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Shell Broadband Slowest Broadband Speeds ever!

Featured below are extracts from negative customer reviews about Shell Energy posted during the last several days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 03 August 2020.

I think the CEO’s surname is quite…

I think the CEO’s surname is quite fitting with how this bogus company operates. Mr Crooks! How ironic. Stop chasing people for money you are not owed, making up sums and ruining peoples lives. You should be ashamed of yourselves!


We moved to shell energy with just the basic plan but their “fast broadband” is a joke! If I used a dongle or dial up it could not be any slower! It can take my laptop from 45 minutes to over an hour to load up. I thought it might be my laptop but I went and bought a new one but no difference! They sent us anew modem but again no difference, still taking up to an hour to load up on a morning! When it does load it it is constantly freezing. Apparently although it says you are getting the right speeds going in, it depends on what actually comes into our house and they might not be the same! In our case they are not! The phone rang once the other day then rang off. Then they email a couple of day later and say we tried to contact you but to no avail!!!! WHAAT! I am still waiting for them to actually contact me and sort out the issue! had I known they were the same as TALK TALK I would never have signed up with them!

Will not give us our money back

We are nearly £900 in credit after leaving them 30-6-20 yet they won’t give it back, it’s a daily task to try to get a final bill and move on. We are given different reasons for no resolution each time, submit a picture, don’t submit a picture, its the previous supplier’s fault. They are happy to hang on to our money and give us the runaround, it would be a different story if we owed them money. I will be going to the ombudsmen and seeking some compensation, shocking company.


Hands down the worst service ever. No customer service, high bills based on estimates and no call back when they promise they will. I am raising complaint with ombudsman once I’ve placed a complaint with this useless company. Will be switching asap. Can’t good reviews here must be from the company. Check Google reviews where the reality of this scam is laid bare

Disappointing service

I contacted shell 3 weeks ago reporting that since transferring to shell from British gas the smart meter has broken. They said they would ring back but never did. I have tried to ring them and emailed but no one has returned my calls. I’m very disappointed with the service. I’m thinking about changing services

Nobody helps nobody listens

Whilst retaining possession of a property that we previously rented out, I called to give meter readings and explain we would be selling the property. We have had several calls now, as we are constantly receiving the wrong readings on the bills and we are trying to resolve the matter as the house has now been sold, every call took approx an hour and after being assured it would be resolved we get a bill then for the wrong amount it’s like groundhog Day and I’ve never experienced such an inept service from an energy provider.

Very unhappy with service

Very unhappy with service, our broadband has been delayed for close to two weeks with no new go live date given. We have been in contact with the customer service team over the phone multiple times over the last two weeks.
Initially, just a few days before our given go live date we were told that everything was going according to plan even though we had not received a router at that point.
Subsequently, we had to phone multiple times before finally receiving our router at which point we were told there was a line issue.
We were then told that an engineer would need to come over and we might be charged £65 for that call out.
After this, we were then told to disregard all previous information and that it was an issue with open reach and would have more updates by a certain day.
On the day we were supposed to receive an update, instead of being given a phone call, we had to phone in multiple times before being told that the situation had been escalated to a specialist team.
Overall, we are very unhappy with the service provided, have tried to cancel but have been told that we would need to pay a cancellation fee of £210 even though we have not had any broadband till this point.
I do understand that this is an issue that Shell energy is not dealing with directly. But I also think it is unacceptable that there is not only no consistency between calls; we have been told different things by different customer service reps each time we call.
And that we have not even been given a time frame over which we can actually get broadband. If Shell Energy cannot give us a date as it is a fault with open reach then are we expected to phone open reach ourselves? Shouldn’t the company that we have been paying and already paid be getting this information and informing us?

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