1,469 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2024-05-17
- Comments
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I have to wait until the beginning of January to tell those cowboys to fluck off!
They make VM look top class.
- Location
-
- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
-
Terrible customer service. Expect to wait an hour or more for the phone to be answered.
They have cut off my mother phone. She is 87 years old and its an essential life line for her.
They admitted they had not sent out a bill, so that's why it wasn't paid on time.
i settled the bill over the phone and two days later they sent a threating letter to her demanding the money again.
DO NIOT DEAL WITH THIS BUNCH OF INCOMPETENT IDIOTS.
- Location
-
- Location
- Slough
- Reviewing
- Shell Energy
- Date
- 2022-02-27
- Comments
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My problems started when my internet connection went down, trying to contact the company was a nightmare, after 4 phone calls and finally waiting 1 hour 10 minutes I got through, total of over 2 hours waiting on the phone ! Only good point to report is that an engineer arrived the next day to fix the problem, another bad point is then when moving house I am told I must take out a new 18 months contract, definitely will change when my present contact expires.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2022-02-07
- Comments
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Visiting a relative in Cornwall, what a horrible service She’ll broadband are offering. Broadband appears to be been down for several hours. Can you contact Shell, can you flip. No online service indicator, online chat is a muppet bot. Phone impossible to get answered.
- Location
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- Location
- Bedfordshire
- Reviewing
- Shell Energy
- Date
- 2023-11-25
- Location
-
- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Location
-
- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
-
Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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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
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2023-11-16
- Comments
-
Avoid, Avoid and Avoid
I cancel my contract with shell broadband after a week.
I have been treated unfairly,
I had and engineer come to install the box on Wednesday 8th November 2023, I stated to the engineer that I did not want the box installed in my kitchen or bedroom, however he insisted on installing it in my bedroom, I felt at this point he was just after a quick easy job by doing this, I know it can be installed in my living room, as the previous company whom I had a contract with did it with no issue.
Having the box in my bedroom is causing me to loose sleep as I have a severe light sensitivity and to be able to sleep I have to have a pitch black room. I wasn't advised about the amount of lights coming fliking and the sound coming from the box. when I complained, for them to turn around to me and tell me to cover the lights which I found it very insensitive and unprofessional. I have been dealing with this for a week and I am now being passed back and fourth to different people in different departments and being told different things, is purely unprofessional from a customer perspective.
Furthermore,
We can only connect to the WiFi upstairs where the box is located, I cannot get signal downstairs which is redundant, as my children cannot use their computer for school work.
Therefore I cancel my contract with them and I have had all these issues in a space of my week, therefore
This company are legalised scammers and should be shut down.
Avoid at all costs.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-21
- Comments
-
Is just absolute trash never seen such a bad broadband, TalkTalk all the way
- Location
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- Location
- Aberdeen
- Reviewing
- Shell Energy
- Date
- 2023-01-06
- Comments
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Had this less than 2 weeks, WFH and Shelll unable to help for 24 hrs . So was advised anytime it goes down yiu have to wait 24 hrs to get it fixed.
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2020-09-16
- Comments
-
Best company for speeds and contention.They use TTB as their Network i have used TTB resellers for the last few years and find them very good.
- 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
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Comments
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Ex post office broadband customer - taken over by Shell Energy - terrible broadband service, not very helpful telephone customer service. Was glad to be able to get out and move to another provider. Sent Router back immediately with proof of posting (thank you Post Office!!!) but still getting emails from Shell Energy - start off telling me I have not returned my router. I know I had so ignored this "cannot reply" email. Yesterday, another email telling me I have not returned the router and they are going to charge me £35. BUT the funniest thing, if you need a laugh by then, is that they then go on to say if you have returned the router, ignore this email. WHAT ABSOLUTE RUBBISH SERVICE. I have proof of posting, as the advised when I closed my account, and they provided the return bag with address so it's THEIR PROBLEM if they have not received it.
- Location
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- Location
- Chorley
- Reviewing
- Shell Energy
- Date
- 2021-08-05
- Comments
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Do not use Shell Broadband the service is very poor and their customer support is abysmal. They charged me £240 to exit my contract and would not accept that the service was performing under that promised. I’m moving country for work and they still insisted on me paying the huge exit fee. They are indescribably awful in al respects and their customer care team are surly and unhelpful!
