1,452 Customer Reviews over 37 pages
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2022-10-14
- Comments
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DO NOT GO WITH THIS COMPANY FOR BROADBAND. Absolutely shocking service from beginning to end. Only been with them 4 weeks and I feel like it's the biggest regret of my life. Messed up my go live date then it was changed still had to call them as it didn't go live on the second date. got lied to numerous times, I've had to go through complaints procedure 3 times absolutely hurrendous how many times I've had to call them even right now there is a fault which is causing my broadband to run slow called them and having an operator tell me I need to unscrew the box on the wall which I have no clue about so he can do another test,told him I don't have a screw driver to which his reply was do i want to call back when I have one. There is also alot more but it honestly would take me all day to write it. But please for your own sanity DO NOT GO WITH THIS COMPANY FOR BROADBAND
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2022-08-08
- Comments
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This company only wants your money and are not prepared to fix the problems. Been without broadband 3 months and have threatened to blacklist me
- Location
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- Location
- Tandragee
- Reviewing
- Shell Energy
- Date
- 2024-03-05
- Comments
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Used to be good, signed up for 200 full fibre, was told I could have VoIP then sorry we don't. Speeds regularly under 100mbs and very unstable, drops off at least 3 to 4 time's per day absolutely horrendous
- Location
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- Location
- Oxfordshire
- Reviewing
- Shell Energy
- Date
- 2023-01-08
- Comments
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Shell took over my post office account. Having read other reviews I realise that I have been fortunate not to have had any problems with internet or phone. However I am only getting 20mps and I am pretty sure my PO contract was offering 35-ish.
However, Shell seem to be totally incapable of organising a direct debit and kept cutting me off. In the end I had to resort to paying online each month. At around £42 a month for “Superfast Broadband” and any time calls, it’s not a cheap option (not even fibre) and I am thankful that my contract is about to finish.
They never answer the phone, but greet you with a recorded message advising you to hang up if you’re driving. Do they think I’m a complete moron?
They should stick to oil and wrecking the environment. I’m off to Gigaclear and paying at least 40% less for a much faster connection.
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-10-14
- Comments
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Utter useless internet, worked fine for a week and now I’m only getting 7.5mb speed which is now fast enough for the tv to work, it will work during the day but after 6pm to 11pm tv will not work.
- Location
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- Location
- Nw10
- Reviewing
- Shell Energy
- Date
- 2023-07-24
- Comments
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Never ever ever move migrate or use shell broadband i am using capitals to over emphasise the fact do not use shell broadband...They are rude! Unhelpful nothing happens when you need help there is no complaints dept i repeat no complaint dept whatsover it is a disgrace!!! I apparently changed providers without doing so thereafter i have had no help no help no one can give you information about your case no one at shell cares about you they just want your money!!! Go elselwhere or let it be at your peril!!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2023-08-14
- Location
-
- Location
- London
- Reviewing
- Shell Energy
- Date
- 2024-02-22
- Location
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- Location
- Chadwell
- Reviewing
- Shell Energy
- Date
- 2020-12-23
- Comments
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The internet is awful always drops and disconnects, been with them for a month or two and wish we never did as it is all a scam. Go for any other provider and stay away from this at all costs!!!
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-03-06
- Comments
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They are dodgy so don't choose them.
First of all when you opening a shell energy account you can create a broadband account too so they offer both services in one phone call but when it comes to terminate your contracts when you have to terminate it due to relocation, then you can not expect a fast service and one by one you have to call their lines. So, they are really terrible and time wasting and average make you wait on phone call 10 minutes and also on the top of it it takes 5-10 minutes the actual talk. So to terminate my broadband I had to make 3 phone calls because they don't provide an email service at all to terminate broadband service and their router return self-service barcode creation link is down. So I had to spend 1 hour at least for too much hassling.. Their IVR system does not make sense either, you provide your name, your all details but an agent ask them again..
secondly, they send me an email and a link in it to create barcode for returning router and it gave HTTP 404 error when I clicked it, so it means their server is down, actually they are not providing that service. So I had to call again and waste another 20 minutes.
Thirdly they issue 1 month bill even if you do not use anything that month. I terminated my contract 3rd of March, 00:00:01 they deactivated my internet so for 1 seconds or 0 second usage they requested 1 months bill apart from 2 months early leaving fine.. They could easily offer me to terminate it 2nd of March so that I did not have to pay 1 month extra but they did not.
- Location
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- Location
- camberley
- Reviewing
- Shell Energy
- Date
- 2023-08-09
- Comments
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shell broadband kept on cancelling my order , because of them i was without broadband for 1months +....existing broadnand provider disabled their services in order for shell to switch ...and shell cancelled my order on the switch day....dodgy ...
