1,452 Customer Reviews over 37 pages
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- Location
- Morden
- Reviewing
- Shell Energy
- Date
- 2020-03-31
- Comments
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It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.
- Location
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- Location
- Clacton
- Reviewing
- Shell Energy
- Date
- 2022-03-25
- Comments
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3 hours on the phone, I’m currently on the phone again! AVOID!!!
- Location
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- Location
- ebbw vale
- Reviewing
- Shell Energy
- Date
- 2024-01-08
- Comments
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absolutely shocking i changed to come with this company no service at all no wifi or anything shocking customer service then they told me I had to go at least 1 month with no service if i was lucky i would highly recommend that you stay away
- Location
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- Location
- Leicestershire
- Reviewing
- Shell Energy
- Date
- 2022-11-30
- Comments
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The internet cuts out all the time. It's not my device as it happens across phone and laptop. Even when it does work, the speed is slow and it only really reaches the small front room where the router is.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Can’t log in to my account, currently on the phone to sort my extremely low broadband speed still trying to sort it after over 2 hours on the phone, I asked them to call me back after an hour as I was incurring call charges, I was a post office customer and wanted to cancel as the low b/band was affecting my home business to be told I would incur a £174 fee by Ian, my contract started 11 days ago I should have been in my 2 week cooling period, really disappointed with shell
- Location
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- Location
- Taunton
- Reviewing
- Shell Energy
- Date
- 2019-08-02
- Comments
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We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.
When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.
A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.
They really don’t seem to care. I will be moving as soon as my contract is up.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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DON'T USE
It takes nearly 15/18days to receive the bill which was pass payment day.The bill was not clear on what you have pay, we have now changed our broadband company and now waiting for refund from shell.They told us 10days for refund from August made another call and they said 20days september and just made another call today and they said another 10days so still waiting for our refund.
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2024-02-27
- Comments
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This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.
- Location
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- Location
- Lea village
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Absolutely hate this company I’ve got 7 day without internet and nothing from them to many complaints to even say
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!
I've been forced to go to another provider and had to pay an early exit fee for 289.00.
Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.
Terrible customer services, no the worst I've ever come across!!
- Location
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- Location
- Huntingdon
- Reviewing
- Shell Energy
- Date
- 2021-07-22
- Comments
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You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know
- 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
- Wolverhampton WV12
- Reviewing
- Shell Energy
- Date
- 2023-02-22
- Comments
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Refuse to honour the 30 day cancellation policy, despite a looming price hike. Followed through with the complaint and they insist on charging the full amount of my remaining contract if I cancel £170 for 9 months. I will never entertain signing up with Shell Energy again
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2020-10-17
- Location
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- Location
- Ayrshire
- Reviewing
- Shell Energy
- Date
- 2022-04-19
- Comments
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Where do i start
Speed max is 20 mbps
Emailed multiple times to complain. No reply.
Phoned and Put through to technical. 1hr20mins im still on hold.
Have now cancelled and moveing to new provider.
- Location
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- Location
- Birkenhead
- Reviewing
- Shell Energy
- Date
- 2020-08-26
- Comments
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I pay for super fibre optic as tbey say but its the slowest Internet i have ever had most of the time its less than 5mbps and it constantly cuts out for hours theres no customer service and theres no website to tell if its a problem on there end even though it is horrendous internet company do not bother.
- Location
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- Location
- swansea
- Reviewing
- Shell Energy
- Date
- 2020-09-07
- Comments
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Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2023-04-28
- Comments
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Complete disgrace. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat your now ex loyal energy customers. Of course I will now be switching energy companies. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some random reason. Passive aggressive behaviour. i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these people push you around.
- Location
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- Location
- Birmingham
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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I thought post office service was bad but she'll take the biscuit. Absolute waste of time crappie service unbelievable after service just diabolical. Never again good ridden in December.
- Location
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- Location
- Mickleover Derby Uk
- Reviewing
- Shell Energy
- Date
- 2023-11-10
- Comments
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Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2024-03-27
- Comments
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Over priced, Shell sided contact. Frequently boosting the fees. Worst ever!
