Shell Energy Broadband Home Broadband Reviews
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving.
Below are all the reviews we've received for Shell Energy Broadband.
How Shell Energy Broadband compares:
- Weaker Satisfaction
- Weaker Speed
- Weaker Service
- Weaker Reliability
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Recent customer ratings for Shell Energy Broadband
Based on 1381345 customer ratings since August 2023August 2017 ()
Satisfaction
1.35 stars
1.33 stars
Customer Service
1.42 stars
1.35 stars
Speed
1.71 stars
1.72 stars
Reliability
1.56 stars
1.63 stars
- Read our Shell Energy Broadband buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Shell Energy Broadband
1483 Customer Reviews over pages
Reviewer
Santiago
Location
London
Date
12/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Reviewer
Barry Oakley
Location
Stone
Date
01/07/2024
Ratings
Satisfaction
1.00 stars
Comments:
“Shell Energy Broadband”, originally owned by Post Office but now owned by Octopus Energy is an appalling company in terms of so-called customer service and needs reporting to OFCOM. I believe the Octopus broadband operation is in turn run for them by TalkTalk, another cowboy, fly-by-night outfit with a poor reputation and also owned by an asset management company.
“Shell Energy Broadband” is only contactable by an expensive landline number and it is impossible to speak immediately with a real person to query anything pertaining to bills.
Reviewer
Afia
Location
Denton
Date
30/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I had an engineer come out who insisted that he needed to fit yet another box despite 2 others being there, he started drilling and apologised that he'd not pointed that out before proceeding. He cracked and pushed in a brick trying to put the fitting on the outer wall and didn't point out what he'd done, he'd put a blob of glue on the brick to rectify it and left. Once I'd seen the damage, i rang through to Shell who proceeded to push me to claim against Outreach who are a sub contractor that they use, telling me i have to fill out a form and basically Shell had nothing to do with it. I have a contract with Shell so didn't expect this runaround being pushed to sort out the mess through an outside company they used. I rang through to Shell several times and despite the agents trying to help, it all endedup with me having to claim through Outreach. I ended up getting the damage sorted and left it there. Shell have disappointed hugely with this system that they have. I have bought into a service that they offered so therefore would've expected them to resolve this
Reviewer
Luna
Location
Portsmouth
Date
25/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Every second it off. I called several times with no solution still stopping every second
Reviewer
Sam B
Location
London
Date
19/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give them 0 stars if I could. I pay each month for terrible, slow bad internet. I can barely get any work done at home because of it. Their customer service is dismal, and they blame the customer for slow internet even though they are the company providing the broadband. DO NOT SIGN UP WITH SHELL - it is simply not worth it. Spend more money elsewhere. I cannot stress this enough. I didn't even know I had signed up for an 18 month contract as over the phone they said it was just 12 months. They do not make it easy to leave at all.
Reviewer
Libby
Location
Walton
Date
17/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved house told us the WiFi will be up on Friday reset the box nothing. Called them today and was told there was no engineer available for a month
Reviewer
Lauren
Location
Croydon
Date
13/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL I complained since they took over the line that I only had intermittent connection. It took them 11 months to give me a new router as the original was faulty. Complete waste of money. Can't wait to get out of my contract. Despite not providing me with internet as per contract they wanted to charge me over £200 to leave.
Reviewer
S Ferg
Location
Fife Scotland
Date
07/06/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Connection constantly falling!! Cannot wait to be out of contract period
Reviewer
Madeline Erwin
Location
Belfast
Date
04/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only had it in a month and speed is next to nothing,signal keeps cutting out and have reset box multiple times,had to end up cancelling service,stay away from this company don't deliver what they promise and when you sign up they don't tell you it's £10 for box
Reviewer
Omy
Location
London
Date
30/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Cuts off multiple times day and night
So angry at husband who switched to this awful company
I can’t work from home, we can’t watch anything on streaming services without being interrupted
Avoid at all costs
Reviewer
Location
London
Date
29/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter CACK! We switched to Shell broadband 3 weeks ago and have no signal at all. They keep saying passing the blame on Open Reach saying it’s faulty infrastructure. Funny how everyone else and neighbours are getting broadband with their providers! Stop fleecing consumers and motorists with your sky-rocket prices and provide a decent service for a change!
Reviewer
PeterB
Location
Slough
Date
29/05/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband has been good but customer policies/service is very poor.
Reviewer
Rhi
Location
Wiltshire
Date
28/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was great to begin with, was cheap and you got what you paid for, but now it's so slow and in the evening I can hardly connect to it at all it just regularly drops out or has such low signal strength it won't work past my living room which is a small room. Tried to call to cancel so I could switch and was told they are transferring to talk talk so all accounts were locked and I can't leave until the transfer is done so call back in a week or 2. Disgusting.
Reviewer
Christie
Location
Nottinhamshire
Date
24/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
This is by far the best company I have had. I put in a complaint of single dropping on the 16th May. This problem was a problem with previous supplier also. They sent openreach the next morning. Turns out my line had been hit by lighting. 4 months I'd be complaint to talk talk before this with no answers. All my sockets and line changed that day. New router ordered also and arrived within 3 days. Calls to update me every step of the way. Also offered a refund I did not ask for. 6 day turn around and fastest speed iv had in months. Great customer services! Highly recommended!
Reviewer
Mike
Location
London
Date
17/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have to wait until the beginning of January to tell those cowboys to fluck off!
They make VM look top class.
Reviewer
Gemma
Location
Harlow
Date
15/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My service didn’t go live so I’ve never actually been a customer, despite sending another router which didn’t work. I spent almost a week on the phone to their useless customer service & I was told they’d waive their early cancellation fee. I returned the equipment but they’ve billed me £107.38. I cancelled within a week this is not legal. I’ve been a customer since f Octopus energy for years & I’m considering cancelling as they now own Shell.
Reviewer
P Reynolds
Location
Date
15/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking internet speed, after charging me £24 for over 6 months for speeds between 3-7MB I finally managed to cancelled the contract as not fit for purpose! Now Shell are sending me emails every month saying my account is in arrears and threatening to take action ..I am 76 years of age and this is taking its toll on me .. do not use this company if you can avoid.
Reviewer
Fozz
Location
Leeds
Date
04/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish, kept disconnecting. When we contacted them to report the problem they did nothing to help, have now switched to virgin. No problems at all l
Reviewer
Ann
Location
Leeds
Date
04/05/2024
Comments:
I had engineer come out on 26 April said problem at exchange rang them 4 times did not hear from them still waiting to be connected think I made a big big mistake joining them
Reviewer
Robert
Location
Cornwall
Date
03/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
At the end of an 18 month contract during which the broadband had been sporadic at best we were offered a new deal at almost twice the price for a 33% reduction of service. When we went to swap, Shell kept cancelling our cancellation. Ultimately they cut us off despite us asking to remain on a rolling contract until the new provider kicked in. Ten days with no phone or internet. Had to pay £20 to get line reconnected and lost our phone number which we'd had for 20 years. My advice, look elsewhere.
Reviewer
Lesley
Location
Birmingham
Date
03/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor wifi, disconnects all the time for no apparent reason. Does not work with Hive. Cheap means exactly that, all I run is smart tv, laptop and Hive and Shell cannot manage it.
Reviewer
Renante Pangilinan
Location
Walton on thames
Date
30/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Iwill not recommend on my friends base on my experiences they said they commingbto connect our phone and internet im waiting for morethan 1month now and the bad side is my daughter have a exam soon my wife keep on emailing them but no one reply then they said comming on 29 and 30 of this month but apparently i been off bcoz they said will comming but untill now nothing happen they good to deduct the payment but interm of services i dont know what i gonna say if my daughter font have exam and they dont need internet for revision i dont mind to wait but this is not good. Seriously.
Reviewer
Patience
Location
Northampton
Date
29/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusted. Broadband speed was ok for location, but the router is a post it note that uses electricity.
And they charge you £50 if you don't send it back.
Rip off, bad customer service, don't do it.
Reviewer
I a
Location
Leeds
Date
28/04/2024
Comments:
For all the customers of shell ..please look at the OFCOM PAIGE it should say..shell energy fined £1.4MILLION for failing to flag end of contracts and best deals to phone and broadband customers. MY knowledge to this.. their should not be any payment made to shell as they ended their contract/company December 2023..and have broken important customer protection rules.
Reviewer
Sam d
Location
Hambleton
Date
27/04/2024
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely slow internet iPhone mobile internet on three is much faster can’t play online games at peak times or hardly ever can’t barely watch paramount plus where there router is right next to it on a Sunday , trying to stream something on Disney plus takes forever should of stayed with talk talk or sky internet not some energy company that’s got painfully slow internet haven’t contacted because it’s not me that pays but thought I’d leave a review to explain that’s it’s just like having dial up internet from the early 2000,s
Reviewer
krystyna gibson
Location
Buckinghamshire
Date
26/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rang last month to ask why my BB had gone up by £10,00 and would have to change supplier I am a pesioner and have to watch my pennies. Don't need BB for work only everyday things. Imagine my shock when my bill came in at £104.00 this month? rang customer Avoidance to complain and was tols they would investigate. I phoned them about 8.00am thi s morning went out shopping returned at 10.00 to an email sent at 8.35am to be told my complaint had been investigated and now closed. ???? it beggards belief that they can get away with this of course nI am switching.
Reviewer
Jeronimo da silva
Location
London
Date
25/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A banch of scammers, took money from someone's else bank account without my authorization. I had left the country and closed the account.
Reviewer
Simeon
Location
Aberdeen
Date
22/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Appalling in every way. Dishonest customer support told me that I could transfer the contract to another resident at the end of my fixed contract period. So I waited 6 months to initiate the process. Was then told that was not possible. I then requested to cancel multiple times. The customer service refused. Misdirected. Gaslighted. Overcharged. I'm finally free but no thanks to shell. I will never ever touch them again.
Reviewer
Paul
Location
Wirral
Date
22/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Unreliable broadband and customer services rude and unhelpful. Awful!
Reviewer
Marus
Location
Harrow
Date
18/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very good service, I would recommend to my partner as well
Reviewer
Anthony W
Location
North Wales
Date
18/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with shell since they took over from the post office, and they said dreadful I can no longer use my laptop as it constantly times out I can get an okay signal on my mobile but takes a while, I did hear octopus was taking over so I thought light at the end of tunnel I can use my laptop again that was until today when I find it's talk talk who will run the service, that's who runs it for shell, so sadly no change, so I will now certainly be looking for a decent provider asap....
Reviewer
Carol
Location
Bristol
Date
13/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always get disconnected from Roblox when using this WiFi it sucks
Reviewer
Elizabeth
Location
ML
Date
11/04/2024
Comments:
The worst broadband Shell energy I ever used, very slow and very poor inernet conection. The customer service is very poor and unprofessional.
I have been left without internet connection for over 2 weeks already, and they keep lying to me that they will send an engineer to sort out the issue, but no one came still. I've cut 3 days from work especially to make appointments with them to provide access to the property, but they never came. It was such a stressful time because I had to sit my online exams and I was beging them to sort this out, but they didn't really care about it.
This is so unfair on people!!! I wouldn't recomend this company to anyone!
Reviewer
Francis
Location
Greenock
Date
10/04/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I’ve been with shell energy since October. The speed is excellent and the wired connection is extremely reliable. But there is a big BUT the wireless connection is awful. Constantly just drops signal for no apparent reason as if you plug in to the router the broadband is working fine. It can be very frustrating. I appreciate it’s very cheap £21.99 but the wireless connection should really be much better than it is.
Reviewer
Roy
Location
Leicester
Date
09/04/2024
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Disappointed with Vodafone Broadband's False Promises and Lack of Customer Service
I recently received an enticing email from Vodafone Broadband, promising an upgrade to my broadband service at no extra cost, along with £100 in Amazon vouchers. Excited about the offer, I eagerly awaited a text to schedule an appointment, as stated in the email. However, over two months have passed, and I've yet to receive any communication regarding the upgrade or vouchers.
Frustrated by the lack of action, I reached out to Vodafone's customer service, only to be met with confusion. None of the representatives seemed to have any knowledge of the offer, and instead, they attempted to sell me a new contract without honoring the promised vouchers.
What's more disheartening is discovering that new customers are effortlessly offered the same £100 vouchers simply by switching online through comparison sites like uSwitch. It's evident that Vodafone values acquiring new customers over rewarding loyalty.
As a loyal customer who received a promising offer via email, it's incredibly disappointing to be left in the dark and denied the benefits promised. Vodafone's failure to deliver on their commitments and their lack of transparency regarding existing customer rewards have severely tarnished my perception of their broadband service.
In conclusion, Vodafone Broadband's false promises and poor handling of customer inquiries have left me thoroughly dissatisfied. As a loyal customer, I expected better treatment and transparency, but unfortunately, Vodafone has failed to deliver on both fronts.
Reviewer
Mags
Location
Coatbridge
Date
06/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Disgusting having left withbno internet forc6 days now and i am disabled and reky on wifi fir my door ringbell and cintact with family and friends.
Promised a new power-packed only for next day to be contacted saying i need new router and woukd be wirh me in 24hrs...still nothing.
Made complaintxas this is second time (1st time was an outside problem) and given £2.17 comp.
The company has also been sold without infirming customers to Octopus, who inturn use talk talk, neither provider would i ever choose.
Cannot get customer complaint who soeaks and understands english and constantly talk over you after being on the phone on 4 seperate occassions for well over 2hr.
Never use this awful company
Reviewer
Christina
Location
London
Date
04/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Two weeks ago around 1.00am internet stop!!!
Phone calls non stop customers service cut off twice. Then Today at 1.30am Once again internet cut off they want MONEY but they don’t deliver the service! Postoffice broadband was never as bad as this company. Who is my provider from Postoffice sold to Shell then to Octupus then in February to Talk Talk but was told by shell they will deliver the service. These companies should stick to oil if there’s any left because we want Internet NOT OIL!!!!
Reviewer
Seyed Ali Akbar Kheradnejad
Location
Shrewsbury
Date
27/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Over priced, Shell sided contact. Frequently boosting the fees. Worst ever!
Reviewer
Darren
Location
Needham market
Date
23/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never experienced such a poorly managed team. Calls get cut off with no call backs and the internet speed is pathetic.
I am happy to say I have found a new provider and the speed is amazing, so is the level of service.
My advise is DO NOT GO WITH THIS COMPANY,
Complete waste of time..
0,,, effort to help resolve any problems..
Reviewer
Deeders
Location
Bristol
Date
18/03/2024
Comments:
I’ve been with Shell since August 2023 (7 months) and had no complaints whatsoever until a month ago when my connection kept buffering, stalling, booting me out and not connecting. I rang customer service and she talked me through how to do a hard reset. It worked…….for 2 weeks and now it’s happening again. I rang them again and the guy explained that because I have a “commercial package” (no idea what that is!) when people in my vicinity are also using their broadband, it effectively makes my speed drop. I stated that seemed unfair as I’m paying £18 a month for a service, so why should other people’s use affect what I’M paying for. He went into all the tech talk which I kept telling him, I didn’t understand. He asked me if I wanted to upgrade to a faster speed to which I refused. He then said that he’d raised my speed from 7.5 whatever to 11.2 and that I shouldn’t have a further problems unless more people jumped on. Whatever he did, seemed to work….48 hrs, it’s happening again so watching tv has become a stressful event once again. Can’t wait for my contract to end
Reviewer
Trevor
Location
Tandragee
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Used to be good, signed up for 200 full fibre, was told I could have VoIP then sorry we don't. Speeds regularly under 100mbs and very unstable, drops off at least 3 to 4 time's per day absolutely horrendous
Reviewer
Anne Flanagan
Location
Cornwall
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moving my broadband to Shell was the worst mistake. Went with Shell after going through Uswitch who recommended them. Only went live yesterday. Connection keeps going down. I phoned tech support spent over a hour still could not get the internet on my tv.
Reviewer
Sarah
Location
Glasgow
Date
27/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.
Reviewer
Frenchie
Location
Swadlincote
Date
25/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I guess they are lucky that you can't actually give 0 on the rating scale.
Price is doubling from £25 to £50 this year. Not a great start.
Got the contract in August, roughly every 2 days connections dips. Unstable garbage for it's price. The download and upload speed is not what was promised. And the router is so bad that WIFI cannot even go to the second floor let alone struggles to get into the dining room ( which is the room after. ) Shell should still to their strength and carry on playing corporate monopoly greed with it's oil.
Reviewer
Hawrami
Location
Fulham
Date
24/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service has been incredibly disappointing, with consistently poor speeds that make even basic tasks frustratingly slow. It's frustrating to pay for a service that promises high-speed internet, only to receive unreliable and sluggish performance. This broadband connection has been nothing but a headache, causing more stress than convenience. I would not recommend it to anyone looking for reliable internet service.
Reviewer
Paul
Location
NOTTINGHAM
Date
22/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service constantly dropping out and no connection. Not receiving the service I pay for. Avoid Shell energy, do not even consider them an option.
Reviewer
Tyler
Location
London
Date
22/02/2024
Comments:
These 5 star reviews on trust pilot must be fake because since I started using Shell Energy for broadband it has been nothing but an absolute nightmare.
This is by far the worse broadband I have ever used:
- the speed isn't as advertised (it hovered consistently around 8mbps);
- the internet goes out intermittently throughout the day;
- it starts off as the 'cheapest' option but what they don't tell you is that they are allowed to increase the price mid-contract, so you can't keep paying the price you signed up for;
- recently the internet has been down for two full days and when the customer service team exhausted all the steps and still couldn't resolve the issue, they wanted to charge me £78/ hour to send an engineer to come fix what was essentially their problem. I was on call with Shell for over 2 hours -- I was passed from agent to agent and when one finally agreed to waive the engineer fee, I was then passed back to a different agent on the tech team who was rude, dismissive and patronizing and refused to arrange to send an engineer to inspect the router. This was the last straw for me and I ended up terminating the contract -- which Shell wanted to charge me a £80 termination fee for -- even though they weren't upholding their end of the bargain by providing internet that actually works.
What an absolute joke. I know it's cheap but save yourself the hassle down the line and avoid at all costs.
Reviewer
Kelly Anne
Location
Northern ireland
Date
21/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor connection phoned them mon week and they said they would do a reset, still as crap as ever. Regret signing up with them! Suppose to be fibrus top speed but I'm lucky if get any signal! I wish to opt out of my contract as I'm not getting what I paid for. Wish I read reviews before getting.
Reviewer
Emily
Location
Aberystwyth
Date
17/02/2024
Comments:
The absolute worst broadband I've ever had the misfortune of having to put up with. I cannot describe the amount of frustration it has caused. It constantly disconnects, turns itself off and just in general does not function as it should. I will never ever use their service again once this year contract is over, absolutely disgraceful. save yourself the haste and go with literally any other broadband provider other then shell.
Reviewer
Louise
Location
Cornwall
Date
11/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give zero I would… absolutely awful and I wish I’d stayed with my previous supplier. I made a complaint and asked them to call me after 4pm due to my job. 1.45pm phone rings and an overseas customer service representative rang to sort. I said I couldn’t talk but to please ring back when I finished work to be hung up on…..
What makes it worse, their ‘customer service’ (very wide use of the term!) is only open during office hours- what use to us is that when we work the same hours so sorting a broadband issue remotely is insane!
I have complained, sent emails phone calls…. Nothing so my next step is to contact the ombudsman so can get out of this contract and go with someone who knows what they’re doing
Reviewer
John
Location
Middlesbrough
Date
07/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed providers, due to start Feb 2nd, now the 7th, still waiting for phone line, broadband working but very poor, 88 year old mum with a lifeline pendant alarm service that does not work now so at risk.Customer services a joke, not interested, 2 hours on hold after initially speaking to someone so gave up, next time uninterested and unhelpful, blamed EE, blamed open reach, everyone but them. Why give a date when you can't port a number. Temporary phone number was offered but nothing.
Reviewer
Hans Jones
Location
NEWTOWN
Date
07/02/2024
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Poor is the word. In this day and age the service should be excellent with no need for lengthy problem solving, interference ? use wired connection? and so on. Automatic changeover from PO broadband such a shame.
Reviewer
Nicol
Location
Chesterfield
Date
06/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgusting customer service rang them over 10 times to fix a problem they had caused,
Every Time a new agent was passed on to me they came up with a new way to screw me over and said the agent before them hadn't written it down to what the discussion was before, they have charged me triple my plan, THEN Forced me to pay £190 for the direct debt they messed up and even admitted too! they've owed me £40 i have an email proving they would add it to my account 3 months later still nothing done about it but more excuses, the last straw for them was when i was contacted by a payments department agent and she even admitted that sometimes they dont know what they doing and that the company isnt perfect. Great member of staff you have there shell. But i think they need more training. Customer service is so shocking
AVOID AT ALL COSTS!!
Reviewer
Martin
Location
PLYMOUTH
Date
03/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
The service is terrible 6 months reporting problems with the Internet dipping in and out .had to pay extra for data with my phone provider .No Internet from yesterday engineering not coming until Tuesday. Decided to leave this sham of a company been told i will have to pay an early termination fee .How are they allowed to get away with this .like others i wish i read the review .Don't choose this company going cheap isnt good when you have no service .
Reviewer
S verde
Location
Hertfordshire
Date
02/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just awful, the internet keeps dropping and it takes forever to come back online. I have to keep resetting my router! I will never use this internet provider again!
Reviewer
Stu
Location
Essex
Date
30/01/2024
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I started using Shell Broadband in 2023. It didn't start well with poor router equipment, but they did rectify this by sending a couple of router extenders. We moved home early 2024 and I had several discussions with them early December about the move and the importance of it being live by mid-January. I was assured multiple times it would be done. This didn't happen. Several phone calls, emails and personal expense to bridge the gap later we seemed to be getting somewhere with a new date of 1st Feb for activation. I get a call on January 30th to say that they wouldn't be able to provide broadband to my property AT ALL and thus had to cancel the order entirely. Leaving me with no broadband already for 2 weeks, and probably another 2 weeks to activate with someone else. Absolutely diabolical service no matter which department you ended up speaking to. Steer clear.
Reviewer
Peter Cawood
Location
Heysham lancs
Date
17/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been with shell,for several years.
Each year there is a price rise, which is ok.
However to stay with them you need to call them,this is just ridiculous as everything else is done online.
Even though they claim to have rang you on both home and mobile phones,also emailed us.
Complete lies.
This year, was fed up,changed for a better deal without a landline, suggest you do the same.
Reviewer
New customer
Location
Watford
Date
16/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The first bill will charge you for when your fibre connection is installed which is not clearly explained.
This mean my first bill charged for an extra 18 days before the fibre connection went live.
You will have to waste a lot of time challenging this practice to get a refund for hidden costs
In hindsight, it's better to pay more for a more reputable supplier
Reviewer
Chapman
Location
Jarrow
Date
15/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible! Connection is appalling, watching Netflix and half way through film, Connection cuts out. Worst ever!!!
Reviewer
Nik
Location
Cheltenham
Date
13/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly never had worse connection that with this so called broadband, I had better internet connection 15 years ago when I lived in the countryside and the local travellers had stolen the copper phone lines. Don’t even bother signing up, you will barely be able to watch a YouTube video.
Reviewer
Abbie Hunter
Location
Essex
Date
11/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In my first property there were connection issues, they wanted me to pay for the engineer to come out I said no but the charged me anyway.
Then I moved house and gave them the 1 month notice as they asked for, for them to cancel my order two days before I moved, and ask me to wait another 3 weeks for installation. A colleague of mine is having issues with them too and they just don't own up to their mistakes. Worst company I've had to deal with.
0/10 do not recommend.
Reviewer
A frustrated Bob
Location
Leeds
Date
10/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been trying to close an account for an elderly relative and I can honestly say Shell is THE worst company at providing customer support. I have been fobbed off, transfered between teams scattered across the globe at various call centers. The final straw was having the phone put down on me by Bori a customer complaints team member apparently in their Bosnian call center, after being told to 'Get to the point'. Do yourself a favour avoid this shower. Makes me glad I'm with Plusnet - always polite, effective and timely in resolving issues unlike Shell!
Reviewer
Julie G
Location
Staffordshire
Date
10/01/2024
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolical!! It's Awful wished we had never changed provider. 2.09 mbps this morning! My recommendation is do not use Shell as a broadband provider, you'll be wasting your money.
Reviewer
Helen
Location
Blackpool
Date
09/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter garbage, the signal is too weak to do anything with, it packed up altogether and it took them 6 weeks to get us back up and running, unable to work from home due to their rubbish WiFi, customer service is a joke
Reviewer
sarah
Location
ebbw vale
Date
08/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely shocking i changed to come with this company no service at all no wifi or anything shocking customer service then they told me I had to go at least 1 month with no service if i was lucky i would highly recommend that you stay away
Reviewer
Stephen Mount
Location
WIRRAL
Date
06/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
From day one we had problems. The router would drop connections meaning we had to restart it. I complained and they said they would adjust the settings. Now 5 months later it's still the same I am cancelling the contract and they are threatening big termination fees and one of the people I spoke to said they would block me from signing up to another provider. Thank god they are no longer available save another person getting ripped off
Reviewer
Anonymous
Location
Barwell
Date
05/01/2024
Comments:
Worst broadband going. Received the box, engineer came out and checked the line. Box didn't work. Contacted shell and had them put the phone down on us 7 times. Finally got through, box was wrong one for the package so new box sent out. Box came and its exactly the same one, still doesn't work. Wouldn't recommend to my worst enemy
Reviewer
James
Location
East Midlands
Date
04/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Quite genuinely the worst company I have ever had the dissatisfaction of dealing with. I don’t even know where to begin.
Firstly, due to their absolutely dreadful customer service, I am coming up on a month with no internet. I would normally say that if they are busy over the Xmas holidays then fair enough, but no, that is not even where the problems begin. On multiple occasions I have been outright lied to by call centre agents about things that Openreach have been saying on our account to them and also about when they will send out an engineer.
They first (around the 8th of Dec) told me that they would send an engineer out to our house to connect the router up and go to the box nearby and connect us up, few days go by, still no internet, we call them and they tell us that “extended work needing doing on the box and they’d get back in contact with us to set up a day for the engineer to come do the work” not sure what that means (I’m of the opinion this was total rubbish and no one came near our house), but ok.
A week or so goes by, still no internet. We contact them again, they throw out a day that someone would come by, that day comes and goes no engineer. We go back and forth over the next few days, they eventually said the 28th someone can definitely come out, can you guess what happens next?
So come to a few days ago (start of Jan) they say once again that they’ll get someone out, and on the day of, it gets to about 4pm and I call them to confirm they’ll definitely be coming, the guy says “yes I’ll call Openreach now and confirm your appointment” at which he puts me on hold for 7 minutes, then comes back and says “yep Openrach will definitely have someone out to you by 6pm”. Shocker, 6pm rolls by and nothing so I call again and the agent I spoke to down right lies to me and says “Openreach left a note on your account at 10am this morning saying they couldn’t make your appointment and requested to rebook”. Despite the fact that supposedly someone from Openreach confirmed they would be there a full 6 HOURS after they said they wouldn’t be. So either the initial guy lied and never actually called Openreach, or second guy lied just to cover their back and get me off the phone.
Sorry for the ramble but I am just so frustrated at how both Shell and Openreach have both given me the runaround and left me without internet for a month. Luckily neither of us work from home or really rely too much on WiFi at home, but even still this is unacceptable and if I don’t have internet by this coming week I will be forced to go elsewhere. Wouldn’t recommend it to my worst enemy.
Reviewer
Vincent
Location
Northampton
Date
04/01/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On 28TH Dec, I switched my broadband to shell energy Full fibre 200 broadband with an average download speed of 207Mbps. When checking the speed, I only get 60Mpbs - 95Mpbs speed only. With my previous provider, I got a minimum speed of 95Mpbs. On 29th Dec, I complained to customer service, and they told me, it will take three days. Today is the 8th day and there is no change. I complained again but they took no action. I am disappointed and do not recommend Shell Energy Broadband. It is a waste of money.
Reviewer
Mr. Jeffery
Location
Stanley, Perth
Date
02/01/2024
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Since starting with Shell we’ve had nothing but trouble. Signal cuts out constantly whilst using anything WiFi related. There’s been the occasional time when it’s worked well for a few days then it’s back to square one.
Makes you feel like not bothering to try and watch a film or series when it cuts out so many times.
Will not be staying with them.
Reviewer
Kathleen Kilpatrick
Location
Wishaw North Lanarkshire
Date
01/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am sorry I went with Shell Broadband I am never off the phone to them because my connection keeps dropping and its been like that from day one,I've told them I think there's a fault with the router but there not doing anything about it,I wish I had never left BT,and I definitely won't recommend yous.
Reviewer
Chris Gardner
Location
Wales
Date
31/12/2023
Comments:
No wonder this company was rated bottom on the Which Broadband consumer website.
I was a Shell Broadband customer up until April 23, when my contract ended.Ever since then Shell Broadband have still been charging me for not being a customer of theirs.I have proof of the date,when may contract ended.And to this date they are still in denial that contract ended,04/2023.I have reported them to Ofcom, and waiting for the outcome.
Reviewer
Malc Gregory
Location
Derby
Date
21/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give no stars for shell broadband I would .I have tried everything that they say over the last 18 months an nothing works.I am using my own data as I write this .beacuse no Internet .trying to get out of the contract is impossible but they do not provide a service. NEVER JOIN SHELL BROADBAND .You have been warned TERRIBLE
Reviewer
Red Scot
Location
Falkirk
Date
20/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
Reviewer
Don’t trust this company
Location
Cheshire
Date
17/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’d give minus stars!!
I’d give minus stars!!!
This company are scammers and a joke! I was originally with post office and then they automatically switched me over to shell energy! The first thing I will say is the internet never worked it was the worst internet I’ve ever had in my 30 years! Anyway it’s £25 per month so u get what u pay for really! I rang to change the direct debt details as I had changed banks, I was told this was done but it hasn’t been, therefore they charged me a direct debt return amount! I rang again and they told me that I owed money for a month on the account which was 3 times what I had normally been paying! I was happy to pay the monthly amount but they wanted £80 for September only I looked at bank statements and I was all up to date with payments and they were not having it, they said I was out of contract so I signed up again to a similar amount to what I had previously paid. 15 days later (just out of cooling period) they tryed to take the money from the old direct debt again (incompetent) I just told them I would cancel as the new contract hadn’t started yet and wasn’t due to be paid untill 20 days later, they said I would have to pay a cancellation fee, now this really f me off as it wasn’t my fault they didn’t change direct debt, wasn’t my fault they hadn’t contacted me to say my contract ended, and I didn’t even sign up with shell energy in the first place, now few weeks pass and they have sold my debt of £80 which should of only been £25 onto a debt collection agency! I then received threatening messages from shell energy by text by email by letters, so I paid the outstanding balance which was £200 (cancellation fee) I have no 3 months later received another email to say I haven’t sent the routed back to them and now owe them more money, I didn’t receive anything to send the routed back, after paying out money I shouldn’t of had to right before Christmas they are now changing me for the router aswell this company is a joke and can not do simple tasks or communicate with there customers leaving the customer out of pocket and distressed AVOID THIS COMPANY
Reviewer
Buckingham
Location
London
Date
15/12/2023
Comments:
Absolutely no stars cancelled contract after 2 days of hours on the phone being passed from one person to another router was returned via packaging sent by Shell 3 weeks ago and today they decided to take money from my account, I am now contacting the ombudsman this is beyond shoddy a company that haven't a clue what they are doing
Reviewer
Paulo
Location
Bracknell
Date
14/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
My broadband keeps flickering on a regular basis and the internet obviously fails, harming me on my work. I have made several videos of this, every time it happened.
Still, because I believe this issue can be sorted, I called them to move my existing broadband to a new home and I was told by Mr Loyd, that it can’t be done and I was given an increased price, for a new contract.
I was told that the present contract on this property will keep active but under a different name, I did NOT even give authorisation for this be made and I am the accountant holder!
Mr Loyd made me wait for a long time when I asked to speak to his supervisor, asking me what I wanted to talk to him about.
At the end I was also told he was not able to book a “call back” with his supervisor.
What a fantastic person Shell or now Octpus has working for them!
Customer service, ZERO!
I am not sure that anyone reads this real life and honest reviews, but it feels like companies do whatever they want with their customers and nobody defends them.
Reviewer
Liam
Location
Southend
Date
12/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've complained and been sent a new router and told there speeding up my connection. Non of this makes a difference it's just rubbish.
Reviewer
Illus
Location
Dulverton
Date
09/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Shell for about 9 months.
I had a fault at the cabinet a while back, I got hold of a lady at the support desk quickly. She found the fault and got Openreach to repair it.
Apart from this it works. Their portal is ok. The price is good.
Reviewer
Hannah
Location
West Midlands
Date
08/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful. If I could give zero I would. The worst internet I have ever had, having to use our phones data in the house, as with this internet you couldn’t possibly have Netflix on and use a phone at the same time!
DO NOT BUY!
Reviewer
Very disgruntled and unhappy
Location
Shropshire
Date
05/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful. No service. 'Not there problem'. No follow up. Unable to speak to anyone. never called back as disconnected every time.
AVOID them. cheap is not cheap when you have no service
Reviewer
Colin
Location
Nottd
Date
02/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
Reviewer
Noreen Butler
Location
RIPON
Date
29/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband ever. Changed from now tv, where I had no problems at all to shell, biggest mistake. Never had such a poor connection to broadband. EVER.. if you’re thinking of changing providers. DONT, choose SHELL
Reviewer
Chris
Location
UK
Date
28/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The absolute worst utilities supplier I have ever encountered. Appalling reliability and customer service. My internet drops out every single day and sometimes several times per day, and customer services told me that this was standard.
Reviewer
PutPutPut
Location
Scotland
Date
27/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had problems from day 1 with my devices not connecting to the router they provided (no issues with previous plusnet). Suspect a cheap router is used. Increased contract mid term. When cancelling, and despite being out of contract and moving to Fibre they still charged me a full month and added on charges for revoked loyality discount. If you get to their rententions team - they are an horrible bunch of expletives who will just hang up on you. Absolutely avoid Shell Energy Broadband. It might be cheap but it truly isn't worth. My new provider BT gave me a massive bill credit for not connecting me on time. That was without me asking for it. Go with a decent name. Plusnet or BT. Not this shower of con artist who are going to disappear from market soon.
Reviewer
Julian madgett
Location
Swanley uk
Date
27/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT
Reviewer
Mikey
Location
Bedfordshire
Date
25/11/2023
Comments:
Have had this superfast broadband for about 8 weeks. Worst broadband I've ever had. It may be superfast but obviously to a fast wrong turning as it never seems to reach us. Spent more time offline than on. I have managed to terminate my contract free of charge due them nit meeting their commitment. Be warned, this really isn't good broadband. Oh, and if you still decide to sign up, be prepared to wait a significant amount of time to get through to customer services
Reviewer
TheGiddo
Location
Dordet
Date
24/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
Reviewer
DK
Location
Mitcham, London
Date
24/11/2023
Comments:
My Shell broadband was supposed to go live on 07/11/23 but never did (everything was fine with the previous provider). After several complaints, Shell sent the engineer on 22/11/23. He confirmed that my brand new router sent by Shell was installed correctly and upgraded the master socket.
However, this did not help. The engineer found that the phone line did not function and the problem was on the Shell side. He requested escalation to the Senior Investigator Team with a follow-up by visiting the property.
The engineer submitted the report in my presence on 22/11/23 9am. However, after 3 full days, no-one has contacted me to book an appointment with the senior investigator team and I have been without internet for 17 days now.
DO NOT USE SHELL.
They have atrocious customer service, never call back, do not have adequate engineer staff and are not able (and interested) to fix their mess. I've also been already charged for their non-existent services.
Reviewer
Richard Budniak
Location
Carlisle
Date
23/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.
Reviewer
Owain
Location
Aberystwyth
Date
23/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.
Reviewer
Buckingham
Location
London
Date
22/11/2023
Comments:
Cannot possibly give any stars absolutely appalling, an engineer was supposed to come today to set up broadband we had an e,mail to confirm rang Shell
and was passed from pillar to post only to be told we have to install it ourselves so we tried to cancel but was told the contract started when we signed with them and would have to pay a high cancellation fee even though its not even live was on the phone for well over an hour so we are stuck into a 12 month contract and will have to pay someone to install it
Shocking really shocking behaviour
Reviewer
Joan Williams
Location
Bognor Regis
Date
21/11/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.
There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.
Reviewer
ozzie
Location
Fareham
Date
20/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
Reviewer
B Tan
Location
Dorset
Date
19/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Arobinson
Location
Gloucester
Date
17/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Mimi
Location
Birmingham
Date
16/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid, Avoid and Avoid
I cancel my contract with shell broadband after a week.
I have been treated unfairly,
I had and engineer come to install the box on Wednesday 8th November 2023, I stated to the engineer that I did not want the box installed in my kitchen or bedroom, however he insisted on installing it in my bedroom, I felt at this point he was just after a quick easy job by doing this, I know it can be installed in my living room, as the previous company whom I had a contract with did it with no issue.
Having the box in my bedroom is causing me to loose sleep as I have a severe light sensitivity and to be able to sleep I have to have a pitch black room. I wasn't advised about the amount of lights coming fliking and the sound coming from the box. when I complained, for them to turn around to me and tell me to cover the lights which I found it very insensitive and unprofessional. I have been dealing with this for a week and I am now being passed back and fourth to different people in different departments and being told different things, is purely unprofessional from a customer perspective.
Furthermore,
We can only connect to the WiFi upstairs where the box is located, I cannot get signal downstairs which is redundant, as my children cannot use their computer for school work.
Therefore I cancel my contract with them and I have had all these issues in a space of my week, therefore
This company are legalised scammers and should be shut down.
Avoid at all costs.
Reviewer
AT
Location
Kent
Date
13/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Mathew
Location
London
Date
11/11/2023
Comments:
No stars.. as this is the worst broadband ever used and customer service is even worser as none of them are interested to solve your problem instead they transfer the call from one department to other and then just hang up.
Please I request no one should choose shell as you can see the below reviews.. it is really the worst service you will ever get.
Reviewer
Senthil Kumar
Location
Mickleover Derby Uk
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
Reviewer
Nigel
Location
Norwich
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
Reviewer
Alex
Location
Newcastle upon Tyne
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.
Reviewer
Livz
Location
North West
Date
08/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service level atrocious.
Only company using BT line that can't transfer a BT landline
Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
Cancelled with them
Reviewer
Wallis
Location
Skelmersdale
Date
05/11/2023
Comments:
By far the Worst broadband you will ever experience.
We where recommended to sign up for shell by Currys who are clearly getting a commission from this diabolical service.
Our broadband constantly goes in and out as your typing even though we where under the impression we had signed up for the top speed.
When we complained they told us that we needed an upgrade
Which involved the contract starting from the beginning again .
We now have a more expensive broadband than we had before that has only 5% of its reliability.
The upgrade made absolutely no difference .
This company are legalised scammers and should be shut down.
Avoid at all costs.
Reviewer
Zohaib
Location
Halifax
Date
04/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Amit
Location
Belfast
Date
02/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would request any one who want to buy broadband service to not to go for Shell Energy Broadband.They have very Pathetic service and they don't even bother to revert back to customer. I waited for 22 days and followed up with them for 6 days continuously but they were pathetic in their response and finally I had to cancel by contract.
Reviewer
Graham
Location
Corsham
Date
01/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had read the reviews before signing up. Broadband is OK so far but we are unable to accepy incoming calls on the landline. The 8th agent spoken to promissed to arrange for incoming calls to be transfered to a mobile but this has not happened. Now told in will take 24 hours. I have tried to explain over and over again that are dealing with 80 year olds with medical issue and that a landlibe is essential. All I get is well that's the system. Asked to speak to a manager but again I will have to wait for 24 hours. Service simply not good enough.
Reviewer
Saadat H
Location
Birmingham
Date
30/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I got shell broadband last year just waiting for its 18 month to complete.
Speed is totally unreliable
Reviewer
Alex M
Location
London
Date
30/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Amongst the many poor Internet companies I've used over the past twenty years, Shell stands peerless.
Disgraceful service requiring hours of calls with new end product, poor speeds and coverage, now requesting a £250 cancellation fee as they are unable to provide their product.
Avoid at all costs.
Reviewer
Liz Tully
Location
Edinburgh
Date
29/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Got a new router and asked to send old one back in package that came with the new router. No package. Emailed customer service and got no reply. Now they have charged me for non return. Disgusting company can't wait for my contract to end.
Reviewer
tania
Location
London
Date
25/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
inafective customer service, had to complain two times after 6 months of closing the account as they harassed me for a not existing credit. confirming that they deleted the credit, after a month they texted me again about the credit. UNACEPTABLE. TIMEWASTING. INAFFECTIVE.
Reviewer
Steve reay
Location
Cullercoats
Date
24/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose
Reviewer
Tim
Location
Shrewsbury
Date
22/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Wi-Fi frequently and persistently drops out, no customer support at weekends
Reviewer
Helen
Location
Blackpool
Date
22/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband provider ever, constantly dropping the signal, been without WIFI for weeks due to 3 routers packing up, long delays waiting for BT to come out to check their equipment when it's clear to anyone apart from shell that the problem is theirs, cant wait to change providers, absolute garbage
Reviewer
Chris
Location
Wirral
Date
18/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I work from home and the internet drops out constantly several times per hour. The bandwidth also isn't good enough to stream a video in 360 for more than ten mins. I feel like I am back on dial up in the dark ages!
Reviewer
M.Simpson
Location
Liverpool
Date
17/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an awful company,switched provider to BT and still being charged by Shell even though they know they are not providing a service, typical oil company should never have been allowed into the telecomms sector or any sector for that matter they have done enough damage to the planet, crash and burn suckers!
Reviewer
Mr Morris
Location
Cheshire UK
Date
15/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
All I can say is we;ve been counting the months until we can go with another ISP. For a multi-billion pound company, the functionality of the website is deplorable. I can't ever view my bills, important links on the website don't function. It's actually shocking how bad Shell are as an ISP.
Reviewer
John Duxbury
Location
Selby
Date
13/10/2023
Comments:
No Stars at all for anything. The worst broadband provider I have ever had. Regularly loosing signal whilst watching vids online on my TV, resulting in my computer dropping the connection. Shockingly bad service and for the last 15months it just was not worth phoning them and expecting them to improve. When the contract finished they tried to bill me for the final month even though I paid in advance. Cannot even do basic accounting.
Reviewer
Daniel
Location
Kent
Date
10/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly not worth it!! They rope you in with a £75 back offer you never receive it and they just keep shutting off my internet, also the internet isn’t great as well I’m so disappointed I work from home and I’ve had so many problems, just tried to speak to someone about it on the phone and the guy was struggling to understand me so just hung up on me after being on hold for 40 mins :( I’m coming off now!!
Reviewer
R
Location
London
Date
10/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
so far a very good service all round
Reviewer
Hannah Dixon
Location
Scarborough
Date
01/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor. The WiFi cuts out all the time. No good for even basic use, I'm frequently using my data, let alone my son's gaming. He's given up trying to play online.
Reviewer
Mark kavanagh
Location
Birkenhead
Date
30/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I've had it 3 days and it's dropped 4 times. Gonna read the cancellation policy, it's ruined my Ryder cup
Reviewer
Diane
Location
Norwich
Date
28/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!
Reviewer
Keira
Location
Aldershot
Date
23/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service, it has been several weeks of waiting for installation then the engineer turned up and said it was up and running but broadband never worked. They sent another engineer who stated the line was never active and has never worked, plus he cannot fix it. We still do not have broadband as it is constant to and fro with them
Reviewer
Kay
Location
Leeds
Date
22/09/2023
Comments:
I was with Shell Energy broadband and switched from them to a new service provider because I was not happy with their service. They continued to charge me after I had switched and when I questioned this they told me that my new service provider did not tell them of my switch so it was their fault and that they were totally responsible for the sum I had incurred. However, having spoken to my new service provider they told me that as I had switched from a copper line to full fibre they would not have told shell as it would not be the same line. Meanwhile, Shell customer service stuck to their guns and told me basically that I must pay the bill. They were unsympathetic, and absolutely just wanted their money regardless of the fact that I had not been using their service for over a month. My new service provider was ever so kind and due to the way I was treated by Shell broadband offered me a discount on my next bill in kind which they were not even obliged to do. I am thankful for good-hearted people. That's what we need more of in the world.
Reviewer
Matt
Location
Newcastle
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.
Reviewer
Anne
Location
Cheshire
Date
20/09/2023
Comments:
The customer service is appauling,broadband unreliable was so bad had to cancel the contract within a month.Awful experience.
I was hoping to safe some money from Sky but huge mistake.
Reviewer
susan williams
Location
Clowne, Chesterfield
Date
18/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits
Reviewer
James Wilson
Location
Glasgow
Date
17/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE THIS COMPANY
An absolute joke when it comes to customer service,
My Broadband was ment to go live on 4th Sept,
4 days later nothing !
Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live
Agent asked me to unscrew faceplate at wall and try and connect inside,
Never heard anything like this ever,
Then told an engineer would call a few days later but he never showed up,
When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,
Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,
Something told me he was at it,
Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,
When I threatened to cancel they assured me I’d get router within 48hrs which I did,
Again it didn’t work, closer inspection it was another refurbished one,
Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,
I’ve had no service from day 1 and very poor customer service,
At that point I said I would be paying nothing and proceeded to cancel DD,
This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,
Worse two weeks of my life ever.
Reviewer
Kevin
Location
matlock
Date
12/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not recommend shell energy broadband and phone to anyone , Had no problem at all with the Post Office. but when Shell took over they cut me off and sent a engineer out to check my router and said that I wanted a new one when in actual fact it still worked as I tried it before sending it back They told me that I could upgrade to superfast fibre and the contract would last 18 months at a cost of around £29 but every time I receive a a paper bill it has gone up and the last one that I got was £44 , I spent 1 hour 45 minutes on the phone just to hear music playing so I hung up after getting an head ache the day after I hung up after 30 minutes.I received a letter telling me that a charge of £2.25 for a paper bill it stated that the charge would be taken on the 11 of September if I did not contact them by the 30th of august I received the letter on the 11th of September.funny how when you need to contact Shell for joining it is dead easy to get in touch with them but try getting in touch with a problem and see what happens I am considering just cancelling my direct debit payments because it seems to me that the contract is not worth the paper its wrote on , I cannot even get through by using the computer they are a dreadful outfit .
Reviewer
Matt
Location
Leighton Buzzard
Date
11/09/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was put on Shell Energy after Postoffice gave up their broadband services. I've never had any issues
Reviewer
Michael
Location
Pontypridd
Date
07/09/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Painfully slow at times. Not very reliable either. If I knew then what I know now I would probably give my business to another company. I do not get the promised speeds most of the time. They are cheap though.
Reviewer
Thomas
Location
Bristol
Date
07/09/2023
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Transferred from Post Office broadband. After being a customer for over 10 years.
My review of Shelly Energy Broadband:
Overall good value & service.
Great internet speeds
Customer service times, does need some improvements. I've found the best way to contact them is through the "live chat" on the website.
Internet has gone down a couple times, however customer services are good at tying to find the issue.
They are one of the only broadband providers that still don't require you to have a direct debit with them.
So bills can be paid in person at the post office.
Or through there website.
Reviewer
Jess
Location
Bradford
Date
06/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hadn’t even got to the installation stage! Booked onto Shell Energy Broadband after buying our tv through Curry’s & also needing broadband to move into our new house, we booked this on the 15th, they processed our order on the 16th/17th, we were blissfully unaware of the rest to unfold…we weren’t sent any communications so I called them, I was told there were delays with openreach (no actual given reason) but our go live date was still going ahead. Go live date was the 1st of September 2023 it got to this date & by this point, we had not received our router in the post or had any contact from Shell. I waited the 8am-8pm & still no sign of anything, after numerous calls & excuses, our router wasn’t even sent out, so I’m not sure they even had the intention of a go live date being kept. After having waited 3 and a half weeks altogether with the promise to go live, I’ve had to cancel, I’ve also used up all my phone data having to work from home, and now I’m waiting another 2 weeks for another service provider, thanks for nothing Shell.
Reviewer
Michael collins
Location
St. Neots
Date
04/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
What a load of rubbish if I could I'd give them minus 5
Reviewer
MB
Location
Southampton
Date
31/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Far cheaper (initially) when I joined but I have been plagued by very slow broadband speeds (once recorded at 0.2Mbps) and signal drops. I'm now switching to Plusnet and Shell have cancelled my service one full day earlier than requested. Beyond dreadful.
Reviewer
David Twining-Harris
Location
Bristol
Date
29/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Martin
Location
Derby
Date
29/08/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Fast and reliable wifi when it finally was set up, but faced weeks and weeks of delays before this with poor communication and unkept promises from Shell. Moved house earlier this year and tried to stick with them but had similar issues where I was promised a 'go live' date that came and went with no wifi only to be told the order hadn't gone through. Waited a week to find out it was still no further and they could not give me a new date, so cut my losses and cancelled with them. No real apology from Shell and a constant sense that people I spoke to on the phone didn't really know what was going on and just wanted to give me a quick answer to get the call finished.
Reviewer
Cara
Location
Date
25/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely a joke don't recommend!!
The wifi was hardly working around my flat i wasn't able to get wifi in the bedroom. I decided to leave and they told me i would have to pay a fee even though my contract was ending with them theyve re-opened a new contract i left them thinking my contract was over as when i had my new wifi which was talk talk fibre alot easier and works perfectly fine around all my rooms they where also suppose to tell them i was leaving even ddo i did tell them i was leaving and now trying too charge me £122.00 even ddo I've left them for nearly a year now blydi ridiculous and if i dont pay there getting people to come out and collect it. I dont owe you any money ive sent the router back aswel to you total joke of a company
Reviewer
Lee
Location
Wales
Date
24/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Worst company I have ever had to deal with, from the very start when we couldn’t get internet for the first 10 days. To now 3 months on when I’m being charged for call-outs I didn’t ask for. Just trying to get this sorted and call out charge taken off my bill has taken so much time. Live chat is awaful and call centre is not much better. Do not go with them you will regret it like me.
Reviewer
Pierangelo
Location
Glasgow
Date
23/08/2023
Comments:
I have been with shell energy for 3 years and can honestly say it is the worst company I have ever delt with. After 2 years they cancelled my contract without my knowledge. I then found out that this resulted from my neighbour accidently putting my flat number which resulted in them terminating my contract. After opening a new contract I experienced a variety of different problems such as my bills being higher than what the contract states and my internet was running significantly slower. The customer service here is apauling. With all these issues arising every couple of weeks I was constantly on the phone with customer service, every person I spoke with told me something different and I was constantly being told to speak with different departments as no one knows what they are doing. They reopened several contract for me with out my permission and when I wanted to leave the company due to all the hasses and no revolment of any of these issues, they then told me I had to pay for the full termination fee because it was a new contract. As stated above I did not agree to cancel or reopen my contract several times and i now should have been in my original contract for 9 months meaning I should only need to pay for the remaining 9 months ( it is a 18 month contract). But shell energy is insisting I pay for the full 18 month termination fee. I would highly suggest that everyone stays away from this company as they are only looking to scam and make more money
Reviewer
Robert tolley
Location
Atherstone
Date
22/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish.
If you move to another room or sit outside your Internet connection is lost. Every time you switch your tv on it comes up no internet connection. This as to be the worst internet company on the market. Glad we are leaving soon.
Reviewer
Duncan
Location
Manchester
Date
20/08/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
There are some dreadful reviews here but I can only say it as I’ve found. After a couple of weeks of drop outs (which didn’t effect my broadband only my printer), they sent me a new router which was fine, I happened to mention I had a weak signal in my garage and they sent me two Deco Mesh units free of charge… I get 57 meg all over the house including the garage, all for £23.99/month, so overall I’m happy, I’m on a two year contract, I don’t think I’ll be paying the £45/month after the initial two years, I’ll be shopping around to see what’s on offer!
Reviewer
Chris
Location
Cambridgeshire
Date
19/08/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Moved over from BT and “go live” date was missed and was without internet for 14 days. Open reach did not complete work in time for go live date but Shell kept in contact, raised issue and compensated £8 a day for the issue. Dealt with very well.
Connection is excellent and being part of Open Reach network should mean same as other providers such as BT which I left. Currently getting faster more consistent connection than before.
Reviewer
N/a
Location
N/a
Date
19/08/2023
Comments:
Charging after multiple attempts to cancel is predatory. Not paying sort it out
Reviewer
Diane Bryant
Location
Lowestoft
Date
16/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As a vulnerable disabled person who is very reliant on a reliable WiFi, Internet service I totally regret signing up with She'll Energy as it's extremely unreliable
Reviewer
Gerald
Location
Northern Ireland
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is beyond absurd the way this company have treated me. After dialogue with this company about renewing my contract I was assured on multiple occasions that the new rate was in place however they continue to charge me at my old rate hence the multiple staff members I have spoken with simply did not do their jobs as they assured me it was changed yet it has not after multiple assurances. What kind of company employs staff who are simply not doing their jobs and lying to customers? I will now seek legal advice in relation to consumer rights as this company is simply not providing what we have agreed upon in the terms of our agreement. Truly shocking in this day and age that a company treats a customer like this.
Reviewer
Yuchun
Location
Belfast
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst Internet do not get tied into a contract with this company
Reviewer
Joe
Location
Suffolk
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely crap! I was lured by a £95 amazon voucher. The speed is OKish but the router keeps disconnecting my devices and then has a fit itself. When I got the router out of the box I thought it was off wish.com, very cheap looking and apparently also in its operation. I am looking to move next year and am seriously thinking about 'buying" myself out of the contract early
Reviewer
Billy loudon
Location
St Andrews
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband
Worst customer service
Reviewer
Tristan
Location
London
Date
14/08/2023
Comments:
Utterly awful. Pathetic router which just can’t hold a signal or broadcast to anywhere other than the room it’s in. Far too expensive for the speed you actually get and useless in terms of customer service. Avoid
Reviewer
John redmond
Location
Buxton
Date
14/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had no problems until i decided to switch, my broadband suddenly developed a fault and was constantly going on and off, no help whatsoever from customer support, I would advise against using shell energy broadband awful service and poor speeds waste of money cowboy outfit!!!
Reviewer
Paul Butterworth
Location
Aspatria
Date
11/08/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
For me the issue with Shell Broadband is mainly their customer service. If will offer you no grace if you need to change contract and it will always be in their favour. They will charge you FOR EVERYTHING. Admin fees, routers, sending routers back. I consider them the easyjet of flying.
We'll get you there but you have to pay for extra if you want to sit inside the plane :))
Reviewer
Luis Navarro
Location
London NW1 8UB
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Contracted Shell broadband over a month ago for offer of £26.99. Engineer booked for 9th August 2023,between 8 as m and 1pm,they did not turn up, on phoning them the lame excuse that it had been cancelled by them and apologising for not informing me. Utterly Useless!!!!! WASTE OF TIME!!!!
Reviewer
uj
Location
camberley
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shell broadband kept on cancelling my order , because of them i was without broadband for 1months +....existing broadnand provider disabled their services in order for shell to switch ...and shell cancelled my order on the switch day....dodgy ...
Reviewer
Stephen
Location
Dorset
Date
08/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is difficult to imagine a more lamentable customer service than this company provides. On line, it is not even possible to state your issues as all potential avenues of engagement utilise inappropriate auto responses.
Reviewer
Nic
Location
Chesterfield
Date
08/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars I would. I'm currently managing a complaint for my 79 year old grandmother who accidentally cancelled her direct debit. We set it back up the same day and were assured there were no issues. We are now 7 weeks later. Multiple new contracts cancelled. Great stress for my grandmother. They've told her she needs a new landline and they'll get her old one back after only to be told this is not the case. A landline
she's had for 50 years. Customer service is shocking and the staff incompetent and unable to follow the most basic of requests. I will never go to this company or recommend them.
Reviewer
Jas
Location
Leamington Spa
Date
08/08/2023
Ratings
Speed
1.00 stars
Comments:
Had the misfortune of being sold Shell Broadband by Currys. I really wish I had trusted my instinct and walked away from this. I do NOT recommend the service to anyone. It was installed on 7th August and by 8th August I have cancelled. I have had to pay an early termination fee which I see as deplorable. The customer service was atrocious from the moment I made calls on the day of install. Avoid at all costs. It cost me £300 to terminate early and although it is painful - it is the right decision. Don’t touch this with a barge pole!
Reviewer
Derek
Location
Glasgow
Date
05/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Rods
Location
Kent
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish. Keeps falling out. Their"award winning router" can't hold a signal for 5 minutes without it disconnecting. DO NOT BUY
Reviewer
David Hancock-Dexter
Location
Stoke-on-Trent
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
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
Reviewer
Matt
Location
Staffordshire
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Placed my order on the 3rd, order was cancelled by openreach on the 10th, she’ll failed to communicate this at all, even when I rang on the 10th. Advised I had to wait until after the 14 day cooling off for install (absolute rubbish as plusnet installed within 2 days of order)
Called on the 21st and was told my order was cancelled, no manager able to speak to you, no complaints dept takes in lunch calls. Useless company I wouldn’t recommend to my worst enemy DO NOT BUY FROM THEM!
Reviewer
Sophdv
Location
Newcastle
Date
01/08/2023
Comments:
DO NOT USE THIS COMPANY. Broadband is incredibly slow if it even connects at all. I've been awake today for half an hour and it has disconnected 5 times already. Customer service has hung up on me twice now. Live chat person refused to investigate the issue and said the problem is with the router and sent us our 3rd router this year! They will not admit that their service is not fit for purpose instead choosing to blame customers. None existant customer service and unusable broadband. Complaints get ignored. I'm looking at ways to get refunded and I've cancelled my direct debit. I will not pay the rest of the contract.
Reviewer
Debora
Location
Scarborough
Date
31/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
PB
Location
Ayrshire Scotland
Date
31/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TOOK ADVANTAGE OF A VULNERABLE MAN WITH LEARNING DIFFICULTIES !
Inhumane and unethical practices - customer didn’t understand his basic Sufi would be DOUBLED in price per month at his new address - and even when family intervened and sent medical evidence that he wasn’t capable of understanding - they refused to release him from 18mths of paying a monthly DD he couldn’t afford - for a service/speed he didn’t need - during a cost of living crisis!
A decision they will regret commercially and from a reputational perspective as it’s about to hit every newspaper and online review site in the U.K.!
Avoid like the plague - appalling !
Reviewer
Pete
Location
UK
Date
30/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute waste of money - used ti get 12/13 mbps now 4.5 if we're lucky. I'm cancelling my DD - will fight for early cancellation due to rubbish service
Reviewer
w.e.merritt
Location
Bognor Regis
Date
30/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
This as a company, must be the worst in the U.K. without a doubt.First I had to contact the Ombudsman about the overcharging on my account which took months to complete,then I started getting intermittent termination on my Broadband when I swapped from one site to another they admitted a fault but would not change my Router, after terminating this service they wanted extortionate costs I had to speak to a manager who agreed to waver costs as I had never received a proper service as long as I waited a monthevery day we have had to RE-SET our password to watch our t.v.we are both pensioners and I am totally disablled.
Reviewer
CleoT
Location
Northwest
Date
29/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.
Reviewer
Ranj
Location
Wolverhampton
Date
28/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst internet service I’ve ever had in my life, I’ve had to top up my phone to use the internet because they said there’s a problem with their equipment but they want me to pay £75 for someone to come out to sort it out, it’s not my problem if you don’t do your job properly because I’m just paying for the services, not to fix your equipment, I can’t wait until my contract is over.
Reviewer
Jo
Location
Devon
Date
27/07/2023
Comments:
Worst mistake i have made going with Shell. I stupidly didnt read the reviews. I went with them because they were cheap. After a week i had to upgrade so i could use my smart television and now my phone never stays connected to the internet when I am home!
Absolutely rubbish. DO NOT USE SHELL!!
Reviewer
Nareman abdulla
Location
Northampton
Date
26/07/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best
Reviewer
Austeja
Location
Norfolk
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Katy
Location
Preston
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have come across,unfriendly pass you from department to department,dont use this broadband provider
Reviewer
Trisha
Location
Nw10
Date
24/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Never ever ever move migrate or use shell broadband i am using capitals to over emphasise the fact do not use shell broadband...They are rude! Unhelpful nothing happens when you need help there is no complaints dept i repeat no complaint dept whatsover it is a disgrace!!! I apparently changed providers without doing so thereafter i have had no help no help no one can give you information about your case no one at shell cares about you they just want your money!!! Go elselwhere or let it be at your peril!!!
Reviewer
Michael Brownlow
Location
Kippax
Date
22/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A shocking service from a shambles of a company.
I took over my Mum’s finances when at 88 years of age she developed Alzheimer’s.
Shell Energy constantly fail to send invoices, always ring demanding money and their bills make no sense to me whatsoever when they do eventually arrive.
Can a bill of £47.00 a month be correct for someone who doesn’t use broadband?
My surprise is that this company is anything to do with Shell and are allowed to use the logo.
Absolutely appalling customer service….
Reviewer
Ashok
Location
PRESTON
Date
21/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the world slowest internet on the earth. Maybe they were trying for Oscar with there brand. My personal rating 0.00000000000001
Reviewer
Lisa Stanley
Location
Horsham
Date
19/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service, bills all wrong, not helpful when openreach issue occurs. Now I'm stuck in 18 month contract with them. I blame Currys for selling them to me!!
Reviewer
Adam
Location
Oldham
Date
18/07/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I've never done a review before but wish I'd believed these 1 star reviews prior. Shell energy has an unreliable internet connection, and I felt like I worked for them and not the other way around as they treated me like dirt, continually trying to find way to get more money out of me 3 months after I had left them.
Reviewer
Tracy
Location
Wakefiled
Date
16/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Mum whose in her 80s always being with the post office now these idiots have taking over, I pay her bills for her, but have to travel to post office because there's no way of paying over Internet unless she authorises for me to manage her account, tried setting up a direct debit from dad's account that I manage so I can authorise it, but they refused it so I'm still trailing around post offices to pay the dam bills, what does it matter if it comes out of mine, dad's or her own(which don't allow direct debits) as long as it gets paid, would be so much easier to pay over Internet, so not only am I using petrol, or using a stamp or having to pay over the phone, it's costing me, useless company
Reviewer
Jane
Location
Wilmslow
Date
14/07/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My service is more off , than on!! Very unreliable! I certainly wouldn’t recommend them. It would be impossible to work from home!
Reviewer
MICHAEL CHESWORTH
Location
MERSEYSIDE
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
SHOCKING ....IVE BEEN OVERCHARGED FOR A BROADBAND PACKAGE SINCE NOVEMBER 2022 AND DESPITE 4 ATTEMPTS TO RESOLVE THE MATTER IM STILL BEING OVERCHARGED IN JULY 2023... AVOID AVOID AVOID
Reviewer
Ashok
Location
PRESTON
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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..
Reviewer
Shailesh
Location
Leamington spa
Date
10/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are very bad in service, font go for shell energy broadband. I have a very bad experiences as compare to others
Reviewer
Susan
Location
Ely
Date
10/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hasn't worked properly from the get go and it's hard to contact customer service as they give you the usual "go online and let the chatbots or help options see to your needs" rubbish. How can I go online when my internet isn't working? Basic logic fault.
Whether it's the router or exchange problems god alone knows as the Qube guy couldn't fix it.
I've had no reliable connection since I switched provider to Shell. Nearly 2 weeks now
I'm disabled and need a decent service to stay connected.
I wish I'd stayed with my previous provider now. At least when I had power cuts the router would reconnect automatically.
I'm frustrated and disgusted.
Reviewer
Wendy heath
Location
Worcester
Date
08/07/2023
Comments:
I write this review on behalf of mr b Hughes a neighbour who is 85 years of age whose telephone supplier was the post office this was transferred to shell until his line was cancelled by shell for no reason this resulted in mr Hughes having to change supplier since then mr Hughes has suffered harassment from this company over a router he never had he is of the age bracket where he would not know what to do with a router if he had one and would most certainly have returned it if that was the case i have contacted shell for him he has contacted shell again today (8/7/23) as he has again received a letter yesterday and another today he is really upset over all this unnecessary harassment I am concerned for him as he suffered a heart attack recently I ask you once again get your facts right and stop harrassing this person
Reviewer
Amy
Location
Stirling
Date
07/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Intermittent Service. Customer Service is hard to get a hold of - when you do, they are rude.
Reviewer
Kieran
Location
London
Date
04/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have ever experienced in my life. I would strongly advise you to steer clear of Shell Energy. We have been unable to use wifi for two months and I call about twice a week to follow up on my litany of complaints only to be told there is no issue. They refuse to let you talk to the complaints department and after a month of numerous phone calls they finally promised to send out an engineer. My two housemates and I waited at home for two days and no engineer arrived. We are being charged each month for a service they do not provide.
Reviewer
sylvia langan
Location
York
Date
03/07/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Demands for bills that have been paid and causing me at 76yrs old much stress. Issue now sorted and can only hope it is not repeated.
