1,452 Customer Reviews over 37 pages
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- Location
- Newport
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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My mother upgraded her broadband and Shell asked that she return her previous router, promising to send SAE packaging. It never came. She chased. Ditto. She'll charged her £35 for not returning the router, so she chased and they promised to refund and send packaging; they didn't and refused to refund. Its a catch 22-they won't send packaging, so are fining my mother for not returning the router. Utterly corrupt. Avoid Shell and go for another provider unless you want to be charged for not returning your old router irrespective of whether you seek to do so
- Location
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- Location
- Eastbourne
- Reviewing
- Shell Energy
- Date
- 2022-11-09
- Comments
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The work service I have ever had in my life. I was sent a broadband that didn’t work. I phoned Shell and informed them . I then sent the broadband back and for the last 7 months they’ve been harassing me saying I owe them £350 for a service I never used and a service I sent back. It is now starting to affect my mental. I can’t handle the threats anymore, I have called them to try and resolve the matter but nothing seems to be getting down about it. I would not recommend this company at all. My life has been a living hell
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2023-03-03
- Comments
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If I could give zero for customer service and overall experience I would - router did not arrive in time for installation, took 10 days several phone calls and even given fictitious tracking numbers - put on hold several time only to be cut off. I will be leaving as soon as I can. Would I recommend - no
- Location
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- Location
- England
- Reviewing
- Shell Energy
- Date
- 2023-03-01
- Comments
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Signed up for their superfast package, dreadfully slow speed. Dreadful customer service, still trying to RESOLVE SLOW speed issues. THERE ARE BETTER ISP's OUT THERE. and the downside is they don't care. AVOID, AVOID, AVOID and if you didn't get the hint AVOID.
- Location
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- Location
- Cheltenham
- Reviewing
- Shell Energy
- Date
- 2022-01-28
- Location
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- Location
- Barnsley
- Reviewing
- Shell Energy
- Date
- 2021-12-10
- Comments
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Worst ever experience of dealing with any company.
The service was terrible, the WiFi was a joke.
- Location
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- Location
- Worksop
- Reviewing
- Shell Energy
- Date
- 2022-09-15
- Comments
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Disconnection problems since start of contract. They do not respond to e-mails and will keep you waiting on the phone. Awful company
- Location
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- Location
- Dagenhsm
- Reviewing
- Shell Energy
- Date
- 2021-04-18
- Location
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- Location
- northwest
- Reviewing
- Shell Energy
- Date
- 2019-03-05
- Comments
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Having read all the reviews i can only endorse the negative points made by the broadband customers of First Utility.This company should not be allowed to offer broadband as it doesn't appear to be able to keep its promises regarding speed etc plus the fact the customer service is terrible to say the least.It costs a small fortune how they keep you hanging on with only an occasional robotic voice and dreary music for company,this might be acceptable if your problem was sorted by them but alas no this is not the case as all they could offer was an engineer in three days time,no offer of compensation only to be told if the hub has been tampered with the engineer will inform you that his visit will cost you £140. So come the end of my contract its bye bye First Utility broadband and thanks to customer service it will be bye bye to gas and electricity too
- Location
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- Location
- chester le street
- Reviewing
- Shell Energy
- Date
- 2019-06-16
- Comments
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absolute rubbish. didn't like shell's predecessor 1st utility because of talk talk involvement but this is worse. continual dropouts,frame freeze, inaccessible internet.continually rebooting router.simply cannot sit down and enjoy watching without the above at any time of day or night. i'm done
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2019-07-04
- Comments
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Beware you get charged £15 to change supplier and make sure you return router as they will charge you for it .Very slow broadband similar to dial up at times . Look elsewhere !
- Location
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- Location
- Merseyside
- Reviewing
- Shell Energy
- Date
- 2021-09-04
- Comments
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We took a contract with Shell Broadband when we where ready to connect the router did not work rang Shell after several minutes I managed to speak to an engineer try few thing no luck told they will get me a new router. After 3 days contacted them and I got told they were going to repair my router from their factory and it will take 48 hours. 3 days after contacted them (weekend)I will have to wait for another 3 days or more. Cancelled it send me an email asking me to paid £78.+£12 for cancelling our contract good firm to deal with...
- Location
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- Location
- Dordet
- Reviewing
- Shell Energy
- Date
- 2023-11-24
- Comments
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Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
- Location
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2019-01-03
- Comments
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AWFUL - DO NOT USE.
We swapped from Sky Broadband and it was a massive mistake.
This was 3 months ago. Wifi drops out all the time, speeds are rubbish (7mb on router, 0.5MB wireless).
