1,452 Customer Reviews over 37 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-30
- Comments
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I did email them 7months ago te cancel my broadband contract even called them they still keep sending me bills until this month over 100 pound I did switch to a different broadband provider 7 months ago what a cowboy company are they my god i think i have to go and meet my solicitor
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-10-01
- Comments
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AVOID AT ALL COSTS!!
Absolutely the worst broadband provider EVER! It even takes the title over from when we used to be on dial up.
It's slow as a snail but the that's not even the worst part of it.
It drops connections over 50 times a day. Trying to have calls with work without interruption is neigh on impossible. I can't wait to switch once I am out of contract. Pay the extra and go with a known established brand!
- Location
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- Location
- Gloucester
- Reviewing
- Shell Energy
- Date
- 2023-11-17
- Comments
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After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
The telephone service is also incredibly unprofessional and should be reviewed immediately.
- Location
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- Location
- Chichester
- Reviewing
- Shell Energy
- Date
- 2022-04-08
- Comments
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Having just switched providers on the suggestion of Uswitch, all I can say is that Uswitch must be on one hell off a backhander. What a load of Garbage, customer service is a pile stinky stuff and they don't know their job very well, not only having cocked things up but then try to blame me for the mistake and can't or wont do something about it. I'm one unhappy new customer roll on 18 months time when I can go else where.
- Location
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- Location
- Cannock
- Reviewing
- Shell Energy
- Date
- 2018-08-06
- Comments
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Quite possibly.the worst thing you can do is change to first utility broadband, chat to them about problems & they say we will update you...they never get back to you.if you prone to let them know of a problem.... You're charged for the call.a new provider with.i guess,no infrastructure& no experience,launched before everything was in place.
- Location
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- Location
- Lowestoft
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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This box isn't big enough!! Awful customer care, billing extortionate,phone contact act abysmal, have they all died!! Left 2 months without incoming calls(crossed line) broadband intermittent to say the least. Son was ex Royal Mail customer, thankfully have bailed out!!! DO NOT TOUCH THESE. Arthur Meadows.
- Location
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- Location
- DERBY
- Reviewing
- Shell Energy
- Date
- 2022-07-25
- Comments
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Suggest dont go with it.. horrible customer service.. never picks the call, long waiting times.. internet keep fluctuating and raised many complaints to date on very low internet speeds to what promised. next time i should go with some service provider not linked to openreach..
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Just pray you never need customer services. Impossible to get hold of and beyond frustrating. Will be off the very moment our contract ends of not before at this rate.
- Location
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- Location
- Langley
- Reviewing
- Shell Energy
- Date
- 2022-04-02
- Comments
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Worst ever thing. All devices keep disconnecting every now and then. Customer service is poorest possible thing on planet. 1 star given as halves not available
- Location
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- Location
- PRESTON
- Reviewing
- Shell Energy
- Date
- 2023-07-13
- Comments
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One of the biggest mistake my in my life is using shell energy broadband.worst customer service,lies,WiFi no working, oh my god I can't explain..
- Location
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- Location
- PRESTON
- Reviewing
- Shell Energy
- Date
- 2023-07-21
- Comments
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One of the world slowest internet on the earth. Maybe they were trying for Oscar with there brand. My personal rating 0.00000000000001
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2021-09-28
- Comments
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The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.
- Location
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- Location
- Mirfield
- Reviewing
- Shell Energy
- Date
- 2020-08-07
- Comments
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AVOID AT ALL COSTS - Poor customer service. I applied to join Shell Broadband then cancelled due to poor customer service reviews. Instead of cancelling at my request, the company alleged that I had a poor credit rating and to check with experian, checked with experian and my credit rating is 999 out of 999. So Shell get facts totally wrong, and I have threatened a formal complaint if they do not correct the records. If anyone is thinking of joining - DO NOT JOIN - I am a doctor in a respectable profession - for them to allege a poor credit rating is totally out of order.
