1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Comments
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Terrible customer service, the likelihood of speaking to someone in less than an hour is close to zero, not to mention if you do manage to reach through to someone they might hang up on you imediately - extremely frustrating!
My broadband has been unreliable and slow since the start of my contract and had to have multiple engineer visits. You have tried charging me for the latest one whereas a fault has indeed been found on the line. Your company is simply trying to steal money from honest people and this is absolutely appalling...
One advice - never sign up with Shell Energy, run!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-01-30
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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Don’t do it.
Broadband not working despite activation email. Still not working 6 days on from my activation date. Multiple instructions to turn the router off & wait 30 secs to see if this resolved the issue…
My first bill is likely to arrive before I actually get the service I have paid for. Don’t do it!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-12-15
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-08-17
- Comments
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Think the reviews from others speak for themselves on how bad Shell energy broadband is, how poor their customer service, how substandard the router etc. Finally, after switching away, and putting a formal complaint in (as opposed to the many resorts to calls and 'chat'), we have had offers of 'help'. Yesterday, finally had an admission that the difference with other providers might be that Shell's supplied router might be 'different' to those of PlusNet, BT or Sky that we have had over a long period without such a devastatingly poor service that Shell has offered. Stay a mile away if you possibly can! I have also complained to USwitch for their truly dreadful (and probably not impartial) advice on Shell's supposedly higher speeds than some of their competitors which is what had prompted us to try them out - we have regretted every minute of it - and now being stuffed by Shell with early termination charges! You get the picture I am sure.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Not reliable broadband, keep dropping out frequently, I was unable to have Teams meets on many occasions.
I asked to terminate my contract because of this and was told I will have to pay penalty fee!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-25
- Comments
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inafective customer service, had to complain two times after 6 months of closing the account as they harassed me for a not existing credit. confirming that they deleted the credit, after a month they texted me again about the credit. UNACEPTABLE. TIMEWASTING. INAFFECTIVE.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-12-11
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-09-02
- Comments
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Really SLOW broadband speeds - I changed over to Shell Broadband and the service speeds I am receiving aren't even enough to watch Netflix without heavy pixelation. Their solution: I should be plugging my devices into the router by ethernet cable rather than using wifi. Ridiculous!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
-
The worst customer experience you could imagine. Passed to 4 different people none of whom knew what they were doing. Just kept passing me on and behaving in a totally robotic way. One of them in particular should never have been allowed near a customer.
Do not use this company
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-11-22
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
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Most ridiculous customer service. Waiting times is awful and transferred to 4 people in 3 hours. One took my contact number but did not call me back to support with my internet issue - so annoying. Do not have a refund lack of internet as against their policy. Do not keep notes on customer service issues by the attendant so waste more time on explaining the problem.
Yes had reliable but slow internet with Post Office prior to Shell Energy buyout. But at no point did they write to advise I was paying 32 pounds for 8mbps -until problems occurred consistently and conflicting technical advice (rubbish!).
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-02-17
- Comments
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Definitely the worst broadband provider ever on planet earth. Connection began to drop since December 2019 and have had to call them to repair it for 6 times, with them booking BT engineer for 3 times however after each visit the service begins to go off again after 2 days. I was forced to listen to their t&c every single time without exception even though the person on the phone provides absolutely no help at all. Worst of all is it is not possible to cancel the contract even though the service goes off on a weekly bases and a they’ve had to book a BT engineer over and over again. This company is disgusting and should be avoided at all costs!! Absolute waste of time!!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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This company it's bad end of contract didn't tell after finish pay off finals bill 2 months later ask you to send router back if not return charge £35 very rubbish service
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-07
- Comments
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Absolutely shocked to pay them £30 charge for not returning law quality router. I haven’t heard other providers do that !
Avoid them
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-16
- Comments
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shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
AVOID like the plague.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-14
- Comments
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The worst customer services I have come across in a while. Nobody seems to know what they are doing. Was trying to give notice of cancellation for my broadband service but was nearly impossible. In the end I put it in writing and someone from Shell telephoned me, who, when I answered transferred me to a different department and the operative then asked me “why are you calling today?” OMG.
It’s like booking into the Hotel California. Once you check in you can never leave.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-06-01
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-17
- Comments
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Quite the worst broadband service we have ever had by a long shot. Terrible speeds, far lower than we have had for more than a decade, we have had to pay hefty penalty charges for early departure and then months after we left they sent debt collectors on to us because we had forgotten to return their horrendously lousy router. Don't go anywhere near them...
