1,452 Customer Reviews over 37 pages
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2020-03-23
- Comments
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Wifi is at best shocking - anything located more then 2 foot from the router will have issues connecting!
It is the old adage; you get what you pay for and this maybe be cheap but it is crap
We'll be moving to Sky as soon as the contract is up.
- 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
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- Location
- BRISTOL
- Reviewing
- Shell Energy
- Date
- 2022-01-05
- Comments
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Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!
- Location
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- Location
- Fareham
- Reviewing
- Shell Energy
- Date
- 2023-11-20
- Comments
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Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
- Location
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- Location
- Poole
- Reviewing
- Shell Energy
- Date
- 2020-11-05
- Comments
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Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
PLEASE, PLEASE AVOID for your own sake.
- Location
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- Location
- Woodhouse
- Reviewing
- Shell Energy
- Date
- 2021-12-28
- Comments
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Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-03-30
- Comments
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I have been with post office broadband since the beginning. I always pay the bills on time. Since Shell took over I received a bill saying I hadn’t paid the bill. I phoned up and was told that they had missed sending a bill so l paid then and there! A week later I received another letter sayingI still hadn’t paid. I rang up and a recorded message informed me that the letter had been sent in error and to ignore it. Another letter dated four days later arrived accusing me of still not having paid and threatening to cut me off and telling me to make a payment immediately. I of course rang the company and I finally got through and when I explained the man said he couldn’t help and cut me off !!! WHAT A TERRIBLE COMPANY!
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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Absolutely terrible customer service. I found it impossible to notify them that i was moving home. Tried email (no reply) and long waits on phone(only to be cut off after a long wait). The only response i got from them was when i cancelled my direct debit. Now they want their router back which fair enough, is in their t & c’s. But i have never been asked to return a router yet and i change ups every 2 years or so.
I honestly can’t believe they are still in business with their attitude towards customers. By the way - this is the first time i’ve bothered reviewing a company in 30 years of having the internet (I started on the old dial up systems) since i normally take problems on the chin.
- Location
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- Location
- Carmarthen
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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Absolute terrible company. Don't get Broadband with this company, they recently took over Post Office Broadband..... and ruined it. They are a complete rip off. I am reluctant to even give one star, I would give ZERO if possible.
- Location
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- Location
- West london
- Reviewing
- Shell Energy
- Date
- 2022-03-09
- Comments
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SHell broadband ( take off first letter) - was with Postoffice before and was very satisfied.now the service has been taken over by shell, internet speed has slowed right down and i am unable to send emails.
If service does not improove, will be forced to seek new supplier !
- Location
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- Location
- NORTHAMPTON
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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Router is a post it note - no reach - bought a booster.
Connection is unstable - constant drops.
Customer Service is awfull beyond belief! Won't talk to you - don't reply to email equieries even if replying to their customer service ticket. Don't do it!
- Location
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- Location
- Devizes
- Reviewing
- Shell Energy
- Date
- 2022-03-16
- Comments
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Once you join them that's it. Impossible to get through to customer service, probably poor service is why every day 'we are experiencing high volume calls'. No reply to email and online chat didn't work :{
- Location
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- Location
- Wisbech
- Reviewing
- Shell Energy
- Date
- 2020-09-10
- Comments
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Hindsight is a wonderful thing. I was with Zen, but migrated to Shell because I'd save a fiver a month. Worst decision ever. My internet is almost unusable. Upload speeds ranging from 0mbps to 3mbps.
I can't watch youtube, nor facebook videos and as I don't own a television, I watch youtube things instead.
I managed to call their technical help and discovered that my setup was fine, all the tests I'd done prior to calling them, were fine,swapped filters, turned stuff on and off all to no avail. Changed from their crappo technicolour router back to my decent Fritzbox and still no decent upload speeds.
Last resort will be tp send a BT engineer to check my setup and get charged £65 when he can't see anything wrong despite already ascertaining that there's nothing wrong. Basically, I went from Zen with decent download *and* upload speeds, to Shell with rubbish upload speeds and it's not their fault. Nothing to do with them. Pay £65 for an engineer.
Heed this warning. DO NOT go with Shell is Hell broadband.
- Location
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- Location
- Broxburn
- Reviewing
- Shell Energy
- Date
- 2022-10-12
- Comments
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Stay away, horrible customer service from shell. Website crashes all the time. I was waiting for 3 months to get internet connection!!!
Not recommended.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-05-24
- Comments
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By far the worst company I have ever dealt with. 10 months with broadband so slow and unreliable I have to turn WiFi of on my phone to get internet. Customer service have no interest in fulfilling the contract. Horrible people and a horrible company. I don't understand how they are allowed to trade like this.
- 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
- Aberdeen
- Reviewing
- Shell Energy
- Date
- 2022-06-28
- Comments
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The worst customer experience ever. Passed to 3 different people none of whom knew what they were doing apart from making false promises to get rid of you regarding help. Just kept passing me on and behaving in a totally robotic way. Most of them should never have been allowed near a customer. This is the worst customer service I have ever known. Was with the PO for many happy years but forced to migrate to this awful Shell Broadband. Keep clear of them.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2021-04-20
- Comments
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Atrocious speed, intermittent connection and the worst customer services I have ever experienced. It's taken 9 months for them to put some effort into improving my connection. I doubt they would have done that but for the bad reviews I given them on sites like this.
- 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
- 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
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-10-06
- 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
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- Location
- Whitstable
- Reviewing
- Shell Energy
- Date
- 2022-01-20
- Comments
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Avoid at all costs. The have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2020-07-27
- Comments
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I joined Shell Broadband back in December 2019. At first it took them about 2 months of constant emails to give me a static IP address. I also emailed them before I joined to confirm if I can use my own router the said yes. I a have for the last 8 weeks been getting constant disconnections. They tried to send me out there premium router which was a bit better but still disconnects. They sent out an Open reach engineer the first time who found a line fault and fixed it..the second engineer didn't find anything and I have now been charged over £70 for him turning up and doing nothing. I believe that Shell Energy use Talk Talk infrastructure (they have some of the worst reputation in the industry if I had known this I would not have joined). I now have escalated this to ombudsman and awaiting there verdict. I have never had any issues with any other ISPs AVOID THIS ONE LIKE THE PLAGUE
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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Don’t do it.
Broadband not working despite activation email. Still not working 6 days on from my activation date. Multiple instructions to turn the router off & wait 30 secs to see if this resolved the issue…
My first bill is likely to arrive before I actually get the service I have paid for. Don’t do it!
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
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They stole a month off the PO account we had.
Average wait for poor contact service an hour.
Email arrived on same day apologizing that it was late.
TOO LATE TO CANCEL ORIGINAL CONTRACT
Cancelled on same day as taking out new contract after yet another run around trying to speak to billing.
This company is a shambolic waste of space and you should avoid it completely.
- Location
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- Location
- NOTTINGHAM
- Reviewing
- Shell Energy
- Date
- 2024-02-22
- Comments
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Absolutely appalling service constantly dropping out and no connection. Not receiving the service I pay for. Avoid Shell energy, do not even consider them an option.
- Location
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2022-10-11
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2021-11-22
- Comments
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The connection has never worked properly since we switched. Average connection speed is 0.5mbps and line drops out on a regular basis. Never had this before. Contacted customer services about the issue and they eventually got back to say that they will look at the line. Next I had an email telling me it was fixed. Nothing has changed or got better. I raised a complaint and had an email saying the complaint was now closed. Hours later I had an email acknowledging they had received it. SO they closed it before even confirming its receipt.
I'm paying to get out of the contract as I need to have a reliable connection for work and because I am disabled. AVOID
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2020-05-05
- Comments
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Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place.
- Location
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- Location
- New Forest
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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Taken over PO account. The basic functionality of the broadband service remains OK. Shell customer service is abysmal. Trying to contact Shell is made as difficult as possible and when you contact them the so-called customer service is extremely time consuming and unhelpful to the customer. Shell appeared to have starved customer service of resources the resultant image a customer gets is of a company that frankly doesn't care. I’m really not sure if I will renew the contract in 2023 – there seem to be lots of other more professional companies offering very competitive prices and on Shell Energy’s general performance I certainly couldn’t recommend the company to others.
- Location
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- Location
- N Yorkshire
- Reviewing
- Shell Energy
- Date
- 2022-03-30
- Comments
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I was landline only with the Post Office then Migrated to Shell. My copper cable will not support broadband so I have a router using Three mobile. Shell Broadband are now setting a direct debit at £30/month for a service I never ordered, I don't need and will not work. I cannot contact anyone to explain. I keep cancelling the Direct Debit at my bank
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2020-11-09
- Comments
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Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line.
To top it off they charge a cancellation fee even if you're out of contract.
- Location
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- Location
- manchester
- Reviewing
- Shell Energy
- Date
- 2020-01-08
- Comments
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wish I had read reviews first,worst broadband provider I have evedr had,an absolute disgrace,cannot wait to leave
- Location
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- Location
- Aspatria
- Reviewing
- Shell Energy
- Date
- 2023-08-11
- Comments
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For me the issue with Shell Broadband is mainly their customer service. If will offer you no grace if you need to change contract and it will always be in their favour. They will charge you FOR EVERYTHING. Admin fees, routers, sending routers back. I consider them the easyjet of flying.
We'll get you there but you have to pay for extra if you want to sit inside the plane :))
- Location
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- Location
- Middlesbrough
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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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
- Prees
- Reviewing
- Shell Energy
- Date
- 2022-12-01
- Comments
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Just awful. The speeds are fine, when it works. It takes forty five minutes to get anyone on tech support and the advice is to plug devices in with Ethernet cable!
And they are going to charge me to leave early. Despite the fact that they are not providing a decent service.
Avoid at all costs.
- Location
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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
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- Location
- Chepstow
- Reviewing
- Shell Energy
- Date
- 2022-02-18
- Comments
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It's terrible. Yes I was with PO for price. But it worked. Never had a problem. Now no Netflix. Even quiet times of day, no internet. How can this be, same lines
- Location
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- Location
- Herne, Kent
- Reviewing
- Shell Energy
- Date
- 2020-09-26
- Comments
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Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
- 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.
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