- Location
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- Location
- Kent
- Reviewing
- Shell Energy
- Date
- 2023-11-13
- Comments
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The service is shocking, from day 1 we had issues, constantly dropping and it works amazing if you only sit in the room the router is plugged in. I spend hours and hours on the phone with them, we got send 4 different models of routers as they clearly could not work out which one, we should be using. Open reach came to check twice and there was no issue on their line into the property and it still does not work. The customers services lines constantly cut you off and they do not call you back at all and you must go through the same process over and over. DO NOT USE THEM, it is not worth it, it might be a cheaper price but for the headache and drama just pay more, I have learnt my lesson. Finally won today and after weeks of just calling every day and complaining they have cancelled my contract and got a full refund back. If you have issues, just keep calling them and keep opening those complaints and don’t let them close them. There is a ‘The Communications Ombudsman’ if you can’t resolve with Shell go to them and raise a complaint with them.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2023-07-25
- Comments
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I was with shell energy for over 2 years, started to work from home so internet for me was essential, however when I moved home I was disgusted by their service, switch was supposed to be in place on day 1 the next day nothing worked I called and they said wait another day, called again the next day as nothing worked. They told me that in 2 weeks openreach will have a look and they will let me know, 3 weeks after switch day, I've been told that they have to cancel my order and replace it with another the same one, which will take at least another 2 weeks. When I called to cancel they haven't even tried to apologise, they was just happy to cancel
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-01-30
- Location
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- Location
- Central Scotland
- Reviewing
- Shell Energy
- Date
- 2018-07-25
- Comments
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(First are just a TalkTalk reseller by the way). The ISP that doesn't supply you with the password for your own broadband. The PPPoA password is preinstalled on the router and hidden from you, ok. Want to change from their cheap, disfunctional router? You'll need the password, obviously. Try emailing customer service and they will systematically ignore repeated requests to supply you with your own password. To the extent that it is now being taken to an ADR. Quite surreal.
- Location
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- Location
- Howden, Goole
- Reviewing
- Shell Energy
- Date
- 2023-04-18
- Comments
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I left them because i hardly bhad no broadband i did complain but on deaf ears, so i left and they came after me for money i did not as they did not provide the service so fought them for a long time and than made a complain to the Ambuds man they were very nasty about it all and this is against the law they are the worst people i have ever had to deal with, but will contact my Mp about why they are getting away with it so i will carry on the fight----ps i did win my case----
- Location
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- Location
- Dorset
- Reviewing
- Shell Energy
- Date
- 2023-11-19
- Comments
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Absolutely NO!
Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2021-10-31
- Comments
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If you want slow internet to the point where you can not watch itv hub channel 4 or 5 and usually bbc then here’s your provider, I’m so annoyed with them I had no problems for four weeks and got a fast speed now it’s terrible and I just want to leave.
- Location
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- Location
- Devon
- Reviewing
- Shell Energy
- Date
- 2018-10-06
- Comments
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The biggest issues with the company that I've experienced are a rubbish router and poor customer service. I was paying BT a fortune so decided it was time to change providers, the second I switched to FU (how ironic) the performance dropped to zero. I'm supposed to be on the 35Mbps product, but I couldn't even get a stable connection to Netflix servers let alone actually watch a programme or film from start to finish.
I raised the complaint immediately and it took them a couple of weeks to even respond. It's clear they allocate your message to a new advisor each time you respond, as it's like you're starting again from scratch. About two months into trying to resolve and getting nowhere, I got an email from one first-class complaints advisor who stated "there is no issue". Okay mate, nice one. Another advisor stated "we can send someone around to check your hardware, but you'll probably have to pay for it". Not happening.
So this morning, granted my TV and phone are both WiFi and will have been potentially doing their own thing in the background, but I'm trying to load a webpage on my laptop and it's like dial-up over a modem in the 90s. So I run a speedcheck through a website and it gives me 0.32Mbps, absolutely laughable. I live in a 1 bed flat and the router has to be in the kitchen because that's where the master socket is, so I went and sat on the kitchen floor and to be fair, it did then manage a lightning fast 7Mbps (of the 35 that I'm paying for). I turned my TV and phone off, and ran a wired connection into my laptop, and did finally manage to get 32Mpbs out of it. Unplugged the cable and again, sat a foot from the router and with no other devices switched on except a fridge, the speed dropped to 12Mbps.
In conclusion, the router is dog-poop - this is despite the fact that the one half decent thing one of their advisors has done is send me an "upgraded" router. If this is the best they can manage, I'd a) factor the price of your own router into the deal you're looking at, or b) just go elsewhere. I considered looking up the settings and then trying to get my BT router set up to connect to their network instead, but their website is unsurprisingly rubbish and I absolutely dread the prospect of phoning them up and having to speak to them, given the experience so far. I certainly won't be staying with them beyond the end of this contract.
- Location
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- Location
- Stone
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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This outfit must surely be the worst for phone/broadband. It’s impossible to actually speak with anyone. Post Office, my former provider, did their customers no favours when they sold their phone/broadband operation to Shell Energy. Avoid Shell Energy like the plague (or Covid).
- Location
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- Location
- Scotland
- Reviewing
- Shell Energy
- Date
- 2022-09-29
- Comments
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Without question, every month since the day our broadband was installed, we’ve had issues, but the real issue with these “issues” is that they seem to happen at the same time of the month, every month, for at least 3/4 days. Currently as I am writing this the broadband has had 7 “DSL” error messages today alone. Nothing wrong on our side as we have had people out to check for any issues, and until now he have had absolutely nothing fixed. Shocking
- Location
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- Location
- Isle of Wight
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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Has turned out to be good broadband for the money.
We did lose our connection one day but that was due to BT´s engineer working on various cable connections out in the road and broke our connection, but repaired it later on.
As far as speed goes, not to bad and for 16 quid per month pretty good all round.
- Location
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- Location
- Lincolnshire
- Reviewing
- Shell Energy
- Date
- 2021-04-25
- Comments
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Shell took over THE Postoffice Broadband. Since unable to reach sites i had been dealing with for years? No prior information or prior warning that maintenance, was been carried out. Hence no access to my broadband to carry out my daily Business with customers i have. Crap company.
- Location
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- Location
- Hyde
- Reviewing
- Shell Energy
- Date
- 2022-11-21
- Location
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- Location
- Enfield
- Reviewing
- Shell Energy
- Date
- 2023-03-13
- Comments
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Tried to get my elderly parents landline and broadband fixed as connection completely lost. Phone us connected to medical emergency holiness. Rang 3 times and Customer Services hung up on me twice. Rude, useless and terrible service and EXPENSIVE.
- Location
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- Location
- Norfolk
- Reviewing
- Shell Energy
- Date
- 2022-04-11
- Comments
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If you don't mind waiting on the phone minimum of an hour plus all the other hassle that goes with this shambolic company then fill your boots!
Since they took over from Post Office the service has been appalling.
Nothing has been made clear re the new online account to check bills and neither has the billing process and amounts either.
Internet often cuts out, there is no customer service, they wanted to charge me £30 a month for standard broadband to go on a rolling one month contract (I don't need a 12 month contract again as I am moving in with my partner in a couple of months and did not want to incur a large get out clause/fee).
Got so fed up holding on the phone for so long (with a chronic pain condition too) that I just decided to cancel the contract today which is up at the end of this month and make do without for a short time. Due to billing dates and notice period my disconnection date is 11th May which quite frankly will be a huge relief.
I could not go through yet another call with this lot any more as my patience has worn too thin with them now and I do not trust them either.
Life can be stressful enough without Shell adding to it all.
- Location
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- Location
- Torbay
- Reviewing
- Shell Energy
- Date
- 2020-06-18
- Comments
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Having been on standard broadband with a few resellers (EE, Sky, Post office) I wanted to upgrade to a faster fibre service. One our previous suppliers we'd get disconnecting issues or really poor speeds in the early evening. Signing up with Shell was easy and a good deal, their router appeared a week before 'go live' and was a good bit of kit for a freebie (dual 2.5 and 5GHz Wifi, USB network file access, clear and easy admin panel). On change over day I was emailed at 4am, plugged in the new router and it worked. For the first few days we only got 15Mbps as a top speed (still better than our standard broadband! ever was) but then after a remote reset (part of Shell's line testing/setup) we've been at just under 30Mbps since - which is towards the top end of what we were told. Haven't had to contact customer services (a first when switching suppliers at this address!) so hopefully it'll continue like this.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2021-09-08
- Comments
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Absolutely awful to deal with.
