1,469 Customer Reviews over 37 pages
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- Location
- Sidcup
- Reviewing
- Shell Energy
- Date
- 2020-06-08
- Comments
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AWFUL!!!! Miss sold on the promise of the first 3 months being free.... to then receive bills ??? Called up OMG SOOOO RUDE!!! Like I’m a criminal!!!! Asked them to check there call recordings to prove how they’ve lied to which I’m told..... will give you £10 credit to drop the case???? AWFUL. Have reported and left!!!! First month in and this bad!!!! AWFUL AVOID AVOID AVOOD
- Location
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- Location
- Uxbridge
- Reviewing
- Shell Energy
- Date
- 2022-12-02
- Comments
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The worst company ever!! Please don’t go for Shell !I don’t have internet literally on mostly of !no customer service very bad can’t reach them the worst company ever!!
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-18
- Comments
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Existing Shell dual energy client...decided to take the offer and add broadband into my service bundle. Worst switching experience ever. Still not connected 3 days after the e-mail received "all up and running plug your router". Called many times, been on the queue for more than 2h etc... Avoid if you could
- Location
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- Location
- Northamptonshire
- Reviewing
- Shell Energy
- Date
- 2020-09-14
- Comments
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Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
- Location
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- Location
- Northwest
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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POOR POOR,
Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.
1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can't get a mortgage at the moment.
2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
3. Compensate me with a £100 for the rubbish service.
Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.
- Location
-
- 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
-
- Location
- N/a
- Reviewing
- Shell Energy
- Date
- 2023-08-19
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2023-07-26
- Comments
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Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-05-12
- Comments
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Customer service is horrific. Made it difficult to cancel. Unresponsive to messages, except for when it might be of benefit to them to respond. Far better suppliers available out there.
- Location
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- Location
- Beckenham
- Reviewing
- Shell Energy
- Date
- 2020-08-17
- Comments
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Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
- Location
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- Location
- Dursley Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-09-29
- Comments
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I live in a rural area I always had my broadband with Sky but I made the choice to move to shell energy it was the worst mistake of my life I couldn't only get broadband from shell energy if I wired my TV cable to cable I could not pick up any WiFi on my phone or laptop TV I could not pick up WiFi at all I was left with no WiFi for 2 weeks until I reconnected back to sky who can provide a perfect signal WiFi no problems no issues at all and now shell energy has sint me a bill of over £300 for cancelling their internet within two weeks of a contract in fact the day she'll energy connected live I rang sky that day to reconnect to sky they are now wanting I over 300 pounds of a disabled person I am partially paralysed and house bound they ruined everything for 2 weeks with a broadband service that wouldn't work shame on shell energy my advice IS DO NOT EVEN THINK ABOUT GOING TO SHELL ENERGY SERVICE. I TRUST SKY THEY HAVE NEVER KET ME DOWN.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
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Not very helpful to people who have fallen on hard times due to covid. Asked for an extention to pay my bill by a week from now and have been told they will suspend my services anyway until it is paid. I got laid off from work for a few months and only just been able to go back and am still awaiting first wage. Cutting me off means I can't do my job from home meaning I don't get paid! Not very helpful shell energy! I'll pay my bill then ill be looking elsewhere!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-12-20
- Location
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- Location
- Gosport
- Reviewing
- Shell Energy
- Date
- 2020-02-26
- Location
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- Location
- Midlands
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
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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
- Oxford
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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Honestly if I could give lower than one I would. Not surprisingly to see so many bad reviews. Pathetic customer service and absolutely useless broadband service. Gets disconnected so many times, it's slow and poor response and even if it is their fault they will not agree.i wish I had never subscribed to it.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-01-17
- Comments
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I would definately avoid shell broadband as a provider as they cancelled the installation of the services twice as they are incompetant at taking over the line more importantly failing to notify me that they have been unsuccessful. Went to complain twice and keep getting cut off.
- Location
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- Location
- Wolverhampton
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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elderly parents moved into new home, decided to keep the existing service, all fine on the day of new activation then suddenly the landline number changed and the broadband stopped working, after a 2 hour customer service phone call where I spoke to no less than 6 people from various departments I was told an engineer would be sent, never arrived on that day, called again and another ticket raised, I have lost all confidence in them resolving this, hopefully I can cancel in the cooling off period, it really shouldn't be this hard.
- Location
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- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
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Disgraceful service ...Useless !
Having been a BT customer for years I switched to Shell Broadband.
BT disconnected but no connection to Shell.
After 5 days without a phone line or broadband Shell just say they are waiting on Openreach to resolve. Now they say it will take another 5 days so 10 days with nothing.
We live in a poor mobile reception and I have a seriously ill mother who needs contact.
DO NOT RISK THE CHANGE TO SHELL.....they clearly have no power or authority with Openreach.
After speaking to one of their managers he just said "there is nothing we can do".
I would never have switched if I had known !
- Location
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- Location
- Watford
- Reviewing
- Shell Energy
- Date
- 2024-01-16
- Comments
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The first bill will charge you for when your fibre connection is installed which is not clearly explained.
This mean my first bill charged for an extra 18 days before the fibre connection went live.
