1,452 Customer Reviews over 37 pages
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-11-03
- Comments
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The actual WiFi itself is no issue. The issue is their completely incompetent staff. No problems cancelling the contract (shocker) - that was October.2 different staff members had confirmed that there was £47-something credited to my account and a refund of said credit would be paid on the 2nd of November. It has not. Talking to their customer services was like talking to a wet leaf. I went round and round in circles only to be told that there wasn't an account in my name,so there was nothing credited to said account and whoever had said there was, shouldn't have because my credit was 0 despite one worker saying I could use the credit on my account to pay for a different broadband deal if I wanted to (I havent). Not only have they taken whatever was on my account, they've also tried charging me £35 for a router I've already sent back??
Truly awful "customer service"....if you can call talking to a brick wall customer service
- Location
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- Location
- wakefield
- Reviewing
- Shell Energy
- Date
- 2022-08-22
- Location
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- Location
- Borders
- Reviewing
- Shell Energy
- Date
- 2022-06-14
- Comments
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Would rate nil if I could. THE worst service AND customer service I have ever encountered. Hassle started in December with the "super fast" fibre broadband that wasn't. Utter garbage and broken promises from them ad I tried to resolve with them. Finally gave up and moved to another provider. Accepted Shell's offer of compensation. And here we are in June. Still no compensation. Still not resolved. They are utterly, utterly dreadful.
- Location
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- Location
- Westhoughton
- Reviewing
- Shell Energy
- Date
- 2020-04-08
- Comments
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Since set up in February this year have had to restart the router every day as it freezes, more recently the internet keeps going offline several times a day,have tried everything they have suggested on how to resolve it but no joy.
Been told it's my BT master socket causing the issue.
Never had a problem with sky, plusnet or talk talk.
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2017-12-18
- Comments
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Don't use if you want to ever think you might need to contact customer service. It's a joke. Takes nearly 5 minutes to even join the queue and then for ever to actually talk to anyone. If you are unlucky you then are put in another queue. Customer service is nonexistent
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2017-12-16
- Comments
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Don't use this company if you think you might need customer service. Almost impossible to contact unless you are prepared to spend ages on the phone and listen to dreadful music. Email does not work.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2023-08-01
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-22
- Comments
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Nice speeds and netflixs works excellent for me.
A consistence and stable connection for quiet a while now.
Switch over was hassle free and exactly what i was told.
Saving money too. Happy days. xxx
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Comments
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Shell has not been taking out their payment on time and waited for two months before doing so. I have called Shell on many occasions, and still no improvement. The service is awful and I WILL NOT be renewing my contract. I had no such problems with the POST OFFICE. It takes over an hour before calls are answered.
Anyone reading this AVOID Shell broadband.
- Location
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- Location
- Rochester
- Reviewing
- Shell Energy
- Date
- 2018-11-19
- Comments
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Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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Avoid at all costs. What a disgrace of a company, we were sold this wifi as part of a deal when buying appliances from Currys. The cheapest in our post-code apparently, and feeling pressured on the spot that this was the fastest wifi in our area we stupidly agreed to shells wifi. 3 times in 7 weeks we have had to have an engineer out to “sort” the same reoccurring issue. Wifi works fine for a few days and then gets cut off down to nothing, takes over and hour to speak to somebody from customer service just to be told that you need to restart the router..lol. Very unprofessional to also be told “can you not ask a neighbor to use their wifi?” Because i work from home. First of all we pay to have our own working wifi and secondly who in the right mind even says that to a customer who should be getting what they pay for!! Awaiting for complaints team to get in touch so I can cancel and start with a better much more professional provider where i hopefully wont have to worry about my wifi being cut off an hour before i have to deliver a presentation! If i could rate them 0 stars i would.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2020-06-19
- Comments
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Atrocious wifi signal. Was okay for first few months then drops out regularly. Cust service deplorable. Contacted them and told I had too many devices connected and would need to upgrade. I had 1 PC and 1 laptop connected. A total scam.As in contract had to wait 4 months to change provider. Now only 3 months to go, then they're ditched and good riddance.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2023-05-29
- Comments
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Very poor router, keeps dropping Wi-Fi connections.
Stay away not worth even if given free, sadly.
- Location
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- Location
- LARGS
- Reviewing
- Shell Energy
- Date
- 2018-08-11
- Comments
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Had this broadband package about a month now had no problems at all in fact I would say it is better than my BT package that I had before as with BT everything would buffer and that was with superfast fibre with first utility I just have the basic cheapest package and so far its great. I think its just your luck and where you live to be honest.
