1,452 Customer Reviews over 146 pages
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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If I could give minuses I would. Their service is appalling and customer service non-existent. They're still chasing me for router return and this month's payment. I left them on 27/6 after they ignored my complaints for 4 months and the router has been returned. It was ex PO, so no use to them anyway. I had to deal with all their crap at the same time as my sister received a terminal diagnosis and died on 1 May. AVOID AVOID AVOID.
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Location
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- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Comments
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Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps - at the time of writing this, it is just 9.59 - going to contact customer services today for an explanation.
- 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
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Location
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- Location
- E11 1PT
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Comments
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Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.
- Location
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- Location
- Colchester
- Reviewing
- Shell Energy
- Date
- 2022-07-23
- Comments
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They have been overcharging me for months which they admit.
Arranged for credit for overpayments and a back dated contract
They've done nothing, was promised email confirming everything, no email.
They are a shambles, who have so many underlings, that they have no clue what they are doing.
- Location
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- Location
- Weston super mare
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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Don't bother. I'm now leaving.
Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I'd have a call in 2 days. Call them to follow up, was told I don't need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.
I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn't listen, did speed test and said your speed is above your minimum, so not sending new router.
Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.
So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-07-22
- Comments
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After many years as a happy Post Office customer I was migrated to Shell Energy Broadband when they bought the PO - the transfer was chaotic, the billing was wrong and the online account was messy and difficult to navigate.
The I moved house. Someone ticked the wrong box on the order and after two weeks of spending at least an hour on the phone everyday going round in circles unable to talk to anyone that could deal with the problem, waiting in twice for BT Open Reach even though there was nothing wrong with the line - it was always an internal order problem - still nothing. Everyone promised to phone me back, only one person ever did.
In the end I had no choice but to move to another provide; Shell didn't get me connected at all, but are now trying to charge me £110 for leaving the contract early.
Very stressful to deal with - the Shell system cannot cope with any problem even slightly out of the ordinary.
Cannot recommend them.
- Location
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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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