You will have to waste a lot of time challenging this practice to get a refund for hidden costs
In hindsight, it's better to pay more for a more reputable supplier
- Location
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- Location
- Chesterfield
- Reviewing
- Shell Energy
- Date
- 2023-08-08
- Comments
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If I could give 0 stars I would. I'm currently managing a complaint for my 79 year old grandmother who accidentally cancelled her direct debit. We set it back up the same day and were assured there were no issues. We are now 7 weeks later. Multiple new contracts cancelled. Great stress for my grandmother. They've told her she needs a new landline and they'll get her old one back after only to be told this is not the case. A landline
she's had for 50 years. Customer service is shocking and the staff incompetent and unable to follow the most basic of requests. I will never go to this company or recommend them.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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I've been with shell energy broadband since the 27th of this month their broadband does not work they are trying to charge me £359 to cancel for something that doesn't work for anyone this concerns do not use shell energy broadband they are w***
- Location
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- Location
- Boston
- Reviewing
- Shell Energy
- Date
- 2022-09-23
- Comments
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Shell Broadband just took £35 out of my account for not returning their router. It was returned to them. Never had this with any other SP. They also messed up the closing down of my account which cost me another load of money. The broadband was fine. Customer Service very poor. Decide for yourself if you think Shell is the best available - I didn't, so I moved to another company.
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2022-04-29
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Have had no end of problems with it being and intermittent fault they finally read replacement router I have reported them to the ombudsman and have £50 back off of them so anybody having a problem get in touch with the ombudsman and have them sort it
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2021-09-09
- Location
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- Location
- Chesterfield
- Reviewing
- Shell Energy
- Date
- 2024-02-06
- Comments
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Absolutely disgusting customer service rang them over 10 times to fix a problem they had caused,
Every Time a new agent was passed on to me they came up with a new way to screw me over and said the agent before them hadn't written it down to what the discussion was before, they have charged me triple my plan, THEN Forced me to pay £190 for the direct debt they messed up and even admitted too! they've owed me £40 i have an email proving they would add it to my account 3 months later still nothing done about it but more excuses, the last straw for them was when i was contacted by a payments department agent and she even admitted that sometimes they dont know what they doing and that the company isnt perfect. Great member of staff you have there shell. But i think they need more training. Customer service is so shocking
AVOID AT ALL COSTS!!
- Location
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- 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
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
- Location
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- Location
- macclesfield
- Reviewing
- Shell Energy
- Date
- 2022-08-09
- Comments
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Called to renew /upgrade contract.After agreeing I recieved two emails first with confirmation of 18 month instead of 12 month.Second email telling I am coming to the end of my contract soon and info on continuing price and an offer higher then just agreed.Customer service person spoke garbled english and had no clue after 23 minutes about my new contract.Then cut me off.Absoultely useless CS.
- Location
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- Location
- Norwich
- Reviewing
- Shell Energy
- Date
- 2022-10-05
- Location
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2024-01-13
- Comments
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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
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- Location
- Ruislip
- Reviewing
- Shell Energy
- Date
- 2023-02-28
- Comments
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Great customer service, proactive team,great offer and reasonable.not many use it but definitely worth a try for the price they offer.
- Location
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- Location
- Cambridge
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
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Broadband is down since last Friday and nobody really cares about it. Shell energy customer service is a nightmare. Really difficult to contact them and they are not providing any really help. Avoid them. I have to wait for 6 more months until the current contract expires.
- Location
-
- Location
- northolt
- Reviewing
- Shell Energy
- Date
- 2023-05-13
- Location
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- Location
- NORTHAMPTON
- Reviewing
- Shell Energy
- Date
- 2022-02-24
- Comments
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Don't do it. They give you a 14 day opt-out option - what they don't tell you is that that expires before the service gets activated!! So, if it's god awful once live - they reply with 'there will be a cancellation fee'!!!
Even the CS agent knew it was a scam, 'most people just scream at me about it' he said!!! 30 mins to get through to tech support, tried to blame my devices first (of course) then had to fix it.
Avoid. Use pigeons instead.
- Location
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- Location
- Oldham
- Reviewing
- Shell Energy
- Date
- 2023-01-20
- Comments
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When I agreed this contract it was for FIBER TO THE HOUSE .NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house.
No problem sir our new 'Fiber plus ' will give you that . 14 days to connect it.
After several calls and issues I opened the little grey wall box outside ---- NO fibre just old nasty copper !
Then yesterday I spoke with two Openreach engineers that had just completed fibre to the house two doors away. They told me that at the moment Shell could ONLY supply fiber to the cabinet NOT to the house. Right or not that fitted with what they did and told me. Go back to Petro Chemicals Shell. You can't do Broadband.
- Location
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- Location
- york
- Reviewing
- Shell Energy
- Date
- 2018-07-09
- Comments
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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
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- Location
- northamptonshire
- Reviewing
- Shell Energy
- Date
- 2022-03-15
- Comments
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AWFUL!
I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.
I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)
I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.
I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)
DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.
THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!
AVOID.
- Location
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- Location
- RIPON
- Reviewing
- Shell Energy
- Date
- 2023-11-29
- Comments
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Worst broadband ever. Changed from now tv, where I had no problems at all to shell, biggest mistake. Never had such a poor connection to broadband. EVER.. if you’re thinking of changing providers. DONT, choose SHELL
- 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.