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-05-04
- Comments
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It's off more times than on. Hours at a time. I need broadband on for the smart services at my home as well as work. Looking into a new provider ASAP. Very disheartening. Really bad broadband.
- Location
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- Location
- Chorley
- Reviewing
- Shell Energy
- Date
- 2020-06-12
- Comments
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Worst provider ever. Did not have connection for 4 days and supposed to be working from home due to Covid, with vulnerable person in the household and ended up having to travel in the office. Reported to them and still did not have working internet without dropping for another 2 days so cancelled and went with previous provider due to unreliability of service and now they are trying to charge me £200 early termination charge! Do not bother with this company they are shocking!!!!!!!
- Location
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- Location
- Chorley
- Reviewing
- Shell Energy
- Date
- 2020-06-12
- Comments
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Absolutely the worst provider I have ever had the misfortune to use... due to Covid and classed as a key worker with a vulnerable person in the household I was working from home until the day my service went live, or I should rephrase that until I had no service at all. Reported and informed fault that needed engineer visit, but it worked fine with previous provider, did all the checks and was so frustrated and stressed had to go into the office to work, more worry and stress, and decided to change back to previous provider and since worked perfect and now been slammed with early termination for £200! Yeah right! Am I going to pay .. Absolutely not!! Rang and been told I am contracted and have to pay there was no apology or anything from them! Reported to Shell now awaiting further response and to the Ombudsman also. SAVE YOURSELVES FROM HEARTACHE AND STRESS AND KEEP CLEAR FROM SHELL... AWFUL AWFUL AWFUL AWFUL AWFUL!!!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-12-11
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2020-09-03
- Comments
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I've been having broadband issues for the past two months, numerous phone calls and emails yet the standard response is too many devices, which I've proven to not be the issue by providing tests over Ethernet with only one device connected. Anyway the majority of devices are smart bulbs, smart plugs and a thermostat, leaving only a laptop and TV.
The pings spike up to 8000ms and nothing will load not even the Google homepage. Also the guaranteed speed range is 8-14Mbps yet I regularly get as low as 0.5Mbps, again they don't see that to be an issue. Their advisors don't know what pings are so their answer is that I need fibre when in reality they just need to fix my broadband.
To summarise, if it works you'll be lucky not to experience their shoddy customer service. However, if you do have issues get ready to collate proof otherwise they won't believe you! Then by some miracle escalate the complaint which is very difficult as they won't usually let you past the customer service advisor! Overall pretty rubbish for a well established name but clearly they haven't got their customer service right!!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Shell Energy is the worst company I have ever been with for Broadband Customer Service.
During my contract they tried to upgrade me to Fiber "at no extra cost"
When I pointed out that had I wanted Fiber I would have applied for it the guy replied but it's free.
I then pointed out this would tie me to Fiber deals in the future if I wanted to move company.
After going off to check he said yes it would.
The guy said he would cancel the upgrade however I got another email saying that BT were unable to do the change over and it had been delayed by a week. I called and again they cancelled the upgrade.
About a month later I got a message to say the upgrade was happening the following day. Again I called them to cancel. The guy could see the messages on the account and said he couldn't understand what had happened.
I have now left Shell Energy so they sent an email to say they had asked for the Router back and not recieved it.
They then sent a label via email however not having a printer I had to find somewhere to print it so took a few days before I posted it.
They recieved the router well within their 30 limit yet 12 days after the P/O confirmation saying they had recieved the package I got an email to say they were charging me £35 as they still hadn't recieved it. I spent 45 min on the phone on hold to be told I needed to prove I had sent it. The credit which was due as I left halfway through the month has now been delayed as they added on the £35 charge to my bill & refunded it the same day.
I called today to speak to complaints but the guy couldn't do much or put me through to anyone higher.
I have given 2 stars for most things as I needed to give a worse score for customer service.
- Location
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- Location
- LIVERPOOL
- Reviewing
- Shell Energy
- Date
- 2022-05-16
- Comments
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Customer Service is very poor. Constant long wait times and you can never speak to anyone. I will be changing provider once this contract is over.
- Location
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- Location
- Cheshire UK
- Reviewing
- Shell Energy
- Date
- 2023-10-15
- Comments
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All I can say is we;ve been counting the months until we can go with another ISP. For a multi-billion pound company, the functionality of the website is deplorable. I can't ever view my bills, important links on the website don't function. It's actually shocking how bad Shell are as an ISP.
