1,452 Customer Reviews over 37 pages
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- Location
- colchester
- Reviewing
- Shell Energy
- Date
- 2018-01-16
- Comments
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good solid connection and a lot cheaper as there's no TV advertising to pay for.BT spend the most on advertising so this accounts for the big price difference.
Looking forward to saving thousands over the next ten years plus.
If you don't switch you will never know or save.
- Location
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- Location
- Cambridge
- Reviewing
- Shell Energy
- Date
- 2022-02-11
- Comments
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Internet connection keeps dropping out and failing to re-connect, happens on my laptop and my phone but not at the same time, have to shut down and re-start to get internet again. Had acall backfrom them asking for photos of the router back and front as well as myphone socket. Vague mutterings about 5G, took readings of connection speed for them over a period of three days and submitted them but they have never phoned back despite chasing twice by email. Hopeless technical and customer service, I will be changing to another provider as soon as the contract period ends.
- Location
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- Location
- Wesham
- Reviewing
- Shell Energy
- Date
- 2023-04-29
- Comments
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Really poor speed, intermittent and unreliable. Switched to Virgin and 6 months on its great. She’ll never sent me a bag to return router and despite my emails they charged me for not returning router.
- Location
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- Location
- Nr. Swansea
- Reviewing
- Shell Energy
- Date
- 2022-12-12
- Comments
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Although there's been some awful reviews posted about Shell broadband I can only speak as I find, was originally with Post office broadband till Shell took them over, haven't noticed any difference in broadband speed or reliability issues,still satisfied with the service I'm getting, the only gripe I've got is if you need to contact them by telephone be prepared for a very long wait before an agent your call
- Location
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- Location
- Kingston
- Reviewing
- Shell Energy
- Date
- 2020-01-05
- Comments
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I joined via Moneysupermarket. What they don't tell you is that customer service is non-existent. I'm on a rate which includes VAT but Shell Energy have added VAT on top! When you raise it they don't ever answer, you just get an email saying they will contact you asap but never do. The broadband itself is Ok but I suggest you stay away
- Location
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- Location
- Ruardean, Forest of Dean
- Reviewing
- Shell Energy
- Date
- 2020-06-13
- Comments
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Switched my Fibre BB from BT to Shell energy, switchover day went without a hitch BT dropped the service at 8 a.m and new service was up an hour later. I do not use the wireless setting on their router as I have my own MESH wireless network. Cannot rate customer service as I have never had to contact them.
- Location
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- Location
- Peterborough
- Reviewing
- Shell Energy
- Date
- 2021-04-30
- Comments
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DREADFUL .Constantly buffering.if I watch a live football game,it buffers that much I'm still watching 10 minutes after the final whistle.complained and they said I had too many devices on at once.they ran a speed check and said I was getting 19.5 maps. Lucky to get more than 15mbps. But its the constant buffering and lost connections that irritates . Regret signing up with these guys .
- Location
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- Location
- Edinburgh
- Reviewing
- Shell Energy
- Date
- 2023-01-25
- Location
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- Location
- Walsall
- Reviewing
- Shell Energy
- Date
- 2019-08-08
- Comments
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Since she'll took over 1st energy my broadband speed has slowly decreased. Prior to shell energy I was getting 2.5m/sec. Which may not be fast but £17 a month including one rental was ok. Shell upped the price and halfed my speed. Ditch them as soon as you can.
- Location
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- Location
- hartlepool
- Reviewing
- Shell Energy
- Date
- 2018-08-17
- Comments
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was excellent when i first got my broadband in now if im connecting to it im constantly doing so most of the day or night. pile of ***** should of stayed were i was
- Location
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- Location
- Great Yarmouth
- Reviewing
- Shell Energy
- Date
- 2022-12-06
- Comments
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Was mostly fine, have had problems over the last week with the wifi cutting out, then being slow.
Was with the Post office previously, they had the rare bad day but not this bad.
I guess it's another case of right-wingers selling our public utilities to private companies who then do a worse job for more money.
- Location
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- Location
- Doncaster
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Customer service team want find a new job. They don't listen to the customers. When asked for help you get past around there colleagues. Because they don't know what to you. With your query.
- Location
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- Location
- Lincoln
- Reviewing
- Shell Energy
- Date
- 2022-03-05
- Comments
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Never have I met such a totally inadequate customer service. Used the on-line chat-uselessm, was told I needed to ring. Spent hours listening to music, then told I needed to speak to Customer Service - that was who I had just rung !! That would be another 25 mins. at least. Never known such atrociuous service. I will make a claim for my wasted time.