- Location
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- Location
- Staffordshire
- Reviewing
- Shell Energy
- Date
- 2021-10-04
- Comments
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As all the other reviews, shocking. I was moved over from the post office and have received intermittent internet supply where it randomly turns off. I’ve tried a few times calling the helpline but I’ve been left on hold for over half an hour each time and given up. I tried emailing but they ignore those too. Just give copy and paste responses. They even tried to say they called me but they haven’t called me once. I’ve researched their service since and found they are a total shambles and have a huge string of angry customers that they just don’t care about. I think a few more of us need to go to OFCOM about them as it’s never going to improve.
- Location
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- Location
- burgess hil
- Reviewing
- Shell Energy
- Date
- 2019-10-12
- Comments
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The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
- Location
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- Location
- Bexleyheath
- Reviewing
- Shell Energy
- Date
- 2021-11-30
- Comments
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Postoffice/Shell Broadband state my line is completely fine. I have purchased a new ADSL, I have placed the cable into the test socket and I have moved my wiring, (even though I have had the phone and router in the same place for years). But my E mail states it's me (household) that has the issue. My speed is so slow that I can only write E mails. Their tech team never picks up, even when they call me and transfer me to the team. In my opinion customer service want to be seen as being active but nothing gets done.
The automated message when you call customer service keeps cutting out so you don't hear sentences.
I have requested to cancel my contract without a penalty as they are not fulfilling their side of the bargain.
- Location
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- Location
- Sutton
- Reviewing
- Shell Energy
- Date
- 2021-05-04
- Comments
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Absolutely *****! Internet keeps dropping in and out nothing but problems. But quick enough to suspend you when your a few days late with a payment but they can make you go without internet for a week or more!
- Location
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- Location
- West Midlands
- Reviewing
- Shell Energy
- Date
- 2022-11-23
- Comments
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was originally a Post Office customer who gave excellent service, however my contract was taken over and prices rose so I cancelled in August, they asked to return the router so I asked for a tracker label which I was told they would email to me. The label never got sent, rang again September asking for label, after speaking with 3 agents, 2 of which put the phone down! I spoke to an agent who said they would supply the label, again this never arrived. In the meantime I received a letter stating I would be charged £35 for the router. Back on to customer services I went and finally got through to a helpful agent named Amesh, and the label arrived. I posted this on 03/11/22 (this is how long it had took to get someone to actually listen). I went to withdraw money from my account on 18/11/22 to find that they had taken £35 charge from my account for not returning the router even though I had cancelled the Direct Debit as my services had ceased in August, so again onto customer services, the first operator cut me off, the second was given details of the proof of postage. I am still awaiting my refund. I would rather be without internet than go with this company, absolutely appauling customer service, no consideration for clients or their situations, it appears they are making a small fortune for charging people for non return of routers, dodgy as hell!!
- Location
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- Location
- MILTON KEYNES
- Reviewing
- Shell Energy
- Date
- 2019-11-23
- Comments
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Completely and totally dissatisfied customer. I really wish I had read the reviews of so many others before I bought. Wifi constantly drops, customer service is shocking. I've had to call 4 times and spend an hour chatting and still nothing. I was sent an email of steps to walk through which included unscrewing the front of the broadband box on the wall. When I told the agent I was chatting with it was ridiculous to ask people to do that, he responded that it wasn't ridiculous. I'm so so so fed up and angry, I'm considering paying the fee to end my contract.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-11-15
- Comments
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I thought I would change full fibre provider to shell energy broadband as they were cheaper.
What a complete nightmare!
I created an account, sorted out the direct debit details and received all the normal type of confirmations online which one would expect.
I waited for the go live date and activation code which never arrived, the live chat on the shell website always seemed to be unavailable, no emails were responded to so I contacted them by phone.
The first customer representative on the phone didn’t seem helpful and told me to wait another 24hrs before contacting them again, which I did.
The second time I contacted them, the representative was very helpful but unfortunately this is when I was told that my broadband with them wasn’t going to happen because my current provider BT had seized the line! whatever that means.
I contacted BT about this Seizure and they said shell energy had left the change over to late to happen and that in 24hrs my broadband will be cancelled by BT
So I will have no broadband for several days until a provider can provide the router and new contract.
So much for an easy seamless change of providers.
Feel free to draw your own conclusions from my nightmare experience.
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-08-08
- Comments
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It is difficult to imagine a more lamentable customer service than this company provides. On line, it is not even possible to state your issues as all potential avenues of engagement utilise inappropriate auto responses.
