1,452 Customer Reviews over 37 pages
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- Location
- North East
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
-
I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-05-19
- Comments
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Recently left this company after my broadband was transferred from the Post Office. Lousy customer service and no details on final inaccurate bill. Do not join this company. However, even when you leave it, it does not go smoothly. Really lousy.
- Location
-
- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Its simply shambolic and any 5 star reviews are fake and being made by the customer service team. Avoid. They ignore you "resolver" complaints and are just woeful ive been trying to get a refund of £22 from Febuary. Shocking. I have contacted my solictior who is running a case againt them. AVOID!!!!
- Location
-
- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-04-29
- Comments
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Wouldn't transfer my number over so cancelled my order. I switch providers every 12/18 months and have never been told I couldn't keep my number. needless to say I have cancelled the contract and now have to arrange my cuurent provider to stop the cancellation of my current contract and look for another new provider. I won't be signing up with Shell for anything ever.
- Location
-
- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-11-19
- Comments
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Absolutely NO!
Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother
- Location
-
- Location
- Telford
- Reviewing
- Shell Energy
- Date
- 2021-09-20
- Comments
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After being with the post office for 2 years and never having a single problem, Had to change provider and from day 1 it’s been an awful service. Rang to make a compliant they can’t even find my post code !!!
What company can’t even locate me by post code?
Can take my bloody money tho
- Location
-
- Location
- brighton
- Reviewing
- Shell Energy
- Date
- 2019-10-21
- Comments
-
ABSOLUTELY APPALLING SERVICE, for the 1st month of using this sham balls of a service my Wi-Fi was down for 2 weeks, I was promised a month free which was not good enough from the start. they sent out an engineer after the 5th phone call to complain and I was told I would not be charged for this as this was a fault of their own, I have just had my bill come through and SHOCK I have still not had the free month taken off and I have been smacked with a £54 bill for the engineer I was PROMISED I would not have to pay for, AVOID THIS COMPANY
- Location
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- Location
- Yeovil
- Reviewing
- Shell Energy
- Date
- 2021-12-30
- Comments
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Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
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Terrible customer service. Expect to wait an hour or more for the phone to be answered.
They have cut off my mother phone. She is 87 years old and its an essential life line for her.
They admitted they had not sent out a bill, so that's why it wasn't paid on time.
i settled the bill over the phone and two days later they sent a threating letter to her demanding the money again.
DO NIOT DEAL WITH THIS BUNCH OF INCOMPETENT IDIOTS.
- Location
-
- Location
- St Andrews
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst broadband
Worst customer service
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2024-01-11
- Comments
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In my first property there were connection issues, they wanted me to pay for the engineer to come out I said no but the charged me anyway.
Then I moved house and gave them the 1 month notice as they asked for, for them to cancel my order two days before I moved, and ask me to wait another 3 weeks for installation. A colleague of mine is having issues with them too and they just don't own up to their mistakes. Worst company I've had to deal with.
0/10 do not recommend.
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2020-06-11
- Comments
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Appalling, appalling, appalling. Just don't go near them. Arrogant and totally useless, how are they in business. I WISH I had reviewed them first. Tied in now with this poor company arghhhh.
- Location
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- Location
- Northern ireland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!
Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.
AVOID!!!!!!!!!
- Location
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- Location
- Bury
- Reviewing
- Shell Energy
- Date
- 2022-12-20
- Comments
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Had trouble from the beginning!!
Keeps looking signal.Even when I'm sat next to router.Sent me a twin pack extender.worst instructions going.I can't wait for my contract to end.
- Location
-
- Location
- northwest
- Reviewing
- Shell Energy
- Date
- 2019-03-05
- Comments
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Having read all the reviews i can only endorse the negative points made by the broadband customers of First Utility.This company should not be allowed to offer broadband as it doesn't appear to be able to keep its promises regarding speed etc plus the fact the customer service is terrible to say the least.It costs a small fortune how they keep you hanging on with only an occasional robotic voice and dreary music for company,this might be acceptable if your problem was sorted by them but alas no this is not the case as all they could offer was an engineer in three days time,no offer of compensation only to be told if the hub has been tampered with the engineer will inform you that his visit will cost you £140. So come the end of my contract its bye bye First Utility broadband and thanks to customer service it will be bye bye to gas and electricity too
- 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
- Location
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- Location
- LONDON E18
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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STAY AWAY! They promised service, in the end Openreach attended and said they could not offer even basic DSL never mind fibre - but of course by then old service was turned off - so now I am without and have been for weeks - and they take days to reply
- Location
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Absolutely crap! I was lured by a £95 amazon voucher. The speed is OKish but the router keeps disconnecting my devices and then has a fit itself. When I got the router out of the box I thought it was off wish.com, very cheap looking and apparently also in its operation. I am looking to move next year and am seriously thinking about 'buying" myself out of the contract early
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2021-04-15
- Comments
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Avoid this company.