- Location
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- Location
- WISTASTON
- Reviewing
- Shell Energy
- Date
- 2022-07-14
- Comments
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Shell Energy having taken over Post Office Home Phone are absolutely clueless! Cancelled my broadband because of an impending house move and received assurances that cancellation would be implemented after 30 days notice period. Not so. Invoices continued for 3 month for line rental. Spent hours on the phone trying to sort it out even though I had written email confirmation of termination date. Additionally wrote by email and snail mail but received no reply. All staff appear to be working from home. One phone call lasted 1 hour 31 minutes but still did not resolve the issue!! Because they are working from home if one puts you on hold you get the god dam awful music and then someone else eventually cuts in and you go through the whole security process again and again. If this company is serious about phones then they need to sort out their own ASAP! Take my advice and look elsewhere if you are looking for a broadband provider because if you get any sort of problem this lot couldn't organise a p***up in a brewery!
Post Office Home Phone certainly weren't the best but I'll say it again, Shell Energy are absolutely clueless and appear to know nothing about phones and customer service is certainly not their forte.
- Location
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- Location
- Hertfordshire
- Reviewing
- Shell Energy
- Date
- 2023-02-24
- Comments
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I am a former home phone customer but when I left Shell they claimed I needed to send back a router, or pay a £35 penalty. I have never been given any equipment by Shell. On receipt of a letter demanding return of the Shell router alleged to be in my possession in November 2022 I phoned Shell to point this out. They promised a note would be placed on my file to stop demands for payment. Out of the blue today (24 Feb 2023) I received a text demanding payment of £35 today to avoid a negative credit reference file. To add insult to injury the payment link in the text was broken. I have been in contact with Shell today and unfortunately the payment demand will take 3 days to cancel and they cannot tell me whether my credit reference will be impacted. This is now causing me considerable anxiety as well as already taken me a lot of time to sort out (the usual our lines are busy fiasco). I would recommended that people steer well clear of Shell Energy Broadband.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-09-08
- Comments
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Did give me an initial refund when there was a fault on the line and I had no connection initially. But keeps dropping signal continually. Had to buy ethernet cables for telly and laptop. Am paying for add-on (extra data) for mobile data on my phone. Wish I had read some reviews before signing up... :(
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2020-11-04
- Comments
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I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Shell Energy
- Date
- 2023-08-02
- Comments
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Signed up took up direct debit immediately.
No contact after 14 days.
So contacted and they said problem with previous provider could not connect.
They knew ti's 12 days before but did not contact me.
Awful
- Location
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- Location
- Buckinghamshire
- Reviewing
- Shell Energy
- Date
- 2021-11-03
- Comments
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I have bee a customer since April 2021 and as soon as my contract ends I will find another supplier.
For weeks after our service was connected our speeds were much lower that predicted and when I logged onto my account the messaging confirmed this. Customer Service at Shell refused to acknowledge this and then the speeds improved, but still lower than predicted.
Broadband was unreliable for sometime and still resets after incoming/outgoing calls.
We put up with it rather than spend time getting nowhere calling Shell.
- Location
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- Location
- newcastle upon tyne
- Reviewing
- Shell Energy
- Date
- 2022-10-02
- Comments
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Had this internet 4 days now its crashed spoke to a women after 45 minutes didnt seem to know her arse from her elbow going back to ee.
Do not under any circumstances sign up with these clowns
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2023-08-29
- Comments
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I should have checked the reviews before signing up to Shell! I've suffered from repeated outages sometimes up to four hours. I'm now considering leaving and cancelling my direct debit so that Shell can't try taking cancellation fees. I do not understand how they can levy such charges when they've failed to fulfil a contract.
They'll probably try threatening me with loss of credit rating credibility but at the age of 83 that's hardly going to be of concern!
Has anyone considered taking class action against Shell? There appears to be a huge amount of dissatisfied customers!
- Location
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- Location
- West Bromwich
- Reviewing
- Shell Energy
- Date
- 2022-08-02
- Comments
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Shell overcharged my account,2 months later I’m still waiting for a refund,I’ve spent a considerable amount of time on the phone to no avail, please avoid this company, the customer service is beyond a joke
- Location
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- Location
- South Coast
- Reviewing
- Shell Energy
- Date
- 2020-02-05
- Comments
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Signed up for the service back when they were still First Utility, at which stage they were nothing to write home about, but inexpensive and serviceable enough - the occasional drop-out notwithstanding.
Since the takeover by Shell Energy, the company has become increasingly unable to provide the service we pay for. Of late, they have even resorted to aggressive 'traffic management' (throttling of downstream speeds) at peak times; it's been a lot like using an ISP from the early 2000s. In 2020, with homes far more reliable on a stable, reliable internet connection than they were in, say, 2003, this level of service is wholly unacceptable.
Worse, from the moment we informed them we were leaving, the issues have increased. As we await the switchover to BT, Shell have quite blatantly de-prioritised our account in reaction to our departure... and will be charging us an arbitrary £15 for the pleasure of extracting ourselves from an inadequate and worsening service.
Poor to begin with and petulant towards the end. I'd strongly advise potential customers to opt instead for grown-ups who can operate a service fit for the 2020s.