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-11
- Comments
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Shell's Customer Service is disgraceful.
They don't operate the 'Social Tariff' as do other providers.
They did not contact me when it was time to renew my contract and since have charged me £47 a month, just for landline phone and broadband.
Their bills are badly set out and they include no email address.I have now ditched them!
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
Well worth the switch and a happy customer.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-10-31
- Comments
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Absolutely terrible! Please don’t go near shell energy broadband. My broadband connection is so bad that I cannot FaceTime from my living room or stream even with a repeater when I’ve had no issues with previous suppliers. They then charge you 15 to cease your broadband even once you are out of contract. AVOID AT ALL COSTS
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-30
- Comments
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Amongst the many poor Internet companies I've used over the past twenty years, Shell stands peerless.
Disgraceful service requiring hours of calls with new end product, poor speeds and coverage, now requesting a £250 cancellation fee as they are unable to provide their product.
Avoid at all costs.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-12-01
- Comments
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Worst customers service and broadband
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-01-24
- Comments
-
Worse experience ever
Many website has been filtered to access
Low speed
Please if someone know how can I complain to other organization to cancel my contract with this unprofessional company let me know.
They ignore any complain.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-20
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2024-02-22
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-01-14
- Comments
-
AVOID. Go elsewhere, you will regret signing up with these clowns.
Wish I'd read the reviews before being lured in by the download speeds of 63mbps and low price.
Speed drops off repeatedly every day during the day and in the evening. Tried all kinds of troubleshooting but finally concluded the problem is on their end - they're just completely unreliable. Customer Service is bloody appalling.
Cheap does not = good. Go elsewhere.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
-
Worst company our send bills after bills and do not listen to there customers they should be closed down
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-21
- Comments
-
Is just absolute trash never seen such a bad broadband, TalkTalk all the way
- Location
-
- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-05-03
- Comments
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i wouldnt give this company any stars if i could they keep sking for money for the bill they are ahead of them selfs .now getting tex saying pay or we will cut you off ,,,i was with postoffice untill they bought it ... well shell u can cut me off as no ones answers phone and if u do your rude ive been cut of hung up on then you have the cheeck to send a message to me phone saying im behind with my bill ... do your self a favour and cut me off .useless company .. DONT ANYONE GET BROADBAND FROM THEM
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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DON'T USE
It takes nearly 15/18days to receive the bill which was pass payment day.The bill was not clear on what you have pay, we have now changed our broadband company and now waiting for refund from shell.They told us 10days for refund from August made another call and they said 20days september and just made another call today and they said another 10days so still waiting for our refund.
- Location
-
- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-22
- Comments
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Nice speeds and netflixs works excellent for me.
A consistence and stable connection for quiet a while now.
Switch over was hassle free and exactly what i was told.
Saving money too. Happy days. xxx
- Location
-
- Location
- london
- Reviewing
- Shell Energy
- Date
- 2019-10-13
- Comments
-
Switched from Plusnet because of the cashback deal. Big Mistake. Broadband is very slow.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-05-12
- Comments
-
Customer service is horrific. Made it difficult to cancel. Unresponsive to messages, except for when it might be of benefit to them to respond. Far better suppliers available out there.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-14
- Comments
-
My broadband has failed 3 days in a row. Tried several times to call Shell - one time yesterday held in for an hour then they hung up. Don’t answer emails - zero customer service - should never have gone with them after buying from Post Office. Avoid
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-06-12
- Comments
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Switched from talk talk as they kept upping my bill and I already have duel fuel with first utility no problems very smooth switch no problems encountered happy
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-09-11
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-10-17
- Comments
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In my opinion this company must be run by rude idiots. Although they are supposed to be doing calibration, they give NO warning when the service stops, maddening when playing chess online & winning, never mind skype etc. It's like a very rude person who barges into a private conversation, no manners whatsoever.
They should ASK for permission to do calibration, also giving an option to delay it for a while at customer discretion.
As it is, upload speed is about 0.2 - 0.3 Mb/s, when their competitors have got it up to 0.9.
AVOID this CRAP company.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Comments
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Do NOT go with Shell. I have a small 2 bed flat and the wifi reaches 1 room, and disconnects with every device (and TV) that should be connected on a daily basis. I am now spending every day reconnecting things, resetting the router etc and I can no longer work from home. They also have terrible customer service and wouldn’t allow us to cancel despite the internet literally not working?
Our previous provider was Vodafone and we had no issues whatsoever.
- 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.