Reviewer
joan
Location
Durham
Date
02/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband continually tells you network slower than other companies and it’s true
But apart from that the Hub has singed/ marked my computer table as it must overheats .. Shells answer “ put in open space ??? Like where .. the back garden or suspend it from ceiling .. how ridiculous and unsafe this is and they now ignoring me !!!
Reviewer
Kimberley
Location
Lewes
Date
27/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish, rubbish coverage/ no internet received however they will try and charge you for month you've had no coverage, the internet is an apsolute joke, rip off
Reviewer
Keith
Location
Carmarthen
Date
26/06/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I reported a line fault and was informed by Shell that they had supplied the wrong router for the broadband package I was on and supplied a new one which didn't work !!
I reported that the NOT wall unit indicates a line fault only to be told to perform a series of tests on the router and wiring no avail.
Further phone calls with the telephone line disconnecting while being transferred to other technical departments!
Further calls to Shell and finally advised that a telephone service engineer would call same day at 3pm or following day between 10 - 12am.
No engineer arrived.
Further call complaining about this only to be told that no engineer's appointment had been made.
On the Saturday I was finally able to speak to someone in the UK who promised to get an engineer to attend on the following Monday.
To my surprise an Openreach engineer came on the morning and sorted the line fault out and confirmed that it was the line and not the router or wiring to the router at fault.
I cannot wait until I can change my broadband provider and hopefully not experience the problems with a very inefficient technical support Department like Shell.
Reviewer
C
Location
London
Date
23/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Deviously was with talk talk who have terrible customer service and also a few technical issues. Ever since I moved to shell energy the wifi keeps dropping out and line speeds are super slow, no where near the fibre I am paying for. Two openreach engineers have visited, the last one saying they cannot find a fault in the line and the issue must be the router, since shell rent the line from talk talk. Shell initially refused to send me a new router but after contacting them again they agreed. Now wait g for new router to see if it fixes the intermittent and very slow broadband.
Reviewer
Lin
Location
Devon
Date
23/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Been trying to close down Mum and Dads account as Mums in care and Dad lives with me now. The account is in Mums name so they needed proof that she was in care. I got the proof and sent it through email to shell, and not heard a thing back considering their generic email says “we will contact you within24/48 hours. That was 10 days ago. They are absolutely rubbish at replying and I’m worried that they will continue to send Dad bills although they’ve had plenty of warning as to his moving out date. Avoid shell energy at all costs
Reviewer
Cyril Dapo
Location
London
Date
21/06/2023
Ratings
Customer Service
2.00 stars
Reliability
2.00 stars
Comments:
Late payment of about one week which I actually paid in full but shell have already taken my name to the credit agency which now affect my credit rating status
Reviewer
Emma
Location
Dorset
Date
21/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible internet provider. Unreliable connection, cuts out multiple times a day. When speaking with customer services you are constantly told there appears to be no issue there end.
Absolutely useless.
Reviewer
Alan Driver
Location
Buckinghamshire
Date
21/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Cut off an 89 year olds phone line that was linked to his alarm - resulting in him being on a hard floor overnight for over 12 hours with no way if alerting anyone. The customer service is non existent and truly shocking! Even after speaking with various managers who endured it would be sorted and line in action asap, I call back and they deny all knowledge of any conversations-cowboy outfit through and through and absolutely no interest in helping no matter who you speak too! Please stay away from this company
Reviewer
Peter Walton
Location
LLandudno
Date
17/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill. Many phone calls where they had told me I hadn’t returned the router (I had) and several final bills which included charge for non return of router. I asked several times for correct bill and they eventually without warning referred me to collections agency. I called the agency immediately and they had the correct amount which I paid over the telephone immediately. Avoid this company Poor Broadband and extremely poor customer service.
Reviewer
M
Location
England
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A few months ago, I decided to get shell as it was one of the only suppliers at the time giving a fair price for providing gigabit speeds; however, I wish I hadn't. The internet connection is constantly dropping, can range from 2-3 times a day. A few months ago I complained and my issues were never resolved, no one had gotten back to me. They constantly lie and say that on their end everything looks fine, it's probably something to do with my devices. As I have thoroughly studied networking, I know for a fact the issue is coming from them. Additionally, their troubleshooting helplines know nothing about networking and when they claim they provide gigabit speeds, what they really mean is 300-600Mbps. I would advise against signing up to Shell broadband at all costs!
Reviewer
Hazel
Location
North west
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.
Reviewer
Miko
Location
Yorkshire
Date
08/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.
Reviewer
Richie
Location
Brighton
Date
08/06/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
So far great! OpenReach installed the fibre from the pole outside. Guy did a very neat job. I managed to connect my google nest directly to the fibre termination box. Speed is between 850 and 901. No complaints at all! Half the price of virgin.
Reviewer
Diane
Location
Nottingham
Date
08/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Possibly the worst service provider I have ever had to communicate with.
Upgraded with Shell broadband as I couldn't access the internet with the previous shell wifi. Was told that on the 31st of May I would receive a wifi box. It is now the 8th June and I have had no correspondence or wifi boxes, despite still being charged.
Spoke with 4 different customer service agents and had been told to wait in on numerous occasions and promised the box would arrive, still to no avail.
It is a nightmare trying to get compensation for the days I have had no service.
Avoid shell broadband at all cost; terrible internet and awful service. I don't think the people working at Shell even know what day of the week it is.
Reviewer
Chris
Location
Merseyside
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nightmare. I only found out that the post office internet had been sold to Shell after investigating why my Internet had started to run slow and keeps dropping out all of the time. It's been down for 5 hours again today and I am lucky that wasn't during work. Expecting to get no help again from customer services.
Reviewer
Joao Paulo
Location
Spalding
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
very disappointed as we work from home they couldn't sort my problem over the phone. Was clear a problem with router, asked to send a new router to sort the problem instead they said a booster would be a better option. 8 days until receive the booster that still not sorted my problem. My only option was sign up to a new broadband that actually works with better speed and took them 1 day to come here and install everything. Shame on shell and shame I still have 10 months left to pay for internet that is weak and no need anymore. don't go for shell
Reviewer
Christine
Location
MALVERN
Date
07/06/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
After a few weeks of phone calls my issue has been resolved, faulty cables so now fixed. I suppose these things happen. Very good customer service today.
Reviewer
albo2002
Location
Surrey
Date
05/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've had two different routers with Shell and they're the only two I've ever had in which the broadband cuts out all the time on my phone. It's fine on my laptop though. Customer service is VERY poor. They raised their prices during my contract and refused to let me leave the contract without penalty
Reviewer
A71
Location
Wiltshire
Date
03/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed to Shell 6m ago and have raised 2 complaints, another was raised on my behalf by customer services. May I was billed £59.80 instead of£21. I was informed the £38 over charge (which Shell didn't know why it was applied) would be refunded. It wasn't, it was applied to my account as a credit. June, I get call from Shell saying I'm wrong and the £ has gone back to my account AND it's £16 in credit as of today. Shell said I'd had a gesture of goodwill for £30 put on my account too (this was news to me)BUT, here's the clincher, only on paper, it wasn't actually applied.... So, £38 - £21(june charge) = £16 in credit on my acc. If they'd applied the GoG £30 my account would be £46 in credit. However I'm told by the guy on the phone I'm understanding what he's JUST said on the phone. Absolutely sick of it, terrible connection that keeps going off, on my 2nd router.... Going to be finding a new providr. I would advise anyone to avoid Shell.
Reviewer
ALI
Location
wakefield
Date
02/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely despicable penny pinching company with no morals or customer commitment. PLEASE AVOID AT ALL COSTS. They have the advertising money to bury these comments away from new custermers because if they knew they wouldnt look twice at this company. please dont be fooled by offers and discounts they are only there to reel you in . once you are in then they have you and will drain as much money as they can legally get from you. please please AVOID ,
Reviewer
Susan Stichbury
Location
Brentwood
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I ordered broadband on Tuesday. I got a email to say about the line that outreach need to sort the line. So I phoned on the Wednesday on phone for 40 minutes before anyone answered, I wasn't happy about that. So I phoned again on Thursday to find out more. They answered quick but they couldn't understand anything I was saying and said the line is bad I heard them perfectly well. Then they put me over to another department and they couldn't understand what I was saying at all. So we hung up he phoned me back and eventually the phone went dead. So I will phone again and cancel it. I was absolutely digusted with the service
Reviewer
Jill
Location
Tadley
Date
31/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’d give no stars if I could. My landline doesn’t work frequently for days at a time. Currently, I’ve been without a phone for 4 days and no sign of Openreach. I’m supposed to be a priority customer but I can’t even dial 999 in an emergency. They know I’m disabled, vulnerable and don’t use a mobile phone. This is NOT an isolated incident and has happened at least 3-4 times. Broadband is very slow, often dips out and is non existent when there is a fault on the line. Staff are incompetent. Nothing gets resolved. Compensation is not given. Attitude is mañana mañana. Avoid this company like the plague. Shell Energy is a disgrace.
Reviewer
SRH
Location
Leicester
Date
29/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor router, keeps dropping Wi-Fi connections.
Stay away not worth even if given free, sadly.
Reviewer
Peter
Location
Gaskell
Date
28/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
His can you justify a 2 day wait to get my dads phone line back working when he relies on a care line package due to his frail health conditions
Reviewer
Gray
Location
Durham
Date
25/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I changed to Shell Broadband tempted by the lower price after my supplier tried to put my price up significantly. I should have done more research.
The Shell broadband worked for the first day and was ok. Speed wasn’t great but there are always teething problems. After that it stopped working. I was told there was a fault in the line and BT Openreach would be in touch to sort it out. My lines and sockets are new. Fitted by openreach two years ago. It looks like I’ll be without broadband for at least a week. The customer service lady was pleasant and professional but essentially did nothing.
Give these guys a miss and go with someone reliable. I wish I had stayed with Now. Never had any problems with them.
Reviewer
S B
Location
Scotland
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter nonsense. I was tempted in by low prices, but dont be fooled, those prices will be jacked up within a month or two. In combination with a truly terrible intenet service, was promised 70mbps downloads in truth its about 4 or 5mbps, which is a tiny fraction of advertised, and a wifi signal that drops out hourly for random amounts of time, it really is an utter waste of money. was previouslt with sky at same address, never had these issues.
Reviewer
mr unhappy
Location
west midlands
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 38m currently receiving below 5m.I have regular problems with speed.
I have given up trying to contact shell.Do not waste waste your time and money. Would you consider the reason shell broadband are allowed to provide such a shoddy service.
Reviewer
Ethan
Location
Wales
Date
23/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dog ****! I have never had a network with such weak strength and a high frequency to stop working all together! Not only that but the contract has no way to back out of their piece of crap package,
The people who developed this should be ashamed of themselves, you are a group of scammer scum and I hope you all rot
Reviewer
Orla
Location
Belfast
Date
23/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I phoned Shell a month ago about connectivity issues and they suggested I reboot the router. When that didn’t work, they told me that if I requested an engineer to come out, if I couldn’t prove there had been a drop in my WiFi while they were there I would have to pay £73. This is absolutely disgraceful as I have never had a missed payment but would be on the hook to pay for their engineer. I don’t even understand how they could justify that with their record breaking profits.
I continue to be handed around from department to department with no one able to assist. It will cost me £200 to get out of my contract and this is an absolute disgrace. My internet continues to drop in and out which affects my ability to work.
Avoid this company
Reviewer
Rulza Sa
Location
Leeds
Date
22/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Currys PC World sold me Shell's broadband package on 29/04/23.
I had a confirmation email from Shell that my Internet service will go live on 17/05/23. They sent me the router on 13/05/23 but they didn't send the optical network terminal (ONT) neither booked an engineer to set up the router.
I've contacted their customer service on 15/05/23 (23mins) call to inform them that they still need to send the ONT and booked an engineer. The staff I've spoken to guarantee me that somebody will ring for this matter.... nobody rang.
On 17/05/23 I rang 5 times to their customer service, I've been transferred from different department each time I rang and ended up spending in total 2hrs 29mins on the phone repeatedly explaining that I had no service because they missed to send the ONT and engineer to set up the service. Later that day, they sent me an estimated bill of £51.00 to pay by direct debit.
On 18/05/23 I rang again several times without any information to when they expect to send the engineer or why they didn't send it in the first place. After being so tired of repeating myself, I decided to cancel their non existing service at 11:51 on the same date for the sake of my time and sanity.
On 22/05/23 I had a call from their loyalty department (I think) asking me if I was enjoying the service. On the same date I received an email from [email protected] with the below information:
"As you’re ending your contract within your minimum period, you’ll receive an early termination charge. We estimate this to be £321.92 and will be included in your final bill"
RUN AWAY FROM SHELL BROADBAND. THEIR CUSTOMER SERVICE IS A NIGHTMARE AND DISENGAGED.
Reviewer
Jake
Location
Bournemouth
Date
22/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
expensive, poor connection, poor customer service, expensive termination of contract, unreliable - very much not recommended
Reviewer
J,sutherland
Location
Glasgow
Date
20/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not have given a star, not very good company do not care about their loyal customers only the money they can get even though you contact them about being in hospital for 4 weeks they still want to charge you for services you do not get to use
Reviewer
OntheCoast
Location
Wales UK
Date
19/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell bought out the Post Office broadband in 2021 and my contract was automatically transferred to Shell. I’d been with the PO for over a decade and they were brilliant. Shell steal their market and within a few months the speed deteriorated. Over the last two months, it has has dropped to below 1Mbps. I work from home and this is simply not acceptable. I complained and they sent me a new router which made no difference. An IT expert told me that there must be a fault on the line was my speed was so bad. Shell denied this and said that I was not entitled to super fibre because I was on a ‘basic copper wire contract’ and wasn't entitled to anything over 1MBPS. This is absolute rubbish. My contract is for superfibre. The replies to complaints are the usual meaningless drivel about how they value your feedback blah blah. Laughable. They now want me to pay extra to get the speeds that I'm legally obliged to under the contract. I have told them to shove it and am switching. Disgusting. A greedy exploitative company. What do you expect? It’s all part of the Great Rip -Off by the corporatocracy.
Reviewer
do not buy shell
Location
manchester
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
utterly trash. frequent signal outages. over half the time, the signal will be gone entirely, flick back on for a few seconds, then be gone for a good 10-20 seconds. the speed isn't remotely close to what it was advertised and, using speedtest-cli, i lost over 80% of my packets. would not recommend, ever.
Reviewer
Wendy barnes
Location
Morpeth
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Been a customer 1week
Phone doesn’t work
Broadband doesn’t work
Communication awful
Engineer didn’t turn up
Wish I could give a minus rating
Reviewer
alex
Location
n77RR
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
appalling service - internet goes down every few days. No help online or telephone whatsoever. Please avoid
Reviewer
Alexander
Location
Edinburgh
Date
15/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I joined shell broadband there was a deal that you get 3 months WiFi free charge and after the 3 months I was too receive a £100 amazon gift card called shell broadband up and now there trying to say it takes upto 120 before anyone will get it I feel its a scam in a way just to get customer's too join up as i see it's a false advertising just so you join there broadband and there not interested in helping you I called them today asking where my £100 amazon gift card after nearly 5 months with them wasn't helpful wouldn't listen to me cut me off all the time wouldn't let me talk broadband has cut off that many times when watching a film on Netflix not the best broadband read the small print before signing up with them they can lie about your contract and put the phone down on me today because I said I was going to ofcom and the customer service told me too do what I want she didn't care about me i think they customer services agents she get sent for training on there manners when dealing with customers I was shocked by they way I was treated can't really understand the customers services
Reviewer
Luke
Location
westhoughton
Date
14/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do yourself a favour DON'T USE THEM FOR YOUR BROADBAND , Its slow when it works and you are forever offline its hit or miss when broadband is up and running, its always down nearly every week and their customer service is shocking STAY WELL CLEAR
Reviewer
Nirmalw
Location
northolt
Date
13/05/2023
Comments:
This Company is big Scam very poor customer service . They promise and later they said they dont know nothing . I trying to do this from currhs They are not installed in 2 month time and again they want more time to fix. They dont want to cancel contract and charging early termination fee without connecting internet .
Pls avoid this company .
Reviewer
Colin Edwards
Location
Ainsdale
Date
13/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had shell energy broadband installed in January 2023 it didn't work for the first month 2 engineers came out and finally found the problem ( router fault) so they swapped it with a new unit .so had no problems till yesterday when I found they had charged me £95 to repair there faulty equipment!!! You couldn't make it up after a 30 minute phone call getting passed from one advisor to the next ( 4 in all ) they agreed to refund the charges because it was there faulty equipment but this will take 30 days. Stay away from this terrible company you have been warned.
Reviewer
Natalie
Location
London
Date
12/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service is horrific. Made it difficult to cancel. Unresponsive to messages, except for when it might be of benefit to them to respond. Far better suppliers available out there.
Reviewer
JB
Location
Portrush
Date
11/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Couldn’t even provide service -failed. 3 promised dates yet have yet to see service provided. I sat in 10 days for engineer - no dates ever given . If I could give zero stars⭐️I would. They offer £100 to spend in Shell Service Station yet have not computed that there are none in Northern Ireland. They sold off their garages here. Go figure!!!
Reviewer
J
Location
Lancs
Date
08/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I was transferred to Shell from another provider under contract.
I was with them for over 9 months,I have just left.
Poor customer service,things spoken over the phone are not recorded properly.People you speak with don't always seem very knowledgeable,or particularly friendly.
Massive price hike during contract.
Poor connection speed especially at weekends,although I contracted for a super fast.
Upon leaving threaten with extra fee charge if equipment is not returned when it wasn't even supplied by them.There is no need for this when it is just bined anyway,just another way to make money out of people.
Reviewer
Elizabeth lowes
Location
Doncaster
Date
05/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I had to cancel due to the rising cost of living they have charged me £265 on top of my monthly payment l have refused to pay l am almost 70 years old in very poor health l don't eat most of the time as it's too expensive l need a power wheelchair due to serious walking and balance issues l can't even afford that...they didn't tell me about the social tariffs l am entitled to...don't ever take broadband out with shell or you will get treated the same the company is rubbish and very ignorant they don't answer your complaints it's disgusting harassing pensioners they have got a debt collector to harass me
Reviewer
Mo
Location
Belfast
Date
04/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's off more times than on. Hours at a time. I need broadband on for the smart services at my home as well as work. Looking into a new provider ASAP. Very disheartening. Really bad broadband.
Reviewer
Fred Darlow
Location
Bridgwater
Date
04/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely diabolical. Never have I ever had such hassle setting up a service. Shell are undoubtedly the worst Broadband provider the planet has to offer. The router arrived over a week late, The service which I was informed was live didnt even work when the router did arrive. Upon trying to close my contract before the first bill even came through, they're attempting to charge me the closing fee of £308 despite the fact that I havent even been able to use the service through no fault of my own. Truly despicable, absolutely useless. If you have the option between Shell and no broadband, youd be better off with no internet.
Reviewer
Deme
Location
Braintree
Date
03/05/2023
Comments:
Shocking company avoid like the plauge 5 weeks internet still not connected everyone else to blame apart from themselves.
Reviewer
Susan f
Location
Ne158pl
Date
29/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell says you have 28 days to change your mind, when you ring up to cancell ur broadband the say the will charge you £247 fees unless you give them 30 days to try and fix your problems, they are a load of bull, don't do it.
Reviewer
David
Location
Wesham
Date
29/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Sean
Location
Leeds
Date
28/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete disgrace. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat your now ex loyal energy customers. Of course I will now be switching energy companies. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some random reason. Passive aggressive behaviour. i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these people push you around.
Reviewer
tony c
Location
Wiltshire
Date
27/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
disgusting company, with them for 12 months, returned router but they decided I hadn't and passed my name now I have bad crdfit rating, I won't be buying anything Shell in the future!
Reviewer
Rita clark
Location
Tadley
Date
26/04/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I dealt with Buckie in customer service , she was excellent in putting my complaint forward, and had really good customer service skills, and sorted everything out for me, including a £80 refund, I would definitely say this is the best result I’ve ever had. And would recommend SHELL BROADBAND .
Reviewer
Paul
Location
London
Date
26/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t do it.
Broadband not working despite activation email. Still not working 6 days on from my activation date. Multiple instructions to turn the router off & wait 30 secs to see if this resolved the issue…
My first bill is likely to arrive before I actually get the service I have paid for. Don’t do it!
Reviewer
Ryan
Location
Doncaster
Date
26/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete Garbage. After offering you 6 months 'free' broadband, they then decide to charge you and threaten to ruin your credit rating if you dont pay up. Terrible way to treat now ex loyal energy customers. Of course I will now be ditching them as an energy customer. The bunch of scammers wont get anything from me for the 'free' broadband. They then called me yesterday and didnt even answer the phone for some lunatic reason. Passive aggressive bunch of idiots arent they. Probably because i contacted Ofgem and asked for a deadlock letter from Shell. Don't let these crooks push you around.
Reviewer
S
Location
B
Date
25/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter shambles. Signed up because they promised low cost and high quality. They deliver the opposite. "Guaranteed 67mbps" lol, actula is about 10. on their own speed checker. Repeated complaints confirm this. What do they do? Nothing. Prequent disconnections, slow and unreliable. Now lets talk about charges. Signed up at £24 a month. It wont stay at that, after three months up to £28, more price increaces coming. They say they have to put prices up, its a scam, their web signups are still advertising £24 a month. Dont buy into it.
Reviewer
Oliver Dickens
Location
Cambridgshire
Date
24/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give their customer service a negative rating a would.
As a previous post office customer, I decided to upgrade to a full fiber package in early January 2023- I was repeatedly given different installation dates. Finally on the 21 March I was given a confirmed date for the Openreach engineer to arrive. Suffice to say nobody arrived on the agreed date. Subsequently 2 more engineer visits resulted in a line being installed-but still no internet service. As of the 24th of April(more than 3 months) they managed to achieve nothing.
Dealing with their customer service is something akin to torture with endless recorded messages and options before you end up speaking to a person. They then end up transferring you from one person to another, a process which usually ends with you getting disconnected and then having to start the process again. I'm not exaggerating if I say I've talked with over 50 individuals over the course of at least 10 calls. I've also tried e-mail- which is no better.
In the end they started charging me for a service that was not working. I finally managed to cancel my contract- but I would rather walk over broken glass than have anything to do with them ever again.
In summary, do not under any circumstances sign up with this company- don't be taken in by good deals, its not worth it- choose any other provider.
Reviewer
Jeanette
Location
Lancaster
Date
22/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 10 months of intermittent broadband I can persevere no longer and am paying to switch to another provider early. I have been paying for ‘fast fibre’ but am having to access Teams meetings by phone when my internet connection drops mid meeting. Very poor!
Reviewer
Janet barnes
Location
Berwick
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If i could i would give them zero stars. Quite the worst company i have ever dealt with. Young inexperienced staff on receiving end of phone calls with no power to resolve problems. When the engineer didn’t show up - despite a text telling me he was on his way - the only response was that ‘I would have to” go through the process again to book another visit. After sitting in an empty property for 3.5 hours. And who knows whether they would turn up again as they couldn’t tell what happened.
Apparently this multinational company has no supervisors. And if they did the operators have phones that don’t allow calls to be transferred and they hung up on me after a 47 minute call.
For your sanity go with any other supplier.
Reviewer
Karen Douglas
Location
Devon
Date
19/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Really bad customer service. At the moment I am in dispute with them. I can prove I have paid them - they say I haven't. I refuse to pay twice!!!
Reviewer
Zoe
Location
Southport
Date
19/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
B G Allen
Location
Howden, Goole
Date
18/04/2023
Ratings
Reliability
1.00 stars
Comments:
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----
Reviewer
Crispy
Location
Manchester
Date
17/04/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Had an easy switch to Shell. Service even carried on with my old router. First bill accurate. Speed is as promised. Cost is a few quid cheaper than my old ISP and have been promised £100 Amazon voucher. Glad I ignored the bad reviews.
Reviewer
Ian Snape
Location
Stafford
Date
15/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BE CAREFUL WHEN SETTING UP SHELL BROADBAND!! Initially I was very pleased with my broadband deal from Shell and had my deal confirmed in an email specifically stating there would be no setup charge. All was set and looking positive but a few days after agreeing the deal, I received an email to say there would be a delay in setup for a few days as an engineer would be required. This was not a problem, I was content with this. A day or so later I receive another email stating that my current provider has informed Shell that I am no longer switching to them and staying with with my current deal and therefore my order with Shell had been cancelled. I contacted my current provider and they confirmed that no communication between the companies had taken place and no such instruction had been given to Shell. I contacted Shell and, as the email stated, my account had been shut down so I spent nearly two hours on the phone re-ordering the broadband package that I had originally tried to purchase. When the order was almost complete and I was being read the charges for the account, a new installation fee of £67 had been added to my bill. I questioned this, as this was not on the original bill. Shell insisted they had no record of the original package fees, so I offered to email the contract details they had sent to me that clearly stated there were no installation fees but they said that wouldn’t make any difference and that contract must have been arranged at a different sales office. They were adamant that the £67 instillation fee would still stand and after being left waiting on the phone for a further 15 mins (whilst they went away to try to find information on the original deal I was offered) I had time to think and felt very dubious about the cancelled account and began to wonder if this was a deliberate cancellation by Shell because they had realised that my instillation would require an engineer and wanted me to pay for it. These thoughts are especially supported by the confirmation by my current provider, that they had not had any communication with Shell. I would have more respect for Shell if they had been honest from the start with the £67 instillation fee should an engineer be needed rather than just a cancellatIon to my account and, in my view, trying to add the fees on via the ‘back door’. If I hadn’t been paying full attention, I could have agreed to this package, with the extra fees and not realised, I was now paying more for the same deal. Anyway, I put down the phone receiver and decided to give the company a swerve. Probably best given the other reviews I have read. If they can’t be honest and straightforward from the start, how can they be trusted?
Reviewer
Michael
Location
Canterbury
Date
15/04/2023
Ratings
Satisfaction
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Does what it's supposed to - no issues so far but haven't had to use customer service yet. Better than the Vodafone I had before
Reviewer
Gus
Location
High Peak
Date
14/04/2023
Ratings
Satisfaction
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
When it works, it's great. The problem is, the connection seems to drop several times a day. It always comes back up after about 30 seconds, but the unreliability is getting to be quite annoying. I didn't choose Shell Energy anyway, I was ported over to them by Post Office Broadband, who's service I never had a problem with. I am definitely going to switch.
Reviewer
Mandy smith
Location
South Normanton, Alfreton
Date
05/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband provider, I have ever had the displeasure of being with
I have never had any problems with other providers in my area always a good signal, but shell it’s rubbish can’t wait for my contract to end so I can get some decent broadband
Reviewer
RachelH
Location
East Sussex
Date
05/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My mother has her phone and Broadband Account with this lot and has recently had her service suspended due to non-payment of her a bill - a bill they have admitted they have never sent.
Apparently the bill has now been sent with a discount for their error but they will not re-instate her services unless they can speak to her, so I told them to ring her as she can't currently call anyone but apparently they can't do that, they suggested I call back when I next visit her so she can pass security (I'm assuming they realise that won't be from her phone line which they have suspended)- dammit I can pass security I know all the details and isn't it a good job I live in the same country if that's what needs to be done- idiots, they created a mess and don't have the capacity to resolve it.
Hopefully the contract will expire soon and she can move to another provider.
Reviewer
Damon
Location
Liverpool
Date
03/04/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Not a bad broadband service until you need help with loss of service. Endless call steering options with advisors endlessly tranferring you to different departments. Automated payment sysyem doesnt work.
Internet itself is great, just frustrating when you want an answer.
Reviewer
Violet Curry
Location
Sunderland
Date
01/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such a terrible service.No practical help given when I phoned for help when broadband went off completely. Except being asked to unscrew something from wall. When I refused was told that bcos I'd refused to carry out test it would probably cost me £65 for an engineer to call. I refused an engineer and raised a complaint. Broadband came back on after about 3 and a half hours. Lost valuable time to do some work. Complaint was " closed" after a few weeks without any correspondence fro. Shell addressing g complaint or explaining how it was resolved. Continued to have problems. Tv in bedroo. Couldn't pick up signal fro. Router about 25 feet away. Tv in sitting room constantly buffering or going off completely. Phoned to complain and said I wanted to leave. Told it would be £184 termination fee. I said the service was no good and they were at fault. Operator said I'd refused e ginger initially so basically I'd refused help. I said I only refused bcos previous Operator said said because I'd refused to carry out test in my home by unscrewing the box and would have to pay the £65. Upshot is I was receiving very little service so I changed provider phoned Shell explained why I was cancelling. Have now got really good service etc with new provider. Shell just emailed to say they're billing me £184. I've been advised to contact Ombudsman but I'll pay the money draw a line under the whole terrible experience BUT will be very vocal in telling g people to avoid Shell due to my horrendous interaction with the company and its reoresentatives
Reviewer
Claire
Location
Rayleigh
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Purchased an 18 month superfast broadband. After 6 months my partner moved in and contacted Sky about transferring his package to my address to be told I don't have fibre installed in my property despite it being in the area. Cancelled Shell and went to my partners sky as they agreed to send BT Open Reach to install the fibre cable from the telephone poll to my house. Shell then wanted £218 for the remainder of my contract. I contacted them and explained I wasn't happy with paying this as they had mis sold me fibre when it wasn't available to me. When the complaints department called me they said I had to pay the full amount as they provided superfast (how I don't know when I didn't have a connection). The call handler said "he would not take the word of an Open Reach engineer) maybe he wanted the Prime Minster to confirm that BT had attended and installed the cable. The complaint has now been resolved with me agreeing to pay the early termination charge on a basic broadband package. My advice is ask Shell to provide a "Letter of Deadlock" which you intend to use when you raise a complaint to the communications ombudsman. You are perfectly entitled to ask the ombudsman to consider your complaint if you feel you have been treated unfairly.
Reviewer
Martin
Location
Norwich
Date
30/03/2023
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Had this for over a year, always had intermittent disconnection issues and looking forward to the contract ending so I can find another provider.
I had to hassle them for months to get the freebies and vouchers offered under the sign-up deal, was hard work.
The thought of trying to correct or report the issue makes me want to cut my wrists so I've never bothered.
Vote with your feet is my motto.
Reviewer
Katie
Location
Cumbernauld
Date
30/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible connection and even worse customer service. Router will disconnect almost every 20-30mins and can take 17 mins to load a photograph, or 9 mins to load a Google page, even while sitting next to the router. If you want to cancel, you'll be transferred to different departments and made to explain why you're cancelling to every one of them, just for them to pass you to someone else and explain all over again. Even if you ask them to log a complaint, they just email you saying they've closed your complaint, without actually speaking to you at all regarding it.
If you want to pay for wifi but never actually intend on using it whatsoever, then this is perfect for you.
Reviewer
Ian wigmore
Location
Woodcote
Date
25/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish. Can't contact anyone to resolve problems. Wifi keeps disconnecting. Useless.
Reviewer
R
Location
Welwyn Garden City
Date
25/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute Garbage! Avoid Avoid Avoid.
Reviewer
D
Location
Portsmouth
Date
21/03/2023
Comments:
Highly unreliable and significantly slower than even the lower end of promised speeds, do yourself a favour and never use shell for internet. Customer service ignores requests for replacing router when equipment is faulty.
Reviewer
Michael Gregson
Location
Bridgwater
Date
17/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling company to deal with. Can’t
use smart tv and keeps dipping out. Various excuses blaming BT lines but never had those issues beforehand. Almost impossible to get hold of human being and send messages that they can’t trace my account.
Reviewer
Peter Clegg
Location
BURNLEY
Date
16/03/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Spend most mornings with the broadband dropping out and reconnecting now evenings are getting as bad.very poor overall made a big mistake moving from talktalk
Reviewer
N H
Location
Northwest
Date
16/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
POOR POOR,
Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.
1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can't get a mortgage at the moment.
2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
3. Compensate me with a £100 for the rubbish service.
Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.
Reviewer
Ryan
Location
Doncaster
Date
16/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband keeps cutting out, also they wait until the 14 day cooling off period ends until they switch your broadband on, so you cant even test the service first. Just corrupt
Reviewer
g cocker
Location
lytham
Date
16/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
this is the worst company i have ever come across,opened two accounts instead of one took ages to sort out over 5hrs of phone calls,loads of problems with service, problems at the moment said will get back in touch with me ,it never happend
Reviewer
Tom
Location
London
Date
16/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never experienced such terrible customer service - clearly got no process in place for working effectively with OpenReach, delay after delay, engineers turning up without a clue what they are doing. I'd avoid at all costs as I've wasted 2 months trying to get this sorted. When I told them I was cancelling and going to BT because they will likely be better at wrangling OpenReach the operator just said "yeah probably" - even their own people know it's not good enough.
Reviewer
Amanda
Location
Bedford
Date
15/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely atrocious service! They disconnect your calls, pass you from post to post, take complete lack of ownership ship and ‘threaten to charge you if they have to send out an engineer. I’m four hours dealing with my current issue and it’s still not resolve
Reviewer
Mel Statham
Location
Coventry
Date
14/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I posted a review over 12 months ago and frankly if anything,it's worse,despite a promise to contact me,nothing happened.Having had terrible service with Talk Talk,had I known Shell Energy were using them,I would neverhave touched them .Avoid this company.
Reviewer
Lisa
Location
Norwich
Date
14/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs!
Liars, broadband is shocking and the customer service is appalling. Will be leaving as soon as we can
Reviewer
Bee
Location
Enfield
Date
13/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
James
Location
Durham
Date
10/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service I've ever known in my life do not get. Being waiting 6 weeks for broadband keeps getting automatically cancelled for unknown reason... Keep away.
Reviewer
Peter
Location
Looe
Date
08/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell took over from Post Office broadband. Since then the internet service has got worse and worse. The speeds are terrible and the connection keeps going down. Last straw was when they suspended my account by mistake and admitted it had been their fault. Now raising prices at an inflation busting rate. Avoid
Reviewer
Annabel
Location
Larkhill
Date
07/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were with Post Office who then sold their service to Shell - without telling us by letter. We later found an email lurking in 'Junk'. PO service wasn't 100% but inexplicably Shell seems worse (same router!) I am using so much data on my phone despite being connected to WiFi because its just so poor. Twice in the past two months it has completely dropped out while I've been working from home, booting me off calls with patients. 100% do not recommend.
Reviewer
UGUR OZCAN
Location
Bristol
Date
06/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
They are dodgy so don't choose them.
First of all when you opening a shell energy account you can create a broadband account too so they offer both services in one phone call but when it comes to terminate your contracts when you have to terminate it due to relocation, then you can not expect a fast service and one by one you have to call their lines. So, they are really terrible and time wasting and average make you wait on phone call 10 minutes and also on the top of it it takes 5-10 minutes the actual talk. So to terminate my broadband I had to make 3 phone calls because they don't provide an email service at all to terminate broadband service and their router return self-service barcode creation link is down. So I had to spend 1 hour at least for too much hassling.. Their IVR system does not make sense either, you provide your name, your all details but an agent ask them again..
secondly, they send me an email and a link in it to create barcode for returning router and it gave HTTP 404 error when I clicked it, so it means their server is down, actually they are not providing that service. So I had to call again and waste another 20 minutes.
Thirdly they issue 1 month bill even if you do not use anything that month. I terminated my contract 3rd of March, 00:00:01 they deactivated my internet so for 1 seconds or 0 second usage they requested 1 months bill apart from 2 months early leaving fine.. They could easily offer me to terminate it 2nd of March so that I did not have to pay 1 month extra but they did not.
Reviewer
joe
Location
Runcorn
Date
03/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
total crap it's off more times than on..going to my solicitors on Monday to see if can cancel without penalty...if it was me..charging for a service like shell I would be in the dock for fraud
Reviewer
MG
Location
UK
Date
03/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had read this before I switched. DO NOT BUY, this product should not be sold, its not fit for purpose
Reviewer
Gordon Lindup
Location
Date
03/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STEER CLEAR. My biggest regret is not checking reviews before getting broadband with Shell. The most incompetent customer service I've had the misfortune to deal with. I had a postoffice phone only account that was out of contract. Shell bought PostOffice service. Nov2022 I changed out of contract to a phone+broadband contract. Shell failed to provide internet. I cancelled within cooling off period and asked to revert back to phone only contract so I can find a new provider without incurring exit fees. Mar2023 Shell are still charging me for phone+broadband, still not providing broadband and have me in a fixed contract and still have not put me back to original phone only account. I've spent 9 hours on the phone to their customer services and technical department spoken to multiple people, repeated my story multiple times and been cut off regularly. They organised an Engineer that did not turn up and said the Engineer was cancelled. And the nightmare continues to be disputed via email. One email response said its OK the charges are the same as what I was paying for phone only! Not the point I have no internet and cant change provider until Shell confirm I can leave eithout being charged.
If you want to stay sain I would recommend not to use Shell.
This has been so stressful I feel cheated I can believe they are getting away with this level of service.
Reviewer
Taylor
Location
Basingstoke
Date
03/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
If I could give zero for customer service and overall experience I would - router did not arrive in time for installation, took 10 days several phone calls and even given fictitious tracking numbers - put on hold several time only to be cut off. I will be leaving as soon as I can. Would I recommend - no
Reviewer
Jack
Location
York
Date
02/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid buying this broadband at all cost. Should be banned from comparison sites. I have had the broadband for 3 days, haven’t got it working yet. Rang up to cancel for free in my “14 day cooling off period” to be told this actually ended 2 days ago, the day the line was taken over by Shell. Currently trying to charge me £110 to cancel a service I’ve had for 3 days that hasn’t worked once. Only saving grace has been a couple of people on the phone who have been willing to try to find a way a round this.
Reviewer
M MARTIN
Location
Halstead
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
What a awful service signed a 18th month contract with them for broadband and phone calls when the bill comes in its higher than original agreed phoned them up and got absolutely nowhere whats the point of agreeing a contract then the company does not abide to it if I could give them zero stars I would
Reviewer
Tel
Location
England
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for their superfast package, dreadfully slow speed. Dreadful customer service, still trying to RESOLVE SLOW speed issues. THERE ARE BETTER ISP's OUT THERE. and the downside is they don't care. AVOID, AVOID, AVOID and if you didn't get the hint AVOID.
Reviewer
Violet Curry
Location
Sunderland
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cant really find words to explain the horrendous experience of being with Shell. Suffice to say after being with them 6 months and having terrible problems viewing due to intermittent connection two horrible experience with customer services..I've had enough cancelled and will be billed £184 cancellation fee. The one star is a lie really as I would give them a minus if I could. They've caused me massive stress.
Reviewer
Nikki
Location
Ruislip
Date
28/02/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Great customer service, proactive team,great offer and reasonable.not many use it but definitely worth a try for the price they offer.
Reviewer
Ryan
Location
Doncaster
Date
27/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They offer you 6 months free broadband as an existing energy customer, but it isnt free, they bill you for the first month at least out of your bank account, how on earth is that free? avoid these scammers
Reviewer
ClareH
Location
Lynton
Date
27/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely appalling service. They took over my Post Office account, without my knowledge, and stopped taking any money - then they land me with a HUGE bill. Sorted that in November and I set up a Direct Debit with them expecting them to take monthly...NOPE I contacted them after 3 months to ask why they had not taken it to find they now expected me to pay another HUGE bill, in my reckoning it should have been less than £60, 3 months at £18.99 but they tell me I owed over £370!!! So I ask for an explanation...nope they took it out of my account the same day...I am still waiting for an explanation and will be looking for an alternative provider....steer clear
Reviewer
Lawrence Cody
Location
Stockport
Date
26/02/2023
Ratings
Satisfaction
5.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I have been with Shell for just under 18 months, guaranteed price for 18 months, and 12 months in, they increased my bill by £2,. I told them they guaranteed no price rise until the end of my contract, and consequently have broken the terms, which makes it, in effect "void". They increased it, I cancelled the direct debit, and paid what I had signed up to. The debit mounted up, it affected my credit score as a "missed payment", but in fact it wasn`t. because I paid the £25.99 I signed up to. It took 3 months, and eventually someone understood my complaint, I were offered a "Goodwiil payment", I refused, and asked them to double it, to cover the cost of the increase, they kept me billing me for..They finally agreed, my contract expires in just over a month. I then recieve an e mail to say my cost is going up again, I told them again they are breaking the terms of what I signed up to, of no increase when the contract expires.I proved what they said from their e mails, they agreed to leave it at the price from October. I will now try and do a deal with them if they want me to stay, because they have in fact still increased my payment by £2 a month, that they guaranteed would not happen..
The overall impression was complaints are not always understand or handled correctly, and they tried it on with price increases, challenge them and keep them to their word. Regarding the broadband itself, it has been flawless, reliable, and only occasionally dropping out in the middle of the night, I would highly recommend them for standard of broadband service, but when it comes to customer complaints..not good..if you have proof, and they fail, challenge them until they keep their promises. And to rub salt in the wounds, they were offering new customers, the SAME deal I have for £7 a month less...so much for loyalty, but that seems to be most providers are today..draw in new customers, with a good deal, and try to break contracts, and increase the cost to loyal customers..I am still looking to move, but not seen any positive comments from other providers, so may stay with Shell, as its better to know the devil you know, than the devil you don`t.
Reviewer
Allyson
Location
Devon
Date
24/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As with the majority of reviews, this company is simply the worst I have ever come across. Two weeks after signing up, my internet failed. After hours of being on the line and being passed from one person to another. Anyhow, after the most inept service I cancelled my direct debit and went to BT. AVOID THIS COMPANY AT ALL COST.
Reviewer
neal
Location
Wolverhampton
Date
24/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
elderly parents moved into new home, decided to keep the existing service, all fine on the day of new activation then suddenly the landline number changed and the broadband stopped working, after a 2 hour customer service phone call where I spoke to no less than 6 people from various departments I was told an engineer would be sent, never arrived on that day, called again and another ticket raised, I have lost all confidence in them resolving this, hopefully I can cancel in the cooling off period, it really shouldn't be this hard.
Reviewer
David Butler
Location
Hertfordshire
Date
24/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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.
Reviewer
Annabel hall
Location
Westcliff - on - sea
Date
24/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service !, passed from person to person , sent out wrong wires so my wifi can not be set up. Its been 6 weeks without wifi and waiting for them to set it up. There technician didnt even turn up to fix the issue so i took a day of work and sat at home on my own all day without wifi. And iv spent £100 on extra data. THEY Refuse to cancel my contract unless i Pay a fee. Absolutely discusting service. They shouldnt bother, messing around with peoples livily hoods. DISCUSTINGGG
Reviewer
Andy Campbell
Location
Lutterworth, Leics
Date
24/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1 week after placing my order for broadband I receive a phone call to say they cannot guarantee my broadband will be switched over on the same day. They told me it was my fault for giving notice to my current provider, something Shell Energy told me to do!!! Not happy as my current supply is being cut off and I have no new provider!
Reviewer
Martin
Location
Kingston upon Thames
Date
22/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay clear! I moved over from Virgin Media and had absolute terrible broadband speed from the get go. It was an absolute nightmare to get in touch with support.
First I tried the phone, just to wait ages in a holding loop to then having the line suddenly interrupted when I was finally talking with someone.
Then I tried email and nobody answered for a week. And even then it was a very slow back and forth with them not taking it serious.
Finally reached someone on the phone, just to be told it must be the WiFi router and I should reset it and connect it to another outlet. And after I've done that, I had to wait again for hours to talk to someone.
I then tried to cancel as it was an absolute nightmare, and they just outright rejected it.
Months later after the communications ombudsman, finally someone came out and fixed it. Speed is now perfect, but too late, because I had to extend Virgin Media as the Shell line wasn't working.
I now have two connections. Never ever again!
Reviewer
Scott Holt
Location
Wolverhampton WV12
Date
22/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Refuse to honour the 30 day cancellation policy, despite a looming price hike. Followed through with the complaint and they insist on charging the full amount of my remaining contract if I cancel £170 for 9 months. I will never entertain signing up with Shell Energy again
Reviewer
Robert Machin
Location
Plymouth
Date
21/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars...!
Do yourselves a favour and DO NOT have anything to do with this bunch of greedy, careless, Liars... Stay well away..
Reviewer
Malcolm
Location
Alfreton
Date
20/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful service if I could give minus stars I would, 3 months of misery tried to cancel contract they want £250 ,How dare they,They are not supplying me a service ,I so wish I had read the reviews from other people,PLEASE DO NOT USE SHELL BROADBAND
Reviewer
Malcolm
Location
Alfreton
Date
20/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful service if I could give minus stars I would, 3 months of misery tried to cancel contract they want £250 ,How dare they,They are not supplying me a service ,I so wish I had read the reviews from other people,PLEASE DO NOT USE SHELL BROADBAND
Reviewer
Joanne
Location
Leeds
Date
15/02/2023
Comments:
Absolute joke of a company message you 5 days before installing to say they cancelled order after waiting 2week STAY CLEAR
Reviewer
Ron Bell OBE
Location
Blackpool
Date
14/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgraceful service that pass you round in circles with no solution.
The product doesn't work relaibly and the router drops the WiFi completely in the next room.
I'm thinking of buying out of the contract its that bad.
Avoid this company and product at all costs.
Reviewer
Donal McAuley
Location
County Antrim
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service.
Inept customer service that pass you round in circles.
A product that doesn't work relaibly and a router that drops the WiFi completely in the next room.
Avoid this company and product at all costs.
Reviewer
Bob
Location
Ramsgate Kent
Date
10/02/2023
Ratings
Satisfaction
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Since Shell took over from The Post Office I've had no problems at all. Good speed and reliable broadband
Reviewer
Candy
Location
Date
10/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Today I was on the phone to such an amazing lady who really wanted to help me and was so kind . I don’t think much of Shell as a broadband company but I do however think it’s extremely important to give credit to customer services in particular one named Katie from the retention department. What a star so pleasant so kind patient understanding and has helped me resolve my problems. She’s been the best person from this company and I’d like to thank the manager to for accepting my issues kindly too . Thankyou ever so much Katie I really cannot thank you enough .
Reviewer
Candy
Location
Date
09/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am absolutely dissatisfied with how poor Shell broadband is. I am having issues trying to get them to close my account because I refuse to be with them for a second longer. I signed up with them which was the biggest mistake I made and now they’re trying to see if I can get out my contract or what the fees will be. This is an absolute disgrace considering I’ve had a very poor broadband that went on and off constantly I was forever having to turn the router off non-stop issues had to get an engineer out to tell me there was nothing wrong with my line which was a lie that Shell broadband told me over the phone and then to make things worse when I asked them to close it this is now the third time they’ve still not closed my account. I moved on to another provider.I am refusing to pay for a service I didn’t receive and this company should be avoided at all cost . If they continue to expect me to pay for leaving early I shall take it further
Reviewer
Abmed
Location
Middlesbrough
Date
09/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Horrible experience!!!definitely would not recommend them and I wish I read the reviews before I join them
The broadband speed is not the best but the real nightmare is trying to contact the customer services
Awful and horrible experience
Reviewer
Mel
Location
Wick
Date
09/02/2023
Comments:
Absolutely appauling service
Many times loss of broadband.
Had a phone call just to say,we dont pay for loss,just to rub it in my face.
DREADFUL
Reviewer
Anonamou
Location
Wf9
Date
08/02/2023
Comments:
Really poor there is on two ppl in my home so not a lot of devices connected and we both constantly have to reconnect due to loss of connection plz choose REALLY wisely with these providers ?was with Vodafone n now its no contest shell is dire likewise really dire ? N we r locked in ? Now I no y were locked in ?
Reviewer
Jay
Location
Maidstone,Kent
Date
06/02/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
OK when everything is ticking along. Disastrous at sorting out problems--particularly bills!
Reviewer
Mrs G
Location
Suffolk
Date
05/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful I have been stuck with shell since July. It is by far the worst internet I have had ever! The download speeds are super slow and the Wi-Fi constantly cuts out - driving everyone on the house nuts. I’ve contacted them so many times and even bought a signal repeater nothing helps just stay away from shell broadband.
Reviewer
Colin edwards
Location
Ainsdale
Date
03/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We had Shell broadband fitted on the 13 January 2023 it hasn't worked since the day it went in. If we are lucky we might get 20 minutes a day before it drops out we gave had to telephone calls who could not fix it an engineer called out it worked for 4 hours then dropped out we called another engineer who was booked for the second time to call on the Wednesday but he never turned up phoned Shell who told me they forgot to book the engineer he booked again for Monday. The company will not let me cancel for 30 days or I have to pay £300 to cancel. So 21 days into thus contract we get approximately 20 minutes service. I am now taking legal action against thus absolutely dreadful company. Whatever you do don't take out out a contract out with this diabolical company you will be sorry
Reviewer
Tony
Location
North Wales
Date
03/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with the post office, then she'll toothpaste over, now extremely slow, rarely able to use laptop, can use mobile which is better than it was this was due having a replacement rooter, buti gave up hoping for better, also they changed my number when they gave me new rooter, now I find I'm ex directory, no one can now find my number as they no longer add the number to the directory, not a service they offer according to customer service I rang today, can't wait until my contract is up, they are appalling.
Reviewer
jean
Location
neath
Date
03/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the way you handle the relatives of deceased loved ones when sending a final bill, you make the bill look like people owe you money, you even put on a pay by date, lucky i noticed after paying your company, that you owed the money to myself and not the other way around, i had to phone to complain, how many people have fallen for your little tricks on making people think you owe the money, like myself, clearly out to swindle greaving, the vulnerable and the elderly , you must be making millions out of the most vulnerable people, shame on you
Reviewer
Graeme
Location
Moray
Date
02/02/2023
Comments:
Awful awful customer service and product. Worst company I’ve ever dealt with in my life. Totally incompetent. AVOID like the plague.
Reviewer
ZM
Location
Sheffield
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Matthew
Location
Cornwall
Date
30/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Please avoid. Broadband was pretty expensive but went with it because of the high speeds promised. Speeds were good when stable but regularly experienced drop outs and generally unreliable. Customer service really disinterested and bored which made me think they probably get a lock of flack for the poor service generally. Definitley wouldn't go back to them again.
Reviewer
Lorraine
Location
Shanklin
Date
26/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Agreed £17
Bill raised to £27.+
Impossible to call or discuss when finally get through speaking to different people. Their internet not working so can't help
We are both elderly and disabled and only need internet for forced online stuff we don't want to do!
Stress stress stress ! Theft of our money !
We are entitled to social tariff and it keeps being ignored
Reviewer
David
Location
Edinburgh
Date
25/01/2023
Comments:
Absolutely terrible - random drop-outs, horrible speed, and I live alone, so maximum 1-2 devices using Wifi at any time. Their response: "Wifi isn't guaranteed, we'll send you a network cable" - how does that help for smartphones and tablets? Can't wait to leave. Worst internet I've had in years. AVOID
Reviewer
Amin
Location
London
Date
24/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worse experience ever
Many website has been filtered to access
Low speed
Please if someone know how can I complain to other organization to cancel my contract with this unprofessional company let me know.
They ignore any complain.
Reviewer
Andy
Location
Notts
Date
21/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Connected to broadband on 16.1.2022. By 05.01.2023 I was having problems with it dropping out. BT Openreach came out and nothing wrong with the line coming into the house. Shell have tested my line everytime I phone them, they have split the router to 2.4 & 5Ghz. Still kept dropping out. Then advised that nothing else could be done.When I said I wanted to cancel they said they would charge the early cancellation fee (nearly £300) because I had used their service. Apparently 8 devices connected to it (3 lamps, laptop, Alexa and phone. Another phone and a Firestick were not on the property at the time of my conversation). Just read that typically 255 devices can be connected to a router via wifi.
Reviewer
No Copper thanks.
Location
Oldham
Date
20/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
When I agreed this contract it was for FIBER TO THE HOUSE .NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house.
No problem sir our new 'Fiber plus ' will give you that . 14 days to connect it.
After several calls and issues I opened the little grey wall box outside ---- NO fibre just old nasty copper !
Then yesterday I spoke with two Openreach engineers that had just completed fibre to the house two doors away. They told me that at the moment Shell could ONLY supply fiber to the cabinet NOT to the house. Right or not that fitted with what they did and told me. Go back to Petro Chemicals Shell. You can't do Broadband.
Reviewer
anymous
Location
Rochdale
Date
14/01/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
At first I thought this wifi would be really bad but when I got it, it worked just fine and with the speed of 72mbps which is pretty good it depends on where you live so it might not worth for your area
Reviewer
Brian
Location
Newburgh
Date
13/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just joined shell absolute shambles of a company.one month in phone issue now broadband drops out every ten minutes
Blames me for having to many devices but I can leave if I cough up 280 pounds
My advice don't use there broadband
Reviewer
Gerry Meadowcroft
Location
Camberley
Date
10/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Changed from SKY frpr broadband and telephone. from day 1 some callers to my landline got the message "This number does not exist" Shell were unable to fix the problem and after 4 months I went back to SKY. To add insult to injury Shell employed a debt collection company to chase me for £35 for the failure to return their router !!! unbeliveable
Reviewer
Trevor Davies
Location
Oxfordshire
Date
08/01/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Shell took over my post office account. Having read other reviews I realise that I have been fortunate not to have had any problems with internet or phone. However I am only getting 20mps and I am pretty sure my PO contract was offering 35-ish.
However, Shell seem to be totally incapable of organising a direct debit and kept cutting me off. In the end I had to resort to paying online each month. At around £42 a month for “Superfast Broadband” and any time calls, it’s not a cheap option (not even fibre) and I am thankful that my contract is about to finish.
They never answer the phone, but greet you with a recorded message advising you to hang up if you’re driving. Do they think I’m a complete moron?
They should stick to oil and wrecking the environment. I’m off to Gigaclear and paying at least 40% less for a much faster connection.
Reviewer
Mitchell
Location
Aberdeen
Date
06/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had this less than 2 weeks, WFH and Shelll unable to help for 24 hrs . So was advised anytime it goes down yiu have to wait 24 hrs to get it fixed.
Reviewer
Freddy15
Location
Cardiff
Date
05/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you want to relive the 90s spending a day on the phone with dropped calls, constant redirects, clueless staff, management with no respect for the customer. This is the company for you.
Reviewer
Steve
Location
Sussex
Date
03/01/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been using Shell Broadband since early November. The router arrived a few days before activation and set up was easy. I have had no problems since. Consequently I haven’t used their Customer Service so I gave them 5 stars.
Reviewer
Brigid
Location
Hazel Grove
Date
02/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since Shell took over from the Post Office my phone and broadband are nothing but trouble.
All my contacts have told me they are unable to get in touch.
1 - Weird noise on line,
2 - it may ring out and cut off,
3 - it crackles if working at all
4 - have tried several phones but the problem continues.
5 - my tech and phone works fine when tried at friends house
6 - customers service are trying to deal with Post Office customers and Shell customers
7 - They try to make you feel as if I'm the only one complaining
8 The service is not fit for purpose
9 - For any other purchase I am entitled to a replacement or refund. I feel Shell should refund all my payments since they took over from the Post Office.
10 - Shell service is so bad there have been radio programs of people complaining.
11 - Customer service people go through the same script each time I call and tell me there will be charge from OPENREACH if an engineer has to come out.
HOW CAN I KNOW IF THIS IS CORRECT?
From my experience SHELL SERVICE is not fit for purpose. It is an known fact because of the experiences of many other customers.
As a vulnerable person with mobility problems it is grossly unfair that SHELL should be allowed to treat people as it does and get away with such bad service.
Current corporates have run every utility service into the ground with no regard to good practice or duty of care.
Reviewer
Graham
Location
Great Yarmouth
Date
02/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.
Reviewer
Callum
Location
Carlisle
Date
01/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had no other choice but to log a formal complaint today with Shell Energy, due to my - still to this day - completely un-functioning broadband.
My go-live date with Shell Energy Broadband was due to be on 12th December 2022. Throughout that day and into 13th December, the status indicator on the router was red and the x2 wireless indicators were solid green, however the router was unable to provide any WiFi to any device connected to it. Following Shell Energy's troubleshooting advice in the leaflet that came with the router, I thoroughly followed all advice and even went as far as checking the wiring within my network connections within my home. Having verified that everything was okay from my end, I called Shell Energy on 16th December to explain the issue.
During this call on the 16th December, Shell Energy performed a line test and this showed that there was a line fault on the local network. Shell Energy then arranged for BT Openreach to rectify the issue remotely, but failing that, an engineer would visit on 21st December.
I waited, and 21st December passed, yet my broadband was still not functioning. I called Shell Energy again on 22nd December to explain the situation, and Shell Energy ran another line test. This time, the result of the test indicated that my router was incompatible. Shell Energy then apologised and told me that they sent me the wrong router model for my package, and they would despatch a new router to me; however, with Christmas coming up, delivery of the router would likely be the 27th or 28th December.
Okay, so once more, I waited patiently. With no router delivered to me by 31st December, I decided to give Shell Energy a call once more. When I asked where my router was and if they could provide a tracking number as proof of postage, Shell Energy advised that no router was despatched to me following my previous phone call with them, and that they would now arrange for a new router to be despatched. I received email confirmation shortly after this phone call that the new router is now on the way to me, but I am yet to receive any tracking information to prove this, so as far as I'm concerned nothing is concrete yet!
To summarise - I am angry, saddened, frustrated, and completely disappointed in Shell Energy for the service I have been provided thus far. As a new customer, I should receive an amazing service yet I have been failed on multiple instances now, and left with no broadband for three full weeks - now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill.
I just simply cannot recommend Shell Energy. Never in my life have I been failed so badly by a company, with multiple failures back-to-back in providing the service I am asking for. The stress and hassle this has caused in both the run-up to and over the Christmas period has honestly made me resent Shell Energy.
Hopefully my formal written complaint rather than yet another phone call will resolve this situation, but I won't hold my breath...
Reviewer
J petrie
Location
Belfast
Date
31/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider ... Shell asked me to return Router or I would be charged £35 ... I Then returned The Router ( at my own expense BTW ) Recorded Delivery , but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them ... Well They have no chance of ever Getting The £35 .. They Can Suck The Back of Them .. Avoid at All Costs .. Shell Broadband is Rubbish ..
Reviewer
S.b
Location
Scottish borders
Date
30/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here's what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn't even 5% of what was promised. Utter shambles. Do not use.
Reviewer
K
Location
Bewdley
Date
28/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give no stars but I’m being nice.it has been fine for a few months but al of a sudden it’s started being really poor. If it’s not disconnecting then the upload and download speeds is disappearing. I use it for Xbox and there is hardly any devices connected yet I still lag? I’m not wasting money on something that isn’t even worth it.
Reviewer
Kalandro
Location
Kingston
Date
26/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs... They advertise a super fast fibre and let you sign up to a 70 Mbps connection. In the sign up process they will show you an estimated range, which will we much lower than the 70 Mbps. In the end I only ever achieved 30 Mbps on good days, when the connection was working without any interruptions, which is rare. And is it any wonder that 30 Mbps is the absolute minimum the guarantee in their contract?
If you try to get in touch, be prepared to wait 30 min+ and telephone calls suddenly dropped. They answer to emails sometimes, but not always. Multiple of my emails asking for support remained unanswered.
And what a suprise, if you want to cancel as a result, they insist on the full amount to be paid. One of the worst Internet connections I ever had.
Service level is at the absolute minimum. Hope they go bankrupt!
Reviewer
Donna
Location
Lancashire
Date
21/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible.
4 days later open reach have attended and my line is fine, now ringing customer service at this point consists of being hung up on several times, being rudely advised I don't understand the royal mail strikes, being told that Shell won't even consider me sending a courier to collect a new router, let alone them send it via a different courier, so that new router I suggested 4 days ago is going to make its slow journey to me only now.
Complaint made, call handler was actually understanding unlike her other colleagues. I have had a credit made to my account which is great. However 11 days of no broadband later, new router is here and it's not working again, not even attempting to connect and yes I call Shell and I get through easily enough and tech guy understanding and pleasant but it's been 11 days without any service and Shell are just going to send yet another router in the hope that I have had just been extremely unlucky with my routers and a third one will do the trick. So day 11 of no service after only joining them less than 6 weeks ago. Man I wish I had stayed with Vodafone now, dam cost of living trying to tighten my belt and save a few quid, well it has certainly backfired!!!!
If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don't value the customer and their service is absolute garbage. AVOID AVOID AVOID
Reviewer
Chris
Location
Heywood
Date
21/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I've used Shell/post office for about 7 years now and had the same box, generally I have no complaints as it has ran ok but speed could be better.
A couple of months ago it went down and I called Shell a couple of time because it was unusable so eventually they said we will get an engineer out. Then the box started running fine again and they never turned up but my wife waited in for them.
And now box has gone down again, I called Shell and their customer service was very disappointing as the guy put me through technical and whilst I was on hold they all finished for the day.
So the next day I cancelled my contract and gone with someone else.
They did say a while ago I may need a new box so that was all I want but they seem reluctant to give me one.
I wouldn't bother using Shell
Reviewer
Colin Flowerday
Location
Holt Norfolk
Date
21/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell Energy Broadband as I was with the GPO and had excellent service with them! Shell are A rip off Energy company who want us to pay Five Grand per year for our energy they are a,Rip off so call Vodafone on 08080408408 and had hey they will save you a Fortune as Vodafone are a lot cheaper and shell are worser than Kcom!!
Reviewer
Erica Unsworth
Location
Bury
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had trouble from the beginning!!
Keeps looking signal.Even when I'm sat next to router.Sent me a twin pack extender.worst instructions going.I can't wait for my contract to end.
Reviewer
Daisy Lisemore
Location
Towcester
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyone
Reviewer
Rebecca
Location
Chippenham
Date
19/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Router failed within a few months. Left without broadband for weeks. Terrible company.
Reviewer
Andrew
Location
Inverness
Date
19/12/2022
Ratings
Satisfaction
1.00 stars
Comments:
If I could give zero I would. Customer service re my Mothers account dreadful. Tried to close her phone account for over a year. Like talking to a brick wall when you get through. DO NOT EVER USE THIS CO.
Reviewer
Caroline Deakin
Location
South West
Date
18/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Comments:
Unbelievably bad. Have spoken to 7 different Shell, so called 'customer advices, people. They have been polite but obviously make it up as they go along. They pretend they are referring to my notes but have no record of anything. Have waited ,in 2 whole days for engineers I was told would come, either AM or PM and would text me to confirm time. They didn't come or text. I am being charged for a service I am not receiving. I have wasted hours phoning or waiting for Open Reach. I am under contract and want terminate but apparently can't, or have to pay a severence fee. That is so wrong. Can Shell do this, arn't they regulated. Are they as bad as energy providers as they are at telecoms?
Reviewer
Anne
Location
Liverpool
Date
18/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been without broadband for 15 days now. Customer service is very poor.
Reviewer
Whobiggs
Location
Derbyshire
Date
17/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Absolute pants! Post Office was ok but Shell are next to useless. They cancelled our account because someone else made a mistake and we had to go for 5 days without. They apparently "sorted" it but still told us we cancelled. Now we get "fast broadband" at 8.8mbps... But hey £2 compensation eh? Woohoo!
Reviewer
Rachel
Location
Swindon
Date
17/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Avoid !!
Whilst I had no issues with the speed the Wi-Fi consistently dropped out, hence when my contract ended I cancelled and went with one of the better cheaper providers …. Or so I thought!
When the cost of living crisis kicked in I took a long look at my direct debits to see where I could make some cuts and lo and behold there it was … 8 months of direct debit going out ( I know my bad for not noticing). I contacted them again and told them about this 8 months of payment and arranged to send the router back, explaining that I was unable to print off a label so would need a sticky label sending….. of course that didn’t happen and I got the email label. In the mean time I found the original returns label so used that. I got my proof of posting as instructed.
Now I’m getting letters from their d by collectors demanding another months money. I haven’t had any contact from shell asking if it’s been sent so obviously once you’ve left they send in the bullies to illegally grab what they can from you… this is still ongoing and I have now sought legal advice . There are cheaper, more reliable, more honest and helpful providers out there but if you do sign up to Shell do so with caution, the reviews speak for themselves !
Reviewer
Juan Ferrai
Location
Sunderland
Date
16/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this company originally with the Post Office but went with Shell when they took over. Broadband speed was way to slow and unreliable. Customer service is a joke and finally moved supplier.
Asked to return ancient router or would be charged £35. Returned Router with letter and proof of postage. 2 month later and various phone calls to tell them the router had been returned they still wanted the £35 paid .
They then forwarded the disputed debt to MIL debt collection agency without notice. Avoid with a barge pole a horrible company
Reviewer
T
Location
Thomas
Date
16/12/2022
Ratings
Customer Service
1.00 stars
Comments:
Very poor consistent signal, dire customer service…when you eventually get to speak to someone
Raised same issue over and over for a year but never resolved despite assurances. Ended up being told it was my fault for choosing the broadband I had! Also the guy argued with me to the point I felt intimidated over the phone. One lady was very helpful hence the 1 star but as for the rest it was horrendous.
Broadband provision very poor, kept dropping out all the time and days where completely not working at all. Moved providers now as it was too stressful to try to work from home using the broadband I had.
Disgusted by Shell broadband and wouldn’t recommend it to anyone.
I would have liked to speak to the guy’s manager to complain but did not want to be on hold yet another 3/4 of an hour!
Reviewer
Iona
Location
North Wales
Date
13/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Update on previous review
Now been without broadband for 10 days.
