1,452 Customer Reviews over 37 pages
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-01-12
- Comments
-
Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.
Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I haven't had my first bill yet and I spent so much time holding the line with their customer service. Never manage to have a resolution but only be passed between customer service, retention service and technical support.. not a single person has taken ownership of the issue or got anywhere close to give me a solution. I'm dreading the thought I'm now stucked with them for over a year. What a massive mistake !!
- Location
-
- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
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I was a post office customer and then Shell took them over. I recently had my broadband suspended (DD had failed in April) I called them up to discuss 50 mins I finally got through to someone. They had tried to take a payment twice and it failed but the email on the second failure said they would try again in 10 working days (money would have been in the account then. The call centre operative said I was on a manual payment.
So they had not been able to take any money since then. I am not one of those people who check every direct debit but know that each month there is a certain amount for bills that comes out.
But... they continued to rack up my monthly bill until today I had to pay £110 and there was no policy. They said their rules where it had to be paid. I work from home and need it so had to pay.
So long story short 1hr 40mins on the phone.
Held to ransom over their policy of suspended accounts
Billed for 4 months without knowing there was an issue
Filled a complaint with them.
Going to the financial ombudsman as I think their trading practices are a bit dodgy
- Location
-
- Location
- Caxton
- Reviewing
- Shell Energy
- Date
- 2022-11-19
- Comments
-
Terrible service, slow speed, constant breakdown in email account !
- Location
-
- Location
- Calne
- Reviewing
- Shell Energy
- Date
- 2022-09-05
- Comments
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I have been a client of Shell Energy for a few months and I can not wait to leave. The Internet is shocking. It cuts out on average 10 times a day for about 5 minutes at a time. In the last 3 days I have had 4 hours of connectivity. The rest of the time I have zero Internet connection. The light on the router is either red or not lit up. I have called numerous times, been on hold for hours and I am yet to actually get hold of a human being. Nobody seems to work for your customer service. How you exist as an Internet provider is beyond me.
- Location
-
- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Comments
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Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn't wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn't.
I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs's has been a very poor experience.
- Location
-
- Location
- Sidford sidmouth devon.
- Reviewing
- Shell Energy
- Date
- 2018-11-23
- Comments
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This is dreadful .so many bad reviews why is no action taken they just don't care I was put onto this by carphone warehouse won't deal with either ever again .18 months of no hope .
- Location
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- Location
- Bournemouth
- Reviewing
- Shell Energy
- Date
- 2021-04-22
- Comments
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Poor reliability, very very poor customer service and complaint handling is basically claiming issues don’t exist or are the customers fault. Stay well clear
- Location
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- Location
- Derby
- Reviewing
- Shell Energy
- Date
- 2019-06-13
- Comments
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Got switched from First Utility to Shell Broadband automatically. We were very happy with First Utility. The speed was good, and it was cheap. But Shell Broadband has been terrible from the day we were switched over. The wifi drops out multiple times a day. Has anyone found a way of avoiding the extortionate early exit charges?
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2023-11-23
- Comments
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Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.
- Location
-
- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-12-08
- Comments
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Connection drops or only gives me 6mb now for the last 6 weeks, it was working fine before that, tried to call customer service and after 45 minutes I got through but I explained what the problem was and the guy put the phone down on me, I’m now trying to call back but they will be closed by the time I get through. Not fit for purpose, use someone else.
- Location
-
- Location
- Weston super mare
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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Don't bother. I'm now leaving.
Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I'd have a call in 2 days. Call them to follow up, was told I don't need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.
I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn't listen, did speed test and said your speed is above your minimum, so not sending new router.
Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.
So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-08-10
- Comments
-
Simply the worse, shop around if your already locked in a contract with these cause some companies will pay your contract out like Iv luckily had done. 15 months of absolute garbage lmao
- Location
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- Location
- Brighton
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
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So far great! OpenReach installed the fibre from the pole outside. Guy did a very neat job. I managed to connect my google nest directly to the fibre termination box. Speed is between 850 and 901. No complaints at all! Half the price of virgin.
- Location
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- Location
- U.k
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
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The broadband speed so slow it STOP working after few days then u have to call them again and again
Which take so long to pick up calls ,u have to call them every week that broadband STOP working. BAD BAD BAD services.I wana cancel my contract but thay charge lot of cancellation fee,Please don't buy their broadband ever.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-10-23
- Comments
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Shell has been an appaling service.
WiFi barely working, many times we couldn't even load a YouTube video.
Hidden charge if you don't return router and to find the label I had to call the customer service because they don't provide any information to you.
Returned the router and we were still charged.
DO NOT GET THIS EVEN IF YOU SEE A GREAT DEAL.
If I could put 0 stars I would.
- Location
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- Location
- Tadley
- Reviewing
- Shell Energy
- Date
- 2023-04-26
- Comments
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I dealt with Buckie in customer service , she was excellent in putting my complaint forward, and had really good customer service skills, and sorted everything out for me, including a £80 refund, I would definitely say this is the best result I’ve ever had. And would recommend SHELL BROADBAND .
- Location
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- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2021-08-16
- Comments
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The broadband was always reliable, but the router was dreadful. I replaced it with my own TP Link router within a month of taking out the contract and threw the Shell router in the bin...18 months later and I have to pay £35 for the privilege of buying a £150 router to make their Wifi work. Terrible!
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-10-18
- Comments
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Not long switched to Shell Energy. Broadband received and after four days of Poor quality connection, low range router and speed, called to cancel, only to be told that I was outside of my 14 day cooling off Period when the contract was signed. Despite explaining that I’d only actually had the service four days ago / this was the case.
Spent ages on the phone trying to get this sorted, moving from department to department and in the end have given up trying to speak to anyone to resolve.
They have no customer advisors available - poor quality products and awful service. Reviewing options
- Location
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- Location
- west sussex
- Reviewing
- Shell Energy
- Date
- 2018-12-09
- Comments
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Beware - Be Warned. These sharks offer a £19pcm deal. Once installed they slow you down deliberately then offer their more expensive faster service - they operate a no contact 'service' too - avoid as you would the plague.
- Location
-
- Location
- Emsworth
- Reviewing
- Shell Energy
- Date
- 2019-02-28
- Location
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- Location
- Brierley Hill
- Reviewing
- Shell Energy
- Date
- 2021-05-25
- Comments
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I do not recommend crooks do not keep their word. They impose additional fees.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2021-04-14
- Comments
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I would not recommend this company. I have been migrated against my wishes from the now-defunct PO Broadband, and the customer ' service ' has been abysmal. There are better options out there.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-02-07
- Comments
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Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.
- Location
-
- Location
- cheshire
- Reviewing
- Shell Energy
- Date
- 2019-09-02
- Comments
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Do not even apply this is the worst service I have ever had.Service staff are rude and arrogant ,speed is that of an elderly slug, reliability is a joke. I tried to terminate within 14 days charge is applied.
- Location
-
- Location
- Atherstone
- Reviewing
- Shell Energy
- Date
- 2023-08-22
- Comments
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Absolutely rubbish.
If you move to another room or sit outside your Internet connection is lost. Every time you switch your tv on it comes up no internet connection. This as to be the worst internet company on the market. Glad we are leaving soon.
- Location
-
- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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The change over from the post office
seems to be a bit of a problem.I cant
get in touch with them too sort out my
account.You wait for ages on the phone
were you just give up nothing like as
good as the post office at least you
could talk too their customer service.I dont think Shell energy have one.
- Location
-
- Location
- Buxton
- Reviewing
- Shell Energy
- Date
- 2022-07-07
- Comments
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Do not use this company, you have been warned! worse than TalkTalk, Blatent lies about speeds, promised 14 day get out clause if not happy which again lied about, 3 hour waits on phone to complain, claimed they didn’t receive the router back even though I had proof of postage, loads of apologies but no refunds or compensation, absolutely dire customer service
- Location
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- Location
- Cumbria
- Reviewing
- Shell Energy
- Date
- 2022-02-22
- Comments
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The router (allegedly new) uses old security and on all Apple devices says “weak security”. Over an hour to customer services, complete joke. Never had this with sky!! They assured me it’s secure but I don’t believe them. Certainly won’t renew after contract runs out. This is day 1 and totally unsatisfied with no resolution from shell.
- Location
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- Location
- Plymouth
- Reviewing
- Shell Energy
- Date
- 2023-02-21
- Comments
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This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars...!
Do yourselves a favour and DO NOT have anything to do with this bunch of greedy, careless, Liars... Stay well away..
- Location
-
- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2021-06-27
- Comments
-
Absolutely awful company in every way. Been with them 4 months so far, still no connection to the internet, they will trap you into more charges in every way they can. Avoid getting into a contract or engineer visit, is going to end up costing me hundreds for nothing but stress, no connection & extremely poor customer service. Believe nothing they say….
- Location
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- Location
- Liverpool
- Reviewing
- Shell Energy
- Date
- 2022-04-05
- Comments
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Been with shell for 4 months and for the 2nd time I'm left with no service. 10 days in total now. Customer service is non existent and that's when you can actually get through to someone. I've had to go out and buy a mobile router because no one at shell is interested in sorting the problems out yet I'm still expected to pay my bill on time. Keep away from this company. I'm sorry I switched
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2020-07-29
- Comments
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I have been with Shell Broadband for 18 months paying one of the lowest rates on the market. Their broadband reliability has been excellent with no drop outs at all and although I’m only on the basic broadband the speed is consistently over 10 mb. Their customer service is prompt and courteous and I can recommend them to anyone. I have no complaints at all.
- Location
-
- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2020-07-25
- Comments
-
AVOID. Shell failed to port my landline number (which I have had for 18 years) and tell me it is now 'lost' forever. Customer service is terrible when it comes to trying to resolve or understand this. Email comms also terrible/absent/inaccurate. AVOID AVOID AVOID.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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Total rubbish. Keeps falling out. Their"award winning router" can't hold a signal for 5 minutes without it disconnecting. DO NOT BUY
- Location
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- Location
- Wolverhampton
- Reviewing
- Shell Energy
- Date
- 2020-10-25
- Comments
-
This has to be the worst customer service that I have experienced.
The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
What a joke. I've given 1 star as I couldn't submit with zero stars.
- Location
-
- Location
- Blackpool
- Reviewing
- Shell Energy
- Date
- 2023-02-14
- Comments
-
Absolutely disgraceful service that pass you round in circles with no solution.
The product doesn't work relaibly and the router drops the WiFi completely in the next room.
I'm thinking of buying out of the contract its that bad.
Avoid this company and product at all costs.
- Location
-
- Location
- woking
- Reviewing
- Shell Energy
- Date
- 2022-04-14
- Comments
-
Shell energy customer service is hopeless.At least 1 hour to wait before they pick up the phone.At least an hour to wait till you through on a chat line.never less than 40 people in queue.Hopelessly understaffed.
Could not solve a simple phone problem for me in 2 weeks.Said it was solved but it wasnt.
I have had enough and am moving every thing to talk talk.I was through to their customer service immediately....no wait
- Location
-
- Location
- BENFLEET
- Reviewing
- Shell Energy
- Date
- 2019-09-26
- Comments
-
just started with them with first bill,they have put vat at the end of the bill? is this right? talked to them cant get a positive answer , not had this with any previous supplier, not in the small print about this,feel conned ? buyer beware.
- Location
-
- Location
- Uk
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- 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.