me 6mb now for the last 6 weeks, it was working fine before that, tried to call customer service and after 45 minutes I got through but I explained what the problem was and the guy put the phone down on me, I’m now trying to call back but they will be closed by the time I get through. Not fit for purpose, use someone else.
- Location
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- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2019-12-09
- Comments
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getting through to speak to someone takes a minimum of 35 minutes and they charge you for this which is £2.85 each time. They do not do anything they say they will do, so basically avoid them at all costs!!!!!!!!!!!!!
- Location
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- Location
- Tickencote
- Reviewing
- Shell Energy
- Date
- 2018-06-28
- Comments
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Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.
Tried to contact with their customer service. After 2 hours on hold, been hanged out!
- Location
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- Location
- Fulham
- Reviewing
- Shell Energy
- Date
- 2022-06-16
- Comments
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So far I've been with Shell for a short period of time having previously been the the Post Office, which was excellent. Unfortunately they handed over to Shell. It's been nothing but a nightmare. Slow, unreliable, customer service queue too long and the final straw.....trying to pay my bill I use the website to view my bill of course before paying. Each time without fail, it didn't recognise my email address, then didn't recognise my password, when I tried again and it accepted both of these, I got a page saying OOPS SOMETHING WENT WRONG, try again later. Tried later, same problems up to an hour trying to get to my bill, finally get there and go to pay and informed "your have no outstanding bills' having only received an email a day before asking me to pay!! So fed up I decided to switch to another provider, who by the way, is far cheaper. Shell had the nerve to try and charge me exit fee of over £100 justifying this by telling me, I could have called, or had a chat, if their website isn't working. I do not pay bills without viewing them first and cannot access this without wasting an hour. Basically they're brushing me off and blaming me instead of fixing they ongoing website problems. This is now becoming the norm for most big companies, I am now in the process of discussing with the Ombudsman.
- Location
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- Location
- Cambridgshire
- Reviewing
- Shell Energy
- Date
- 2023-04-24
- Comments
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If I could give their customer service a negative rating a would.
As a previous post office customer, I decided to upgrade to a full fiber package in early January 2023- I was repeatedly given different installation dates. Finally on the 21 March I was given a confirmed date for the Openreach engineer to arrive. Suffice to say nobody arrived on the agreed date. Subsequently 2 more engineer visits resulted in a line being installed-but still no internet service. As of the 24th of April(more than 3 months) they managed to achieve nothing.
Dealing with their customer service is something akin to torture with endless recorded messages and options before you end up speaking to a person. They then end up transferring you from one person to another, a process which usually ends with you getting disconnected and then having to start the process again. I'm not exaggerating if I say I've talked with over 50 individuals over the course of at least 10 calls. I've also tried e-mail- which is no better.
In the end they started charging me for a service that was not working. I finally managed to cancel my contract- but I would rather walk over broken glass than have anything to do with them ever again.
In summary, do not under any circumstances sign up with this company- don't be taken in by good deals, its not worth it- choose any other provider.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2023-06-03
- Comments
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Changed to Shell 6m ago and have raised 2 complaints, another was raised on my behalf by customer services. May I was billed £59.80 instead of£21. I was informed the £38 over charge (which Shell didn't know why it was applied) would be refunded. It wasn't, it was applied to my account as a credit. June, I get call from Shell saying I'm wrong and the £ has gone back to my account AND it's £16 in credit as of today. Shell said I'd had a gesture of goodwill for £30 put on my account too (this was news to me)BUT, here's the clincher, only on paper, it wasn't actually applied.... So, £38 - £21(june charge) = £16 in credit on my acc. If they'd applied the GoG £30 my account would be £46 in credit. However I'm told by the guy on the phone I'm understanding what he's JUST said on the phone. Absolutely sick of it, terrible connection that keeps going off, on my 2nd router.... Going to be finding a new providr. I would advise anyone to avoid Shell.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2023-09-21
- Comments
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Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.
- Location
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- Location
- Birkenhead
- Reviewing
- Shell Energy
- Date
- 2020-08-26
- Comments
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I pay for super fibre optic as tbey say but its the slowest Internet i have ever had most of the time its less than 5mbps and it constantly cuts out for hours theres no customer service and theres no website to tell if its a problem on there end even though it is horrendous internet company do not bother.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2018-06-28
- Comments
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Never ever again - I've never had so many problems with broadband in that short period of time (about 2 weeks) in my whole life.
Avoid at all cost.
- Location
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- Location
- great haywood
- Reviewing
- Shell Energy
- Date
- 2019-09-25
- Comments
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Have had shell broadband for the last few weeks but then phone for some reason has now been disconected onthe 22nd September so I have no broadband or telephone line. Contacted shell through livechat but nothing has so gar been done to put the problem right
- Location
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- Location
- midlands
- Reviewing
- Shell Energy
- Date
- 2022-10-07
- Comments
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Absolutely awful. Completely messed up our switchover to them, leaving us with no internet for several days now. Spent hours on the phone to their customer service with no resolution. Avoid.
- Location
-
- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2023-08-14
- Comments
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Had no problems until i decided to switch, my broadband suddenly developed a fault and was constantly going on and off, no help whatsoever from customer support, I would advise against using shell energy broadband awful service and poor speeds waste of money cowboy outfit!!!
- Location
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- Location
- Beds
- Reviewing
- Shell Energy
- Date
- 2022-02-01
- Comments
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Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-02-23
- Comments
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Terrible experience of customer service when Shell repeatedly messed up an already clumsy transfer across of former post office broadband customers. Emails and complaints unanswered, many hours on phone to different call centre staff, each contradicting the other! Avoid.
- Location
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- Location
- Northallerton
- Reviewing
- Shell Energy
- Date
- 2022-09-01
- Comments
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This company is a disgrace. The internet is slow when it works which is rare, the customer service is horrendous we had one customer service agent hang up on us when we said we wanted to leave the company, do no recommend I’d rather use a carrier pigeon than use these bunch of arseholes again
- Location
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- Location
- Reigate
- Reviewing
- Shell Energy
- Date
- 2021-02-10
- Comments
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From the date we transferred from Plusnet to Shell Energy Broadband, we have experienced very poor speeds. Nothing else changed, except the internet supplier. Shell Energy insist that they are supplying the equired speeds to their router. Our frequent speed tests just a few feet away rom their router prove diferently. Their customer service has been terrible, simply trying to justify a terrible service as other have wriiten. Impossible to get out of the contract and now had to raise a complaint with the Communications Ombudsman. DO NOT USE this company.
- Location
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- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-11-13
- Comments
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The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
- 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.