1,452 Customer Reviews over 37 pages
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- Location
- Manchester - Hyde
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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AVOID AVOID AVOID. If I could have given Shell Energy Broadband no stars I would have done. Allocate yourself plenty of time when ringing Customer Service. All I was trying to do was inform them of a change of address. I rang several times on different days at different times of the day and after waiting for over two hours listening to their annoying music I gave up still not knowing what number I was in the queue. When I finally got to speak to someone they were not helpful, abrupt and cut me off even though I never shouted or swore at them, they didn't like me telling them how bad their service is. Their online chat and email service are just as bad. I have now terminated my contract and they are going to charge me an early termination fee of £125 which I am going to have to pay to rid myself of this rubbish service. AVOID AVOID AVOID.
- Location
-
- Location
- Manningtree
- Reviewing
- Shell Energy
- Date
- 2020-12-07
- Comments
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Shell Broadband was absolutely fine until something went wrong! Dealing with their tedious , uneducated customer service staff is probably the most frustrating experience I have had with any supplier in my lifetime! Poorly trained staff with lengthy hold times. Usually on hold for an average of 30mins. But expect to be put through to someone who cant help, pass you on to another department, then you are cut off again ! Having to start the whole process again.
No where to pay bill online. Back at the start of my shell contract they were unable to physically set up a direct debit as they did not have the capabilities to do so.
I believe they have resolved this now.
Awful company. Had I read reviews before signing up with them I wouldnt of gone near them. Left now to slightly cheaper NowTV - no issues with their service or customer service at all and a direct debit set up with no issues.
AVOID SHELL AT ALL COSTS! THE SMALL AMOUNT OF MONEY YOU SAVE IS NOT WORTH THE HASSLE
- Location
-
- Location
- Mansfield
- Reviewing
- Shell Energy
- Date
- 2020-05-22
- Comments
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If you are thinking of switching to Shell broadband my recommendation would be DON'T DO IT.
The advertised speed is only achievable when ALL wifi devices are turned off and you are connected by ethernet.
The router its self is very poor quality and I cannot get a signal in areas of my house that I could prior to switching to Shell.
Customer services are quick to respond via Facebook but not email. They had me jumping through hoops when I complained about the speed. First I had to wait 14 days. Then I had to ensure my router was in the optimum position. It was then a hard factory reset followed by the submission of 3 official speed tests which showed a significant loss on the advertised speed. After all this Shell told me I was indeed receiving the correct speed and told me to perform a speed test via ethernet with all wifi devices turned off. This did return pretty much the correct speed but is totally useless for modern day living.
I will be leaving at the end of my 12 contract. In the meantime I have to have 2 wifi extenders in my small 3 bed house
- Location
-
- Location
- Market Harborough
- Reviewing
- Shell Energy
- Date
- 2021-09-08
- Comments
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I am so angry and upset with this company that I feel I need to make others aware of their appalling service. I was paying for ‘super fast speed’ broadband for over a year! The connection was shocking! I now realise after leaving them and joining another company, that it wasnt ‘our fault’ that it was slow (which is what we were told by Shell) it was their fault!!!! Their customer service was terrible. Even after having my contract cancelled I continued to be harrased by emails saying I owed more than £80! They even got debt collectors after me! My contract had ran out so I didnt even owe them a cancellation fee. They charged me for my router!!! Which was an 8 yesr old router from the previous company that Shell took over! Im so shocked at how they treat their customers. Trying to scrounge more monies and threatening them. PLEASE DO NOT JOIN THIS COMPANY!
- Location
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- Location
- Markfield Leicestershire
- Reviewing
- Shell Energy
- Date
- 2021-04-15
- Comments
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Signed up with an 18 month contract at 38Mbps and although the first 7 months speeds were fine, last couple of days the service is very slow. Just checked and only 11.02Mbps. Poor service would not recommend
- Location
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- Location
- Marlow
- Reviewing
- Shell Energy
- Date
- 2021-09-23
- Comments
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Same as for many others, the problem was/is with returning the router. Despite having returned it, got charged 35 for not returning it. Called customer service and now waiting for an email to which I can reply with my proof of postage. Pretty disgraceful!!
- Location
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- Location
- Marylebone (Central London)
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I live in central London and the broadband just doesn’t work, spoken to the call centre several times and the restart methods provided work for 30mins maximum. AVOID AVOID AVOID
- Location
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- Location
- matlock
- Reviewing
- Shell Energy
- Date
- 2023-09-12
- Comments
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I would not recommend shell energy broadband and phone to anyone , Had no problem at all with the Post Office. but when Shell took over they cut me off and sent a engineer out to check my router and said that I wanted a new one when in actual fact it still worked as I tried it before sending it back They told me that I could upgrade to superfast fibre and the contract would last 18 months at a cost of around £29 but every time I receive a a paper bill it has gone up and the last one that I got was £44 , I spent 1 hour 45 minutes on the phone just to hear music playing so I hung up after getting an head ache the day after I hung up after 30 minutes.I received a letter telling me that a charge of £2.25 for a paper bill it stated that the charge would be taken on the 11 of September if I did not contact them by the 30th of august I received the letter on the 11th of September.funny how when you need to contact Shell for joining it is dead easy to get in touch with them but try getting in touch with a problem and see what happens I am considering just cancelling my direct debit payments because it seems to me that the contract is not worth the paper its wrote on , I cannot even get through by using the computer they are a dreadful outfit .
