1,452 Customer Reviews over 37 pages
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- Location
- Lympne
- Reviewing
- Shell Energy
- Date
- 2019-08-29
- Comments
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Do not use Shell Energy, moved house and was told that they were best provider in area. Advised them not to send router until after we had moved in on 19th July, they sent a week before to an empty house. Broadband and phone meant to go live on 22nd July, no phone until 31st July and Broadband went live on 12th August after many calls. Broadband speed expected to be slow but is even slower than advised at 240k average. Called to cancel service once realised how slow it was to be told that there was a £120 charge to get out of contract early despite being within 14 days of service actually going live. They don't do 14 day back out apparently! Absolute rubbish company, don't go near them.
- Location
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- Location
- Lynton
- Reviewing
- Shell Energy
- Date
- 2023-02-27
- Comments
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Absolutely appalling service. They took over my Post Office account, without my knowledge, and stopped taking any money - then they land me with a HUGE bill. Sorted that in November and I set up a Direct Debit with them expecting them to take monthly...NOPE I contacted them after 3 months to ask why they had not taken it to find they now expected me to pay another HUGE bill, in my reckoning it should have been less than £60, 3 months at £18.99 but they tell me I owed over £370!!! So I ask for an explanation...nope they took it out of my account the same day...I am still waiting for an explanation and will be looking for an alternative provider....steer clear
- Location
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- Location
- lytham
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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this is the worst company i have ever come across,opened two accounts instead of one took ages to sort out over 5hrs of phone calls,loads of problems with service, problems at the moment said will get back in touch with me ,it never happend
- Location
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- Location
- macclesfield
- Reviewing
- Shell Energy
- Date
- 2022-08-09
- Comments
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Called to renew /upgrade contract.After agreeing I recieved two emails first with confirmation of 18 month instead of 12 month.Second email telling I am coming to the end of my contract soon and info on continuing price and an offer higher then just agreed.Customer service person spoke garbled english and had no clue after 23 minutes about my new contract.Then cut me off.Absoultely useless CS.
- Location
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- Location
- Maidstone
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Just awful customer service - would never use again
- Location
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- Location
- Maidstone,Kent
- Reviewing
- Shell Energy
- Date
- 2023-02-06
- Comments
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OK when everything is ticking along. Disastrous at sorting out problems--particularly bills!
- Location
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- Location
- Malvern
- Reviewing
- Shell Energy
- Date
- 2018-10-07
- Comments
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Very slow broadband and First Utility are not interested in improving their broadband speeds. They tie you into an 18 month contract and they know that there is nothing you can do until your contract expires. They have no interest in improving their download speeds because of their long contracts
- Location
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- Location
- MALVERN
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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After a few weeks of phone calls my issue has been resolved, faulty cables so now fixed. I suppose these things happen. Very good customer service today.
- Location
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- Location
- Malvern
- Reviewing
- Shell Energy
- Date
- 2022-07-17
- Comments
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Didn't even connect, just swapped suppliers, waited 3 weeks late now, they still haven't fixed whatever isn't working, they even charged my first bill which they promised they wouldn't until it works. Awful.
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2020-01-08
- Comments
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wish I had read reviews first,worst broadband provider I have evedr had,an absolute disgrace,cannot wait to leave
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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I thought I would change full fibre provider to shell energy broadband as they were cheaper.
What a complete nightmare!
I created an account, sorted out the direct debit details and received all the normal type of confirmations online which one would expect.
I waited for the go live date and activation code which never arrived, the live chat on the shell website always seemed to be unavailable, no emails were responded to so I contacted them by phone.
The first customer representative on the phone didn’t seem helpful and told me to wait another 24hrs before contacting them again, which I did.
The second time I contacted them, the representative was very helpful but unfortunately this is when I was told that my broadband with them wasn’t going to happen because my current provider BT had seized the line! whatever that means.
I contacted BT about this Seizure and they said shell energy had left the change over to late to happen and that in 24hrs my broadband will be cancelled by BT
So I will have no broadband for several days until a provider can provide the router and new contract.
So much for an easy seamless change of providers.
Feel free to draw your own conclusions from my nightmare experience.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2023-04-17
- Comments
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Had an easy switch to Shell. Service even carried on with my old router. First bill accurate. Speed is as promised. Cost is a few quid cheaper than my old ISP and have been promised £100 Amazon voucher. Glad I ignored the bad reviews.