Should have stayed with SKY broadband - didn't have any problems for the 5 years I was with them.
Tried to get help from them on the phone - waited AN HOUR for someone to answer.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-09-07
- Comments
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Transferred from Post Office broadband. After being a customer for over 10 years.
My review of Shelly Energy Broadband:
Overall good value & service.
Great internet speeds
Customer service times, does need some improvements. I've found the best way to contact them is through the "live chat" on the website.
Internet has gone down a couple times, however customer services are good at tying to find the issue.
They are one of the only broadband providers that still don't require you to have a direct debit with them.
So bills can be paid in person at the post office.
Or through there website.
- Location
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- Location
- Sothend on Sea
- Reviewing
- Shell Energy
- Date
- 2022-02-18
- Comments
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Absolutely dismal appalling customer service
Once you have signed up and they have you on a contract They dont give a **** anymore Thats if you can get hold of them in the first place without incurring a huge phone bill STEER CLEAR AND LOOK ELSEWHERE
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2023-10-22
- Comments
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Wi-Fi frequently and persistently drops out, no customer support at weekends
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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If I could give them zero for all of these ratings I would. Impossible (literally) to cancel even out of contract with NO service.Under 1 Mbps if it even connected.
- Location
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- Location
- Preston
- Reviewing
- Shell Energy
- Date
- 2022-12-13
- Comments
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My sister in law is struggling to make ends meet and is trying to reduce outgoings. Although not eligible for best shell offer as she is already a customer, she rang them, explaining her problems and they came back with a really good deal. Well done Shell broadband. You have helped save her Xmas.
- Location
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- Location
- Filey
- Reviewing
- Shell Energy
- Date
- 2021-11-13
- Comments
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The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
- Location
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- Location
- East London
- Reviewing
- Shell Energy
- Date
- 2021-09-09
- Comments
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Absolutely atrocious, disappointing customer service all they keep saying is ‘I understand I understand etc’ I joined few months ago started having problems 3 months down the line with broadband they sent engineer and they was advised it’s their router so they sent a new router 1 week later. It takes 48hrs to get the request approved and then 48hrs for delivery. This is unbelievable Iv had no internet at home just before the start of summer holidays till now there is no internet. I hate calling them to get through you have a minimum wait of 35 minutes before you can talk to something and you will be lucky to get through to the right department if not then you got another 30/45 minutes wait. Honestly regretted using this service. For a company this big it is shocking they have a service like this. I would not recommend anyone to go with them. They might give you a good deal but when problems start good luck to you… absolutely horrendous service it will stress you out.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
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Most ridiculous customer service. Waiting times is awful and transferred to 4 people in 3 hours. One took my contact number but did not call me back to support with my internet issue - so annoying. Do not have a refund lack of internet as against their policy. Do not keep notes on customer service issues by the attendant so waste more time on explaining the problem.
Yes had reliable but slow internet with Post Office prior to Shell Energy buyout. But at no point did they write to advise I was paying 32 pounds for 8mbps -until problems occurred consistently and conflicting technical advice (rubbish!).
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-03-16
- Comments
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Never experienced such terrible customer service - clearly got no process in place for working effectively with OpenReach, delay after delay, engineers turning up without a clue what they are doing. I'd avoid at all costs as I've wasted 2 months trying to get this sorted. When I told them I was cancelling and going to BT because they will likely be better at wrangling OpenReach the operator just said "yeah probably" - even their own people know it's not good enough.
- Location
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- Location
- Yorks
- Reviewing
- Shell Energy
- Date
- 2020-04-20
- Comments
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Staff are quite helpful but the speed is absolutely woeful and the connection drops frequently. The best thing to do is not sign up at all. Today's average speed is 1.3mbps, my mobile hotspot works better. Not sure how Shell is still able to sell this product, pretty much feels like a scam.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2018-08-20
- Comments
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1.8mb/s internet Speed. Contract will be cancelled asap
- Location
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- Location
- Brandon
- Reviewing
- Shell Energy
- Date
- 2021-12-01
- Comments
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I would not be leaving such a bad review had Shell not messed up and not sent over a compatible router for my new package.
When upgrading to the new package was told my current router is compatible. Waited patiently until 30th November for it to switch. 30th November came and broadband just cut out. Had engineers from Open Reach in on the same day, they tried everything but could not get broadband to work. We called Shell and they said they need to send a new router out and can take up to two working days. I work from home and now have to use my limited mobile data to connect to my work system. Asked Shell if they can do anything and they just said have to wait for the new router to arrive. Not helpful at all and will be raising a formal complaint with them when I finally have a broadband connection.