- Location
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- Location
- Bolton
- Reviewing
- Shell Energy
- Date
- 2021-04-23
- Comments
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I’ve been with Shell Broadband for 20 months. In this time I moved house and apparently they can’t move my broadband but can only sign me up on a new 18 month contract despite only having 3 months left. They did this last time I moved and I agreed. This time I’ve checked and there are several providers who are £10 a month cheaper. So I now have to pay for 3 months service I won’t use. I will never sign up to any shell products again and also advise EVERYONE TO AVOID!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-11-04
- Comments
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Avoid! Attractive headline prices but misleading sales advisors abound.
We signed up having checked twice with Shell staff (and on their website) that we could keep our landline number. Apparently it is simply not possible for the majority of Virgin Media customers to take their phone number. Shell call centres woefully short staffed so expect to spend 30 minutes to get anything dealt with (charged number). The clue is in the name: sHELL!
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-09-30
- Comments
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The most appalling customer service. If nothing goes wrong with your bills then they are fine. But if you need to get something corrected (their errors) it is incredibly bad. Slow to answer, calls get cut off, promises made are not kept. I have spent HOURS on the phone trying to get their errors corrected. AVOID LIKE THE PLAGUE
- Location
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- Location
- WIRRAL
- Reviewing
- Shell Energy
- Date
- 2024-01-06
- Comments
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From day one we had problems. The router would drop connections meaning we had to restart it. I complained and they said they would adjust the settings. Now 5 months later it's still the same I am cancelling the contract and they are threatening big termination fees and one of the people I spoke to said they would block me from signing up to another provider. Thank god they are no longer available save another person getting ripped off
- Location
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- Location
- Harrogate
- Reviewing
- Shell Energy
- Date
- 2022-09-12
- Comments
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Signed up for 36mp broadband only. Price is fine. When fitted it worked for 4 days. Over a week without broadband now, waiting on an engineer. Took 2hrs on hold trying to get hold of someone. Not a very good business plan or model if this is to go by.
- Location
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- Location
- DURHAM
- Reviewing
- Shell Energy
- Date
- 2021-08-10
- Comments
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Abysmal.
Fooled into joining by the cost, and the proclaimed broadband speed in my area.
Plusnet appears far cheaper. The broadband connection constantly drops and I lose it.
Do not sign up.
- Location
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- Location
- Tavistock
- Reviewing
- Shell Energy
- Date
- 2022-05-24
- Comments
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Was transferred to Shell Energy when the Post Office withdrew from the market. Promised a "seamless" changeover with no increase in charges. I was without an internet connection for two weeks and have now been wrongly charged £35. Asked to return my PO router, which I did. I was then pestered with letters reminding me to return the router and finally one telling me that as I had not returned it I was to be charged £35. I checked Post Office Track and Trace and the router had been received and signed for. Called Shell and had the usual 40 minute wait to speak to someone. Finally they answered and agreed that the router had been returned but said that I would be charged for it on my next (first) Shell bill. I explained that if that happened I would NOT be happy. The bill duly arrived and there was a £35 charge for an unreturned router. Tried contacting Shell twice by email - no response either time. I wrote a letter (recorded delivery) to the complaints department, which promises a written reply within ten working days. Eighteen days later and (you've guessed it) still no response whatsoever. Emailed them yesterday (23rd) and as yet still no reply. My next step should they not reply after 56 days will be to contact the ombudsman. The broadband connection has to date been reasonable and I have had no outages. THE CUSTOMER SERVICE STANDARD OF SHELL ENERGY BROADBAND IS DREADFUL. DON'T SIGN UP UNLESS YOU HAVE PLENTY OF SPARE TIME TO SPEND WAITING FOR YOUR CALLS TO BE ANSWERED AND BE PREPARED TO RECEIVE NO RESPONSE TO YOUR EMAIL OR WRITTEN COMMUNICATIONS.