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-16
- Comments
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This company is shocking! i was a post office customer and was moved to shell energy. I have had problems from the get go with the broadband and payments, i've wrongly had a block put on my wifi every month, customer service could not give me a reason to why regardless to the bill being paid. They also charge you £65.00 to spend someone to look at the wires outside, I would avoid this company at all cost they don’t even provide you with broadband.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-04
- Location
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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Existing Shell dual energy client...decided to take the offer and add broadband into my service bundle. Worst switching experience ever. Still not connected 3 days after the e-mail received "all up and running plug your router". Called many times, been on the queue for more than 2h etc... Avoid if you could
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
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The worst company I have ever dealt with. Had no broadband since 20 May ( now 14July) . No explanation from Shell. They have not responded to letters or on- line attempts by myself . You wait on phone until you give up. Dreadful company.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-15
- Comments
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Been trying to contact over contract renewal spent 40 minutes on phone with only music and your call is important to us can't be that important if your not prepared to answer!! Will try one more time if no answer will switch come back post office
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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I have been with Post Office Broadband for over 5 years,, I always pay my bills 12 months in advance (I don’t have/utilise a landline), I have received my 1st bill from Shell!!!,, in October last year(2021) I was £268+ in credit, I pay £17 a month,,it’s now April, I know I have plenty of credit in addition to a £40 credit from the Post Office in the interim,, because of service issues. I have phoned she’ll over the last couple of days,,after 45 minutes the line is cut!,,needless to say I have not spoken to customer svs whatsoever, I also emailed Shell advising with proof of my credit with Post Office,, I received an automated email back stating I was not nor had any credit!!, I know I will be cut off for non payment, but I am in credit until at least the end of the year!!,, this is my first experience with Shell and would advise any potential new customers to STAY CLEAR AT ALL COSTS, I am unsure what to do now as I just would like to speak to somebody from Shell,,my login for Post Office will not work on Shells. Absolute nightmare
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-12-17
- Comments
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I was initially with post office, and by chance my energy company changed gym Green to shell energy. Thus i though I was being charged for energy. However when i called they told me that the energy has not started to charge me yet.
When i study further my bank details, and bill i findout my Internet has changed from post office to shell brand band, without me knowing anything,
My cost was £23.5 now gone up to £37/month this has been going on for 4month. I'm so annoyed and disappointed with both company that how come i have not beem informed. I will take this further.??
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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When joining Shell Energy Broadband. Customer Service staff offered me Broadband for £26 per month which is on their own website for only £15 per month.
Two. Shell energy broadband, Send me my router. it was one day late and the currier did not knock on my door, just left a card and I had to go and collect it myself.
Three. When I tried to speak to shell energy broadband about this, it was impossible to get through to them because the advisor took down my email address incorrectly and left it impossible to access their site/My Account. Getting a phone number that works…impossible!
Four. My ‘go live’ live date has come and gone with no access to the Internet as the provided Wi-Fi passwords are incorrect…unbelievable!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-12-11
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2023-08-20
- Comments
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There are some dreadful reviews here but I can only say it as I’ve found. After a couple of weeks of drop outs (which didn’t effect my broadband only my printer), they sent me a new router which was fine, I happened to mention I had a weak signal in my garage and they sent me two Deco Mesh units free of charge… I get 57 meg all over the house including the garage, all for £23.99/month, so overall I’m happy, I’m on a two year contract, I don’t think I’ll be paying the £45/month after the initial two years, I’ll be shopping around to see what’s on offer!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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Complete waste of time this company, they offer you a deal then increase it straight after you have accepted the deal, stay away from this company, proper misleading cowboys
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-10-16
- Comments
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I regret switching to Shell. Don't do it.
1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.
2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.
3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-03-25
- Comments
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Don't use this company. Their customer service is appalling. If you have any problems or issues they won't help you. As soon as you've signed their contract, that's it, they are not interested. Shell got my order wrong and I ended up with the lowest broadband speed and not the 'plus' service. Unfortunately, I didn't realise as I have brain fog from chemotherapy and now the 14 day 'cooling off' period has passed. They won't put it right for me. It wouldn't take much effort to give me the broadband speed I thought I had signed up to. They made the mistake in the first place; my only crime is that I didn't spot that when they sent their confirmation email. Where are the companies whose attitude would be: "I can see a genuine mistake has been made here, even though the 'cooling off' period has passed, I can change that for you"? It really is no skin off their nose to rectify this. They just don’t want to. In fact, the customer service person I spoke too, made it clear it was my fault as I didn’t check their confirmation email properly. Try living with a terminal cancer diagnosis and let me know how many things slip your mind. Next stop, Facebook, Instagram and Google.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
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DO NOT USE! Took over a week to get us set up after the go live date because no one wanted to do their job, took filing an official complaint before they even looked at it, then when trying to leave placed a cease order on our account so no one else can take over, trying to leave us without internet for two weeks. Frankly 3 mobile provided better internet when I had to use 100GB of mobile data in a week when it wasn't live.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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I have been without Internet for 4 days now. Anytime i call, i have to be on wait for almost 3hours. If am lucky and someone answer, they just take my details and hung up
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
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Not very helpful to people who have fallen on hard times due to covid. Asked for an extention to pay my bill by a week from now and have been told they will suspend my services anyway until it is paid. I got laid off from work for a few months and only just been able to go back and am still awaiting first wage. Cutting me off means I can't do my job from home meaning I don't get paid! Not very helpful shell energy! I'll pay my bill then ill be looking elsewhere!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-02
- Comments
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Was meant to of been connected to phone line for my broadband on the 28th of November did not hear anything by the afternoon after waiting in so phoned only to be told that they drop it been cancelled he would find out what was wrong and phone me back possibly the next day I did not hear anything by the 2nd of December I phoned to find out what was going on only to be told that they would connect me without any waiting but I complained about not receiving the phone call and not being kept in the loop customer service appalling I would write them as a zero
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-10-01
- Comments
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AVOID AT ALL COSTS!!