- Location
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- Location
- Up north
- Reviewing
- Shell Energy
- Date
- 2021-12-14
- Comments
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Piss poor expensive no one at office wants to deal with you,no moral done for thank goodness my contact ends will not ever be renewing and the three peeps I rec and they got will not be renewing there’s either
- Location
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- Location
- Llangollen
- Reviewing
- Shell Energy
- Date
- 2020-10-08
- Comments
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We have just about given up on Shell Energy Broadband. There are major issues with the speed dropping to the point where you can't even load a webpage (streaming is out of the question) or the service disconnecting for up to a week. It has been continuous different issues while we've had Shell Energy Broadband and we're now looking to find a different provider.
- Location
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- Location
- N/A
- Reviewing
- Shell Energy
- Date
- 2022-04-26
- Comments
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Spent the last two months trying to get a bill from them, constantly fobbed of with "it's running late" then received a text message demanding money saving service would be cut off, can't pay in post office without a bill! Customer service are absolutely utterly useless. Contacting ofcom
- Location
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- Location
- GRIMSBY
- Reviewing
- Shell Energy
- Date
- 2022-11-12
- Comments
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My broadband account with the P.O was changed over Shell energy,the contract expired end of July 2022. Icould not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router.I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2020-06-14
- Location
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2023-12-05
- Comments
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Dreadful. No service. 'Not there problem'. No follow up. Unable to speak to anyone. never called back as disconnected every time.
AVOID them. cheap is not cheap when you have no service
- Location
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- Location
- Croydon
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
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A complete scam. They offered me a quality internet and it never gave up. And when I wanted to go out with them they sent me a bill for 337 pounds. Not even gasoline will I buy the shell again. They are thiefs.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2018-12-10
- Comments
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So angry with that company. Internet not working 5days. They said someone will come today to look it from 8-13 i called them to say that no one not came and they answer that i ha e to wait more 2 days to see if internet will come back to broadband and then if nothing will be happening they will send someone. I'm so angry as we paying 34.99£ per month and it's only second month we are with them. Disgusting service!!!
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-08-12
- Location
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- Location
- Hackney London
- Reviewing
- Shell Energy
- Date
- 2018-05-29
- Comments
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Turned to their services because of an excellent Utility Service they had provided. Sadly a wrong move. The Customer Conduit is non-existent? They make it very hard to contact them and then they do NOT seem to know what's going on? A very poor service for a so-called Broadband provider, they buy their services from Talk Talk who have already the worst reputation in the entire country and in this sector they SUCK, made a huge mistake switching to them?
When I complained hey quoted that I had 13 devices on at the same time, when I actually only have a PC a Printer total? wonder are they making a case for themselves for when I leave...? Because they have been appallingly absent when needed, nasty service DO NOT SWITCH TO THEM.
- Location
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- Location
- Coventry
- Reviewing
- Shell Energy
- Date
- 2022-03-23
- Comments
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It it a Joker company
Very poor standard service really disgrace
- Location
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- Location
- devizes
- Reviewing
- Shell Energy
- Date
- 2020-01-10
- Comments
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will be changing asap, no support, keeps losing connection utter rubbish.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2024-01-04
- Comments
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On 28TH Dec, I switched my broadband to shell energy Full fibre 200 broadband with an average download speed of 207Mbps. When checking the speed, I only get 60Mpbs - 95Mpbs speed only. With my previous provider, I got a minimum speed of 95Mpbs. On 29th Dec, I complained to customer service, and they told me, it will take three days. Today is the 8th day and there is no change. I complained again but they took no action. I am disappointed and do not recommend Shell Energy Broadband. It is a waste of money.
- Location
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- Location
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2023-03-01
- Comments
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I cant really find words to explain the horrendous experience of being with Shell. Suffice to say after being with them 6 months and having terrible problems viewing due to intermittent connection two horrible experience with customer services..I've had enough cancelled and will be billed £184 cancellation fee. The one star is a lie really as I would give them a minus if I could. They've caused me massive stress.
- Location
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- Location
- Sunderland
- Reviewing
- Shell Energy
- Date
- 2023-04-01
- Comments
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Such a terrible service.No practical help given when I phoned for help when broadband went off completely. Except being asked to unscrew something from wall. When I refused was told that bcos I'd refused to carry out test it would probably cost me £65 for an engineer to call. I refused an engineer and raised a complaint. Broadband came back on after about 3 and a half hours. Lost valuable time to do some work. Complaint was " closed" after a few weeks without any correspondence fro. Shell addressing g complaint or explaining how it was resolved. Continued to have problems. Tv in bedroo. Couldn't pick up signal fro. Router about 25 feet away. Tv in sitting room constantly buffering or going off completely. Phoned to complain and said I wanted to leave. Told it would be £184 termination fee. I said the service was no good and they were at fault. Operator said I'd refused e ginger initially so basically I'd refused help. I said I only refused bcos previous Operator said said because I'd refused to carry out test in my home by unscrewing the box and would have to pay the £65. Upshot is I was receiving very little service so I changed provider phoned Shell explained why I was cancelling. Have now got really good service etc with new provider. Shell just emailed to say they're billing me £184. I've been advised to contact Ombudsman but I'll pay the money draw a line under the whole terrible experience BUT will be very vocal in telling g people to avoid Shell due to my horrendous interaction with the company and its reoresentatives
- Location
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- Location
- Jakube
- Reviewing
- Shell Energy
- Date
- 2022-02-21
- Comments
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THE WORST ISP EVER.