Charged me to leave contract even though contract period had ended.
To add insult to injury they charged me £35 for a router that I returned but they are saying they didn't receive. Many other customers report the same. So unless you are happy with a £50 exit cost and poor service I'd avoid.
- Location
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- Location
- Halifax
- Reviewing
- Shell Energy
- Date
- 2022-07-16
- Comments
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My broadband account ended on 25th June. I called on 20th June to renew my contract. When I called Shell on the 26th June, they called me a liar and said I'd never renewed my contract. I waited over 2 hours to speak to someone. They said I could renew my contract, but it would be £50 renewal and I'd have to wait 3 weeks. I emailed to complain and asked them to review the recorded calls. Nearly a month later and I've heard nothing.
- Location
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- Location
- Southampton
- Reviewing
- Shell Energy
- Date
- 2022-05-06
- Comments
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Dont use them they shyt me off a monthe early and then only came up with 25 quid as a good will gueture There avin a laugh
- Location
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- Location
- BARROW-IN-FURNESS
- Reviewing
- Shell Energy
- Date
- 2021-11-18
- Comments
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Whilst the staff are helpful and considerate the overall experience has been dreadful. Moved provider on the 5th November but didn't get broadband connected until evening of the 10th. Since then it has been patchy or non existent. I have found it very stressful.
- Location
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- Location
- Tywyn
- Reviewing
- Shell Energy
- Date
- 2022-09-10
- Comments
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Since we had shell broadband our service was intermittent at best. Tried to resolve many times but not interested. Always our fault. Only time I received a call from them was to try to sell us something. Cut me off before change over date to another company. Avoid like the plague.
- Location
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- Location
- Witham
- Reviewing
- Shell Energy
- Date
- 2022-02-21
- Comments
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I was originally with Post office broadband which was happy for number of years. Then last year post sold all broadband telephone to shell energy i did not want to go over to them. Only been with shell months and had numerous problem with speed prices was originally paying 27.00 pounds. Telephoned them today asking when getting bill been told will get a bill in march will have two months plus want charge 37.00 pounds instead of old agreed price was paying do not go shell energy they are worst company if like holding phone for 50 minutes then go to them only another 7 months of my contract left then i will cancelling go back to proper company not shell energy.
- Location
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- Location
- St Andrews
- Reviewing
- Shell Energy
- Date
- 2023-08-15
- Comments
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Worst broadband
Worst customer service
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2022-03-01
- Comments
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Upon being transferred from the post office to shell, I now have absolutely no landline connection at all without any explanation or cause! Getting through to them is insanely difficult to boot. I have been on hold now for nearly a full hour!! they simply do not employ enough staff to meet demand.
- Location
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- Location
- Ramsgate Kent
- Reviewing
- Shell Energy
- Date
- 2023-02-10
- Comments
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Since Shell took over from The Post Office I've had no problems at all. Good speed and reliable broadband
- Location
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- Location
- Dunfermline
- Reviewing
- Shell Energy
- Date
- 2021-10-15
- Comments
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Shocking service, been with them just over 3 months paid every bill, and I’ve been cut off today without warning and told to pay £57 for somthing I don’t u derstand! I put a complaint in and they closed it straight away, I’m writing this for bobbie as I’m her carer as she has learning disability and the customer service was below par, also they did not explain what the bill was for they were just down right rude! I questioned if it was even a scam it was that bad, but no the telephone numbers match up to this company, I may have to get redress through ofcom and look for another provider in the meantime, but this is a company to be avoided!!
- Location
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- Location
- Reviewing
- Shell Energy
- Date
- 2018-06-28
- Comments
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Never ever again - I've never had so many problems with broadband in that short period of time (about 2 weeks) in my whole life.
Avoid at all cost.
- 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.