1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-02-08
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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Nothing but issues since Post office switched us over to Shell. They have been slow to deal with any issues.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2019-06-01
- Comments
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Think twice before joining. Once joined when you decided to leave you will have to pay additional £15 even you are over the fixed contract period, and you will be charged for another £35 if failed to return their router within 30 days. The speed is slow compared to my previous provider (Plusnet) and now i am going back to Plusnet, no additional charge when leave and their price is already included the router i do not need to return it.
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2022-01-21
- Comments
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Poor customer service, they are not easily accessible, was speaking with one few minutes ago and she just decided to keep mute without giving an explanation. In short I am done with Shell broadband
- Location
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- Location
- Belfast
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst Internet do not get tied into a contract with this company
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-03-10
- Comments
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DON'T TOUCH SHELL WITH A BARGE POLE
As of February 2022 my account was 'migrated' from the Post Office to Shell, however the data was incomplete and did not 'migrate' recent payments made by myself to the Post Office.
The result of this is I have received 5 letters from Shell threatening to terminate my broadband service for non payment.
I have written 16 emails to Shell, several to the Post Office, I have sent proof of payment via bank statements and issued two formal complaints.
On one of the many calls made to Shell I was put on hold by customer service for 1 hour and 30 minutes, to be greeted by a different agent who thought it was a new call.
All of the above has been completely ignored, I have been batted back and forth from PO to Shell and vice versa with neither willing to take ownership of their errors.
I have received five emails from Shell telling me my 'complaint has been closed' despite the fact nobody has contacted me and no 'resolution has been discussed or agreed, Shell think it's ok to close unaddressed complaints
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2021-11-09
- Comments
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The whole experience has been awful. The connection and Wifi is very slow and doesn’t even extend to the next room. Customer service is horrible and when we try to cancel they ask for £300 cancellation fee. So we have to wait 18 months with the horrible WiFi. Do not buy this!
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2023-02-01
- Comments
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I would never usually bother to leave a bad review but feel the need to share about avoiding Shell!
Unfortunately the only positive thing to say about Shell is that the internet is ok (if it works) but the customer service (if you manage to get through before being on hold for an hour) is terrible. I’ve been lied to about my rights, had issues with resolving any internet problems (seems to take a while to resolve anything, even when the internet doesn’t work at all). The router they send is terrible and randomly died but Shell didn’t take responsibility and charged me for an engineer visit (which they later refunded after multiple calls disputing). I’ve had issues with connection and speed. Whether it’s zero internet or bad connection and poor speed.
Even when leaving them recently as near the end of my contract, they caught me in a trap of believing what they said that when I would move provider, that the new provider would take over their line - without actually saying that I need to ask the new provider for an “in-line takeover”. They then said that I hadn’t cancelled my contract when I had initially called (with plenty of notice) and offered me to stay with them. Now that I’m my last few weeks of the contract, I currently have no internet.
If you want bad customer service and multiple internet issues to make your life more difficult and stressful, go with Shell. Otherwise, I’d advise staying clear!
- Location
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- Location
- Southport
- Reviewing
- Shell Energy
- Date
- 2023-04-19
- Comments
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I have been without broadband for a week now. Shell finally sent me a new router on second class service even though I said it was urgent it was sorted. Customer service completely unhelpful. Shame I have to wait 7 months until I can leave them. 5 days since the router was sent and they refuse to contact Royal Mail for an update.
- Location
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- Location
- Thornaby
- Reviewing
- Shell Energy
- Date
- 2022-09-24
- Comments
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At best I received intermittent service usually completely unusable wifi. My WiFi dropped out over 80 times in a 12 hour period. The only thing part of shell energy broadband that works correctly is the billing department. Do not consider becoming a shell customer in my opinio.
They shouldn't be allowed to do business. They expect to be paid for a unusable service. In the last 10 days I've had working wifi for less than 8 hours. Outrageous con job in my opinion. I can not compare them to any other provider I've been with over the years. Unusable wifi isn't being provided with any thing.
- Location
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- Location
- Tamworth
- Reviewing
- Shell Energy
- Date
- 2022-04-17
- Comments
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Avoid. I moved to Shell Energy as the provider is was with said I couldn’t upgrade to ultrafast broadband but Shell Energy said I could. Shell said if I moved to them after a couple of weeks I could upgrade. Since I’ve moved over, devices keep dropping out, sky drops out every night so we can’t watch TV, the internet is totally unstable. I’ve rang customer services and asked to upgrade and they’ve said I’m on the highest broadband speed available. So they lied to me to get my custom. I complained about the instability and Shell said the problem is with me, but I never had this problem with my previous provider.
I’ve put a complaint in about lying and the instability still waiting to hear from them. I’m really not impressed and will move away from Shell as soon as I can.
- Location
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- Location
- Halifax
- Reviewing
- Shell Energy
- Date
- 2023-11-04
- Comments
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Absolutely horrible internet, WiFi crashes every 5 minutes and sometimes doesn't work for days definetly will be cancel. I have the internet for a few months now, and it's been the same horrible problem.
- Location
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