- Location
-
- Location
- Medway
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Location
-
- Location
- Menai Bridge
- Reviewing
- Shell Energy
- Date
- 2020-10-25
- Comments
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Impossible to get hold of someone to help fix the issue I encountered when trying to set up broadband
- Location
-
- Location
- MERSEYSIDE
- Reviewing
- Shell Energy
- Date
- 2023-07-13
- Comments
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SHOCKING ....IVE BEEN OVERCHARGED FOR A BROADBAND PACKAGE SINCE NOVEMBER 2022 AND DESPITE 4 ATTEMPTS TO RESOLVE THE MATTER IM STILL BEING OVERCHARGED IN JULY 2023... AVOID AVOID AVOID
- Location
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- Location
- Merseyside
- Reviewing
- Shell Energy
- Date
- 2023-06-07
- Comments
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Nightmare. I only found out that the post office internet had been sold to Shell after investigating why my Internet had started to run slow and keeps dropping out all of the time. It's been down for 5 hours again today and I am lucky that wasn't during work. Expecting to get no help again from customer services.
- Location
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- Location
- Merseyside
- Reviewing
- Shell Energy
- Date
- 2021-09-04
- Comments
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We took a contract with Shell Broadband when we where ready to connect the router did not work rang Shell after several minutes I managed to speak to an engineer try few thing no luck told they will get me a new router. After 3 days contacted them and I got told they were going to repair my router from their factory and it will take 48 hours. 3 days after contacted them (weekend)I will have to wait for another 3 days or more. Cancelled it send me an email asking me to paid £78.+£12 for cancelling our contract good firm to deal with...
- Location
-
- Location
- Mickleover Derby Uk
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
- Location
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- Location
- Middlesborough
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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This company is a joke i have got behind with my bill have come to an arrangement so they are saying i havent paid anything since june, phoned call centre phone put down on me twice on the 3rd call unfourtnatley my vocal cords are all over the show so my voice is either high or low i have no control of it the call handler starts shouting at me not shout at him i explained of my problem but he did not listen, i asked to speak to a manager to be told they dont speak to people only on a call back i am still waiting from the last complaint.
Now i know how they get big profits because they make of peoples misery.
- Location
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- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2020-05-06
- Comments
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Aweful, can't get out of the contract even though they can't provide the promised speeds. Customer service horrible also.
- Location
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- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2024-02-07
- Comments
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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
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- 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
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- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2023-02-09
- Comments
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Horrible experience!!!definitely would not recommend them and I wish I read the reviews before I join them
The broadband speed is not the best but the real nightmare is trying to contact the customer services
Awful and horrible experience
- Location
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- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2021-08-10
- Comments
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Would,nt have it if it was FREE - TOTAL ****
Ran by kids who laugh when you complain after 30 mins wait on phone, How do these idiots get a licence to trade ???
- Location
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- Location
- midlands
- Reviewing
- Shell Energy
- Date
- 2022-10-07
- Comments
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Absolutely awful. Completely messed up our switchover to them, leaving us with no internet for several days now. Spent hours on the phone to their customer service with no resolution. Avoid.
- Location
-
- Location
- Midlands
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
-
Such a terrible company to deal with.
7 Months of arguing with them before they eventually agreed they did owe me £138.
Great, at last, I thought, got the cheque in the post(Come on a cheque really?) cashed it at the bank and it bounced, returned unpaid by the payee bank my bank advised.
Emailed them twice about it now no reply.
Are they about to go under perhaps like many others have, I doubt it being backed by shell but its concerning to say the least.
- Location
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- Location
- Midlands
- Reviewing
- Shell Energy
- Date
- 2022-08-27
- Comments
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Absolutely terrible company - avoid like the plague.
I only was with them as they bought the company supplying my broadband. Now I have left, they are trying to charge me for a router yet they never supplied one!
Customer service appalling, ignoring what I tell them.
- Location
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- Location
- midlothian
- Reviewing
- Shell Energy
- Date
- 2022-10-18
- Comments
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this company is ok if you dont want online for more than 10 mins, constantly disconnected , biggest mistake i have made ,roll on the next 16 months
- Location
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- Location
- milnrow rochdale
- Reviewing
- Shell Energy
- Date
- 2018-01-05
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2018-03-06
- Comments
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I’ve been with First Utility since 5/2, so one day and one month, and I have to say the speed is absolutely awful. As my son put it, it’s actually slower than dial-up of all those decades ago: The last three tests over the last 2 weeks were 0.9 and 1.36 and 1.36Mb download with NAN and 1.15 and 0.20Mb/s on upload - this using two different speed tests over the days too. This is absolutely appalling. Not only this, it has cut out three times in this time and two of those were for over five hours. The company has come up with every single excuse these companies usually use for why they have failed so much, but of course I’m not buying any of it.