Given start date.Nothing happened.Told them waited 24 hours nothing.No phone no broadband.
So cancelled it.They now want a years worth of internet and phone paying for.Jokers
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2021-09-28
- Comments
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The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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Shocking service. I am currently on hold for the last hour. My bills have been irregular and not the amount agreed monthly due to Shell amalgamating with P.O. I should pay £25 pm but was billed nearly £70 over a 2 month period and it should not be my problem if they cannot get their 2 systems to work!! I then spent over 1 hr trying to resolve what is happening. My contract finishes in Dec 22 and I will be looking for another provider!!!!! My advise is DO NOT TOUCH SHELL Broadband!!!!!!!!!!
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst Internet do not get tied into a contract with this company
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2023-11-20
- Comments
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Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
- Location
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- Location
- Ely
- Reviewing
- Shell Energy
- Date
- 2023-07-10
- Comments
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Hasn't worked properly from the get go and it's hard to contact customer service as they give you the usual "go online and let the chatbots or help options see to your needs" rubbish. How can I go online when my internet isn't working? Basic logic fault.
Whether it's the router or exchange problems god alone knows as the Qube guy couldn't fix it.
I've had no reliable connection since I switched provider to Shell. Nearly 2 weeks now
I'm disabled and need a decent service to stay connected.
I wish I'd stayed with my previous provider now. At least when I had power cuts the router would reconnect automatically.
I'm frustrated and disgusted.
- Location
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- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2023-10-22
- Comments
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Worst broadband provider ever, constantly dropping the signal, been without WIFI for weeks due to 3 routers packing up, long delays waiting for BT to come out to check their equipment when it's clear to anyone apart from shell that the problem is theirs, cant wait to change providers, absolute garbage
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-04-11
- Comments
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Absolute rubbish! I got conned into getting Shell Energy broadband with assurance that the speed would be faster than my previous supplier. I am forever losing the connection and the speed (when I am actually connected) is far slower. I contacted Shell and they said that I must dismantle the box on the wall and start doing various tests. I have never had this experience before with any previous suppliers. I would not recommend Shell Energy broadband for one second.
- Location
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- Location
- Northwich
- Reviewing
- Shell Energy
- Date
- 2019-11-15
- Comments
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Honestly the worst internet and customer service I've ever received, joined in August and no internet to this day and still no solution and saying I'm the one that needs to pay to leave! AVOID SHELL LIKE THE PLAGUE absolutely terrible!paid nearly 100 quid for internet I dont have and they want 234 quid to leave it's the worst I've ever seen, and I hope to god shell energy can read this!
- Location
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- Location
- Loughborough
- Reviewing
- Shell Energy
- Date
- 2022-10-19
- Comments
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DONT GO WITH SHELL - it should have zero stars. A series of looping automated online systems and a call back system that was designed to call me and instantly hang up meant it was almost impossible for me to get through to make a complaint. When I did I found out that Shell Customer Services is outsourced to a company or companies with employees in other countries who have no interest at all in Shell's reputation or indeed providing a service to their customers. I was given a series of contradictory instructions re returning a router which I had done using the original label provided when I joined 3 years ago. I suspect that the address on the labels then has now changed - whatever I was charged for a router anyway because it supposedly failed to arrive. Four weeks had lapsed and by this time I had lost the proof of sending. To actually send that proof now would be extremely difficult since as above the looping system is designed to make it impossible to fill the boxes to enable you to submit a communication. NIGHTMARE
- 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
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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It is beyond absurd the way this company have treated me. After dialogue with this company about renewing my contract I was assured on multiple occasions that the new rate was in place however they continue to charge me at my old rate hence the multiple staff members I have spoken with simply did not do their jobs as they assured me it was changed yet it has not after multiple assurances. What kind of company employs staff who are simply not doing their jobs and lying to customers? I will now seek legal advice in relation to consumer rights as this company is simply not providing what we have agreed upon in the terms of our agreement. Truly shocking in this day and age that a company treats a customer like this.
