1,452 Customer Reviews over 37 pages
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- Location
- Cullercoats
- Reviewing
- Shell Energy
- Date
- 2023-10-24
- Comments
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curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose
- Location
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- Location
- Minehead
- Reviewing
- Shell Energy
- Date
- 2021-12-02
- Comments
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Company not fit for purpose.
Broadband provider, I don`t think so, nightmare providers.Speeds unusable, promise average 11mbps.get 4mbps if your lucky on top of that wifi signal NOT FIT FOR PURPOSE. Customer service NOT FIT FOR PURPOSE. SERVICE . NOT FIT FOR PURPOSE, do they care about the shockingly bad service they provide. NOT A CHANCE. ROBBERS is an UNDERSTATEMENT. AVOID if you have got any sense.
- Location
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- Location
- County durham
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Location
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- Location
- New Cross
- Reviewing
- Shell Energy
- Date
- 2019-09-16
- Comments
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When I first purchased Shell broadband, I thought it looks decent. I was previously with Sky broadband. For the past 24 hours, all of a sudden, my internet stopped working on my laptop and phone. I called Shell I was told that someone will call me back. Nothing. It's frustrating because I work from home. I have to go Internet cafe just to work. Ridiculous. Really angry. I regret coming off sky.
- Location
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- Location
- minehead
- Reviewing
- Shell Energy
- Date
- 2022-11-01
- Comments
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shocking in every sense of the word robbers and scammers to say the least, i wish i`d have read reviews before purchase because i would have ran a mile, locked into dreadful contract service and customer services are beyond a joke,
- Location
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- Location
- Alconbury Weald
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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I have spent the best part of 6 hours on the phone. I was awaiting a hub which has never been ordered. Been put through to every department known to man. None of which have been helpful. My current call is now 1hr 15 mins awaiting the retention team even though I’ve never been a costumer
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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Absolutely no problem with the changeover to Shell Energy Broadband and I had 12 months of the best service ever. Not one problem and the router had a good range.
I was so pleased with their performance that I emailed asking for a quote to stay with them, unfortunately they didn't reply until 10 days into my contract with another provider.
The day after my contract ended was the start of all my problems. Demanding the router be returned in 9 emails even though I sent it on the first day after my contract with them ended. I gave them the tracking details which showed it was delivered to them on 10th March. I have just received another reminder this morning (23rd) to the effect I would be charged for the router if I didn't return it (they've had it for 2 weeks now).
This rang alarm bells and I checked on the reviews for Shell. Sure enough people have been charged and are fighting to get their money back. D/D form cancelled immediately.
The next problem was they cancelled my online account then sent me an email with a link to that account for my final bill. I have emailed them numerous times requesting a final bill but so far no reply. I will happily pay any money I owe as soon as they send me a final bill.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2024-01-30
- Comments
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I started using Shell Broadband in 2023. It didn't start well with poor router equipment, but they did rectify this by sending a couple of router extenders. We moved home early 2024 and I had several discussions with them early December about the move and the importance of it being live by mid-January. I was assured multiple times it would be done. This didn't happen. Several phone calls, emails and personal expense to bridge the gap later we seemed to be getting somewhere with a new date of 1st Feb for activation. I get a call on January 30th to say that they wouldn't be able to provide broadband to my property AT ALL and thus had to cancel the order entirely. Leaving me with no broadband already for 2 weeks, and probably another 2 weeks to activate with someone else. Absolutely diabolical service no matter which department you ended up speaking to. Steer clear.
- Location
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- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2018-01-19
- Comments
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Very pleased and all good.
I work from home so use the internet all day long.
Its never let me down so i can only praise the service.
GREAT..
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2021-07-26
- Comments
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I left early, paying them £150 exit fee for them to **** off. A guy came to the door last year offering a broadband and energy deal - the broadband price didn't get credited and I send weeks and weeks trying to convince shell that this guy came round and offered us a better deal, showing proof and being assured it would be sorted. No luck. So a year later I finally caved and they can **** right off.
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2020-01-05
- Comments
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Paid for high speed of 14-21 gbps, getting between 8 and 10. totally dissatisfied. Feel I'm being ripped off.
Said they would get Open reach to investigate, but nothing has been done DO NOT SIGN UP.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-03-25
- Comments
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I get 40mb with Shell, PlusNet were far faster.