The service tests quite well on a speed checker, but in the real world, it is sluggish and unresponsive and can take 10 to 20 seconds to load or refresh a web page. I always use a wire connection, but if I connect to my upstairs neighbour by wifi, on the same laptop, the service is much better. Every six months or so, the service begins to falter and has to be rebooted - sometimes three times a day. Typically, the correct lights are illuminated, but there is no connection to the internet.
When I manage to get through to Shell, they go through the same questions and checks that they previously did and the service becomes useable again - for a while. This time, they said they needed to send an engineer around, but that they would charge me for their time, if they couldn't find a fault, I wasn't able to be at home, or in some undefined way the engineer decided that I was responsible for the problem. What did I do? I left.
THE WORST ISP EVER.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-07-20
- Comments
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Ive had this broadband fo a few months now,and im not happy,i need to reset every day, it buffers and cuts off through watching anything. Do not think of having shell energy as a broadband
- Location
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- Location
- Bognor Regis
- Reviewing
- Shell Energy
- Date
- 2023-07-30
- Comments
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This as a company, must be the worst in the U.K. without a doubt.First I had to contact the Ombudsman about the overcharging on my account which took months to complete,then I started getting intermittent termination on my Broadband when I swapped from one site to another they admitted a fault but would not change my Router, after terminating this service they wanted extortionate costs I had to speak to a manager who agreed to waver costs as I had never received a proper service as long as I waited a monthevery day we have had to RE-SET our password to watch our t.v.we are both pensioners and I am totally disablled.
- Location
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- Location
- Skelmersdale
- Reviewing
- Shell Energy
- Date
- 2023-11-05
- Location
-
- Location
- Maidstone
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Just awful customer service - would never use again
- Location
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- Location
- Morpeth
- Reviewing
- Shell Energy
- Date
- 2023-05-16
- Comments
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Been a customer 1week
Phone doesn’t work
Broadband doesn’t work
Communication awful
Engineer didn’t turn up
Wish I could give a minus rating
- Location
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- Location
- Worcester
- Reviewing
- Shell Energy
- Date
- 2023-07-08
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2021-12-27
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-12-17
- Comments
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Absolute pants! Post Office was ok but Shell are next to useless. They cancelled our account because someone else made a mistake and we had to go for 5 days without. They apparently "sorted" it but still told us we cancelled. Now we get "fast broadband" at 8.8mbps... But hey £2 compensation eh? Woohoo!
- Location
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- Location
- Wisbeach
- Reviewing
- Shell Energy
- Date
- 2022-02-09
- Comments
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There is no such thing as “customer service” with SHELL Broadband and phone.
No one should be left holding a phone for over an hour whilst trying to contact this lot and being subjected to constant repeated adverts about how easy it is to upgrade etc, plus that awful, monotonous “twanging” sound that passes for music!
My phone line had ceased to work and I don’t have a mobile as I hate the things.
I asked my nephew to call and he waited 49 minutes to get through.
That is disgusting!
I have about 5 months left of this cursed contract and then I will be gone as fast as I can!
Stay well away from SHELL, they are rubbish!
- Location
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- Location
- Worcester
- Reviewing
- Shell Energy
- Date
- 2022-11-24
- Location
-
- Location
- BORDON
- Reviewing
- Shell Energy
- Date
- 2019-05-16
- Comments
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Wish ide never heard of this broadband provider since going over to them my computer takes ages to get on internet keeps buffering my tv keeps going off as there is not enough speed it supposed to be 2.5 mpm but only delivers .75 as they are not providing me with the service i'm going to leave without penalty
- Location
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- Location
- Shrewsbury
- Reviewing
- Shell Energy
- Date
- 2022-03-14
- Comments
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Appalling. Still sending paper bills although I have ceased using any of their services. Robotic system for phone contact
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2020-02-17
- Comments
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Definitely the worst broadband provider ever on planet earth. Connection began to drop since December 2019 and have had to call them to repair it for 6 times, with them booking BT engineer for 3 times however after each visit the service begins to go off again after 2 days. I was forced to listen to their t&c every single time without exception even though the person on the phone provides absolutely no help at all. Worst of all is it is not possible to cancel the contract even though the service goes off on a weekly bases and a they’ve had to book a BT engineer over and over again. This company is disgusting and should be avoided at all costs!! Absolute waste of time!!!
- 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.