1,452 Customer Reviews over 37 pages
-
- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
-
I am a former home phone customer but when I left Shell they claimed I needed to send back a router, or pay a £35 penalty. I have never been given any equipment by Shell. On receipt of a letter demanding return of the Shell router alleged to be in my possession in November 2022 I phoned Shell to point this out. They promised a note would be placed on my file to stop demands for payment. Out of the blue today (24 Feb 2023) I received a text demanding payment of £35 today to avoid a negative credit reference file. To add insult to injury the payment link in the text was broken. I have been in contact with Shell today and unfortunately the payment demand will take 3 days to cancel and they cannot tell me whether my credit reference will be impacted. This is now causing me considerable anxiety as well as already taken me a lot of time to sort out (the usual our lines are busy fiasco). I would recommended that people steer well clear of Shell Energy Broadband.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-08-17
- Comments
-
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
-
- Location
- Herne Bay
- Reviewing
- Shell Energy
- Date
- 2021-11-16
- Comments
-
The broadband speeds have never matched those that I signed up for, never even reaching the lower end of the range. Since beginning of October I am sometimes operating on less than 1Mbs. Customer service take more than a week to respond and the chat service can't intervene with an open complaint. Six weeks of seriously substandard service, although, of course, they do regularly take the monthly subscription. Shocking, do not touch this company!
- Location
-
- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2022-11-29
- Comments
-
I pay for 38m and regularly receive far less. ATM 5.8 and 1.6.
Read the reviews and go else ware.
- Location
-
- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-12-21
- Comments
-
My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible.
4 days later open reach have attended and my line is fine, now ringing customer service at this point consists of being hung up on several times, being rudely advised I don't understand the royal mail strikes, being told that Shell won't even consider me sending a courier to collect a new router, let alone them send it via a different courier, so that new router I suggested 4 days ago is going to make its slow journey to me only now.
Complaint made, call handler was actually understanding unlike her other colleagues. I have had a credit made to my account which is great. However 11 days of no broadband later, new router is here and it's not working again, not even attempting to connect and yes I call Shell and I get through easily enough and tech guy understanding and pleasant but it's been 11 days without any service and Shell are just going to send yet another router in the hope that I have had just been extremely unlucky with my routers and a third one will do the trick. So day 11 of no service after only joining them less than 6 weeks ago. Man I wish I had stayed with Vodafone now, dam cost of living trying to tighten my belt and save a few quid, well it has certainly backfired!!!!
If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don't value the customer and their service is absolute garbage. AVOID AVOID AVOID
- Location
-
- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
-
As with the majority of reviews, this company is simply the worst I have ever come across. Two weeks after signing up, my internet failed. After hours of being on the line and being passed from one person to another. Anyhow, after the most inept service I cancelled my direct debit and went to BT. AVOID THIS COMPANY AT ALL COST.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
-
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
-
- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
-
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
-
- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
-
If I could give minuses I would. Their service is appalling and customer service non-existent. They're still chasing me for router return and this month's payment. I left them on 27/6 after they ignored my complaints for 4 months and the router has been returned. It was ex PO, so no use to them anyway. I had to deal with all their crap at the same time as my sister received a terminal diagnosis and died on 1 May. AVOID AVOID AVOID.
- Location
-
- Location
- Central Scotland
- Reviewing
- Shell Energy
- Date
- 2018-07-25
- Comments
-
(First are just a TalkTalk reseller by the way). The ISP that doesn't supply you with the password for your own broadband. The PPPoA password is preinstalled on the router and hidden from you, ok. Want to change from their cheap, disfunctional router? You'll need the password, obviously. Try emailing customer service and they will systematically ignore repeated requests to supply you with your own password. To the extent that it is now being taken to an ADR. Quite surreal.
- Location
-
- Location
- chester le street
- Reviewing
- Shell Energy
- Date
- 2019-06-16
- Comments
-
absolute rubbish. didn't like shell's predecessor 1st utility because of talk talk involvement but this is worse. continual dropouts,frame freeze, inaccessible internet.continually rebooting router.simply cannot sit down and enjoy watching without the above at any time of day or night. i'm done
- Location
-
- Location
- harrogate
- Reviewing
- Shell Energy
- Date
- 2022-10-20
- Comments
-
I have nothing good to say about Shell Energy broadband. Ignore their speed figures because you won't get anywhere near. Customer service is a shambles.
- Location
-
- Location
- Cullercoats
- Reviewing
- Shell Energy
- Date
- 2023-10-24
- Comments
-
curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose
- Location
-
- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2020-07-07
- Comments
-
Worst service of a broadband provider ever. Wish I had read the reviews of others before signing up to this company. Service agents can't or won't respond to emails to get my line and broadband fixed. Company will not issue a deadlock letter so can't even get the regulator to look into complaint.
- Location
-
- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2018-12-05
- Comments
-
Very very disappointed that companies like this exist these days. The customer service is shocking and they use outright fraud to retain customers who find them out.
Look for reviews and talk to a customer service rep before committing...trust me...this is the first time I ever feel angry with a company as I feel defrauded.