Absolutely the worst broadband provider EVER! It even takes the title over from when we used to be on dial up.
It's slow as a snail but the that's not even the worst part of it.
It drops connections over 50 times a day. Trying to have calls with work without interruption is neigh on impossible. I can't wait to switch once I am out of contract. Pay the extra and go with a known established brand!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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Shell recently has taken over from the list office, had loss of connection for over four weeks,I've sent numerous emails & tried to phone them but no response..Appalling Service
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-08-10
- Comments
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Simply the worse, shop around if your already locked in a contract with these cause some companies will pay your contract out like Iv luckily had done. 15 months of absolute garbage lmao
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
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utterly trash. frequent signal outages. over half the time, the signal will be gone entirely, flick back on for a few seconds, then be gone for a good 10-20 seconds. the speed isn't remotely close to what it was advertised and, using speedtest-cli, i lost over 80% of my packets. would not recommend, ever.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2017-11-22
- Comments
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Very good, and cost effective, never had an issue, had a fault found out it was an outage in the area, bit annoying but it happens and openreach fixed it.
Also im on the Ultra First, i was advised on estimated speed range, same as all other providers on openreach network, such as BT, Sky, Plusnet.
Ultra First Broadband 34.99 speed up to 76mbps my estimated speed range is 40-67mbps (im not going to expect 76mbps come on guys) it all depends on how far you are from the exhange.
I have no issue with First Utility seems straight forward cheaper then the rest
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-07-06
- Comments
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Wifi is fast, but drops out at least every hour. Router stays green but no internet to any devices. Customer service has been abysmal. Advised that wifi was not guaranteed and because it was still providing a service via ethernet, it was not a problem. Over 2months on, they are now sending a booster which may solve the problem, but was not required with my previous provided. Definite issues with Shell router software.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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Shell Energy Broadband rip-off
By far the worst, unprofessional so call company provider. As from other reviews, i.e. Internet connection not too clever 1st year when calling up to notifying about their Internet connection, you get charged for this call. However, after my one-year contract, phone calls are now three. After having so much trouble I have decided to get another provider, notice was given. However, after my cancellation, they continue to take payments. I did lodge a complaint and received a reply within the same day, saying that they looked into it and I will be getting a refund. However, no refund 2nd month another payment taken after sending emails and phoning no refund. Another complaint was lodged after speaking to the adviser, asking me to provide evidence that I have no payment. Therefore, I sent my bank statements, in which clearly shows no refund was paid then I received one payment of £18.99.? However, my payment was £19.00 a month. I don’t know where they got that other figure from 2 months on receiving phone call from receptionist I requested to escalate my complaint several times and also by email. Eventually supervisor did contact me. I inform the supervisor that I requested to speak to somebody in authority. However, this was refused to have received another payment of £16..... An outstanding balance over still owed after 3 months of £2... As this has now affected my health is costing me money by phoning them, etc I will not follow it up as I find this organisation very rude, unprofessional and never fulfilled their promises. I don’t know if it’s just a rip-off or unprofessional people. However, shame on shell energy broadband, unbelievable.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-12-01
- Comments
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I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Customer service hard to get hold of. Internet security poor. When internet went down I needed it and as I could not contact them got another supplier. When I finally got through to them ; they blamed me and refused to accept their equipment could be at fault. I am with a other supplier and no problems. They took over my gpo contract and kit was pretty old. They don’t want to listen to you.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-13
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-11-09
- Comments
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The whole experience has been awful. The connection and Wifi is very slow and doesn’t even extend to the next room. Customer service is horrible and when we try to cancel they ask for £300 cancellation fee. So we have to wait 18 months with the horrible WiFi. Do not buy this!
- 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.