Supposed to be fixed by 23rd December which is another 10 days away.
Not proactive at all in any way shape or form.
Do not go with Shell as your provider whatever you do.
Reviewer
Tim
Location
Preston
Date
13/12/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My sister in law is struggling to make ends meet and is trying to reduce outgoings. Although not eligible for best shell offer as she is already a customer, she rang them, explaining her problems and they came back with a really good deal. Well done Shell broadband. You have helped save her Xmas.
Reviewer
David
Location
Nr. Swansea
Date
12/12/2022
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
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
Reviewer
John
Location
Leicester
Date
12/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No problems when with the Post Office but now continual problems with Shell broadband speed and its continuity. I'm supposed to receive a speed between 35 Mbs and 45 Mbs. I get as low as 11 Mbs. I complain for which one has to wait around 30 mins for someone to answer the phone. I'm told that I must give 3 possible days when an engineer needs to visit but be prepared to be charged if I'm not at home but for which there is no reciprocal arrangement if the engineer doesn't turn up, which has happened to me. In fact the problem can be solved without an engineer's visit and this can be undertaken remotely. Then my speed is restored to around 36 Mbs (min for me should be 35) after which it is slowly decreased until I have to complain again. It seems like I'm being robbed of the service I pay for. As it can be quickly reset I believe that it is my ISP who is throttling my speed. Broken contract - new provider here I come.
Reviewer
Isaac
Location
Manchester
Date
11/12/2022
Comments:
I'm using homephone only. DON'T TOUCH! Features start and stop at random. Takes hours and hours to get through to rude and unapologetic staff. Promises to solve the problem are false. Staff have no idea what's going on.
No response to formal complaints.
Only good at raising prices!
Reviewer
Catharine Bohm
Location
Hordle
Date
10/12/2022
Comments:
The customer service is non existent. Nobody answers the phone or responds to emails. Our Internet wentcwrong and our landlines died. The only way to rectify the matter was to find a different provider. Use this lot at your own risk.
Reviewer
John
Location
Bexley
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst experience and service I've ever received.If you can do one thing in life, it would be avoid Shell Energy for broadband.
Reviewer
john
Location
West Malling
Date
06/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This has got to be the worst broadband provider, if you can call them a provider. 30% of the day i had no internet.Paid an outstanding 35 pence with debit card.I returned router with proof of postage, i was told router had been received,however they never seem to contact the truro tossers (debt collectors) that the router was returned. After 12 months the truro tossers phoned me demanding £30 for the router. Told them to get stuffed and take me to court. I blocked their phone number. Shell should stick to oil.
Reviewer
David
Location
Great Yarmouth
Date
06/12/2022
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Iona
Location
North Wales
Date
06/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Lost broadband services for four days last month due to faulty router.
Currently have had no broadband for four days (and counting) this month due to a line problem.
I'm terminally ill but don't meet their criteria of being vulnerable.
They offered the paltry sum of £3.68 as a refund for being without the service for four days.
I live in a large stone house and the router they provide is not good enough to allow internet access throughout the house. We have to use TP Link plugs to enable internet access throughout the house.
They also give us that "mid-contract" price rise.
Would never use them as service providers again.
Reviewer
Anthony Richardson
Location
Liverpool
Date
05/12/2022
Comments:
Worst broadband ever only been with you 4 months 4 breakdowns
Reviewer
Jo-ann
Location
Yeadon
Date
04/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a loyal Post Office customer for over 15 years. Then Shell Energy took over and what a shambles ensured. I would not recommend this company if it was the only one on the planet. Customer service is non-existent, when you finally get through to someone you get an absolute idiot who has no idea what they are talking about. I was told that I could download a label to send back equipment and you cannot, you need to send an email to request a label. Surely they could have told you that over the telephone, absolute crap customer service. Glad to leave, if you wish to have decent customer service then go somewhere else and do not bother with this rubbish. If you decide to go with this company then do so at your peril !!!!!!
Reviewer
Sylvi
Location
Todmorden
Date
03/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give zero stars if I could. The customer service is crap. I've had no broadband for 6 days. Told internal fault by 3 people over more than 3 hrs I was on phone. They booked engineer who didn't turn up. Phoned them and told external fault and would update me in 2 hrs..of course not heard from them then when asked was told they dont work weekends so God knows if they'll ever fix it. Opened complaint heard nothing. As soon as they fix it ...if ever I will change provider. These are the worst. Time wasting useless liars that are completely incompetent
Reviewer
Muna
Location
Uxbridge
Date
02/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever!! Please don’t go for Shell !I don’t have internet literally on mostly of !no customer service very bad can’t reach them the worst company ever!!
Reviewer
Mansoor
Location
London
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customers service and broadband
Reviewer
Paul Ditta
Location
Prees
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just awful. The speeds are fine, when it works. It takes forty five minutes to get anyone on tech support and the advice is to plug devices in with Ethernet cable!
And they are going to charge me to leave early. Despite the fact that they are not providing a decent service.
Avoid at all costs.
Reviewer
C Moss
Location
Cambs
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can only advise you avoid this organisation. Criminal is the only way to describe their tactics. They hope people will give up and accept ridiculous hidden extra charges. Charging extra at the end of your contact, charging if you fail to return a useless router. Charging if you do return the router, but claim they need "evidence". These people should be in prison.
Reviewer
Sarah
Location
Leicestershire
Date
30/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The internet cuts out all the time. It's not my device as it happens across phone and laptop. Even when it does work, the speed is slow and it only really reaches the small front room where the router is.
Reviewer
Greg
Location
Date
29/11/2022
Comments:
Got shell wifi 2 weeks ago and have just constantly had problem after problem, no box delivered, slow speeds, no answer when calling customer service. Just all round terrible.
Reviewer
mr unhappy
Location
west midlands
Date
29/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 38m and regularly receive far less. ATM 5.8 and 1.6.
Read the reviews and go else ware.
Reviewer
Peter H
Location
Windsor
Date
28/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
New customer that never managed to get the router to connect and the line to work. Spent in total 4 hours on the phone going through some technical checkups. Arranged twice for someone to come out to the property but nobody bothered turning up[...Basically a waste of time money and effort....The hours arranged for someone to be home is impractical. Left work to wait home for your people not turning up to fix the problem is unprofessional and just downright rude!!! Strongly recommend prospective customers to stay away from you lot like the plague!!
Reviewer
Philip
Location
London
Date
27/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Totally disorganised. Issued me a bill for £35, then a reminder and finally referred me to their debt collector over non return of a router. I had returned it, had the proof, and repeatedly told them I'd returned it. Never again.
Reviewer
Tony
Location
Middlesborough
Date
26/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a joke i have got behind with my bill have come to an arrangement so they are saying i havent paid anything since june, phoned call centre phone put down on me twice on the 3rd call unfourtnatley my vocal cords are all over the show so my voice is either high or low i have no control of it the call handler starts shouting at me not shout at him i explained of my problem but he did not listen, i asked to speak to a manager to be told they dont speak to people only on a call back i am still waiting from the last complaint.
Now i know how they get big profits because they make of peoples misery.
Reviewer
Keith Wright
Location
Weymouth
Date
26/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
When it works it’s been fine. Turns out they seem to have faulty routers. They’ve sent 2 out now and both don’t work on Wi-Fi reliably. Open Reach have been twice and confirm the line is perfect. I only changed to shell 8/11/22 been a nightmare since. Customer service hard to get to. Numerous router resets. Last engineer tried my old EE router and guess what. Yep perfect internet access. Shell routers were connected to our devices by Wi-Fi would work for a while after reset. Then drop out. The thing was I could stream TV all day long through Ethernet but Wi-Fi no go. Now running perfectly on EE router. Waiting for shell to compensate for on off service since 08/11 and a small fortune in mobile data as we all have very little on contract and bought loads as we use Wi-Fi at home most of the time. I’m stuck for 18 months. If I were you I would look elsewhere for a service provider
Reviewer
Jane S
Location
Surrey
Date
26/11/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling!! Was with post office, brilliant but they sold out to Shell. Wish I had left then. Just moved home and as stuck on contract decided to stay with Shell, huge mistake!!! Told them of move 2 weeks before, rang to check day before move to be told no record of original call. Had to wait 2 more weeks and start new contract so stuck with them now another 18 months!!! Got new router and of course it doesn't work!!!! No Internet, no service at all. Complete shambles of a company. Avoid at all costs. Complaints are totally ignored. Rude staff on phone and emails ignored. Government should pull plug on them as Broadband provider.
Reviewer
Cliff Begley
Location
Exeter
Date
25/11/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Comments:
I signed up,23/11 then cancelled when I found out the 14 day cooling off period ends before I was due to go live! 8/12.
I did sense customer service genuinely wanted to help, but I'm not staying without a valid (to my mind) cool period especially as Shell are not in the Ofcom compensation scheme
Reviewer
julian111
Location
London
Date
25/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Appalling customer service, they cancelled my broadband by mistake and I had to call them to fix it, no communication, no apologies, nothing. Long wait times on the phone, incompetent staff to say the least, will never use their services again.
Reviewer
Joyce
Location
Southeast London
Date
24/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting provider, really need to stick to fuel
Had my broadband with them for over eight months
Extremely poor service from broadband and also from Customer Service don’t get this broadband provider not helpful. Keep you waiting on the phone for 45mins . Only to be told if you want to end contract as service is so bad you need to pay but they’re not providing the service you signed up for disgusting provider, keepaway worth paying a little extra I’m going to more reputable provider
Reviewer
William
Location
Worcester
Date
24/11/2022
Comments:
Shell is the worst company going for broadband. For months they kept sending my dad letters saying we hadn't paid but we had. The WiFi went down everyday, and it was so week it sometimes took days to download anything. One day our WiFi stopped working, it turned out they cut us off for no reason. They sent us a letter three weeks later to tell us they cut us off but it didn't explain why. We are now with a better company with a more powerful WiFi. Two maths later Shell are still calling my dad even though he has told them we are no longer with them but the idiots can't seem to get the message. DO NOT GO WITH SHELL ENERGY THEY ARE AN ABSOLUTE NIGHTMARE!!!.
Reviewer
T. Gorski
Location
Glasgiw
Date
23/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left the company 3 months ago. I have sent the router back although the company sent me emails telling me they have waived the router fee. Although I felt I had to return it as I did with confirmation they are still hassling me over this. What a useless company. Completely wasting my time and thi4biwnboaoer. They have no cinnubitlcatiin within the company amongst themselves creating a bunch of problems for their customers months after leaving. Can't recommend something I wouldn't even touch with a stick and rubber glover. Avoid at all cost.
Reviewer
Steph King
Location
West Midlands
Date
23/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
was originally a Post Office customer who gave excellent service, however my contract was taken over and prices rose so I cancelled in August, they asked to return the router so I asked for a tracker label which I was told they would email to me. The label never got sent, rang again September asking for label, after speaking with 3 agents, 2 of which put the phone down! I spoke to an agent who said they would supply the label, again this never arrived. In the meantime I received a letter stating I would be charged £35 for the router. Back on to customer services I went and finally got through to a helpful agent named Amesh, and the label arrived. I posted this on 03/11/22 (this is how long it had took to get someone to actually listen). I went to withdraw money from my account on 18/11/22 to find that they had taken £35 charge from my account for not returning the router even though I had cancelled the Direct Debit as my services had ceased in August, so again onto customer services, the first operator cut me off, the second was given details of the proof of postage. I am still awaiting my refund. I would rather be without internet than go with this company, absolutely appauling customer service, no consideration for clients or their situations, it appears they are making a small fortune for charging people for non return of routers, dodgy as hell!!
Reviewer
Richard
Location
Nottingham
Date
21/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn't wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn't.
I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs's has been a very poor experience.
Reviewer
Lee
Location
Widnes
Date
21/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t bother with them, they lie!
Engineer failed to make the appointment despite several reminder texts from them making sure that someone would be in. Partner took valuable time off work for no one to be bothered to contact us or turn up. Their customer service don’t care, they take no responsibility & pass you on to a different department that leave you ok hold once they have took your details. I could have gone with any number of providers but chose them following a swearch on MoneySavingExpert. On paper looks a great value deal. The reality is stark contrast. They are useless & don’t have the decency to answer calls or resolve issues
Reviewer
Lexi
Location
Canterbury
Date
21/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Where do i start? We were taken over from postoffice. As if overnight our broadband was slower and dropped out more often then not for days at a time (many open reach visits and 3 new routers).
The price rise came and i saw we could exit without fees so i decided to get out of the conrtact while i could (it was a bit of a god send especially when i was getting such a bad service anyway)so i switched, found a much better deal with guaranteed speed in my remote area.
And when i informed them i had switched i got this haughty customer service agent tell me 'you cant do that, your in contract. If you leave it will cost you' i explained im leaving because your upping the price in a fixed term so wont need to pay and fees becuase it was shell breaking our contract agreement. Needless to say they then preceded to try and charge me and my new provider exit fees. Luckily my new provided managed to nip that in the butt quickly.
Then we come to now, i switched got my final bill and i owed £0.00 and my new contract started on the first day of my billing month. I had to phone up on 5 seperate occasions to get a return lable sent to me to return the router. Eventually i got the label and returned it. But because they messed about so long i got a second final bill with £35 charges for non return of a router. I checked the tracking via royal mail and found it had been delivered 3 days after i posted it. So i phoned shell and told them id returned it and gave them the tracking, date they received it and the time. The agent said they had wavered the fee.
6 weeks later ive had two more threatening emainls demanding payment for the router. I spoke to an agent today and was told that there is no charge,the fee was wavered and i shouldnt be receiving any emails. Then tried to tell me i must be reading the bill wrong. Well when it states in big red letters £35.00 debit needing to be paid by December i dont think im reading it wrong.
I was told i cant speak to a manager or supervisor and i need to just 'ignor the emails, because they will stop Eventually'
So my advice? Just dont touch this company, the broadband is slow and choppy. And the customer service agents took nearly 6 sweeks to email a lable to me. They just havent got a clue.
Reviewer
Bayley
Location
Hyde
Date
21/11/2022
Comments:
Never answer , over charge every month , now ive cancelled paid 300 in cancellation fees and sent the router off now they are still asking for money and got the cheek to put it on my credit file
Reviewer
Colin
Location
BECK ROW
Date
21/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible,sadly I took advice from comparison website. Drops out most of day. So slow it's like dial up from the 90s.
Hours spent on phone going round in circles tech support useless. Avoid this service if at all possible.
Reviewer
Tim
Location
Gloucester
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give them zero for all of these ratings I would. Impossible (literally) to cancel even out of contract with NO service.Under 1 Mbps if it even connected.
Reviewer
Ann
Location
Somerset
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This supplier is an absolute waste of time and money.
Appalling service in every respect, forget any help from customer service. I would highly recommend to stay away. I will never return to Shell.
Reviewer
John
Location
Nottingham
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Was a post office customer thrown to this incompetent company I have never had a worse experience with a company start to finish no one knows what there doing, cannot answer a simple question when asked maybe other are lucky I had sleepless nights, rang four times one day four different answers to same question
Reviewer
mark bennett
Location
ipswich
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was okay with post office. utter dog poo now. no helpline on sundays. will leave. and its a post office router so they can fk off trying expecting me to return it to them as it is not theirs. just read the other reviews and avoid. i did not ask for this change either.
Reviewer
M White
Location
Bexleyheath
Date
19/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TOTALLY INEPT! My mother has had no phne line sine they cut her off for essential works on 10th November. She has a pay as you go phone and has used all her credit trying to call them. I was on hold in total for over an hour being passed from one imbosil to another hung up in the end due to my phone bill. Get you act together Shell and fix my mothers line NOW! 86 years old nad no contact service available shame on you bunch of inept idiots!
Reviewer
Richard
Location
Caxton
Date
19/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, slow speed, constant breakdown in email account !
Reviewer
Alan
Location
Doncaster
Date
18/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
New contract for my 90 year old mother who has dementia and severe memory issues. Broadband was installed for the sole purpose of setting up internal monitoring in her flat so family members could ensure she was safe and well. Decided on a Shell package with home phone and broadband as listed on the MSE website back in August 22. This has honestly been my worst decision ever and would strongly advise anyone NOT to go with Shell, especially as their "customer service" is absolutely diabolical. Ironically my problem lies with the phone line as the broadband has(so far) been working satisfactorily. From the point of activation the phone line ceased to operate. Outgoing calls cut out after entering 3 digits, incoming calls didn't ring on the handset. There then followed 3 months of infuriating and lengthy holds to Shell customer services plus a multitude of complaint emails with various agents suggesting frankly ridiculous solutions. All that was needed was to get an engineer out to the exchange/green cabinet and check the wiring. Two booked engineer visits went by with no one turning up. When I complained after the last no-show the agent decided to book a further appointment and classify my mother as a "vulnerable" customer. This engineer actually turned up, called me from the now working land line and advised that the wiring in the cabinet was not connected to my mother's landline. This 5 minute fix took three months to happen. Case closed but no apology or credit for lack of landline. However, have now received bill for two engineer call outs at £60 each, one of which was a no-show. Don't think we'll be paying these as problem was outside the home. Shell, stay well clear.
Reviewer
Karen
Location
Leeds
Date
18/11/2022
Comments:
Just came off the phone to shell rep. This being 4th call re returning a router. Frustration is at 100%. Still not being listened to properly. Has affected my credit rating due to inept staff. I need to ring them again but for my sanity not today. If I ever manage to make a complaint as so far every dealings with them has not resolved anything so I can't see being able to make a complaint going to be fruitful either. I shall contact them again. If my complaint is not dealt with accurately and in a timely manner will be going to the ombudsman.
AVOID at all costs not just monetary but for your sanity!!!!
Reviewer
M white
Location
Bexleyheath
Date
18/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
INEPT is all I can say about this shoddy company- turned my 86 year old mothers phone off since 10/11/22 still today no service - she has pay as you go mobile has used all her credit trying to call them. I have been on hold for over an hour being passed from one imbosile to anothe TOTAL DISGUSTING CON MERCHANTS _ ROBBING ELDERLY PEOPLE- SHOULD NOT BE N BUSINESS - SHAME ON ALL OF YOU USLESS IDIOTS!!!!!
Reviewer
Ruth
Location
Newcastle
Date
17/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to sign up online but had an error saying my phone number wasn’t recognised with my address so called to sign up. Thank goodness i did as their customer service is just appalling. Rude and bored sounding person on the other end who tried to tell me I didn’t need a landline then when I said I did told me about a much more expensive product and said that was all I could have. I asked her to clarify and she told me I couldn’t have any package and hung up!! Honestly dreadful. Avoid avoid avoid.
Reviewer
peter brook
Location
romford
Date
17/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
this has got to be the worst company i have ever had the misfortune to get involved with i suggest if anybody from shell ring you hang up i have spent months of phone call sorting out a bill that I don't have DONOT TALK TO THEM AT ALL
Reviewer
melissa
Location
manchester
Date
16/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is shocking! i was a post office customer and was moved to shell energy. I have had problems from the get go with the broadband and payments, i've wrongly had a block put on my wifi every month, customer service could not give me a reason to why regardless to the bill being paid. They also charge you £65.00 to spend someone to look at the wires outside, I would avoid this company at all cost they don’t even provide you with broadband.
Reviewer
Stephen
Location
Manchester
Date
15/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought I would change full fibre provider to shell energy broadband as they were cheaper.
What a complete nightmare!
I created an account, sorted out the direct debit details and received all the normal type of confirmations online which one would expect.
I waited for the go live date and activation code which never arrived, the live chat on the shell website always seemed to be unavailable, no emails were responded to so I contacted them by phone.
The first customer representative on the phone didn’t seem helpful and told me to wait another 24hrs before contacting them again, which I did.
The second time I contacted them, the representative was very helpful but unfortunately this is when I was told that my broadband with them wasn’t going to happen because my current provider BT had seized the line! whatever that means.
I contacted BT about this Seizure and they said shell energy had left the change over to late to happen and that in 24hrs my broadband will be cancelled by BT
So I will have no broadband for several days until a provider can provide the router and new contract.
So much for an easy seamless change of providers.
Feel free to draw your own conclusions from my nightmare experience.
Reviewer
Liz
Location
Stansted
Date
15/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor service and even worse customer service. Keep insisting to send the router back even though we returned it. Regrettably we didn’t have proof of postage so paid the 35 pounds they were asking, only to still be harassed by emails for further payment! We are currently still being harassed by them, and will be possibly seeking legal advice regarding their continued emails asking for payment. Customer service is unable to answer the questions or resolve any problems, and in general are quite rude. I have since changed to another budget broadband provider, which is albeit 5 pounds a month more expensive, but worth every penny to not have to deal with a company that employs bullying tactics.
Reviewer
james guthrie
Location
dunfermline
Date
15/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
appalling service if your looking for broadband DO NOT GO WITH SHELL,look elsewhere,shocking customer service,broadband signal is terrible constantly disconnects,speed is nowhere near what it is supposed to be,constantly disconnects worst broadband service i have ever had
Reviewer
Chris
Location
Hertfordshire
Date
15/11/2022
Comments:
Please, everybody, take the time to report this company to the communications ombudsman(I am) They are an utter shambles. I've tried contacting them for over 3 weeks now without success. I'm not bothering with them anymore. Leave and go somewhere else. Any other provider has to be better than this shower.
Reviewer
Karen
Location
Ashford. Kent
Date
14/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolical in every respect.They tried to tell they hadn't received my router 2 months after it was returned with a proof of post office receipt. I was in credit when I left Shell for a better service but I again had to ring Shell as they were going to deduct the £35.00 from my credit cheque then whilst on the phone an adviser wavered the £35.00 as they had received the router.
This morning they did the same to my Mum leaving her so distraught saying they hadn't received her router from when she returned it at the back end of August. She rang about a credit cheque and they said it would be upto 10 days after her initial call on 19th October which today 14th November she still hasn't received it.I rang on my Mum's behalf and again they waivered the £35.00 for the router and her credit cheque will be with her within 10 to 12 days. They wanted my Mum to send the proof of posting receipt for the router because her word wasn't good enough She's 81 years old why would she tell them she'd returned the router if she hadn't.
Rude advisers without any compassion.
Honestly they should never of taken over the Post Office homophone and broadband. Shell are not fit for purpose. Avoid at all costs.
So pleased my Mum and I now get our homophones and Broadband from a much better company.
Shell Go Do One.
Reviewer
Cat
Location
Kettering
Date
14/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wished I'd never changed, slow , keeps dropping out customer service is non existent.their service not only effects my streaming etc but also security cameras etc
Reviewer
Chris
Location
STEVENAGE
Date
14/11/2022
Comments:
The worst. Cut off again today by Eammon who couldn't be bothered to deal with my call. Third Complaint gone in because they can't be bothered to deal with the other two. More time wasted on the phone. Please avoid at all costs. PO were great:sold out to Shell who have been atrocious. It's not rocket science read the other reviews on here. Similar stories all over.
Reviewer
Glowingbloke
Location
Bury st edmunds, suffolk
Date
14/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My internet connection was absolutely appalling, it kept disconnecting from the internet to the point that after *many* phonecalls to Shell they sent out an engineer.
The best he could do was to make a second frequency available to connect to and that kept dropping off too!
Do *not* go with shell if you want a good internet connection!
Reviewer
Michael
Location
Southampton
Date
13/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, always on hold, lack of support.
Reviewer
Omar
Location
Manchester
Date
13/11/2022
Comments:
To rate a 0 on this broadband is not good enough. This surely has to be a joke. Shell should only stick to their petroleum empire. I took this broadband out a week ago and since I took it out upon till now am having constant internet issues. Their customer service is awful. They keep telling u lies - unplug this unplug that. Be warned STAY AWAY from these cowboys.
Reviewer
D Gough
Location
Hereford
Date
12/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service drops out all the time. No customer service,almost impossible to make contact...then no help.it was fine with Post Office.
Reviewer
V Galyer
Location
GRIMSBY
Date
12/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
My broadband account with the P.O was changed over Shell energy,the contract expired end of July 2022. Icould not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router.I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman.
Reviewer
Julie L
Location
Newcastle upon Tyne
Date
10/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband was transferred from the Post Office to Shell and I can only describe this company as not fit for purpose.
Due to the area where I live I can only have the standard package, which was fine when I was with the PO, but not now.
The download speed over the last month has averaged at just under 6mbps and the upload 3.5mbps
I cannot watch catch up on the tv without constant buffering, during work meetings I have to turn off my camera, or drop out altogether.
I have spent hours trying to get to speak to them on the phone, but no luck, the online chat is not working more often than not.
The whole experience is very frustrating. I wouldn’t recommend Shell as a broadband provider to anyone.
Reviewer
Karol
Location
Torquay, Devon
Date
10/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Useless. I am still being sent arrears statements when 3 months credit agreed for customer retention sb
Scheme. Take at least 45 mins to talk to anyone on phone.
Reviewer
Imogen
Location
London
Date
09/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do NOT go with Shell. I have a small 2 bed flat and the wifi reaches 1 room, and disconnects with every device (and TV) that should be connected on a daily basis. I am now spending every day reconnecting things, resetting the router etc and I can no longer work from home. They also have terrible customer service and wouldn’t allow us to cancel despite the internet literally not working?
Our previous provider was Vodafone and we had no issues whatsoever.
Reviewer
Keiran nolan
Location
Wirral
Date
09/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet. Takes at least half an hour to talk to anyone. Had BT come out twice and charged both times for their issue even after I was told I wouldn't be charged for the second call out. Charging me £35 for the rooter and ignored my cancellation requestion from October. The whole service is shocking and no thought about their customers. Their online chat service has been offline for months.
Reviewer
Taungi
Location
Eastbourne
Date
09/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The work service I have ever had in my life. I was sent a broadband that didn’t work. I phoned Shell and informed them . I then sent the broadband back and for the last 7 months they’ve been harassing me saying I owe them £350 for a service I never used and a service I sent back. It is now starting to affect my mental. I can’t handle the threats anymore, I have called them to try and resolve the matter but nothing seems to be getting down about it. I would not recommend this company at all. My life has been a living hell
Reviewer
Steven
Location
County durham
Date
09/11/2022
Comments:
Would leave zero stars if possible, changed my mam to another provider, she gets letters every other day about router I’ve rang and emailed for return label never came so charged her for an old post office router, then they still send letters saying she owes another final bill, what an absolute joke, keep away from this company
Reviewer
John A
Location
Hampshire
Date
08/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
45 mins on hold, to be told by an agent to turn off my modem for 30 mins. Really, so you can cut the call off? It didn’t work and in the evening, after returning from work another 45 mins call which didn’t get answered. Btw the agents work 1 day a week in the office. That sums it up, checked out! Still living in 2020. The broadband was pretty reliable, until it wasn’t. I know Shell doesn’t have a great reputation but why would they sully even that.
Reviewer
Derek Burrows
Location
Spalding
Date
08/11/2022
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
This is what happens when you leave Shell.
Broadband contract expired 7 Aug. Confirmed by Shell email 8 Aug.
Further £22.99 taken 31 Aug. When queried told would get refund within 10 days. Did not happen.
16 Sept received final bill with credit balance of £21.94, payable 4 Oct. Told would get refund within 10 days. Did not happen.
13 Oct told refund had not been made because I had not asked for it but I would receive it within 10 days. Did not happen.
25 Oct told refund had not been made because the account had not been closed but I would receive it within 10 working days. Did not happen.
2 Nov told that a manager had approved the payment 2 days earlier and it was cleared for paying.
8 Nov still not received.
I feel that the identical 10 days promises by different employees suggest a company policy not to pay overcharges. Different employees all used different reasons for non-payment. Other comments on Internet review sites indicate similar actions are standard. Twice I asked to speak to a manager but was told that this was not permitted.
Reviewer
Michael
Location
Southampton
Date
08/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Slow internet. Impossible to contact support, very difficult to cancel (even out of contract). Avoid.
Reviewer
Ken
Location
Stourbridge
Date
07/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How on earth this outfit calls itself a utility company is beyond me. Honestly I could write a book! Incompetent doesn't come close. I would advise everyone to keep well clear of these idiots
Reviewer
tony trude
Location
chichester
Date
05/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
i was taken over from post office who were very good-shell customer service does not exist,it takes aweek for them to reply to a email,there bill management is incompetent and VERY aggresive-ime changing providers asap
Reviewer
Sue
Location
Carlisle
Date
04/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed to new contract supposed to be 19/10/22 did not have any Internet for 2weeks kept ringing 1hiur wait till anyone answered. Said line could be faulty. Openreach would come and check heard nothing after taking time of. Needed Internet since husband connected to hospital. Kept phoning then they said it was router. Sent router out still didn't work. Phoned again said they had sent wrong router and would put in a complaint and some would phone 31/10/2022 guess what no one rang. So waited again router said they would send it by dpd since urgent came by post. Rang again said someone was phoning 2/11/2022 still no one did. So rang again 3/11/2022. Asked to speak to a manager got told they can't put you through policy. So he spoke to him said he couldn't ring for 48 hours since he was busy. Asked if he worked Saturday said no so how can he ring. Chap I got was working from home could hear cat in background I asked him if he was and he said yes. Still waiting. Do not go with this company. I was transfered from post office
Reviewer
Joe
Location
Lincoln
Date
04/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A bunch of inept, incompetent crooks. Six weeks so far of internet dropping out over 50 times per day. This is despite two engineers coming out and 11 phone calls. Heaven knows how much time has been wasted here. Finally managed to cancel but but compensation despite clearly not delivering on their side of the contract. Save your time and energy and go with any internet provider other than Shell Energy. You have been warned …
Reviewer
Aar
Location
Fylde
Date
03/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got sold over by post office broadband.
Service went down hill, no connection for days, email telling my new price, then billed roughly £10 more.
Website is useless, trying to contact them is unnecessarily difficult.
Avoid them.
Reviewer
SJD
Location
Wiltshire
Date
03/11/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
The actual WiFi itself is no issue. The issue is their completely incompetent staff. No problems cancelling the contract (shocker) - that was October.2 different staff members had confirmed that there was £47-something credited to my account and a refund of said credit would be paid on the 2nd of November. It has not. Talking to their customer services was like talking to a wet leaf. I went round and round in circles only to be told that there wasn't an account in my name,so there was nothing credited to said account and whoever had said there was, shouldn't have because my credit was 0 despite one worker saying I could use the credit on my account to pay for a different broadband deal if I wanted to (I havent). Not only have they taken whatever was on my account, they've also tried charging me £35 for a router I've already sent back??
Truly awful "customer service"....if you can call talking to a brick wall customer service
Reviewer
Danielle
Location
Backwell, Bristol
Date
03/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is appalling. I had to cancel a home move for my elderly vulnerable mother who relies on an emergency care line. I called & explained she was no longer moving, told them to undo the request to cancel the landline & broadband. I had confirmation on the phone this had been actioned. I followed this up with an email 2 months before cancellation was due to take effect. This was not actioned & service was cut off leaving my elderly mother with no emergency line or broadband. I rang customer service eventually answered then promptly cut off. Didn't ring back after 2 attempts requesting callback. 4th attempt I waited 1 hour & was passed through 3 depth, only to be told she would have to ring sales to get set back up & it would take 2 weeks. Absolutely disgraceful. Their error but take no responsibility for it. I would not recommend this company for broadband. I have spent hours over the term of my mother's contract sorting out issues, this isn't the 1st time they didn't action a request on their helpline.
Reviewer
steven hodgson
Location
minehead
Date
01/11/2022
Ratings
Reliability
1.00 stars
Comments:
shocking in every sense of the word robbers and scammers to say the least, i wish i`d have read reviews before purchase because i would have ran a mile, locked into dreadful contract service and customer services are beyond a joke,
Reviewer
Gordon
Location
Paisley
Date
01/11/2022
Ratings
Customer Service
3.00 stars
Comments:
By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.
Reviewer
Gillian Malouf
Location
Stockport
Date
01/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shell is a terrible company admin wise...they don't provide customers with confirmation of over the phone 'bartering' when customers consider leaving. My first year monthly charges were £23.99 but I managed to negotiate £21.99 for the next year. That was simple enough to me...but not Shell - who continued to take £23.99 off me until I pointed it out...then the £21.99 suddenly became £22...every penny counts Shell....if you had integrity it would be better, but you obviously don't. I finished my account on the 12th September and am still waiting for a refund cheque as I had to give proof of postage for the router...appalling treatment of customers.
Reviewer
Keith Graham
Location
Cardiff
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Transferred from "mypostoffice.co.uk" in takeover. I've been overcharged and ignored when complained via email, but eventually reimbursed. Until my October bill:- notified of charge but unable to download and print bill despite constant failed attempts. Excuses: "Oops something gas gone try again later" "Sorry wrong password". "We are very busy try again"
Reviewer
T
Location
UK
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moving house, and have been kept waiting for a ridiculous amount of time on the customer service line. The same line asks for you to describe your issue, but then has no option for home moving.
Added to all that, the broadband is unreliable and keeps dropping, the online account doesn't work half of the time. Avoid!!
Reviewer
Steven Wilcox
Location
Alconbury Weald
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have spent the best part of 6 hours on the phone. I was awaiting a hub which has never been ordered. Been put through to every department known to man. None of which have been helpful. My current call is now 1hr 15 mins awaiting the retention team even though I’ve never been a costumer
Reviewer
Marwa Hashem
Location
Wallington
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worse company in everything customer service, connection and dealing with problems.
It's been over a week with no Internet
Reviewer
Graeme
Location
Gateshead
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Ended account as put up pricing during a fixed term deal without consent and after cancelling and returning router was charged £35 even with proof of postage.
Trying to ring this billion pound company is a joke in itself. 30 minutes to get an answer whilst being referred to the online portal or app - which failed constantly to loan.
Avoid this company like you would Covid.
Reviewer
Alan
Location
North devon
Date
30/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have shell broadband which took over post office broadband. All was well with po broadband then broadband got slower and slower so gave up logging into my emails then shell took over , utter rubbish threatening to shut email down , yes I dnt use it because it’s too slow takes 45 mins to upload the page , then my father has the bill in , bill due 21st October 2022 received letter 29th october2022 , I recon this company sends bills out the day they are due in bulk for Royal Mail to deliver , got three threatening txts from shell pay up or else , how they got my mobile number I never know
Signed up BT , if want hub back I will not be paying the so called £35 ! It was free from post office anyway !!
Reviewer
Arben
Location
London
Date
30/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Mike
Location
Bristol
Date
29/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
As with most customers, I was originally with Post Office. Had no major issues for most of the time. Even got a 'good' deal with new contract.
Something must have change in September.
Now cannot access my bill (it should be zero), technical issues says website, try later.
Ten days later still no bill. Tried their chat service but that not available.
So I emailed threatened to cancell. Within 10 minutes someone from their customer service phoned me. According to her manager my issue had been sorted. It hadn't.
I may still cancel.
On the router return problem people mention.
When the router was originally sent it was s "free router" and I had to pay postage to receive it.
Thus if it was "free" then it is mine to do with as I like.
Reviewer
johnp
Location
north yorks
Date
28/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was moved to shell from post office, I pay quarterly but bills arrive 2 ays past paying date, customer service non existent, no response to email, online account never avaliable, they seem unable to get my bills to me on time but can get threating letters about non payment to me two days past due date !, how can I pay on time if like last bill dated 6th october arrives 22nd october?, if you reach customer services they say they will put you through to someone who can deal with my problem and then hang up, total waste of time, should not be allowed to trade.
Reviewer
John barker
Location
Glouster
Date
28/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst package I have ever experienced. Slow connection and definitely no way of contacting them as they don't answer the helpline. Useless
Reviewer
steve lewis
Location
ammanford
Date
27/10/2022
Comments:
absolute shocking service call centres always long wait times broadband is useless and when you do finally get to speak to someone in customer service the attitude is shocking keep clear at all cost these reviews are genuine by everyone
Reviewer
Michael McAtominey
Location
North East
Date
27/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am sending this review on behalf of my Father in Law WHO is 90 YEARS OF AGE, he has never had broadband in all his long life, he had a post office phone which was ta k over by shell, he decided to have his phone removed as he never used it,shell are now sending him threatening letters demanding that he must return their router ( which he never had) now they are saying that they will remove £35 from his account (ILLEGAL) because he hasn't returned this item that he has never had.
We have rang them 3 times and they AGREE that they have never supplied broadband to his property, but yet these threating letters STILL turn up.
What a disgusting company and if they carry on in this matter we shall not hesitate to SUE them.
Reviewer
Chris Archer
Location
STEVENAGE
Date
27/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I've ever dealt with. Avoid at all costs. I'll be switching providers and cancelling my direct debit with immediate effect
Reviewer
Julian M
Location
lanarkshire
Date
27/10/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Lost my phone line last Saturday, broadband had also been very unstable prior to that. Called up and wa given option of callback. They returned the call a couple of hours later but hung up as soon as I answered. Sent them an email, and have been emailing every day since with zero response.
Reviewer
Gary W
Location
St. Helens
Date
26/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Service for just about everything! Experience frequent "drop-outs" and very slow speeds.Intetnet radio disconnects.Extremely bad customer service. Take far too long answering calls only to be disconnected. Unable to view bills and make amendments FOR MONTHS. Definitely not recommended even at their competitive prices.
Reviewer
John Boone
Location
Bangor, Co. Down
Date
25/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service bills wrong,
my account on the website always says the site is under maintenance, customer services closed at 7.00pm even though they say they are open until 8pm. I talked to 3 agents today who could still not solve my overcharged bills. I want out so will pay the leaving charge. Stay clear of this lot!
Reviewer
Denise
Location
Worcesterwr4
Date
25/10/2022
Comments:
Rubbish company we got cut off few weeks ago without warning ..apparently our contract had ended few months ago ..they didn't tell us ..but we still got our monthly bill which we paid (kept reciepts) tried customers services couldn't get to talk to a human ! So we went with some one else ! Last week they decided to contact us about our bill saying we own them £25 then another saying £45 ..we are not even with them anymore ! Avoid like the plague bad company . We are now with another provider no problem at all !
Reviewer
Graham L
Location
Coventry
Date
24/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
This bunch of incompetent, inept idiots took over my fathers broadband from the Post Office. Due to illness in July I cancelled his contract and was told that 13 days of his monthly fee would be reimbursed STILL NOT RECEIVED. A month later they reopened his account and took £40, raised the issue with them, guess what STILL NO REFUND. On 4 occasions I have requested a returns label to send their router back, guess what NO RETURNS LABEL SENT. They have now charged £35 for the router, which I couldn’t return as they do not have the capacity to do something as simple as send out a returns label. Look for a bunch of incompetent cowboys to provide your broad back, they’ll still be better than Shell.
Reviewer
Jannie Adams
Location
Romford
Date
24/10/2022
Comments:
Broadband reliability is nonexistent. lose the signal about 50 times a day. will phone these arseholes tomorrow and cancel my dealings with them. I am sure they won't miss me but I am sure there are probably thousands of people who think like me.
Reviewer
Daniel Stockport
Location
Easington
Date
24/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where to start, after having no internet for a week I eventually managed to speak to Shell Energy broadband. On hold for over 40 minutes until I spoke to someone. They advised they would send an engineer out and I would get a text and I had to make sure someone was in between those times or I would be changed £65. My partner has took a day unpaid from work to sit in for an 8-1 appointment only for nobody to turn up, no text to say why, no call. Another 40 minute phonecall later and we have been told their "latest update" is that it could be anytime today or tomorrow. We werent told this until we rang. The customer service is shocking, the service is even worse and I will be leaving as soon as my contract is up. AVOID SHELL ENERGY BROADBAND AT ALL COSTS.
Reviewer
Tom F
Location
Edinburgh
Date
24/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Like others, I was involuntarily transferred from the Post Office system. Broadband is unreliable. I cant pay my bill as neither their on-line or telephone payment services work. Contacting them gets a "sorry, why don't you pay us via bank transfer" !
Reviewer
Nusrat
Location
Manchester
Date
24/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been without Internet for 4 days now. Anytime i call, i have to be on wait for almost 3hours. If am lucky and someone answer, they just take my details and hung up
Reviewer
Ali
Location
Gloucester
Date
22/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Was moved from Post Office to Shell for phone line only. Out of order at least once on a weekly basis. Can never get through to Customer Service so have given up. Will be changing provider.
Reviewer
Jason
Location
Irvine
Date
22/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shambles of a company, engineer failed to show on Friday and now need to wait till Monday , 2hours on a call to be told this ,and also house has a phone line and won't connect it , and I'm a new Customer, looks like I will be using the 14 days cooling off as this is a bad start to any new member ,should never of gave me a date of live if they can't fufill it
Reviewer
Flemster
Location
Cumbria
Date
21/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Got sold off from post office hate that. keeps dropping out 2 to 3 times a day on average.Never had any bills in email unlike post office then suddenly bill nearly doubled. Contacted them and they said my contract had ended. I told them they had had not informed me but wernt interested. Gone somewhere else. Had same problem with my 86 year old dad. Then they were threatening him charging him for the old faulty router if he did not send it back but he already asked for a return label which they had not. But got that eventually sorted after a few hone calls. They need some customer service training also need to get there house in order to inform people they are going to get ripped off by them. poor service
Reviewer
steve edwards
Location
harrogate
Date
20/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have nothing good to say about Shell Energy broadband. Ignore their speed figures because you won't get anywhere near. Customer service is a shambles.
Reviewer
Jc
Location
South Shields
Date
19/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do NOT use this awful and abysmal sorry excuse for a company
I signed up and had a very slow speed service
I cancelled and moved address in a very short time frame and was just about within cooling off period
They charged cancellation fee which I did not owe so did not pay
They then affected my excellent credit rating by putting £106 cancellation fee debt onto my report
Nasty unfair thieving company with unusable service which kept going out
Reviewer
Andy
Location
Portishead
Date
19/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Very poor I have to reboot the router every day and I can't get any responce from them on the phone I'm seriously considering leaving the contact early dispite the fees
Reviewer
Clare Watson
Location
Loughborough
Date
19/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DONT GO WITH SHELL - it should have zero stars. A series of looping automated online systems and a call back system that was designed to call me and instantly hang up meant it was almost impossible for me to get through to make a complaint. When I did I found out that Shell Customer Services is outsourced to a company or companies with employees in other countries who have no interest at all in Shell's reputation or indeed providing a service to their customers. I was given a series of contradictory instructions re returning a router which I had done using the original label provided when I joined 3 years ago. I suspect that the address on the labels then has now changed - whatever I was charged for a router anyway because it supposedly failed to arrive. Four weeks had lapsed and by this time I had lost the proof of sending. To actually send that proof now would be extremely difficult since as above the looping system is designed to make it impossible to fill the boxes to enable you to submit a communication. NIGHTMARE
Reviewer
M WOLLENBERG
Location
LONDON E18
Date
19/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY! They promised service, in the end Openreach attended and said they could not offer even basic DSL never mind fibre - but of course by then old service was turned off - so now I am without and have been for weeks - and they take days to reply
Reviewer
jannette winnik
Location
midlothian
Date
18/10/2022
Ratings
Customer Service
2.00 stars
Comments:
this company is ok if you dont want online for more than 10 mins, constantly disconnected , biggest mistake i have made ,roll on the next 16 months
Reviewer
Rob
Location
Leicestershire
Date
18/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not long switched to Shell Energy. Broadband received and after four days of Poor quality connection, low range router and speed, called to cancel, only to be told that I was outside of my 14 day cooling off Period when the contract was signed. Despite explaining that I’d only actually had the service four days ago / this was the case.
Spent ages on the phone trying to get this sorted, moving from department to department and in the end have given up trying to speak to anyone to resolve.
They have no customer advisors available - poor quality products and awful service. Reviewing options
Reviewer
J Pow
Location
Surrey
Date
18/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
For days and days unable to see bill, unable to pay bill; forces call to contact centre who can't answer, select to use call back but no one calls back. Website unable to modify call package have to phone in. Useless.
Reviewer
Altin Spaho
Location
london
Date
16/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
im paying 3months now for the internet and i don’t have it !!! im waiting for the engineer every week and no one came , really disappointed with them i just want to cancel everything , costumer service awful, the are lying every time im contact them
Reviewer
Donna
Location
Rotherham
Date
14/10/2022
Ratings
Satisfaction
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Stole me from post office broadband without warning...doubled my bills paid them 300 in 3 months which they took fir one thing or another they kept cutting Me off..asked to start a new contract was promised a phone call back the next day
Reviewer
Tracy
Location
Wigan
Date
14/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT GO WITH THIS COMPANY FOR BROADBAND. Absolutely shocking service from beginning to end. Only been with them 4 weeks and I feel like it's the biggest regret of my life. Messed up my go live date then it was changed still had to call them as it didn't go live on the second date. got lied to numerous times, I've had to go through complaints procedure 3 times absolutely hurrendous how many times I've had to call them even right now there is a fault which is causing my broadband to run slow called them and having an operator tell me I need to unscrew the box on the wall which I have no clue about so he can do another test,told him I don't have a screw driver to which his reply was do i want to call back when I have one. There is also alot more but it honestly would take me all day to write it. But please for your own sanity DO NOT GO WITH THIS COMPANY FOR BROADBAND
Reviewer
Chris Bolam
Location
Leeds
Date
13/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Agreed a new 18 month contract with Shell Energy Broadband on 29th July '22. Already an existing customer out of contract, to entice me to enter a new 18 month contract I was offered various incentives over the phone by the retention's team; a low fixed monthly price of £23.99 for 65Mbps (including landline), a free month of broadband and line rental and a £30 bill credit on a new 18 month contract. When I received the new contract details in writing by email I had the foresight to email and ask why there was no mention of either the £30 bill credit or the free month of services. Along with the other standard terms and conditions the contract only confirmed that it would last 18 month and be at a monthly cost of £23.99 as agreed over the phone with their retentions team rep.
By return customer services did confirm in writing that my agreement did indeed include the aforementioned incentives. Thank goodness for this confirmation as they have welched on these incentives. It has taken a month of emails to get the £30 bill credit applied, however, I only have their word for this as the bill section of the website has been unavailable for days. They have so far refused to comment on the free month, ignoring all emails and messages which reference the matter. They have even closed the case because they say the matter is resolved. They have failed to provide the requested deadlock letter so I can pursue the matter with the Ombudsman arbitration service. Their latest method of dealing with the matter is to not respond to messages at all.
it's clear from previous messages that a possible cause is that different people are constantly handling cases and do not read account notes or even attempt to understand what requires action. You never actual get a message signed with a real person's name. Each response from them comes without the previous correspondence, making it impossible to know which aspect of the complaint they are actually responding to. It is impossible to tell if this is deliberate or just plain incompetence. Either way I will wait the eight weeks from when I first raised the complaint on 14th September and pursue the matter with the Ombudsman. As they are in breach of contract I will also explore with the Ombudsman whether I can move to another without penalty, rather than entertain these charlatans for the full 18 months.
Should you be considering this company for your broadband requirements take my advice. When the service is all working and you don't need to contact customers services then its fine. However, should anything go wrong, then you're truly on your own in a process designed to frustrate customers rather than resolve issues.
Reviewer
Alan Bradshaw
Location
Cockermouth Cumbria
Date
13/10/2022
Comments:
Horrendous we were left with no internet for 3weeks due to them been unable to connect us to there broadband,every phone call was over 20mins to be told they were doing there best!my advice look elsewhere
Reviewer
MH
Location
Cheshunt
Date
13/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible! In the 3 months of being with then we didn't have 1 day of good broadband. We were constantly rebooting the router and restarting the box. Every time my son tried gaming on his pc the Internet would loose service and the rest of the house couldn't use their devices.Trying to get through to customer service was just as bad as I'd say the average time to get through was about 1hr. An engineer came to see why we were having so many problems and said we needed a new router but shell refused to supply 1 for free saying I'd need to pay for it. The final straw was when we lost Internet service 32 times in 1 day! Eventually shell agreed that I could leave with no fees to pay as I was not receiving my contract service agreed but instead of disconnecting the broadband on the actually day agreed they disconnected the service the night before so we were left with 1 day of no Internet. We only decided to change our broadband provider to shell as they were cheaper but to be honest I wish I hadn't bothered. My advise, always read as many reviews as you can before switching broadband provider as I wish I had researched more before agreeing to move with their service.
Reviewer
Pat
Location
Broxburn
Date
12/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Stay away, horrible customer service from shell. Website crashes all the time. I was waiting for 3 months to get internet connection!!!
Not recommended.
Reviewer
Paul
Location
Bolton
Date
11/10/2022
Comments:
Was moved over from post office and since then from bad to worse, broadband drops out, goes off for hours at a time, customer service do not answer, avoid Shell Energy at all costs.
Reviewer
Mrs Janice hall
Location
Guisborough
Date
11/10/2022
Comments:
No stars,consistently over charged over 3 months, then asked to pay a bill so not cut off even though in credit! Left hand doesn’t know what the right is doing! Wish I hadn’t took contract with them.
Reviewer
Derek Burrows
Location
Spalding
Date
11/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Probably the worst broadband provider in the country. Ended my contract on 27 Aug when told router must be returned within 30 days or would be billed £30.Sent 5 emails, 2 phone calls and a chat before I received the bag & label to send it back although both phone contacts promised to arrange a delivery. Further month payment taken over a month after contract ended leaving a credit balance of £21.Now middle of October and have just been told that nothing has yet been done to return the over payment and it will be at least another 10 days before I receive it.
Reviewer
MK
Location
UK
Date
11/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ex post office broadband customer - taken over by Shell Energy - terrible broadband service, not very helpful telephone customer service. Was glad to be able to get out and move to another provider. Sent Router back immediately with proof of posting (thank you Post Office!!!) but still getting emails from Shell Energy - start off telling me I have not returned my router. I know I had so ignored this "cannot reply" email. Yesterday, another email telling me I have not returned the router and they are going to charge me £35. BUT the funniest thing, if you need a laugh by then, is that they then go on to say if you have returned the router, ignore this email. WHAT ABSOLUTE RUBBISH SERVICE. I have proof of posting, as the advised when I closed my account, and they provided the return bag with address so it's THEIR PROBLEM if they have not received it.
Reviewer
Jiten Unadkat
Location
Leicester
Date
11/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worse broadband network ever, avoid at all cost, the network is not fit for purpose,
Reviewer
Chris Archer
Location
STEVENAGE
Date
10/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A truly dreadful company. Appaling customer service. How is it possible for a company to be this bad. An hour on the phone for a bill enquiry(Still not solved) Will be leaving when they,if ever,eventually answer the phone. Avoid.Get your broadband elsewhere,
Reviewer
Sophie Laurena
Location
Wales
Date
10/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. What a disgrace of a company, we were sold this wifi as part of a deal when buying appliances from Currys. The cheapest in our post-code apparently, and feeling pressured on the spot that this was the fastest wifi in our area we stupidly agreed to shells wifi. 3 times in 7 weeks we have had to have an engineer out to “sort” the same reoccurring issue. Wifi works fine for a few days and then gets cut off down to nothing, takes over and hour to speak to somebody from customer service just to be told that you need to restart the router..lol. Very unprofessional to also be told “can you not ask a neighbor to use their wifi?” Because i work from home. First of all we pay to have our own working wifi and secondly who in the right mind even says that to a customer who should be getting what they pay for!! Awaiting for complaints team to get in touch so I can cancel and start with a better much more professional provider where i hopefully wont have to worry about my wifi being cut off an hour before i have to deliver a presentation! If i could rate them 0 stars i would.
Reviewer
Susan jones
Location
Llandeilo
Date
10/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been transferred from post office to you since January 2022 , it is an online account and therefore I need online access, every month I am forced to open the account on the net as the app is useless and does not recognise me no matter what I do , even when they send me reset links the do not recognise me so I am forced to reset my original password to my ORIGINAL password? To access my stupid account , then when you get onto the account the end of contract date is not displayed surly this is against the law as the price rises if you miss a chance to change the tariff??? , then I try ringing the customers service team explaining all this rubbish to the to put me on hold and cut me off , they are useless, I will be leaving at the end of my contract as the don’t give a hoot about customer service , I have informed you “shell “ as you do not put in writing the end of date contract and the difficulty accessing my online account , if I miss this I am not going to pay the extra charge and as you don’t have access to my bank account best of luck getting it from me , in fact until you make my online account easier to access I am not paying you in future , let’s see how long it takes you to sort it now , I can bet it will be with the utmost haste now .
Reviewer
Ken
Location
London
Date
10/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company it's bad end of contract didn't tell after finish pay off finals bill 2 months later ask you to send router back if not return charge £35 very rubbish service
Reviewer
GEE
Location
Newent
Date
10/10/2022
Comments:
It's your Customer Service that is SO terrible. Only offering options are those that suit YOU ! Like so many of your 'new' customers, I'm in deep mourning for my Post Office account/deal. GET UP SHELL.
Reviewer
John
Location
Leicester
Date
08/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had no problems with the Post Office broadband. Since it's been with Shell I've had multiple dropouts. I've had several engineer's visits and poor cutsomer service. I'm supposed to get between 35 and 45 Mbs speed but it drops to as low as 11 Mbs. I complain and it's raised to 36 Mbs and a few days later it starts to creep down. I then have to spend the best part of 30 minutes on the phone trying to make contact with customer services, sometimes getting cut off during the wait and then ..... start all over again. They're cheating me and robbing me of the service I'm paying for. It's a breach of contract and now, after several weeks, I shall make my formal complaint to Ofcom
Reviewer
herek
Location
Surrey
Date
08/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After Shell took over Post Office I switched due to terrible connection, lack of customer services and increased rates. I returned the router but they still want to charge me £35 and not refunding my credit despite several emails and phone calls. It is dreadful and sad that an energy giant is meddling with people's money for few pounds
Reviewer
paul
Location
midlands
Date
07/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful. Completely messed up our switchover to them, leaving us with no internet for several days now. Spent hours on the phone to their customer service with no resolution. Avoid.
Reviewer
Malcolm shepherd
Location
Princess risborough
Date
07/10/2022
Ratings
Satisfaction
1.00 stars
Reliability
1.00 stars
Comments:
Since I changed from bt I findes the broadband goes off and on . Difficult when my heating works from internet. When playing music one song then goes off nightmare
Reviewer
Paul
Location
Leicester
Date
06/10/2022
Comments:
Appalling customer service ,two months after moving suppier and sending our router back with a tracking label we recived a request to return router or incur a charge,having taken many phone calls to get a return label sent out to us we kept the receipt as proof of return and informed them as such.We now have to wait for the promised cheque for the £59 refund we are owed.Worst company we have ever had to deal with-Avoid!
Reviewer
Nik
Location
Norwich
Date
05/10/2022
Comments:
Avoid like the plague, May father has just died and they have just charged my sis whos the executor £50 for a router (was a post office customer and i cant remember him ever getting a new router from shell)
Reviewer
Karen
Location
Lancashire
Date
05/10/2022
Comments:
Terrible customer service. Two serious complications in two months. Shell resolution team agreed to reimburse my losses due their negligence but then imposed the charges in following bill. I was told to buy and fit my own internet socket. They gave me 4 hours notice of the engineer apt and had charged my account for not being home to accept the engineer. But I was home!!
Communications ombudsman for these lying, thieving b.....ds!!
Reviewer
Mel
Location
Ripley
Date
05/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell took over from Post office. I signed up for an 18 month contract at the price given. They have now said that there is a price increase for call charges. I was never notified or agreed to this as I had an 18 month contract at the agreed price. I was charged for a call out after openreach moved a telegraph pole, eventually not applied to bill. Charged for not returning router even though had receipt of posting. Internet speed was below what I was paying for and only recently after the road has been dug up and a fibre cable company have been has the speed reached what I was paying for. Opened another complaint and now told complaint is closed without any reason. Worst company I have ever dealt with. They are not part of the Ofcom compensation scheme and when asked for a 'deadlock' letter to proceed to Ofcom, this has been ignored.
Reviewer
michael harrison
Location
south Yorks
Date
05/10/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
not a very good supplier, slow to act on my complaint about my phone line being down 3 days}still not fixed}all you get when you ring their number is a computer activated voice but no back up from a real person.
Reviewer
Anon
Location
Ellesmere Port
Date
04/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really awful broadband. Pay £28.99 for
download speed of 6.8mps and upload 0.6mbs something there own in house systems acknowledge as true. Had more drop-outs than is 'normal' their customer care inform me. They have offered me free termination of contract which has months still to run. NO REFUND THOUGH. I have lost count of the hours spent on the phone awaiting response on the telephone. Good service... don't bother.
Reviewer
Joanne Paget
Location
Bristol
Date
04/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was a happy Post Office customer until Shell took over! They doubled my bills without warning, when I called to cancel they offered to credit my account and gave me a new deal, I only agreed if they stuck to what they promised, next thing i know, they cut me off and started chasing for the money they promised to credit! you can never get hold of them and when you do, they cut you off! I did manage to speak to someone once and she said i was lying! i reminded her the calls were recorded and to go and listen to them, i then got an email saying they have listened to them and i am lying! Now in contact with citezens advice! Avoid this company
Reviewer
David McDermott
Location
newcastle upon tyne
Date
02/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Dennis
Location
Farncombe
Date
02/10/2022
Ratings
Satisfaction
5.00 stars
Comments:
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
Reviewer
D Jones
Location
Fairlight
Date
30/09/2022
Comments:
Shell energy is the worst company I have ever dealt with! Have nothing to do with them... ever! I cannot even recount my horrendous experience with them. They were not my choice. I was transferred to them from Post office. Now with BT who are a breath of fresh air!
Reviewer
Ezra Traf
Location
Khyber Pass
Date
30/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with the Post Office for about five years and was completely satisfied. Then Shell took them over and everything started going to pieces. Lots of emails telling me about changes of rules and price increase.
About the same time my line began to regularly drop, multiple times a day. A coincidence, maybe!
I disliked their high handed attitude and when they started offering newcomers much cheaper deals, that I couldn't access, I moved to another supplier.
Six weeks later they told me they wanted their old route back. Unfortunately, I had binned it as it was over five years ol andwas rubbish anyway.
Now I suppose i will have to pay them their 35 pounds.
Note I am not complaining about the charge per se but about their aragance and lack of straight dealing. When I cancelled their service their email of acknowledge ment could have mentioned the router return rule. Big company scrabbling for a few pounds.
Luckily there are so many other broadband suppliers so that I can confidently say I will never need to deal with this awful company again.
Reviewer
Stephen Essex
Location
Essex
Date
30/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The most appalling customer service. If nothing goes wrong with your bills then they are fine. But if you need to get something corrected (their errors) it is incredibly bad. Slow to answer, calls get cut off, promises made are not kept. I have spent HOURS on the phone trying to get their errors corrected. AVOID LIKE THE PLAGUE
Reviewer
Barry
Location
Scotland
Date
29/09/2022
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Natalie Marsh
Location
Dursley Gloucestershire
Date
29/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I live in a rural area I always had my broadband with Sky but I made the choice to move to shell energy it was the worst mistake of my life I couldn't only get broadband from shell energy if I wired my TV cable to cable I could not pick up any WiFi on my phone or laptop TV I could not pick up WiFi at all I was left with no WiFi for 2 weeks until I reconnected back to sky who can provide a perfect signal WiFi no problems no issues at all and now shell energy has sint me a bill of over £300 for cancelling their internet within two weeks of a contract in fact the day she'll energy connected live I rang sky that day to reconnect to sky they are now wanting I over 300 pounds of a disabled person I am partially paralysed and house bound they ruined everything for 2 weeks with a broadband service that wouldn't work shame on shell energy my advice IS DO NOT EVEN THINK ABOUT GOING TO SHELL ENERGY SERVICE. I TRUST SKY THEY HAVE NEVER KET ME DOWN.
Reviewer
shan
Location
birmingham
Date
28/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely terrible wifi broadband. when the weathers bad the wifi basically cuts off and stops working. can’t even play the ps4 because all the games lag
Reviewer
GAC
Location
Redditch
Date
28/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
When it worked it was fine, but customer service is non-existent. Hours waiting on phone, then get cut off, and get hilarious voice message saying we got cut off and please ring back.
Reviewer
Jules
Location
Hertfordshire
Date
28/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I was a customer of Post Office Homephone and never had an issue with them. Sadly they sold out to Shell and since then things have been difficult! I can't access my bill using my old account details as I was promised so I can no longer separate personal emails from 'business' emails and just recently they put the prices up despite me signing up to a fixed tarrif with Post Office literally a few days before the company transferred me across to Shell.
Logging complaints takes forever to get a response so I am still waiting for someone to get back to me. They say they are experiencing a higher than normal level of contact - I'm not surprised - probably all dissatisfied Post Office customers! Not sure how much longer I will stay with them.
Reviewer
Rachel
Location
Hartlepool
Date
27/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well Post Office broadband customers all had no choice in suddenly being with Shell Energy. I've been with the PO for 5 years with no issues. Suddenly my broadband is down every day. I have no Netflix, no Alexa, no access to internet other than with my phone contract data. Im using my data to write this review. I have left my customer service rating neutral as I haven't attempted to contact them yet and by reviews I've read want to put that off as long as possible. It feels like the Post Office customers have been well and truly crapped on tbh.
Reviewer
Estel
Location
London
Date
27/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service, the likelihood of speaking to someone in less than an hour is close to zero, not to mention if you do manage to reach through to someone they might hang up on you imediately - extremely frustrating!
My broadband has been unreliable and slow since the start of my contract and had to have multiple engineer visits. You have tried charging me for the latest one whereas a fault has indeed been found on the line. Your company is simply trying to steal money from honest people and this is absolutely appalling...
One advice - never sign up with Shell Energy, run!
Reviewer
Margaret
Location
Horwich
Date
27/09/2022
Comments:
Just Shocking service via phone I have been left on hold now for over 25 minutes all to ask a simple question to a technician so annoying ! Why the handler could not just have found out for me I don't know he's just left me on hold to them , the answer for my question question will be a simple yes or no , still waiting as I type this , just this minute answered my call and the was answer was yes an all okay grrrrr.
Reviewer
Abdrew
Location
Highlands
Date
25/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Avoid this company.
When you leave them they behave like vile bailiffs. Sending threatening emails demanding router is returned. Then continue to get mire and mire aggressive demanding £35 or else. I returned my router with 24 hours of request but they just continue to send harrowing emails threatening me
Reviewer
Zoe Hawkins
Location
Thornaby
Date
24/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Naushad Tahsildar
Location
Oxford
Date
24/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly if I could give lower than one I would. Not surprisingly to see so many bad reviews. Pathetic customer service and absolutely useless broadband service. Gets disconnected so many times, it's slow and poor response and even if it is their fault they will not agree.i wish I had never subscribed to it.
Reviewer
Karl Smith
Location
Lincolnshire
Date
24/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible, literally counting the days when I can switch to a new provider, actually makes me miss AOL dial-up
Reviewer
Rory
Location
Uk
Date
24/09/2022
Comments:
A truly shocking company AVOID at All costs customer service is an absolute joke staff don't understand English they are requesting that I return the router which I did 4 months ago thank God that I kept the proof
Reviewer
Nicholas Branston
Location
Boston
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Shell Broadband just took £35 out of my account for not returning their router. It was returned to them. Never had this with any other SP. They also messed up the closing down of my account which cost me another load of money. The broadband was fine. Customer Service very poor. Decide for yourself if you think Shell is the best available - I didn't, so I moved to another company.
Reviewer
Mary Connelly
Location
London
Date
23/09/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The problem with Shell isn't the speed/reliability of the broadband, it's the problems you have when you want to leave.
They will make an almost-blind charge of £23.99 for your router. They supposedly give you an opportunity to return it at the end - but they won't provide return labels, albeit they say they will. You'll have to chase but they will not arrive. I suspect this is because they don't want the routers returned as they won't be able to re-issue used routers for new customers; they will only have to discard them. I called on several occasions and every time I spoke to a Rep I asked that they send the return label via email whilst talking to them, but they all refused to do this. Rather they disappeared for extended periods to talk to a manager. This was obviously because they didn't know how to handle a request they couldn't honour. They have all been instructed to tell customers that the return label emails will take time to send which is a nonsense. It would be a simple email with a label attached, so no reason whatsoever for a delay. There is no formal complaints system which Shell are obliged to offer and customer service (as such), is nothing more than a call centre of staff who provide the misleading Info they have been instructed to give.
Reviewer
Jay
Location
Bournemouth
Date
23/09/2022
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Gave them 27 days notice of change of address, when I wasn't connected on day 28 I called them only to be told there is a provision problem and would have to wait a further 10 days. Nobody contacted me in the 28 days to let me know there was a problem, instead they waited for me to call them. Asking for a refund of debit order (they actually billed me for a service they couldn't connect) I was told I need to wait 3 weeks. All of this is due to their incompetence and lack of customer service. Don't even try to speak to manager or team leader, you have better luck summoning your gran from the dead.
Reviewer
Andrew Wright
Location
Clacton-on-Sea
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have been trying to sort out a new phone deal with Shell Broadband for my 87 year old mother who is nearly blind and does not need any broadband as she would not be able to use a computer. All she wanted was to use her phone. I have spoken to customer services three times each taking around 45 minutes to get through and then being transfered to someone else !!! It took three different conversations with customer services on different days before I was able to get the new contract and having to drive a round trip of 100 miles each time as they have to speak to my mum to confirm things. I'm far from impressed with their customer services. This could have been dealt with on the first occasion when the package was cheaper !!! My own broadband is with John Lewis. Their customer services took under 9 minutes from initially dialing the number and renewing my contract. Perhaps I should cancel mum's shell contract !!!
