1,452 Customer Reviews over 37 pages
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2020-02-07
- Comments
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Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-05-27
- Comments
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My elderly mum was having trouble getting through to customer services after receiving a letter stating her bill was overdue(She has never received an itemised bill)I rang customer services myself to ask for proper bill.Funny how you can get through to them in a few minutes if you press the number to pay a bill!!( previously mum was on the phone for hours, not able to get through) I was assured an itemised bill would be sent through the post last week, so what happened today? Another threatening letter saying if you do not pay you will be cut off.No bill again so rang today to ask for a bill again and they informed me they would send a bill out.Wouldn’t hold out too much hope.Terrible service for the elderly as no way to pay your bill( if you do actually get a proper one!)Unless over the phone or via bank.Had no trouble with the Post Office like this.Wouldn’t recommended this company , just threaten pensioners.
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2019-02-16
- Comments
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Not too bad until you decide to leave.£15.00 cease fee and £35.00 charge if you don't send their router and wires back within 30 days.
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2022-10-14
- Comments
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Stole me from post office broadband without warning...doubled my bills paid them 300 in 3 months which they took fir one thing or another they kept cutting Me off..asked to start a new contract was promised a phone call back the next day
- Location
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- Location
- Ruardean, Forest of Dean
- Reviewing
- Shell Energy
- Date
- 2020-06-13
- Comments
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Switched my Fibre BB from BT to Shell energy, switchover day went without a hitch BT dropped the service at 8 a.m and new service was up an hour later. I do not use the wireless setting on their router as I have my own MESH wireless network. Cannot rate customer service as I have never had to contact them.
- Location
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- Location
- Rugby
- Reviewing
- Shell Energy
- Date
- 2020-01-12
- Comments
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Got this online and since then always been disappointed with the service and lack of transparency. The broadband took 45 minutes and a number of calls to customer service to get started.Speeds have been terrible. No framework and minimum options like parental controls..Customer services take ages to respond. A complaint (which they take very seriously apparently) took them a month and a bit to reply. Got fed up and cancelled the contract..at a loss of £140 which is there charge for early termination...the telecom regulatory should investigate these guys.
- 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
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2021-05-17
- Comments
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Absolute rubbish.paid for higher speed and it's exactly the same
It's a big con
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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total crap it's off more times than on..going to my solicitors on Monday to see if can cancel without penalty...if it was me..charging for a service like shell I would be in the dock for fraud
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2021-07-28
- Comments
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Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
- Location
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- Location
- Rushden
- Reviewing
- Shell Energy
- Date
- 2018-09-19
- Comments
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Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service
- Location
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- Location
- Rushden
- Reviewing
- Shell Energy
- Date
- 2020-01-29
- Comments
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I have had no problems were with first utility so same connection just carried over.However when I tried to tell them an external bracket holding the incoming wire was hanging by one screw this being a health and safety issue I was adiced I could fix it myself or hire an electrician I contacted outreach and they took two to come and fix it.
- Location
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- Location
- Rustington, Sussex
- Reviewing
- Shell Energy
- Date
- 2022-04-23
- Comments
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Beyond useless. Broadband keeps disconnecting, cannot get any help or advice or a resolution as unable to ever get through to customer services. Hours, and hours or trying. AVOID AT ALL COSTS.
- Location
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- Location
- Rutland
- Reviewing
- Shell Energy
- Date
- 2017-10-28
- Comments
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I have never received the speed I understood I was sold for. I plugged my laptop directly to the router by cable connection. I used the Watchdog Broadband check while talking to customer services. I was then asked to provide speed data over 3 days. This I did but they say the speed checker I used is not valid! I believe Watchdog from the BBC must be acceptable. I will change provider as soon as my contract expires.....
- Location
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- Location
- Saffron Walden
- Reviewing
- Shell Energy
- Date
- 2022-08-16
- Comments
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I can echo all these reviews with my own sorry tale of dealing with these charlatans. I have live here 8 years in a rural location. Originally I was with BT, and as I'm 5 miles from the exchange on ADSL I had a BT Engineer spend a whole day fault repairing the line. He assured me that the best I would ever get was 1.2 Mbps download.This was useable, but at £40.00 / month - too expensive. So at contract end I went to Talk Talk, and the speed dropped to about 0.9 Mbps. I then went to Shell Energy, and the speed was about the same, but cheaper at 20.00 / month. Then last year, my speed crashed to about 0.14 Mbps, so I began a complaint. Initially Shell Energy made pathetic excuses, so I involved Resolver. I went through all the procedures & finally involved the Ombudsman. Along the way I also had a new Router sent out ( which made no difference ),and was also threatened with a fine for not returning the old one - even though I had proof of postage.! The Ombudsman sided with Shell, and blamed my poor speed on Openreach, who are outside their remit. Shell offered a "Goodwill" payment of £50.00 for me to close my complaint. The whole thing is a carefully choreographed con. The fact is that Shell bought out Post Office, and rather than pay for extra bandwidth from Openreach - they just cut everyone's speeds. As I already had next to nothing - the cut trashed my internet completely. The Ombudsman however seems to think that 0.14 Mbps download is acceptable, and despite Shell offering 1-2 Mbps, they are not in breach of any Consumer Law, and I must pay full price.! This is a true and factual review, and I have a wealth of evidence to back it up. If it prevents just one other person going through the nonsense I have put up with........then my work here is done.