I also didn't use the correct link to get the 'deal' and by the time the first bill came, I contacted them and they just said 'well it's too late to cancel now'. Awful customer service.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Shell Energy
- Date
- 2020-12-12
- Comments
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I am coming to the end of my contract and will be leaving asap. I have to restart my router about once a day because the service keeps dropping. I have never had this with any other service provider. Shell's offer of fibre for an extra £2 a month would have been tempting but I am sick of constant problems. Be warned; do not go with Shell.
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2022-11-04
- Comments
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Changed to new contract supposed to be 19/10/22 did not have any Internet for 2weeks kept ringing 1hiur wait till anyone answered. Said line could be faulty. Openreach would come and check heard nothing after taking time of. Needed Internet since husband connected to hospital. Kept phoning then they said it was router. Sent router out still didn't work. Phoned again said they had sent wrong router and would put in a complaint and some would phone 31/10/2022 guess what no one rang. So waited again router said they would send it by dpd since urgent came by post. Rang again said someone was phoning 2/11/2022 still no one did. So rang again 3/11/2022. Asked to speak to a manager got told they can't put you through policy. So he spoke to him said he couldn't ring for 48 hours since he was busy. Asked if he worked Saturday said no so how can he ring. Chap I got was working from home could hear cat in background I asked him if he was and he said yes. Still waiting. Do not go with this company. I was transfered from post office
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-12-16
- Comments
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Despite having problems since our contract started (8mths ago), Shell Energy has not fixed our problem. There is nothing wrong with the BT line, that is always reliable, the problem is with the 'not fit for purpose' wifi router that Shell Energy provide for their customers. No wonder it's cheaper - it doesn't work. We are not totally without broadband for all our devices except for this laptop where I have plugged a wire into the router. We call Shell Energy today and used their call back service. They haven't called back. We are beside ourselves and have no choice but to source a provider and pay two providers - one Shell for a non-service, and our new provider who we know will be more reliable and we moved from them to save £3 per month by moving to Shell. Worst broadband mistake we have ever made
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-10-16
- Comments
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Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-07-01
- Comments
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Broadband from Shell energy is the worst broadband we have ever used. The wireless router is so unreliable, Shell Energy advised us to use wires throughout the house!!! The signal is totally unreliable, as it comes and goes between 2-10 times per day. It's a terrible broadband facility and I cannot wait to get out of this contract. Only 9 and a half months to go. Please don't set up a contract with Shell Energy, unless you want no end of disturbances and stress. It's the worst broadband decision we have ever made
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-11-12
- Comments
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Anyone who is looking to switch to first utility broadband please don't they are the worst internet provider ever. I have been having problems from day one and still have.I wish i read reviews before i joined, but its too late now.
- Location
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- Location
- Hitchin
- Reviewing
- Shell Energy
- Date
- 2018-06-04
- Comments
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Once I was set up with first utility the 14 day cooling off period had finished so from the initial set up I realised I was locked into 18 months of useless broadband. I can't watch BBC iPlayer without buffering every couple of minutes. It is an appalling service and they do nothing. Download speed 1.8Mbps, upload 0.7Mbps.
I STRONGLY ADVISE AGAINST SIGNING UP.
When you do get through finally to customer support they are pleasant but can do nothing to fix the problem.
- Location
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- Location
- Ely
- Reviewing
- Shell Energy
- Date
- 2023-07-10
- Comments
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Hasn't worked properly from the get go and it's hard to contact customer service as they give you the usual "go online and let the chatbots or help options see to your needs" rubbish. How can I go online when my internet isn't working? Basic logic fault.
Whether it's the router or exchange problems god alone knows as the Qube guy couldn't fix it.
I've had no reliable connection since I switched provider to Shell. Nearly 2 weeks now
I'm disabled and need a decent service to stay connected.
I wish I'd stayed with my previous provider now. At least when I had power cuts the router would reconnect automatically.
I'm frustrated and disgusted.
- Location
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- Location
- Brown
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
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We only got it installed last few days after being harassed by staff in Curries informing me I'll get same as sky for less £.
Absolute ********.
Avoid Shell broadband....forever on phone to them with no results and threatened with penalty if breaking contract....money well down the drain.
AVOID THEM LIKE a PLAGUE.
- Location
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- Location
- Ne158pl
- Reviewing
- Shell Energy
- Date
- 2023-04-29
- Comments
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Shell says you have 28 days to change your mind, when you ring up to cancell ur broadband the say the will charge you £247 fees unless you give them 30 days to try and fix your problems, they are a load of bull, don't do it.
