1,452 Customer Reviews over 37 pages
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- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
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If i could give shell no stars i would. I am helping my daughter with a complaint and we have been cut off multiple times and all i can say about their customer service is it is appalling and terrible and that is being kind
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2023-02-27
- Comments
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They offer you 6 months free broadband as an existing energy customer, but it isnt free, they bill you for the first month at least out of your bank account, how on earth is that free? avoid these scammers
- Location
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2021-10-05
- Comments
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I will warn anybody thinking to get shell energy broadband as they are a ripp off, their service is very poor you will get nothing working and you won't be able to cancel it,even if it is faulty.they will charge you £110.41 for cancelling their service(an headache).never buy shell energy broadband
- Location
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- Location
- kent
- Reviewing
- Shell Energy
- Date
- 2020-01-04
- Comments
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slow disconnects worst service I have ever joined I wont be staying you are like a bunch of clowns
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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Worst ever experience of dealing with any company.
The service was terrible, the WiFi was a joke.
- Location
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- Location
- Worcester
- Reviewing
- Shell Energy
- Date
- 2019-07-17
- Comments
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Absolutely disgraceful.
Loss land line 11th July. download speed went to 0.4mbps. When finally got through to them - it was if it was my fault. Finally agreed to contact Openreach [ not sure who pays?] who sent an engineer to resolve the problem - good professional. Wife phoned me @ work - and said Shellenergy would only compensate us £3.22p!!!. In addition they confused the DD details with some else, and when the wife corrected them - they said it would take 12 days to set it back up!!!!!
Will be cancelling contract - for not providing the service - will be sourcing other providers later.
BE WARNED
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-08-08
- Comments
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This company only wants your money and are not prepared to fix the problems. Been without broadband 3 months and have threatened to blacklist me
- Location
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- Location
- ipswich
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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was okay with post office. utter dog poo now. no helpline on sundays. will leave. and its a post office router so they can fk off trying expecting me to return it to them as it is not theirs. just read the other reviews and avoid. i did not ask for this change either.
- Location
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- Location
- Wilmslow
- Reviewing
- Shell Energy
- Date
- 2023-07-14
- Comments
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My service is more off , than on!! Very unreliable! I certainly wouldn’t recommend them. It would be impossible to work from home!
- Location
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- Location
- Denyer
- Reviewing
- Shell Energy
- Date
- 2022-02-27
- Comments
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I was told at the point of renewal after 1 year that if I did not move provider within 24 hours I would automatically default onto another years contact. The shell representative said it didn’t work like mobile phone contracts, where you defaulted onto a month by month rate. They said it’s in the T+C’s which it wasn’t. When I asked for her name she accused me of abusing her and hung up. 8 weeks later and I’m told on a Sunday lunchtime the matter has been resolved internally but no details enclosed and the matter is closed.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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I thought post office service was bad but she'll take the biscuit. Absolute waste of time crappie service unbelievable after service just diabolical. Never again good ridden in December.
- Location
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- Location
- Lincoln
- Reviewing
- Shell Energy
- Date
- 2022-11-04
- Comments
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A bunch of inept, incompetent crooks. Six weeks so far of internet dropping out over 50 times per day. This is despite two engineers coming out and 11 phone calls. Heaven knows how much time has been wasted here. Finally managed to cancel but but compensation despite clearly not delivering on their side of the contract. Save your time and energy and go with any internet provider other than Shell Energy. You have been warned …
- Location
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- Location
- Portsmouth
- Reviewing
- Shell Energy
- Date
- 2020-10-26
- Comments
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Shell Broadband have charged me the full termination fees despite leaving them becuase my new property was not capable of fibre broadband. But because Shell - could supply a slower connection - not fibre - they insisted this warranted full termination fees. So even though I wanted to stay with shell at my new address and transfer contracts, this was a no brainer. Very unhappy. Bad bad bad bad bad customer service. As a result they've also lost me as a Shell Energy customer.