Again, if this had not happened, I would be happy to leave a better review but this has really been a joke so they only get 1 star.
- Location
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- Location
- Luton
- Reviewing
- Shell Energy
- Date
- 2020-03-25
- Comments
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Agreement was 'VAT included' prices. First bill had VAT added to these prices!
Unable to get a reply from Shell, looks like OFCOM next.
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2022-10-24
- Comments
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Like others, I was involuntarily transferred from the Post Office system. Broadband is unreliable. I cant pay my bill as neither their on-line or telephone payment services work. Contacting them gets a "sorry, why don't you pay us via bank transfer" !
- Location
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- Location
- Middlesborough
- Reviewing
- Shell Energy
- Date
- 2022-11-26
- Comments
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This company is a joke i have got behind with my bill have come to an arrangement so they are saying i havent paid anything since june, phoned call centre phone put down on me twice on the 3rd call unfourtnatley my vocal cords are all over the show so my voice is either high or low i have no control of it the call handler starts shouting at me not shout at him i explained of my problem but he did not listen, i asked to speak to a manager to be told they dont speak to people only on a call back i am still waiting from the last complaint.
Now i know how they get big profits because they make of peoples misery.
- Location
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- Location
- Greenock
- Reviewing
- Shell Energy
- Date
- 2020-09-14
- Comments
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Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department
- Location
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- Location
- North Wales
- Reviewing
- Shell Energy
- Date
- 2023-02-03
- Comments
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I was with the post office, then she'll toothpaste over, now extremely slow, rarely able to use laptop, can use mobile which is better than it was this was due having a replacement rooter, buti gave up hoping for better, also they changed my number when they gave me new rooter, now I find I'm ex directory, no one can now find my number as they no longer add the number to the directory, not a service they offer according to customer service I rang today, can't wait until my contract is up, they are appalling.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2023-04-27
- Comments
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disgusting company, with them for 12 months, returned router but they decided I hadn't and passed my name now I have bad crdfit rating, I won't be buying anything Shell in the future!
- Location
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- Location
- chichester
- Reviewing
- Shell Energy
- Date
- 2022-11-05
- Comments
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i was taken over from post office who were very good-shell customer service does not exist,it takes aweek for them to reply to a email,there bill management is incompetent and VERY aggresive-ime changing providers asap
- Location
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- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2020-07-26
- Comments
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Very unreliable and slow
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
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Broadband cannot even manage to maintain a video call. Got told I could keep my number then I can't.
Spends literally hours on hold being passed from one department to another and then back again as they don't know what their doing. I was misquoted early termination fees so decided to bite the bullet and leave, only to be told I eoukd have to pay £270 to end the contract early.
- Location
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- Location
- sunderland
- Reviewing
- Shell Energy
- Date
- 2018-12-28
- Comments
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changed from virgin media was paying 48.00 a month now pay only 27.00 a month for much faster broadband glad i changed should of did it years ago everything very good and good customer service too very happy
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2021-01-29
- Comments
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AVOID as it's the worst broadband we have ever had and the worst customer service ever! Signed up for 12 months and have waited 11 months to leave. It only works in the room where the router is and the bedroom directly above. Luckily I have excellent mobile Internet. I've now found out I have to pay £15 to leave but worth every last penny to get rid of it. Roll on 10th Feb! Would have given 0 stars if I could
- Location
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- Location
- Hitchin
- Reviewing
- Shell Energy
- Date
- 2022-01-10
- Location
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- Location
- Wakefiled
- Reviewing
- Shell Energy
- Date
- 2023-07-16
- Comments
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Mum whose in her 80s always being with the post office now these idiots have taking over, I pay her bills for her, but have to travel to post office because there's no way of paying over Internet unless she authorises for me to manage her account, tried setting up a direct debit from dad's account that I manage so I can authorise it, but they refused it so I'm still trailing around post offices to pay the dam bills, what does it matter if it comes out of mine, dad's or her own(which don't allow direct debits) as long as it gets paid, would be so much easier to pay over Internet, so not only am I using petrol, or using a stamp or having to pay over the phone, it's costing me, useless company
- Location
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- Location
- Hull
- Reviewing
- Shell Energy
- Date
- 2019-10-07
- Comments
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So, we signed up for this, went on holiday and read the reviews after.
Dumb move on our part.
I rang to discuss my worries....45 mins later, still no answer to my call.
I call back again, another 40 mins. This time I didn’t care what they had to say, waiting 40 mins to speak to a human, anyone, is not acceptable.
I cancelled and called plusnet. Straight onto an advisor for only £3 a month extra, I’ll pay for that level of customer service.
- Location
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