- Location
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- Location
- Llandeilo
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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I have been transferred from post office to you since January 2022 , it is an online account and therefore I need online access, every month I am forced to open the account on the net as the app is useless and does not recognise me no matter what I do , even when they send me reset links the do not recognise me so I am forced to reset my original password to my ORIGINAL password? To access my stupid account , then when you get onto the account the end of contract date is not displayed surly this is against the law as the price rises if you miss a chance to change the tariff??? , then I try ringing the customers service team explaining all this rubbish to the to put me on hold and cut me off , they are useless, I will be leaving at the end of my contract as the don’t give a hoot about customer service , I have informed you “shell “ as you do not put in writing the end of date contract and the difficulty accessing my online account , if I miss this I am not going to pay the extra charge and as you don’t have access to my bank account best of luck getting it from me , in fact until you make my online account easier to access I am not paying you in future , let’s see how long it takes you to sort it now , I can bet it will be with the utmost haste now .
- Location
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- Location
- Brentwood
- Reviewing
- Shell Energy
- Date
- 2023-06-01
- Comments
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I ordered broadband on Tuesday. I got a email to say about the line that outreach need to sort the line. So I phoned on the Wednesday on phone for 40 minutes before anyone answered, I wasn't happy about that. So I phoned again on Thursday to find out more. They answered quick but they couldn't understand anything I was saying and said the line is bad I heard them perfectly well. Then they put me over to another department and they couldn't understand what I was saying at all. So we hung up he phoned me back and eventually the phone went dead. So I will phone again and cancel it. I was absolutely digusted with the service
- Location
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- Location
- Clowne, Chesterfield
- Reviewing
- Shell Energy
- Date
- 2023-09-18
- Comments
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they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits
- Location
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- Location
- Northumberland
- Reviewing
- Shell Energy
- Date
- 2020-05-12
- Comments
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I have to restart the router at least once a day; most often it needs two restarts to connect to the internet. When it is working the speed is as good as with my previous supplier. Needless to say I will be changing when my contract ends.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2021-01-15
- Comments
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How can I even begin to describe this plague. If I had to pick between another year of covid or another year of using this garbage I would pick covid. It is not worth paying money for. often the download speed drops to 3mbs and stays there. I feel like I'm back in 2010. I wish nothing but bad luck for the people responsible for this scam, the constant disconnects, buffering, IP switching, lag. third world countries I have visited had better wifi. I wish I was exaggerating. contract nearly over. finally.
- Location
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- Location
- W yorks
- Reviewing
- Shell Energy
- Date
- 2022-09-21
- Comments
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Rubbish customer service. They entered wrong details, even date of birth! Linked 2 phone numbers together mobile and landline so didnt recognise account. Won't let me make a payment just says up to date. I wanted to get ahead with payments for winter. No luck online, automated services and customer service couldnt help apart from changing date of birth!
Definitely do not recommend
- Location
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- Location
- Todmorden
- Reviewing
- Shell Energy
- Date
- 2022-12-03
- Comments
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I would give zero stars if I could. The customer service is crap. I've had no broadband for 6 days. Told internal fault by 3 people over more than 3 hrs I was on phone. They booked engineer who didn't turn up. Phoned them and told external fault and would update me in 2 hrs..of course not heard from them then when asked was told they dont work weekends so God knows if they'll ever fix it. Opened complaint heard nothing. As soon as they fix it ...if ever I will change provider. These are the worst. Time wasting useless liars that are completely incompetent
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2023-07-03
- Comments
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Demands for bills that have been paid and causing me at 76yrs old much stress. Issue now sorted and can only hope it is not repeated.
- Location
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- Location
- UK
- Reviewing
- Shell Energy
- Date
- 2022-10-31
- Comments
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Moving house, and have been kept waiting for a ridiculous amount of time on the customer service line. The same line asks for you to describe your issue, but then has no option for home moving.
Added to all that, the broadband is unreliable and keeps dropping, the online account doesn't work half of the time. Avoid!!
- Location
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- Location
- Thomas
- Reviewing
- Shell Energy
- Date
- 2022-12-16
- Comments
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Very poor consistent signal, dire customer service…when you eventually get to speak to someone
Raised same issue over and over for a year but never resolved despite assurances. Ended up being told it was my fault for choosing the broadband I had! Also the guy argued with me to the point I felt intimidated over the phone. One lady was very helpful hence the 1 star but as for the rest it was horrendous.
Broadband provision very poor, kept dropping out all the time and days where completely not working at all. Moved providers now as it was too stressful to try to work from home using the broadband I had.