The call centre manageress said that I had received emails to send their own specific speed tests to, but eventhough I filled the initial form in online correctly, they have my surname spelt incorrectly, and it took a while for her to admit that that’s why I have not received the emails, trying to say it was my fault it seemed. She did admit it in the end. It’s lucky that I have actually taken speed test results from the start of this contract, and I know that can be used legally somehow for some part of refund or something like that, because I refuse to pay for something that I do not receive.
The last point here is that the manageress tried to convince me that because FIRST UTILITY have a great reputation with their gas and electricity, that therefore they must have a great one for broadband, and again it took me ages for me to get her to admit that the people who are engineers for the gas and electricity side are not the same people who are responsible for the broadband, and eventually she said that it’s talktalk who operate their broadband, again she admitted I was telling the truth, well at least nearly, as near as I was going to get from her.
It is way beyond unacceptable, I’ve been with BT and Sky, BT speeds were not brilliant (I moved because they tried to overcharge me from the first month by £100.00) but FU is miles off that.
three times on
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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Absolutely shocking services, setting my nans internet was told would just be plug in and go, doesn't work needs authcation. Rang through got put through to 3 different departments on the phones for 2 hours. Joke!!! Worst services ever had wouldn't recommend this company.
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2017-12-30
- Comments
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I switched from BT to First Utility less than a month ago based on a recommendation of the scouts they've set up at Currys PC world. I was told their service was just as good as BT but cheaper. The boradband service is absolute trash I've complained a few times.BT actually warned me about the service and they were damn right. Now it will cost me more because if my wifi speeds doesn't improve to the BT levels I'll pay off the rest of the contract and leave them, can't survive this rubbish service for another 17 months. The frustration will kill me.
nobody should move to them just because they have cheaper prices, their service is also cheap trash.
- Location
-
- Location
- MILTON KEYNES
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Completely and totally dissatisfied customer. I really wish I had read the reviews of so many others before I bought. Wifi constantly drops, customer service is shocking. I've had to call 4 times and spend an hour chatting and still nothing. I was sent an email of steps to walk through which included unscrewing the front of the broadband box on the wall. When I told the agent I was chatting with it was ridiculous to ask people to do that, he responded that it wasn't ridiculous. I'm so so so fed up and angry, I'm considering paying the fee to end my contract.
- Location
-
- Location
- minehead
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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shocking in every sense of the word robbers and scammers to say the least, i wish i`d have read reviews before purchase because i would have ran a mile, locked into dreadful contract service and customer services are beyond a joke,
- Location
-
- Location
- Minehead
- Reviewing
- Shell Energy
- Date
- 2021-12-02
- Comments
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Company not fit for purpose.
Broadband provider, I don`t think so, nightmare providers.Speeds unusable, promise average 11mbps.get 4mbps if your lucky on top of that wifi signal NOT FIT FOR PURPOSE. Customer service NOT FIT FOR PURPOSE. SERVICE . NOT FIT FOR PURPOSE, do they care about the shockingly bad service they provide. NOT A CHANCE. ROBBERS is an UNDERSTATEMENT. AVOID if you have got any sense.
- Location
-
- Location
- Mirfield
- Reviewing
- Shell Energy
- Date
- 2020-08-07
- Comments
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AVOID AT ALL COSTS - Poor customer service. I applied to join Shell Broadband then cancelled due to poor customer service reviews. Instead of cancelling at my request, the company alleged that I had a poor credit rating and to check with experian, checked with experian and my credit rating is 999 out of 999. So Shell get facts totally wrong, and I have threatened a formal complaint if they do not correct the records. If anyone is thinking of joining - DO NOT JOIN - I am a doctor in a respectable profession - for them to allege a poor credit rating is totally out of order.
- Location
-
- Location
- Mitcham, London
- Reviewing
- Shell Energy
- Date
- 2023-11-24
- Location
-
- Location
- ML
- Reviewing
- Shell Energy
- Date
- 2024-04-11
- Location
-
- Location
- Ml67ae
- Reviewing
- Shell Energy
- Date
- 2022-03-06
- Comments
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Crusty with Shell energy and decided to try there broadband,Big mistake. Made the order and received router approx 30 days later and at that point new that it not suitable and no where near the BT service I had moved from so I cancelled within the 14 day cooling off period but was told my cooling off STARTS from my phone booking and they are charging me £287. They will not budge on this even though I cancelled on first day of receiving router. The land line does my work stop after 6 days of telling them and the broadband is slow or not possible from room to room. Please don’t be caught out like me. Avoid Avoid Avoid.
- Location
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- Location
- Mold
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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Disgrace no customer service on hold on phone and live chat for an hour .leaving adap
- Location
-
- Location
- Moray
- Reviewing
- Shell Energy
- Date
- 2023-02-02
- Location
-
- Location
- Morden
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.
- Location
-
- Location
- Mordor
- Reviewing
- Shell Energy
- Date
- 2018-08-10
- Location
-
- Location
- Morpeth
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
-
Been a customer 1week
Phone doesn’t work
Broadband doesn’t work
Communication awful
Engineer didn’t turn up
Wish I could give a minus rating
- 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.