- Location
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- Location
- Salford
- Reviewing
- Shell Energy
- Date
- 2020-08-04
- Location
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- Location
- SALISBURY
- Reviewing
- Shell Energy
- Date
- 2021-08-19
- Comments
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Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
DO NOT USE SHELL BROADBAND.
- Location
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- Location
- salisbury
- Reviewing
- Shell Energy
- Date
- 2021-12-22
- Comments
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awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!
- Location
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- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2023-10-01
- Comments
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Really poor. The WiFi cuts out all the time. No good for even basic use, I'm frequently using my data, let alone my son's gaming. He's given up trying to play online.
- Location
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- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2020-11-29
- Comments
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Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell
- Location
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- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2023-07-31
- Comments
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Ordered internet. “Installed “ on Friday, no service all weekend after many calls. Got an email on Monday saying we should have service. Still nothing. Called to cancel and will be charged £109 for absolutely nothing. Very irate!!! Don’t do it!
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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DON'T TOUCH SHELL WITH A BARGE POLE
As of February 2022 my account was 'migrated' from the Post Office to Shell, however the data was incomplete and did not 'migrate' recent payments made by myself to the Post Office.
The result of this is I have received 5 letters from Shell threatening to terminate my broadband service for non payment.
I have written 16 emails to Shell, several to the Post Office, I have sent proof of payment via bank statements and issued two formal complaints.
On one of the many calls made to Shell I was put on hold by customer service for 1 hour and 30 minutes, to be greeted by a different agent who thought it was a new call.
All of the above has been completely ignored, I have been batted back and forth from PO to Shell and vice versa with neither willing to take ownership of their errors.
I have received five emails from Shell telling me my 'complaint has been closed' despite the fact nobody has contacted me and no 'resolution has been discussed or agreed, Shell think it's ok to close unaddressed complaints
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-09-29
- Comments
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Without question, every month since the day our broadband was installed, we’ve had issues, but the real issue with these “issues” is that they seem to happen at the same time of the month, every month, for at least 3/4 days. Currently as I am writing this the broadband has had 7 “DSL” error messages today alone. Nothing wrong on our side as we have had people out to check for any issues, and until now he have had absolutely nothing fixed. Shocking
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2023-11-27
- Comments
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I had problems from day 1 with my devices not connecting to the router they provided (no issues with previous plusnet). Suspect a cheap router is used. Increased contract mid term. When cancelling, and despite being out of contract and moving to Fibre they still charged me a full month and added on charges for revoked loyality discount. If you get to their rententions team - they are an horrible bunch of expletives who will just hang up on you. Absolutely avoid Shell Energy Broadband. It might be cheap but it truly isn't worth. My new provider BT gave me a massive bill credit for not connecting me on time. That was without me asking for it. Go with a decent name. Plusnet or BT. Not this shower of con artist who are going to disappear from market soon.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2019-07-18
- Comments
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Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2020-11-16
- Comments
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Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2020-10-24
- Comments
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My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.
I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.
Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.
I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.
The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2023-05-24
- Comments
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Utter nonsense. I was tempted in by low prices, but dont be fooled, those prices will be jacked up within a month or two. In combination with a truly terrible intenet service, was promised 70mbps downloads in truth its about 4 or 5mbps, which is a tiny fraction of advertised, and a wifi signal that drops out hourly for random amounts of time, it really is an utter waste of money. was previouslt with sky at same address, never had these issues.
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2019-01-19
- Comments
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One star is too good for this company, took out a contact with these cowboys in September and have had nothing but problems. Had no service with them for a week and a half when the broadband went live, the router they gave us looked like it had came from a kids toy box was so flimsy and just absolutely rubbish, had to go buy extenders to try and get a connection in our one bedroom flat because it look about 1 hour to stream anything. Router packed in about 3 weeks into the service and they sent a new one for free which was probably the high point of this service. Highlighted the contraction issues and was advised an engineer would come out, couldn’t make the appointment and the girl I spoke with wouldn’t cancel the appointment even though I had called due to an emergency I had to leave the property. Phoned again and was told I would get a call back (this was November) they never called me once or made any attempt to call me back. I was promised money off my bill twice and found out today that hadn’t happened. I owe £96 and they have a collections company hounding me via email so I messaged them on Facebook, social media team are appalling, I was told 4 days in a row I would be contacted and it never happened. I also received a message from the social media team that was highly unprofessional, been on the phone today and now have been told nobody can deal with it because I have raised an executive complaint and went to the ombudsman. Once my contract is finished I will be going to another company!