Disgusted by Shell broadband and wouldn’t recommend it to anyone.
I would have liked to speak to the guy’s manager to complain but did not want to be on hold yet another 3/4 of an hour!
- Location
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- Location
- DARTFORD
- Reviewing
- Shell Energy
- Date
- 2022-03-02
- Comments
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My next door neighbour a 97 year old widower`s phone has been off for over 2 days. We were on the phone for over 4 hours and then her daughter for another 2plus hours in the evening unable to get through to Shell energy .That is unacceptable in my eyes .
- Location
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- Location
- Glasgiw
- Reviewing
- Shell Energy
- Date
- 2022-11-23
- Comments
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I left the company 3 months ago. I have sent the router back although the company sent me emails telling me they have waived the router fee. Although I felt I had to return it as I did with confirmation they are still hassling me over this. What a useless company. Completely wasting my time and thi4biwnboaoer. They have no cinnubitlcatiin within the company amongst themselves creating a bunch of problems for their customers months after leaving. Can't recommend something I wouldn't even touch with a stick and rubber glover. Avoid at all cost.
- Location
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- Location
- North tyneside
- Reviewing
- Shell Energy
- Date
- 2018-08-10
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2018-12-05
- Comments
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Very very disappointed that companies like this exist these days. The customer service is shocking and they use outright fraud to retain customers who find them out.
Look for reviews and talk to a customer service rep before committing...trust me...this is the first time I ever feel angry with a company as I feel defrauded.
First Utility were due to install broadband on 5th December. By which point I'd had a little contact with them to try to arrange an alternative installation date, and realised that they were incredibly aggressive, arrogant and inflexible. The individuals I dealt with weren't the root cause, I felt they wanted to help but referred to 'our policies don't allow us to do this' or 'I'd get hung for this', etc...
Anyhow, the day the line was due to be installed the engineer couldn't install it and said first utility should have known this as this engineer mentioned there were challenges installing this line in our postcode.
So I ended up being charged for internet without internet!!!
So I phoned them expecting some apology or action, and what I got was too late, that's always a risk and we will install it when we get a chance, when pushed, they said a couple of months at best. In the meantime, I'm expected to pay for using my non existent broadband.
I then said this is shocking, I would like to leave first utility to which they said you will have to pay £136.60 early closure charge. I calmly explained the 14 day returns policy to which the response was, oh that won't work because first utility start the 14 day counter 15 days before you get your broadband!!! I said you're having a laugh to which he explained, it's probably not fair but my hands are tied. Is this not fraud? I hope this review helps you. I am fighting this out of principle and have joined virgin media who got everything working within 2 days and start the 14 day returns counter AFTER you get the service.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2022-07-13
- Comments
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the most frustrating experience.
horrible customer service, they told me I would get a £20 compensation, plus £15 credit. When I call to double-check they told me that I said that I (myself) didn't want the compensation that was promised. Had to stay on the phone to try to get my money back.
To get this wifi I had 3 different technicians at my house and more than 10 hours on the phone, more then 2 months to get it.
Is 2022. I live in central London. this should be easy.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-10-25
- Comments
-
inafective customer service, had to complain two times after 6 months of closing the account as they harassed me for a not existing credit. confirming that they deleted the credit, after a month they texted me again about the credit. UNACEPTABLE. TIMEWASTING. INAFFECTIVE.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-08-17
- Comments
-
Think the reviews from others speak for themselves on how bad Shell energy broadband is, how poor their customer service, how substandard the router etc. Finally, after switching away, and putting a formal complaint in (as opposed to the many resorts to calls and 'chat'), we have had offers of 'help'. Yesterday, finally had an admission that the difference with other providers might be that Shell's supplied router might be 'different' to those of PlusNet, BT or Sky that we have had over a long period without such a devastatingly poor service that Shell has offered. Stay a mile away if you possibly can! I have also complained to USwitch for their truly dreadful (and probably not impartial) advice on Shell's supposedly higher speeds than some of their competitors which is what had prompted us to try them out - we have regretted every minute of it - and now being stuffed by Shell with early termination charges! You get the picture I am sure.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2021-07-29
- Comments
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Truly dreadful in every sense. The download speeds were very poor, far worse than PlusNet, despite 'targets' being higher. Being with PlusNet and Sky for a number of years, we made the mistake of switching to Shell, and have we regretted it! The upload speeds were so shocking that we have had to use mobile internet hotspots to function. Despite wanting to exit in the first month, we have had to pay hefty termination charges. Do not go anywhere near them.
- 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.