First Utility were due to install broadband on 5th December. By which point I'd had a little contact with them to try to arrange an alternative installation date, and realised that they were incredibly aggressive, arrogant and inflexible. The individuals I dealt with weren't the root cause, I felt they wanted to help but referred to 'our policies don't allow us to do this' or 'I'd get hung for this', etc...
Anyhow, the day the line was due to be installed the engineer couldn't install it and said first utility should have known this as this engineer mentioned there were challenges installing this line in our postcode.
So I ended up being charged for internet without internet!!!
So I phoned them expecting some apology or action, and what I got was too late, that's always a risk and we will install it when we get a chance, when pushed, they said a couple of months at best. In the meantime, I'm expected to pay for using my non existent broadband.
I then said this is shocking, I would like to leave first utility to which they said you will have to pay £136.60 early closure charge. I calmly explained the 14 day returns policy to which the response was, oh that won't work because first utility start the 14 day counter 15 days before you get your broadband!!! I said you're having a laugh to which he explained, it's probably not fair but my hands are tied. Is this not fraud? I hope this review helps you. I am fighting this out of principle and have joined virgin media who got everything working within 2 days and start the 14 day returns counter AFTER you get the service.
- Location
-
- Location
- Worcestershire
- Reviewing
- Shell Energy
- Date
- 2022-02-25
- Comments
-
Shocking customer service ,they put me on hold over an hour,they did this twice .I wanted to end my contract .they never messaged me back or callback .when I did get through on the phone eventually they lied and said they would send me an email to confirm my cancellation, ive never received this email.then they sent me a letter confirming cancellation. That was two weeks ago.yesterday I got two more letters off shell energy ,one stating my broadband contract had ended ,the second letter stated my direct debit was just set up ? I checked with my bank ,and after I cancelled my direct debits with shell,they took the liberty to set up a new direct debit, shocking treatment.the bank have had this happen before off this company ,we were with the post office before they sold to shell.I would avoid this company like the plague .absolutely shocking shambles .
- Location
-
- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
-
Immediately after migrating from PO to Shell, I lost the ability to receive calls, thats when the problems started, Unable to communicate, keep getting replies saying I am unrecognised though. Now migrated elsewhere but the problems still keep coming, it seems I am now required to return the router but where to? if anyone knows where these routers should be sent, please tell me. Money Claim On Line looks a decent bet to get back my sanity.
- Location
-
- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2024-02-07
- Comments
-
Changed providers, due to start Feb 2nd, now the 7th, still waiting for phone line, broadband working but very poor, 88 year old mum with a lifeline pendant alarm service that does not work now so at risk.Customer services a joke, not interested, 2 hours on hold after initially speaking to someone so gave up, next time uninterested and unhelpful, blamed EE, blamed open reach, everyone but them. Why give a date when you can't port a number. Temporary phone number was offered but nothing.
- Location
-
- Location
- york
- Reviewing
- Shell Energy
- Date
- 2018-07-09
- Comments
-
If you go with this company for Broadband you will pay for something they can't deliver and YOU'll BE SORRY, AVOID this company and its broadband.
- Location
-
- Location
- 52 Glenpark Drive, Hesketh Bank. Preston
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
-
Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
-
I was a post office customer and then Shell took them over. I recently had my broadband suspended (DD had failed in April) I called them up to discuss 50 mins I finally got through to someone. They had tried to take a payment twice and it failed but the email on the second failure said they would try again in 10 working days (money would have been in the account then. The call centre operative said I was on a manual payment.
So they had not been able to take any money since then. I am not one of those people who check every direct debit but know that each month there is a certain amount for bills that comes out.
But... they continued to rack up my monthly bill until today I had to pay £110 and there was no policy. They said their rules where it had to be paid. I work from home and need it so had to pay.
So long story short 1hr 40mins on the phone.
Held to ransom over their policy of suspended accounts
Billed for 4 months without knowing there was an issue
Filled a complaint with them.
Going to the financial ombudsman as I think their trading practices are a bit dodgy
- Location
-
- Location
- Fylde
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
-
Got sold over by post office broadband.
Service went down hill, no connection for days, email telling my new price, then billed roughly £10 more.
Website is useless, trying to contact them is unnecessarily difficult.
Avoid them.
- Location
-
- Location
- Caxton
- Reviewing
- Shell Energy
- Date
- 2022-11-19
- Comments
-
Terrible service, slow speed, constant breakdown in email account !
- Location
-
- Location
- Cheshire
- Reviewing
- Shell Energy
- Date
- 2023-12-17
- Comments
-
I’d give minus stars!!
I’d give minus stars!!!
