1,452 Customer Reviews over 146 pages
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I haven't had my first bill yet and I spent so much time holding the line with their customer service. Never manage to have a resolution but only be passed between customer service, retention service and technical support.. not a single person has taken ownership of the issue or got anywhere close to give me a solution. I'm dreading the thought I'm now stucked with them for over a year. What a massive mistake !!
- Location
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- Location
- Marylebone (Central London)
- Reviewing
- Shell Energy
- Date
- 2022-08-15
- Comments
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I live in central London and the broadband just doesn’t work, spoken to the call centre several times and the restart methods provided work for 30mins maximum. AVOID AVOID AVOID
- Location
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- Location
- Basingstoke
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Lost Internet for a whole week with no fault my end. Phoned for a refund and told it would have to be approved first. No refund came.Have nothing to do with SHELL INTERNET.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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Customer service hard to get hold of. Internet security poor. When internet went down I needed it and as I could not contact them got another supplier. When I finally got through to them ; they blamed me and refused to accept their equipment could be at fault. I am with a other supplier and no problems. They took over my gpo contract and kit was pretty old. They don’t want to listen to you.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-08-14
- Comments
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I was previously a customer with the Post Office and had no problems at all with their efficient service. While I've been trying to write this review the line has dropped out and returned two times. My internet speed is only a quarter of the lowest speed I was previously receiving. I've complained to Shell Energy. They've accepted that the fault is not on my property but I was still asked to be at home for an engineer's visit. I was told that I would be charged £130 if no one was at home on the day. No engineer visited, nor did they tell me that his/her visit had been cancelled. The compensation doesn't work both ways and they are not in the compensation scheme that many of the other big broadband providers subscribe to. If you lose a days work waiting at home it just means that you need to take another day when they may want to call or not call as the case may be. Everytime I contact Shell Energy it takes about 25 minutes minimum for the line to be answered by a person. They've always been polite and I so have I but nothing happens. It may be an Openreach problem to solve but when I was with the Post Office and there was a line fault it was dealt with urgently and in any event my contract is with Shell Broadband. I'm looking for another service provider because they have breached the terms of the contract. Shell should stick to being an energy supplier because they are a complete failure with broadband as all these single star reviews suggest.
- Location
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- Location
- Essex
- Reviewing
- Shell Energy
- Date
- 2022-08-12
- Location
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- Location
- llanafan
- Reviewing
- Shell Energy
- Date
- 2022-08-12
- Comments
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service stopped working for 3 weeks
changed supplier but unable to cancel
old service tried 5 times and still getting billed for a service i do not want
- Location
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- Location
- macclesfield
- Reviewing
- Shell Energy
- Date
- 2022-08-09
- Comments
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Called to renew /upgrade contract.After agreeing I recieved two emails first with confirmation of 18 month instead of 12 month.Second email telling I am coming to the end of my contract soon and info on continuing price and an offer higher then just agreed.Customer service person spoke garbled english and had no clue after 23 minutes about my new contract.Then cut me off.Absoultely useless CS.
- 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
- Kent
- Reviewing
- Shell Energy
- Date
- 2022-08-05
- Comments
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They're quick enough to sign you up and send you a router but, when the new router delivers much slower speeds than previously and keeps dropping out about 10/15 mins, it's almost impossible to make contact with them! After an hour and a half on hold, the issues were still unresolved. They say they offer an online chat option but this is always down, too (or maybe because my wifi's now really weak, it can't connect?). Absolutely the most slow and shocking customer service. They might be one of the cheaper providers but buyer beware! I wish I'd paid a little more and been able to make contact with my provider the same day. Instead, I've lost income due to loss of clients and had to pay for bolt ons on my phone to 'get by'. All whilst paying them my monthly bills! Absolutely shocking.
- Location
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