- 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
- 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
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
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Very disgusted with this shell
Had them down 2 days ago and still no Internet well they won't be getting a penny off us waste a time anyone's better by far than these muppets
- Location
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- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2021-12-22
- Comments
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Don't receive advertised speeds.
Read reviews go elswere.
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2021-01-16
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2022-11-29
- Comments
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I pay for 38m and regularly receive far less. ATM 5.8 and 1.6.
Read the reviews and go else ware.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2021-03-22
- Location
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- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2021-02-15
- Comments
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My regular report. I pay for 38m, I usually get low to mid 20s. Initially Had 38 but noticed dropped speed when TV and devices buffering. Contacted provider but waited over 45 min
to speak to operator. Followed advice and speed still low mid 20s.
I also checked my account and provider stated no problem with my provided speed but stated I was a heavy user and suggested I upgrade to a faster speed. There is no one at home during usual working hours we use TV at evenings so I don't understand the statement.
I suggest you read the reviews, read the providers small print, then don't use shell go elsewhere.
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Location
-
- Location
- West midlands
- Reviewing
- Shell Energy
- Date
- 2020-11-29
- Comments
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We pay for 38m rarely get this usually 20s a few times 6ish.
Read reviews before you buy, then go with another provider.
- Location
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- Location
- west midlands
- Reviewing
- Shell Energy
- Date
- 2023-05-24
- Comments
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I pay for 38m currently receiving below 5m.I have regular problems with speed.
I have given up trying to contact shell.Do not waste waste your time and money. Would you consider the reason shell broadband are allowed to provide such a shoddy service.
- Location
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- Location
- Stanley, Perth
- Reviewing
- Shell Energy
- Date
- 2024-01-02
- Comments
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Since starting with Shell we’ve had nothing but trouble. Signal cuts out constantly whilst using anything WiFi related. There’s been the occasional time when it’s worked well for a few days then it’s back to square one.
Makes you feel like not bothering to try and watch a film or series when it cuts out so many times.
Will not be staying with them.
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
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Absolutely shocking internet. It’s slow and constantly drops out and I have to reset it. I can’t comment on the customer service because I refuse to ring them simply because of the previous reviews regarding the wait times and dealing with customer service - judging by these reviews, it doesn’t fill me with any hope that She’ll would sort the problem anyway. As soon as my contract is up I’m off!!
- Location
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2023-02-05
- Comments
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Absolutely awful I have been stuck with shell since July. It is by far the worst internet I have had ever! The download speeds are super slow and the Wi-Fi constantly cuts out - driving everyone on the house nuts. I’ve contacted them so many times and even bought a signal repeater nothing helps just stay away from shell broadband.
- Location
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- Location
- Guisborough
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Location
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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Unfortunately I was transferred to Shell from Post Office Phones. The service received from post office phones was excellent, sad to have been moved.
I have had no phone or broadband for 4 weeks now,it took me two weeks just to report the fault as no one answering phones, when eventually got through I was forced to make an appointment before they would pass the fault to open reach, had to wait a further week for the appointment, the fault was not in my house but along the outside line. Engineer did not fix fault on my appointment day, next appointment was another week along but due to my work commitments I cannot be at home all day, open reach sent a text with the new date that I cannot make, I cannot reply to this text other than with the word change, I have done this only to be informed I now have to contact Shell again to re-book, the fault is already confirmed as not in the house, this is ridiculous. I have no mobile phone signal at the house so have been completely cut off from all means of communication for 4 weeks and cannot remain in friends houses for hours waiting for shell to answer the phone! I have never before encountered such a dreadful service from any provider that I have used. I so far have been unable to contact shell - again! to rebook, and open reach have sent me a confirmation text for my cancelled apppointment, if I am not home shell have already informed me at time of first and only conversation that I will be charged £65.00 on my phone bill if not in attendance.
I cannmot change provider until the line is fixed, this is absolutely appalling. I will not be paying any £65.00 fee for their own dreadful inefficiency, they will need to take it to court.
I cannot recommend this company, all may be ok while your phone works but the service provided when not is non existant.
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2021-04-05
- Comments
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Poor customer service. No access to the customer service after 4 pm easter saturday, we lost internet and phone line access at 20.15. No facility to report potential fault (I'm being kind assuming this) until tuesday am. Who would go into a contract with a company who an individual cannot report a fault for 3 days... not me, I'm off.
However shell want to charge me money to leave even if 30 days notice is given.
Avoid this company.
- 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.