- Location
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- Location
- Rochester
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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I left shell energy broadband on the 5th April and switched to another provider. On the 12th April I got charged for my monthly broadband fee of £18. I rang on the 19th April and was told to wait for a final summary. I rang on the 11th May and explained I have not received anything. I was told I had to request a refund. I rang on the 18th May and was told there is a process to refund. I had to wait 10 working days for a refund. It has now been 10 days on the 1st June. First handler told me the refund was only approved yesterday on the 31st May. I would have to wait 10 working days. I told him this is unfair and not acceptable. I asked to speak to a line manager and wished to complain. He told me I could not and that he could not put me in touch with a senior manager. I feel like this has not been handled very well at all by your customer service team. It has caused me a great deal of stress and no faith in the company. Avoid this company at all costs
- Location
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- Location
- Leamington spa
- Reviewing
- Shell Energy
- Date
- 2023-07-10
- Comments
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They are very bad in service, font go for shell energy broadband. I have a very bad experiences as compare to others
- Location
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- Location
- Stanley
- Reviewing
- Shell Energy
- Date
- 2022-07-09
- Comments
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This is the worst broadband going ever since it changed from the post office to this ive had problems all the time and when i ring up 4 different times shell energy gived me different options all 4 times and wants to charge me £65 for an engineer to come out and see the fault and im on the post office monitor still but they wont send me there monitor untill the engineer say i need a new 1 even though ive had connection problems for months now and if i want to leave them they are charging £300 just to leave the broadband its so ridiculous
- Location
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- Location
- birmingham
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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absolutely terrible wifi broadband. when the weathers bad the wifi basically cuts off and stops working. can’t even play the ps4 because all the games lag
- Location
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- Location
- Falkirk
- Reviewing
- Shell Energy
- Date
- 2018-12-31
- Comments
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Constantly crashing every 5/10mins. Takes me 2hrs to watch a 20min prog on now TV. They have admitted they can see it dips constantly (I've kept screenshots) yet it's still the same. Asked to send a pic of my setup....yeah my setup has worked perfectly for every other provider. Perhaps start providing the service you are paid for. Can't even get dates right on emails. Claimed I had a missed payment on Xmas Eve when in actual fact they went in on the 21st for it! Then when you screenshot emails and bank statements and send them they start slavering about 3days to clear. Avoid avoid avoid. If I can get out this contract without being hit with their RIDICULOUS termination AND cease charges I will. I'm off to citizens advice! Why should I pay to terminate a contract THEY are not FULFILLING
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2019-12-02
- Comments
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Was meant to of been connected to phone line for my broadband on the 28th of November did not hear anything by the afternoon after waiting in so phoned only to be told that they drop it been cancelled he would find out what was wrong and phone me back possibly the next day I did not hear anything by the 2nd of December I phoned to find out what was going on only to be told that they would connect me without any waiting but I complained about not receiving the phone call and not being kept in the loop customer service appalling I would write them as a zero
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Have been migrated from Post Office last week, all seemed okay until a day later. Can no longer log on to the server, cannot send emails, lost the phone line for 3 hrs, and after 3 customer service people and 2 hours later have been told they have a problem. What a surprise, UNDERSTATEMENT of the century, what a complete bunch of clowns.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2021-02-27
- Comments
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Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service
- Location
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- Location
- bristol
- Reviewing
- Shell Energy
- Date
- 2021-02-17
- Comments
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Avoid Shell broadband like the plague.very poor customer service..no one gets back to you after promising to..they told us they would deal with our case..but the guy who said this never did.The slow broadband speed we had for months on end was not our fault and we were told we would get compensation but didnt deliver..engineer had fixed the problem and told us our speed was now ok..but had no confirmation of what we are actually paying..eventually went on the app to see we are on the fastest speed and paying for it even though i did actually ask to cancel this higher price as the original speed would have been adequate if it had been working right in the first place..very dissapointed
- Location
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- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2021-12-09
- Location
-
- Location
- POLEGATE
- Reviewing
- Shell Energy
- Date
- 2021-09-03
- Comments
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The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.
- Location
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- Location
- Watchet
- Reviewing
- Shell Energy
- Date
- 2021-11-15
- Comments
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Our Internet connection is frequently not working . When we do get it it's less than 2 MG. At the moment it is .5 They have broken our contract with us so we looking to switch.
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2022-05-17
- Comments
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If you're not with Shell..please don't. I have been on hold for over 30 minutes twice! I cannot get through to anyone at ll. My web entry into my account is not working. I have been overcharged since they took over from the Post Office monthly more than doubled. Don't touch them with a fibre optic barge pole! I would not even give one star...they're just not worth it!!! Absolutely awful! Words cannot express my frustration!
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2020-05-18
- Comments
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Avoid like the plague.
Appalling speed, wifi coverage and customer service.After 6 months of below average service wifi started dropping out. Got the usual guff about 'too many devices connected' (I didn't have) all a con to get me to sign up for 18 months superfast fibre.
I'll be changing provider ASAP.
- Location
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- Location
- Bruton
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Comments
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The worst customer services I have every dealt with, rude, law breaking (some of the call staff refuse to do a SAR on request and many have no idea what it even is) The reliability of their internet they inherited from the Post office. DONOT DEAL WITH THIS COMPANY
- Location
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- Location
- Pickett
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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Awful service and even worse customer service.
If you can get through to someone then they can’t deal with the issue and have to request a manager to call you back( they can’t put you through)
Up to 48 hrs wait which when they do not call you ,you have to wait another hour on the line to request a manger call you. If I could give zero I would
- Location
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- Location
- Altrincham
- Reviewing
- Shell Energy
- Date
- 2018-03-28
- Comments
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Promised between 2mbps and 17mbps, never once has it reached over 1.7mbps and upload of 0.3mbps with a latency of 328ms!!! It'd be quicker to get a hamster in a wheel or a boiling kettle to provide the connection. Sign up at your peril.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-04-12
- Comments
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The worst customer experience you could imagine. Passed to 4 different people none of whom knew what they were doing. Just kept passing me on and behaving in a totally robotic way. One of them in particular should never have been allowed near a customer.
Do not use this company
- Location
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- Location
- Burscough
- Reviewing
- Shell Energy
- Date
- 2018-05-05
- Comments
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Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
- Location
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