Reviewer
J
Location
Scotland d
Date
22/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't give 0 so I give 1 star in all categories. Shocking, dreadful, awful service and they don't seem to care!! Really dreadful broadband service too. Nothing to commend this provider and trying to get in touch with them? Good job I am persistent!! Do NOT put urself through the stress of dealing with this company.
Reviewer
Syl
Location
W yorks
Date
21/09/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Rubbish customer service. They entered wrong details, even date of birth! Linked 2 phone numbers together mobile and landline so didnt recognise account. Won't let me make a payment just says up to date. I wanted to get ahead with payments for winter. No luck online, automated services and customer service couldnt help apart from changing date of birth!
Definitely do not recommend
Reviewer
Graham
Location
Kent
Date
20/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I may have had a lucky escape as I would not give my bank details until i had seen an emailed contract, the first salesman was back on the phone giving it the hard sell, in the meantime I was reading the terrible reviews, and turned them down !
Reviewer
Gary
Location
York
Date
15/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely junk , drops out constantly and can’t get any response from shell ever. It’s the worst broadband provider I’ve ever used , they should stick to ripping people off with fuel
Reviewer
Teresa
Location
Worksop
Date
15/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Disconnection problems since start of contract. They do not respond to e-mails and will keep you waiting on the phone. Awful company
Reviewer
Sarah
Location
London
Date
15/09/2022
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
DON'T USE
It takes nearly 15/18days to receive the bill which was pass payment day.The bill was not clear on what you have pay, we have now changed our broadband company and now waiting for refund from shell.They told us 10days for refund from August made another call and they said 20days september and just made another call today and they said another 10days so still waiting for our refund.
Reviewer
GSBGB
Location
London
Date
14/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer services I have come across in a while. Nobody seems to know what they are doing. Was trying to give notice of cancellation for my broadband service but was nearly impossible. In the end I put it in writing and someone from Shell telephoned me, who, when I answered transferred me to a different department and the operative then asked me “why are you calling today?” OMG.
It’s like booking into the Hotel California. Once you check in you can never leave.
Reviewer
Graham
Location
North Yorkshire Dales
Date
13/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got migrated from Post Office to Shell and at first noticed no signifcant change HOWEVER in the last few months had very slow speeds (1mbps or less) and frequent outage. Had an Openreach engineer call, told a problem outside of premises and fixed the problem. Here we are 4 weeks later and have now got exactley the same problem. Have carried out both Shell and Ookla and showing broadband as Talk Talk - thought I was buying Shell but...... The service is absolutely crap so BUYER BEWARE, go to BT/Plusnet/EE - all under same umbrella I'm told and I'll be looking to leave Shell ASAP.
Reviewer
Rudolf
Location
Corby
Date
13/09/2022
Comments:
Incompetent company technically, organizationally and personally.
Reviewer
K Morton
Location
Penrith
Date
13/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Takeover from Post Office has been an absolute joke - no broadband for a week. Phone calls take an hour to answer, letters sent that should not have been sent. Employees don't have enough knowledge to deal with problems, i.e. I have asked for refund of charges paid in advance. I was told Shell do not charge in advance - website says yes they do!!!
Reviewer
Linda L
Location
Cumbria
Date
12/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
After over 5 hours of calls with…
After over 5 hours of calls with waiting times of 30-45 mins for calls to be answered I am no further forward. Shell advised me in August that as I was switching to a new supplier my line would be discontinued in September, this was news to me as it was not something I had requested. I eventually managed to speak to an advisor who assured me that everything would continue as before I was not changing suppliers and that it had been an error.
September 10th another letter arrived from Shell telling me that my service had been transferred to a new provider. Shell had cancelled my phone line.
I emailed Shell but have yet to receive a reply.
Today I have spent 1hr 48mins on the phone to them only to be cut off. In that time I spoke to Zac customer services, Justin retentions, Jaspar sales, Usman customer services and finally Sharon retentions, each one having passed me onto the next until I was cut off by Sharon. During the call I did ask Usman who my new provider was but he said he couldn't access that information on his screen and he said there wasn't anyone more senior than him to access it, I would suggest he was unable to access it because there is no new provider it was because Shell no longer provide line only contracts and require customers to have broadband, if only they had been more honest about this in their correspondence.
The service I have received has been disgraceful, I have been advised by another provider that it will cost me £77.50 to get the line reinstated plus a cost of £20 to retain my previous telephone number.
My advice is steer well clear of this company if honesty, integrity and good customer service is what you expect!
Reviewer
Stephen talbot
Location
Harrogate
Date
12/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Signed up for 36mp broadband only. Price is fine. When fitted it worked for 4 days. Over a week without broadband now, waiting on an engineer. Took 2hrs on hold trying to get hold of someone. Not a very good business plan or model if this is to go by.
Reviewer
Mike
Location
West Midlands
Date
12/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Expect to wait an hour or more for the phone to be answered.
They have cut off my mother phone. She is 87 years old and its an essential life line for her.
They admitted they had not sent out a bill, so that's why it wasn't paid on time.
i settled the bill over the phone and two days later they sent a threating letter to her demanding the money again.
DO NIOT DEAL WITH THIS BUNCH OF INCOMPETENT IDIOTS.
Reviewer
Bev
Location
Tywyn
Date
10/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Peter
Location
Wirral
Date
09/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was a p/o customer originally and was more than happy then shell took over oh dear you wait 1 1/2 hours to speak to someone if you ask to speak to a manager you get told it will take 72 hrs for them to ring you and they don’t I had no internet for two weeks was finally offered a free month but surprise surprise they have taken payment I have been constantly and consistently lied too about everything to do with there service if anybody thinking off joining it’s worth paying extra to get a reputable provider I am looking around for good deals on full fibre and it certainly won’t be these jokers
Reviewer
aidan new
Location
Southampton
Date
09/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Have got issues with overchargeing me . Been heavily charged for calling them to complain. Also possible data protection act breach that they don't want to know about . BEWARE OF THIS COMPANY.
Reviewer
Anna Halpern
Location
London
Date
08/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I signed up with Shell and went live on 24 August. The price agreed was £20.99 per month inclusive of VAT for 18 months. I received the first invoice on 3 September charging £25.90 inclusive of VAT. A 25% increase and without any notice to me that they intend to increase prices. Customer services told me that prices were increased on 1 September but could not explain why they were increasing prices only 7 days after the commencement of the contract and why it is increased by such a high percentage. Shell also could not explain why they had not provided me with notice of the price increase and why at the time I entered into the contract they did not disclose that prices would increase on 1 September. I made an official complaint but I am not holding my breath. Fortunately I am within the 14 day cooling off period and I will transfer to another provider. This is a very shabby way to market for new customers and run a business. I intend to inform Ofcom and also cancel my direct debit in case they try to charge me for the full contract. Their practices are so lacking in integrity that I would not be surprised if they tried to do that. Stay clear of Shell.
Reviewer
David F
Location
Sheffield
Date
08/09/2022
Ratings
Customer Service
2.00 stars
Comments:
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... :(
Reviewer
S Patel
Location
Wigan
Date
06/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband broke due to degrade battery at the exchange. Without broadband for 5 days and offered £4.60 compensation in full. Shell prorota the number of days and nothing for inconvenience and keeping you on hold for 2 hours. Don't bother as awful company to deal with!
Reviewer
L Boyes
Location
Harrogate
Date
06/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID!!
Absolutely shocking speed and general connection.
Rang customer services and was on hold for nearly an hour!! Impossible to get hold of someone.
Cancelled contract as it was coming up to my end date and they didn’t do what i asked so they were still billing me and service was still active.
I’ve raised a complaint. Not sure the good it will do.
Reviewer
Ruth
Location
Doncaster
Date
06/09/2022
Comments:
This service(?) is carp, don't touch it with a bargepole. I used to be with the Post Office, no problems even living in a rural area, now I can barely do anything. Good job I don't have to work from home!
Reviewer
HS
Location
Date
05/09/2022
Comments:
Horrendous customer service. 2.5 hours on the phone today being passed from department to department. Nobody knew what was happening, when my Internet would be set up. Company did not know how to contact the technician who failed to attend to set up the department. Eventually I gave up and asked to cancel and was told I'd face an early termination fee. No one seems to have a clue what's going on - worst customer service I have ever encountered in my life. Doesn't bode well.
Reviewer
Darren H
Location
Kettering
Date
05/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service. Was with TALKTALK before SHELL and never had a problem with internet connection, however, SHELL uses the TALKTALK service but is absolutely terrible. I even use the same router I used with TALKTALK but the internet connection is mediocre with very low speed 18mbps (Fibre broadband) and constant drop outs. Unable to stream any TV programmes :(
Reviewer
Richard
Location
Calne
Date
05/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a client of Shell Energy for a few months and I can not wait to leave. The Internet is shocking. It cuts out on average 10 times a day for about 5 minutes at a time. In the last 3 days I have had 4 hours of connectivity. The rest of the time I have zero Internet connection. The light on the router is either red or not lit up. I have called numerous times, been on hold for hours and I am yet to actually get hold of a human being. Nobody seems to work for your customer service. How you exist as an Internet provider is beyond me.
Reviewer
Gayle
Location
Birmingham
Date
04/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible company, we have been without a broadband and home phone line for a month now, i have rang customer services so many times and nothing gets done. They have told me 4 times that an engineer will be sent out but they never turn up. They don't reply to emails. Be prepared for at least a 45 minute wait to music before anyone answers the phone then they just try and fob you off. AVOID!!!!
Reviewer
Mrs Clayton
Location
Wakefield
Date
03/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking internet. It’s slow and constantly drops out and I have to reset it. I can’t comment on the customer service because I refuse to ring them simply because of the previous reviews regarding the wait times and dealing with customer service - judging by these reviews, it doesn’t fill me with any hope that She’ll would sort the problem anyway. As soon as my contract is up I’m off!!
Reviewer
TK
Location
London
Date
03/09/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Most ridiculous customer service. Waiting times is awful and transferred to 4 people in 3 hours. One took my contact number but did not call me back to support with my internet issue - so annoying. Do not have a refund lack of internet as against their policy. Do not keep notes on customer service issues by the attendant so waste more time on explaining the problem.
Yes had reliable but slow internet with Post Office prior to Shell Energy buyout. But at no point did they write to advise I was paying 32 pounds for 8mbps -until problems occurred consistently and conflicting technical advice (rubbish!).
Reviewer
Frazer
Location
Northallerton
Date
01/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a disgrace. The internet is slow when it works which is rare, the customer service is horrendous we had one customer service agent hang up on us when we said we wanted to leave the company, do no recommend I’d rather use a carrier pigeon than use these bunch of arseholes again
Reviewer
L. Wickson
Location
Shrewsbury
Date
01/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Is there a customer service ? I moved into my apartment got my broadband equipment set it all up but the username was different to the one on the card . So the password would not work no problem I will phone customer service after 4 attempts on the phone waiting 20 minutes plus and trying the live chat and being g number 39 in the queue I sent a email saying your equipment is back in the post to you . For the ratings I can only comment on the customer service as I never got onto the Internet.
Reviewer
Jo Pascoe
Location
Devon
Date
31/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT TRANSFER TO THIS COMPANY!!
The most appalling broad band ever. Moved because jt was cheaper but couldn’t watch anything in catch up so then upgraded and still cant watch anything without it buffering. Please do not sign up it is absolutely awful. I am counting the months till i can go back to talk talk!
Reviewer
Annie
Location
Swansea
Date
30/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Intermittent signal or very slow
Tried ringing customers service holding for over 1hr and still no reply
I cannot wait to get out of this contract
Reviewer
PaulB
Location
Godalming
Date
29/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly shocking service, reliability and speed in this day and age. I might as well post letters and visit the flicks to stay in touch with society
Reviewer
H Brown
Location
Cambs
Date
28/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I didnt choose to go with shell broadband ,they took over from the post office unfortunately. The internet speed is AWFUL, it is cinstantly breaking up,everyday you have issues with it, a lot of the time its literally like youve been disconnected and you have to spend AGES turning stuff off and on or literally ust go to bed and hope its better next day. Dont knwo where they get their 3.5 stars from, you only have to look at their twitter to see the SHEER nmber of people who have an issue with them.
Reviewer
Angela Ditchfield
Location
Midlands
Date
27/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible company - avoid like the plague.
I only was with them as they bought the company supplying my broadband. Now I have left, they are trying to charge me for a router yet they never supplied one!
Customer service appalling, ignoring what I tell them.
Reviewer
Rafi Sheikh
Location
Norfolk
Date
26/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I have renewed my contract. The new one starts before the existing contract expires. I've been contacting Shell Broadband to correct the issue but all I receive is an automated acknowledgement.
Reviewer
Leah
Location
Belfast
Date
24/08/2022
Comments:
Avoid at all costs, got transferred from post office and it’s been problem after problem with no one at shell interested, or taking responsibility for the issues. Very hard to get through to anyone and the customer service agents give incorrect advice and are beyond useless. I could give many examples of this. In terms of Wi-Fi I am still paying for a service that does not work most of the time and I’m locked into this contract because of post offices transfer.
Reviewer
Doreen Butcher
Location
North Lincolnshire
Date
23/08/2022
Comments:
I ordered super fast broadband in the beginning of July, it is now 23rd August, and after chasing them up 3 times and getting nowhere, my router still has not been delivered. I rang them 3 times today, cut off the first attempt 2nd attempt I was n hold for 30 minutes so I rang off, 3rd attempt after 15 minutes no one answered the phone, cannot even ring them to cancel the contract
Reviewer
Matt
Location
Plymouth
Date
23/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TERRIBLE - I didn't think in 2022 it was possible to have such a joke in place of broadband in a major city (have had previous providers 10x better).
First time writing online to complain about something too, who has time for that?! Well it it saves you the speed, service, reliability and headache woes... hopefully these 30 seconds have been worth it!
Embarrassment.
Reviewer
Simon
Location
Bruton
Date
22/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The worst customer services I have every dealt with, rude, law breaking (some of the call staff refuse to do a SAR on request and many have no idea what it even is) The reliability of their internet they inherited from the Post office. DONOT DEAL WITH THIS COMPANY
Reviewer
smith
Location
wakefield
Date
22/08/2022
Comments:
absolutely terrible service its not me that is a customer of shell it my mother-in-law who is currently no longer living in her home as been taken taking into a nursing home. i asperate that for confidential reasons they cant speak to us but she is not able to speak to them and they can see that she as not used her phone for 12mths but still want let us cancel the phone. SO RUDE
Reviewer
Patrick
Location
Manchester
Date
22/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete waste of time this company, they offer you a deal then increase it straight after you have accepted the deal, stay away from this company, proper misleading cowboys
Reviewer
Sean
Location
Birmingham
Date
22/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought post office service was bad but she'll take the biscuit. Absolute waste of time crappie service unbelievable after service just diabolical. Never again good ridden in December.
Reviewer
J
Location
Poulton le Fylde
Date
20/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE THIS PROVIDER!!!
Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!
Reviewer
Mala
Location
Date
20/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I change my broadband provider on a reasonably regular basis so I have dealt with quite a few different companies over the years. Shell is without doubt the ABSOLUTE worst from no connection to customer support, absolutely everything has been not bad but absolutely terrible. Please AVOID LIKE THE PLAGUE.
Reviewer
Dean Vickers
Location
Derbyshire
Date
20/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Jean
Location
Northumberland
Date
18/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can't get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn't help! I just feel they are sitting there having a laugh at struggling customers
Reviewer
Anna TL
Location
London
Date
17/08/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Never had any issues with speed or reliability, but when it came to leaving the whole customer experience was terrible. The only way to view my final bill was to log into my account, which I couldn't do because my account had been closed, and communication in general was terrible. Shell deliberately neglect to tell you until the last possible moment that you have to return the router or pay a fine. By this point I had already moved out, having decided to leave the router connected for my tenants for a couple of days. If you dispute this fine you are simply told 'it's in the terms and conditions' (that you read 18 months ago). Any company that takes customers for granted like this doesn't deserve your business! Will not be using again or recommending to anyone else.
Reviewer
Clarissa
Location
London
Date
17/08/2022
Comments:
An absolute nightmare. They accused me late payment, switched off my broadband unceremoniously. I had to prove that I made payment, then it was switched back on after 2 days. Very rude!!
This then happened again, it was just switched again, accused of the same thing. the anguish and inconvenience caused is not warranted at all. It caused me so much stress! terrible!!! No regard to customer's wellbeing at all.
I have now left Shell.
Reviewer
K Wise
Location
Essex
Date
17/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
tried to switch from Sky to get cheaper faster broadband. Shell messed up switch, totally incompetent company. customer service total mess, hours of phone calls, internal departments clearly not communicating with eachother. 2 DATA BREACHES!!! stayed with Sky! offered a very small compensation token...they even messed that up!
Reviewer
Paul 55
Location
New Forest
Date
16/08/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Taken over PO account. The basic functionality of the broadband service remains OK. Shell customer service is abysmal. Trying to contact Shell is made as difficult as possible and when you contact them the so-called customer service is extremely time consuming and unhelpful to the customer. Shell appeared to have starved customer service of resources the resultant image a customer gets is of a company that frankly doesn't care. I’m really not sure if I will renew the contract in 2023 – there seem to be lots of other more professional companies offering very competitive prices and on Shell Energy’s general performance I certainly couldn’t recommend the company to others.
Reviewer
Andy Steele
Location
Saffron Walden
Date
16/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can echo all these reviews with my own sorry tale of dealing with these charlatans. I have live here 8 years in a rural location. Originally I was with BT, and as I'm 5 miles from the exchange on ADSL I had a BT Engineer spend a whole day fault repairing the line. He assured me that the best I would ever get was 1.2 Mbps download.This was useable, but at £40.00 / month - too expensive. So at contract end I went to Talk Talk, and the speed dropped to about 0.9 Mbps. I then went to Shell Energy, and the speed was about the same, but cheaper at 20.00 / month. Then last year, my speed crashed to about 0.14 Mbps, so I began a complaint. Initially Shell Energy made pathetic excuses, so I involved Resolver. I went through all the procedures & finally involved the Ombudsman. Along the way I also had a new Router sent out ( which made no difference ),and was also threatened with a fine for not returning the old one - even though I had proof of postage.! The Ombudsman sided with Shell, and blamed my poor speed on Openreach, who are outside their remit. Shell offered a "Goodwill" payment of £50.00 for me to close my complaint. The whole thing is a carefully choreographed con. The fact is that Shell bought out Post Office, and rather than pay for extra bandwidth from Openreach - they just cut everyone's speeds. As I already had next to nothing - the cut trashed my internet completely. The Ombudsman however seems to think that 0.14 Mbps download is acceptable, and despite Shell offering 1-2 Mbps, they are not in breach of any Consumer Law, and I must pay full price.! This is a true and factual review, and I have a wealth of evidence to back it up. If it prevents just one other person going through the nonsense I have put up with........then my work here is done.
Reviewer
Riccardo Seminari
Location
London
Date
15/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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 !!
Reviewer
James
Location
Marylebone (Central London)
Date
15/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Geoff
Location
Basingstoke
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Jim Brock
Location
Manchester
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
John Richard
Location
Leicester
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Victoria
Location
Essex
Date
12/08/2022
Comments:
The internet connection is horrendous. I cannot get wifi when I leave the room that my router is in. The room is only 3.5m wide, but trying to get wifi outside of that range is nigh on impossible. (I'm just in a regular flat, so its not as if I have thick walls that a signal can't get through - the signal can't even pass through an open door!) What an appallingly sub standard product. Unfortunately I'm stuck with them for an 18 month contract.
Reviewer
martin kidd
Location
llanafan
Date
12/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
nigel miller
Location
macclesfield
Date
09/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Tracy pottage
Location
Wiltshire
Date
08/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Rebecca
Location
Kent
Date
05/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Alison ryan
Location
WARRINGTON
Date
05/08/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I was a post office customer so had to switch to shell energy ( a case of necessity not choice ) The b/b is reliable to a degree but quite slow considering i pay for superfast ringing the c/s the wait time is appalling even after 45 mins iwas still waiting and was then told best time to ring 7 am why should i have to do this to speak to someone im currently looking to change
Reviewer
Jack
Location
Manchester
Date
04/08/2022
Comments:
The customer service team fail to provide a reasonable level of basic customer service.
The post office should have never of sold the services to the most incompetent provider on the market.
Reviewer
David wragg
Location
West Bromwich
Date
02/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
A Blackmore
Location
Worcestershire
Date
02/08/2022
Comments:
Post office transferred me Shell Energy. Worst company ever. Please DO NOT JOIN!
Won't create me an account. Cant see any details of contract etc. You CANNOT CONTACT THEM IN ANY WAY. No chat, calling is impossible and don't ever reply to emails. I pay £22.99 a month for fast broadband. They are supplying 9.5 speed! Emailed a week ago...still taking my money and still poor speed and no contact!!
Reviewer
Ian
Location
Preston
Date
01/08/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn't.
I've called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I'm on the line for 40 - 50 minutes, most of it 'on hold' waiting to be transferred to their 'Retentions Dept'. On 3 occasions, they've offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
To be fair, their broadband has been reliable, so I've not had to deal with their customer 'service'. Now that I have, I can see why so many others give it a good slagging off.
Reviewer
RF
Location
Bristol
Date
01/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company. Broadband is patchy at best, speed is NOT what is advertised. Sometimes you can generate 10MB connection speed, other times it just falls out completely. Web pages don't load properly, pictures and message interaction is a nightmare.
Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.
Tried to cancel but they put every barrier possible to delay you and thus fall out of the cooling-off period.
AVOID AVOID AVOID.
Reviewer
Louise
Location
Banbridge
Date
31/07/2022
Comments:
Absolute nonsense,had no issues with post office but shell is terribly shocking, do not join ever as it doesn't hardly work. Don't look forward to coming home and watching a few movies on Netflix as you probably won't make it past the first five minutes. Ridiculous.
Reviewer
angryoap
Location
Dorset
Date
30/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Finally received my Ombudsman cheque today after a period of hassle lasting 6months. Unanswered phone calls, on line chat and emails unanswered just when mu landline developed a fault and they became uncontactable what a shower they have proved to be.
Reviewer
Paula
Location
BOGNOR REGIS
Date
29/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such a bad costumer service ,such a bad experience i had with shell just in 4 days never more .they are not trustworthy.
Reviewer
Paul Dales
Location
Middlesbrough
Date
26/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband I have every had. Cant contact as they make it impossible to speak with someone so used email to communicate and told my speeds are as they should be. I only stream but have no confidence that I can watch without constant buffering so have lost confidence completely. Should come with a warning when a company is this bad. Currys pc World should cut all ties and I will put this to them next time I am in the shop, sold a contract that will waste 18 months due to bad connectivity
Reviewer
Joyce
Location
Dundee
Date
26/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Deborah
Location
Stockport
Date
26/07/2022
Comments:
This is the worst broadband provider I have been with. No problems when it was the Post Office but the service has seriously plummeted since Shell took over.
I agree with all the negative comments made by other customers. I unfortunately upgraded to a new contract and am currently experiencing below minimum speeds, consistent drop outs, persistent threats of and now a final confirmation that £35 will be charged for non return of a router which I have already returned via tracked postage! Complaints do not get dealt with satisfactorily. Phone calls to this company are impossible, at least 30 min wait but when you eventually get through and get put on hold you get cut off. Emails don’t get answered, they won’t put anything in writing so you have no proof of evidence of their shady practices. Avoid them at all costs. I have reported them to Ofcom.
Reviewer
Graham
Location
North Yorkshire Dales
Date
26/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
ARUN
Location
DERBY
Date
25/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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..
Reviewer
Deborah
Location
Stockport
Date
24/07/2022
Comments:
This is the worst broadband provider I have been with. No problems when it was the Post Office but the service has seriously plummeted since Shell took over.
I agree with all the negative comments made by other customers. I unfortunately upgraded to a new contract and am currently experiencing below minimum speeds, consistent drop outs, persistent threats of and now a final confirmation that £35 will be charged for non return of a router which I have already returned via tracked postage! Complaints do not get dealt with satisfactorily. Phone calls to this company are impossible, at least 30 min wait but when you eventually get through and get put on hold you get cut off. Emails don’t get answered, they won’t put anything in writing so you have no proof of evidence of their shady practices. Avoid them at all costs. I have reported them to Ofcom and I would urge everyone who is having similar problems to do the same. The more who do this the better.
Reviewer
Dan
Location
E11 1PT
Date
24/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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.
Reviewer
Coggdave
Location
Colchester
Date
23/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Richard Elliott
Location
Weston super mare
Date
22/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
Jude
Location
Lancashire
Date
22/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Tarron
Location
Newport
Date
20/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Catherine Paul
Location
Hertfordshire
Date
20/07/2022
Ratings
Reliability
2.00 stars
Comments:
I made 2 phone calls today to shell energy, on the first call I was put through to payment department only to be subjected to 2 females with foreign accents having a conversation shouting, laughing and swearing at each other. I understand the department was in Lancashire.
Do not expect to be subjected to. this kind of customer service. Not happy at all
My query was resolved on the second phone call very professionally and politely.
Reviewer
W.Aston
Location
Doncaster
Date
20/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ive had this broadband fo a few months now,and im not happy,i need to reset every day, it buffers and cuts off through watching anything. Do not think of having shell energy as a broadband
Reviewer
Sandra
Location
Devon
Date
20/07/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The department that sends out bills for broadband needs an urgent overhaul due to me receiving my last two bills AFTER the payment due date. Even though I paid the bills the following day after receiving them Shell has the cheek to send me letters telling me my broadband account is overdue. Today’s overdue letter is dated 2/7/22 today’s date is the 20/7/22. When I rang Customer Service to complain I was told it was due to the Post Office I disputed this and was advised that there is a problem. I’m sure I cannot be the only person affected.
Reviewer
Alex
Location
Wirral
Date
20/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You will be charged a "cease fee" even outside of your minimum contract period. Certainly not industry practice, buried in the t's and c's (section 5.11).
Also a terrible quality WiFi router which has the reach of a T Rex's arms.
Reviewer
Sadly
Location
Evans
Date
20/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible, 4 weeks after they said they would connect and still haven't connected me. Internet worked fine with other company and they haven't come to fix whatever they are pretending is wrong, poor manners on phone and they even threatened to hang up the call after I said I'd be losing a complaint. They have even charged meand are not rewinding me for the pleasure of wasting hours of my time and money for 0 Internet after waiting 4 weeks. Someone needs to sue these jokers.
Reviewer
Charlie
Location
Cornwall
Date
18/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this broadband provider,doesn't go live when you are due to go live,customer service are patroniskng and rude. Constantly being spoken over,the worst broadband I have ever been with.
Reviewer
Little Old Lady
Location
BOLTON
Date
18/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
ex Post Office, still got PO router NO Customer service online or phone, incomprehensible bill/cust svc reply SORRY NOT AVAILABLE (since takeover, apparently) Why energy co thinks it can run BB anyway. THE WORST EVER
Reviewer
Matthew
Location
Malvern
Date
17/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Didn't even connect, just swapped suppliers, waited 3 weeks late now, they still haven't fixed whatever isn't working, they even charged my first bill which they promised they wouldn't until it works. Awful.
Reviewer
Berni
Location
Halifax
Date
16/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Richard
Location
Kent
Date
16/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was a post office customer and then Shell took them over. I recently had my broadband suspended (DD had failed in April) I called them up to discuss 50 mins I finally got through to someone. They had tried to take a payment twice and it failed but the email on the second failure said they would try again in 10 working days (money would have been in the account then. The call centre operative said I was on a manual payment.
So they had not been able to take any money since then. I am not one of those people who check every direct debit but know that each month there is a certain amount for bills that comes out.
But... they continued to rack up my monthly bill until today I had to pay £110 and there was no policy. They said their rules where it had to be paid. I work from home and need it so had to pay.
So long story short 1hr 40mins on the phone.
Held to ransom over their policy of suspended accounts
Billed for 4 months without knowing there was an issue
Filled a complaint with them.
Going to the financial ombudsman as I think their trading practices are a bit dodgy
Reviewer
paula
Location
goodier-webb
Date
16/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could leave no stars I would. Please avoid this company, I wish id have known just how awful they were but I thought being owned by Shell they would be trustworthy. They are unprofessional incompetent and worst of all unscrupulous. You anyone but SHELL ENERGY
Reviewer
Kr45
Location
Manchester
Date
15/07/2022
Ratings
Satisfaction
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been trying to contact over contract renewal spent 40 minutes on phone with only music and your call is important to us can't be that important if your not prepared to answer!! Will try one more time if no answer will switch come back post office
Reviewer
Alexis
Location
Canterbury
Date
15/07/2022
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Comments:
Post office was the best Internet provider i had ever had and then along came shell energy. They took over and what a shock to the system it was, our Internet speed plummeted despite us being on one of the highest speed pakages. I suspect we were down graded on the switch over and im lucky if i get a consecutive 5 hours of Internet without if completely dropping out. Overall its just not a good company. But thats not the worst of it. We recived an email saying the prices are increasing and we had 30 days to switch if we wanted to and we would get no exit fees. So we did just that the very same day, finding a cheaper more reliable company and set it all up. We even sent an email informing shell that we were taking them up on the offer to switch without fees. And then got an email telling us we ere gettng charged exit fees. I phoned and was told theres jothing they can do because its already on the system and its my fault because i was supposed to phone them before trying to switch and ask to be let out of the contract.which is not what ofgem states. I do not have to ask permission to switch, and the only time i need to inform them i am switching is if my provider doesn't use openreach cables. So no im not pleased at all with this company
Reviewer
Kate
Location
Norfolk
Date
15/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't even login to my account. Was transferred to Shell when Post Office sold their phone and broadband to them last year. They must be the most incompetent providers on the market. Deal ends soon so I'll be outta here!
Reviewer
David Barbour
Location
WISTASTON
Date
14/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Hames Brocklehurst
Location
Manchester
Date
14/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever dealt with. Had no broadband since 20 May ( now 14July) . No explanation from Shell. They have not responded to letters or on- line attempts by myself . You wait on phone until you give up. Dreadful company.
Reviewer
Cordell
Location
Bournemouth
Date
14/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services, despite trying to contact them daily.
After a month forced to switch to another provider. Months of arguing about my bill followed. Referred to Ombudsman, and reported to Ofcom. Awarded £75 for inconvenience caused.
There is a reason that they aren't part of Ofcom's automatic compensation scheme!
Reviewer
Ruth
Location
DN104JL
Date
14/07/2022
Comments:
This company is rubbish, do not touch them with a bargepole. Been with the Post Office for years, next to no problems, since Shell Energy took over absolutely appalling service
Reviewer
Michael
Location
Chesterfield
Date
13/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unable to leave no stars. Cancelled broadband on 27th of April. Still took £25 out of my account in May. Was promised a refund on 16th June said it would take upto 10 days(when i finally managed to speak to someone)Didnt get refund. Surely keeping customers money is illegal. I hate the fact they have lied and cheated me out of my money but i know it wont do any good contacting them again. Wouldnt trust Shell ever again wouldnt buy energy or anything else from them. Worst company ive ever dealt with.Appalled how they can get away with it.
Reviewer
douglas gurney
Location
Hemel Hempstead herts
Date
13/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No problem with post office but once shell took over speed down 30 to 45 minutes on the phone to get through they cant help you put you onto someone else phone goes dead teriable firm will be looking elsewhere
Reviewer
JO C
Location
Oxford
Date
13/07/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I cannot fault Shell Broadband. After reporting a fault on the line of Friday, the technical team arranged for BT to attend between Tuesday - Thursday the following week, BT arrived at 9.00am on Tuesday and fixed the fault.
You cannot beat Shell Broadband the cost for Ultra fast broadband, and it works !
The call centre are professional in answering your queries, it does take a while to get through.
Reviewer
tania
Location
london
Date
13/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the most frustrating experience.
horrible customer service, they told me I would get a £20 compensation, plus £15 credit. When I call to double-check they told me that I said that I (myself) didn't want the compensation that was promised. Had to stay on the phone to try to get my money back.
To get this wifi I had 3 different technicians at my house and more than 10 hours on the phone, more then 2 months to get it.
Is 2022. I live in central London. this should be easy.
Reviewer
Mikhaila
Location
Essex
Date
13/07/2022
Comments:
This is not only the worst internet service provider I have ever been with - it is the worst company I have ever dealt with. Please avoid. The internet cuts out up to 12 times a day. They make you pay for a number of engineer visits that don't fix the problem before you can even think about cancelling. You might as well chuck your money down the toilet. I was advised by customer service that I had a specific agent that would deal with my query and fix the issue... he promised to call the Monday before last and he did not. Never heard from him again.
Reviewer
Hilary Burton
Location
STAFFORD
Date
12/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting customer service. In short I have had major issues with internet connection and phone line; the problem has mainly been since Shell took over from Post Office. Interrupted internet for 4 months and very slow or no connection for long periods, interference on landline also. After trying everything that was suggested and a total of 4 engineer calls to the property and a new router we eventually got a better service.
Due to the loss of a service that I was paying for and not getting, other than intermittently, and the amount of time wasted trying to get through to customer service I decided to ask for compensation. I started this process in April and, after various misinformation from customer service staff, I have found out today that I am not entitled to any money back! I find this strange as I had previously been told that the amount I had agreed on had been reduced and that it was approved and in the hands of the finance dept. I have made numerous calls in order to chase this up with no communication initiated from Shell; funny how quick they were to contact me to say they wanted money for the router I had supposedly not returned.( I had evidence of the return)
I strongly advise people NOT to use Shell as their internet or phoneline provider.
Reviewer
DGM
Location
Bucks
Date
11/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broadband speed no where near predicted. Broadband service dropped out and cut out everytime we had an incoming call (new provider doesn't).
Left after a year and they owed me money, which I got fed up waiting for and so had to remind them, they said I would get it in 10 days it took nearer twenty.
Reviewer
Rae
Location
Oldbury
Date
09/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.
Reviewer
Nick
Location
Leicester
Date
09/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Have had no end of problems with it being and intermittent fault they finally read replacement router I have reported them to the ombudsman and have £50 back off of them so anybody having a problem get in touch with the ombudsman and have them sort it
Reviewer
Doug Sainsbury
Location
Yarm
Date
09/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Yes totally agree.Shell unable to provide a reliable connection and let's compare with buying a vehicle and it breaks down every 15 minutes. Well not one person would keep it and if within the first day this was a regular feature then it is unreasonable to expect that customer to continue with that dealer or service.
Reviewer
Shaine
Location
Stanley
Date
09/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst broadband going ever since it changed from the post office to this ive had problems all the time and when i ring up 4 different times shell energy gived me different options all 4 times and wants to charge me £65 for an engineer to come out and see the fault and im on the post office monitor still but they wont send me there monitor untill the engineer say i need a new 1 even though ive had connection problems for months now and if i want to leave them they are charging £300 just to leave the broadband its so ridiculous
Reviewer
Robert Browne
Location
Buxton
Date
07/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Do not use this company, you have been warned! worse than TalkTalk, Blatent lies about speeds, promised 14 day get out clause if not happy which again lied about, 3 hour waits on phone to complain, claimed they didn’t receive the router back even though I had proof of postage, loads of apologies but no refunds or compensation, absolutely dire customer service
Reviewer
Carol
Location
Dudley
Date
07/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Just when i thought i had finally sorted out all my problems with Shell Energy had yet another demanding letter to return the router which i already had returned it after waiting for a return bag. Ongoing nightmare! Lots of problems with this company when you come to leave them.
Reviewer
Rehbein
Location
Hereford
Date
07/07/2022
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been a very satisfied Post Office Home Phone customer. Since Shell Energy is my Broadband supplier my Internet disconnect from my devices which are latest editions, frequently. Not happy.
Reviewer
Alex
Location
Iko
Date
06/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Broadband connection dropping out every 15 minutes. Cheap modem.
Reviewer
M C
Location
Manchester
Date
06/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Wifi is fast, but drops out at least every hour. Router stays green but no internet to any devices. Customer service has been abysmal. Advised that wifi was not guaranteed and because it was still providing a service via ethernet, it was not a problem. Over 2months on, they are now sending a booster which may solve the problem, but was not required with my previous provided. Definite issues with Shell router software.
Reviewer
Iolanthey
Location
Dewsbury
Date
05/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful broadband, intermittent connection via ethernet, no WiFi, staff are useless with an algorithm to follow that provides excuse after excuse with delay after delay to keep you long enough to mean Yr contracted in. Avoid avoid avoid
Reviewer
Jack
Location
Colchester
Date
04/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful, the product that the sell in my particular area is unfit for purpose, their customer service team is atrocious and I sometimes have to pay for a service I don't receive for a week at once. Avoid like the plague
Reviewer
Kyle Ashton
Location
Gosport
Date
04/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Literally taken over a month to leave these guys... they are impossible to shake... only just been able to pay the final bill but its been such a nightmare it wouldn't surprise me if someone hasn't done their job right and they try billing me again for some other random charge.
I first tried calling customer support around 6 weeks ago to let them know I want to terminate all services. Sat on hold for 2 hours and then when someone picked up I could hear a dog barking in the background. They proceeded to instantly mute their phone and the line was silent for 2 minutes with me sounding like an idiot repeatedly saying "hello?". They then just hung up and the call ended. Rather than sit on call for another 2 hours I thought I would give an email just to cover myself and show I tried calling to indicate the date I wanted to cancel from.
The email communication was a little faster than the call - took around 7 days... lol.
When I received email communication it then took around 3 - 4 back and fourth messages just repeatedly telling them "I want to terminate absolutely everything and pay any final bills". This was said so many times until they finally got the picture.
Whatever you do just avoid these people... I was a post office Internet customer before they handed me over to these guys... absolute waste of space. Go with literally anyone else. Save your brain cells.
Reviewer
Melanie
Location
East Devon
Date
02/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was a happy customer of Post Office broadband in an area with terrible broadband. Shell took over. I resisted going onto one of their plans as FTTP was being installed in my village (another nightmare). Fibre installed successfully so I gave notice to Shell. Since then I haven’t received my £60 refund for rental paid upfront but they have hassled me for my router. They told me to use “the returns label in the box”. I have had the router since 2014. I rang & was told to ignore the letters. Today I learned I was being fined for not returning something I never got from them. I’ll happily sue them. Avoid Shell Broadband at all costs. Customer “service” is appalling, internet drops out multiple times per day & staff lie. Takes ages to get someone to answer the phone. Delighted I switched to a dedicated FTTP provider and ditched these charlatans.
Reviewer
D
Location
Southampton
Date
30/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell bought out Post Office broadband and our Wifi has been terrible ever since. Our internet randomly stops working day or night, and often for an hour. I’ve never experienced such poor quality service with any other broadband provider.
(Oh, and Shell now also provide our landline service, which had worked perfectly for 20 years. Recently our landline was down for TWO WEEKS with no explanation or apology from Shell.)
Reviewer
A Renshaw
Location
Vicarscross
Date
30/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a joke my farther in law regasted blind and deaf and 93. Migrated by the post office to Shell. get letter saying you have not paid you bill.not had bill yet happen every time bill arrived 3 day's later.closed account with them now say will charge him £35.00 for the modem he has never had.he only had a phone no broadband. Trying to get the thick customer service to understand this is impossible. They only have to look back on the old bill's to see this.the CEO for Shell energy as a international companie is a joke. Will now have to take this up with Offcom. Need to get staff that understand customers problems.
Reviewer
Mrs N Holland-Bailey
Location
Shropshire
Date
29/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Unfortunately I was transferred to Shell from Post Office Phones. The service received from post office phones was excellent, sad to have been moved.
I have had no phone or broadband for 4 weeks now,it took me two weeks just to report the fault as no one answering phones, when eventually got through I was forced to make an appointment before they would pass the fault to open reach, had to wait a further week for the appointment, the fault was not in my house but along the outside line. Engineer did not fix fault on my appointment day, next appointment was another week along but due to my work commitments I cannot be at home all day, open reach sent a text with the new date that I cannot make, I cannot reply to this text other than with the word change, I have done this only to be informed I now have to contact Shell again to re-book, the fault is already confirmed as not in the house, this is ridiculous. I have no mobile phone signal at the house so have been completely cut off from all means of communication for 4 weeks and cannot remain in friends houses for hours waiting for shell to answer the phone! I have never before encountered such a dreadful service from any provider that I have used. I so far have been unable to contact shell - again! to rebook, and open reach have sent me a confirmation text for my cancelled apppointment, if I am not home shell have already informed me at time of first and only conversation that I will be charged £65.00 on my phone bill if not in attendance.
I cannmot change provider until the line is fixed, this is absolutely appalling. I will not be paying any £65.00 fee for their own dreadful inefficiency, they will need to take it to court.
I cannot recommend this company, all may be ok while your phone works but the service provided when not is non existant.
Reviewer
Nicholas bench
Location
Durham
Date
29/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with shell energy broadband since the 27th of this month their broadband does not work they are trying to charge me £359 to cancel for something that doesn't work for anyone this concerns do not use shell energy broadband they are w***
Reviewer
Patrick
Location
Aberdeen
Date
28/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
The worst customer experience ever. Passed to 3 different people none of whom knew what they were doing apart from making false promises to get rid of you regarding help. Just kept passing me on and behaving in a totally robotic way. Most of them should never have been allowed near a customer. This is the worst customer service I have ever known. Was with the PO for many happy years but forced to migrate to this awful Shell Broadband. Keep clear of them.
Reviewer
Derek
Location
Poole
Date
28/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The absolute worst company I've ever dealt with .
To use the word useless would be a compliment after what I've been put through over these last few months.
From beginning to end , they've messed up everything.
They took money they shouldn't have , and then told a pack of lies about issuing a refund.
They actually lied !!!
Basically I would call them criminals, hiding behind the name of a legitimate company.
I'm now with Plusnet , and so far they've been great .
Once bitten twice shy .
Shell ain't gonna get their teeth into my hard earned cash ever again !!!
Reviewer
M B
Location
BIshops Castle
Date
27/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since moving onto Shell from post office broadband.
Had terrible service and charged 7 pounds more èven though I was told it would not increase .
Just lost my husband to cancer and this week end Shell broadband rang me and said my contract ended March so it will cut my service 25th July ho find yourself another provider . Two days earlier I spoke to them and it was agreed a new contract 1 months free and 19.99 a month. I agreed to wait 2 weeks so this call set me back a bit at the week end . Heartless they were . Hope they fail soon
Reviewer
Pete williams
Location
West london
Date
27/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Became a unfortunate customer when mypostoffice broadband was taken over by shell energy. Since then, my broadband speed has halved.
Shell energy has prooved to be impossible to contact by phone and they do not respond to emails
Reviewer
Steve
Location
Sussex
Date
26/06/2022
Comments:
Terrible company. no respect for customers. I cancelled the account due to moving home. They took the final payment at the end of the month after I cancelled then came back for more without any help how to pay as direct had been closed. They failed to supply the returns label for the useless router despite several requests and following their assurance it had been sent or was on its way. I now have a further demand to pay for the router. Why would they ever want that back when they can charge you for it? The returns policy for the router is in their financial favour. They continually fail to read and then understand what has been sent them. Several times no reply was received.
This company has been more difficult to deal than all the others involved in moving. I cannot ever recommend them. Even one star is to many.
Reviewer
Michelle N
Location
East Sussex
Date
25/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband was all right but returning the router was a nightmare as they kept asking for it to be returned, or for me to call them about the return, when they had already had it back for over a week. Admin is dreadful generally, wasted a lot of time contacting them because of their appalling processes.
Reviewer
Kahlan
Location
Hampshire
Date
23/06/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had a generally good experience with Shell Broadband for our 12 month contract - internet was reliable, and faster than we were paying for. Relatively good value. Never had any issues with dropouts or poor coverage. We were very happy with this provider after being with Virgin Media (unreliable and slow) for several years.
The issues have been with customer service since the contract ended. I have been chasing a final bill for almost a month now, despite being told the bill would be issued within 10 days of the contract ending. An extra Direct Debit payment was taken almost a week after the contract ended. I was never sent a return label for the router, despite me asking for one three times, and I am now being threatened with a £35 fine for not returning the router in time. The Live Chat feature on the website is never available so I have had to phone customer services several times to chase the bill and the label, and every time I get "they're on the way", and nothing ever shows up. Very disappointed as the internet itself was fab, but the stress of having to chase them like this has put me off ever using them again.
Reviewer
Andrew
Location
Northampton
Date
20/06/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I was one of those switched over from the Post Office to Shell.
Overall, my service has been good with fibre in my area. I don't remember the last time the internet dropped for me.
However, it is near impossible to get them on the phone! Been calling multiple times a day and have been waiting for over half an hour.
I am definitely moving to a more established ISP, with significantly better customer service.
Reviewer
Carol
Location
Dudley
Date
19/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Left this company on may 17th and was still charged another months rental on May 25th which I am having trouble getting refunded .Had a threatening on June 18th about returning the router although I was waiting for them to send a returns bag
Awful company
Reviewer
Claire
Location
Glasgow
Date
17/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
Reviewer
Ian
Location
Hinckley
Date
17/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My mother in law relies on wi fi for various devices like Alexa, so we can call her 100 miles away between visits.
The reliability of wi fi was poor, kept dropping out, she was paying way over the odds £20+ compared to other providers. But the worst was the lack of help upgrading her to fibre, the agents offered to call her but never did.
Reviewer
kathleen sullivan
Location
Fulham
Date
16/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So far I've been with Shell for a short period of time having previously been the the Post Office, which was excellent. Unfortunately they handed over to Shell. It's been nothing but a nightmare. Slow, unreliable, customer service queue too long and the final straw.....trying to pay my bill I use the website to view my bill of course before paying. Each time without fail, it didn't recognise my email address, then didn't recognise my password, when I tried again and it accepted both of these, I got a page saying OOPS SOMETHING WENT WRONG, try again later. Tried later, same problems up to an hour trying to get to my bill, finally get there and go to pay and informed "your have no outstanding bills' having only received an email a day before asking me to pay!! So fed up I decided to switch to another provider, who by the way, is far cheaper. Shell had the nerve to try and charge me exit fee of over £100 justifying this by telling me, I could have called, or had a chat, if their website isn't working. I do not pay bills without viewing them first and cannot access this without wasting an hour. Basically they're brushing me off and blaming me instead of fixing they ongoing website problems. This is now becoming the norm for most big companies, I am now in the process of discussing with the Ombudsman.
Reviewer
Graham McNeill
Location
Wimborne
Date
15/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Wi Fi kept dropping out from day one. Phone calls to customer services went unanswered after 30-40 mins. Router adjustments made no difference. Finally got pair of wi fi boosters from Shell Energy which helped stabilize the wi fi performance except on my Smart TV which is pixelated on specific stations. I regret changing from previous supplier which was problem free but more expensive . Lesson learned
Reviewer
Jonathan Colnan
Location
Lancashire
Date
15/06/2022
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
On occasions there has been a long wait for customer service, and for a while there were problems with the WiFi. However, these were sorted out by an engineer and all is fine now. Shell Energy Broadband is very good value and I am happy to be with them.
Reviewer
Kevin Beale
Location
Gwynedd
Date
14/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Shell bought the company that supplied my broadband. When I cancelled they wanted a full month of fees plus an extra fee of £35. I contacted the complaints department to enquire about this and got the usual…. Due to high volumes of customer enquiries……got a reply on June 7th….however I got the threatening email from a debt collection agency on 20th May….and it turns out that they want the money to dispose of my 3 year old router…… what a grabby corporation.
Reviewer
Snogmerry
Location
Borders
Date
14/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would rate nil if I could. THE worst service AND customer service I have ever encountered. Hassle started in December with the "super fast" fibre broadband that wasn't. Utter garbage and broken promises from them ad I tried to resolve with them. Finally gave up and moved to another provider. Accepted Shell's offer of compensation. And here we are in June. Still no compensation. Still not resolved. They are utterly, utterly dreadful.
Reviewer
Leslie Foster
Location
Prestatyn
Date
13/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
Reviewer
dave
Location
staffordshire
Date
13/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Have a line fault Shell aranged for Openreach to contact me when they are coming, waited three days but no call from anyone. Have tried to phone Shell six times. waited at least 30 minutes to 45 minutes not answered. fed up with this so called caring company, off back to another provider
Reviewer
Shahin Hussain
Location
Rochester
Date
13/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left shell energy broadband on the 5th April and switched to another provider. On the 12th April I got charged for my monthly broadband fee of £18. I rang on the 19th April and was told to wait for a final summary. I rang on the 11th May and explained I have not received anything. I was told I had to request a refund. I rang on the 18th May and was told there is a process to refund. I had to wait 10 working days for a refund. It has now been 10 days on the 1st June. First handler told me the refund was only approved yesterday on the 31st May. I would have to wait 10 working days. I told him this is unfair and not acceptable. I asked to speak to a line manager and wished to complain. He told me I could not and that he could not put me in touch with a senior manager. I feel like this has not been handled very well at all by your customer service team. It has caused me a great deal of stress and no faith in the company. Avoid this company at all costs
Reviewer
Dissatisfied Customer
Location
RICHMOND
Date
13/06/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the unfortunate people 'sold' by MyPostOffice to Shell Energy. Seamless changeover promised wasn't, was without service for 2 weekends. Emails keep getting 'Delayed Mail' message. Have left several email complaints, only one responded to, to sign me up for a new [allegedly cheaper] 18-month contract, but bill came for old rate. No response when I asked for corrected bill. So very disappointed that MyPostOffice have landed us all in this.
Reviewer
Antoinette Kelly
Location
Rochdale
Date
11/06/2022
Comments:
I have only been with Shell for a month. I went the first week with no service at all. After many stressful calls on hold and emails the engineer came out and it hadn't been switched on by Shell. I thought it would be fine then but drops off constantly all day and night. Using all my mobile data to compensate. They tried to charge me for the week with no service so had to spend time sorting that! I said after the first week of no service i wanted to cancel my contract but was told my cooling off period finished before Shell was active? and I would have to pay over £300 to cancel. Shouldn't the cooling off period be when the service is on so you know if you're happy with it?
Anyway If you haven't joined Shell I would not recommend it. In my opinion this company needs investigating. From the reviews I have read there seems to be an awful lot of unhappy customers. I certainly won't be staying but it's going to be a long 18mths before I'm out of contract.
Reviewer
Carol Cameron
Location
Thorpeness
Date
11/06/2022
Ratings
Satisfaction
1.00 stars
Comments:
Absolutely hopeless! Since Shell took over from Post Office I have not received a bill,Direct Debit set up with Post Office not been honoured,no success at finding out amount owed!I just want to pay!!!!
Reviewer
Sophia Rumble
Location
London
Date
11/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell has not been taking out their payment on time and waited for two months before doing so. I have called Shell on many occasions, and still no improvement. The service is awful and I WILL NOT be renewing my contract. I had no such problems with the POST OFFICE. It takes over an hour before calls are answered.
Anyone reading this AVOID Shell broadband.
Reviewer
Carol
Location
Reading
Date
08/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This provide is rubbish. Avoid. The service doesn’t work. I cannot hold a video call. They deny any issue. The service is appalling. They don’t event allow cancellation due to rubbish speed.
Reviewer
P Rodgers
Location
Newcastle
Date
08/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Absolutely terrible customer service. I found it impossible to notify them that i was moving home. Tried email (no reply) and long waits on phone(only to be cut off after a long wait). The only response i got from them was when i cancelled my direct debit. Now they want their router back which fair enough, is in their t & c’s. But i have never been asked to return a router yet and i change ups every 2 years or so.
I honestly can’t believe they are still in business with their attitude towards customers. By the way - this is the first time i’ve bothered reviewing a company in 30 years of having the internet (I started on the old dial up systems) since i normally take problems on the chin.
Reviewer
Dean rigby
Location
Widnes
Date
07/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
John Lane
Location
Brentwood
Date
07/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Into the 3rd hour of phone call spoken to. 6 people with no authority to cancel a non service since feb22.Numerous calls, visits and broken promises. Trying to terminate service. They are want to charge me £71 early termination charge for the non supply of service. Never again
Reviewer
Arthur meadows
Location
Lowestoft
Date
07/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Emmanuel
Location
Ipswich
Date
04/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It’s even worse than post office!!! Don’t spend your hard earned money on this crusty broadband company. Absolute bog I tell ya. Takes forever to load and sometimes restarts on its own. Please, for your health and safety don’t get Shell Broadband. If this is the same company that does fuel they should stick to their day job and don’t try to make wifi routers
AND DONT EVEN GET ME STARTED ON CUSTOMER SUPPORT.
Please save yourself. I can’t even leave. I’m stuck in this wack a** crusty weak old broadband loophole.
Reviewer
Tracey
Location
Bristol
Date
04/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband cannot even manage to maintain a video call. Got told I could keep my number then I can't.
Spends literally hours on hold being passed from one department to another and then back again as they don't know what their doing. I was misquoted early termination fees so decided to bite the bullet and leave, only to be told I eoukd have to pay £270 to end the contract early.
Reviewer
Caroline
Location
Berkshire
Date
03/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is totally unreliable. Constantly dropping of video calls. People cannot hear me. Unable to download. They deny there is an issue and keep fobbing us off. This service is useless. You are left waiting on hold forever and no one wants to help. Avoid this supplier.
Reviewer
M
Location
Wirral
Date
01/06/2022
Comments:
Absolutely useless company I have broadband gas and electric with them.. I wish I had read the reviews before starting a contract with them.they keep suspending my service even though my account is in credit.i have wasted hours trying to speak to customer service. AVOID AVOID AVOID
Reviewer
C
Location
Reading
Date
01/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company. They took over the post office as I left. Due to this an automatic account was set up, I have cancelled this account however they have taken money out of my account with our authorisation and every time I call I wait an hour to speak with someone for them to tell me I will get a refund only for it to be bounced back each time. Terrible customer service. Still waiting for my refund.
Reviewer
Amber
Location
Surrey
Date
01/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
This review is regarding my dad's broadband with Shell which was migrated over from the Post Office. He s elderly (90 years) and hard of hearing. He asked me to call Shell to query a charge of £10 which was listed as alternative method of payment (despite £38 taken by DD for the broadband package). I called them one day and was fortunate to get through after 20 minutes but was refused any dealings as it was not my account. So I had to visit my dad and called them whilst there BUT nobody answered the phone (45 minutes). What a waste of everybody's time. They kept playing same monotonous message of how busy they were. Yet earlier that day, I was HOUNDED by 5 phone calls from them (as I am myself with Shell energy) wanting me to install a smart metre. They clearly had the sales force on the prowl but not having enough bodies to deal with queries. Shame on them. Now I am in catch 22 as I cannot speak to them unless I am at my dad's, yet when I am there the phone may not be answered.
Reviewer
Aj
Location
Medway
Date
01/06/2022
Comments:
Wow!
A company to avoid.
If you like stress, go for it.
Most Impressive unprofessional company. Rubbish service all round
It's an oil company not a tech firm. They haven't a clue
Leave them alone, unless you're arms dealing and trying hard in politics.
Reviewer
jim hogg
Location
West Cornforth
Date
30/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Been with them for nine months of an eighteen month contract. Paying £32.99 a month and the fastest download speed I've recorded has been 4.2Mbs/sec. Much of the time it's much lower, often in the low kbs region. And now I see they're currently offering "fast" broadband (ave d/l speed of 11 Mbs/sec!!) for £17.99/mth on an 18 month contract. Very unimpressed with the price I'm paying and the snail's pace download speed, and will certainly not be renewing at the end of my contract.
Reviewer
Jeremy
Location
Widnes Cheshire
Date
30/05/2022
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very poor customers service.
Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
Beware of this company - was OK when run by Post Office.
If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!
Reviewer
PP
Location
Gtr Mcr
Date
30/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell Energy Broadband is the worst company I have ever tried to deal with. It is almost impossible to speak to the right person or get anything like a timely response.
Former Post Office customers who were transferred to Shell should band together to form an action group, so that that their host of legitimate grievances can be presented in a structured manner.
PS your star ratings should have a zero or negative option!
Reviewer
J
Location
Mytholmroyd
Date
30/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Absolutely terrible customer service that won't deal with complaints or agnolage/engage them.
Reviewer
Carol
Location
Reading
Date
29/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service has never worked since it was installed. Shell deny there is a problem. I cannot hold a video call anymore with work. The customer service is appalling. Do not switch to this provider.
Reviewer
Mary
Location
GU27 1JF
Date
28/05/2022
Comments:
Customer service non existant. Don't know how to leave without paying penalty. (Don't know how long my transfered Post Office contract has to run). Will never use shell anything again. They have made me ill with worry. They infer I am lying when I complain.
Never use Shell.
Reviewer
Roy
Location
Cumbria
Date
28/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Avoid Shell Energy at all costs. My problems began when my Post Office telephone account was transferred to Shell Energy. They have difficulty in posting out invoices/bills after they have been printed. For example, the latest bill sent to me was dated 22 April 2022 and it said payment was due by 09 May 2022. Very reasonable until they delayed posting the bill to me. I received it on 10 May 2022, one day after the specified payment date!
I took the bill to my local Post Office on the 10 May and used the bar code on the payment slip plus my debit card to pay whatever was required. I have a receipt from the Post Office to confirm the payment.
I received a text message from Shell Energy Broadband on Friday 13 May at 16:24 threatening to suspend my phone service - this has persuaded me to change suppliers. Another threatening text arrived yesterday claiming that I owe them £6.42. I cannot wait until my new provider takes over.
Reviewer
Derek
Location
POOLE
Date
27/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
It's difficult to sum up in words , just how incredibly
badly Shell Energy take their approach to customer relations .
Basically it simply doesn't exist .
They're obviously not interested in developing any sort of communication between themselves and their customers .
They take money without being authorised to do so .
They conjure up lies that don't relate to the actual facts .
And they break their promises .
And they have the cheek to hide behind the name of a world renowned company .
Obviously Shell have somehow become involved with some tin pot broadband supplier , who has no idea to what amounts to customer satisfaction .
Making this one of the most awful experiences I've ever had to endure, whilst trying to get back money from them , they had no right to take in the first place .
Reviewer
Marie
Location
Rotherham
Date
27/05/2022
Ratings
Satisfaction
1.00 stars
Comments:
My elderly mum was having trouble getting through to customer services after receiving a letter stating her bill was overdue(She has never received an itemised bill)I rang customer services myself to ask for proper bill.Funny how you can get through to them in a few minutes if you press the number to pay a bill!!( previously mum was on the phone for hours, not able to get through) I was assured an itemised bill would be sent through the post last week, so what happened today? Another threatening letter saying if you do not pay you will be cut off.No bill again so rang today to ask for a bill again and they informed me they would send a bill out.Wouldn’t hold out too much hope.Terrible service for the elderly as no way to pay your bill( if you do actually get a proper one!)Unless over the phone or via bank.Had no trouble with the Post Office like this.Wouldn’t recommended this company , just threaten pensioners.
Reviewer
Mr sean ryde
Location
Derbyshire
Date
27/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disgusted with this shell
Had them down 2 days ago and still no Internet well they won't be getting a penny off us waste a time anyone's better by far than these muppets
Reviewer
John
Location
Northern Ireland
Date
26/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete shambles avoid like covid. Had a dreadful experience from start to finish. Had to go through the ombudsman it's the only way to get money back. They just stop responding on resolver. A shambolic of a service. Full of idiots. Avoid
Reviewer
Darren
Location
Crewe
Date
26/05/2022
Comments:
They do not care. No internet working from home. Horrendous. Go elsewhere. The staff clearly don’t care
Reviewer
Helen
Location
Crewe
Date
26/05/2022
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Comments:
I have no words. Shocking customer servicev
Reviewer
Dave
Location
Cambridgeshire
Date
26/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible service. Tried to phone them about a router password. After 30 mins on phone I was cut off.
Reviewer
John hutchinson
Location
Notts
Date
25/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, cancelled, now cannot get money owed paid back.
Reviewer
caroline
Location
windsor
Date
25/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn't happen. 4 weeks now with no internet, no refund, nothing.
Reviewer
Steve
Location
Tavistock
Date
24/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Was transferred to Shell Energy when the Post Office withdrew from the market. Promised a "seamless" changeover with no increase in charges. I was without an internet connection for two weeks and have now been wrongly charged £35. Asked to return my PO router, which I did. I was then pestered with letters reminding me to return the router and finally one telling me that as I had not returned it I was to be charged £35. I checked Post Office Track and Trace and the router had been received and signed for. Called Shell and had the usual 40 minute wait to speak to someone. Finally they answered and agreed that the router had been returned but said that I would be charged for it on my next (first) Shell bill. I explained that if that happened I would NOT be happy. The bill duly arrived and there was a £35 charge for an unreturned router. Tried contacting Shell twice by email - no response either time. I wrote a letter (recorded delivery) to the complaints department, which promises a written reply within ten working days. Eighteen days later and (you've guessed it) still no response whatsoever. Emailed them yesterday (23rd) and as yet still no reply. My next step should they not reply after 56 days will be to contact the ombudsman. The broadband connection has to date been reasonable and I have had no outages. THE CUSTOMER SERVICE STANDARD OF SHELL ENERGY BROADBAND IS DREADFUL. DON'T SIGN UP UNLESS YOU HAVE PLENTY OF SPARE TIME TO SPEND WAITING FOR YOUR CALLS TO BE ANSWERED AND BE PREPARED TO RECEIVE NO RESPONSE TO YOUR EMAIL OR WRITTEN COMMUNICATIONS.
Reviewer
Ex customer
Location
Kent
Date
19/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently left this company after my broadband was transferred from the Post Office. Lousy customer service and no details on final inaccurate bill. Do not join this company. However, even when you leave it, it does not go smoothly. Really lousy.
Reviewer
Luke
Location
CHESTERFIELD
Date
18/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company! Took over post office broadband and in the process left my Grandmother with no phone or broadband whilst still charging her, then had the cheek to demand her old post office router is sent back. Now with sky and happier for it.
Reviewer
Annette
Location
Sunderland
Date
18/05/2022
Comments:
They took over from the post office so had no choice to go with shell terrible 40 minutes to get through to customer services on 3 occasions forgot to send a monthly bill so just sent a 2 month one instead they think they can treat customers any way because they can’t leave till contract ends I have moved to bt they couldn’t have been more helpful even have a bt router still waiting for one off shell worth paying the extra to move
Reviewer
SIMON
Location
KENT
Date
17/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you're not with Shell..please don't. I have been on hold for over 30 minutes twice! I cannot get through to anyone at ll. My web entry into my account is not working. I have been overcharged since they took over from the Post Office monthly more than doubled. Don't touch them with a fibre optic barge pole! I would not even give one star...they're just not worth it!!! Absolutely awful! Words cannot express my frustration!
Reviewer
morgan
Location
LIVERPOOL
Date
16/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Customer Service is very poor. Constant long wait times and you can never speak to anyone. I will be changing provider once this contract is over.
Reviewer
Ian
Location
Cornwall
Date
15/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waste of time. The only phone line that answers is the sales one. Poor speed, unreliable connection, then we agreed to upgrade to fibre to the door at 1000 mbps only to then find out that what was booked for May 18 2022 gets put back 6 months, no one at Shell has any idea of what we do next.
Our answer is to stop paying and go with BT.
Reviewer
Alan Harding
Location
Bury St. Edmunds
Date
14/05/2022
Comments:
I have found shell to be useless.since they took over the post office telephone service. It hasn't been a service. The bill arrives on the day its supposed to be paid and then a letter arrives two weeks after payment telling you your payment is overdue and they may cut you off.absolutely dreadful. I think we will definitely be changing privider
Reviewer
Martin
Location
Peterborough
Date
13/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with SHELL Energy Broadband now for three terrible months.
I had no choice because they took over my Post Office B/b account and I could not leave.
I have nearly a year left on this rotten system.
For some reason, it is far, far worse than it ever was.
The Post Office was not good but this is a absolutely abysmal.
Even short downloaded programs off YouTube continually stop with that "Loading" message.
Music videos just stop midway and take over 5 minutes to load in many cases.
I have just tried to watch a SKY NEWS clip on YouTube which is 1 minute 45 seconds long.
It took nearly 4 minutes to load and then kept stopping!
Trying to contact Shell on the phone is totally pointless and Emails get no response.
THIS IS ROTTEN, RUBBISH BROADBAND!
Do yourself a big, big favour and go elsewhere for yours!
Stay away from SHELL, whatever you do!
Reviewer
A Renshaw
Location
Heswall
Date
12/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My 93 uear old farther had problems as regasted blind and a hearing problem.the billing arriving after the payment date
Then getting letter saying need paying now although it had already been paid. after ringing them and a 20 minutes before a response and then telling the customer services agent to stop sending late payment letters. As it you not posting bill out late the problem. still no joy customer service very OBNOXIOUS would not listening just told me to tell them pay by DD not have a problem then will he. and charged £4.85 for phone call to them.