- Location
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- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2022-06-26
- Location
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- Location
- Fife
- Reviewing
- Shell Energy
- Date
- 2022-02-03
- Comments
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I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-04-25
- Comments
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I joined shell due to a promotion via SAGA.I then lost all internet one day about 7 weeks ago, which is very bad as I work from home. I phoned shell, waited 45 minutes for a response. They told me they would speak to OPenreach, but "if the broadband was working when Openreach arrived they would charge me £60". That evening 3 of my neighbours, (Only a few people live along this quiet lane)said they had the "no internet" for hours issue, and had already spoken to tHEIR supplier, so Openreach were coming already. In fear of THEIR engineer fixing the line before my engineer arrived,and me being fined, I called Shell and said cancel as Openreach were coming anyway. Openreach failed to fix it. The internet has now been lost for me and my neighbours EVERY day from 11.a.m to late at night for 7 weeks! For 7 weeks endless engineers have been visting the Drove, and nOT fixing the issue. MY neighbours have been given new routers (which didn't fix the issue) and also compensation; I have not as I was naive enough to cancel, a dnot waste people's time as engineers were coming anywa. I decidedto phone Shell again, they could surely SEE that the line/my internet for which I was paying had been lost every day for 7 weeks. MY neighbours (with B.T.) could access the internet logs to show the history of the "drop outs". My rotuer does not allwo that, so I asked Sheell (another 40 minute wait) for the information to back up my complaint. They cut me off, and didnt phone back. 3 days (of no interent!) later I phoned, complained, and was promised they would get the logs to me by "2pm that day at the latest". 4 days later still no contact. I then wrote an angry letter to "Complaints" that they had not fixed the internet, not offered compensation, not apologised, and not got back to me once. That was 2 weeks ago. So far I have yet to have ANY reply or ackowledgement whatsoever; they do nothing at all. Other than still taking money from me every week for a service they are not providing, and a customer help line that doesnt help, and people who promise to get back to me who never do. I have sent one more email cataloguing this appalling sequence of disgraceful "service", demanding the record of my dropouts so that I can send to the ombudsman, and to show their financial dept to verify my just desire compensation. I have still had nO response or apology or contact of ANY kind from anybosy in their "organisation". NO RESPONSE whatsoever. I am now having to seek out the address of their C.E.O to find out why their help line does not help people, why whoever runs their help line does not sack the so called helpers. I was in management for 28 years, I have truly never EVER known such complete lack of interest or effort or respect to a paying customer in my entire life. They are a total disgrace, and simply should have their licence taken away as a provider. I can only assume they are refusing to rspond because they know that once I have the evidence of the hours and days of lost interent they are aware that will take it to the Ombudsman, Gloria Hunninford "Rip Of Britain", and anywhere I can. To NOT even respond is simply unacceptable behaviour, and I have written to and spken to 4 different individuala, all of whom promised to get back to me with the logs etc, all og whom presumablty then put the phone down and tore up the complaint. So it is not one bad apple. It is symtomatic of the entire appalling "organisation". Yes, I am furious. Do NOT go anywhere near this disgusting company.
- Location
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- Location
- Cf83
- Reviewing
- Shell Energy
- Date
- 2021-08-19
- Comments
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I would never go with this company again I was quoted a price through Uswitch but when I called the customer help line the lady said I had it through another website I complained no luck. At the end of the the 12 month period I have gone with another company i now have been charged for not returning the router which I sent back and it has been delivered to them avoid the company.
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Shell Energy
- Date
- 2022-03-04
- Comments
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Post office customer transferred to Shell energy. Customer service is terrible, by far the worst I have experienced in any company. Called but no answer after an hour of waiting, live chat had no response or automated responses, messages them using messenger which got a reply every 4-6 hours and eventually got a call from customer service. Agreed a price of £21.99 a month + £30 good will payment for difficulty in contacting them. My next bill they took £37.00. Refused to refund so I told them I would leave. Was still in cooling off period so arranged with BT. Now shell energy have sent me an email saying they want me to activate my new account and have set up another direct debit. Avoid them at all costs. Maybe cheap but quality is poor
- Location
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- Location
- Westhoughton
- Reviewing
- Shell Energy
- Date
- 2020-07-09
- Comments
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Awful, just Awful, the broadband itself seems ok but the supplied router is useless weak signal after a few feet, continually dropping connections, customer service awful.
- Location
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- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2023-01-03
- Comments
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I have been using Shell Broadband since early November. The router arrived a few days before activation and set up was easy. I have had no problems since. Consequently I haven’t used their Customer Service so I gave them 5 stars.
- Location
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- Location
- Denton
- Reviewing
- Shell Energy
- Date
- 2020-08-03
- Comments
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Joined Shell broadband after Years of BT. Maybe I'm one of the lucky ones but so far Shell is ten times better!!
- Location
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- Location
- harrogate
- Reviewing
- Shell Energy
- Date
- 2022-10-20
- Comments
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I have nothing good to say about Shell Energy broadband. Ignore their speed figures because you won't get anywhere near. Customer service is a shambles.
- Location
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- Location
- ammanford
- Reviewing
- Shell Energy
- Date
- 2022-10-27
- Location
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- Location
- Penzance
- Reviewing
- Shell Energy
- Date
- 2019-06-17
- Comments
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I switched broadband and phone, my change over day was today. Broad band switched phone is dead, broadband so weak can’t get Netflix or Amazon.
Been in an online help que for an hour now.
Wish I’d stayed with Sky.
- 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.