- Location
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- Location
- Greenock
- Reviewing
- Shell Energy
- Date
- 2020-09-14
- Comments
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Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department
- Location
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- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Comments
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absolutely appalling WIFI, I've been with shell for 2 years and it feels like a prison sentence. I'm hopefully switching to another company next week or so which I'm relived about. The WIFI is like putting pineapple on pizza and it runs slower than a granny on the way to Tesco. The broadband has a mental breakdown when using more than 2 devices. DONT CHOOSE SHELL ENERGY!
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2021-10-04
- Comments
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As all the other reviews, shocking. I was moved over from the post office and have received intermittent internet supply where it randomly turns off. I’ve tried a few times calling the helpline but I’ve been left on hold for over half an hour each time and given up. I tried emailing but they ignore those too. Just give copy and paste responses. They even tried to say they called me but they haven’t called me once. I’ve researched their service since and found they are a total shambles and have a huge string of angry customers that they just don’t care about. I think a few more of us need to go to OFCOM about them as it’s never going to improve.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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DON'T TOUCH SHELL WITH A BARGE POLE
As of February 2022 my account was 'migrated' from the Post Office to Shell, however the data was incomplete and did not 'migrate' recent payments made by myself to the Post Office.
The result of this is I have received 5 letters from Shell threatening to terminate my broadband service for non payment.
I have written 16 emails to Shell, several to the Post Office, I have sent proof of payment via bank statements and issued two formal complaints.
On one of the many calls made to Shell I was put on hold by customer service for 1 hour and 30 minutes, to be greeted by a different agent who thought it was a new call.
All of the above has been completely ignored, I have been batted back and forth from PO to Shell and vice versa with neither willing to take ownership of their errors.
I have received five emails from Shell telling me my 'complaint has been closed' despite the fact nobody has contacted me and no 'resolution has been discussed or agreed, Shell think it's ok to close unaddressed complaints
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-12-10
- Comments
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So angry with that company. Internet not working 5days. They said someone will come today to look it from 8-13 i called them to say that no one not came and they answer that i ha e to wait more 2 days to see if internet will come back to broadband and then if nothing will be happening they will send someone. I'm so angry as we paying 34.99£ per month and it's only second month we are with them. Disgusting service!!!
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2021-02-27
- Comments
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Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service
- Location
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- Location
- CHESTERFIELD
- Reviewing
- Shell Energy
- Date
- 2022-05-09
- Comments
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The worst company i have ever dealt with.Customer service non existant. Communication company you cant comunicate with.calls not answered after waiting 50 min at a time Passed from one dept to another unable to resolve billing issue.Been to C.A.B for advise they are taking complaint on and will go to Ombudsman.Would never use Shell again as they are incapable of running telecoms service.Please avoid
- Location
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2021-12-30
- Comments
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Another victim.
Switched to cut down on Broadband bills. Will probably work as service unreliable.
Calls to Customer services result in multiple attempts to persuade you to upgrade to same fee as previous provider, which negates point of switch.
Avoid Shell energy slowband at all costs.
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!
I've been forced to go to another provider and had to pay an early exit fee for 289.00.
Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.
Terrible customer services, no the worst I've ever come across!!
- Location
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- Location
- Shropshire Uk
- Reviewing
- Shell Energy
- Date
- 2022-04-22
- Comments
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Absolutely shocking service!! Please read the reviews on this broadband company before you make the mistake me and many others have made!! My contract started 3 months ago and I don’t even have router at my address. The have sent me 3 routers (2 to the wrong address and the 3 one is the wrong router) after countless hours and I mean COUNTLESS HOURS on hold and talking to customer service advisers they have yet to provide me with a service yet take £25 a month out of my account. I have threatened to contact trading standards and there response is ‘sorry to hear that’. I am told it’s impossible to cancel the policy without paying the full £280 contract.
TAKE MY ADVICE AND AND GO WITH BT OR SKY FOR AN EXTRA £2 A MONTH!!
Poor poor poor service. Should he embarrassed of themselves
- 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.