Reviewer
Plumster
Location
North Lincs
Date
12/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Absolutely useless. My 80 year old mother has been constantly chased by them for payments she has already made and threatened with being cut off - happens every month. When you try and phone customer services they don't know what they're doing - you have to wait over 45 minutes to get through and they usually cut you off anyway. It's nothing short of harassment - I've never known such a useless company
Reviewer
P W Hughes
Location
Carmarthen
Date
12/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute terrible company. Don't get Broadband with this company, they recently took over Post Office Broadband..... and ruined it. They are a complete rip off. I am reluctant to even give one star, I would give ZERO if possible.
Reviewer
D j
Location
London
Date
12/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company our send bills after bills and do not listen to there customers they should be closed down
Reviewer
Holly Birch
Location
London
Date
11/05/2022
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Shell's Customer Service is disgraceful.
They don't operate the 'Social Tariff' as do other providers.
They did not contact me when it was time to renew my contract and since have charged me £47 a month, just for landline phone and broadband.
Their bills are badly set out and they include no email address.I have now ditched them!
Reviewer
Dsmith
Location
Barnsley
Date
10/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
only gave 1 star as no option for zero
shocking service wouldnt reccomend cant wait to leave
took over from post office in feb and had nothing but issue and bad service since
Reviewer
Elaine Ellis
Location
Sheffield
Date
10/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We are among the customers transferred to Shell from the PO and NEVER have we experienced such awful service. They do not answer the phone, they do not reply to emails except to say that it could take longer as they are receiving so many - not surprising if they treat all customers so badly! Can't wait to change to another supplier but Shell want to charge £78 as our contract does not expire till September. They do not send bills yet still take payment from our account - is this legal?
Reviewer
Michael
Location
CHESTERFIELD
Date
09/05/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company i have ever dealt with.Customer service non existant. Communication company you cant comunicate with.calls not answered after waiting 50 min at a time Passed from one dept to another unable to resolve billing issue.Been to C.A.B for advise they are taking complaint on and will go to Ombudsman.Would never use Shell again as they are incapable of running telecoms service.Please avoid
Reviewer
Amal
Location
Rotherham
Date
07/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t use this company as they answer phone when they want to sell connections. After they made contract they don’t bother about you . What ever they charge you have to pay .when you want speak to them they transfer you to different line which is never answer.
I was hold 3 different days from last week 1 hour each day no answer.
Reviewer
IMcK
Location
Scotland
Date
06/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Having been a Post Office broadband customer for many years ( sometimes not so great either ) the transfer to Shell Energy has been awful, stressful at times and even with computer systems they still get information wrong - left hand and right hand lack communication!
First they had the amount on my acccount wrong after they took over account in December, my online account was never updated till April and even then the amount of credit carried over from my Post office account was still wrong and that was after numerous calls which took on average 40 mins to get through and another 30- 40 mins on the phone for them still to get it wrong or worse say it was sorted out when it was not. I sent them the last statement from the Post Office showing the full amount and asked for a deadlock letter - they finally acknowledged that I had been correct all along! I changed supplier and they last bill I got was correct and showed my account in credit but they have the cheek to charge me a fiver to end my contract less than a month early - the hours I spent on the phone are hours I will never get back!
I have asked them to confirm by email with me the final bill as they will still be due me money so we can agree if it is correct and they then sent an email asking me to return the Post Office router which is 10 years old at least that I had to pay the post office for as it was to replace an old non wireless one - they are welcome to this old dusty bit of equipment if they send a label to return it as they say if i dont return it they will charge £35 - how does that work?
Unprofessional company who i think have taken on too much work taking on extra customers from Post Office and I know of many others who are having/have had same lack of service & are changing/have changed suppliers.
The ratings here also ask for broadband speed and reliabilty - its only as good as the Open Reach exchange and ours is old as the hills! but we still pay almost the same for the service as someone in the town with fibre etc - very annoying.
Reviewer
Rupert Segar
Location
Worcestershire
Date
06/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Recently replaced Talk Talk with Shell Broadband - big mistake.
The router has no WPS button so I could not connect it to my mother's TV at the other end of the house.
With previous broadband providers, we used the WPS button to connect an extender halfway between the router and the TV. After being given the runabout over 6+ calls I've finally been told that the WPS button will not work on their router. But because the wi-fi is working in the house that's no reason to cancel the service. What a cheek! I'll be cancelling Shell asap and will go to court if necessary.
Reviewer
Bernie Hill
Location
Southampton
Date
06/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
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
Reviewer
Nathan
Location
Midlands
Date
04/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such a terrible company to deal with.
7 Months of arguing with them before they eventually agreed they did owe me £138.
Great, at last, I thought, got the cheque in the post(Come on a cheque really?) cashed it at the bank and it bounced, returned unpaid by the payee bank my bank advised.
Emailed them twice about it now no reply.
Are they about to go under perhaps like many others have, I doubt it being backed by shell but its concerning to say the least.
Reviewer
linda
Location
glasgow
Date
04/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their 'premium router'. Due to daughter needing to access internet for uni work I requested to leave. Full 18 month contract amount taken from bank account. Complained to Ombudsman and no action taken...Shell do NOT need to provide or assist with macbook connection - only connection we could maintain was with a regular laptop that was not Apple...all macbooks continually could not connect to the 2.4 or 5g wifi...advised to purchase 'mesh' products. Part of Ombudsman decision stated "Shell hasn't acted unfairly by charging the full amount" also, Shell Energy "did its best to help troubleshoot the issues" I was experiencing. Unbelievable.
Reviewer
Declan
Location
Wandworth, London
Date
04/05/2022
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Doug Sainsbury
Location
Yarm
Date
03/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Installation date 25.04.22 speed good and that's all.Loose connection more than 6 times a day from Shell Router. Customer service poor generic and unhelpful hoping to keep you until the cooling off period is over. Have cancelled my contract as connections are now intollerable over 2 dozen today.What is the point of even paying 20p for such a terrible service.
Reviewer
Price
Location
Surrey
Date
03/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Poor customer service,in dealing with faults. One sided, long wait times to speak to teams with poor follow up once you have got through. Teams are not forthcoming on relaying reasons for issues and delay to the customer. Broadband speeds are low and WiFi turns off intermittently for no reason. Poor quality routers provided.
Reviewer
s
Location
london
Date
03/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i wouldnt give this company any stars if i could they keep sking for money for the bill they are ahead of them selfs .now getting tex saying pay or we will cut you off ,,,i was with postoffice untill they bought it ... well shell u can cut me off as no ones answers phone and if u do your rude ive been cut of hung up on then you have the cheeck to send a message to me phone saying im behind with my bill ... do your self a favour and cut me off .useless company .. DONT ANYONE GET BROADBAND FROM THEM
Reviewer
Angela Perkins
Location
Bolton
Date
30/04/2022
Comments:
My mother who is 96 years old,sent broadband bill for £104-41,she does not have broadband, I have e-mailed them not expecting to hear anytime soon.
Reviewer
Nick
Location
Bournemouth
Date
29/04/2022
Comments:
Terrible service left with a contract. Lied to us so didn't cancel when should of. Service not fit for purpose. Don't use customer service awful.
Reviewer
Ieuan
Location
Hartlepool
Date
29/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wouldn't transfer my number over so cancelled my order. I switch providers every 12/18 months and have never been told I couldn't keep my number. needless to say I have cancelled the contract and now have to arrange my cuurent provider to stop the cancellation of my current contract and look for another new provider. I won't be signing up with Shell for anything ever.
Reviewer
Elena
Location
Date
27/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
My contract started last November 2021 and since day 1 my Wi-Fi never worked. I have an opened case since 6 months because they weren’t able to solve it. I’ve called the customer service so many times and it’s just a waste of time. They kept asking for money even to leave the contract and they only sent me an engineer on February. The engineer proved that there’s no fault in my house and they still charged me for it. I’m not free to leave the company as they are going to charge me for it. They gave me some credit back but they are using it to pay the engineer and basically since I’ve received this credit my Wi-Fi stopped working at all. I cannot even see the line. This situation is creating me so much anxiety and stress. I’m not even sleeping at night time. Nothing like that ever happened to me in my all entire life. I regretted so much signing that contract. Don’t join it because it’s the worst company ever. I never received the service I’m paying for and they only keep asking me for money. There’s nothing worst than that. I wish I could come back and never sign this contract. I’m trapped. Don’t trust this company.
Reviewer
Emma
Location
Milton Keynes
Date
26/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking services, setting my nans internet was told would just be plug in and go, doesn't work needs authcation. Rang through got put through to 3 different departments on the phones for 2 hours. Joke!!! Worst services ever had wouldn't recommend this company.
Reviewer
Unhappy customer
Location
N/A
Date
26/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Spent the last two months trying to get a bill from them, constantly fobbed of with "it's running late" then received a text message demanding money saving service would be cut off, can't pay in post office without a bill! Customer service are absolutely utterly useless. Contacting ofcom
Reviewer
Angela
Location
Gloucester
Date
26/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I was transferred by Post Office to Shell Energy . Why did Shell Energy think they had the expertise to take on broadband. Like other reviewers, my trying to contact customer service is impossible. I had no problem with them until I had to start accessing via the webmail. Since then I have had to change my password dozens of time because message states for me to check caps lock and re-enter correct password. Am then told backup email address not recognised and to use a post office email. What's the point of that when I cannot access email. I have emailed a complaint, written a complaint and to date, no response whatsoever. Like other reviewers, if I could give zero star, I would. I am close to moving to another provider but the thought of having to advise everybody re new email address is putting me off. PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.
Reviewer
Steve
Location
Norfolk
Date
25/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I joined shell due to a promotion via SAGA.I then lost all internet one day about 7 weeks ago, which is very bad as I work from home. I phoned shell, waited 45 minutes for a response. They told me they would speak to OPenreach, but "if the broadband was working when Openreach arrived they would charge me £60". That evening 3 of my neighbours, (Only a few people live along this quiet lane)said they had the "no internet" for hours issue, and had already spoken to tHEIR supplier, so Openreach were coming already. In fear of THEIR engineer fixing the line before my engineer arrived,and me being fined, I called Shell and said cancel as Openreach were coming anyway. Openreach failed to fix it. The internet has now been lost for me and my neighbours EVERY day from 11.a.m to late at night for 7 weeks! For 7 weeks endless engineers have been visting the Drove, and nOT fixing the issue. MY neighbours have been given new routers (which didn't fix the issue) and also compensation; I have not as I was naive enough to cancel, a dnot waste people's time as engineers were coming anywa. I decidedto phone Shell again, they could surely SEE that the line/my internet for which I was paying had been lost every day for 7 weeks. MY neighbours (with B.T.) could access the internet logs to show the history of the "drop outs". My rotuer does not allwo that, so I asked Sheell (another 40 minute wait) for the information to back up my complaint. They cut me off, and didnt phone back. 3 days (of no interent!) later I phoned, complained, and was promised they would get the logs to me by "2pm that day at the latest". 4 days later still no contact. I then wrote an angry letter to "Complaints" that they had not fixed the internet, not offered compensation, not apologised, and not got back to me once. That was 2 weeks ago. So far I have yet to have ANY reply or ackowledgement whatsoever; they do nothing at all. Other than still taking money from me every week for a service they are not providing, and a customer help line that doesnt help, and people who promise to get back to me who never do. I have sent one more email cataloguing this appalling sequence of disgraceful "service", demanding the record of my dropouts so that I can send to the ombudsman, and to show their financial dept to verify my just desire compensation. I have still had nO response or apology or contact of ANY kind from anybosy in their "organisation". NO RESPONSE whatsoever. I am now having to seek out the address of their C.E.O to find out why their help line does not help people, why whoever runs their help line does not sack the so called helpers. I was in management for 28 years, I have truly never EVER known such complete lack of interest or effort or respect to a paying customer in my entire life. They are a total disgrace, and simply should have their licence taken away as a provider. I can only assume they are refusing to rspond because they know that once I have the evidence of the hours and days of lost interent they are aware that will take it to the Ombudsman, Gloria Hunninford "Rip Of Britain", and anywhere I can. To NOT even respond is simply unacceptable behaviour, and I have written to and spken to 4 different individuala, all of whom promised to get back to me with the logs etc, all og whom presumablty then put the phone down and tore up the complaint. So it is not one bad apple. It is symtomatic of the entire appalling "organisation". Yes, I am furious. Do NOT go anywhere near this disgusting company.
Reviewer
Chris
Location
Norwich
Date
25/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Shell Broadband at all costs .
Mis sold package 8 months ago charged me for fibre which has never been installed. Customer service a waste of time , just sitting in a queue to speak to someone… absolutely shocking AVOID !!
Reviewer
Paul Duffy
Location
Manchester - Hyde
Date
23/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
AVOID AVOID AVOID. If I could have given Shell Energy Broadband no stars I would have done. Allocate yourself plenty of time when ringing Customer Service. All I was trying to do was inform them of a change of address. I rang several times on different days at different times of the day and after waiting for over two hours listening to their annoying music I gave up still not knowing what number I was in the queue. When I finally got to speak to someone they were not helpful, abrupt and cut me off even though I never shouted or swore at them, they didn't like me telling them how bad their service is. Their online chat and email service are just as bad. I have now terminated my contract and they are going to charge me an early termination fee of £125 which I am going to have to pay to rid myself of this rubbish service. AVOID AVOID AVOID.
Reviewer
DMa
Location
Rustington, Sussex
Date
23/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beyond useless. Broadband keeps disconnecting, cannot get any help or advice or a resolution as unable to ever get through to customer services. Hours, and hours or trying. AVOID AT ALL COSTS.
Reviewer
Matt
Location
Manchester
Date
23/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have been with Post Office Broadband for over 5 years,, I always pay my bills 12 months in advance (I don’t have/utilise a landline), I have received my 1st bill from Shell!!!,, in October last year(2021) I was £268+ in credit, I pay £17 a month,,it’s now April, I know I have plenty of credit in addition to a £40 credit from the Post Office in the interim,, because of service issues. I have phoned she’ll over the last couple of days,,after 45 minutes the line is cut!,,needless to say I have not spoken to customer svs whatsoever, I also emailed Shell advising with proof of my credit with Post Office,, I received an automated email back stating I was not nor had any credit!!, I know I will be cut off for non payment, but I am in credit until at least the end of the year!!,, this is my first experience with Shell and would advise any potential new customers to STAY CLEAR AT ALL COSTS, I am unsure what to do now as I just would like to speak to somebody from Shell,,my login for Post Office will not work on Shells. Absolute nightmare
Reviewer
Coggdave
Location
Essex
Date
23/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Was with Post Office for years, could rely on their integrity and honesty.
While the service remains the same, they have lied and scammed me over new price structure.
Was promised a new reduced price if I stayed with them, didn't happen...still at old rate, can't talk to customer service, never have 2 hours to spare waiting for an advisor.
Don't believe a word they say.. obviously trained scammers employed.
Reviewer
Graham
Location
Burbage
Date
22/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband won't connect to my phone. Im even in the same room as my router. 6 feet away. All I get is that I've got to buy an WiFi enhancer. It's not there responsibility. An absolute disgrace. The customer services is so shocking
It's an absolute disgrace from top to bottom. People do not sign up for any shell broadband connection It's so poor. You never get what your paying for .I wish I had never moved to them . I've got consumer direct and trading standards on the case
Reviewer
Jake welch
Location
Shropshire Uk
Date
22/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service!! Please read the reviews on this broadband company before you make the mistake me and many others have made!! My contract started 3 months ago and I don’t even have router at my address. The have sent me 3 routers (2 to the wrong address and the 3 one is the wrong router) after countless hours and I mean COUNTLESS HOURS on hold and talking to customer service advisers they have yet to provide me with a service yet take £25 a month out of my account. I have threatened to contact trading standards and there response is ‘sorry to hear that’. I am told it’s impossible to cancel the policy without paying the full £280 contract.
TAKE MY ADVICE AND AND GO WITH BT OR SKY FOR AN EXTRA £2 A MONTH!!
Poor poor poor service. Should he embarrassed of themselves
Reviewer
Christine Nelson
Location
Stoke-on-Trent
Date
22/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Totally unacceptable service and internet connection. Customer service takes up to 45 minutes to speak to someone but unfortunately they don't appear to be able to help. Internet connection was lost for 3 weeks and I have switched provider. I'm now trying to explain the reasons and why I will not pay an early exit fee. My email address is not recognised for me to send a message, but it is on chat. Please, if you value your sanity, avoid Shell Broadband.
Reviewer
John
Location
Belfast
Date
22/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Its simply shambolic and any 5 star reviews are fake and being made by the customer service team. Avoid. They ignore you "resolver" complaints and are just woeful ive been trying to get a refund of £22 from Febuary. Shocking. I have contacted my solictior who is running a case againt them. AVOID!!!!
Reviewer
Philip
Location
Braintree
Date
21/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They don't reply to emails or complaints about end of service queries. Sent me a bill which I can't see, as account closed. They won't confirm receipt of router retained. They won't answer a query on the bill. The CEO has failed to help.
Reviewer
Grant
Location
BEDFORD
Date
21/04/2022
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute garbage customer service useless slow speeds cuts out drops
buffers on netflix getting 2.5 to 20gb speed instead of 40gb
online chat a joke they cut you off
phoneline given is now an answerphone
Reviewer
Peter
Location
Southport
Date
21/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a complete joke this fibre plus broardband,keeps buffering, unreliable and customer service,what service.constantley put on hold and the tech team won't fix the problems.find a better company who have great service,reviews on here tell the same story rubbish and very slow broardband.
Reviewer
Russell
Location
Plymouth
Date
21/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Customer service is absolute useless. I was on the phone for an hour then cut off resulting in me wasting an hour of my time. Called again and still nothing for over an hour. Once you do get through to someone it is an Asian call handler I had to constantly ask to repeat themselves as I had no idea what they was saying. Moved over from Post Office Telecoms which were a lot better compared to this rubbish company.
Reviewer
A Mack
Location
Northern Ireland
Date
20/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Endless problems with the telephone line - eventually we were unable to receive incoming calls. Telephone customer service representative continually talked over me, not giving me the opportunity to explain what the problem was and was extremely patronising.
I was a Post Office customer for years but the takeover by Shell has been dreadful. Am now in the process of changing provider.
Reviewer
Scott revans
Location
Ayrshire
Date
19/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do i start
Speed max is 20 mbps
Emailed multiple times to complain. No reply.
Phoned and Put through to technical. 1hr20mins im still on hold.
Have now cancelled and moveing to new provider.
Reviewer
Molly
Location
London
Date
19/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shell Energy is the worst company I have ever been with for Broadband Customer Service.
During my contract they tried to upgrade me to Fiber "at no extra cost"
When I pointed out that had I wanted Fiber I would have applied for it the guy replied but it's free.
I then pointed out this would tie me to Fiber deals in the future if I wanted to move company.
After going off to check he said yes it would.
The guy said he would cancel the upgrade however I got another email saying that BT were unable to do the change over and it had been delayed by a week. I called and again they cancelled the upgrade.
About a month later I got a message to say the upgrade was happening the following day. Again I called them to cancel. The guy could see the messages on the account and said he couldn't understand what had happened.
I have now left Shell Energy so they sent an email to say they had asked for the Router back and not recieved it.
They then sent a label via email however not having a printer I had to find somewhere to print it so took a few days before I posted it.
They recieved the router well within their 30 limit yet 12 days after the P/O confirmation saying they had recieved the package I got an email to say they were charging me £35 as they still hadn't recieved it. I spent 45 min on the phone on hold to be told I needed to prove I had sent it. The credit which was due as I left halfway through the month has now been delayed as they added on the £35 charge to my bill & refunded it the same day.
I called today to speak to complaints but the guy couldn't do much or put me through to anyone higher.
I have given 2 stars for most things as I needed to give a worse score for customer service.
Reviewer
Jean
Location
Kent
Date
19/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service - a number of outages which made me decide to find another provider. Two months later I am still waiting for a refund from Shell despite numerous emails & chat. Their latest excuse not to refund me is that they are claiming I didn't return the hub, despite it being returned tracked. Useless "customer service". If I could leave ZERO STARS, I would. AVOID.
Reviewer
Zoe Hodgins
Location
Tamworth
Date
17/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Graeme
Location
Birmingham
Date
16/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service. I had no internet for a month. I had 4 unanswered emails and had to spend hours on the phone to them. They never called back when they said they would. Complete incompetence. Avoid!
Reviewer
Lassy
Location
Wales
Date
15/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When you see SHELL name RUN! RUN WITHOUT LOOKING BACK.
Shell is one of the worst internet providers if not the worst. They give you a cooling off period so you can cancel the contract without any fees, but they will not provide working internet until the cooling off period is done, and when you see how slow and bad their internet speeds are and how customer service is bad, then you are stuck you can't leave because they will ask you a penalty fee that will make you cry. RUN RUN RUN don't look back.
Reviewer
John
Location
Nottingham
Date
15/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Couldn't recommend this company ever month chasing them for a bill was a post office customers before shall be looking for a new supplier full of false promises never get paper work just a nightmare each month will not admit there's a issue with the billing
Reviewer
Jon
Location
Bristol
Date
15/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a joke. Don't waste your money. Drops out all the time, every 5 minutes or so throughout the day, making it impossible to work from home smoothly - even sitting next to the router. Seemed to get even worse once in our final month of contract since we told them we were switching to another provider!
Reviewer
ron brandman
Location
woking
Date
14/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Shell energy customer service is hopeless.At least 1 hour to wait before they pick up the phone.At least an hour to wait till you through on a chat line.never less than 40 people in queue.Hopelessly understaffed.
Could not solve a simple phone problem for me in 2 weeks.Said it was solved but it wasnt.
I have had enough and am moving every thing to talk talk.I was through to their customer service immediately....no wait
Reviewer
Alex H
Location
Manchester
Date
14/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
DO NOT USE! Took over a week to get us set up after the go live date because no one wanted to do their job, took filing an official complaint before they even looked at it, then when trying to leave placed a cease order on our account so no one else can take over, trying to leave us without internet for two weeks. Frankly 3 mobile provided better internet when I had to use 100GB of mobile data in a week when it wasn't live.
Reviewer
Aluson
Location
Teignmouth
Date
14/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Changed from post office without being notified. Post Office overcharged me on renewal of contract. Although I paid an amount agreed upon after much aggravation, I then received a small amount bill from Shell. On 28 March, I see that none of the discounted amounts I had paid to post office had been deducted. Chat is dismal.. 46 people in queue and 25 minutes on hold on phone. 2 chats later, nothing resolved. Then got email from Shell saying if I didn't pay outstanding amount from post office, broadband service would end and further costs incurred. I view this as a veiled threat to pay up, esp as I had not defaulted on any payments. Finally received an email today from Shell after I had said I wanted to lodge a formal complaint. They have picked up that I was overcharged and will credit me with the difference.
Fearing that I would be cut off and out of sheer frustration, I paid the full amount. This was before I got the email stating they'd picked up the error. Will I be credited with the paltry amount? Who knows? Will be looking for another provider when contract ends.
Reviewer
Irritated
Location
Peterborough
Date
13/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been with Shell B/Band for a couple of months since they took over from the Post Office B/Band and I HATE it!
It is slower than it was, I get “Loading” problems on YouTube - never did that before and whereas it was easy to login to the Post Office website I have had nothing but problems with this lot.
Tonight, in order to see my bill, I made SIX attempts.
Each time I was told that I had entered the wrong address or password.
As I cut and paste my details into the relevant boxes and eventually they work, the fault must be Shell Energy’s, not mine.
The moment I am free to leave this cursed company, I will.
Don’t go near this mob.
Stay well away.
Reviewer
Libby leigh
Location
Date
13/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Customer service is very if not impossible to get hold of,
Don't go with these guys...
Reviewer
Asher
Location
Bristol
Date
13/04/2022
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Jules
Location
Hertfordshire
Date
13/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I was a Post Office Homephone customer who had to move to Shell Broadband. Since joining it has been nothing but problems trying to log into my account to view my bill. I get the email to advise my bill is ready. I can log in to read emails but when I try to log into my account to view bills it says the password is wrong!
I've logged complaints via their website and all I get is automated emails saying they are busy....perhaps they should have done more testing and got things fixed before moving all of Post Office Customers onto their systems which clearly are not up to scratch. They take my money by Direct Debit but I cannot access the bill to verify they are charging me correctly! What a mess!
In my latest complaint I have made it clear there is no way I would have chosen to move, and now I'm locked in for a year as I'd locked into the Post Office plan and that has just moved across. One not happy customer!
Reviewer
Dylan
Location
Hexham
Date
13/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Somehow we got disconnected after we paid the bill online. We usually pay over the phone but it would not let us. We have rang and were told it was a fault on their end. And to wait the usual 24 hrs blah blah, 24 hours has nearly passed and just to see what's going on we have rang again, only to be hung up on and no further info. Absolutely appalling, and receiving out next predicted bill during this time, oooh do one
Reviewer
Barry
Location
Stone
Date
13/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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).
Reviewer
David jubb
Location
Doncaster
Date
13/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Wendy
Location
Maidstone
Date
13/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Just awful customer service - would never use again
Reviewer
Simon Bernsten
Location
London
Date
12/04/2022
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The worst customer experience you could imagine. Passed to 4 different people none of whom knew what they were doing. Just kept passing me on and behaving in a totally robotic way. One of them in particular should never have been allowed near a customer.
Do not use this company
Reviewer
Graham
Location
Leicestershire
Date
12/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
My wifi is so shocking and very poor. The wifi justs keeps going down . Customer services is very poor. I'm cancelling my wifi and don't recommend it to anyone.
Reviewer
Carol Minto
Location
Newcastle upon Tyne
Date
12/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer with Shell Energy Broadband since June 2021. It was recommended to me by a staff member at Curry's who must have been on commission to recommend Shell Broadband. The Broadband service is very poor. I have to reboot the router 3 to 4 times a day as it I lose connectivity every day. Shell Broadband do provide a FAQ to fix connectivity issues but this did not work for me. I would recommend that you do not change to Shell Energy Broadband even if it is cheap as you do not receive good service.
Reviewer
Peacock
Location
Kenilworth
Date
12/04/2022
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Took 3 individual engineers visits 2 set up broadband morning 8 to 12 apointment came at 4pm 3 weeks later phone still out of service. Takes min 30mins before they answer HELP line very poor
Reviewer
Belinda Stacey
Location
Norfolk
Date
11/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Emma
Location
Wales
Date
11/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Dreadful. There are no parental controls available which every other internet company provides. 100% do not go with this company if you have kids and would like some control over what they are exposed to. The actual broadband is also unreliable and drops out frequently.
Reviewer
Mary Hamilton
Location
Falkirk
Date
11/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking service. I am currently on hold for the last hour. My bills have been irregular and not the amount agreed monthly due to Shell amalgamating with P.O. I should pay £25 pm but was billed nearly £70 over a 2 month period and it should not be my problem if they cannot get their 2 systems to work!! I then spent over 1 hr trying to resolve what is happening. My contract finishes in Dec 22 and I will be looking for another provider!!!!! My advise is DO NOT TOUCH SHELL Broadband!!!!!!!!!!
Reviewer
Jojo
Location
Fareham
Date
08/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I have used. I have submitted the review regarding their poor customer service a month ago. But this company sent me an email to suspend my usage because I haven't paid the bill. I phoned them and asking why my Direct Debit didn't kick in? They said I haven't got one set up....but I have received an email from them on 12th February with my Direct Debit set up and Guarantee. The service is alive in Middle of March. I do not deserve an email with such threat. Very rude. I don't even care they disconnect the service bet the speed is very slow and do not support my area compare to Virgin Media.
The email is very unpleasant especially it is their own fault.
Very poor company, the management is very poor. The speed very slow because I set up the account a month before it went live. So didn't realize that do not support our usage. But already out of the cooling period. Please be careful we have to keep this package as well using our old one. I blame myself for being stupid, I don't want others regret it. Please avoid this company.
Reviewer
Arthur
Location
Chichester
Date
08/04/2022
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Deborah jones
Location
CF64 4AB
Date
07/04/2022
Comments:
Signed up for shell broadband may 2021. Intermittent service- which was reported 5 times.
Service engineer called out- was told there was a problem outside the house and I wouldn't be charged. But I was - £65 plus VAT.
Still intermittant connection. Now I've been told there is a DIFFERENT problem for which I'll charged another £65 plus VAT.
Rude customer service from 2 women - male customer service much nicer.
Also told I should not expect continuous broadband- so intermittant service is accepted.
Reviewer
Julie
Location
Portsmouth
Date
06/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service. I don't have a choice to be with this company as was with postoffice that then sold the contract. If you have a choice Please please don't use this company
Reviewer
eric beckett
Location
BT67 0LT
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is less than crap was with post office, the service was great, then these cowboys came along. I decided to leave due to be charged double for my bill with no explanation, no explanation of my bill. decided to leave and got to talk talk. they blocked my incoming telephone calls and slowed down my internet speed, all I can say Shell Energy is just scum at the highest level.
Regards
Eric
Reviewer
Ian
Location
North Devon
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful, Been charged more than double for last two months, Still unresolved, Customer service online chat useless, Broadband service bad anyway, cannot wait until I leave them.
Reviewer
Robnie
Location
Liverpool
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with shell for 4 months and for the 2nd time I'm left with no service. 10 days in total now. Customer service is non existent and that's when you can actually get through to someone. I've had to go out and buy a mobile router because no one at shell is interested in sorting the problems out yet I'm still expected to pay my bill on time. Keep away from this company. I'm sorry I switched
Reviewer
Robert Adams
Location
Bristol
Date
05/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The change over from the post office
seems to be a bit of a problem.I cant
get in touch with them too sort out my
account.You wait for ages on the phone
were you just give up nothing like as
good as the post office at least you
could talk too their customer service.I dont think Shell energy have one.
Reviewer
Ray Hedger
Location
Gloucestershire
Date
04/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
Reviewer
Deborah Dordan-Gardner
Location
Preston Lancashire
Date
04/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Matti Niemi
Location
London
Date
04/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We tried to upgrade our speed, but due to a glitch in their system, we lost internet completely. Restoring our connection is going to take just under one week. If you need broadband for remote working, I wouldn't use this provider.
Also, customer service waiting times are around 90 minutes.
Also, discounts magically disappear mid-contract, so watch your bills carefully.
Reviewer
Chris
Location
Northamptonshire
Date
02/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Don't bother with these charlatans. Purchased a broadband package from Shell and was told that I could retain my old phone number. After the service went live they then told me that they couldn't retain it, so now I've lost the number. Also you have to wait half an hour to get through to an operator.
Reviewer
Ashish
Location
Langley
Date
02/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Dave
Location
Newton Abbot
Date
01/04/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
Reviewer
Dave
Location
Newton Abbot
Date
01/04/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
Reviewer
charles pearce
Location
Portsmouth
Date
01/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
absolute garbage, got moved from Post office, without even been asked. unable to set up my Shell account. so cant read emails
Reviewer
Colin
Location
Shefford
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don't waste your money. Their customer service is non existent and they truly don't give a damn. They can't bill correctly and since mid February I don't even have a landline anymore. It just says 'line busy' when you call it. Despite repeat attempts to email them, they don't response. Thankfully I shall be leaving them very shortly. Really, save yourself the grief.
Reviewer
john jones
Location
dorset
Date
31/03/2022
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
promised twice to write off early termination charges, then did the exact opposite. Paid up just to be shot of them.
Reviewer
Amanda Chapman
Location
Kettering
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible currently with this service. Will need to move suppliers. Cannot access anything in my emails now. It was horrendous yesterday and now cannot access it at all.
Reviewer
P2P
Location
NORTHAMPTON
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Router is a post it note - no reach - bought a booster.
Connection is unstable - constant drops.
Customer Service is awfull beyond belief! Won't talk to you - don't reply to email equieries even if replying to their customer service ticket. Don't do it!
Reviewer
R
Location
Nottingham
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been using different providers over the years and Shell Energy is the worst.
The connections have akways been unstable. For three times during last year, it's dropped for two or three days, becuase They couldn;t fix it over the phone, and could only send their engineers at least after two days.
Their customer service phone lines have been always busy, so did their online chat. I've been waiting each time calling them at least 30 minutes, and one time more than two hours online.
There was no help available from Saturday night. I had to purchase three times data add-ons to work on my mobile. I was told there was no compensation even I complain.
Finally, they claimed that they sent me the Tracked48 label by email but they never did. And now I'm calling them again, and waiting again online for their response, even now that I've left them!
I'd strong recommend to avoid them at all cost!
Reviewer
P Groves
Location
Surrey
Date
30/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have been with post office broadband since the beginning. I always pay the bills on time. Since Shell took over I received a bill saying I hadn’t paid the bill. I phoned up and was told that they had missed sending a bill so l paid then and there! A week later I received another letter sayingI still hadn’t paid. I rang up and a recorded message informed me that the letter had been sent in error and to ignore it. Another letter dated four days later arrived accusing me of still not having paid and threatening to cut me off and telling me to make a payment immediately. I of course rang the company and I finally got through and when I explained the man said he couldn’t help and cut me off !!! WHAT A TERRIBLE COMPANY!
Reviewer
Paul Allison
Location
N Yorkshire
Date
30/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was landline only with the Post Office then Migrated to Shell. My copper cable will not support broadband so I have a router using Three mobile. Shell Broadband are now setting a direct debit at £30/month for a service I never ordered, I don't need and will not work. I cannot contact anyone to explain. I keep cancelling the Direct Debit at my bank
Reviewer
John France
Location
Stafford
Date
28/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Migrated from Post Office after many years of excellent service The service from Shell in every way rubbish I have tried to move to another supplier and Shell have blocked this do not sign up to this company
Reviewer
Peter Coxhill
Location
Suffolk
Date
27/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I was a Post Office customer and migrated to Shell. Since then I too am unable to receive incoming calls on the landline. I can make calls and the broadband works. I have tried to call the call centre. When I did get through they did a test and said that they would call back ! How, the landline is unable to take incoming calls ? The Asian call centre reading from a script was unable to comprehend the issue. I have had no incoming calls for a week now. I have tried to contact them again but with o success. The only answer is to jump ship to another provider, which I have done. This prompted the only email response I have had from Shell to state that I may not be able to keep my phone number. Nice bit of PR Shell you muppets.
Reviewer
R
Location
Date
27/03/2022
Comments:
This broadband is terrible. It is so unreliable and unstable you cannot get anything done. For weeks now I have had to find other places to work while working from home or have had to hotspot from my phone. Cannot even get a stable enough connection to log on and check emails let alone work. Having complained nearly 3 weeks ago and being told we would receive a reply and resolution within 10 days but got nothing, two further emails sent, still nothing. Will be terminating my contract. There is a reason they are cheaper than others but they do not provide a) a service and b) internet that actually works. Absolute waste of money.
Reviewer
Annee
Location
Norfolk
Date
25/03/2022
Comments:
Nil ratings,atrocious service all round,for the last 2 months since they took over from postoffice I have not been able to see my paintings on P.O.l.only text,Shellenergy get your act together,get some staff that know what they doing.
Reviewer
Sarah
Location
Clacton
Date
25/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 hours on the phone, I’m currently on the phone again! AVOID!!!
Reviewer
Mariusz
Location
Didcot
Date
24/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I sign 18 months contract for 63mbps downloading speed and up to 19mbps uploading speed and i get 12mbps download and 1 mbps upload speed. Because i get over 5 times slower internet i was trying cancel this contract but they told me if i cancel i have to pay them cancelation fee - 310£... liers. I DO NOT RECOMEND TO ANYONE
Reviewer
MichelleG
Location
Folkestone
Date
24/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely disgusted, Shell took over all the post office broadband contracts. Firstly they have changed their billing dates and haven't legally notified the customers, secondly they have lost payments during the switch over and are constantly sending overdue letters when there is no debt. Customer service dreadful and left on hold anywhere from half hour plus. Would never recommend this company and in the process of switching broadband suppliers.
Reviewer
Phloreen M.
Location
Wiltshire
Date
24/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful services!
Before agreeing for the contract I asked them if later I'll change my address if possible to move my broadband too and they said yes. While I was at the first address problems every few days, the modem wouldn't connect. When contacting them they were asking me to follow some stupid steps every single time and with the same result: no connection. I'm an engineer and networking isn't a secret for me and I can troubleshoot a network connection. Very disappointed. Then I moved to Salisbury from Swansea. Here they refused to install the broadband saying that the address doesn't look available. I went for another broadband network, but had to pay for Shell Broadband many months for no service at all. I asked them to interrupt the contract, since they couldn't hold their word to install the broadband connection to a new address. I paid everything, even paid 35£ for the modem. Then I'm seeing on my credit report that they reported that I didn't paid my bills at them. I never missed a payment on my history, but they reported me that I didn't pay my bill?
Absolutely disgusting!
Now I'm at BT and, don't know about others, but they don't compare. Stay away from Shell Broadband!
It was a mistake in which I got because of their better prices and promised speeds. Lies! I wasn't even getting, when the line was connected, more than 30-40%. They were like it's my fault, my location.
Reviewer
Anne edwards
Location
Norfolk
Date
23/03/2022
Comments:
No ratings ,appalling service ,since 16 Feb,no email nothing,been on the phone for hours 3 days,get your act together Shellenergy.you needn't send us a bill because it won't get paid,service just a JOKE,
Reviewer
sandy
Location
Bournemouth
Date
23/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Lost connection, didn't find help all that could be said is we will get someone out in a week to see the problem. Couldn't tell me if there a problem on the line or works but did say it would not be the router.
Reviewer
Jackie
Location
Folkestone
Date
23/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
Reviewer
Andrew
Location
Gloucestershire
Date
23/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Friends phone line disconnected today.
She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
Reviewer
Lance Miles
Location
Tunbridgh Wells Kent
Date
23/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without doubt the worst broadband provider out there. There are Uncontactable on the phone for hours, chat on line you go from position 10 back to position 19 twice that happened Internet totally unreliable.
Reviewer
Vilma
Location
Coventry
Date
23/03/2022
Ratings
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
It it a Joker company
Very poor standard service really disgrace
Reviewer
Sarah daly
Location
Lea village
Date
23/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely hate this company I’ve got 7 day without internet and nothing from them to many complaints to even say
Reviewer
Stobie
Location
Durham
Date
23/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely no problem with the changeover to Shell Energy Broadband and I had 12 months of the best service ever. Not one problem and the router had a good range.
I was so pleased with their performance that I emailed asking for a quote to stay with them, unfortunately they didn't reply until 10 days into my contract with another provider.
The day after my contract ended was the start of all my problems. Demanding the router be returned in 9 emails even though I sent it on the first day after my contract with them ended. I gave them the tracking details which showed it was delivered to them on 10th March. I have just received another reminder this morning (23rd) to the effect I would be charged for the router if I didn't return it (they've had it for 2 weeks now).
This rang alarm bells and I checked on the reviews for Shell. Sure enough people have been charged and are fighting to get their money back. D/D form cancelled immediately.
The next problem was they cancelled my online account then sent me an email with a link to that account for my final bill. I have emailed them numerous times requesting a final bill but so far no reply. I will happily pay any money I owe as soon as they send me a final bill.
Reviewer
Coggdave
Location
Kelvedon
Date
23/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Terrible company, was transferred from Post Office,and they miss sold a new plan to me.
Reduced my cost, but failed to tell me it didn't include VAT, so the plan and amount is the same as before.
Was looking for a better deal elsewhere...now I'm tied into this scamming fraudulent company...
Reviewer
Rebecca
Location
Tirphil
Date
22/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell broadband is not a very good broad band service at all
Reviewer
Dan
Location
East sussec
Date
22/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was swapped over from po broadband after having no issues with them for over 5 years.
From day 1 have had issues with regards to what my contract is.
I signed up for their superfast broadband plus at £29.14 a month. First month i was charged £94.43 for the service. Was on hold for over 2 hours. Got swapped and moved from person to person and then cut off.
Raised a complaint via email nearly 4 weeks ago and its still not been answered.
Bill was paid and online chat was started which they then after 3 days worked out the had not sorted my contract out so were passing my details to the relevant department.
My bill this month is now £38 which is still not the £29.14 agreed from the contract i am not receiving.
Noone has rung me with regards to my complaint.
Today my internets stopped working so the service i am recieving is dire compared to PO broadband.
Trying to get this sorting is like walking through treacle. I will be changing providers and if they think they can charge me for contract as they havent started the contract properly in the first place then i wont be paying.
Reviewer
Marie
Location
Uk
Date
21/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The broadband is fine once you have it, but customer service is terrible. When I signed up for Shell broadband in 2021 the customer service was excellent. I don't know what has happened since but having to wait over 40 minutes to renew a policy is ridiculous.
Reviewer
Brigid
Location
Stockport
Date
19/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3rd attempt to do review of appalling service, each time it crashes before I can submit
Reviewer
Peter
Location
Sy111jd
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Warning du not go with shell I was left with no internet for four weeks that du not answer e mails or letters it cost me over forget pounds in phone calls it takes forte minestrone to get to talk to a person and then nothing is sorted, it cost me sixty five pounds to canceller the contract an over forte pounds in phone calls I’ve now moved to talk talk the fault was on my phone line that soted it out strate away this is a lot of money for a pensuner
Reviewer
KAC
Location
Sheffield
Date
18/03/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I switched to Shell Broadband a month ago, and although the broadband has been faultless, I have had a problem with my landline not working. I have spent most of today talking to Shell Customer Service and then the Technical Team, and they have done everything possible to help solve the strange problem without having to risk an OpenReach fee. Multiple remote testing has shown the fault seems to lay with my broadband cable, and they are sending me a new one to try. If not, it will be the router. I have never come across a company employees who are so willing to go the extra mile. Whether we get a conclusion are not, I am so impressed.
Reviewer
Lynne
Location
Motherwell
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Comments:
Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.
Reviewer
Sarah
Location
Essex
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can’t log in to my account, currently on the phone to sort my extremely low broadband speed still trying to sort it after over 2 hours on the phone, I asked them to call me back after an hour as I was incurring call charges, I was a post office customer and wanted to cancel as the low b/band was affecting my home business to be told I would incur a £174 fee by Ian, my contract started 11 days ago I should have been in my 2 week cooling period, really disappointed with shell
Reviewer
S c
Location
East Yorkshire
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely ridiculous excuse of a company! They tried to charge me £84 for a missed engineer appointment which I was in for. I spoke to so many people through live chat and by calling customer service and they kept saying it was sorted but nothing got sorted. This issue started at the end of January and has just about been sorted today. They said all they could offer was an apology because of how disorganised this company is. Avoid!!
Reviewer
G.Brookfield
Location
52 Glenpark Drive, Hesketh Bank. Preston
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.
Reviewer
angryoap
Location
Dorset
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Immediately after migrating from PO to Shell, I lost the ability to receive calls, thats when the problems started, Unable to communicate, keep getting replies saying I am unrecognised though. Now migrated elsewhere but the problems still keep coming, it seems I am now required to return the router but where to? if anyone knows where these routers should be sent, please tell me. Money Claim On Line looks a decent bet to get back my sanity.
Reviewer
Jo
Location
London
Date
17/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service! Since they have taken over my broadband they have repeatedly sent threatening emails about an unpaid bill, which simply isn’t true. I have a long standing direct debit.
I have spent two weeks trying to contact them via phone and email with zero response. Do not sign up to their broadband service - they are utterly useless.
Reviewer
Dave L
Location
Staffordshire
Date
17/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Having being moved from the Post Office for broadband & land phone, shell energy display a diabolical level of customer service, telephoned 3 times today & no reply after waiting 20, 22 & 25 minutes respectively! I am not happy.
Reviewer
Kathryn
Location
Lincolnshire
Date
16/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Be aware before signing up! Transferred from PO after 15 years with them. Customer service terrible. Can't get to speak to right person after waiting ages on the phone. No response to email in 3 weeks. Contract expired 6 weeks ago and they are now charging £40 a month for calls and 3mbs broadband because I have not taken out new contract with them. Signed up to another provider but Shell have refused to transfer my phone number three times even though Ofcom say that they should. I am now having to change my number to get away from them.
Reviewer
Padraigin
Location
Devizes
Date
16/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Once you join them that's it. Impossible to get through to customer service, probably poor service is why every day 'we are experiencing high volume calls'. No reply to email and online chat didn't work :{
Reviewer
Noowie
Location
northamptonshire
Date
15/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
AWFUL!
I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.
I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)
I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.
I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)
DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.
THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!
AVOID.
Reviewer
William Harold Bound
Location
Shrewsbury
Date
14/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling. Still sending paper bills although I have ceased using any of their services. Robotic system for phone contact
Reviewer
mr unhappy
Location
west midlands
Date
14/03/2022
Comments:
Read the reports and believe every one of them, then buy from another provider.
My speed is down to 3.8 from 38.again
I do not have the time to contact the unhelpful people at shell only to listen to the usual spiel that usually begins with a suggestion that I upgrade to a faster package.
I am supprised that a company trading in UK is allowed to operate in this manner.
Reviewer
chatunpeu
Location
lancashire
Date
14/03/2022
Comments:
I was a PO Broadband user for years with little or no problems. On hearing of Shell takeover I decided (WISELY as it transpired!) to change provider. My new provider Now TV were excellent and dealt with the transition smoothly. However Shell took absolutely no notice and carried on sending emails to me telling me at every stage that my change from PO to Shell was going ahead!
I spent literally hours trying to get though to them on the phone and when I did get through was told not to worry. Eventually my NOW broadband went live and the service is excellent but still the emails from Shell kept coming!
In the end I wrote a letter to the complaints department posted first class signed for (for obvious reasons!) that was three weeks ago and I have heard not a word. I should have had a refund according to one of their employees I am not holding my breath.
I have given no stars and thank heavens I did not decide to go with them
Reviewer
Shaun
Location
East Sussex
Date
14/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been migrated from Post Office last week, all seemed okay until a day later. Can no longer log on to the server, cannot send emails, lost the phone line for 3 hrs, and after 3 customer service people and 2 hours later have been told they have a problem. What a surprise, UNDERSTATEMENT of the century, what a complete bunch of clowns.
Reviewer
Elizabeth mcnanys
Location
Wisbech
Date
14/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. I was migrated from PO broadband. I've never had a problem in 5 years. I now have slow speed broad band and literally no phone. I have tried ringing customer services but there is no answer ever. I've sent numerous e mails and a letter.
I would get out of my contract but it won't let me log in to find a way to do it.
I have cancer and really can't believe how upsetting this all it. I just hope everyone avoids this terrible company
Reviewer
Gina
Location
Carmarthenshire
Date
13/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband went down at 10pm last night.
It briefly connected this morning but has been off now since 10am.
Despite saying c/s is open between 9am and 6pm on a Sunday when I called was told they are closed.
Abysmal service
Reviewer
A Bayliss
Location
North Wales
Date
13/03/2022
Ratings
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
Reviewer
Peter
Location
Bridgwater
Date
12/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In all my business life Shell Broadband is the worst company that I have ever had the misfortune to deal with. Ex Post Office customer and well satisfied with them. Shell took over and no e-mail for 6 days. Put on hold for over an hour after spending 30 minutes getting through. AVOID THIS OUTFIT!
Reviewer
Ion
Location
SE28
Date
11/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
Reviewer
Paul
Location
Lincolnshire
Date
11/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They stole a month off the PO account we had.
Average wait for poor contact service an hour.
Email arrived on same day apologizing that it was late.
TOO LATE TO CANCEL ORIGINAL CONTRACT
Cancelled on same day as taking out new contract after yet another run around trying to speak to billing.
This company is a shambolic waste of space and you should avoid it completely.
Reviewer
Sarah porter
Location
Tamworth
Date
10/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!
I've been forced to go to another provider and had to pay an early exit fee for 289.00.
Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.
Terrible customer services, no the worst I've ever come across!!
Reviewer
Z pop
Location
Scotland
Date
10/03/2022
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Martin
Location
Hampshire
Date
10/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!
Reviewer
Jane
Location
Northern ireland
Date
10/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!
Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.
AVOID!!!!!!!!!
Reviewer
Peter
Location
Reading
Date
09/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Interesting to read the comments on here that reflect my own experience. Several years with PO Broadband with no problems. Now Shell have taken over and a few months later I am suddenly having intermittent speed problems - my normal speed is 35Mb/s but it is dropping to about 0.2Mb/s.
Reviewer
John Tapster
Location
North East
Date
09/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service
Reviewer
Michael Kent
Location
West Yorkshire
Date
09/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worst company I have had the misfortune of dealing with in over 50 years. Avoid like the plague
Reviewer
P.williams
Location
West london
Date
09/03/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SHell broadband ( take off first letter) - was with Postoffice before and was very satisfied.now the service has been taken over by shell, internet speed has slowed right down and i am unable to send emails.
If service does not improove, will be forced to seek new supplier !
Reviewer
Mel
Location
London
Date
08/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service for shell energy broadband customers. Eternal long contracts where you have no rights in terms of speed, which is far below the contract and what they promise. You can’t even cancel without hefty cancellation fees even if you are moving home where the service is not provided. You call service and all they want is to screw your over. Been trying to get rid of them for ages. I returned the router asap and paid for the usage I had. I also submitted a formal complaint and there is no mercy, no help when you wanna leave due to all this shortcomings. Avoid!! If speeds are slow they don’t care and charge! I wish they would let me go without further trouble and hefty fees when they provided awful internet for months and they still punish the customer. Horrible! Avoid at all cost.
Reviewer
HGRAY
Location
East Midlands
Date
07/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pathetic up & download speeds. Paying for 35mbs download speed, receiving 1.5mbs for approx 20 hrs @ day. Up to 4 mbs for the other few hours.Impossible to watch video content. Emails fail to send. Often unable to do BB speed test because of slow speed. Cust Svcs slow to respond and try to blame everything but their own service. They expect customers to pay for engineers even when it is them at fault. Buffering as I write this. It may not upload. It dropped out again. I am stunned Shell have achieved an average of 2 stars. Somebody somewhere is being generous!
Reviewer
Jim miller
Location
Ml67ae
Date
06/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Crusty with Shell energy and decided to try there broadband,Big mistake. Made the order and received router approx 30 days later and at that point new that it not suitable and no where near the BT service I had moved from so I cancelled within the 14 day cooling off period but was told my cooling off STARTS from my phone booking and they are charging me £287. They will not budge on this even though I cancelled on first day of receiving router. The land line does my work stop after 6 days of telling them and the broadband is slow or not possible from room to room. Please don’t be caught out like me. Avoid Avoid Avoid.
Reviewer
Jasvinder Kaur
Location
Ayr
Date
05/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
Reviewer
Kevin
Location
Ferndown
Date
05/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service
Reviewer
David Arden
Location
Lincoln
Date
05/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
alan waters
Location
north Devon
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Oh dear on phone sorry to keep you waiting over 1 hour and still waiting will be changing as soon as the post office contract is up.
Reviewer
Peter Scott
Location
WATERLOOVILLE
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Just been on the phone for 44 minutes listening to the worst music I've ever heard,I called the cancellation phone number, got through eventually and was told that he could not cancel my contract had to speak to another person who has or theorisation, this was Friday 4.30pm they don't close until 8pm but I was told someone would phone me on Monday, what crap service
Reviewer
Diane Richard
Location
London
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgraceful company. Took over my Post Office broadband (I never had a problem in 6 years with PO). Shell cut me off straight away, blamed a cable for it. Made my buy a new router, exactly the same as the PO one. Didn't work. Said I didn't know what I was doing and was plugging it on wrong (!). Still awaiting compensation. Every time I speak to them I have to wait 45 mins on hold listening to their vile music and adverts. They have missed the March billing date for PO customers, so we will be charged double in June. I want to leave but I wonder if they're going to try and ruin my credit record and send the bailiffs round for non payment of non existant bill. The most disgraceful company I have EVER dealt with (including Talktalk circa 2008) and Vodafone. In fact, it's an insult to put those two companies in the same feedback as Shell. I cannot wait to get away from them, and yet I'm afraid to leave. They are pathalogical liars, they say they're going to do something, and just don't. WHy should they, I'm only some crappy PO customer that was forced on them. If only I'd read the reviews I could have avoided the horror of dealing with this vile company. Unless you really are stupid, don't go anywhere near them, don't buy their expensive petrol either. That's all they're good for - pumping gas.
Reviewer
Helen
Location
NEWCASTLE UPON TYNE
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.
Reviewer
Steve
Location
Sutton Coldfield
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Post office customer transferred to Shell energy. Customer service is terrible, by far the worst I have experienced in any company. Called but no answer after an hour of waiting, live chat had no response or automated responses, messages them using messenger which got a reply every 4-6 hours and eventually got a call from customer service. Agreed a price of £21.99 a month + £30 good will payment for difficulty in contacting them. My next bill they took £37.00. Refused to refund so I told them I would leave. Was still in cooling off period so arranged with BT. Now shell energy have sent me an email saying they want me to activate my new account and have set up another direct debit. Avoid them at all costs. Maybe cheap but quality is poor
Reviewer
Jamal
Location
London
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Transferred from post office and moved home.they offered new contract which i accepted.
When engineers visited,they could not connected to my existing cable and wanted to make more holes on front windows which i did not allow and they left
Upon calling shell,i was confirmed that contract will cancel itself in couple of days.
I called them up today and they want me to pay £350 cancellation charges.
Note: cooling off period has ended 7 days before they sent engineers and we customers have not right if thier engineers fail to carry out thier jobs properly
I am devasated and can not pay £ 350 for the service they never provided.
Please advise
Reviewer
jojo
Location
Fareham
Date
03/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.
Reviewer
Joanne
Location
Huddersfield
Date
03/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
Not happy at all my internet went down a couple of days ago I tryed phoning customers services up was on hold for an hour and a half eventually got threw. They did load’s of tests unplugged leads did full reset Of router Was told the internet would eventually come back on. Went to work few hours came home still not on. Iam not happy
Reviewer
Simon
Location
Pickett
Date
02/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service and even worse customer service.
If you can get through to someone then they can’t deal with the issue and have to request a manager to call you back( they can’t put you through)
Up to 48 hrs wait which when they do not call you ,you have to wait another hour on the line to request a manger call you. If I could give zero I would
Reviewer
Russ
Location
Manchester
Date
02/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell recently has taken over from the list office, had loss of connection for over four weeks,I've sent numerous emails & tried to phone them but no response..Appalling Service
Reviewer
Hilarious connah
Location
Mold
Date
02/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgrace no customer service on hold on phone and live chat for an hour .leaving adap
Reviewer
T Bevan
Location
DARTFORD
Date
02/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My next door neighbour a 97 year old widower`s phone has been off for over 2 days. We were on the phone for over 4 hours and then her daughter for another 2plus hours in the evening unable to get through to Shell energy .That is unacceptable in my eyes .
Reviewer
Ralph
Location
Tunbridge Wells
Date
01/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Got transferred from Post Office broadband who always had fantastic customer service. I'm not sure this lot have any customer service agents at all. Been on hold for 1 hour now. Stupid music and asking me every 30 seconds whether I want faster broadband. Nope, I just someone to pick up the phone and fix the broadband I have!
AVOID
Reviewer
bob
Location
Date
01/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Merrylegs
Location
Borders
Date
01/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Garbage. Was persuaded to upgrade to super fast fibre when I moved a few hundred yards. Drops every single day since the start. Several phone calls. Open reach visit. Still the same. Sick of bringing it up with Shell and it not getting fixed. Their own line test today showed speed at 18 when meant to be 40 with guaranteed minimum of 25. Utter, utter garbage response to my issue.
Reviewer
Russ5
Location
Lancashire
Date
28/02/2022
Ratings
Customer Service
1.00 stars
Comments:
Been on phone for 2 hours waiting for an operator. Don't think customer services for Shell broadband actually exists. If they are having an high volume of calls then they are having a high volume of problems. They have not contacted me in any way about broadband cost or any contract I have to adhere to for which I have not agreed to yet. Terrible service in comparison to Post office
Reviewer
Jon
Location
Aberdeenshire
Date
28/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got moved from P.O to Shell. They took over a week to respond to an email with a cut and paste response not answering any of my questions.Stay clear , don't use and I'll be switching if I ever get through to "customer service".
Reviewer
Nikos Gkekas
Location
Cambridge
Date
28/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is down since last Friday and nobody really cares about it. Shell energy customer service is a nightmare. Really difficult to contact them and they are not providing any really help. Avoid them. I have to wait for 6 more months until the current contract expires.
Reviewer
MJ
Location
North Wales
Date
28/02/2022
Ratings
Satisfaction
1.00 stars
Comments:
Need an option for zero stars here. I am trying to deal with a query about my account after it was transferred from Post Office Telephones to Shell Energy. The best description of their customer service is that it is non existent.
Reviewer
Mike
Location
Slough
Date
27/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
My problems started when my internet connection went down, trying to contact the company was a nightmare, after 4 phone calls and finally waiting 1 hour 10 minutes I got through, total of over 2 hours waiting on the phone ! Only good point to report is that an engineer arrived the next day to fix the problem, another bad point is then when moving house I am told I must take out a new 18 months contract, definitely will change when my present contact expires.
Reviewer
Rupert
Location
Denyer
Date
27/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was told at the point of renewal after 1 year that if I did not move provider within 24 hours I would automatically default onto another years contact. The shell representative said it didn’t work like mobile phone contracts, where you defaulted onto a month by month rate. They said it’s in the T+C’s which it wasn’t. When I asked for her name she accused me of abusing her and hung up. 8 weeks later and I’m told on a Sunday lunchtime the matter has been resolved internally but no details enclosed and the matter is closed.
Reviewer
Keith
Location
Worcestershire
Date
25/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service ,they put me on hold over an hour,they did this twice .I wanted to end my contract .they never messaged me back or callback .when I did get through on the phone eventually they lied and said they would send me an email to confirm my cancellation, ive never received this email.then they sent me a letter confirming cancellation. That was two weeks ago.yesterday I got two more letters off shell energy ,one stating my broadband contract had ended ,the second letter stated my direct debit was just set up ? I checked with my bank ,and after I cancelled my direct debits with shell,they took the liberty to set up a new direct debit, shocking treatment.the bank have had this happen before off this company ,we were with the post office before they sold to shell.I would avoid this company like the plague .absolutely shocking shambles .
Reviewer
Kirsty
Location
Barnsley
Date
25/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband has been down since last Friday. Everyone i have spoken to has been pleasant and seem like they are trying to help but so far have not resolved the issue. After spending hours on the phone and a week without wifi i have asked for a goodwill gesture of a discount from my next bill and they have said no.
Reviewer
Frances Sinclair
Location
Llandudno
Date
24/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service,I have had no network connection for almost two weeks. Endless hanging on for technical department. No replies to emails sent.
Promised call back within 24 hours, nothing.
Had no choice but to change provider even though I’m still in contract.
Of course I’ve had an automated response from Shell charging me for leaving.
Reviewer
NMY
Location
NORTHAMPTON
Date
24/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't do it. They give you a 14 day opt-out option - what they don't tell you is that that expires before the service gets activated!! So, if it's god awful once live - they reply with 'there will be a cancellation fee'!!!
Even the CS agent knew it was a scam, 'most people just scream at me about it' he said!!! 30 mins to get through to tech support, tried to blame my devices first (of course) then had to fix it.
Avoid. Use pigeons instead.
Reviewer
Oliver
Location
Tunbridge Wells
Date
24/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service - I've been on hold for 45 mins yesterday and another 30mins today, so far...
Reviewer
Michelle
Location
Bristol
Date
23/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Terrible experience of customer service when Shell repeatedly messed up an already clumsy transfer across of former post office broadband customers. Emails and complaints unanswered, many hours on phone to different call centre staff, each contradicting the other! Avoid.
Reviewer
Robert Holmes
Location
Cumbria
Date
22/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The router (allegedly new) uses old security and on all Apple devices says “weak security”. Over an hour to customer services, complete joke. Never had this with sky!! They assured me it’s secure but I don’t believe them. Certainly won’t renew after contract runs out. This is day 1 and totally unsatisfied with no resolution from shell.
Reviewer
Gerry
Location
Kent
Date
22/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I was changed from the post office and received a bill from shell I did not recognise.have emailed the times with no reply.this looks like the worst public relations I have seen.keep clear.
Reviewer
Beverley
Location
Witham
Date
21/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Angie G
Location
Enfield
Date
21/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
An absolute shambles of a service. Whilst my speed is pretty good when it’s actually working, the reliability is poor at best. My service drops out at least 5 times a day (on a good day). I may have got a great deal but this has been entirely negated by the shocking service. Can’t wait till I’m able to cancel!
Reviewer
Vladimir
Location
Jakube
Date
21/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
THE WORST ISP EVER.
The service tests quite well on a speed checker, but in the real world, it is sluggish and unresponsive and can take 10 to 20 seconds to load or refresh a web page. I always use a wire connection, but if I connect to my upstairs neighbour by wifi, on the same laptop, the service is much better. Every six months or so, the service begins to falter and has to be rebooted - sometimes three times a day. Typically, the correct lights are illuminated, but there is no connection to the internet.
When I manage to get through to Shell, they go through the same questions and checks that they previously did and the service becomes useable again - for a while. This time, they said they needed to send an engineer around, but that they would charge me for their time, if they couldn't find a fault, I wasn't able to be at home, or in some undefined way the engineer decided that I was responsible for the problem. What did I do? I left.
THE WORST ISP EVER.
Reviewer
Thomas Toolan
Location
Sothend on Sea
Date
18/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dismal appalling customer service
Once you have signed up and they have you on a contract They dont give a **** anymore Thats if you can get hold of them in the first place without incurring a huge phone bill STEER CLEAR AND LOOK ELSEWHERE
Reviewer
Paul Hillman
Location
Chepstow
Date
18/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's terrible. Yes I was with PO for price. But it worked. Never had a problem. Now no Netflix. Even quiet times of day, no internet. How can this be, same lines
Reviewer
Paul Whiteing
Location
Kent
Date
15/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Initially the speed and reliability were as expected but after three months both dropped dramatically. On occasions the speed was below 1Mb. It is almost impossible to contact Shell Customer Service, unless you want to wait hours on the telephone or on their Chat service. It took 3 months for them to resolve the issue (problem with Openreach apparently) during which time I had to continue paying the full monthly fee on the promise of reparation on resolution. I have now been waiting two months for my "Goodwill gesture" whilst they try and charge me for engineer visits that never happened. After all of this, they insist that I pay my bill and await a refund or I will incur late payment charges. I have decided to end my contract early but now they want me to pay an early exit fee. DO NOT TOUCH THIS COMPANY!!!
Reviewer
John Dovey
Location
Clee Hill
Date
12/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They don’t answer the phone, if you email them ,they don’t deal with your complaint just fob you off.My broadband bill jumped from £40 to £67 and I can’t get an explanation why , the broadband speed is rubbish and keeps dropping off.
Reviewer
JKS
Location
Sussex
Date
11/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If i could give shell no stars i would. I am helping my daughter with a complaint and we have been cut off multiple times and all i can say about their customer service is it is appalling and terrible and that is being kind
Reviewer
David
Location
Cambridge
Date
11/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Jan
Location
Cornwall
Date
11/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible service,internet connection is off or drifting all the time,not fit for purpose,avoid this company like the plague,cannot wait for the contract to end,no such thing as customer service from them.shameful treatment to their customers and crap internet provision give them a wide berth.
Reviewer
Rida
Location
U.k
Date
11/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband speed so slow it STOP working after few days then u have to call them again and again
Which take so long to pick up calls ,u have to call them every week that broadband STOP working. BAD BAD BAD services.I wana cancel my contract but thay charge lot of cancellation fee,Please don't buy their broadband ever.
Reviewer
Iona Metcalfe
Location
Froncysyllte
Date
10/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unable to get WiFi coverage unless seated next to the router.
Internet is dropping on a daily basis and so without access at all.
Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
Reviewer
Dave
Location
Hayle
Date
09/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'll keep it short..looks like I'm going to take out a claim on MCOL. Wish I had seen the reviews before sighning up. A David and Goliath confrontation, wish me luck.
Reviewer
Iain
Location
LEEDS
Date
09/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please avoid if you eventually get through to them on your mobile which can be over half an hour its at your cost for a multi million pond profit company very very poor if I could get out of my 18 month contract I would be be like an a Olympic sprinter of the starting blocks
Reviewer
William
Location
Wisbeach
Date
09/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
There is no such thing as “customer service” with SHELL Broadband and phone.
No one should be left holding a phone for over an hour whilst trying to contact this lot and being subjected to constant repeated adverts about how easy it is to upgrade etc, plus that awful, monotonous “twanging” sound that passes for music!
My phone line had ceased to work and I don’t have a mobile as I hate the things.
I asked my nephew to call and he waited 49 minutes to get through.
That is disgusting!
I have about 5 months left of this cursed contract and then I will be gone as fast as I can!
Stay well away from SHELL, they are rubbish!
Reviewer
d
Location
barking
Date
08/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,
got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.
they can not even give you correct imformation as soon as contract ends i will be leaving
nothing like this when with post office
Reviewer
Yao
Location
London
Date
08/02/2022
Comments:
Absolutely disgusted with the company’s policy, the way they treat their customers and the
Custumer service staff. They charge you £35 for not returning the modem, without notifying the customer nor any warning. Nor does it state in the contract (pre October 2021) the amount it will charge. The contract only states “you may be charged” without specific amount, as such it is an abuse of power to charge customers without warning. The woman answered the phone was as cold as a dead body, with no emotion or empathy whatsoever. You’d get more reaction from a dog.