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Having been a Post Office broadband customer for many years ( sometimes not so great either ) the transfer to Shell Energy has been awful, stressful at times and even with computer systems they still get information wrong - left hand and right hand lack communication!
First they had the amount on my acccount wrong after they took over account in December, my online account was never updated till April and even then the amount of credit carried over from my Post office account was still wrong and that was after numerous calls which took on average 40 mins to get through and another 30- 40 mins on the phone for them still to get it wrong or worse say it was sorted out when it was not. I sent them the last statement from the Post Office showing the full amount and asked for a deadlock letter - they finally acknowledged that I had been correct all along! I changed supplier and they last bill I got was correct and showed my account in credit but they have the cheek to charge me a fiver to end my contract less than a month early - the hours I spent on the phone are hours I will never get back!
I have asked them to confirm by email with me the final bill as they will still be due me money so we can agree if it is correct and they then sent an email asking me to return the Post Office router which is 10 years old at least that I had to pay the post office for as it was to replace an old non wireless one - they are welcome to this old dusty bit of equipment if they send a label to return it as they say if i dont return it they will charge £35 - how does that work?
Unprofessional company who i think have taken on too much work taking on extra customers from Post Office and I know of many others who are having/have had same lack of service & are changing/have changed suppliers.
The ratings here also ask for broadband speed and reliabilty - its only as good as the Open Reach exchange and ours is old as the hills! but we still pay almost the same for the service as someone in the town with fibre etc - very annoying.
- Location
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- Location
- Scotland d
- Reviewing
- Shell Energy
- Date
- 2022-09-22
- Comments
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I can't give 0 so I give 1 star in all categories. Shocking, dreadful, awful service and they don't seem to care!! Really dreadful broadband service too. Nothing to commend this provider and trying to get in touch with them? Good job I am persistent!! Do NOT put urself through the stress of dealing with this company.
- Location
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- Location
- Scotter
- Reviewing
- Shell Energy
- Date
- 2020-11-14
- Location
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- Location
- Scottish borders
- Reviewing
- Shell Energy
- Date
- 2022-12-30
- Comments
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Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here's what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn't even 5% of what was promised. Utter shambles. Do not use.
- Location
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- Location
- SE28
- Reviewing
- Shell Energy
- Date
- 2022-03-11
- Comments
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The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
- Location
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- Location
- Selby
- Reviewing
- Shell Energy
- Date
- 2023-10-13
- Location
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- Location
- sevenoaks
- Reviewing
- Shell Energy
- Date
- 2018-01-29
- Comments
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So so bad! Made countless complaints and they always tell it is not possible that my speed is half what it was before I switched!It has now halved again! Just waiting the contract out now. I was a gas and electricity customer for many years, I will NEVER use them again.
- Location
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- Location
- Shanklin
- Reviewing
- Shell Energy
- Date
- 2023-01-26
- Comments
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Agreed £17
Bill raised to £27.+
Impossible to call or discuss when finally get through speaking to different people. Their internet not working so can't help
We are both elderly and disabled and only need internet for forced online stuff we don't want to do!
Stress stress stress ! Theft of our money !
We are entitled to social tariff and it keeps being ignored
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2020-10-19
- Comments
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Avoid. Internet always slow and drops out. Switched to a new service and they couldn't even be bothered to let us know when they'd cut the WiFi, I'm studying online so I'm relying heavy on the Internet at the moment so to be left without anything to access my lectures is ridiculous. They also lied to us about speeds in our area and said we couldn't get fiber or anything faster than 10mbps. Funny how we now have fiber and 70mbps.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-09-22
- Comments
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Horrible service! They overcharge you for no reason. If you decide to leave after contract, they will blackmail you by fabricating some conditions which never appear in the initial contract. Don’t waste your time/money and get into trouble by joining them.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-05-10
- Comments
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We are among the customers transferred to Shell from the PO and NEVER have we experienced such awful service. They do not answer the phone, they do not reply to emails except to say that it could take longer as they are receiving so many - not surprising if they treat all customers so badly! Can't wait to change to another supplier but Shell want to charge £78 as our contract does not expire till September. They do not send bills yet still take payment from our account - is this legal?
- 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.