- Location
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- Location
- Bridgwater
- Reviewing
- Shell Energy
- Date
- 2022-03-12
- Comments
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In all my business life Shell Broadband is the worst company that I have ever had the misfortune to deal with. Ex Post Office customer and well satisfied with them. Shell took over and no e-mail for 6 days. Put on hold for over an hour after spending 30 minutes getting through. AVOID THIS OUTFIT!
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2022-05-10
- Comments
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only gave 1 star as no option for zero
shocking service wouldnt reccomend cant wait to leave
took over from post office in feb and had nothing but issue and bad service since
- Location
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- Location
- Wesham
- Reviewing
- Shell Energy
- Date
- 2023-04-29
- Comments
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Really poor speed, intermittent and unreliable. Switched to Virgin and 6 months on its great. She’ll never sent me a bag to return router and despite my emails they charged me for not returning router.
- Location
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- Location
- Jarrow
- Reviewing
- Shell Energy
- Date
- 2024-01-15
- Comments
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Absolutely terrible! Connection is appalling, watching Netflix and half way through film, Connection cuts out. Worst ever!!!
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-04-29
- Comments
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I haven't had useable broadband since signing with shell. No smart TV, no software updates, no doorbell alerts, no surveylance cameras, no netflix. Even to the extent that I have to switch off WiFi on my phone to use internet. Month 9 now of paying for something that they have no intention of supplying. Don't make the same mistake I did. This company are basically fraudulent theiving scum.
- Location
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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
- 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
- England, Maidstone, Kent
- Reviewing
- Shell Energy
- Date
- 2020-04-07
- Comments
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This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers.
- Location
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- Location
- derby
- Reviewing
- Shell Energy
- Date
- 2018-08-03
- Comments
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AVOID THIS HORRIFIC COMPANY!!!!! by a mile the most incompetent,rude and underhanded company i have ever dealt with. where to start?? i was told i wouldn't pay an installation fee with my broadband i was charged 60 pounds anyway without even telling me 3 months later i still haven't been refunded even though they swear blind they've done it. they changed my gas meter readings and charged me £150 gas just for march tried ringing up no help whatsoever basically told theirs nothing they can do. i live in a 1 bed flat its impossible to use that much gas.my electricity tariff was a fixed term of 52 pounds a months for a year they then after around three months start charging me very high random amounts once again with no notification. i phoned to complain and opened a sales investigation a fortnight later i phoned as i still didnt hear anything they told me the sales investigation had been closed because quote " the sales team will just try to get a sale your actual agreement we send to you by email" which as you might of guessed i never received. To sum it all up first utility really are scumbags they will do anything to squeeze every penny they can out of you for the worst service you can imagine if you value your money and your sanity steer well clear of these cockroaches
- Location
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- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Postoffice/Shell Broadband state my line is completely fine. I have purchased a new ADSL, I have placed the cable into the test socket and I have moved my wiring, (even though I have had the phone and router in the same place for years). But my E mail states it's me (household) that has the issue. My speed is so slow that I can only write E mails. Their tech team never picks up, even when they call me and transfer me to the team. In my opinion customer service want to be seen as being active but nothing gets done.
The automated message when you call customer service keeps cutting out so you don't hear sentences.
I have requested to cancel my contract without a penalty as they are not fulfilling their side of the bargain.
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2022-11-04
- Comments
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Changed to new contract supposed to be 19/10/22 did not have any Internet for 2weeks kept ringing 1hiur wait till anyone answered. Said line could be faulty. Openreach would come and check heard nothing after taking time of. Needed Internet since husband connected to hospital. Kept phoning then they said it was router. Sent router out still didn't work. Phoned again said they had sent wrong router and would put in a complaint and some would phone 31/10/2022 guess what no one rang. So waited again router said they would send it by dpd since urgent came by post. Rang again said someone was phoning 2/11/2022 still no one did. So rang again 3/11/2022. Asked to speak to a manager got told they can't put you through policy. So he spoke to him said he couldn't ring for 48 hours since he was busy. Asked if he worked Saturday said no so how can he ring. Chap I got was working from home could hear cat in background I asked him if he was and he said yes. Still waiting. Do not go with this company. I was transfered from post office
- Location
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- 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
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- Location
- ossett
- Reviewing
- Shell Energy
- Date
- 2018-11-05
- Comments
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moved from plus net no broadband for 7 days I was told it was my socket and line in house, funny how it all worked with PlusNet. the ip not valid router issue was told Openreach would look into but it router issue not line fault,
so will leave go back to plusnet
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2024-04-13
- Comments
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Always get disconnected from Roblox when using this WiFi it sucks
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2021-12-18
- Comments
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Going with shell Broudband was the worst decision I have ever made. From day one it has continued to fail I am unable to watch Netflix as it constantly go’s off and takes hours to re enter using the ridiculously long password. When customer services have been contacted they have not helped after waiting and waiting to talk to someone they don’t have any answers to the problem you then get passed on to the next person who clearly has no idea how to solve the problem.
I asked to speak with a manager this was refused.
I demanded that I be released from my contact as I am not receiving the Broudband I am paying for, I was told I would be charged, ridiculous shell Broudband is not fit for purpose you will possibly like me spend hours on the phone to them achieving nothing that’s when your not spending hours trying to get it to work on your TV. Avoid Shell altogether it’s not good and customer service is nonexistent.
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
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Need an option for zero stars here. I am trying to deal with a query about my account after it was transferred from Post Office Telephones to Shell Energy. The best description of their customer service is that it is non existent.
- 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
- Atherstone
- Reviewing
- Shell Energy
- Date
- 2023-08-22
- Comments
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Absolutely rubbish.
If you move to another room or sit outside your Internet connection is lost. Every time you switch your tv on it comes up no internet connection. This as to be the worst internet company on the market. Glad we are leaving soon.
- Location
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- Location
- Ilminster, Somerset
- Reviewing
- Shell Energy
- Date
- 2020-11-25
- Comments
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Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere!
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2018-01-25
- Comments
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Avoid this company like the plague. They are incapable of delivering stable, reliable broadband speeds. Mine is frequently at an mbs of 0.45. Abysmal.
- Location
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- Location
- Blackburn
- Reviewing
- Shell Energy
- Date
- 2018-09-24
- Comments
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Terrible broadband connection low speed or no speed. Terrible customer service with watertight contract they will rip your pans off if you leave them
- Location
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- Location
- Cardiff
- Reviewing
- Shell Energy
- Date
- 2021-06-08
- Comments
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Worst provider ever, customer service is diabolical.
- Location
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- Location
- Dunnington York
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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Recently changed to Shellenergy Broadband from Now Broadband. Change driven by price. What a mistake. They are terrible. Constantly dropping off. Far less distance Range than Now. Hopeless Assistance.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Can’t log in to my account, currently on the phone to sort my extremely low broadband speed still trying to sort it after over 2 hours on the phone, I asked them to call me back after an hour as I was incurring call charges, I was a post office customer and wanted to cancel as the low b/band was affecting my home business to be told I would incur a £174 fee by Ian, my contract started 11 days ago I should have been in my 2 week cooling period, really disappointed with shell
- Location
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- Location
- Wakefiled
- Reviewing
- Shell Energy
- Date
- 2023-07-16
- Comments
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Mum whose in her 80s always being with the post office now these idiots have taking over, I pay her bills for her, but have to travel to post office because there's no way of paying over Internet unless she authorises for me to manage her account, tried setting up a direct debit from dad's account that I manage so I can authorise it, but they refused it so I'm still trailing around post offices to pay the dam bills, what does it matter if it comes out of mine, dad's or her own(which don't allow direct debits) as long as it gets paid, would be so much easier to pay over Internet, so not only am I using petrol, or using a stamp or having to pay over the phone, it's costing me, useless company
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-09-28
- Comments
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Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!
- Location
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- Location
- Aberystwyth
- Reviewing
- Shell Energy
- Date
- 2023-11-23
- Comments
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By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.
- 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.