Reviewer
Robert
Location
Date
07/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.
Reviewer
Mike
Location
Cornwall
Date
07/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Visiting a relative in Cornwall, what a horrible service She’ll broadband are offering. Broadband appears to be been down for several hours. Can you contact Shell, can you flip. No online service indicator, online chat is a muppet bot. Phone impossible to get answered.
Reviewer
Steve
Location
Fife
Date
03/02/2022
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
Reviewer
Max
Location
Stamford Lincs
Date
02/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
It took me 45 minutes to get through to customer service to talk about renewing my contract.
I am not in a position to change to another company, otherwise i would have galloped away!
Even though I said at the beginning that I wanted to renew, it still took their "service" department that length of time to answer my call (at 7pm when I would have expected fewer people in the queue) and that incessant, dreary music plus the constant repeating of how wonderful they are, was driving me nuts!
If I could have gone elsewhere, I would have, believe me.
This is a rubbish company and if you have any sense you will go elsewhere!
Reviewer
Lucy
Location
Beds
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Comments:
Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.
Reviewer
Caroline McDowell
Location
EXETER
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.
Reviewer
Alison
Location
Uppingham
Date
31/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish l have been trying to contact them for over 3 hours today can’t speak to anyone not sure what to do
Reviewer
J
Location
sutton in ashfield
Date
31/01/2022
Comments:
Very poor only been with them month poor customer service
Reviewer
Russ. Jones
Location
Torbay
Date
30/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worse ever supplier been with a few but she’ll is diabolical always slow some nights not getting any Wi-Fi customer service saying we have to much on internet but like I said it’s not all on at same time with others it’s sometimes slow but with shell well I can’t wait for contract to end never ever again will we have shell and can’t get printer to work on shell where it worked on all the others we had
Reviewer
Terence Coleman
Location
Cheltenham
Date
28/01/2022
Comments:
Waste of space. They give you a 3rd hand refurbished router that doesn't meet current standards. When you complain they offer to upgrade you (5 times during a 30 minute call),to a package that costs the same as the one you have just switched from.
Reviewer
Charles
Location
Birmingham
Date
22/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid.
Reviewer
Yetunde Olaoye
Location
Stoke-on-Trent
Date
21/01/2022
Ratings
Customer Service
1.00 stars
Comments:
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
Reviewer
Paul
Location
Whitstable
Date
20/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Avoid at all costs. The have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!
Reviewer
Andrew Williams
Location
Redditch
Date
19/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If the owners ever read this.
Please sort out the whole company you are making people unwell with anxiety and frustration.
Mother in law 83 years old,wanted a move from Wales to warwickshire,
Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
We asked for our £60 connection fee returned, which I know she won't get.
Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
I hope something is done, you should not be able to operate like this.
Do not go with this company until they can offer a proper service.
Reviewer
Andy
Location
Wakefield
Date
19/01/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Awful customer service and extra charges.
We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
I definitely wouldn't recommend shell broadband and will be changing supplier.
Reviewer
Chris Gallimore
Location
Sleaford
Date
17/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful. Speed is poor 8mbps, frequent cut outs, can't use Netflix, Eurosport or iPlayer, no range having to use Ethernet cables and boosters. It's cheap for a reason! Will cost me £276 to get rid of this after 3 months but it is well worth paying. DO NOT TOUCH SHELL ENERGY WITH A BARGEPOLE
Reviewer
Nav
Location
Birmingham
Date
17/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would definately avoid shell broadband as a provider as they cancelled the installation of the services twice as they are incompetant at taking over the line more importantly failing to notify me that they have been unsuccessful. Went to complain twice and keep getting cut off.
Reviewer
Chan
Location
Coventry
Date
13/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid
Reviewer
Rhys
Location
Reading
Date
12/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.
Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.
Reviewer
Tracy
Location
Hitchin
Date
10/01/2022
Comments:
Zero review as find this company terrible, an engineer came to fit my broadband and failed to do so, they left electric plug with all wires loose and said they would have to return, today they took 65 pound charges out of my bank for this and have agreed to pay it back but I have to wait 10 working days so now unable to get my gas and electric
Reviewer
dave aveyard
Location
Hythe
Date
08/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
we have unstable and poor broadband
after many phone calls nothing has
changed.0.02 to 0.06 is not useable
open reach have checked,agreed the speed is the worse they have seen and recommended callflow.as they seen unable to rectify the problem.
Reviewer
ACD
Location
Dorset
Date
05/01/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.
Reviewer
Dreador
Location
Derby
Date
05/01/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Shoddy router was and still is my issue - used another router and disconnects and speed issues have for me gone away (Ive gone back to the one I was given by Vodafone). Just for Information I don't use wifi from router as I have separate mesh for that.
Its odd though as seems the router has half decent reviews so maybe crippled some other way
Reviewer
OZCAN
Location
BRISTOL
Date
05/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!
Reviewer
Rosemary Meechan
Location
Kilsyth
Date
05/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor speeds- average 13.34 Mbps. Rude and aggressive customer service people when you dare to complain to them. Unreliable service which drops out for anything from a few minutes to 3 hours. Avoid like the plague.
Reviewer
s rashbrooke
Location
Tiverton,
Date
31/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
DREADFUL company, apparently switched by Uswitch, loads of agro as when I moved to my new property there was no landline & cottage needed rewire & refurb. This meant that shell could not & did not supply any service. Since then Ive been hounded for connection fees.
Now with the Ombudsman.
In my opinion this company is beyond belief in their lack of customer service. Advice dont touch.
Reviewer
4357iamnotanumber
Location
Cheltenham
Date
30/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Another victim.
Switched to cut down on Broadband bills. Will probably work as service unreliable.
Calls to Customer services result in multiple attempts to persuade you to upgrade to same fee as previous provider, which negates point of switch.
Avoid Shell energy slowband at all costs.
Reviewer
Cathrine briggs
Location
Yeovil
Date
30/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken
Reviewer
daron
Location
altrincham
Date
29/12/2021
Ratings
Customer Service
1.00 stars
Speed
5.00 stars
Comments:
3 appointments for the install missed by Shell (3 days wasted holiday)!
Speed signed up for not what was provided for first month.
Superfast when eventually supplied - BUT - kept dropping out altogether for days at a time!!! Just what you DON'T need when furloughed...
Left Shell for a more reliable provider (not skipped a beat since changing over) and Shell charged me £170 for leaving early - for something they couldn't supply regularly!!!
Reviewer
P D
Location
Woodhouse
Date
28/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.
Reviewer
Wendy Stanley
Location
Widnes
Date
27/12/2021
Comments:
Dont botherwith SHELL, my internet got fitted xmas eve since then nothing, just phoned them got pushed from pillar to post an they buttoned me, shocking customer service, i want this shoddy internet removed, I'll go with somebody else, i knew i should of read the reviews
Reviewer
Keith Bashford
Location
London
Date
26/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Service should have started two days ago, but couldn’t because I wasn’t sent all the kit needed for the hub. Because of bank holidays I’ve got to go x5 days with no Wi-Fi or to. Honestly, find another Supplyer.
Reviewer
Mr unhappy
Location
West midlands
Date
22/12/2021
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Don't receive advertised speeds.
Read reviews go elswere.
Reviewer
adam
Location
salisbury
Date
22/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!
Reviewer
Gerald Dowd
Location
Cheltenham
Date
20/12/2021
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless company want to double my bill after 8 months with them customer services totally crap cut me off twice when I found another supplier they want to charge me £118.76 to terminate contract they can do one do not touch they are useless
Reviewer
Natasha papadopoulos
Location
London
Date
20/12/2021
Comments:
Absolute rubbish worst ever sub contractor I have ever come across don’t loose your health stay away from this useless subbie make internet like they replace hot water in there costa machines absolute waste of time greedy heartbreaking incompetent lying suppliers don’t use shell fit broadband they haven’t got a single care for there customers only for there poorly educated so called broadband call handlers I am surprised people still sign up for these monsters
Reviewer
Adrian Green
Location
Somerset
Date
18/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Going with shell Broudband was the worst decision I have ever made. From day one it has continued to fail I am unable to watch Netflix as it constantly go’s off and takes hours to re enter using the ridiculously long password. When customer services have been contacted they have not helped after waiting and waiting to talk to someone they don’t have any answers to the problem you then get passed on to the next person who clearly has no idea how to solve the problem.
I asked to speak with a manager this was refused.
I demanded that I be released from my contact as I am not receiving the Broudband I am paying for, I was told I would be charged, ridiculous shell Broudband is not fit for purpose you will possibly like me spend hours on the phone to them achieving nothing that’s when your not spending hours trying to get it to work on your TV. Avoid Shell altogether it’s not good and customer service is nonexistent.
Reviewer
Jas Gulati
Location
Northwood
Date
18/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Do not touch this company with a barge pole!!! I signed up with Shell Broadband on the Superfast package. The connection kept dropping and after complaining on numerous occasions they finally sent an engineer out for which they charged £65. In the end I got Ombudsman involved who then got Shell to send me a letter of apology. At one point they agreed to waive the engineer's call out fee of £65 but then they retracted their offer and debited my account with £65. Stay away from Shell broadband--rubbish broadband and even worse customer service!!!!
Reviewer
Mr Ramin
Location
Manchester
Date
17/12/2021
Ratings
Reliability
2.00 stars
Comments:
I was initially with post office, and by chance my energy company changed gym Green to shell energy. Thus i though I was being charged for energy. However when i called they told me that the energy has not started to charge me yet.
When i study further my bank details, and bill i findout my Internet has changed from post office to shell brand band, without me knowing anything,
My cost was £23.5 now gone up to £37/month this has been going on for 4month. I'm so annoyed and disappointed with both company that how come i have not beem informed. I will take this further.??
Reviewer
Sue M
Location
North West
Date
16/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Despite having problems since our contract started (8mths ago), Shell Energy has not fixed our problem. There is nothing wrong with the BT line, that is always reliable, the problem is with the 'not fit for purpose' wifi router that Shell Energy provide for their customers. No wonder it's cheaper - it doesn't work. We are not totally without broadband for all our devices except for this laptop where I have plugged a wire into the router. We call Shell Energy today and used their call back service. They haven't called back. We are beside ourselves and have no choice but to source a provider and pay two providers - one Shell for a non-service, and our new provider who we know will be more reliable and we moved from them to save £3 per month by moving to Shell. Worst broadband mistake we have ever made
Reviewer
John Summers
Location
SWANSEA
Date
15/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Customer sales team committed to delivery dates that were in complete contrast to dates indicated in later email. Suppoesed to get connected 16/12/2021. Very unlikely to get connected before end of December. Batted back and forth between sales and service team. I used the cooling off period to go with BT.
Reviewer
Craig
Location
Newcastle upon Tyne
Date
15/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Woeful. Has caused me no ends of problems with work. Most of the time I have to use my phone as a hot spot. Ended up having an interview on my iPad because the internet fell off.
Terrible customer service. Tried to complain then cancel as it wasn’t working. They stated they would have to charge us.
My current account closes 5 days from post of this review. Broadband has completely stopped. Now on hold to customer services for 24 minutes.
AVOID
Reviewer
Unhappy
Location
Up north
Date
14/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Piss poor expensive no one at office wants to deal with you,no moral done for thank goodness my contact ends will not ever be renewing and the three peeps I rec and they got will not be renewing there’s either
Reviewer
Emily J
Location
London
Date
14/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
My broadband has failed 3 days in a row. Tried several times to call Shell - one time yesterday held in for an hour then they hung up. Don’t answer emails - zero customer service - should never have gone with them after buying from Post Office. Avoid
Reviewer
james
Location
uk
Date
13/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst internet i have ever had DO NOT GO WITH THEM please save your money and you time cause you will be on chat with them every week or resetting your router every day just to get the speeds you pay for there customer service is horried they lie to you and offer help that they end up charging 100s for. the worst internet service i have ever had
Reviewer
Terence Fletcher
Location
Barnsley
Date
10/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst ever experience of dealing with any company.
The service was terrible, the WiFi was a joke.
Reviewer
Claire
Location
Fareham
Date
10/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
Reviewer
Dave newman
Location
Manchester
Date
10/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When joining Shell Energy Broadband. Customer Service staff offered me Broadband for £26 per month which is on their own website for only £15 per month.
Two. Shell energy broadband, Send me my router. it was one day late and the currier did not knock on my door, just left a card and I had to go and collect it myself.
Three. When I tried to speak to shell energy broadband about this, it was impossible to get through to them because the advisor took down my email address incorrectly and left it impossible to access their site/My Account. Getting a phone number that works…impossible!
Four. My ‘go live’ live date has come and gone with no access to the Internet as the provided Wi-Fi passwords are incorrect…unbelievable!
Reviewer
Graeme mackie
Location
Galashiels
Date
09/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not subscribe to shell they are the world worst company they don't care about you if I could give the o out of ten I would in fact I would rather have piles than subscribe to this lot.
Reviewer
Shehzad
Location
Buckinghamshire
Date
09/12/2021
Comments:
I took out a new contract with these guys after leaving sky. I have to say shell has the worst customer service iv ever come across I wouldn't recommend anyone to join these guys. I have called them today because I haven't received my router which I was ment to get last week I'm on the phone to them right now and iv been put on hold for over 15mins because they want to find out where the router is before all this I called them 3 times and kept getting disconnected. My honest opinion about this service is absolutely diabolical please don't waste your time with them find I reliable supplier.
Reviewer
Richard Crossley
Location
Burnley
Date
08/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Connection drops or only gives me 6mb now for the last 6 weeks, it was working fine before that, tried to call customer service and after 45 minutes I got through but I explained what the problem was and the guy put the phone down on me, I’m now trying to call back but they will be closed by the time I get through. Not fit for purpose, use someone else.
Reviewer
Brian
Location
Barnsley
Date
08/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
Reviewer
Gill
Location
Droylsden
Date
07/12/2021
Comments:
Absolute waste of time.
After being on the phone for approx 5 hours booked an engineer to come, he never turned up and then sent an email saying no fault detected... so another hour on the phone booked another engineer so waiting to see if he turns up. I've had no internet for 6days and no tv.
Service absolutely appalling. Definately avoid signing up. I was with the post office until they sold it off to this shambles of a company
Reviewer
Lee
Location
Dumfries
Date
06/12/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service good if problem fixed first call. Otherwise its nightmare I have to run around switching broadband Internet to connected off
Reviewer
Disappointed
Location
Swindon
Date
04/12/2021
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Trusted the Post Office, who no longer do broadband services, to transfer me to a decent-quality provider. But as soon as the service moved to Shell the quality instantly plummeted, slow and often barely existent especially at weekends. I really wish I hadn't agreed to transfer to Shell but having read the avalanche of appalling reviews I don't think I can face customer services!
Reviewer
Eric Middlehurst
Location
Kilmarnock
Date
03/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
DO NOT SIGN UP WITH SHELL ENERGY
no internet but they want to charge me for a fault thats their doing havent even had the hub for a week asked to cancle my acxount in the first to 3 days twicein one day two seperate phone calls i was told my account is closed only to discover it wasnt its like they are using entrapment to make their money im sure this is ilegal i will be recording the next phone call i have with them to make sure their is proof that simeone is sayinh my account is closed
Reviewer
Anthony Murphy
Location
Telford
Date
03/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish. Moved from Sky 12Mbps to Shell 50Mbps. The slower was far far better. No point in having a broadband connection a mega speed that takes 2,3 or 4 minutes to connect to something as simple as the BBC and even then starts buffering in the middle of a program. Only committed for a year so will go back to Sky ASAP
Reviewer
steven
Location
Minehead
Date
02/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Company not fit for purpose.
Broadband provider, I don`t think so, nightmare providers.Speeds unusable, promise average 11mbps.get 4mbps if your lucky on top of that wifi signal NOT FIT FOR PURPOSE. Customer service NOT FIT FOR PURPOSE. SERVICE . NOT FIT FOR PURPOSE, do they care about the shockingly bad service they provide. NOT A CHANCE. ROBBERS is an UNDERSTATEMENT. AVOID if you have got any sense.
Reviewer
Ian
Location
Teddington
Date
02/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgrace of a service. We get decent WiFi coverage only up to 3 metres from Router. Rest is hopeless. Weak signal. Drops out. Unusable unless you want to sit in your hall all day. There seems to be little enthusiasm to help and relying on the penalty clause to stop you moving to a provider who can do the job. This has been the case in two small flats. Never seen such problems in 20 years of buying broadband, Shell should stick to oil. They clearly can’t do this business. Will never use again. Will never recommend.
Reviewer
Tom
Location
Brandon
Date
01/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I would not be leaving such a bad review had Shell not messed up and not sent over a compatible router for my new package.
When upgrading to the new package was told my current router is compatible. Waited patiently until 30th November for it to switch. 30th November came and broadband just cut out. Had engineers from Open Reach in on the same day, they tried everything but could not get broadband to work. We called Shell and they said they need to send a new router out and can take up to two working days. I work from home and now have to use my limited mobile data to connect to my work system. Asked Shell if they can do anything and they just said have to wait for the new router to arrive. Not helpful at all and will be raising a formal complaint with them when I finally have a broadband connection.
Again, if this had not happened, I would be happy to leave a better review but this has really been a joke so they only get 1 star.
Reviewer
STANER
Location
Bexleyheath
Date
30/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Postoffice/Shell Broadband state my line is completely fine. I have purchased a new ADSL, I have placed the cable into the test socket and I have moved my wiring, (even though I have had the phone and router in the same place for years). But my E mail states it's me (household) that has the issue. My speed is so slow that I can only write E mails. Their tech team never picks up, even when they call me and transfer me to the team. In my opinion customer service want to be seen as being active but nothing gets done.
The automated message when you call customer service keeps cutting out so you don't hear sentences.
I have requested to cancel my contract without a penalty as they are not fulfilling their side of the bargain.
Reviewer
Graeme mackie
Location
Galashiels
Date
30/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
Reviewer
Milena
Location
London
Date
30/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not reliable broadband, keep dropping out frequently, I was unable to have Teams meets on many occasions.
I asked to terminate my contract because of this and was told I will have to pay penalty fee!
Reviewer
John Armstrong
Location
Glasgow
Date
26/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Has ShellBroadband for a week, no WiFi, nothing.
On phone for hours to idiots, and I mean idiots.
New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
Finally another advisor came on phone, Ivor.
15 minutes later, sorted.
Good ole Ivor.
But once my contract up, never ever again.
Reviewer
Karen M
Location
Littlethorpe Leicester
Date
25/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute waste of my hard earned money slow unreliable wifi
I'm not receiving the service I'm paying for
Reviewer
Paul
Location
North Wales
Date
22/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The connection has never worked properly since we switched. Average connection speed is 0.5mbps and line drops out on a regular basis. Never had this before. Contacted customer services about the issue and they eventually got back to say that they will look at the line. Next I had an email telling me it was fixed. Nothing has changed or got better. I raised a complaint and had an email saying the complaint was now closed. Hours later I had an email acknowledging they had received it. SO they closed it before even confirming its receipt.
I'm paying to get out of the contract as I need to have a reliable connection for work and because I am disabled. AVOID
Reviewer
Andrew Thompson
Location
North Wales
Date
22/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beware of the Consequences of Dealing with Shell Broadband
As a Customer you will be subjected to horrendous Customer Service which Shell Broadband will Neither apologise For or Compensate Yourself For as a Paying Customer.
You will be supplied with an Inferior Router resulting in the Loss of the Service on a frequent basis coupled with Slow Speeds for over a TEN Month Period which Shell Broadband will NOT Compensate Yourself For as a Paying Customer.
You will be subjected to further Loss of the Broadband Service coupled with Slow Speeds spanning over a THREE Month Period which once more Shell Broadband will Refuse to Compensate Yourself For as a Paying Customer.
Shell Broadband will Fail to implement an Agreement on the Agreed Date with Yourself and will therefore be in Breach of Contract. However Shell Broadband will then attempt to force Yourself to leave the Service Early in order that Shell Broadband can attempt to impose horrendous Terminations Fees.
Extracts of Emails received from Shell Broadband with No Authors Name on the Document how appalling.
Extract ONE
This decision is final ( No Compensation will be Paid), if you leave within your contract term then early termination fees will apply.
Extract TWO
If you would now like to cancel your contract with us Early Termination Charges will apply as you are in contract with us. If you would like to cancel we require 30 days notice for this.
Shell Broadband are refusing to release the Written Transcripts from their Website regarding the Appalling Customer Service dated 26th October.
I insisted that All Communications Must be in Writing on 9th November, However since I have been publishing this occurrence on Social Media Shell Broadband now only appear to want to discuss this position by Telephone where no Permanent Record exists.
Shell Broadband are an extremely aggressive Business to deal with potential Customers PLEASE beware.
I have just posted a Google Review on this Atrocious Company Sunday 21st November. Potential Customers Please Read these Copious Appalling Reviews from Dissatisfied Customers and Stay Well Clear of Shell Energy at All Costs.
Failure by Shell Broadband to provide the Service PAID for on Three Separate Occasions Spanning over Eighteen Months
From January to November 2020 the broadband package failed on a daily basis with copious breaks in the service throughout this period from Shell Broadband.
Eventually Shell Broadband issued a New Type Router which resolved the position albeit Several Months Later. Why did I not receive this Router in January 2020 when the package started?
I stated I required compensation for this Loss of Service But none was forthcoming from Shell Broadband. WHY
From May 2021 to August 2021 again there were numerous instances where the Broadband Failed on a Daily Basis.
No compensation has been provided by Shell Broadband for this Loss of Service either. WHY
Agreement starting on 23rd September was NOT implemented by Shell Broadband WHY
Shell Broadband are now in Breach of the Agreement with Myself for the THIRD Time. WHY
When I have previously contacted Shell Broadband to report these erroneous instances I have been asked to provide My Name, First Line of My Address, Post Code and My Email Address.
When I contacted Shell Broadband on 26th October via the website for the FIRST TIME I was asked for My Name, First Line of My Address, Post Code and My Account Number Not My Email Address.
Shell Broadband then accessed MY ACCOUNT using the information I provided.
After some time Shell Broadband then asked was I still there to which I immediately replied YES
I was then disconnected by Shell Broadband WHY - What appalling service not fit for purpose.
I then contacted Shell Broadband on 26th October by the website for the SECOND TIME
I provided exactly the same information for the SECOND TIME as the FIRST TIME.
My Name, First Line of My Address, Post Code and My Account Number.
Shell Broadband then refused on several occasions to action My request for assistance WHY - what appalling service not fit for purpose.
I stated that unless My Request was actioned immediately I would cancel My Direct Debit with Shell Broadband. My Request was NOT actioned by Shell Broadband and consequently I have cancelled MY Direct Debit accordingly.
When I went onto the website that day I discovered that the same package which had NOT been implemented on 23rd September was advertised cheaper WHY ?
Is this how Shell Broadband regard their established Customers with pure contempt? By offering potential New Customers the same package but considerably cheaper how deplorable.
I contacted Shell Broadband for a Third Time on 26th October this time by phone. Shell Broadband requested that I provide My Name, First Line of My Address, Post Code and Email Address. It was stated by Shell Broadband that My Account Number was NOT required.
No consistency whatsoever by poorly trained Staff during the communications that took place on 26th October.
Shell Broadband have offered a Service that is NOT fit for Purpose on THREE occasions spanning over Several Months - how Abysmal.
Shell Broadband are refusing to Compensate for their Appalling Customer Service and Treat their paying Customers with Sheer Contempt.
Shell Broadband are refusing to release the Written Transcripts from their Website regarding this Appalling Customer Service.
I wish to publish these Transcripts on Social Media so the Public will be fully aware of the Appalling and Aggressive Customer Service provided by Shell Broadband I will update this Page as Events unfold.
Horrendous Customer Service currently being encountered from Shell Broadband
Anonymous Emails being sent by Shell Broadband.
I am currently combating a number of offensive and aggressive Emails from Shell Broadband Staff sent without the Names of the Author how Atrocious. Pure Cowardice on their Part. This is what You can except as a Customer from Shell Broadband beware.
Potential Customers Beware Shell Energy are now threatening to Terminate My Service Stay Well Clear of Shell Energy at All Costs.
Reviewer
Vic
Location
Croydon
Date
18/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A complete scam. They offered me a quality internet and it never gave up. And when I wanted to go out with them they sent me a bill for 337 pounds. Not even gasoline will I buy the shell again. They are thiefs.
Reviewer
Susan
Location
Brown
Date
18/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We only got it installed last few days after being harassed by staff in Curries informing me I'll get same as sky for less £.
Absolute ********.
Avoid Shell broadband....forever on phone to them with no results and threatened with penalty if breaking contract....money well down the drain.
AVOID THEM LIKE a PLAGUE.
Reviewer
Betty Garland
Location
BARROW-IN-FURNESS
Date
18/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Disgusted
Location
Yorkshire
Date
18/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid, avoid, avoid
Customer service appalling.
Internet speed useless.
Complained many times during the 12 months I was stuck with them.
Paid in advance so they actually owe me money but they keep billing me weeks after I've left.
Now they say I haven't returned router, which I definitely did. They say they will add £35 to my final bill.
What final bill??
Beware of this scam.
Reviewer
Julie Datta
Location
London
Date
17/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Quite the worst broadband service we have ever had by a long shot. Terrible speeds, far lower than we have had for more than a decade, we have had to pay hefty penalty charges for early departure and then months after we left they sent debt collectors on to us because we had forgotten to return their horrendously lousy router. Don't go anywhere near them...
Reviewer
Jamie
Location
Herts
Date
16/11/2021
Comments:
I agree with others don’t touch them with a barge pole. Awful signal, have had to concede and pay to be let out of the contract. Grumpy and impatient customer service, no doubt in part because they must have so many disappointed customers to deal with. Should never have made the change. Especially given the damage the company has done to the environment over the years, I should have known better. AVOID.
Reviewer
Paul W
Location
Herne Bay
Date
16/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband speeds have never matched those that I signed up for, never even reaching the lower end of the range. Since beginning of October I am sometimes operating on less than 1Mbs. Customer service take more than a week to respond and the chat service can't intervene with an open complaint. Six weeks of seriously substandard service, although, of course, they do regularly take the monthly subscription. Shocking, do not touch this company!
Reviewer
Shirleyann
Location
Watchet
Date
15/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our Internet connection is frequently not working . When we do get it it's less than 2 MG. At the moment it is .5 They have broken our contract with us so we looking to switch.
Reviewer
Timothy Trippitt
Location
Filey
Date
13/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
Reviewer
Damian
Location
Essex
Date
10/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
12 months of problems around 10 visits of engineers, multiple visits booked and no one showed up,
and at the end they try to scam me with router fee, where i have proof of sending the router back.
avoid at all costs!!
Reviewer
Zifar
Location
Manchester
Date
09/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Linda coventry
Location
Basingstoke
Date
06/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hub only works in the room it is in. Terrible signal, and customer service aweful. Don't buy this product or deal with shell energy broadband if you want good service
Reviewer
David M
Location
Buckinghamshire
Date
03/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
jude
Location
wadhurst
Date
02/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
wheres the zero ? shocking customer service worst i have ever encoutered . do not deal with this company been waiting for broadband now for over a month between them and those other crooks at Open reach . still waiting ineffective managers no acting on your behalf to esculate issue . lost momey as tenants left as i had promised them broadband . Have now got them as my provider by default at another property as they took over from The Post Office soon as the tenant vacates i will be moving . Dont get tempted by their prices believe me its just not worth it . Avoid like the plague
Reviewer
Darren
Location
London
Date
02/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please for your own sanity do NOT get shell broadband. Signed up to their ultrafast fiber was promised over 100mbs (advertised 295mbs). Got an unstable 50mbs connection after 4 months of stress trying to work I had to leave, this is after hours on the phone to them time and time again. Anyway at my wit's end cancelled contract then they charged me for 18 months at full price to cancel even tho I NEVER EVER got the service I paid for. Please stay away from Shell broadband they LIE about there so called speed, shell broadband don't help and don't care. BE afraid of shell broadband and run away as fast as you can! Thanks I hope this helps u decide on your next broadband.
Reviewer
Gareth King
Location
Ashby
Date
01/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
A disappointment. I applied for broadband with them and only found out I had be turned down on a technical issue when I rang them to check progress with Broadband installation on the 28th Sept.
I looked but could find no sign of any email from them to tell me this, a decision they made on the 22nd of September. There were different answers about why it was turned down until on the third call I got someone who knew what they doing and explained it without guessing. I did complain but heard nothing for a month and when I did ring up about the complaint nothing had been done. Finally I got a call to sell me broadband! Poor communication and customer service. In my opinion you should stay clear of this company.
Reviewer
bargainbuyer
Location
Burnley
Date
31/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
C4rpman
Location
Lancashire
Date
30/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop
Reviewer
Rita
Location
London
Date
23/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell has been an appaling service.
WiFi barely working, many times we couldn't even load a YouTube video.
Hidden charge if you don't return router and to find the label I had to call the customer service because they don't provide any information to you.
Returned the router and we were still charged.
DO NOT GET THIS EVEN IF YOU SEE A GREAT DEAL.
If I could put 0 stars I would.
Reviewer
Sue M
Location
North West
Date
16/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
Reviewer
Gerard
Location
Manchester
Date
16/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I regret switching to Shell. Don't do it.
1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.
2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.
3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.
Reviewer
Bobbie
Location
Dunfermline
Date
15/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
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!!
Reviewer
Chris
Location
Whitworth
Date
15/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had a living nightmare with Shell Energy.
I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.
When I called to make a complaint I was told I failed Security and they couldn't talk to me.
I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?
I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.
This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.
Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...
If you're one of them God help you!
Don't go near these if you have the choice.
Reviewer
Trickyricky
Location
Burnley
Date
14/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter useless internet, worked fine for a week and now I’m only getting 7.5mb speed which is now fast enough for the tv to work, it will work during the day but after 6pm to 11pm tv will not work.
Reviewer
Brian
Location
Forest Hill
Date
14/10/2021
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
Reviewer
Iryna
Location
London
Date
13/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!
Reviewer
S
Location
Yateley
Date
12/10/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
After a very shaky start we now have excellent Broadband. This is down to the customer service team who eventually listened and acted. Can't fault the team for courtesy and efficiency.
Reviewer
james guthrie
Location
dunfermline
Date
07/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
if your looking for broadband do not go with shell,service is appalling and the customer service is even worse,biggest mistake i made!! speed is terrible constantly cuts off been a joke from day 1 tried to cancel within 14 days but they refused saying speed issues are my fault because of too many devices connected at 1 time??
Reviewer
Mariya
Location
London
Date
07/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely shocked to pay them £30 charge for not returning law quality router. I haven’t heard other providers do that !
Avoid them
Reviewer
jo
Location
cornwall
Date
06/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
waiting to talk to somebody from customer service no one ans the phone am not going with tham looks like BT.
Reviewer
C.Gilham
Location
Dunnington York
Date
06/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently changed to Shellenergy Broadband from Now Broadband. Change driven by price. What a mistake. They are terrible. Constantly dropping off. Far less distance Range than Now. Hopeless Assistance.
Reviewer
Yasmin
Location
Kent
Date
06/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Nothing but issues since Post office switched us over to Shell. They have been slow to deal with any issues.
Reviewer
N khan
Location
Bolton
Date
05/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I will warn anybody thinking to get shell energy broadband as they are a ripp off, their service is very poor you will get nothing working and you won't be able to cancel it,even if it is faulty.they will charge you £110.41 for cancelling their service(an headache).never buy shell energy broadband
Reviewer
Stacey
Location
Staffordshire
Date
04/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As all the other reviews, shocking. I was moved over from the post office and have received intermittent internet supply where it randomly turns off. I’ve tried a few times calling the helpline but I’ve been left on hold for over half an hour each time and given up. I tried emailing but they ignore those too. Just give copy and paste responses. They even tried to say they called me but they haven’t called me once. I’ve researched their service since and found they are a total shambles and have a huge string of angry customers that they just don’t care about. I think a few more of us need to go to OFCOM about them as it’s never going to improve.
Reviewer
Ryan
Location
Co Durham
Date
04/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke of a company with incompetent customer service staff.
Been waiting 16days for my broadband to be fixed, two engineers sent out and diagnosed the same problem, being the router, shell still haven’t sent a new router.
God forbid you try and get in touch with the ‘technical team’ you’ll be on hold for most of the day and when you finally do get through, it’s like Groundhog Day explaining the same sh*t over and over, programmed robots!
It’s ok though my neighbour saved the day and has allowed me to share their broadband whilst the issue is ongoing, theirs is SKY by the way and it is amazing! How f’king embarrassing is that shell! That sky have had to bail you out for how bad you are! Pathetic!
#ofcom should strike them off as a supplier company, absolute joke!
Reviewer
Mary
Location
Penarth
Date
02/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Truly awful service. Broadband keeps cutting off so unable to access on demand TV like iplayer, 4OD or netflix. Shows just keep cutting out half way through then have to start all over again. Have spent an hour waiting to talk to somebody from customer service only to be cut off immediately by rubbish representative "Hannah S". Now back in another queue to try and speak to someone again. Avoid at all costs! Terrible broadband.
Reviewer
Peter
Location
Stratford on Avon
Date
01/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a shambles. So I was suppsoed to be switched over on Tuesday from my old provider. By midnight no internet service. The phone line had switched to make calls only. After multiple inept customer services calls I got through to someone who actually knew what they were talking about. My switch has been put in a 'queue' with Openreach and the earliest I will be connected is 1 week later. Thanks Shell Energy, I'm without internet for over a week in a rural area with poor mobile coverage too. Steer clear everyone. They don't know what they're doing.
Reviewer
John
Location
County Durham
Date
30/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish...avoid this company for broadband at all costs. Absolute shambolic customer service..managers are as equally bad. 6 months I've been with this joke of a company and it's been terrible from day 1. Staff are ignorant and don't care once your in contract with them...never in my life have I experienced a company like this....STICK TO SELLING PETROL!!!
Reviewer
Ashwini Deshpande
Location
Bristol
Date
28/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.
Reviewer
Lynda
Location
Northampton
Date
25/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
If I could give them a minus star review it would be minus ten!
Reviewer
Karine Maillard
Location
Marlow
Date
23/09/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Same as for many others, the problem was/is with returning the router. Despite having returned it, got charged 35 for not returning it. Called customer service and now waiting for an email to which I can reply with my proof of postage. Pretty disgraceful!!
Reviewer
R
Location
Northern Ireland
Date
22/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got forcefully switched from Post Office when Shell bought them over.
Got cut off with no warning and have no indication of why.
They made zero attempts to get my monthly payment.
Terminating contract, my advice to others is to pay a little more if they want any kind of reliable service.
Reviewer
Angela
Location
Telford
Date
20/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After being with the post office for 2 years and never having a single problem, Had to change provider and from day 1 it’s been an awful service. Rang to make a compliant they can’t even find my post code !!!
What company can’t even locate me by post code?
Can take my bloody money tho
Reviewer
M
Location
London
Date
20/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
It has been 20 days still no internet nor has the order even been confirmed.
I'm stuck in the middle, they won't cancel the contract nor set me up.
Reviewer
Jon
Location
England
Date
17/09/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Okay until the end of the contract, if you decide to leave, Shell ask for the router back. Posted it. Nearly a month later they say they have not received and will charge £35. Tracking says delivered. Third party receives returned routers, clearly not recording which customer they have been returned from. Nearly half an hour so far trying to fix this. Ongoing. Best avoided.
Reviewer
Andrew
Location
London
Date
17/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.
Reviewer
Mark Robinson
Location
Edinburgh
Date
15/09/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The main issue that I had with Shell Broadband was after ending the contract. The router was returned but constantly got email reminders to return the router! Customer service was poor, therefore to ensure that I was not charged £35 for returning the router, I cancelled the direct debit. I was in credit by £6+ but decided rather lose that amount compared to £35!
Reviewer
Jane Robertson
Location
Motherwell
Date
15/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE
Reviewer
jimmy
Location
glasgow
Date
11/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't go near them!!!!!!
Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
Reviewer
Nick Dymond
Location
Devon
Date
09/09/2021
Comments:
Experience with shell has been terrible. Swapped from SSE who were great, really good speed and never any problems. Then swapped to shell. Poor internet right from start and long periods without any connection at all. Tried to contact them on chat facility and kept being cut off and then told 7 in queue. Tried calling them and am still on hold, 30 mins and counting!!! Would not recommend and am going to cancel
Reviewer
Titu Miah
Location
East London
Date
09/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely atrocious, disappointing customer service all they keep saying is ‘I understand I understand etc’ I joined few months ago started having problems 3 months down the line with broadband they sent engineer and they was advised it’s their router so they sent a new router 1 week later. It takes 48hrs to get the request approved and then 48hrs for delivery. This is unbelievable Iv had no internet at home just before the start of summer holidays till now there is no internet. I hate calling them to get through you have a minimum wait of 35 minutes before you can talk to something and you will be lucky to get through to the right department if not then you got another 30/45 minutes wait. Honestly regretted using this service. For a company this big it is shocking they have a service like this. I would not recommend anyone to go with them. They might give you a good deal but when problems start good luck to you… absolutely horrendous service it will stress you out.
Reviewer
Elle
Location
Market Harborough
Date
08/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am so angry and upset with this company that I feel I need to make others aware of their appalling service. I was paying for ‘super fast speed’ broadband for over a year! The connection was shocking! I now realise after leaving them and joining another company, that it wasnt ‘our fault’ that it was slow (which is what we were told by Shell) it was their fault!!!! Their customer service was terrible. Even after having my contract cancelled I continued to be harrased by emails saying I owed more than £80! They even got debt collectors after me! My contract had ran out so I didnt even owe them a cancellation fee. They charged me for my router!!! Which was an 8 yesr old router from the previous company that Shell took over! Im so shocked at how they treat their customers. Trying to scrounge more monies and threatening them. PLEASE DO NOT JOIN THIS COMPANY!
Reviewer
Ben
Location
Hampshire
Date
08/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Lynfa
Location
Northampton
Date
06/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
Reviewer
The Dom of Prescot
Location
Merseyside
Date
04/09/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We took a contract with Shell Broadband when we where ready to connect the router did not work rang Shell after several minutes I managed to speak to an engineer try few thing no luck told they will get me a new router. After 3 days contacted them and I got told they were going to repair my router from their factory and it will take 48 hours. 3 days after contacted them (weekend)I will have to wait for another 3 days or more. Cancelled it send me an email asking me to paid £78.+£12 for cancelling our contract good firm to deal with...
Reviewer
Shelia
Location
POLEGATE
Date
03/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.
Reviewer
ram
Location
Belfast
Date
02/09/2021
Comments:
I have registered for the new broadband connection with Shell energy on 14 Aug and received the router on 28 Aug. They activated the connection on 1 Sep. Connection was very poor and I cancelled the connection on 2 Sep.
But Shell energy charged me to pay 110 pounds as the early termination fees. I am not sure what is the meaning for the 14 days cooling period? If they deliver the router after 14 days then I don't have any cooling period? Also I'm wondering whether it is the genuine process?
Reviewer
Justin
Location
London
Date
02/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really SLOW broadband speeds - I changed over to Shell Broadband and the service speeds I am receiving aren't even enough to watch Netflix without heavy pixelation. Their solution: I should be plugging my devices into the router by ethernet cable rather than using wifi. Ridiculous!
Reviewer
Michael
Location
Kent
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Shell for 18 month and that was one of the worst broadband experiences so far for a number of reasons:
- misleading advertisement - ad was promising 11 MBPS, I ended up getting 4-6 download and less than 1 upload. felt like a dialup modem
- bad router - constant disconnects from my laptop, very annoying
- engineer required to come and fix something on their lines after half a year of constant calls to the support
- on the way out they charged me for 4 calls I never made (my landline was not even connected) and I discovered only when they charged over 5o quid to my account. Again calls to the support and refund which is not yet paid in
- mandatory return of the router with charge if you don't print a label and send the old router back (useless piece of kit in the first place).
Summary
Required hours on the support calls, some issues never got fixed, overcharging and just poor connection quality. Would recommend to steer clear.
Reviewer
James Mayhew
Location
Stafford
Date
27/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Constant ‘drop outs’ and then the most useless Customer Service
Reviewer
Catherine
Location
Leeds
Date
24/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I start from? I was sold shell broad band whilst trying to leave talk talk, they promised to settle my cancellation fee and have now gone back on their words. I have decided not to leave talk talk and I call shell on day 14 only to be told i can nolonger leave, bear in mind I haven’t even gone live and only received router yesterday- still unboxed.
This is legit the most inconsistent, and insensitive service provider I have ever come across.
Shell I will drag you to court if I have to. You are not getting a penny off me!
Reviewer
Michael
Location
BASINGSTOKE
Date
23/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Shell took over my broadband after being with previous supplier for a number of years. After a further 12 months requested a new router on line via the chat link. Eventually gave up and visited a comparison site and found a much better deal. Since they received notification of switching my broadband has been pants! They even have the nerve to charge a disconnection fee. Not pressed!!
Reviewer
A Reynolds
Location
SALISBURY
Date
19/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
DO NOT USE SHELL BROADBAND.
Reviewer
Steve
Location
Cf83
Date
19/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I would never go with this company again I was quoted a price through Uswitch but when I called the customer help line the lady said I had it through another website I complained no luck. At the end of the the 12 month period I have gone with another company i now have been charged for not returning the router which I sent back and it has been delivered to them avoid the company.
Reviewer
Tapan
Location
London
Date
17/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Think the reviews from others speak for themselves on how bad Shell energy broadband is, how poor their customer service, how substandard the router etc. Finally, after switching away, and putting a formal complaint in (as opposed to the many resorts to calls and 'chat'), we have had offers of 'help'. Yesterday, finally had an admission that the difference with other providers might be that Shell's supplied router might be 'different' to those of PlusNet, BT or Sky that we have had over a long period without such a devastatingly poor service that Shell has offered. Stay a mile away if you possibly can! I have also complained to USwitch for their truly dreadful (and probably not impartial) advice on Shell's supposedly higher speeds than some of their competitors which is what had prompted us to try them out - we have regretted every minute of it - and now being stuffed by Shell with early termination charges! You get the picture I am sure.
Reviewer
Ritchie
Location
Colchester
Date
16/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband was always reliable, but the router was dreadful. I replaced it with my own TP Link router within a month of taking out the contract and threw the Shell router in the bin...18 months later and I have to pay £35 for the privilege of buying a £150 router to make their Wifi work. Terrible!
Reviewer
Jamie
Location
bishop auckland
Date
13/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Anyone looking to use these look elsewhere speed was awful kept saying it would get sorted and never did got fobbed off till the 3 weeks ran over so I had to pay the full contract off or baliffs were coming to the door never worked once it was that slow.
Reviewer
Stephen Vallance
Location
DURHAM
Date
10/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Abysmal.
Fooled into joining by the cost, and the proclaimed broadband speed in my area.
Plusnet appears far cheaper. The broadband connection constantly drops and I lose it.
Do not sign up.
Reviewer
Pete buzz
Location
Middlesbrough
Date
10/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would,nt have it if it was FREE - TOTAL ****
Ran by kids who laugh when you complain after 30 mins wait on phone, How do these idiots get a licence to trade ???
Reviewer
Karen
Location
Wallasey
Date
06/08/2021
Comments:
I had Shell energy for 2 months. First month I was charged admin as extra from the end of the first month it continuously went off average of 20 times a day, I cancelled. They have now charged me £192 for breaking the contract. My argument was you should deliver a decent service. Their argument is you should of told us it didn't work! When asked where to out a review, I was told we are up and running now! DO NOT GET BROADBAND OFF THESE CRIMINALS. I sent them an email asking for a breakdown of my bill, their reply was to send my debt to MIL collections! I am on benefits! Absolutely disgusting!!!!!!!!
Reviewer
MM
Location
Chorley
Date
05/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use Shell Broadband the service is very poor and their customer support is abysmal. They charged me £240 to exit my contract and would not accept that the service was performing under that promised. I’m moving country for work and they still insisted on me paying the huge exit fee. They are indescribably awful in al respects and their customer care team are surly and unhelpful!
Reviewer
Charlotte
Location
York
Date
03/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke. Do not use this provider! Impossible to connect some devices and the connection is down more often than it actually works.
Reviewer
Tapan
Location
London
Date
29/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Truly dreadful in every sense. The download speeds were very poor, far worse than PlusNet, despite 'targets' being higher. Being with PlusNet and Sky for a number of years, we made the mistake of switching to Shell, and have we regretted it! The upload speeds were so shocking that we have had to use mobile internet hotspots to function. Despite wanting to exit in the first month, we have had to pay hefty termination charges. Do not go anywhere near them.
Reviewer
Caroline
Location
Ely
Date
29/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely the worst company I have ever had any dealings with. They changed my package mid contract without me asking and put up the price. They didn't provide the service they promised and when I complained completely fobbed me off. They don't respond to their emails.
Reviewer
Connor
Location
Runcorn
Date
28/07/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
Reviewer
Antonette
Location
Southampton
Date
28/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently left shell on June 2021 but kept receiving bills which more than tripled , I kept phoning them to say why is this since I usually pay at the beginning of the month and left 2 weeks before the next payment due. Initially , they themselves did not understand why I had charges. Then they said about early termination fee , which I refuted since I was with them early July 2019 for an 18 months contract. But when I phoned the last time to resolve this apparently I had to pay an engineer fee for the month of May for a simple repair which mind you did not fix the internet that’s why I left them in the first place plus a cease fee. I caved and paid just to get it over with as I do not want to deal with them anymore. Poor internet service even poorer management and ripped off
Reviewer
Chris
Location
Whitworth
Date
27/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.
Reviewer
Stuart
Location
Bedford
Date
26/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I left early, paying them £150 exit fee for them to **** off. A guy came to the door last year offering a broadband and energy deal - the broadband price didn't get credited and I send weeks and weeks trying to convince shell that this guy came round and offered us a better deal, showing proof and being assured it would be sorted. No luck. So a year later I finally caved and they can **** right off.
Reviewer
Save harri
Location
Huntingdon
Date
22/07/2021
Ratings
Satisfaction
1.00 stars
Comments:
You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know
Reviewer
John McGrory
Location
Manchester
Date
22/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell Energy Broadband rip-off
By far the worst, unprofessional so call company provider. As from other reviews, i.e. Internet connection not too clever 1st year when calling up to notifying about their Internet connection, you get charged for this call. However, after my one-year contract, phone calls are now three. After having so much trouble I have decided to get another provider, notice was given. However, after my cancellation, they continue to take payments. I did lodge a complaint and received a reply within the same day, saying that they looked into it and I will be getting a refund. However, no refund 2nd month another payment taken after sending emails and phoning no refund. Another complaint was lodged after speaking to the adviser, asking me to provide evidence that I have no payment. Therefore, I sent my bank statements, in which clearly shows no refund was paid then I received one payment of £18.99.? However, my payment was £19.00 a month. I don’t know where they got that other figure from 2 months on receiving phone call from receptionist I requested to escalate my complaint several times and also by email. Eventually supervisor did contact me. I inform the supervisor that I requested to speak to somebody in authority. However, this was refused to have received another payment of £16..... An outstanding balance over still owed after 3 months of £2... As this has now affected my health is costing me money by phoning them, etc I will not follow it up as I find this organisation very rude, unprofessional and never fulfilled their promises. I don’t know if it’s just a rip-off or unprofessional people. However, shame on shell energy broadband, unbelievable.
Reviewer
Jaime
Location
Walsall
Date
22/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Honestly - don't bother! I hardly ever leave bad reviews but Shell Energy Broadband are the worst. I'm meant to have fibre broadband but my speeds are always between 1-3MB. I asked them for help several times and they either told me that it was a problem in my area (it wasn't) or tried to charge me to get someone to come and look at it. I've finally cancelled and found a better provider. But despite being out of contract, they've still charged me £12 for the pleasure. Terrible.
Reviewer
John S
Location
Lancashire
Date
21/07/2021
Comments:
Lesson learnt - cheap for a reason. Garbage service, awful router and expect full payment despite cancelling in the first week. AVOID
Reviewer
Kelly
Location
Cumbria
Date
21/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible internet service & customer care. Internet signal constantly drops out & WiFi reception around the home is limited to the room with the router only, which is unreliable too. Called customer service & they were rude, made excuses for constant bad signal (e.g. using too many devises at once- only me at home so only one ever used at one time) & came up with silly suggestions to fix the issues. I gave them the opportunity to resolve before swapping to another provider. Shell informed me it was my phone line, I now have a new provider with excellent service & guess what- no issues with my line. DO NOT go with shell energy broadband
Reviewer
Peter
Location
Hampshire
Date
16/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently left Shell Broadband having completed the minimum term on the contract and have just received a threatening email telling me to return my router or face a £35 charge. I never wanted their damned router in the first place as I have my own far superior router and have not kept their useless piece of junk. Now they want me to pay for the POS!
Reviewer
Hadden
Location
Coatbridge
Date
08/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
Reviewer
A B
Location
Kent
Date
08/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
Reviewer
Carole
Location
County Durham
Date
06/07/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have had no problem with Shell broadband. Customer service very helpful when needed. No extra charges for anything and very affordable. I will have to wait for my 12 month contract finishes to see if I need to swop. But so far - no complaints.
Reviewer
Cas
Location
Wales
Date
05/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It was slow then it was still post office didn't think it could getting any slower boy was I WRONG. It is the slowest internet iv ever had. Constantly cutting out. I'm so glad my contract ends this month so I can leave. DO NOT GO WITH SHELL ENERGY unless3you like banging your head against a brick wall.
Reviewer
Damian D
Location
Date
04/07/2021
Comments:
Absolute thieves. Worst provider experience in 20 years of home broadband use. Average 7-10 disconnects per day up to 5 minutes each making home working impossible, and have the nerve to charge 18 months early exit fee.
Reviewer
Louis
Location
Duns
Date
02/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Literally the worst and most expensive boradband provider I have ever had the misfortune of using. Terrible and rude customer service. Huge expense for the new router. Drop outs are endless. Dont even bother trying to explain anything to the staff as they are terribly rude and offer no help. If I was them I would stick to destroying the planet by drilling for oil. DO NOT go with Shell.
Reviewer
Sue Mundy
Location
North West
Date
01/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband from Shell energy is the worst broadband we have ever used. The wireless router is so unreliable, Shell Energy advised us to use wires throughout the house!!! The signal is totally unreliable, as it comes and goes between 2-10 times per day. It's a terrible broadband facility and I cannot wait to get out of this contract. Only 9 and a half months to go. Please don't set up a contract with Shell Energy, unless you want no end of disturbances and stress. It's the worst broadband decision we have ever made
Reviewer
M.c.Portis
Location
Sidcup
Date
28/06/2021
Ratings
Satisfaction
1.00 stars
Comments:
Customer service appalling. Broadband reliability non existent. Patronising customer service
Reviewer
Robin
Location
Hertfordshire
Date
27/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful company in every way. Been with them 4 months so far, still no connection to the internet, they will trap you into more charges in every way they can. Avoid getting into a contract or engineer visit, is going to end up costing me hundreds for nothing but stress, no connection & extremely poor customer service. Believe nothing they say….
Reviewer
Kelly
Location
Kelly
Date
24/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worse company I have ever come across , appalling customer service they have no idea about broad band and constantly huff and puff on phone before conveniently being cut off , tried to persuade me to buy extra connectors costing over £8p to help with my wireless problem but when the engineer from BT came out they confirmed that Shell had turned my wireless connection off purposely. Please avoid avoid avoid . I cancelled eventually due to no internet service at all !!!!’
Reviewer
Marcelo
Location
London
Date
21/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
NO stars for this company, it is shame not having no stars! The 4 people I have got in touch do not have any idea how to resolve problems apart than cancelling my order! Really bad
Reviewer
KPittoors
Location
Wrexham
Date
15/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The wifi signal has limited range compared to BT. Once I am on my patio, signal drops. I used to be able to access wifi anywhere in house and garden with BT. Also Shell blocks the use of 18866 service for cheaper international calls. Customer service were not able to resolve these issues. I am sorry I moved to a cheaper but poorer provider.
Reviewer
Aitor Moncho Tudanca
Location
Edinburgh
Date
15/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.
The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
Reviewer
Dan
Location
Cardiff
Date
08/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst provider ever, customer service is diabolical.
Reviewer
Michelle Newman
Location
West sussex
Date
01/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORST BB service provide. They send out faulty equipment and try to charge you for it. Never received broad band very slow to repair and customer services over the phone is appalling. Don't waste your time, the offer is to good to be true. Not even worth the 1 star.
Reviewer
Robert
Location
Brierley Hill
Date
25/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I do not recommend crooks do not keep their word. They impose additional fees.
Reviewer
Radoslaw Marczak
Location
Leeds
Date
24/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
AVOID
This was the worst broadband experience I have ever had in my entire nearly 40 years long life.
Avoid Shell energy as a provider. They have a micro additional charge for everything. They lack basic services like changing a name on a contract. Customer care doesn't even listen to you when you query something. There was no single day when the internet would just break for some period of time. Often restarting the router wouldn't do anything. Speed was pathetic up to 6Mbs while promise was 20Mbs. also the cost £31 pm for an absolute joke of a service. I am immensely relieved I can cancel. Never looked forward to changing the provider so eagerly.
At the end you also have to post back the router.
Reviewer
Patrick
Location
Nottingham
Date
24/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst company I have ever dealt with. 10 months with broadband so slow and unreliable I have to turn WiFi of on my phone to get internet. Customer service have no interest in fulfilling the contract. Horrible people and a horrible company. I don't understand how they are allowed to trade like this.
Reviewer
Matt
Location
Aylesbury
Date
18/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid avoid avoid the worst company I have ever had the misfortune to deal with. Unhelpfull and rude customer care team, non existent connection then had the ordasity to demand £315 cancellation fee for not receiving a service.
One star is too good for this company my advice is to look for a different provider.
Reviewer
Joe
Location
Runcorn
Date
17/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Absolute rubbish.paid for higher speed and it's exactly the same
It's a big con
Reviewer
CW
Location
Cheshire
Date
14/05/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Couldn't be happier. Get 34MB most of the time and haven't had any connectivity issues
Reviewer
Cath
Location
Whitstable
Date
09/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
Reviewer
Daniel
Location
North West
Date
08/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appallingly poor service from a company whose staff seem trained specifically to argue with customers on every point instead of listening to their concerns and addressing the issue diligently an fairly. They've tried to walk all over my consumer rights, despite admitting their many errors and "service failures" and their staff have been plain rude most of the time. I would love to see their reporting statistics because they failed in all of their callbacks to me up until I escalated the issue to their executive team. My best advice to anyone with an issue is to look at the Consumer Rights Act 2015 and the things a company must do when it cannot meet it's own obligations under a contract.
Reviewer
graham rooney
Location
AXBRIDGE
Date
05/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I just moved from shell broadband,started with new suppler on 8/o3/2021 had to have new connection fitted for super fast broadband,shell are going to bill until the 25th April, what a scam ..Have to pay for 2 suppliers at the same time ..
Reviewer
Steph
Location
Sutton
Date
04/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely *****! Internet keeps dropping in and out nothing but problems. But quick enough to suspend you when your a few days late with a payment but they can make you go without internet for a week or more!
Reviewer
Jane
Location
Kent
Date
01/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Recently spent over an hour on a phone call to Shell Energy to let them know I was moving house. I was informed that I owed them £180!!! Cancellation charges apparently because I wasn’t transferring the internet to my partners house as he already has internet with Sky! I complained and got the charges reduced to £80. Read the small print and the “27” pages of terms and conditions folks! Better still find another internet provider. I certainly won’t be going back
Reviewer
Holly
Location
Durham
Date
01/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you like wasting your money on things like me clearly! SHELL IS THE WAY! I’m thinking maybe there’s a old paggered hamster in my Wifi box on a wheel? Because this speed is terrible! And trying to speak to the customer service is like trying to get blood out of stone! Absolutely shocking, get my WiFi sorted or I will be battering one of your staff on the street with the ROUTER!
Reviewer
David
Location
Peterborough
Date
30/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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 .
Reviewer
Patrick Shaw
Location
Nottingham
Date
29/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I haven't had useable broadband since signing with shell. No smart TV, no software updates, no doorbell alerts, no surveylance cameras, no netflix. Even to the extent that I have to switch off WiFi on my phone to use internet. Month 9 now of paying for something that they have no intention of supplying. Don't make the same mistake I did. This company are basically fraudulent theiving scum.
Reviewer
Adam Scott
Location
London
Date
27/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.
Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.
The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.
To sum up:
Shell Energy Retail Ltd can't connect phone lines
Shell Energy Retail Ltd won't connect phone lines
Shell Energy Retail Ltd can't make phone calls
Shell Energy Retail Ltd can't receive messages on an answerphone
AVOID AVOID AVOID this company at all costs.
Reviewer
Barry Mason
Location
Lincolnshire
Date
25/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Stephen
Location
Bolton
Date
23/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I’ve been with Shell Broadband for 20 months. In this time I moved house and apparently they can’t move my broadband but can only sign me up on a new 18 month contract despite only having 3 months left. They did this last time I moved and I agreed. This time I’ve checked and there are several providers who are £10 a month cheaper. So I now have to pay for 3 months service I won’t use. I will never sign up to any shell products again and also advise EVERYONE TO AVOID!
Reviewer
Richard
Location
Bournemouth
Date
22/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor reliability, very very poor customer service and complaint handling is basically claiming issues don’t exist or are the customers fault. Stay well clear
Reviewer
Patrick Shaw
Location
Nottingham
Date
20/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Atrocious speed, intermittent connection and the worst customer services I have ever experienced. It's taken 9 months for them to put some effort into improving my connection. I doubt they would have done that but for the bad reviews I given them on sites like this.
Reviewer
Hazel
Location
Devon
Date
20/04/2021
Comments:
AVOID SHELL ENERGY LIKE THE PLAGUE!!! we were with another company for 5 years and never had an issue, as soon as shell took over we magically suddenly owed them 100s of £££ for one years usage, at first call they admitted it must be fault but two years later the issue is still unresolved. Nobody will take any further responsibility for it being wrong and our owing is now over £3,000 because we cabt afford to pay them what thry demand monthly, they are SO unhelpful that we now just refuse to make any payments at all, they ring, text and email multiple times a day which is aggressive and harrrassing. During the pandemic its responsibile for all my mental health and depression issues, we feel completely trapped by them with absolutely no way out, I REFUSE to pay money we dont have and that we didn't spend in the first place. All you have to do is join all the shell company Facebook groups to see this is a frequent scam they seem to employ on unsuspecting previously loyal and well paying people, i didnt ask to be signed up to shell and now we are stuck with this TERRIBLE company forever! Shame on you. One day your constant harrassment will be the end of me.
Reviewer
Terrie
Location
Dagenhsm
Date
18/04/2021
Comments:
The serve with shell went live on the 39th october the service was not fit for service the internet keep cutting out and buffing I recieved the first bill within 6 days after activation which was higher then agreed I was never told the first bill would be high contacted shell fault was not rectify I cancelled within the 14 days of activation i was harrested with phone calls details sent to dept collector every complaint I made was closed before i was satisfied or resolution would not recommend the company to anyone
Reviewer
Mark Cooper
Location
Coventry
Date
16/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I've ever had the misfortune of dealing with.
They try to walk over your consumer rights.£300+ bill and never searched anything and never made a phone call.
Should be closed down straightaway.
Reviewer
Mark Cooper
Location
Coventry
Date
15/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company.
Given start date.Nothing happened.Told them waited 24 hours nothing.No phone no broadband.
So cancelled it.They now want a years worth of internet and phone paying for.Jokers
Reviewer
Lawson Cooper
Location
Markfield Leicestershire
Date
15/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Signed up with an 18 month contract at 38Mbps and although the first 7 months speeds were fine, last couple of days the service is very slow. Just checked and only 11.02Mbps. Poor service would not recommend
Reviewer
C Evans
Location
Cardiff
Date
14/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Genuinely the worse company I have ever dealt with. Do NOT go to this company for Broadband. No service for a month and clueless advisors who could not help in any way. Very poor service technically and bad responsiveness. Save yourself a lot of heartache and go elsewhere. I had no service at all and they blamed me for needing higher speeds for working from home.
Reviewer
Keyla
Location
Clapham North
Date
14/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had never entered into a contract with Shell Energy, the cheap price is there for a reason. The Internet is so slow and the signal is super weak. In doesn't reach all areas of my tiny 2 bedroom flat.
Reviewer
Robert
Location
Hampshire
Date
14/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I would not recommend this company. I have been migrated against my wishes from the now-defunct PO Broadband, and the customer ' service ' has been abysmal. There are better options out there.
Reviewer
J Maguire
Location
Kent
Date
11/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I work 12 hour days so am rarely at home to use the internet, maybe stream Prime or Netflix for an hour or two a night, occasionally Zoom and WhatsApp. I have no other devices that connect and it’s currently a one person household. Changed to Shell and the internet is dreadful. The modem switches itself off multiple times a day losing connection. For example watching an hour show on Prime- usually the modem will restart 3 times. This isn’t buffering - it completely loses connection. I called Shell and they told me they’d book an engineer as there was a problem with the line and I might have a faulty modem. I got cut off at the end of the call, they didn’t book the engineer and I called back. The next person refused to book the engineer and told me the previous person hadn’t followed the protocol and that I needed to take steps to fix the modem myself. They declared the connection fixed, which it was not. They even had the cheek to tell me I was a high volume user and I needed to upgrade to a more expensive package! I then got a call the next day (which was a reply from the email I sent 5 days before) from someone who had not even had the decency to read my previous two calls with Shell, basically told me I was getting the service I was paying for and wouldn’t escalate this to management. Again tried to sell me a more expensive package! I advised I’ve never had a problem with either of my two previous providers with this speed- and asked again how on earth they can classify me as a high user of internet when I barely use it?
Anyway, they haven’t sorted any of this out. I can’t leave because it’s £6.50 a month for every month I cancel plus they charge a £15 disconnection fee when you leave, even at the end of the contract! Surprised it’s not illegal to be honest. Shell is outrageous- one word- AVOID!
Reviewer
Martin Glenville
Location
County Durham
Date
11/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish! I got conned into getting Shell Energy broadband with assurance that the speed would be faster than my previous supplier. I am forever losing the connection and the speed (when I am actually connected) is far slower. I contacted Shell and they said that I must dismantle the box on the wall and start doing various tests. I have never had this experience before with any previous suppliers. I would not recommend Shell Energy broadband for one second.
Reviewer
Rachel
Location
Pontypool
Date
05/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'll give customer service two stars for politeness, but I've been with Shell for a few months and have had to contact them 3 times already. This is by far the worst internet service I've had in this property in 11 years. It's not fit for purpose half the time, often completely unusable, and have to resort to using data on my phone. The one glowing review here is clearly fake. I wouldn't recommend Shell Broadband in a million years.
Reviewer
Mrs unhappy
Location
Somerset
Date
05/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service. No access to the customer service after 4 pm easter saturday, we lost internet and phone line access at 20.15. No facility to report potential fault (I'm being kind assuming this) until tuesday am. Who would go into a contract with a company who an individual cannot report a fault for 3 days... not me, I'm off.
However shell want to charge me money to leave even if 30 days notice is given.
Avoid this company.
Reviewer
Jane Slater
Location
Sutton Coldfield
Date
31/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just finished an 18 month contract with this useless Broadband supplier. I would not recommend it to anybody. Broadband speeds and downloads are appalling. Phone calls to their Customer service is a complete waste of time. Nothing is ever resolved. Accused of not connecting the router correctly and wanted to charge £65 for an engineer to visit. I had nothing but problems trying to remedy the slow speed and was paying for a service which wasn’t fit for purpose. Now using another provider and the improvement is staggering to what it was with Shell. I do not recommend this company and would advise people to avoid being ripped off and disappointed.
Reviewer
Alan Ritchie
Location
newcastle upon tyne
Date
31/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell Got to be worst Company for Broadband , Be aware Warning , Do not Sign up , Problems, Breached Section 6 ,SECTION 7 FCA rules and Poor Customer Services , BLAME customers for their Inadequate Customer Service , Threats of £70 Engineer To cone out , Go will BT Sky , NOW TV , you're Warned
Regards Alan.x
PS Threat of early termination fees ££185 even if YOU GIVE standard 30 days notice
SHELL A NIGHTNARE , AVOID AT ALL COSTS
Pay a little MORE for Decent Suppliers
Reviewer
Lorraine
Location
Manchester
Date
25/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't use this company. Their customer service is appalling. If you have any problems or issues they won't help you. As soon as you've signed their contract, that's it, they are not interested. Shell got my order wrong and I ended up with the lowest broadband speed and not the 'plus' service. Unfortunately, I didn't realise as I have brain fog from chemotherapy and now the 14 day 'cooling off' period has passed. They won't put it right for me. It wouldn't take much effort to give me the broadband speed I thought I had signed up to. They made the mistake in the first place; my only crime is that I didn't spot that when they sent their confirmation email. Where are the companies whose attitude would be: "I can see a genuine mistake has been made here, even though the 'cooling off' period has passed, I can change that for you"? It really is no skin off their nose to rectify this. They just don’t want to. In fact, the customer service person I spoke too, made it clear it was my fault as I didn’t check their confirmation email properly. Try living with a terminal cancer diagnosis and let me know how many things slip your mind. Next stop, Facebook, Instagram and Google.
