1,452 Customer Reviews over 37 pages
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-08-23
- Location
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- Location
- North Lincs
- Reviewing
- Shell Energy
- Date
- 2022-05-12
- Comments
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Absolutely useless. My 80 year old mother has been constantly chased by them for payments she has already made and threatened with being cut off - happens every month. When you try and phone customer services they don't know what they're doing - you have to wait over 45 minutes to get through and they usually cut you off anyway. It's nothing short of harassment - I've never known such a useless company
- Location
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- Location
- Horsham
- Reviewing
- Shell Energy
- Date
- 2020-06-23
- Comments
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Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
- Location
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- Location
- Gtr Mcr
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Shell Energy Broadband is the worst company I have ever tried to deal with. It is almost impossible to speak to the right person or get anything like a timely response.
Former Post Office customers who were transferred to Shell should band together to form an action group, so that that their host of legitimate grievances can be presented in a structured manner.
PS your star ratings should have a zero or negative option!
- Location
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- Location
- Bromley
- Reviewing
- Shell Energy
- Date
- 2020-11-25
- Comments
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This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-05-03
- Comments
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Poor customer service,in dealing with faults. One sided, long wait times to speak to teams with poor follow up once you have got through. Teams are not forthcoming on relaying reasons for issues and delay to the customer. Broadband speeds are low and WiFi turns off intermittently for no reason. Poor quality routers provided.
- 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
- london
- Reviewing
- Shell Energy
- Date
- 2017-08-23
- Comments
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Paying for 78 mb when only getting 32-40. My last isp was able to give me 80mb. not happy at all
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2022-03-27
- Location
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- Location
- Welwyn Garden City
- Reviewing
- Shell Energy
- Date
- 2023-03-25
- Comments
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Absolute Garbage! Avoid Avoid Avoid.
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-03-31
- Comments
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I've been using different providers over the years and Shell Energy is the worst.
The connections have akways been unstable. For three times during last year, it's dropped for two or three days, becuase They couldn;t fix it over the phone, and could only send their engineers at least after two days.
Their customer service phone lines have been always busy, so did their online chat. I've been waiting each time calling them at least 30 minutes, and one time more than two hours online.
There was no help available from Saturday night. I had to purchase three times data add-ons to work on my mobile. I was told there was no compensation even I complain.
Finally, they claimed that they sent me the Tracked48 label by email but they never did. And now I'm calling them again, and waiting again online for their response, even now that I've left them!
I'd strong recommend to avoid them at all cost!
- Location
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- Location
- Northern Ireland
- Reviewing
- Shell Energy
- Date
- 2021-09-22
- Comments
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Got forcefully switched from Post Office when Shell bought them over.
Got cut off with no warning and have no indication of why.
They made zero attempts to get my monthly payment.
Terminating contract, my advice to others is to pay a little more if they want any kind of reliable service.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-10
- Comments
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so far a very good service all round
- Location
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- Location
- durham
- Reviewing
- Shell Energy
- Date
- 2018-07-04
- Comments
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IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2018-07-17
- Comments
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This BROADBAND IS NOT FIT FOR FAMILIES WITH CHILDREN! AVOID!! This is because there are no parental controls.
I was told that internationals calls were free and unlimited. But it was not so. There is no account for the customers and hence the customer would not know the usage and billing on the website. The phone does not show incoming numbers. The broadband will be activated after the cooling period and you will be tied to this nonsense broadband for 18 months.
- Location
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- Location
- Swindon
- Reviewing
- Shell Energy
- Date
- 2022-12-17
- Comments
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Avoid !!
Whilst I had no issues with the speed the Wi-Fi consistently dropped out, hence when my contract ended I cancelled and went with one of the better cheaper providers …. Or so I thought!
When the cost of living crisis kicked in I took a long look at my direct debits to see where I could make some cuts and lo and behold there it was … 8 months of direct debit going out ( I know my bad for not noticing). I contacted them again and told them about this 8 months of payment and arranged to send the router back, explaining that I was unable to print off a label so would need a sticky label sending….. of course that didn’t happen and I got the email label. In the mean time I found the original returns label so used that. I got my proof of posting as instructed.
Now I’m getting letters from their d by collectors demanding another months money. I haven’t had any contact from shell asking if it’s been sent so obviously once you’ve left they send in the bullies to illegally grab what they can from you… this is still ongoing and I have now sought legal advice . There are cheaper, more reliable, more honest and helpful providers out there but if you do sign up to Shell do so with caution, the reviews speak for themselves !
- Location
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- Location
- Hartlepool
- Reviewing
- Shell Energy
- Date
- 2022-09-27
- Comments
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Well Post Office broadband customers all had no choice in suddenly being with Shell Energy. I've been with the PO for 5 years with no issues. Suddenly my broadband is down every day. I have no Netflix, no Alexa, no access to internet other than with my phone contract data. Im using my data to write this review. I have left my customer service rating neutral as I haven't attempted to contact them yet and by reviews I've read want to put that off as long as possible. It feels like the Post Office customers have been well and truly crapped on tbh.
- Location
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- Location
- Solihull
- Reviewing
- Shell Energy
- Date
- 2020-08-10
- Comments
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AVOID AT ALL COSTS
31ST July i was meant to be connected, its now the 10th august and have no connection still. Openreach are to blame apparently. Customer care is a total shambles. Yet they expect money to be paid b4 ive even got my services up and running. Really wish id read reviews before signing up with them.
- Location
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- Location
- Pontypool
- Reviewing
- Shell Energy
- Date
- 2021-04-05
- Comments
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I'll give customer service two stars for politeness, but I've been with Shell for a few months and have had to contact them 3 times already. This is by far the worst internet service I've had in this property in 11 years. It's not fit for purpose half the time, often completely unusable, and have to resort to using data on my phone. The one glowing review here is clearly fake. I wouldn't recommend Shell Broadband in a million years.
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2023-04-05
- Comments
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My mother has her phone and Broadband Account with this lot and has recently had her service suspended due to non-payment of her a bill - a bill they have admitted they have never sent.
Apparently the bill has now been sent with a discount for their error but they will not re-instate her services unless they can speak to her, so I told them to ring her as she can't currently call anyone but apparently they can't do that, they suggested I call back when I next visit her so she can pass security (I'm assuming they realise that won't be from her phone line which they have suspended)- dammit I can pass security I know all the details and isn't it a good job I live in the same country if that's what needs to be done- idiots, they created a mess and don't have the capacity to resolve it.
Hopefully the contract will expire soon and she can move to another provider.
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2021-05-24
- Comments
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AVOID
This was the worst broadband experience I have ever had in my entire nearly 40 years long life.
Avoid Shell energy as a provider. They have a micro additional charge for everything. They lack basic services like changing a name on a contract. Customer care doesn't even listen to you when you query something. There was no single day when the internet would just break for some period of time. Often restarting the router wouldn't do anything. Speed was pathetic up to 6Mbs while promise was 20Mbs. also the cost £31 pm for an absolute joke of a service. I am immensely relieved I can cancel. Never looked forward to changing the provider so eagerly.
At the end you also have to post back the router.
- Location
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- Location
- Oldbury
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-08-26
- Comments
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I have renewed my contract. The new one starts before the existing contract expires. I've been contacting Shell Broadband to correct the issue but all I receive is an automated acknowledgement.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-16
- Comments
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shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
AVOID like the plague.
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Shell Energy
- Date
- 2022-03-01
- Comments
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Got transferred from Post Office broadband who always had fantastic customer service. I'm not sure this lot have any customer service agents at all. Been on hold for 1 hour now. Stupid music and asking me every 30 seconds whether I want faster broadband. Nope, I just someone to pick up the phone and fix the broadband I have!
AVOID
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-10-17
- Comments
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In my opinion this company must be run by rude idiots. Although they are supposed to be doing calibration, they give NO warning when the service stops, maddening when playing chess online & winning, never mind skype etc. It's like a very rude person who barges into a private conversation, no manners whatsoever.
They should ASK for permission to do calibration, also giving an option to delay it for a while at customer discretion.
As it is, upload speed is about 0.2 - 0.3 Mb/s, when their competitors have got it up to 0.9.
AVOID this CRAP company.
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2021-09-02
- Location
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- Location
- Wolverhampton
- Reviewing
- Shell Energy
- Date
- 2023-07-28
- Comments
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This is the worst internet service I’ve ever had in my life, I’ve had to top up my phone to use the internet because they said there’s a problem with their equipment but they want me to pay £75 for someone to come out to sort it out, it’s not my problem if you don’t do your job properly because I’m just paying for the services, not to fix your equipment, I can’t wait until my contract is over.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-01-31
- Comments
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Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID AVOID
- Location
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- Location
- Gloucestershire
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
- Location
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- Location
- Swansea
- Reviewing
- Shell Energy
- Date
- 2020-07-03
- Comments
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Very bad service.Very bad broadband speed.25mbps..not 37mbps to 67mbps as contract stated.This has happened since I joined Shell Broadband two weeks ago.
- Location
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- Location
- Chippenham
- Reviewing
- Shell Energy
- Date
- 2022-12-19
- Comments
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Router failed within a few months. Left without broadband for weeks. Terrible company.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-08-05
- Comments
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They're quick enough to sign you up and send you a router but, when the new router delivers much slower speeds than previously and keeps dropping out about 10/15 mins, it's almost impossible to make contact with them! After an hour and a half on hold, the issues were still unresolved. They say they offer an online chat option but this is always down, too (or maybe because my wifi's now really weak, it can't connect?). Absolutely the most slow and shocking customer service. They might be one of the cheaper providers but buyer beware! I wish I'd paid a little more and been able to make contact with my provider the same day. Instead, I've lost income due to loss of clients and had to pay for bolt ons on my phone to 'get by'. All whilst paying them my monthly bills! Absolutely shocking.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-10-31
- Comments
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Absolutely terrible! Please don’t go near shell energy broadband. My broadband connection is so bad that I cannot FaceTime from my living room or stream even with a repeater when I’ve had no issues with previous suppliers. They then charge you 15 to cease your broadband even once you are out of contract. AVOID AT ALL COSTS
- Location
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- Location
- Tirphil
- Reviewing
- Shell Energy
- Date
- 2022-03-22
- Comments
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Shell broadband is not a very good broad band service at all
- 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
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2023-12-20
- Comments
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After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
- Location
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- Location
- Hereford
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
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I have been a very satisfied Post Office Home Phone customer. Since Shell Energy is my Broadband supplier my Internet disconnect from my devices which are latest editions, frequently. Not happy.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-08-01
- Comments
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Awful company. Broadband is patchy at best, speed is NOT what is advertised. Sometimes you can generate 10MB connection speed, other times it just falls out completely. Web pages don't load properly, pictures and message interaction is a nightmare.
Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.
Tried to cancel but they put every barrier possible to delay you and thus fall out of the cooling-off period.
AVOID AVOID AVOID.
- Location
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2019-09-22
- Comments
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Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
- 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.