Use Shell Energy only if you're nostalgic for the early days of broadband. Or even, at peak times, the good old days of dialup speeds.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2018-10-13
- Comments
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Was very dubious joining this company for broadband after reading the reviews. But I went ahead anyway and well. What can I say. Faster speed than I had with sky. Reliability is brilliant. Online gaming has become fluent and no disruption at all. I highly recommend first utility !
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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Hi after been on the phone for over an hour to cancel this broad band as it’s off more than it’s on any body thinking of taking this broad band on wouldn’t bother it’s slow doesn’t work and charged me 102 pound to cancel and next mouth bill plz read reviews because this is worst broad band ever day light robbery and wouldn’t recommend these to any body
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2022-08-20
- Comments
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Customer service with Shell is terrible. We experienced a total loss of service on the 10 August, tried to report to Shell the next day as the call centre closes at 8pm. Kept on hold for 35 minutes before someone answered, arranged for an openreach engineer to call on 16th August. No one arrived and we had no message from openreach or Shell. I phoned the next day after another 35 minute wait on hold someone answered just to play silly buggers for 5 minutes claiming that he was unable to hear my call. Eventually he decided to talk to me and assured me that the job was scheduled with an engineer and that there was no need for us to wait in as the fault was showing as external.
No one showed up or climbed the pole outside of our house that day either. I phoned a day later to speak to another operator to be told virtually the same thing that the fault was external and an engineer would be scheduled to carry out a repair. That afternoon an engineer knocked on the door wanted access to the master socket tested the line from inside the house and found two faults one internal the other external. I wasted over an hour and a half on the phone just waiting for someone to answer and it took 10 days for an engineer to arrive and sort out the fault. I am not wasting any more of my time or money by phoning this company up and asking for a refund or reduction in my monthly bill. They have lost a customer, I have already signed up to a different supplier.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2020-04-21
- Comments
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I started having my broadband with Shell Energy 26.03.2020 and today 21.04.2020 I have left them. I regretted the decision to go with them because the broadband was inconsistent, cutting out multiple times. I tried to contact Shell but it was impossible as they are extremely busy. Today I had an email to say that I will be charged £111.36 early termination charge. I spoke with a resolutions gentleman, who was polite and understanding, however his senior manager said that they could not waiver the charge. I am thoroughly disgusted and disappointed with their decision.
- Location
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- Location
- Scarborough
- Reviewing
- Shell Energy
- Date
- 2023-07-31
- Comments
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Ordered internet. “Installed “ on Friday, no service all weekend after many calls. Got an email on Monday saying we should have service. Still nothing. Called to cancel and will be charged £109 for absolutely nothing. Very irate!!! Don’t do it!
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-07-24
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2022-07-26
- Location
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- Location
- Preston Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-04-04
- Comments
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The worst experience I have had the misfortune to have. Shell upgrade my broadband to fibre without informing me. This resulted in my current rooter being incompatible. After 3 hours on the phone a new rooter was dispatched. When it arrived it was exactly the same as the original so not compatible. More complaints and I have yet to receive the correct rooter. Complete incompetence
- Location
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- Location
- CF64 4AB
- Reviewing
- Shell Energy
- Date
- 2022-04-07
- Location
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- Location
- Wandworth, London
- Reviewing
- Shell Energy
- Date
- 2022-05-04
- Comments
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Shell took over from my previous provider, where I had ten year of excellent service. Shell broadband is unstable and I am no longer able to use for my work TEAM or Slack calls. They never answer the phone and waiting online Chat, does not work as instead of queue position increases the longer you wait not reduces. Awful service
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2024-03-18
- Location
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- Location
- Braintree
- Reviewing
- Shell Energy
- Date
- 2023-05-03
- Location
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- Location
- Worcesterwr4
- Reviewing
- Shell Energy
- Date
- 2022-10-25
- Location
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- Location
- kent
- Reviewing
- Shell Energy
- Date
- 2020-01-04
- Comments
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slow disconnects worst service I have ever joined I wont be staying you are like a bunch of clowns
- Location
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- Location
- Farncombe
- Reviewing
- Shell Energy
- Date
- 2022-10-02
- Comments
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I have been robbed of half a months state pension on phoning them because of broadband problems. Took £307.00 from my account without my6 consent and intend to take another £200.00 in October because of same issue. Thieves
- Location
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- Location
- sittingbourne
- Reviewing
- Shell Energy
- Date
- 2019-12-17
- Comments
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useless disconnects more than is connected what a disaster sign up if you like but you might regret it later on complained countless times I will terminate my contract and go else where why should I pay for a service I cant use.
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2023-08-05
- Comments
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Completely useless.
Broadband continually drops out for minutes at a time during the day making watching Netflix or streaming a painful experience. When it is working the speed is ok.
Have been without a working phone line since installation and the web chat and initial phone support are worse than useless.
Current waiting for an Openreach engineer to visit but no idea when as the complaints department haven’t got round to telling me if one has actually been booked or not.
The worst broadband service I’ve had in 15 years and 10 at this property. Bitterly regretting moving from my previous provider.
- 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.