Reviewer
mr unhappy
Location
Date
22/03/2021
Comments:
My usual monthly update. I pay for 38m but do not get anywhere near, mostly around 20m but just checked and getting less than 4m.
I dont bother wasting my time contacting shell just to hear the same excuse and advise. My advise is read the small print on your contract, read the reviews, then buy elsewhere and save yourself an unwanted problem.
Reviewer
Lindy
Location
London
Date
19/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I normally switch broadband regularly and never automatically renew. Shell Broadband is the worst I have ever come across. The broadband was not too bad until Feb 2021 when they claimed to have upgraded it and its gone worse.
My contract with them ends in May 2021 and today they tell me I have to pay a cease fee for ending the service even if I end it after my contract has ended. This is daytime robbery in my opinion. They are penalising me for leaving them. This feels like its aimed to deter people from leaving them and its unfair. Are we supposed to stay with the company for life or else we incur a penalty charge? Ridiculous!!!!
Reviewer
Dissatisfied
Location
UK
Date
19/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID LIKE THE PLAGUE!
One year of no or low connection, intermittent connection, top speeds of 0.8 upload and 5 MB downloads.
Appalling customer service - unable to contact them via phone (which is expensive), emails ignored, complaints ignored,no ability to leave contract.
Even after my one-year contract was up, it was impossible to leave! Weeks after requesting that they cease the line, the line is still open and they are still charging me for broadband!
This company is impossible, infuriating and you should avoid them at all costs - don't say you haven't been warned!
Quite how they've won a customer satisfaction award for their broadband in 2020 given the number of negative reviews they've received beggars belief.
I would NEVER recommend Shell to anyone, and would certainly never use them again.
I have had to resolve my complaint through an ombudsman and still have got nowhere weeks after making it.
Reviewer
Matt
Location
Wirral
Date
17/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely abysmal customer service and their internet speed isn't much better. If you move house part way through your deal they start a brand new one to trap you for longer. If you believe your contract ends in a few weeks so ask to cancel rather than start a whole new deal they don't inform you that the contract doesn't end in a few weeks but instead accept the cancellation then charge you over £100 for doing so. Shocking customer service all round
Reviewer
kr1485
Location
Essex
Date
17/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The only positive thing I can say for Shell is that their call-centre staff are very polite and courteous and as such they are one ahead of the mostly arrogant/unpleasant people I dealt with at XLN.
However, the speed with which they resolve issues is abysmal. At first I was impressed with them - the phone was answered quickly and the staff were pleasant to deal with. I presume though that this was because I was a new customer. As soon as they have you on board,it is a different matter. First, I was given an upgrade (with predictable price rise) that I neither wanted nor needed. My service was, during this time, suspended for several days. While this was hugely inconvenient, it also illustrated to me that I appear to have an issue with wifi - in that it is causing me health problems. While the wifi was suspended, the issues I had experienced, stopped. I therefore made the decision that my health and well-being are far more important than being hooked up to the internet and I asked Shell if I could terminate the contract early. They, predictably, are going to charge me for the full term of the contract, despite me saying that I am not going to a rival firm. Their response times to my queries are woefully slow. I do not blame the poor people who have the misfortune to man Shell's telephone line but the terrible management who put insufficient resources in place to deal with customer queries/complaints.
So, if you want pleasant call-centre staff, rubbish broadband reliability, and hideously slow complaint resolution, then I can't recommend Shell highly enough!
Reviewer
anton
Location
st helens
Date
15/03/2021
Comments:
Ive been with Post office without a contract for several years and many time Ive thaught of transferring,
Post office are now passing BB onto Shell and what Ive read up to now I have second thoughts, can only hang on until the switch over.
I was going to go fiber but now ????
thanks for the info
Reviewer
Amanda
Location
Filey
Date
15/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Not the best sadly.
My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
Reviewer
jay
Location
hounslow
Date
10/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation
Reviewer
Shaw
Location
Derbyshire
Date
27/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service
Reviewer
Curtis Hall
Location
Nuneaton
Date
27/02/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period.
Please keep our speeds coming at 78mbps download and 20mbps upload. so far so good. No help was needed, easy to setup and easy to connect. I can't thank Shell enough. It has been an easy transfer from our old provider to shell. Great experience so far.
Thank you Shell Energy
Reviewer
Sheena Bateman
Location
bristol
Date
17/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Shell broadband like the plague.very poor customer service..no one gets back to you after promising to..they told us they would deal with our case..but the guy who said this never did.The slow broadband speed we had for months on end was not our fault and we were told we would get compensation but didnt deliver..engineer had fixed the problem and told us our speed was now ok..but had no confirmation of what we are actually paying..eventually went on the app to see we are on the fastest speed and paying for it even though i did actually ask to cancel this higher price as the original speed would have been adequate if it had been working right in the first place..very dissapointed
Reviewer
Mr unhappy
Location
West midlands
Date
15/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My regular report. I pay for 38m, I usually get low to mid 20s. Initially Had 38 but noticed dropped speed when TV and devices buffering. Contacted provider but waited over 45 min
to speak to operator. Followed advice and speed still low mid 20s.
I also checked my account and provider stated no problem with my provided speed but stated I was a heavy user and suggested I upgrade to a faster speed. There is no one at home during usual working hours we use TV at evenings so I don't understand the statement.
I suggest you read the reviews, read the providers small print, then don't use shell go elsewhere.
Reviewer
CME
Location
Reigate
Date
10/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
From the date we transferred from Plusnet to Shell Energy Broadband, we have experienced very poor speeds. Nothing else changed, except the internet supplier. Shell Energy insist that they are supplying the equired speeds to their router. Our frequent speed tests just a few feet away rom their router prove diferently. Their customer service has been terrible, simply trying to justify a terrible service as other have wriiten. Impossible to get out of the contract and now had to raise a complaint with the Communications Ombudsman. DO NOT USE this company.
Reviewer
Dan
Location
Perranporth
Date
06/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. Do not use. We have had download speeds of 0.1m/s for 10 days now. Customer service takes ages to get through to and they even blame us for something inside the house. Without us changing anything it starts working again and to add insult to injury they offer to refund us £2 for 2 days it was not working. DO NOT USE.
Reviewer
Tracy
Location
Romford
Date
29/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID as it's the worst broadband we have ever had and the worst customer service ever! Signed up for 12 months and have waited 11 months to leave. It only works in the room where the router is and the bedroom directly above. Luckily I have excellent mobile Internet. I've now found out I have to pay £15 to leave but worth every last penny to get rid of it. Roll on 10th Feb! Would have given 0 stars if I could
Reviewer
Lyn
Location
Blackwood
Date
29/01/2021
Comments:
Give this company a wide birth no good at all wont help you just cut you off for no reason awful !!!!! Customer service !!!!!!! Dont go with them
Reviewer
Isaac
Location
essex
Date
29/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely appalling WIFI, I've been with shell for 2 years and it feels like a prison sentence. I'm hopefully switching to another company next week or so which I'm relived about. The WIFI is like putting pineapple on pizza and it runs slower than a granny on the way to Tesco. The broadband has a mental breakdown when using more than 2 devices. DONT CHOOSE SHELL ENERGY!
Reviewer
Anju
Location
Harrow
Date
26/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrible customer service and horrible connection. I didn't have any connection at home at all and when contacted to customer support to cancel they mentioned there is a connection with line and will be able to fix in 3/4 days, the choice was to either wait couple of days for the line to be fixed after not having broadband at all or paying exit fee for cancellation even.
Reviewer
HJ
Location
Kent
Date
25/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT BOTHER!!!!! Absolutely shockingly bad customer service, if I could give a negative rating I would. Dreadful website, crashes half the time, unable to access accounts, or access any online help, tweets are the only way to get anyone to listen, which you should not have to resort to, but have no choice.
NEVER AGAIN!
Reviewer
H Appleton
Location
St Helens
Date
17/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell
And I asked them to take over the line .Shell then sprang into action wanting an early exit fee .As I hadn’t broken the contract they had broken it I refused to pay .A year on I have had to pay and now I am still
Being asked for the money .Age 74 and living alone they are constantly harassing me. Anything is better than Shell just don’t go there .You
Can tell them
A hundred times you have paid but there is no
Communication
Within the company
Reviewer
mr unhappy
Location
west midlands
Date
16/01/2021
Comments:
a few months on and still not receiving estimated speed of 38
just checked speed and varied between 8 m
and 31 m
usually get 20 m ish.
read reviews then go elsewhere.
Reviewer
sweetdemise
Location
Leicester
Date
15/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How can I even begin to describe this plague. If I had to pick between another year of covid or another year of using this garbage I would pick covid. It is not worth paying money for. often the download speed drops to 3mbs and stays there. I feel like I'm back in 2010. I wish nothing but bad luck for the people responsible for this scam, the constant disconnects, buffering, IP switching, lag. third world countries I have visited had better wifi. I wish I was exaggerating. contract nearly over. finally.
Reviewer
A Riley
Location
North Devon
Date
13/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband!
Reviewer
S Singh
Location
Epsom
Date
30/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I had to cancel the broadband service due to my late mother passing away.
Upon cancelling it was fine. There was no mention of additional fees etc.
After 1 month I received a final bill for early cancellation fee charges. This was due to stoppinf the contract before 12 months.
I called Shell and waited for 45 minutes. Upon answering I explained the reason for cancelling.
They didn't care so clearly it's all about the money.
I wouldn't recommend this company to anyone. Awful.
Reviewer
Larry Hall
Location
Sheffield
Date
23/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed has been bad for a while. Portal calls become impossible due to the constant dropouts and wildly fluctuating download speeds. I'm paying for a fast 60mbps fibre service. Today I did four speed checks over a period and it went between 4mbps and 8mbps. This is worse than the old standard copper connection. Terrible provider, even worse than BT and that's something! My contract is almost up and, believe me, I'm off to another provider as quickly as I can.
Reviewer
Tyler
Location
Chadwell
Date
23/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The internet is awful always drops and disconnects, been with them for a month or two and wish we never did as it is all a scam. Go for any other provider and stay away from this at all costs!!!
Reviewer
Connor
Location
South Lakes, Cumbria
Date
19/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at ALL costs.
Internet connection constantly dropped. Almost daily and sometimes for as long as an hour and a half. Even when it was working, video calls and gaming were nearly impossible.
When customer service was contacted they first said there was no fault on the line, then changed their mind a week later and said an engineer would be out. No one turned up, and when I rang back the fault was magically fixed! They decided a new wire would fix the job. It didn't, obviously.
Their modems are from 2010 roughly, and I suspect that didn't help. But I am 100% certain that the problem was with their equipment, as I am now with another provider and have had no issues.
I paid to leave Shell early. They cut off the internet a day sooner than they were supposed to, leaving us with no internet for a day, which was nice.
They also are not a member of OFCOM (whatever the broadband regulator is), and so I think this is why they don't feel like fixing anything.
All this is just a long rant to say AVOID AVOID AVOID. I hope to God that at some point they will have no more customers left and concede defeat.
Reviewer
Linda
Location
Welling
Date
19/12/2020
Comments:
So slow I drop out all the time and working from home I need a reliable broadband... I will be changing providers at the end of my contract .. avoid using Shell
Reviewer
Gerald
Location
South Wales
Date
17/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
NOT FOR THE DISABLED OR VULNERABLE!!!
I took a gamble with Shell Energy a year ago after some 10yrs with Talk Talk. What a disaster! The router is a Tuppeny halfpenny thing which had to be upgraded immediately. The internet speed has been OK, but wait till you have a problem!
The support staff are technically incompetent and will subject you to half an hour of TOTALLY irrelevant questions. When I reported no dial tone but that my internet was working I was asked what model of router I was using??? I had already explained that I had removed the faceplate of my BT master socket and had plugged a brand new phone into the then only remaining socket in the Master backplate!! Grrr! Yes, I can see how it would be important to know the model number of the router that was now disconnected and sitting on my workbench, what a bunch of idiots!
HOWEVER...... the worst part came when they identified a fault on the line but said it would take 48hrs just to get a response from the engineers. When I asked to get the job marked as urgent the support rep refused, despite me advising that I was registered disabled and vulnerable with my local council and utility companies. Three times I asked and three times I was refused. I then lodged a complaint with the adviser and was told it would be investigated. Following morning I get an email telling me the case is closed! My internet is still running at half speed and I still have no voice calls! Yup, case closed, if you want my advice (which is why your here I assume), run for the hills or rely on smoke signals rather than sign up with Shell Energy for your broadband and phone!
Reviewer
Sue
Location
Newcastle upon Tyne
Date
12/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I am coming to the end of my contract and will be leaving asap. I have to restart my router about once a day because the service keeps dropping. I have never had this with any other service provider. Shell's offer of fibre for an extra £2 a month would have been tempting but I am sick of constant problems. Be warned; do not go with Shell.
Reviewer
Nicola Quilter
Location
Manningtree
Date
07/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Shell Broadband was absolutely fine until something went wrong! Dealing with their tedious , uneducated customer service staff is probably the most frustrating experience I have had with any supplier in my lifetime! Poorly trained staff with lengthy hold times. Usually on hold for an average of 30mins. But expect to be put through to someone who cant help, pass you on to another department, then you are cut off again ! Having to start the whole process again.
No where to pay bill online. Back at the start of my shell contract they were unable to physically set up a direct debit as they did not have the capabilities to do so.
I believe they have resolved this now.
Awful company. Had I read reviews before signing up with them I wouldnt of gone near them. Left now to slightly cheaper NowTV - no issues with their service or customer service at all and a direct debit set up with no issues.
AVOID SHELL AT ALL COSTS! THE SMALL AMOUNT OF MONEY YOU SAVE IS NOT WORTH THE HASSLE
Reviewer
JOHN
Location
Hemel Hempstead
Date
05/12/2020
Comments:
Your broadband is about as useful as a chocolate teapot, i had a simple 259mb update ad it took over 6 hours with your incredible broadband speed i wouldnt recommned this broadband to a homeless man in a cardboard box i would rather go without, please in the future stick to yout petrol stations and discontinue your broadband service
Reviewer
JOHN
Location
Wigan
Date
03/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.
Reviewer
Julia
Location
Highcliffe Dorset
Date
03/12/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks.
Reviewer
Emma
Location
Date
02/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Beware: They charge £15 cease charge whether you are in or out of contract.
I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.
Reviewer
Ian Phillips
Location
Manchester
Date
01/12/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.
Reviewer
Jan
Location
Scarborough
Date
29/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell
Reviewer
Mr unhappy
Location
West midlands
Date
29/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We pay for 38m rarely get this usually 20s a few times 6ish.
Read reviews before you buy, then go with another provider.
Reviewer
Preshan
Location
Bromley
Date
25/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away.
Reviewer
Mark D
Location
Ilminster, Somerset
Date
25/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere!
Reviewer
Ghulam Ali
Location
Huddersfield
Date
23/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router.
Reviewer
Charlie
Location
Twickenham
Date
20/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Shell fibre broadband was reliable and fast.
Beware £15 end of service fee (even if contract has ended)
Reviewer
Lee cook
Location
Leicestershire
Date
20/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service
Reviewer
Anne Vee
Location
Stoke-on-Trent
Date
18/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out
Reviewer
Fed up
Location
Northumberland
Date
16/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends.
Reviewer
Marydoll
Location
Scotland
Date
16/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost
Reviewer
Fiona from Scotter
Location
Scotter
Date
14/11/2020
Comments:
The customer experience is the most shocking I have ever had. Avoid this company at all costs. all i wanted to do was take my ex partners name off the account (paid by my account.) Ended up without broadband for four weeks, being passed from pillar to post, rude customer service advisors, never a 'team leader' to discuss....gone to Vodaphone
Reviewer
James
Location
PE7
Date
11/11/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money.
Reviewer
Paul B
Location
Preston
Date
09/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line.
To top it off they charge a cancellation fee even if you're out of contract.
Reviewer
Adrian
Location
London
Date
09/11/2020
Comments:
Even 1 star is too much for the terrible service we received. Long story short, we have been their customers for nearly an year, moved to a new house and were promissed quick service at the new place. It then turned out that noone has a record of this and we need to wait for another half month and pay fees. We said we want to cancel and were told we need to pay until the end of the year. The guy shouted at us and hanged up the phone (after 2 hours wait to speak to them). Stay away!
Reviewer
Kristina
Location
London
Date
09/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service - absolutely unhelpful! We called to say that we are moving to a new address and were promised to receive a new router in a week time. We didn't receive it for more than 10 days and called - after an hour waiting on the phone we were shouted at by a customer service representative that they don't have a record of our call and we need to wait for another 2 weeks and pay more fees for someone to come and check our property. We were not given options to cancel and the guys just hanged up the phone! Stay awayfrom them!
Reviewer
Alan Rossiter
Location
Bristol
Date
08/11/2020
Ratings
Satisfaction
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up
Reviewer
P
Location
Poole
Date
05/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
PLEASE, PLEASE AVOID for your own sake.
Reviewer
Derek
Location
Stockport
Date
04/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I had a problem with broadband speeds and an engineer was sent (with the usual threats, of "if it's your wiring you will be charged") There was a fault on the local box. Fixed and no more problems.Near end of contract decided to change to different supplier who was offering fibre for same price as ordinary broadband with shell. Charged me £0.85p.
So far so good: then received email asking for return of router and accessories, never had that before don't know where they are, be interesting to see where we go from here!
Reviewer
David Gillan
Location
Glasgow
Date
04/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Rebecca
Location
London
Date
31/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible! Please don’t go near shell energy broadband. My broadband connection is so bad that I cannot FaceTime from my living room or stream even with a repeater when I’ve had no issues with previous suppliers. They then charge you 15 to cease your broadband even once you are out of contract. AVOID AT ALL COSTS
Reviewer
A Kupper
Location
Tonbridge
Date
30/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it!
Reviewer
George
Location
Norwich
Date
29/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terribly unreliable and very low upload speed. Never had issue with BT. High cancelation fees would avoid
Reviewer
Daniel Davies
Location
Portsmouth
Date
26/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shell Broadband have charged me the full termination fees despite leaving them becuase my new property was not capable of fibre broadband. But because Shell - could supply a slower connection - not fibre - they insisted this warranted full termination fees. So even though I wanted to stay with shell at my new address and transfer contracts, this was a no brainer. Very unhappy. Bad bad bad bad bad customer service. As a result they've also lost me as a Shell Energy customer.
Reviewer
Caroline
Location
Buxton
Date
26/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
Reviewer
Roger Lue
Location
Wolverhampton
Date
25/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This has to be the worst customer service that I have experienced.
The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
What a joke. I've given 1 star as I couldn't submit with zero stars.
Reviewer
Jo
Location
Menai Bridge
Date
25/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Impossible to get hold of someone to help fix the issue I encountered when trying to set up broadband
Reviewer
GRSands
Location
Brighton
Date
24/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
Also asked for Manager to call twice. Never had a call back. Avoid them.
Reviewer
Gary
Location
Scotland
Date
24/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.
I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.
Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.
I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.
The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
Reviewer
Calvin
Location
Glasgow
Date
23/10/2020
Ratings
Customer Service
3.00 stars
Comments:
From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
Reviewer
Rosie
Location
London
Date
19/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are 2 weeks in with Shell Energy and I wish we had never signed up. Their internet constantly drops out (if using facetime/ wifi calling you will get cut off which actually happened on the call to them). Speeds are averaging 1-3 mbps not the 35 mbps promised, despite having no problems with other providers and being signed up to faster fibre also. Customer service non existant, no attempt to fix just bully you by saying an engineer can be called but you will be charged £120 if not their fault- how is this proved & why I am being blamed. They are not providing a service and don't escalate. Just don't sign up and spread the word
Reviewer
Jodie
Location
Sheffield
Date
19/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. Internet always slow and drops out. Switched to a new service and they couldn't even be bothered to let us know when they'd cut the WiFi, I'm studying online so I'm relying heavy on the Internet at the moment so to be left without anything to access my lectures is ridiculous. They also lied to us about speeds in our area and said we couldn't get fiber or anything faster than 10mbps. Funny how we now have fiber and 70mbps.
Reviewer
Cbrissylad
Location
Chester
Date
18/10/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broadband keeps cutting out for a few minutes at a time. Signal doesn't get to the front room in our house. No matter when you leave in or out of contract you get charged £15. Its unavoidable. What a joke. Won't be using their broadband, fuel stations or energy again!
Reviewer
Scott preece
Location
Shrewsbury
Date
17/10/2020
Comments:
Rude customer service, miss lead, broadband is unreliabily and very slow. Never ring you back when they say, don't deal with companys
Reviewer
H
Location
St Helens
Date
16/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
Reviewer
unhappy customer
Location
Llangollen
Date
08/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have just about given up on Shell Energy Broadband. There are major issues with the speed dropping to the point where you can't even load a webpage (streaming is out of the question) or the service disconnecting for up to a week. It has been continuous different issues while we've had Shell Energy Broadband and we're now looking to find a different provider.
Reviewer
Leanne Crookes
Location
Derbyshire, England
Date
01/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
Reviewer
Arif
Location
Manchester
Date
01/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Joe
Location
Worcestershire
Date
30/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My review is about their pricing. I signed up through Martin Lewis Money Saving for a VAT inclusive deal. But they're charging VAT again on top of the contracted VAT inclusive deal. Although I got them to agree it's incorrect, they've still taken the wrong amount from my bank. I'll win in the end but this is hassle I could do with out. I thought talktalk were bad, this lot is worse. GRRRRRRRRRR.
Reviewer
Paul L
Location
Herne, Kent
Date
26/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
Reviewer
Michael
Location
Heywood
Date
23/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Problems from day one with the internet connection and the internet speeds. Upgraded from sky broadband to shell fibre optic and sky broadband was far quicker. Customer service is non existent. They take days/if not weeks to reply to mails and claim to have contacted me when in fact this has never happened once. 3 months later and I still have these problems but if I cancel they will want a cancellation fee so I’m stuck with a slow broadband. Will never use this provider again. Reccomend no one does!!
Reviewer
GEMMA
Location
Heckmondwike
Date
22/09/2020
Comments:
STAY CLEAR AT ALL COSTS!! Worst company I've ever dealt with. I had no broadband at all, due to a fault at their end. I cancelled after the 3rd day after numerous phone calls & they had a cheek to charge me £110 for it!!
Reviewer
MIXUP
Location
Leeds
Date
16/09/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Best company for speeds and contention.They use TTB as their Network i have used TTB resellers for the last few years and find them very good.
Reviewer
Tony
Location
Greenock
Date
14/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department
Reviewer
Mx
Location
Northamptonshire
Date
14/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
Reviewer
Natasha
Location
Manchester
Date
11/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Not very helpful to people who have fallen on hard times due to covid. Asked for an extention to pay my bill by a week from now and have been told they will suspend my services anyway until it is paid. I got laid off from work for a few months and only just been able to go back and am still awaiting first wage. Cutting me off means I can't do my job from home meaning I don't get paid! Not very helpful shell energy! I'll pay my bill then ill be looking elsewhere!
Reviewer
Frances
Location
Wimbledon, London
Date
11/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!
Reviewer
Christos
Location
Chester
Date
11/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs! We signed up for Superfast Fibre Plus guaranteeing 30Mbps in Dec-19 for 18-month contract. By March I am already recording 2Mbps for large parts of the day. I contact them from Mar to Aug with this issue. They change router but no improvement. By Sep we are recording 0.2 Mbps one meter from the router and their customer service is saying we are delivering 30 Mbps. Being an engineer I fail to understand why you would lose 28.8Mbps from the supply to the router to one meter from the router! In the end I paid to get out of these jokers. Useless customer service and failed supply.
Reviewer
Pam
Location
Wisbech
Date
10/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Hindsight is a wonderful thing. I was with Zen, but migrated to Shell because I'd save a fiver a month. Worst decision ever. My internet is almost unusable. Upload speeds ranging from 0mbps to 3mbps.
I can't watch youtube, nor facebook videos and as I don't own a television, I watch youtube things instead.
I managed to call their technical help and discovered that my setup was fine, all the tests I'd done prior to calling them, were fine,swapped filters, turned stuff on and off all to no avail. Changed from their crappo technicolour router back to my decent Fritzbox and still no decent upload speeds.
Last resort will be tp send a BT engineer to check my setup and get charged £65 when he can't see anything wrong despite already ascertaining that there's nothing wrong. Basically, I went from Zen with decent download *and* upload speeds, to Shell with rubbish upload speeds and it's not their fault. Nothing to do with them. Pay £65 for an engineer.
Heed this warning. DO NOT go with Shell is Hell broadband.
Reviewer
Jennifer Ford
Location
Cleeve North Somerset
Date
10/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It doesn't deserve even ONE star but there is no ZERO option available. Definitely the worst provider I've had. Wifi frequently fails. Zoom meetings are a nightmare as the broadband width (very low at the best of times) cuts out completely at least once every session! Email complaints are completely ignored. It is clear from all the reviews I've read that I will just be wasting my time if I make a telephone complaint. I feel I've been conned.
Reviewer
sean
Location
swansea
Date
07/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!
Reviewer
Katherine Sanchez
Location
London
Date
07/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever!!!!
Been without internet for the past 7 months.. and they keep charging me for it. I’ve called them so many time, asking to review my case, they just state that the charges are fine because from their end all connections are good. I asked them to check data flow and they refused to do so.. I’m just so dissatisfied about this company.
AVOID at all costs!!!!
Reviewer
Chris
Location
Wellingborough
Date
07/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly drops. VERY poor speeds. Unusable. And if you complain they just try and upgrade you to a more expenisve package, Use phrases like " well you cant expect it to work on the package you are on". HORRENDOUS. AVOID AT ALL COST.
Reviewer
jeanette mcfadzean
Location
Exeter
Date
06/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
Reviewer
Mohammes
Location
Coventry
Date
03/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I've been having broadband issues for the past two months, numerous phone calls and emails yet the standard response is too many devices, which I've proven to not be the issue by providing tests over Ethernet with only one device connected. Anyway the majority of devices are smart bulbs, smart plugs and a thermostat, leaving only a laptop and TV.
The pings spike up to 8000ms and nothing will load not even the Google homepage. Also the guaranteed speed range is 8-14Mbps yet I regularly get as low as 0.5Mbps, again they don't see that to be an issue. Their advisors don't know what pings are so their answer is that I need fibre when in reality they just need to fix my broadband.
To summarise, if it works you'll be lucky not to experience their shoddy customer service. However, if you do have issues get ready to collate proof otherwise they won't believe you! Then by some miracle escalate the complaint which is very difficult as they won't usually let you past the customer service advisor! Overall pretty rubbish for a well established name but clearly they haven't got their customer service right!!!
Reviewer
Kev
Location
Wakefield
Date
30/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
They think this is all they have to provide and they (shell) deem this acceptable.
Reviewer
PeterPan
Location
West Sussex
Date
28/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.
The only thing they can do is take your money
Reviewer
Magdalena
Location
Chatham
Date
27/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you have any other option then better chose them over shell energy as they are just time waters and does not care about customers at all. As shell energy is relatively new broadband provider I decided to give it a go. I was waiting for broadband to be up and running and even received a router. Then I received the email that my order been cancelled???? I got on the phone with them immediately and had to wait over 40 min on hold to be told that they cannot help and the best I can do is to place the order again and hope(?!) that it will not be cancelled next time. I have already waited over a week and I said I would like to log a complaint for them as a feedback and to improve the system that is wrong and disappointing for customers but lady said she will not do it as there is nothing else to be done(?!). Honestly I wanted to be their new customer but with this attitude and lack of care I would not recommend it to anyone.
Reviewer
Scott williams
Location
Birkenhead
Date
26/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for super fibre optic as tbey say but its the slowest Internet i have ever had most of the time its less than 5mbps and it constantly cuts out for hours theres no customer service and theres no website to tell if its a problem on there end even though it is horrendous internet company do not bother.
Reviewer
clive lorkin
Location
PORTSMOUTH
Date
24/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever, even tho they work thru TalkTalk.
Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
AVOID,AVOID,AVOID!
Reviewer
Natalie
Location
Beckenham
Date
17/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
Reviewer
Katy
Location
Southwest
Date
14/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Moved house, tried to move contract over to new house. Was told we would not receive an early termination fee. However, 3 months later, being pestered to pay £150 for an early termination fee! Impossible to get through to them over the phone. Absolute rubbish.
Reviewer
Mark
Location
Wakefield
Date
14/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting company, poor customer service.
Wont admit their own faults, try and pass the blame onto someone else then when they are pulled up on it start demanding money for time related charges when you didnt agree to them in the first place
Reviewer
Joynson
Location
Featherstone
Date
13/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete rubbish at times less than 1/2 mg , or no internet connection.very difficult to contact, speaking to a human not easy! Fail to respond to email complaints , call backs by management promised ( doesn't happen) worst company we have ever had for Broardband , then want to charge penaltys to change to better provider when there supply not fit for purpose.
Reviewer
Maureen Wilson
Location
glasgow
Date
12/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely the worst provider I have ever used. download speed 1.5mbps
upload. 85
they not only want paid 30 days notice to leave but a £15 admin charge.
5 days after official complaint nothing from ANYONE.
one word PATHETIC
Reviewer
Richard tiscoff
Location
Manchester
Date
10/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Simply the worse, shop around if your already locked in a contract with these cause some companies will pay your contract out like Iv luckily had done. 15 months of absolute garbage lmao
Reviewer
Rachel
Location
Solihull
Date
10/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AT ALL COSTS
31ST July i was meant to be connected, its now the 10th august and have no connection still. Openreach are to blame apparently. Customer care is a total shambles. Yet they expect money to be paid b4 ive even got my services up and running. Really wish id read reviews before signing up with them.
Reviewer
Aslan
Location
Mirfield
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
CDB
Location
Eastbourne
Date
06/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly the worstcustomer service of any provider I have had. Difficult to get in touch with and they charge you to do so. Without a reliable working telephone line for over seven weeks due to their reluctance to pay for work needed at the exchange. Closed down complaints with responding to them. Refused to issue deadlock letters. Will be seeking contract cancellation through the regulator or the courts if necessary. Understand this company charges £15 to leave whether in contract or out of contract (T&C'S). Broadband speed is good considering we are within a mile of the exchange, but given one star because the router is rubbish and wifi is poor throughout(bought a Ubiquiti Unifi access point wifi to boost signal).
Reviewer
Hao
Location
Salford
Date
04/08/2020
Comments:
The worst ever service we have had. AVOID! AVOID! AVOID!
They have mined the cooling period off in the small prints. Be very careful.
Because of their faulty router, we had had to change the provider quickly due to home work and kids' online learning. They now won upon us with the Ombudsman Services as there is nothing wrong in their small prints (who would read those?), and will now charge us about £120 pounds for early cease fee and early termination fee.
I fought. I lost.
They won. But shamelessly.
Such a big company. Such a dirty trick.
Someday someone will punish them.
AVOID! AVOID! AVOID!
Reviewer
Steve B.
Location
Denton
Date
03/08/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Joined Shell broadband after Years of BT. Maybe I'm one of the lucky ones but so far Shell is ten times better!!
Reviewer
Dave
Location
Co Durham
Date
02/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Shell since they they bought First Utility. I have had no problems with service until now. Broadband went down yesterday. Contacted help line. They say in an email they tried to get back to me - untrue. No missed calls. Did the pigeon die on the way here? You need support when this sort of thing happens, but where are they. Hopeless. Judging by the other comments it may get worse yet. Already booked to change supplier to one with sensible support hours.
Reviewer
Rod Brockley
Location
Wigan
Date
29/07/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Shell Broadband for 18 months paying one of the lowest rates on the market. Their broadband reliability has been excellent with no drop outs at all and although I’m only on the basic broadband the speed is consistently over 10 mb. Their customer service is prompt and courteous and I can recommend them to anyone. I have no complaints at all.
Reviewer
Helen
Location
Bolton
Date
27/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
This company are appalling. Broadband is constantly crashing. 2 engineers booked, 1 came out no internal wiring/router problems now charged £80 and still no broadband. How can i get away from them. Do not use this company
Reviewer
Paul
Location
Reading
Date
27/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined Shell Broadband back in December 2019. At first it took them about 2 months of constant emails to give me a static IP address. I also emailed them before I joined to confirm if I can use my own router the said yes. I a have for the last 8 weeks been getting constant disconnections. They tried to send me out there premium router which was a bit better but still disconnects. They sent out an Open reach engineer the first time who found a line fault and fixed it..the second engineer didn't find anything and I have now been charged over £70 for him turning up and doing nothing. I believe that Shell Energy use Talk Talk infrastructure (they have some of the worst reputation in the industry if I had known this I would not have joined). I now have escalated this to ombudsman and awaiting there verdict. I have never had any issues with any other ISPs AVOID THIS ONE LIKE THE PLAGUE
Reviewer
Tony Vickers
Location
Southport
Date
26/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unreliable and slow
Reviewer
Rodney
Location
Yorkshire
Date
25/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID. Shell failed to port my landline number (which I have had for 18 years) and tell me it is now 'lost' forever. Customer service is terrible when it comes to trying to resolve or understand this. Email comms also terrible/absent/inaccurate. AVOID AVOID AVOID.
Reviewer
Dan
Location
Liverpool
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am appalled by the lack of service provided by Shell energy. After attempting to contact Shell Broadband 3 times to cancel and not getting through to them in addition to sending a letter of complaint (with no reply) I am disgusted.
I have been left with no other option but to cancel my direct debit until someone finally rings me to request payment.
DO NOT TOUCH THIS COMPANY!
Reviewer
HARRIS NARAN
Location
LEICESTER
Date
21/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought they were cheaper. I had joined them on 20 Sept. 2019. Great mistake. I reported a fault on my Landline SIX days ago. Nobody came to check, though was promised. The Broadband service the POOREST of all I had joined in the past. Connection very slow, it keeps on being cut off. I very much want to DITCH them before my contract ends, if they would let me leave them. Please, please. do not let them deceive you, do not make the mistake I had made. It is the WORST service one can find. I am dispatching to their Registered office, a copy of a BUNCH of REVIEWS by the DISSATISFIED customers. Hope they close down the Company. ----- HA NARAN
Reviewer
Lynn Ewen
Location
Eastbourne
Date
20/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never ever have shell broad band . Very poor speed constantly dropping and when you report they send someone out who can find nothing wrong but customer service is always very sorry they can see how bad it is ..then they have the nerve to take £65 from your acc 3 months later saying they could find nothing wrong and they didn't let me know they were taking it ..so someone somewhere us lying BE WORNED NEVER EVER TOUCH SHELL BROAD BAND...
Reviewer
Andy
Location
Leicestershire
Date
16/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Shell Broadband like the plague. They have awful service with constant drops, they take months to even attempt to fix the issue, more than once they've tried gaslighting me on engineer visits that never happened and they have a very interesting interpretation of OfCom regulations. Like my grandad used to say "buy cheap, pay twice."
Reviewer
Joan
Location
Godalming
Date
12/07/2020
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Very slow today 0.4 upload and .05 download. So much for Slow Shell!
Reviewer
Steve
Location
Westhoughton
Date
09/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Awful, just Awful, the broadband itself seems ok but the supplied router is useless weak signal after a few feet, continually dropping connections, customer service awful.
Reviewer
CDB
Location
East Sussex
Date
07/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service of a broadband provider ever. Wish I had read the reviews of others before signing up to this company. Service agents can't or won't respond to emails to get my line and broadband fixed. Company will not issue a deadlock letter so can't even get the regulator to look into complaint.
Reviewer
Ray Holt
Location
Swansea
Date
03/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad service.Very bad broadband speed.25mbps..not 37mbps to 67mbps as contract stated.This has happened since I joined Shell Broadband two weeks ago.
Reviewer
Porterdoc
Location
Horsham
Date
23/06/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
Reviewer
Squyre
Location
Dorset
Date
19/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Atrocious wifi signal. Was okay for first few months then drops out regularly. Cust service deplorable. Contacted them and told I had too many devices connected and would need to upgrade. I had 1 PC and 1 laptop connected. A total scam.As in contract had to wait 4 months to change provider. Now only 3 months to go, then they're ditched and good riddance.
Reviewer
Ben
Location
Torbay
Date
18/06/2020
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Vanessa
Location
Kent
Date
14/06/2020
Comments:
Absolutely useless, ok taking your money, even engineer fee £54, which I wasn't aware off, had problems yesterday, emailed, no response, refuse to call as not freephone number.
Since being in approximately 16.00 till now 19.20, wifi gone off 9 times, having to use my own data and no certain TV, think its ombudsmen if no call tomorrow.
PLEASE ANYONE, AVOID PAY BIT EXTRA GO WITH REPUTABLE COMPANY, SHELL IS A RIP OFF
Reviewer
David
Location
Ruardean, Forest of Dean
Date
13/06/2020
Ratings
Satisfaction
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Mo Smith
Location
Chorley
Date
12/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely the worst provider I have ever had the misfortune to use... due to Covid and classed as a key worker with a vulnerable person in the household I was working from home until the day my service went live, or I should rephrase that until I had no service at all. Reported and informed fault that needed engineer visit, but it worked fine with previous provider, did all the checks and was so frustrated and stressed had to go into the office to work, more worry and stress, and decided to change back to previous provider and since worked perfect and now been slammed with early termination for £200! Yeah right! Am I going to pay .. Absolutely not!! Rang and been told I am contracted and have to pay there was no apology or anything from them! Reported to Shell now awaiting further response and to the Ombudsman also. SAVE YOURSELVES FROM HEARTACHE AND STRESS AND KEEP CLEAR FROM SHELL... AWFUL AWFUL AWFUL AWFUL AWFUL!!!!
Reviewer
Mo Smith
Location
Chorley
Date
12/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst provider ever. Did not have connection for 4 days and supposed to be working from home due to Covid, with vulnerable person in the household and ended up having to travel in the office. Reported to them and still did not have working internet without dropping for another 2 days so cancelled and went with previous provider due to unreliability of service and now they are trying to charge me £200 early termination charge! Do not bother with this company they are shocking!!!!!!!
Reviewer
Clive
Location
Wales
Date
11/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling, appalling, appalling. Just don't go near them. Arrogant and totally useless, how are they in business. I WISH I had reviewed them first. Tied in now with this poor company arghhhh.
Reviewer
Mummy of 3
Location
Sidcup
Date
08/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL!!!! Miss sold on the promise of the first 3 months being free.... to then receive bills ??? Called up OMG SOOOO RUDE!!! Like I’m a criminal!!!! Asked them to check there call recordings to prove how they’ve lied to which I’m told..... will give you £10 credit to drop the case???? AWFUL. Have reported and left!!!! First month in and this bad!!!! AWFUL AVOID AVOID AVOOD
Reviewer
Lvgamboa
Location
London
Date
06/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just don’t, 1 week no internet or phone line, multiple calls no one is willing to help or give information, except generic technical problems, wait 48hours until it now reached 1 week. I cancelled my order completely, but apparently need to give them a call again on another day as the one I spoke to does not deal with that situation. So totally useless
Reviewer
Ian
Location
Broughty Ferry
Date
30/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If thinking of moving to shell energy broadband don’t !!! They are totally useless. Despite many phone calls no resolution to their error. Staff especially Ally were useless.
Reviewer
Claire
Location
Abergele
Date
29/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up to Shell when they were first utility. Wi fi connection kept dripping out. Multiple phone calls and emails resolved nothing. I even said I would contact the ombudsman to get them to sort it out. Finally leaving this terrible company to get fibre broadband. I would not recommend at all. Their service is unreliable and so not worth the money.
Reviewer
Danielle
Location
Mansfield
Date
22/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you are thinking of switching to Shell broadband my recommendation would be DON'T DO IT.
The advertised speed is only achievable when ALL wifi devices are turned off and you are connected by ethernet.
The router its self is very poor quality and I cannot get a signal in areas of my house that I could prior to switching to Shell.
Customer services are quick to respond via Facebook but not email. They had me jumping through hoops when I complained about the speed. First I had to wait 14 days. Then I had to ensure my router was in the optimum position. It was then a hard factory reset followed by the submission of 3 official speed tests which showed a significant loss on the advertised speed. After all this Shell told me I was indeed receiving the correct speed and told me to perform a speed test via ethernet with all wifi devices turned off. This did return pretty much the correct speed but is totally useless for modern day living.
I will be leaving at the end of my 12 contract. In the meantime I have to have 2 wifi extenders in my small 3 bed house
Reviewer
Andrew Freeman
Location
Birmingham
Date
19/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely slow and unreliable can’t leave the same as the router without it being unreliable. Would not recommend betrer of paying extra and get something better
Reviewer
Simon
Location
Dorset
Date
18/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague.
Appalling speed, wifi coverage and customer service.After 6 months of below average service wifi started dropping out. Got the usual guff about 'too many devices connected' (I didn't have) all a con to get me to sign up for 18 months superfast fibre.
I'll be changing provider ASAP.
Reviewer
Suzie
Location
Northumberland
Date
12/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I have to restart the router at least once a day; most often it needs two restarts to connect to the internet. When it is working the speed is as good as with my previous supplier. Needless to say I will be changing when my contract ends.
Reviewer
oliver
Location
London
Date
12/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is a warning to all people considering Shell. I signed up for "fibre" in April 2020. Shell are my gas/electric suppliers. I was previously with TalkTalk (normal, non-fibre connection) and before that, PlusNet (so I know how to switch and I know how to track speed!). Immediately I saw a massive drop in speed. TalkTalk non-fibre was about 15mb in the middle of the day (I'm in London, zone 3). Comparatively, Shell "fibre" never goes above 1-2mb. Indeed, it's so bad that for large parts of the day, SpeedTest etc. simply says "no connection". Do NOT switch to Shell, they are simply simply terrible. This is nothing to do with Covid; they are simply a business that believes in over-selling and the result is that people like me are desperate to leave them.
Reviewer
Alan
Location
Bristol
Date
11/05/2020
Ratings
Satisfaction
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Haven’t used customer services as yet. I’ve signed up to super fast + and of this moment 44.6 Mbps down and 6.97 Mbps up so I’m well pleased with Shell so far.
Reviewer
Paul
Location
Middlesbrough
Date
06/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Aweful, can't get out of the contract even though they can't provide the promised speeds. Customer service horrible also.
Reviewer
Ann
Location
Caerphilly
Date
06/05/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
I can’t comment on the actual broadband as I’ve had to cancel within my 14 day cooling off period. However as far as customer service goes, it was easy to get in touch and on both occasions when I needed to speak with someone, I spoke with Ali who is a credit to the company.
Reviewer
Paul
Location
Hampshire
Date
05/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place.
Reviewer
Fiona1985
Location
Lincoln
Date
28/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly drops out, even when it’s working you can’t even connect your phone, when complaints are made they have covered their crappy service in their t&cs, charge you to send an engineer if you refuse you’re liable for cancellation changes - even ombudsman won’t help because, as mentioned- they have covered themselves in the t&c... AVOID AT ALL COST
Reviewer
Lukas
Location
Chester
Date
28/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks.
Reviewer
Ryan
Location
West Midlands
Date
24/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only get this off you love alone and use your device within a 20cm radius of the router. Incredibly slow and incredibly unreliable. You are better off paying a little bit extra to go anywhere else.
Reviewer
Harleena
Location
Uxbridge
Date
24/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible.
It doesn’t work and cuts out during the day and late at night
Sometimes it’s good during the day but seems to stop working all together at 11pm.
The worst thing is that you can’t get out of the contract which is 18 months long
As soon as it’s finished I will be returning to sky and I will be much happier with there WiFi
Reviewer
Debbie Stoten
Location
Surrey
Date
21/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Tom
Location
Yorks
Date
20/04/2020
Ratings
Customer Service
3.00 stars
Comments:
Staff are quite helpful but the speed is absolutely woeful and the connection drops frequently. The best thing to do is not sign up at all. Today's average speed is 1.3mbps, my mobile hotspot works better. Not sure how Shell is still able to sell this product, pretty much feels like a scam.
Reviewer
Derek
Location
Stockport
Date
19/04/2020
Comments:
A total bag of excrement it has not given me anything near the speeds advertised it is always buffering and when I finally managed to contact their "Technical people" I was expected to monitor my broadband for 24 hours on the normal socket and then monitor it on the test socket for a further 24 hours and compare the two and give them the results.
I would leave them now but am tied into a contract with exit penalties so what can I do?
Reviewer
J
Location
Date
19/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
Reviewer
Chris
Location
West Sussex
Date
14/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere.
Reviewer
Heather Appleton
Location
StHelens
Date
11/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever .
Reviewer
Sonia
Location
Westhoughton
Date
08/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Since set up in February this year have had to restart the router every day as it freezes, more recently the internet keeps going offline several times a day,have tried everything they have suggested on how to resolve it but no joy.
Been told it's my BT master socket causing the issue.
Never had a problem with sky, plusnet or talk talk.
Reviewer
Alexander Coles
Location
England, Maidstone, Kent
Date
07/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers.
Reviewer
Sarah
Location
Morden
Date
31/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.
Reviewer
Mark
Location
Newcastle
Date
31/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking don’t attempt to play any console games with this connection....! It’s terrible! Doesn’t even reach my kitchen which may i add is 2 metres away! The whole lot the price and the results are absolutely ridiculous and so not worth the bad head...
Reviewer
Tom
Location
Luton
Date
25/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Agreement was 'VAT included' prices. First bill had VAT added to these prices!
Unable to get a reply from Shell, looks like OFCOM next.
Reviewer
Stuart Forsyth
Location
London
Date
25/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I get 40mb with Shell, PlusNet were far faster.
I also didn't use the correct link to get the 'deal' and by the time the first bill came, I contacted them and they just said 'well it's too late to cancel now'. Awful customer service.
Reviewer
Our Sam
Location
Cheltenham
Date
23/03/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Wifi is at best shocking - anything located more then 2 foot from the router will have issues connecting!
It is the old adage; you get what you pay for and this maybe be cheap but it is crap
We'll be moving to Sky as soon as the contract is up.
Reviewer
Alastair Kight
Location
Hertfordshire
Date
19/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid
Reviewer
Jos
Location
BIRMINGHAM
Date
16/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I signed the contract they agreed with the speed between 11-16mbps. But actual speed is 1-8. After two months I cannot log in to account. If you buy shell broadband you will get talktalk their explanation are they sharing services. Actually we are getting talktalk in anothername.
Reviewer
daria laskowska
Location
london
Date
14/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worse internet I've ever had. Stay away as far is possible. the speed is so slow that you won't be able to do anything.
AVOID!!!!
Reviewer
Mark
Location
Otley
Date
12/03/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
It's 2 months since I switched to Shell Energy Broadband on my rural ADSL line. Due to distance from the cabinet / exchange, my speed has never been more than about 2mbps down and 0.5mbps up.
Initial setup on the go live day was fine. The supplied router is plug and play. Make sure you use the RJ11 cable that comes in the box. It is 4 core whereas many other cables are 2 core. I tried a good (shielded, just 25cm) 2 core cable and found that my line speed halved.
While getting the supplied router up and running was a breeze, things get a bit more complicated if you want to use your own hardware. You need your ADSL user name which can be seen in the router's web interface, but the password is hidden. I rang the technical support team who gave me the password over the phone.
My first bill was high than I was expecting which is a bit of a worry when you're dealing with a new supplier. On looking more closely, I'd been billed for about 6 weeks which is why it was more. This could have been communicated more clearly.
The service is working really well for me. I've got broadband that's as good as my previous service with the added benefit of anytime phone calls.
I know about the "disconnection fee" and will surely query this if it's applied when the time comes. OFCOM guidance is that it can only be applied where the provider has actually incurred a fee themselves so as a consumer, you are entitled to ask for proof of this.
Reviewer
Gemma ohara
Location
Wakefield
Date
10/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!
Reviewer
Davethediver
Location
Wellingborough
Date
06/03/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Only recently installed but pre installation information was top notch, equipment seems reasonable, change over (from previous supplier)was less than 30 minutes, speed is slightly higher than previous. Overall very impressed so far
Reviewer
Michael
Location
Dartford
Date
05/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately made a big mistake and signed up for the offer trusting Shell name. Oh boy, couldn't be more wrong. To the reader who is just checking the reviews - SAY AWAY! worst experience ever. They promised 11 mbs in average for 17.99, while signing the contract sneaked that they will be providing from 5 to 9 mbps. Actually providing somewhere below 5 and max 6mbps and less than 1 mbps upload! It is not a broadband! It's a dial-up service. All I lack is that modem sound dialling to get online.
I filed the complaint and their solution was......ATTENTION get higher band! which mean they are capable of providing the service it's just unfair business practices designed to lure people in and push to higher band as the cancellation fee is 100 pounds!!! CANT BE MORE CLEAR, TO ALL READING THE REVIEWS - STAY CLEARLY AWAY OF THIS "SERVICE"
Reviewer
Nathan
Location
Gosport
Date
26/02/2020
Comments:
The worst broadband company the don't let you know when your bill is due they don't let you know when your cut off because the modem will flash all green to show it's active but really it's cut off shell energy shut your broadband down please I said to them if they can talk to my mother but the woman rudely said no you are the account holder! I was about to shout back don't ever go with shell energy if you want to be screwed over.
Reviewer
Sandy
Location
Bristol
Date
24/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well they started poor, and ahve not got much better. Regular 12mbs Fast broadband, for over a week the max speed I had was 1.2mbs, then I had 3 days of 12mbs before it all came crumbling down, for the last 5 days I have when I have been able to connect speeds measuring around .2mbs and even one that returned as low as 67kbs. All with hardwired connection to router. Still no response from Shell. If I had know they were a talktalk reseller would not have joined.
Reviewer
Maria Pinto
Location
Borehamwood
Date
20/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay AWAY from this broadband they are a bunch of scums, I had to cancel my broad band because my home was renewed,the engineer was there with my neighbour, t7ried to contact them the day before stating that my landlord didn't allow me to have it they said I would have to pay costs over this, the broad band was not installed, it did not go live and the engineer was there called them on the 19/02/202 which they put me o hold for over 50 mins, to cancel again because there was no open breach cable, they scums twists the things around saying that there would be a cost for £65 for missing the appointment the scums first told me they needed 48 hours before the engineer updated the report, then after they kept on saying I miss the appointment and I should be glad there would not be any extra costs, requested to speak to manager she did not put m through to him instead put me on hold for another 40 mins. They still send an email to make another appointment with the engineer , i told them I would be making a complain to OMBUDSMAN they say I could do it on they website tried to go in comes to appoint that it doesn't let you further. YOUR BLOOD Sucker just want your own commission to pay of your salary, an email will be send to every were I can to put your **** company down.
Reviewer
Yao
Location
London
Date
17/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Definitely the worst broadband provider ever on planet earth. Connection began to drop since December 2019 and have had to call them to repair it for 6 times, with them booking BT engineer for 3 times however after each visit the service begins to go off again after 2 days. I was forced to listen to their t&c every single time without exception even though the person on the phone provides absolutely no help at all. Worst of all is it is not possible to cancel the contract even though the service goes off on a weekly bases and a they’ve had to book a BT engineer over and over again. This company is disgusting and should be avoided at all costs!! Absolute waste of time!!!
Reviewer
Dom
Location
Sussex
Date
09/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out.
Customer service was basically a fifteen minute phone call that resulted in them suggesting I turned it off and on again.
AVOID AVOID AVOID
Reviewer
Leanne purshouse
Location
Rotherham
Date
07/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID
Reviewer
Kerrie Simmons
Location
Stoke-On-Trent
Date
06/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am a disabled person who has to input my medical blood results every day, these incompetent guys have left me with no phone and no internet and are even trying to charge me £60 for a new line which wasn’t installed. I’m now left with nothing for a week because that’s how long they have said an engineer will take to come out. I do not know the levels of medication I’m meant to take because I cannot input my blood score so this time tomorrow I could be in hospital because I could have taken to much medication or to less and these people at Shell just don’t give a crap so they have left me frightened ***AVOID AVOID AVOID LIKE THE PLAGUE ***
Reviewer
Dawn
Location
South Coast
Date
05/02/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Raouf
Location
London
Date
31/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID AVOID
Reviewer
Alexia
Location
Granato
Date
31/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
Reviewer
mick stevens
Location
Rushden
Date
29/01/2020
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have had no problems were with first utility so same connection just carried over.However when I tried to tell them an external bracket holding the incoming wire was hanging by one screw this being a health and safety issue I was adiced I could fix it myself or hire an electrician I contacted outreach and they took two to come and fix it.
Reviewer
Dan pearce
Location
Newcastle
Date
21/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made.
Initially the router they provided me can only be described as unfit for purpose. Additional expense of around £100 to buy my own router which made things marginally better.
Constant drop off in the Internet
Made streaming, gaming etc a nightmare but when your tied into a 18 month contract you just need to grin and bear it.
Since going back to BT Shell are charging me a disconnection fee of £15.00 regardless if you out of contract and have also stated there will be a £35.00 charge if I don't return their router in perfect working order.
My advice would be while their deals may seem a little lower the service you get is extremely poor.
In today lifestyle I've become reliant on broadband for paying bills, booking doctors appointments/prescriptions etc so trying to do the most basic of chores can become quite frustrating.
Please do take notice of their terms and conditions as they will charge you at any opportunity.
When you do get to speak to a customer service depot whilst being very polite will not accept any fault and will blame open reach
Since returning to BT I can only describe this as shear bliss with absolutely no problems so this can only lead me to the conclusion all the issues I had to deal with were actually down to shell
Do your self a favour if you're considering Shell and look else where
BUYER BEWARE!!!!!
Reviewer
James
Location
Surrey
Date
20/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap.
Reviewer
Mark
Location
Wakefield
Date
17/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up Aug 19
Nothing but trouble, minimal connection, router flashing red. Poor customer support and communication with false promises.
4/5 of no service but still collecting the direct debit but want to offer a £5 goodwill.
Avoid at all cost!
Reviewer
Gary
Location
London
Date
14/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID. Go elsewhere, you will regret signing up with these clowns.
Wish I'd read the reviews before being lured in by the download speeds of 63mbps and low price.
Speed drops off repeatedly every day during the day and in the evening. Tried all kinds of troubleshooting but finally concluded the problem is on their end - they're just completely unreliable. Customer Service is bloody appalling.
Cheap does not = good. Go elsewhere.
Reviewer
SC Rugby
Location
Rugby
Date
12/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got this online and since then always been disappointed with the service and lack of transparency. The broadband took 45 minutes and a number of calls to customer service to get started.Speeds have been terrible. No framework and minimum options like parental controls..Customer services take ages to respond. A complaint (which they take very seriously apparently) took them a month and a bit to reply. Got fed up and cancelled the contract..at a loss of £140 which is there charge for early termination...the telecom regulatory should investigate these guys.
Reviewer
Alan Andrews
Location
Stafford
Date
10/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload
Over Xmas noticed that broadband was very slow and continually dropping out.
In New Year found that phone was not working so raised service call.
Broadband speed down to 6Mb download and 4Mb upload...a joke!!
Within 24 hours told that tests had shown fault on line and they will arrange for BT engineer.
5 days later still waiting to hear when appointment.
My wife has cancer so we need phone to receive hospital appointments and to make emergency calls if needed.
Having to raise formal complaint now with Shell.
They do not seem to care at all.
We will get out at first opportunity
Reviewer
Vince
Location
devizes
Date
10/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
will be changing asap, no support, keeps losing connection utter rubbish.
Reviewer
Iain
Location
Nuneaton
Date
09/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
Reviewer
paul barton
Location
manchester
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
wish I had read reviews first,worst broadband provider I have evedr had,an absolute disgrace,cannot wait to leave
Reviewer
Mark Everett
Location
Sheringham
Date
06/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking company and I will get out as soon as I can.
As I write this review I have been on hold for 45 minutes waiting to get through to find out where my router is, which should have been sent out by them a week ago (this is only because I purchased a house which uses their broadband and they insist on a new router for a new customer). What a stupid system as the other providers I have used have ALL just transferred the service without the need to change the router.
Still waiting for them to answer so BEWARE if you decide to use them, you have been warned, from a very dissatisfied new customer and as quickly as I can an ex customer.
Reviewer
David
Location
Kingston
Date
05/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
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
Reviewer
stuart cooper
Location
Date
05/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Paid for high speed of 14-21 gbps, getting between 8 and 10. totally dissatisfied. Feel I'm being ripped off.
Said they would get Open reach to investigate, but nothing has been done DO NOT SIGN UP.
Reviewer
dennis
Location
kent
Date
04/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
slow disconnects worst service I have ever joined I wont be staying you are like a bunch of clowns
Reviewer
J Irwin
Location
Northampton
Date
31/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No customer service and no broadband service. I'm leaving!
Also, just called the cancellation line and they hung up on me straightaway.
This company is a SCAM.
Reviewer
Les Riley
Location
Wirral
Date
24/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
Reviewer
Gemma
Location
Chester
Date
20/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I don’t usually write online reviews but wish to try save anyone else from purchasing WiFi from shell. It’s frustratingly slow and CONSTANTLY drops out. I previously had sky internet and had no issues - lured by the shell deal unfortunately. I live in a small apartment and watching tv in the bedroom a few metres from the box is impossible - Tv works perfectly fine when I stream programs using my 4g which I now have to do all the time. Also the cancellation period is 14 days after you start the contract but you won’t get connected to the internet for at least 14 days! Brilliant!
Reviewer
MuratU
Location
Manchester
Date
18/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Existing Shell dual energy client...decided to take the offer and add broadband into my service bundle. Worst switching experience ever. Still not connected 3 days after the e-mail received "all up and running plug your router". Called many times, been on the queue for more than 2h etc... Avoid if you could
Reviewer
Dive monkey
Location
cambs
Date
18/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT use this company. you WILL regret it. Customer service is appalling, products are over priced and if you dare complain they'll flex their corporate muscles with intimidating threats. Besides the line ain't even theirs its a BT open reach line. You have been warned!!!
Reviewer
PETER
Location
essex
Date
17/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SHELL HAVE NO STAFF ITS ALL CALL CENTRE AND YOU PAY PER MINUTE TO SPEAK TO THEM, AVOID AS ITS A SCAM!
Reviewer
dennis nash
Location
sittingbourne
Date
17/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
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.
Reviewer
James
Location
Derbyshire
Date
11/12/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Plugged in and worked straight away, excellent speed too. Impressed.
Reviewer
S
Location
Weymouth
Date
10/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
Reviewer
dl
Location
essex
Date
09/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
getting through to speak to someone takes a minimum of 35 minutes and they charge you for this which is £2.85 each time. They do not do anything they say they will do, so basically avoid them at all costs!!!!!!!!!!!!!
Reviewer
Jemma
Location
Sheffield
Date
07/12/2019
Comments:
If I could give less than 1 star I would. Complete garbage. My order has been put through 3 times now, 9 days after the first request I still have no broadband. Don't even have the router. Quick enough to set up the direct debit though & take the cash!
Reviewer
Graham Ellidge
Location
Blackpool
Date
06/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful organisation.Been with them about five weeks.Worst decision I ever made when I chose these jokers for my Broadband supply. Current speed is 0.11mbs. Struggling to open and read e-mails and as for videos, forget it. No landline now for two weeks, with little prospects of a solution.On your heads be it if you make the same choice as I did. AVOID AT ALL COSTS.
Reviewer
Ann protheroe
Location
Derbyshire
Date
06/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish ...... been waiting since 4 November
Don’t use this procuder
Reviewer
Sharon Miller
Location
Manchester
Date
02/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Was meant to of been connected to phone line for my broadband on the 28th of November did not hear anything by the afternoon after waiting in so phoned only to be told that they drop it been cancelled he would find out what was wrong and phone me back possibly the next day I did not hear anything by the 2nd of December I phoned to find out what was going on only to be told that they would connect me without any waiting but I complained about not receiving the phone call and not being kept in the loop customer service appalling I would write them as a zero
Reviewer
Hayley
Location
East Sussex
Date
30/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broadband is so weak, I can’t even watch Catchup without constant buffering. I’ve never had a problem with any other provider before.
Can’t wait for this contract to end so that I can leave Shell.
Reviewer
Linda
Location
Weymouth
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
Reviewer
Barry Hobbs
Location
Isle of Wight
Date
28/11/2019
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Carol
Location
Llangollen
Date
27/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We have infrequent disruptions of service but when it's disrupted it is 5+ hours where the connection disappears every 1-5 minutes.
They have sent out engineers to find the fault, concluded it wasn't local and left it at that without sorting the problem.
We are moving to a different ISP as this is intolerable.
Reviewer
NorthernOIK
Location
The North
Date
26/11/2019
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
This is an update to a previous review. The dropouts have stopped and the speed has stabilised at slightly higher than the previous supplier. I'm fine with the switch now. It looks like this in no worse than BT or Sky, just cheaper.
Reviewer
Stephanie Jenkins
Location
MILTON KEYNES
Date
23/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Completely and totally dissatisfied customer. I really wish I had read the reviews of so many others before I bought. Wifi constantly drops, customer service is shocking. I've had to call 4 times and spend an hour chatting and still nothing. I was sent an email of steps to walk through which included unscrewing the front of the broadband box on the wall. When I told the agent I was chatting with it was ridiculous to ask people to do that, he responded that it wasn't ridiculous. I'm so so so fed up and angry, I'm considering paying the fee to end my contract.
Reviewer
Dav
Location
Oxford
Date
23/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish. Frequent drop-outs and, strangely, can't connect to either Gmail or Yahoo e-mail services (if I connect using a mobile hotspot, these e-mails miraculously appear...)
Reviewer
Minim
Location
London
Date
21/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Is just absolute trash never seen such a bad broadband, TalkTalk all the way
Reviewer
Cheralyn broom
Location
Bath
Date
19/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish that’s all I can say. I have never had such slow broadband
Reviewer
NorthernOIK
Location
The North
Date
19/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
OK. I went for the cheap 12 mth deal and now regret it. Switch over was smooth but there are PPP connection losses every day for a few hours. Next time I'll pay a bit more for reliability. Cheap but not worth the lack of reliability.
Reviewer
Hugo
Location
London
Date
18/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I can only agree with all the other negative reviews - AVOID!!! I had been with Virgin Media for more than ten years, but unfortunately had to switch as they don't provide my new area. Shell customer service is the worst, a bunch of useless call centre employees who are not in any position to make changes/cancellations etc. but forward your request again and again. They confirmed by email that they would push back my activation date, but I then received an email a day before original activation date, that my service would go online next day. I called them (finally getting through after 20 minutes) only to hear that my request had been rejected, but they couldn't tell me why. They also could have let me know instead of me calling them to find out (even though they had confirmed by email)! I then asked to cancel my contract within the 14-day period I was allowed to do so as I wasn't even living in my place yet. Request rejected as well! What a joke!!
Reviewer
Matt
Location
Cornwall
Date
18/11/2019
Ratings
Reliability
3.00 stars
Comments:
Prior to switching I had had fibre with Sky for 3 years with no issues and was getting a speed of between 67mb and 71mb. Switched to Shells equivalent package (Superfast Fibre Plus) so should be getting exactly the same speed; however, I am now getting between 29mb and 38mb. Pathetic! Have tried to call their customer services but gave up after being on hold for 28 minutes. Already counting the days until my contract ends and I can switch back to a decent provider.
Reviewer
Ralph
Location
London
Date
16/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
AVOID like the plague.
Reviewer
Keiron haslett
Location
Northwich
Date
15/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly the worst internet and customer service I've ever received, joined in August and no internet to this day and still no solution and saying I'm the one that needs to pay to leave! AVOID SHELL LIKE THE PLAGUE absolutely terrible!paid nearly 100 quid for internet I dont have and they want 234 quid to leave it's the worst I've ever seen, and I hope to god shell energy can read this!
Reviewer
Max
Location
London
Date
13/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Stay away from them!
Today was my activation day, first day with their active broadband. Since after a couple of hours I realised that I was downloading at half the speed of my previous provider I contacted them to cancel.
Their contract says that "you have 14 days to cancel without charge", unfortunately I discovered that they start calculating the 14 days from when you confirm that you want to switch.
the day you confirm that you want to switch to them and if I cancelled I would have to pay the full year of supply. Since between the day you sign and the activation date you have to wait 2/3 weeks there is no way to really test their services.
Reviewer
Ken Robson
Location
Galashiels
Date
13/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
So far BLOODY USELESS.
To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
Wish I had NEVER JOINED!
Reviewer
colin baker
Location
LEAMINGTON SPA
Date
13/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
In the last two days trying to get assistance with the Shell Customer service is a joke, only yesterday I spent 2 hours trying to get a problem solved and today just the same, their service stinks.
Reviewer
Mark
Location
London
Date
04/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Usage to date : 3 months.
No. of previous Broadband suppliers : 3.
Speed : Decent but not as fast as previous suppliers. Especially noticable on Netflix loading times.
Reliability : A couple of minutes of dropped connection, about once or twice per week on average, but tolerable.
Customer service : Friendly, average waiting time 20 min.
Other notes : Initially provided with faulty router, hence no connection for a week. Sent over engineer to confirm this. Router replacement received about 2 days later. Later, errorenously charged for engineer visit (around 80 GBP) so had to contact them to correct this.