This company are scammers and a joke! I was originally with post office and then they automatically switched me over to shell energy! The first thing I will say is the internet never worked it was the worst internet I’ve ever had in my 30 years! Anyway it’s £25 per month so u get what u pay for really! I rang to change the direct debt details as I had changed banks, I was told this was done but it hasn’t been, therefore they charged me a direct debt return amount! I rang again and they told me that I owed money for a month on the account which was 3 times what I had normally been paying! I was happy to pay the monthly amount but they wanted £80 for September only I looked at bank statements and I was all up to date with payments and they were not having it, they said I was out of contract so I signed up again to a similar amount to what I had previously paid. 15 days later (just out of cooling period) they tryed to take the money from the old direct debt again (incompetent) I just told them I would cancel as the new contract hadn’t started yet and wasn’t due to be paid untill 20 days later, they said I would have to pay a cancellation fee, now this really f me off as it wasn’t my fault they didn’t change direct debt, wasn’t my fault they hadn’t contacted me to say my contract ended, and I didn’t even sign up with shell energy in the first place, now few weeks pass and they have sold my debt of £80 which should of only been £25 onto a debt collection agency! I then received threatening messages from shell energy by text by email by letters, so I paid the outstanding balance which was £200 (cancellation fee) I have no 3 months later received another email to say I haven’t sent the routed back to them and now owe them more money, I didn’t receive anything to send the routed back, after paying out money I shouldn’t of had to right before Christmas they are now changing me for the router aswell this company is a joke and can not do simple tasks or communicate with there customers leaving the customer out of pocket and distressed AVOID THIS COMPANY
- Location
-
- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2024-01-13
- Comments
-
Honestly never had worse connection that with this so called broadband, I had better internet connection 15 years ago when I lived in the countryside and the local travellers had stolen the copper phone lines. Don’t even bother signing up, you will barely be able to watch a YouTube video.
- Location
-
- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
-
They stole a month off the PO account we had.
Average wait for poor contact service an hour.
Email arrived on same day apologizing that it was late.
TOO LATE TO CANCEL ORIGINAL CONTRACT
Cancelled on same day as taking out new contract after yet another run around trying to speak to billing.
This company is a shambolic waste of space and you should avoid it completely.
- Location
-
- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2022-11-19
- Comments
-
TOTALLY INEPT! My mother has had no phne line sine they cut her off for essential works on 10th November. She has a pay as you go phone and has used all her credit trying to call them. I was on hold in total for over an hour being passed from one imbosil to another hung up in the end due to my phone bill. Get you act together Shell and fix my mothers line NOW! 86 years old nad no contact service available shame on you bunch of inept idiots!
- Location
-
- Location
- PRESTON
- Reviewing
- Shell Energy
- Date
- 2023-07-13
- Comments
-
One of the biggest mistake my in my life is using shell energy broadband.worst customer service,lies,WiFi no working, oh my god I can't explain..
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-25
- Comments
-
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
-
- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2022-01-21
- Comments
-
Poor customer service, they are not easily accessible, was speaking with one few minutes ago and she just decided to keep mute without giving an explanation. In short I am done with Shell broadband
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
-
I have been a customer with Shell Energy Broadband since June 2021. It was recommended to me by a staff member at Curry's who must have been on commission to recommend Shell Broadband. The Broadband service is very poor. I have to reboot the router 3 to 4 times a day as it I lose connectivity every day. Shell Broadband do provide a FAQ to fix connectivity issues but this did not work for me. I would recommend that you do not change to Shell Energy Broadband even if it is cheap as you do not receive good service.
- Location
-
- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2020-10-26
- Comments
-
First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
- Location
-
- Location
- SE28
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
-
The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
- Location
-
- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
-
Worst broadband I have every had. Cant contact as they make it impossible to speak with someone so used email to communicate and told my speeds are as they should be. I only stream but have no confidence that I can watch without constant buffering so have lost confidence completely. Should come with a warning when a company is this bad. Currys pc World should cut all ties and I will put this to them next time I am in the shop, sold a contract that will waste 18 months due to bad connectivity
- Location
-
- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-10-08
- Comments
-
After Shell took over Post Office I switched due to terrible connection, lack of customer services and increased rates. I returned the router but they still want to charge me £35 and not refunding my credit despite several emails and phone calls. It is dreadful and sad that an energy giant is meddling with people's money for few pounds
- Location
-
- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-04-28
- Comments
-
Complete disgrace. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat your now ex loyal energy customers. Of course I will now be switching energy companies. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some random reason. Passive aggressive behaviour. i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these people push you around.
- Location
-
- Location
- East Yorkshire
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
-
Absolutely ridiculous excuse of a company! They tried to charge me £84 for a missed engineer appointment which I was in for. I spoke to so many people through live chat and by calling customer service and they kept saying it was sorted but nothing got sorted. This issue started at the end of January and has just about been sorted today. They said all they could offer was an apology because of how disorganised this company is. Avoid!!
- Location
-
- Location
- Whitworth
- Reviewing
- Shell Energy
- Date
- 2021-10-15
- Comments
-
I have had a living nightmare with Shell Energy.
I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.
When I called to make a complaint I was told I failed Security and they couldn't talk to me.
I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?
I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.
This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.
Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...
If you're one of them God help you!
Don't go near these if you have the choice.
- Location
-
- Location
- Galashiels
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
-
Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
- Location
-
- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
-
Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
- 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.