Not recommended as it has under performed in all categories compared to previous suppliers.
Reviewer
Stephen
Location
London
Date
04/11/2019
Ratings
Satisfaction
1.00 stars
Comments:
Avoid! Attractive headline prices but misleading sales advisors abound.
We signed up having checked twice with Shell staff (and on their website) that we could keep our landline number. Apparently it is simply not possible for the majority of Virgin Media customers to take their phone number. Shell call centres woefully short staffed so expect to spend 30 minutes to get anything dealt with (charged number). The clue is in the name: sHELL!
Reviewer
Lesley
Location
East Sussex
Date
01/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had this for 4 days absolute rubbish, did live chat to cancel...she was very nice....informed I’d have to pay £306 to cancel. Even though it’s not fit for purpose. Told them I’ll cancel the direct debit and pay £10 a month. Angry doesn’t cover it!!!
Reviewer
Allan
Location
West Midlands
Date
01/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Estimated speed on signup to Fast Broadband 7-12MBps actual speed 8.5MBps.However i have speed test results going back years which prove my line now supports 13+MBps so was expecting near top of their quoted range. After over 2 months of emails (and they are slow to respond) they have just gone full circle back to it must be my internal problem. Please note they are a TalkTalk reseller. Avoid both these companies and any other TalkTalk reseller if you want the best speed your line can support.
Reviewer
Ian mceachran
Location
Swansea
Date
31/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish, speeds are terrible was told speeds may vary over the first 2 weeks then was told I could not cancel although I was miss sold the package. I was told speeds would be good in my area but I struggle to run a single device the customer service is terrible and now I am stuck with a £150 cancellation fee.
STAY WELL AWAY DO NOT BUY
Reviewer
Andy
Location
Sheffield
Date
30/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are getting money under false pretences in the last 15 minutes the connection has failed 5 times. Netflix is unusable due to the download speeds. Trying to find a customer service number is hopeless I can’t even access my account as I need to reset my password but the system never sends me a reset email. Avoid them like the plague
Reviewer
Peter Clark
Location
Hebburn , Tyne and Wear
Date
26/10/2019
Comments:
Just installed this heap of crap on Tuesday , download and upload speeds are abysmal. Tried to cancel but told we would have to pay the full 18 months money first . They did not send us any kind of written confirmation regarding the contract. The nice girl in the EE shop also rang them , and they were rude and unhelpful to her . Worst ever service , I strongly recommend that no-one purchase broadband from this bunch of cowboys . Download speed 2-8 , upload speed 1-5
Reviewer
Jim Gordon Carroll
Location
Grimsby
Date
26/10/2019
Comments:
Had this service for 4 days and it is terrible average download speed on 4 different speed tests is 1.64mb. Not even enough for SD downloads. If i had known i was dealing with Talk Talk i would not have taken this deal.
Reviewer
kate
Location
brighton
Date
21/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY APPALLING SERVICE, for the 1st month of using this sham balls of a service my Wi-Fi was down for 2 weeks, I was promised a month free which was not good enough from the start. they sent out an engineer after the 5th phone call to complain and I was told I would not be charged for this as this was a fault of their own, I have just had my bill come through and SHOCK I have still not had the free month taken off and I have been smacked with a £54 bill for the engineer I was PROMISED I would not have to pay for, AVOID THIS COMPANY
Reviewer
Cheryl Adderley
Location
Birmingham
Date
18/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My internet is not very good. Always buffering. Stopping. And not very fast
Reviewer
Ralph
Location
London
Date
17/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In my opinion this company must be run by rude idiots. Although they are supposed to be doing calibration, they give NO warning when the service stops, maddening when playing chess online & winning, never mind skype etc. It's like a very rude person who barges into a private conversation, no manners whatsoever.
They should ASK for permission to do calibration, also giving an option to delay it for a while at customer discretion.
As it is, upload speed is about 0.2 - 0.3 Mb/s, when their competitors have got it up to 0.9.
AVOID this CRAP company.
Reviewer
LJ
Location
Wirral
Date
15/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I don’t have the service yet but simply ordering it has been ridiculous - do I need an engineer, do I not, days and days between anyone picking up the actions on the account including delaying actions until my cooling-off period is over so I can’t cancel. Now looking at an activation date weeks after it should have been if they’d either accurately found out my active line status in the first place, or joined up contacts to me and acted on them quickly. At least most broadband providers wait until you’re actually a customer to let you down. Avoid.
Reviewer
Matthew Rosen-Marsh
Location
london
Date
13/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched from Plusnet because of the cashback deal. Big Mistake. Broadband is very slow.
Reviewer
stan
Location
burgess hil
Date
12/10/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
Reviewer
Ema
Location
York
Date
11/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband is okay, is not the fastest but it's quite reliable.
However I've just realised that Shell has charged me £54.16 for having to send the technician out because they couldn't tell me what to do and what to look for when I was installing the modem. It turns out that they could have told me the lines come from the back of the houses not the front and saved me time and money, but they didn't. How should I have known their lines come from the back of the house?
Very poor service!!!
Reviewer
Tracy
Location
Hull
Date
07/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
So, we signed up for this, went on holiday and read the reviews after.
Dumb move on our part.
I rang to discuss my worries....45 mins later, still no answer to my call.
I call back again, another 40 mins. This time I didn’t care what they had to say, waiting 40 mins to speak to a human, anyone, is not acceptable.
I cancelled and called plusnet. Straight onto an advisor for only £3 a month extra, I’ll pay for that level of customer service.
Reviewer
Adam
Location
Birmingham
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The speeds provided will not even stream a Youtube video. Rang up to complain and did not get a call back for 6 weeks. Customer service is non existent. Avoid at all costs, these are by far the worst broadband provider in the UK
Reviewer
Lindsay
Location
Airdrie
Date
30/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
Reviewer
Andrew Williams
Location
Fareham
Date
28/09/2019
Comments:
Internet is appealing ... drops out on the tv every 5 seconds or so ... 1 hour programme, even on non peak time, ends up taking 1.40 hours ...
Can no longer work from home as internet is so appalling ...
Reviewer
Daniel peel
Location
Heckmondwike
Date
28/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SCAM DO NOT APPLY FOR ACCOUNT after they took over first utility they has been nothing but issues disconnection three days before payment date without warning then inflate the bill I started at 38 for high speed for streaming then get told I owe 71 so pay the balance two weeks pass and disconnected again contact them and they tell me I owe 51 so I ask why so high they say I owed 99 with a discount of 7.00 I owed 91 but yet when I paid the bill I was strictly told 71 is all I owe for that month hmmmmmmm talk talk here I come and another point to all customers of shell if your not offered the deal you was originally offered as of 12 month ago you can walk from the contract check Martin Lawrence s website explains everything there
Reviewer
ron kent
Location
BENFLEET
Date
26/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
just started with them with first bill,they have put vat at the end of the bill? is this right? talked to them cant get a positive answer , not had this with any previous supplier, not in the small print about this,feel conned ? buyer beware.
Reviewer
donald shorrock
Location
great haywood
Date
25/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have had shell broadband for the last few weeks but then phone for some reason has now been disconected onthe 22nd September so I have no broadband or telephone line. Contacted shell through livechat but nothing has so gar been done to put the problem right
Reviewer
Rhea
Location
Dundee
Date
22/09/2019
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
Reviewer
D.T
Location
London
Date
19/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you don't improve broadband speed and continue to ignore customers comments definitely everyone turns to another supplier.
Reviewer
Adriana Nica
Location
new Malden
Date
18/09/2019
Comments:
0 stars for everything.its the worst provider ever hâd before. No speed promised, no support. My internet stop working every 2 hours and starts again after 10-20 min. I made the worst decision swaping from sky to shell. For all the People how maybe Want to choose shell please: DONT DO.
Reviewer
Mark
Location
Wirral
Date
17/09/2019
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
Reviewer
Steven Asare
Location
New Cross
Date
16/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Comments:
When I first purchased Shell broadband, I thought it looks decent. I was previously with Sky broadband. For the past 24 hours, all of a sudden, my internet stopped working on my laptop and phone. I called Shell I was told that someone will call me back. Nothing. It's frustrating because I work from home. I have to go Internet cafe just to work. Ridiculous. Really angry. I regret coming off sky.
Reviewer
Sarah
Location
Nottingham
Date
07/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please avoid this company. I originally just had gas and electric through Shell (which was First Utility then) and I've had no problems with that. I received an email offer to join their super amazing brilliant broadband... Which I fell for. It's only a little cheaper than my previous provider.
The broadband drops all the time, unable to connect more than one device. I've had an open complaint for around 2 months now and still not resolution. They've sent me 2 replacement routers that are meant to be the best they have. It's made no difference.
There's no online account service for broadband which makes things difficult. The email responses are slow and repetitive. Usually reply with "please confirm this is what you're asking" although I couldn't have been clearer in my complaints. Feel it's just constant delay tactics to deter you from continuing with a complaint.
Terrible service all around, will never use again.
Reviewer
martin clater
Location
paignton
Date
05/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
do not use have had trouble with them since day 1, the 14 day cooling off period starts from the day u order it, so when ours went live the 14 days was up. we r leaving early as cannot get it to work all over the house, have bean quoted £310 to leave instead of the £150 we were told on the phone. there is no 24/7 telephone support, so if your broadbands goes down u cannot use there online services to fix problem. STAY AWAY FROM. i wood give them 0/5 for everything
Reviewer
Robert
Location
cheshire
Date
02/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not even apply this is the worst service I have ever had.Service staff are rude and arrogant ,speed is that of an elderly slug, reliability is a joke. I tried to terminate within 14 days charge is applied.
Reviewer
Philip Norris
Location
Lympne
Date
29/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use Shell Energy, moved house and was told that they were best provider in area. Advised them not to send router until after we had moved in on 19th July, they sent a week before to an empty house. Broadband and phone meant to go live on 22nd July, no phone until 31st July and Broadband went live on 12th August after many calls. Broadband speed expected to be slow but is even slower than advised at 240k average. Called to cancel service once realised how slow it was to be told that there was a £120 charge to get out of contract early despite being within 14 days of service actually going live. They don't do 14 day back out apparently! Absolute rubbish company, don't go near them.
Reviewer
Hayley
Location
East Sussex
Date
21/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
Reviewer
Karen
Location
Northumberland
Date
14/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Biggest mistake to make. Please avoid this company. The broadband only works for a few weeks until you are tied in to the contract and then internet connection is up and down particularly at weekends or evenings when there is no telephone support. Also for each time service is down there is a 48 hour wait for a “technician” to even look at the fault and then the internet connection appears for a couple of days until the process starts all over again and another 48 hour wait. I have to visit family and friends for internet access.
Reviewer
David
Location
Walsall
Date
08/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
John
Location
Kettering
Date
05/08/2019
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Early days yet but:
1. Transfer of phone service was seamless and totally pain free
2. Transfer of ADSL service was seamless
3. Broadband speeds initially 60% of previous PlusNet service, using the same equipment. Watching carefully to see how that trains up over the next 7 days.
4. Customer service much more technically competent that PlusNet. I wanted to retain my existing (non-PlusNet) router and, although I had to queue, I found someone who understood the settings and had my individual information at their fingertips.
I was shocked at the poor reviews these guys had and was somewhat worried about the transfer but, so far so good.
Reviewer
Sarah
Location
Taunton
Date
02/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.
When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.
A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.
They really don’t seem to care. I will be moving as soon as my contract is up.
Reviewer
Andrew Whalley
Location
Davenham Northwich
Date
23/07/2019
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...
...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
Reviewer
Mark Ledsom
Location
Widnes
Date
22/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
Reviewer
Chris
Location
Scotland
Date
18/07/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
Reviewer
John
Location
Worcester
Date
17/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgraceful.
Loss land line 11th July. download speed went to 0.4mbps. When finally got through to them - it was if it was my fault. Finally agreed to contact Openreach [ not sure who pays?] who sent an engineer to resolve the problem - good professional. Wife phoned me @ work - and said Shellenergy would only compensate us £3.22p!!!. In addition they confused the DD details with some else, and when the wife corrected them - they said it would take 12 days to set it back up!!!!!
Will be cancelling contract - for not providing the service - will be sourcing other providers later.
BE WARNED
Reviewer
Neil
Location
Yorkshire
Date
04/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgraceful service ...Useless !
Having been a BT customer for years I switched to Shell Broadband.
BT disconnected but no connection to Shell.
After 5 days without a phone line or broadband Shell just say they are waiting on Openreach to resolve. Now they say it will take another 5 days so 10 days with nothing.
We live in a poor mobile reception and I have a seriously ill mother who needs contact.
DO NOT RISK THE CHANGE TO SHELL.....they clearly have no power or authority with Openreach.
After speaking to one of their managers he just said "there is nothing we can do".
I would never have switched if I had known !
Reviewer
Tex Ritter
Location
Durham
Date
04/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beware you get charged £15 to change supplier and make sure you return router as they will charge you for it .Very slow broadband similar to dial up at times . Look elsewhere !
Reviewer
Carol Perry
Location
Isle of wight
Date
30/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't wast your time or hard earned money on this so called internet supplyer.should have left as soon as shell took over from first utilities.
Well download speed today 1.78mb upload speed 0.85mb absolutely a joke.Stay well away from this company as soon as we can change we will.
Reviewer
Ken Williams
Location
West Sussex
Date
19/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Wish I'd never heard of these jokers.
What a shower! Phoning the "helpline" (pause for howls of laughter) is a nightmare;ditto the live chat (who was the idiot who first dreamed up live chat-another nightmare)
I moved in recently, their engineer came to reconnect a line, asked how many extensions I wanted activating (note, activating NOT installing) we agreed on three or four I forget which and away he went.
Several days later I find not one is working and when I complained I was told they only install one and if I want more extensions INSTALLING (note installing, not activating)I should get it done by an electrician.
They obviously did not read my first email and it took two reminders to get a reply at all.
STICK TO SELLING PETROL SHELL-you're useless at Broadband.
DO YOURSELF A FAVOUR PROSPECTIVE BROADBAND PURCHASERS-GO SOMEWHERE ELSE!!!!!!!!!!
Reviewer
H
Location
West Midlands
Date
19/06/2019
Comments:
I got my broadband and it was advertised maximum speed 10 MB but I am I cannot get even one MB I called them and they say if I want to cancel I have to pay £115I cannot see the sample video on my Facebook my mobile Internet is much faster than their broadband they’re absolutely rubbish company and I advise do not go for shell broadband energy
You are wasting your time and money and you’re absolutely liar
Reviewer
Steve Pope
Location
Penzance
Date
17/06/2019
Ratings
Satisfaction
1.00 stars
Comments:
I switched broadband and phone, my change over day was today. Broad band switched phone is dead, broadband so weak can’t get Netflix or Amazon.
Been in an online help que for an hour now.
Wish I’d stayed with Sky.
Reviewer
terry m
Location
chester le street
Date
16/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolute rubbish. didn't like shell's predecessor 1st utility because of talk talk involvement but this is worse. continual dropouts,frame freeze, inaccessible internet.continually rebooting router.simply cannot sit down and enjoy watching without the above at any time of day or night. i'm done
Reviewer
Richard Brooks
Location
Derby
Date
13/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got switched from First Utility to Shell Broadband automatically. We were very happy with First Utility. The speed was good, and it was cheap. But Shell Broadband has been terrible from the day we were switched over. The wifi drops out multiple times a day. Has anyone found a way of avoiding the extortionate early exit charges?
Reviewer
Lauren Whyte
Location
Leeds
Date
11/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined first utility that became shell energy. They failed to connect me on the set up day then I had to wait a further 5 days to be connected because of a phone line fault. The 14 days dissatisfaction starts from sign up so I was unable to leave without charge
My internet then dropped out completely within 2 months. I was advised to still unscrewing sockets on my wall as this was a phone line fault. At this point I paid £109 to lesve.Terrible service please save yourself the bother, cost and lack of internet provision.
Reviewer
Malcolm Greenwood
Location
bradford
Date
05/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i thought the broadband service from shell would be excellent as they are a big company and new to bb services but this is the worst broadband i have ever had and tha includes talktalk it disconnects every 10 minutes and sometimes is on and off like a light switch surely they must be aware that either their service wrong or there is something wrong with the router as if i reboot everything it will work for a day or so and then keep disconnecting again and as i have just started a 18 month contract i dread to think what the termination charges are but anyone considering joining them please thin twice YOU HAVE BEEN WARNED
Reviewer
Yeeha
Location
London
Date
01/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Mark Davies
Location
Tamworth
Date
29/05/2019
Ratings
Satisfaction
1.00 stars
Comments:
My broadband went live on Wednesday,whilst I was out the country,so on my return on Saturday I set up my new router etc,but couldn't connect to the internet, it's now Wednesday and still no connection, having phoned them on numerous occasions I'm first told there's an outage,then a walled garden problem,what does any of that mean?? Fobbing me off I think!!! I'm then told it should be sorted in 2 to 3 days,so that's a full week with any internet,missed important emails,missed eBay purchases, internet TV not working etc,how about if I was running an internet business through this connection!!!!
Extremely poor service,leave well alone,wish I'd never joined them!!!!
Reviewer
charles turner
Location
Dewsbury
Date
17/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i never have had a contract with shell or first direct and shell keep sending me invoices for £162.21 which they say is outstanding.i have spoken to there customer relations team who dont no there backside from there elbow,but keep on sending me these letters for a contract i have never had.total rubbish i will not buy anything branded shell.
Reviewer
Mihir Shah
Location
Slough
Date
16/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Pathetic customer service. Broadband did not start on the day it was promised. I had to call them everyday for six days for follow up. No one ever bothered to call me to provide an update on the status of my complaint.
Asked them to terminate my contract since there was deficiency in their service.
Their complaints team is even worse, an extremely rude person called me and said If I wanted to exit I must pay £279. He also threatened to pass my details to Debt Collectors (even before sending the bill and before attempting to take money from my account by direct debit). Service finally started on 8th day. Now stuck for 18 months with this bunch of idiots.
When I called them on 9th day for compensation they offered me £10.00 when it should be £35.00 (£5 per day) as per Ofcom guidelines.
Have raised another complaint, if they do not agree with the compensation amount will take them to Ombudsman.
Reviewer
WILLIAM
Location
BORDON
Date
16/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish ide never heard of this broadband provider since going over to them my computer takes ages to get on internet keeps buffering my tv keeps going off as there is not enough speed it supposed to be 2.5 mpm but only delivers .75 as they are not providing me with the service i'm going to leave without penalty
Reviewer
lynnec
Location
swindon
Date
16/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
I applied for broadband with shell not yet been on line as they have gone pass their date for me to be up and running and still nothing . when I call them I am told give it another day call back tomorrow .the router shows no broadband connection . 3 days still waiting and have to call them back again no good service sorry I joined them with their false advertising
Reviewer
Peter C
Location
London
Date
30/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had First Utility for energy and broadband and have never experienced such a poor service from broadband. The ideal situation for me was to have all services from one supplier so I was happy to sign up for broadband when it became available. I have now changed energy supplier because of the association with broadband being so shoddy, and can't wait for the contract to end so that I can switch broadband as well. My previous broadband speed was 12Mbps and when I was quoted an average speed of 11Mbps I accepted that because of the aforementioned convenience with energy. In reality I have never received 11Mps and because of failures to connect devices I started monitoring line speeds. The maximum speed measured was 7Mbps but more often than not this was around 4 or 5. Sometimes it is not possible to connect at all. Constant reports to the service line have not made any difference to the service even after telling them that previous suppliers have had no problems in the feed. I do not know what difference Shell will make to the services but on what I have experienced I would recommend that any prospective customer look very carefully at the provision and try to get some assurances before signing up. Thankfully my contract expires in June and I will be looking for a proper broadband service.
Reviewer
Clare Eccleston
Location
West midlanda
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID
no internet even after ringing up and complaint still no internet. Rang back a couple of days later they will send an engineer out which you have to wait in half the day for and couple be charged for.
Takes 2 weeks plus to switch company by the time you realise that they are an awful company it's too late your outside your 14 day cooling off period with no I internet an increasing phone data bill and a life dial engineer charge.
CAN NOT WARN YOU ENOUGH PLEASE AVOID THIS COMPANY
Reviewer
Anna Stochaj
Location
Southampton
Date
12/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you!
Reviewer
terry
Location
northwest
Date
05/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having read all the reviews i can only endorse the negative points made by the broadband customers of First Utility.This company should not be allowed to offer broadband as it doesn't appear to be able to keep its promises regarding speed etc plus the fact the customer service is terrible to say the least.It costs a small fortune how they keep you hanging on with only an occasional robotic voice and dreary music for company,this might be acceptable if your problem was sorted by them but alas no this is not the case as all they could offer was an engineer in three days time,no offer of compensation only to be told if the hub has been tampered with the engineer will inform you that his visit will cost you £140. So come the end of my contract its bye bye First Utility broadband and thanks to customer service it will be bye bye to gas and electricity too
Reviewer
Heather Sharp
Location
Bolton
Date
04/03/2019
Comments:
Appalling service, no stars can be given. Bitterly regret leaving BT 4 months ago, since when we have received a totally inadequate service. The internet is very intermittent and cuts out continually. We have been quoted £290 to cancel the contract, which seems appalling. In any other circumstances, if goods prove faulty you can return them and go elsewhere. Shame on you First Utility, we have been very satisfied gas and electric customers for the last 3 years, but shall now go elsewhere in protest at your shabby dealings with us
Reviewer
Robert
Location
Emsworth
Date
28/02/2019
Comments:
Absolute dishonesty from start to finish. They get you aboard for £19pcm but forget to mention anywhere that it's £19 plus VAT. You get a max of 9 Mbps for 4 days followed by .08 Mbps. When you contact them they suggest you switch to £35 per month plus VAT for a faster speed. They will ignore all complaints except when you cancel the DD - then they write, boy how they write. When they know they've lost - as in when you are with a reliable supplier - you will hear nothing for 2 months. Then you will receive a threatening e mail from their 'collection agents' etc. I have opened a case against them with the CAB who believe enough other like complaints will see the Trading Standards take over, even the police maybe. Get your money back off these sharks, ask for some deserved compensation off them for their behaviour towards you; then register the complaint with the CAB.
Reviewer
Brian
Location
Falkirk
Date
21/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
Reviewer
Peter
Location
Rainham, Essex
Date
21/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't believe that First Utility have the technical capability or business acumen to offer a broadband service. They fail miserably on aspects of delivery and support. They should be avoided at all costs. I would also add that no organisation that I am aware of can take so much negative reports without attempting to even investigate the criticism. I firmly believe that we have been conned.
Reviewer
Mick
Location
Rotherham
Date
16/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Not too bad until you decide to leave.£15.00 cease fee and £35.00 charge if you don't send their router and wires back within 30 days.
Reviewer
Roy Hardy
Location
Woodford Green
Date
06/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been stuck with them for over a year. Broadband speed very slow (8mbps - should be getting 35+). They said there was nothing wrong with it. Eventually I got fed up and paid for BT put in another line. BT coming down at 35 - 45 Mbps. turned out the First Utility engineer had split the wires when connecting the service which led to their dodgy speed. First utility customer service not interested so I paid up the contract and left. Absolutely useless customer service, terrible broadband - I will never use them again.
Reviewer
Faye
Location
Richhill
Date
29/01/2019
Comments:
We are very unhappy with first Utility I would not recommend them at all. We always have interruptions to the service . Very slow internet speed and have always had trouble with the service and go hours without internet. We have complained but they have not helped out at all or even give us reasonable advice. They have actually been rude and unhelpful. My advice is to avoid first utility, I can’t wait until I am out of the contract so I can change provider. I would not stay with first utility even if they were giving it free as it is completely useless. We only surf the net we are not gamers and are not heavy internet users . So avoid FIrst Utility. .
Reviewer
D.T
Location
London
Date
23/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company broadband is RUBBISH please AVOID AVOID, If you planning to switch broadband to the First Utility may face huge financial debt If you terminate a contract, or you may get stress until the end of the contract. I don't recommend First Utility broadband.
Reviewer
Graham
Location
South London
Date
20/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband kept cutting out so we would have periods throughout the day when internet wasn’t available. This happened nearly every day over the 12 months we were with First Utility. It was also slow. They blamed other households using internet but we have never had these issues with the other 4 providers we have used. So could not receommend this company
Reviewer
Rebekah
Location
Scotland
Date
19/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is too good for this company, took out a contact with these cowboys in September and have had nothing but problems. Had no service with them for a week and a half when the broadband went live, the router they gave us looked like it had came from a kids toy box was so flimsy and just absolutely rubbish, had to go buy extenders to try and get a connection in our one bedroom flat because it look about 1 hour to stream anything. Router packed in about 3 weeks into the service and they sent a new one for free which was probably the high point of this service. Highlighted the contraction issues and was advised an engineer would come out, couldn’t make the appointment and the girl I spoke with wouldn’t cancel the appointment even though I had called due to an emergency I had to leave the property. Phoned again and was told I would get a call back (this was November) they never called me once or made any attempt to call me back. I was promised money off my bill twice and found out today that hadn’t happened. I owe £96 and they have a collections company hounding me via email so I messaged them on Facebook, social media team are appalling, I was told 4 days in a row I would be contacted and it never happened. I also received a message from the social media team that was highly unprofessional, been on the phone today and now have been told nobody can deal with it because I have raised an executive complaint and went to the ombudsman. Once my contract is finished I will be going to another company!
Reviewer
Sarah
Location
Londin
Date
09/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Changed over from EE on the 18th, changed cos it was half the price i was paying with EE, but not even a month yet and it keeps crashing, not happy, going back to EE
Reviewer
Thewix
Location
Suffolk
Date
03/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL - DO NOT USE.
We swapped from Sky Broadband and it was a massive mistake.
This was 3 months ago. Wifi drops out all the time, speeds are rubbish (7mb on router, 0.5MB wireless).
Should have stayed with SKY broadband - didn't have any problems for the 5 years I was with them.
Tried to get help from them on the phone - waited AN HOUR for someone to answer.
Reviewer
Kate
Location
Wales SHEFFIELD
Date
02/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
DONT USE. Not much better speeds than the old dial up used to be. Definitely DONT GET IN FRONT WITH PAYMENTS. I've been waiting over 4 months for money they owe me. Appalling service!
Reviewer
Anna
Location
Southampton
Date
02/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had the Broadband contract for the last 13 months and it will finish in another 5. I have already put into my calendar that I need to look for another Internet provider.
The speed of the Internet dropped when I moved my house. I have logged in a complaint as that's what they suggested to do. Well, it sounds that they have theirs house in order however it is just to delay your decision about the change. It took me about three months, one visit of the engineer to hear that the speed of the Internet is as expected. It was such a waste of time. They have offered that I an cease my contract only for 58.5 not the full price. Well that is not a solution for me, they also said that the speed is ok even though the Open Arch engineer came and said that is is slow and the fault is on the Internet provider side.
Another problem was just at the time when I started with them. They just simply never send to me the broadband starter kit! I rang them few week after that as I was travelling and they said they will send it again. They have never refunded the days which I didn't have the Internet!
If you have a choice go to someone with good customer service and actual broadband.
Thank you.
Anna
Reviewer
Sharlene
Location
Falkirk
Date
31/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly crashing every 5/10mins. Takes me 2hrs to watch a 20min prog on now TV. They have admitted they can see it dips constantly (I've kept screenshots) yet it's still the same. Asked to send a pic of my setup....yeah my setup has worked perfectly for every other provider. Perhaps start providing the service you are paid for. Can't even get dates right on emails. Claimed I had a missed payment on Xmas Eve when in actual fact they went in on the 21st for it! Then when you screenshot emails and bank statements and send them they start slavering about 3days to clear. Avoid avoid avoid. If I can get out this contract without being hit with their RIDICULOUS termination AND cease charges I will. I'm off to citizens advice! Why should I pay to terminate a contract THEY are not FULFILLING
Reviewer
tracey harding
Location
sunderland
Date
28/12/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
changed from virgin media was paying 48.00 a month now pay only 27.00 a month for much faster broadband glad i changed should of did it years ago everything very good and good customer service too very happy
Reviewer
john
Location
ossett
Date
27/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
Reviewer
Peter Cassidy
Location
Essex
Date
20/12/2018
Ratings
Customer Service
1.00 stars
Comments:
Appalling broad band service struggles to get 6Mbps off peak time and no more than one device can reliably connect at any time. Constant calls to customer service were totally waste of time and resulted in being told that the welcome email warned me that average speeds could be this low. I have complained to the watchdog authority and to the Ombudsman as I believe that they are mis selling their service. STAY AWAY FROM THIS COMPANY IF YOU KNOW WHAT'S GOOD FOR YOU
Reviewer
James
Location
Basildon
Date
20/12/2018
Comments:
Coming from a measured 40Mbps BT fibre to First Utility Standard Broadband.
The activation date was set for 4th of Dec 2018.
From the start the speed was comparable to dialup modem pace: 0.3Mbps to 0.4Mbps. I gave it a couple of days and it was still running those speeds. Their website insinuates they have a chat feature, giving you the impression you will be chatting to a human being, except you are not. There are only a few set responses, none of which are useful.
It is very difficult to get hold of a contact telephone number. I did manage to find an email address ([email protected]). I emailed through my concerns and issue along with a screenshot of the my speed test.
On the 6th of December I did manage to find a telephone number in the end.(01926 320700). A recorded message immediately says that they are experienceing a high call volume today. I have now realised that this high call volume message is permanent, which you can draw your conclusions from. I got through to Techsupport, who unsurprisingly said it was the first 10 days of the contract and that the line would speed up.
On the 11th of Decemeber I called again and I explained to the agent the issue and he agreed the BB was running slow and with errors. Pointing out that I had reported this via email he then managed to find my email, and having seen my speed test took the opportunity to ask for a further 2 test over the course of the next two days.
On the 13th of Decemeber I called again. The agent explained that Openreach had been notified of the issue on my line and that it might take 24hrs to 48hrs get a response from them and something about we have to be sure that the line has got a problem before they have a look at things.
On the 15th of December I called again. The agent did not seem to bothered about reading the case notes, but decided to run through some troubleshooting steps. They were: Turn the router off. Reset the router using a pin. Pulling the RJ11 out of the socket. The agent then concluded there was sufficient evidence that a site engineer was required. The visiting windows of Morning or Afternoon would need to be chosen and I explained that I would need time to get home. It was explained that the engineer might call up 30mins before, but it was not guaranteed, and that if I was not at home I would be charged. Having scared me by saying I should be ‘working with’ to fix the BB issue I concluded that the agent was using the engineer visit tactic to make me feel the BB issue was moving along so I chose to change the subject and asked the agent to read the case notes of my problem; nb the first thing a TS agent should be doing before working on a problem for obvious reasons. She then changed tack and said Openreach were aware of my BB problem and acknowledged there was an issue with the line. I told her I would call back on Monday.
On the 17th I called for an update. I was told that Openreach would make a site visit, but I was not required to be present. Apparently they would walk around my street and make a visual inspection.
On the 19th of December I received an email requesting for a site visit. I need to provide 3 times of availablity and need to pay attention to TRC’s (Time Related Charges) These are charges that I need to pay so First Utility can recover any unneccessary Openreach engineer’s time. Keep in mind their first TRC is: If no fault is found at the time of appointment. Considering I came from a working BT infinity service, I suspect no fault will be found, and again I am suspicious as to why they appear to be wanting to send an engineer around other to make it appear things are moving forward with the fault.
I have reluctantly made a complaint to first utility. And will be waiting for first contact from a member of their ‘dedicated’ first utility complaints team.
Although the communication between myself and first utility has been civil, I can not help feeling this company have a typical 1990’s style of customer service. First Utility; probably not first.
Reviewer
Mohammed
Location
London
Date
11/12/2018
Comments:
Absolute worst broadband out there on the market, since i’ve signed up a month ago my broadband has been crashing every few hours we’re lucky to have 6 hours of internet a day before it goes down, customer service is absolutely appalling would definitely not recommend and looking to switch very soon.
Reviewer
Vicky
Location
Kent
Date
10/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So angry with that company. Internet not working 5days. They said someone will come today to look it from 8-13 i called them to say that no one not came and they answer that i ha e to wait more 2 days to see if internet will come back to broadband and then if nothing will be happening they will send someone. I'm so angry as we paying 34.99£ per month and it's only second month we are with them. Disgusting service!!!
Reviewer
Robert
Location
west sussex
Date
09/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beware - Be Warned. These sharks offer a £19pcm deal. Once installed they slow you down deliberately then offer their more expensive faster service - they operate a no contact 'service' too - avoid as you would the plague.
Reviewer
Luc
Location
England
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't.
I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!?
Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill...
I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added!
Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!!
So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!!
I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming!
Disgraceful company!
Reviewer
Tambo
Location
Edinburgh
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very very disappointed that companies like this exist these days. The customer service is shocking and they use outright fraud to retain customers who find them out.
Look for reviews and talk to a customer service rep before committing...trust me...this is the first time I ever feel angry with a company as I feel defrauded.
First Utility were due to install broadband on 5th December. By which point I'd had a little contact with them to try to arrange an alternative installation date, and realised that they were incredibly aggressive, arrogant and inflexible. The individuals I dealt with weren't the root cause, I felt they wanted to help but referred to 'our policies don't allow us to do this' or 'I'd get hung for this', etc...
Anyhow, the day the line was due to be installed the engineer couldn't install it and said first utility should have known this as this engineer mentioned there were challenges installing this line in our postcode.
So I ended up being charged for internet without internet!!!
So I phoned them expecting some apology or action, and what I got was too late, that's always a risk and we will install it when we get a chance, when pushed, they said a couple of months at best. In the meantime, I'm expected to pay for using my non existent broadband.
I then said this is shocking, I would like to leave first utility to which they said you will have to pay £136.60 early closure charge. I calmly explained the 14 day returns policy to which the response was, oh that won't work because first utility start the 14 day counter 15 days before you get your broadband!!! I said you're having a laugh to which he explained, it's probably not fair but my hands are tied. Is this not fraud? I hope this review helps you. I am fighting this out of principle and have joined virgin media who got everything working within 2 days and start the 14 day returns counter AFTER you get the service.
Reviewer
Richard
Location
Sidford sidmouth devon.
Date
23/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is dreadful .so many bad reviews why is no action taken they just don't care I was put onto this by carphone warehouse won't deal with either ever again .18 months of no hope .
Reviewer
Ian
Location
Norfolk
Date
22/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
Reviewer
Sophie
Location
Rochester
Date
19/11/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
Reviewer
Summer
Location
London
Date
12/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Anyone who is looking to switch to first utility broadband please don't they are the worst internet provider ever. I have been having problems from day one and still have.I wish i read reviews before i joined, but its too late now.
Reviewer
john
Location
ossett
Date
05/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
moved from plus net no broadband for 7 days I was told it was my socket and line in house, funny how it all worked with PlusNet. the ip not valid router issue was told Openreach would look into but it router issue not line fault,
so will leave go back to plusnet
Reviewer
Lisa Woo
Location
Bedford
Date
18/10/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
Reviewer
Dean
Location
Cornwall
Date
13/10/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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 !
Reviewer
Ali
Location
Kent
Date
08/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to).
Internet was intermittent for months at my new address. It should have been around 25-30mbps but was more like 3mbps. After months of complaint and finally threat that I would leave, they finally pulled their socks up and started asking OpenReach to come over and sort out the issues.
They agreed to recompensate me for the really poor service for I think what was around 4-5 months with a month-and-a-half refund. OK not the happiest, but I accepted it was all they were willing to offer. 2 months later, I start to get emails that I was behind on payments due to the 1.5 months that I had not paid. I was a little tired of this so I asked the person on the phone how long I had left on my contract and was surprised that it worked out that I was an 18-month contract since moving and not a 15.
I asked them to investigate the conversation I had with the person who arranged for the internet to be set up at my new residence (because all calls are recorded for training purposes) and 3 phone calls later they apologise for not having followed the issue up earlier will be raising the issue and (promising this time) they will be letting me know of the outcome of their investigation. My internet speed has improved I guess so I shouldn't really complain.
Oh! I shouldn't leave out that for the period it was really bad and I threatened to leave (for the 3rd time) I couldn't receive a WhatsApp message on the wifi without it affecting another service in the house using the internet.
Reviewer
Julie Ann
Location
Malvern
Date
07/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Very slow broadband and First Utility are not interested in improving their broadband speeds. They tie you into an 18 month contract and they know that there is nothing you can do until your contract expires. They have no interest in improving their download speeds because of their long contracts
Reviewer
Barks
Location
Devon
Date
06/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Jeremy
Location
Peterborough
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
Reviewer
iancarr
Location
gateshead
Date
24/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline [email protected]) the guy even stayed on the line until router had connected.
anyone who wishes to use own router just go thru to tech and they will assist
Reviewer
Dim
Location
Blackburn
Date
24/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband connection low speed or no speed. Terrible customer service with watertight contract they will rip your pans off if you leave them
Reviewer
Joe
Location
Sheffield
Date
22/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible service! They overcharge you for no reason. If you decide to leave after contract, they will blackmail you by fabricating some conditions which never appear in the initial contract. Don’t waste your time/money and get into trouble by joining them.
Reviewer
Brenda Sowden
Location
Rushden
Date
19/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service
Reviewer
Linda Smith
Location
London
Date
11/09/2018
Comments:
OMG!the worst company every. I have only been with them less then a month and all i have to say is i got nothing, but problems after problems. I wish i stayed with Talk talk ..i try to save a few pounds and end up with more problems then i ever had with any other company. ATAY WAY FROM THIS COMPANY!!
Reviewer
Marths
Location
Kent
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They actually charge you £15 now to leave! Outside of your contract! Section 5.11 in their t&c's. They say it is to cover the admin. cost of the transfer! Also tried to say that this is 'standard', it bloody isn't! Despicable! Avoid them at all costs!
Reviewer
Joseph
Location
Cornwall
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
4 days in and no connection, poor customer service, an engineer booked who didn't arrive, don't even know when we are going to connected. Cool off period is a joke as it ends before the contract starts. Offcomm need to take them to task.
Reviewer
Tom
Location
Coventry
Date
20/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1.8mb/s internet Speed. Contract will be cancelled asap
Reviewer
david
Location
hartlepool
Date
17/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
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
Reviewer
Stacey
Location
LARGS
Date
11/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had this broadband package about a month now had no problems at all in fact I would say it is better than my BT package that I had before as with BT everything would buffer and that was with superfast fibre with first utility I just have the basic cheapest package and so far its great. I think its just your luck and where you live to be honest.
Reviewer
T.sanderson
Location
North tyneside
Date
10/08/2018
Comments:
I carnt even give any ratings not that I would give them any stars not eve half a one there customer service is terrible and we were supposed to be connect 10 days ago and are still not now because I’ve put a complaint in they want to send an engineer in which they say will incur costs up to £130
Reviewer
Chris
Location
Mordor
Date
10/08/2018
Comments:
At the beginning - I was very happy, because of the price for broadband service in First Utility. But then, just after cooling period, my internet connection has started to dropping down every day about 30-40 times in random moments. Of course I have reported that problem immediately to them, and they were "trying" to "solve" that issue. After 4 engineers visit, couple complains, official "Resolver" complain and thousand of internet drop outs and about 11 weeks after first problem report to First Utility, I have decided to change broadband provider, because actual was not really cared about my connection problems. Before I done that, I have asked First Utility through "Resolver" to confirm, that they will not charge me for that cancellation. The only answer which I have received about "not charging" me was:
"We are very sorry that we still haven't resolved this for you and can appreciate your request to cancel without fees."
(...)
"If we are unable to reach an agreeable level of service after this escalations, then we will of course review matters with regards to the termination charges."
Of course they failed to reach "agreeable level of service", but after when I have sent them message with information, that (again) engineer did not solved the problem, so I am going to terminate this contract immediately - no one answered me, but they decided to charge me for about 300 qiud, for "early termination", because it is not their fault, that the connection is screwed up, and they do not really give a damn about this.
That is the model of First Utility business - force you to terminate your contract, so they can earn money faster just by charging their former customers for early contract termination.
AVOID AT ALL COSTS!
Reviewer
Arthur brittain
Location
Cannock
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
mr parkin
Location
derby
Date
03/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID THIS HORRIFIC COMPANY!!!!! by a mile the most incompetent,rude and underhanded company i have ever dealt with. where to start?? i was told i wouldn't pay an installation fee with my broadband i was charged 60 pounds anyway without even telling me 3 months later i still haven't been refunded even though they swear blind they've done it. they changed my gas meter readings and charged me £150 gas just for march tried ringing up no help whatsoever basically told theirs nothing they can do. i live in a 1 bed flat its impossible to use that much gas.my electricity tariff was a fixed term of 52 pounds a months for a year they then after around three months start charging me very high random amounts once again with no notification. i phoned to complain and opened a sales investigation a fortnight later i phoned as i still didnt hear anything they told me the sales investigation had been closed because quote " the sales team will just try to get a sale your actual agreement we send to you by email" which as you might of guessed i never received. To sum it all up first utility really are scumbags they will do anything to squeeze every penny they can out of you for the worst service you can imagine if you value your money and your sanity steer well clear of these cockroaches
Reviewer
Amanda cooper
Location
Bishop Auckland
Date
27/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete and utter rubbish. No one wants to help, they then promise to ring back and never ever do. We have not had internet for over 5 weeks now
Reviewer
B
Location
Central Scotland
Date
25/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
(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.
Reviewer
John
Location
Newmarket
Date
22/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No customer account on website, very low quality customer service, they will never answer your phone call when you want to report broadband issue. Very bad broadband reliability - I have many internet connection cut outs every day, and still company is doing with that, and of course - they are taking money for that pathetic service.
Reviewer
Linda Grover
Location
Reading
Date
21/07/2018
Comments:
Disgraceful. Intermittent broadband for 2 months. Got to a point they can't fix it. Customer Services are well trained to give false hope that someone will deal with your issue. I expect to have to fight to not have to pay an early cancellation fee for a service they can't provide. bring it on!!!
Reviewer
R. Alexander
Location
Durham
Date
17/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
This BROADBAND IS NOT FIT FOR FAMILIES WITH CHILDREN! AVOID!! This is because there are no parental controls.
I was told that internationals calls were free and unlimited. But it was not so. There is no account for the customers and hence the customer would not know the usage and billing on the website. The phone does not show incoming numbers. The broadband will be activated after the cooling period and you will be tied to this nonsense broadband for 18 months.
Reviewer
Karen
Location
East Kilbride
Date
10/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
What can I say except that it's the best and cheapest I have ever been with. I love it!
Reviewer
noel
Location
york
Date
09/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you go with this company for Broadband you will pay for something they can't deliver and YOU'll BE SORRY, AVOID this company and its broadband.
Reviewer
Kmh
Location
Bridgend
Date
09/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Closed my account within an hour of opening due to reviews. Now I'm getting emails saying I owe different amounts. 5 calls 5 different locations put through to no one wishes to help. Totally appauling stay clear!
Reviewer
Gladys
Location
Finsbury park
Date
06/07/2018
Comments:
First utility bill worst company ever you over charge me £600 from April 1st to June the 23rd you rip me off gas and electric and you give false reading gas and electric metre which is not mine that I've gave you !am going to report you to the newspaper for ripping customers off I wouldn't recommend your company to anyone I'm doing a review on first utility company! Your service is appalling your staff are rude they don't no how to deal with customers on phone strictly speaking I give you zero for all the stress that you caused me for the short time I was with the company Bad Company
Reviewer
R Alex
Location
durham
Date
04/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
Reviewer
Brandon
Location
Date
28/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Isabel
Location
Tickencote
Date
28/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.
Tried to contact with their customer service. After 2 hours on hold, been hanged out!
Reviewer
John Miller
Location
Bothwell
Date
28/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
An utterly horrendous company to deal with - they are only interested in getting as much money out of customers as possible. They screwed up the initial contract charging me hundreds of pounds for phone calls when I had requested an 'anytime' call package. I left them and they kept sending me bills when I had a new ISP. A nightmare to get sorted - a nightmare company to be avouided AT ANY COST. You have been warned !!!!!
Reviewer
Matt W
Location
Colchester
Date
23/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cant believe we were sucked in to signing up for broadband with First Utility. We were told we were getting like for like deal that we had with EE and that the price we pay would never go up. Guess what?? The deal didn't include calls to mobiles like EE and the price went up straight away. And the actual connection is shockingly bad. Speed fluctuates so much and almost daily the connection disappears. DO NOT SIGN UP WITB FIRST UTILITY. So I tried phoning customer services and guess what? Couldn't get through, just got put on hold for ages. EE customer service was 2nd to none. And to leave I'm probably going to have to pay a fee. Absolutely gutted.
Reviewer
Ian
Location
Northampton
Date
21/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not move to this company for broadband. We were energy customers of First Utility & thought we’d save money by moving to them from BT. Nothing has worked since. We have had 2 routers & a BT engineer out. The line is fine & the old BT Wi-fi worked perfectly. The Wi-fi doesn’t work, the kids can’t play on the PS4, And we’ve used all our 3G allowances on phone as a result. This has been nothing but grief. We have refused to pay so far & they now want to charge us over £200 for an early termination fee on the contract, for a service they haven’t provided. The customer service just passes you around the houses & any decent company would have the good grace to allow us to move on. The manager is not available to speak and apparently will call us back in 48hrs. The representative told me that she’d tell me the same thing though. Avoid this provider unless you want stress & grief. Worst provider of any service I’ve dealt with. Will also be cancelling my gas & electric with them as a result of this.
Reviewer
Krzysztof
Location
Thetford
Date
18/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Avoid if you don't want to be stressed!
Overall satisfaction - I would like to give them 0 stars, because the only thing I have after 1 month of using their broadband is massive stress.
Customer service - don't try to call their call center, because you'll spend about 30-60 minutes on waiting, sometimes you'll be hanged out by clever call center employee. 2 stars, because at least someone's pretending to solve your problem on online chat. But that's not enough to actually solve it.
The only way to contact with them is the online chat - but not all the times you'll be able to be connected with any agent, and second problem - in case of no internet connection, online chat will be useless for you.
Broadband speed - 5 start, because speed and only SPEED is FINE. But that means nothing, if I can't use full speed because of ISP gateway reliability problems.
Broadband reliability - is a JOKE. There's no any reliability! I have about 40-50 connection timeouts EVERY DAY. Checked any single phone socket, wires and even BT service socket - problem source is outside my flat, in ISP gateway. I've had an engineer appointment for today (18.06) - no one showed up, no one knows in call center what's going on, and I still have the same problem with connection timeouts.
More than 2 weeks and problem hasn't been solved.
I've never had any problems with BT Infinity 2 service, but I just wanted to save some money on internet bill, so I've decided to try First Utility.
That's my punishment I think - for being too greedy.
Reviewer
Philip
Location
London
Date
12/06/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Switched from talk talk as they kept upping my bill and I already have duel fuel with first utility no problems very smooth switch no problems encountered happy
Reviewer
Ian Beedham
Location
Great edstone
Date
08/06/2018
Comments:
Just joined broadband ok but found out they charge for 0300 and some 0800 calls won't let me leave contract been whith them 2 months
Reviewer
Susan
Location
Hitchin
Date
04/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Once I was set up with first utility the 14 day cooling off period had finished so from the initial set up I realised I was locked into 18 months of useless broadband. I can't watch BBC iPlayer without buffering every couple of minutes. It is an appalling service and they do nothing. Download speed 1.8Mbps, upload 0.7Mbps.
I STRONGLY ADVISE AGAINST SIGNING UP.
When you do get through finally to customer support they are pleasant but can do nothing to fix the problem.
Reviewer
omar
Location
London
Date
01/06/2018
Comments:
liars cheats and frauds do not trust 1st utility they overcharge you for no reason don't waste your time joining them they will con you.
Reviewer
Vijay Thomas
Location
Hackney London
Date
29/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Turned to their services because of an excellent Utility Service they had provided. Sadly a wrong move. The Customer Conduit is non-existent? They make it very hard to contact them and then they do NOT seem to know what's going on? A very poor service for a so-called Broadband provider, they buy their services from Talk Talk who have already the worst reputation in the entire country and in this sector they SUCK, made a huge mistake switching to them?
When I complained hey quoted that I had 13 devices on at the same time, when I actually only have a PC a Printer total? wonder are they making a case for themselves for when I leave...? Because they have been appallingly absent when needed, nasty service DO NOT SWITCH TO THEM.
Reviewer
Simon Weston
Location
Burscough
Date
05/05/2018
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
Reviewer
Carl
Location
Aberystwyth
Date
26/04/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
Reviewer
Customer
Location
Hastings, UK
Date
24/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not sign up for broadband with this company! Incredibly slow internet connection, it barely works. I am only a couple of months into my contract and seriously hate the idea that I have to live with such a horrible internet connection.
Reviewer
Derek mclaughlin
Location
Port Glasgow
Date
22/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had faster dial-up , the broadband is inept barely works 17mbps.. My arse! Avoid at all costs pay a bit more use uSwitch to find the best deals .. AVOID LIKE THE PLAGUE
Reviewer
Simon
Location
Altrincham
Date
28/03/2018
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Promised between 2mbps and 17mbps, never once has it reached over 1.7mbps and upload of 0.3mbps with a latency of 328ms!!! It'd be quicker to get a hamster in a wheel or a boiling kettle to provide the connection. Sign up at your peril.
Reviewer
JFD
Location
York
Date
23/03/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Just connected this week. Everything worked first time. Had to ring to get Password to connect my own router. A short wait to get an answer built once connected they were very helpful and provided password and checked I had other necessary information. Currently showing a slightly slower connection speed than my previous plusnet connection but still in the 10-day modem optimisation period.
Reviewer
Eleanor
Location
James
Date
11/03/2018
Comments:
AVOID AVOID AVOID AVOID Put our prices up after not telling us if we left as energy customers our price would go up! We didn't even know that the price was special as it was the same for non-energy customers all over the internet. Their terms and conditions have been very well put together to basically charge and do whatever they like. they did not cancel my contract as I asked in writing in August 2017 and still continue to bill me to this day to the tune of £508!!! They have 5 people in their compaints department and cannot get back to you or answer your complaint 11 weeks later, their names are useless, incompitant, waste of space, why are we paying you and numpty! If you want a good provider for Home Phone and Broadband, go direct to Talk Talk!
Reviewer
Karen
Location
Milton Keynes
Date
06/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been with First Utility since 5/2, so one day and one month, and I have to say the speed is absolutely awful. As my son put it, it’s actually slower than dial-up of all those decades ago: The last three tests over the last 2 weeks were 0.9 and 1.36 and 1.36Mb download with NAN and 1.15 and 0.20Mb/s on upload - this using two different speed tests over the days too. This is absolutely appalling. Not only this, it has cut out three times in this time and two of those were for over five hours. The company has come up with every single excuse these companies usually use for why they have failed so much, but of course I’m not buying any of it.
The call centre manageress said that I had received emails to send their own specific speed tests to, but eventhough I filled the initial form in online correctly, they have my surname spelt incorrectly, and it took a while for her to admit that that’s why I have not received the emails, trying to say it was my fault it seemed. She did admit it in the end. It’s lucky that I have actually taken speed test results from the start of this contract, and I know that can be used legally somehow for some part of refund or something like that, because I refuse to pay for something that I do not receive.
The last point here is that the manageress tried to convince me that because FIRST UTILITY have a great reputation with their gas and electricity, that therefore they must have a great one for broadband, and again it took me ages for me to get her to admit that the people who are engineers for the gas and electricity side are not the same people who are responsible for the broadband, and eventually she said that it’s talktalk who operate their broadband, again she admitted I was telling the truth, well at least nearly, as near as I was going to get from her.
It is way beyond unacceptable, I’ve been with BT and Sky, BT speeds were not brilliant (I moved because they tried to overcharge me from the first month by £100.00) but FU is miles off that.
three times on
Reviewer
Kitson Broadhurst
Location
Consett
Date
28/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So bad broadband I have submitted at least 10 speed tests for their attention but still no good .Happy to take money ,spend your money elsewhere!
Reviewer
Jonathan
Location
Kelso, UK
Date
11/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is an appalling company. I had been with them for over a year with very slow connection speeds of around 4 MBPS despite being on the fibre network, when I moved house. They arranged to move my broadband to my new address but told me it required a new contract and a wait of a month before they could connect me at the new address. The engineer failed to turn up after a wait of a month. When I contacted them (three hours on hold...yes!), I was told that the order had been "declined twice" and therefore cancelled. All my bills were paid in full by direct debit so there was absolutely no excuse for this cancellation. Furthermore First Utility failed to contact me in any way, and at any point in this whole process to tell me there was a problem. The representative I spoke to suggested another month long wait for another installation appointment but I explained I couldn't wait without broadband for so long and told him politely that I'd rather cancel the order. The representative then hung up on me! I then received a bill for an early termination of the contract for a full year's cost of £220 because they said cancellation occurred after the 14 day grace period, but they had never provided a service and I wasn't told they had cancelled my order until after the 14 day period!
I'm appalled by the level of corruption, incompetence and rudeness I've been subjected to by this company. I will contact the ombudsman now to see how I can get my money back. It's so time-consuming, frustrating and upsetting I would urge you all to avoid this company at all costs. Even if you have a simple enquiry you will routinely be kept on hold for more than 30 minutes at any time of day. Avoid!
Reviewer
Peter
Location
Huntingdon
Date
10/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Trying to connect to the internet is terrible, It has taken just over three hours today and has just dropped out again after 15 minutes, don't know when I will be able to get reconnected. Only been with this company for two weeks, but not for much longer. Must read reviews on other suppliers.
Warning don't use this company, it will drive you doolally very rapidly rapidly.
Reviewer
Duncan
Location
Sheffield
Date
09/02/2018
Ratings
Satisfaction
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
Reviewer
Laurence Cope
Location
Bristol
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've just left, and they charged me £80 early leaving fee.
Been with then 6 months, and had nothing but trouble. You cant log into your account because the did not send a user name or password, I asked if I could have a new password and user name, and was told 'NO'.
I wanted to add calling features like caller display and call forwarding, I was told 'NO', I eventually got caller display, but it was a right game, had to go through customer services, which is a joke.
Reviewer
Margaret
Location
Chadwell heath
Date
06/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent speeds and connection.
Very happy.
Thank you.
Reviewer
Lee
Location
Romford
Date
05/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
Reviewer
Craig
Location
KENT
Date
05/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Fast and reliable and the same speeds as BT who i was with for 8 years.
VERY PLEASED.
Reviewer
Katie
Location
Dinnington Sheffield
Date
04/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I've had my gas and electric from them for years and never had a problem, so decided to give their broadband service a go. I signed up for £18.99 a month.
I have been with them 6 months and have never seen a bill and can't access anything online. They charge me random amounts whenever they seem to feel like it, 3 months in a row, weird amounts then miss a month then it starts again and my broadband drops off intermittedly most evenings around 8pm. I have tried calling their call centre several times, I held for 20mins the first time, 30mins the second then 30 the third time, I never actually spoke to anyone any of the three times I called as I got sick of waiting and hung up realising it was probably costing me a small fortune being on hold for so long and doubting anyone was actually there, I emailed them a few days ago, got an automatic response but have yet to be contacted back by a human.
I would definitely recommend them for their gas n electric, but I don't think they're actually set up properly yet to do broadband customer service, so I would avoid them if I were you.
Reviewer
azhar
Location
London
Date
30/01/2018
Comments:
worst experience ever, very poor customer services & reliability, would not recommend this service
Reviewer
may
Location
sevenoaks
Date
29/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So so bad! Made countless complaints and they always tell it is not possible that my speed is half what it was before I switched!It has now halved again! Just waiting the contract out now. I was a gas and electricity customer for many years, I will NEVER use them again.
Reviewer
Michael Hudston
Location
Wiltshire
Date
29/01/2018
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Faster and More stable than TalkTalk, which I find strange as its TalkTalk that's actually providing the service. The downside is their cheap routers, which means crap wireless connections
Reviewer
gideon
Location
york
Date
27/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I feel that I am getting a raw deal paying for 38mb only getting 13mb staff don't have any answers I will not renew my contract with them when contract ends. (RUBBISH)
Reviewer
gideon
Location
york
Date
26/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
changed from one bad provider got one just as bad have contacted First utility about the speeds etc, waste of time, paying for some thing I am not getting very, very disappointed. going to change provider when my contract ends soon, would not recommend this service.
Reviewer
John
Location
Stockport
Date
25/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company like the plague. They are incapable of delivering stable, reliable broadband speeds. Mine is frequently at an mbs of 0.45. Abysmal.
Reviewer
Maureen
Location
west london
Date
24/01/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have to say we are both happy with the service and speed. Friendly and polite. Thank you.
Reviewer
sophia
Location
london
Date
22/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Nice speeds and netflixs works excellent for me.
A consistence and stable connection for quiet a while now.
Switch over was hassle free and exactly what i was told.
Saving money too. Happy days. xxx
Reviewer
Stuart
Location
essex
Date
19/01/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Very pleased and all good.
I work from home so use the internet all day long.
Its never let me down so i can only praise the service.
GREAT..
Reviewer
JULLIAN
Location
KENT
Date
19/01/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Switch over to first utility when i realized what i was really paying for my broadband and phone connection.
Connection is good and has never failed since the switch.
Excellent value and a great saving.
:) :)
Reviewer
lee
Location
somerset
Date
17/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
what words can i say about first utility, well i was paying £18.99 a month for broardband when i left first utility energy my broardband went upto £23.99 for a servive that was well below par.
Reviewer
Hayley Humphrey
Location
County Durham
Date
17/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful, awful broadband!!! I never usually leave bad reviews but I feel I should on this occasion. Like other reviews we were told when we changed over it'd be the same speed as our original supplier but cheaper. It's absolutely disgusting. So bad sometimes netflix won't load properly. Customer services are a disgrace as well on the phone for nearly 50 minutes then was told basically there's nothing wrong with the speed, sent us a speed checker of theirs and same speed as the test we done! Oh and when I used the ring back service no one rang back, I've reported this company to the ombudsman, I don't see why we should be paying for a service we aren't receiving.
Reviewer
erin
Location
london
Date
17/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
Well worth the switch and a happy customer.
Reviewer
david
Location
colchester
Date
16/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Karen wass
Location
Pontefract west yorks
Date
12/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is awful went with them on 7th december everything wad ok till 20th december it all went off no phone or internet rung them told engernier would come out but not till 27th december they came said nothing wrong with the line or exchange and that there is no signal from their server so they must of switched it off still did not get it back on till today they rung and said my internet wsd going live today to me that means that they had switched it off so dont go with them at anycost
Reviewer
LEAVE!
Location
Date
12/01/2018
Comments:
The worst service I have ever received.
If there was an option for less stars I would.
I am currently sorting a complaint that has gone on for 6 + months. This has now gone to the highest possible complaints department apparently, yet no resolution.
They informed us our meter was broken and they would have an engineer out to fix it. Took 1 month to get the engineer and two call outs to fix a new one. (Engineer confirmed to us that it is broken).
We still carried on paying monthly as we were of course using energy. They have now got a an extortionate outstanding bill from when the new meter was fitted. They have estimated what we use now to what we have had before and charged accordingly. Even though there in no way of proving how much we used.
I argued this case and First Utility said that the meter wasn't broken and we are using roughly the same amount now as the meter reading were showing before (in actual fact were using slightly less now going by their theory). Trouble is we have significantly more appliances so you would expect our amount to be more now. There is no way of proving how much we have used as the meter was faulty so how can they charge us this estimated amount.
Unreasonable and UNHELPFUL - constantly going round in circles.
Having to call and chase the updates twice a week on the phone for 45 minutes at a time. COMPLETE WATE OF TIME! Just want the debt cleared so I can move on with another supplier ASAP!
First Utility push back each phone call to next week. Always asking for more meter readings on each call after giving them over and over again. Wanting more time too look at our case because its gone on for so long!
At a loose end with no light at the end of the tunnel. So waiting for another call next week. We are so angry, frustrated and annoyed at this horrendous company.
First Utility will time waste as much as possible so that they can wrack up another bill.
Unreasonable horrendous company. DO NOT USE!
If you are with them LEAVE!
Reviewer
kim sankey
Location
Lyme Regis
Date
10/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I am absolutely disgusted with this service and have obviously been sold a pup. I can't speak to anyone so in desperation have moved to anothet supplier after the first month.
Reviewer
alan bell
Location
milnrow rochdale
Date
05/01/2018
Comments:
not sure the reviews are accurate
broadband speed advised in advance is correct for my area its shown in advance
fibre depends on provider and price
80mb is not the norm
Reviewer
Alan Daubney
Location
Sutton Bridge
Date
03/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE.
Reviewer
Rosemary
Location
Milton Keynes
Date
30/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched from BT to First Utility less than a month ago based on a recommendation of the scouts they've set up at Currys PC world. I was told their service was just as good as BT but cheaper. The boradband service is absolute trash I've complained a few times.BT actually warned me about the service and they were damn right. Now it will cost me more because if my wifi speeds doesn't improve to the BT levels I'll pay off the rest of the contract and leave them, can't survive this rubbish service for another 17 months. The frustration will kill me.
nobody should move to them just because they have cheaper prices, their service is also cheap trash.
Reviewer
Sonia Rawlinson
Location
Burnley
Date
18/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't use if you want to ever think you might need to contact customer service. It's a joke. Takes nearly 5 minutes to even join the queue and then for ever to actually talk to anyone. If you are unlucky you then are put in another queue. Customer service is nonexistent
Reviewer
Dom
Location
Lewes
Date
16/12/2017
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Customer service is fairly good and helpful, however, customer service should be low down the list of desirables as ideally you shouldn't need it. Speed is ok. The biggest let down for First Utility is the frequency of broadband outages and disconnections. In terms of reliability they are appalling. This is why I have rated customer service quite high as I often need to contact them to ask why I have no connection!
Overall impression ... steer clear. Very unreliable.
Reviewer
Sonia Rawlinson
Location
Burnley
Date
16/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don't use this company if you think you might need customer service. Almost impossible to contact unless you are prepared to spend ages on the phone and listen to dreadful music. Email does not work.
Reviewer
david
Location
southampton
Date
03/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away! this company mis-sold broadband to me, they then emailed me saying apologies we mis-sold this service to you, then i cancelled (this all happened day one) i then received many emails saying i have not paid my bills, they then threatened me with court or a cancellation charge of £323. They are a joke and will damage your credit rating after they lie about what service they can give you. i will be keeping all emails for proof.
Reviewer
Cullum
Location
Manchester
Date
22/11/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very good, and cost effective, never had an issue, had a fault found out it was an outage in the area, bit annoying but it happens and openreach fixed it.
Also im on the Ultra First, i was advised on estimated speed range, same as all other providers on openreach network, such as BT, Sky, Plusnet.
Ultra First Broadband 34.99 speed up to 76mbps my estimated speed range is 40-67mbps (im not going to expect 76mbps come on guys) it all depends on how far you are from the exhange.
I have no issue with First Utility seems straight forward cheaper then the rest
Reviewer
brian innes
Location
dorchester walk
Date
12/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
low broadband speed and when I brought they said the would be up to 17 but I get less than 5 if they told me it was less than I would went some else with better speed
Reviewer
Peter H
Location
Rutland
Date
28/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have never received the speed I understood I was sold for. I plugged my laptop directly to the router by cable connection. I used the Watchdog Broadband check while talking to customer services. I was then asked to provide speed data over 3 days. This I did but they say the speed checker I used is not valid! I believe Watchdog from the BBC must be acceptable. I will change provider as soon as my contract expires.....
Reviewer
Martin McMerkin
Location
North Ayrshire
Date
29/09/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Early days.
We wanted it connected before we left for a break but they were unable to make the date by two days so we contacted them.
The first attempt was not so good as the guy we spoke to said, no worries, we will get someone to call you back within 2 days. SILENCE!
I called back and spoke to a "Zoe". She apologised and then promptly sorted it.
The router arrived early, thanks, Zoe. I was able to configure it to match my old network and on the go live day, up it came and all looks good.
Have not used it much yet but so far, so good.
The call centre staff do, seem, rely on unseen technical staff, Zoe had to ask them a question that I wanted answered. Now it may be a case of "Chinese Whispers" but she was given an incorrect answer.
I will update when I have more use.
Conclusion.
Simple to buy, seems a good price, very helpful staff mostly, works and the company seem to want to keep me happy. Nice.
Reviewer
Matthew
Location
Pembrokeshire
Date
21/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible speed, terrible customer service, terrible reliability, cheap terrible router supplied. Stay well clear of this outfit, they're terrible.
I cancelled and they're now trying to charge me a sky high cancellation fee after a month without broadband which is they're at fault for.
Reviewer
M
Location
Kent
Date
08/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful! Half the speed I was getting before, terrible customer service, just constantly tell me 'that's not possible!' Won't let me out of contact despite my complaints from day one, including the fact they never gave me a copy of contract! Apparently, I should have read it in its entirety and memorised it. Been a customer of theirs for many years but as soon as my contract is up, I'll never use them again.
Reviewer
qawd
Location
london
Date
23/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying for 78 mb when only getting 32-40. My last isp was able to give me 80mb. not happy at all
Comments: