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Absolutely rubbish broadband low speed Internet

29 Nov 2021

The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.

Absolutely rubbish broadband.low speed…

Absolutely rubbish broadband.low speed Internet. Over charging money without telling customer. will never recommends to anyone.

New customer

New customer, service didn’t work from day one, insisted they would charge me from day one. Then they tried to charge me a further £65 to get an engineer out to fix a problem that they hadn’t solved whilst setting up the service. Its a front for talk talk, shambolic customer service, wouldn’t use again.

Waste of space

Waste of space. Switchover horrendous & no Broadband. You get what you pay for. Don’t go near them.


SHELL HOME BROADBAND… Be very very cautious if signing up with Shell. Firstly I believe I was misold a contract in terms of being told that a standard connection would be “More that enough” to feed my new UHD TV…. This was not the case, so had to try and upgrade to fibre. Was told shortly after that it would not be possible to upgrade in my area as fibre wasn’t available. This situation is ongoing. Now they’re also trying to charge me over £60.00 in addition to the Monthly fee of £
16.99. This was because an engineer was sent out shortly after I signed up… I was told there would be no charge, now they are trying to charge me for the call out. Even the engineer said there would be no charge. I WOULD ADVISE ANYONE WITH LOGIC, NOT TO SIGN UP TO SHELL BROADBAND.

Shell Broadband are charging me £35…

Shell Broadband are charging me £35 pounds for non return of router at end of contract. I have returned it 2 months ago on a prepaid label they provided. I have proof of sending with the post office. And they have signed for it at the other end. I have twice sent the proof to shell once by email the other by web chat yet now they have transferred it to a debt collection agency. Hopefully it will end up at the county court so I can give them proof but its very stressful as I am disabled and not very well at the moment. It is such a shame as it was a good service up until end of contract and I would have used again in the future but its not worth the hassle.

Worse provider- the service is…

Worse provider- the service is inefficient, I’m paying for a service they clearly can not provide.
As a key worker I took my first two weeks off in September 2021. On the Monday day one of my leave the internet went down. I called and was informed it was an external issues and it would take 3 working days.
Day 4 I call again to be informed it was actually the router but they would have got round to calling me to find out what make my router was to order a replacement. It took another 4 working days to receive the router. So the day before the end of my holiday I watched 1 movie .- great holiday!! I was promised a refund for the 2 week period of no service. That was in September- no refund as yet! Today I returned home from a long shift at work. The aim was to completed my month end admin and watch a movie. After an hour on the phone I have been informed open reach needs to attend as it’s the same issue .. I took Monday off to rest and see my chiropractor now I’ve been informed if I’m not at home when they attend there is a £65. Fee. I’m paying to a service but when i come to use it .. it’s not provided,,, it’s like paying for electricity but sitting in the dark !!!

The above are extracts from negative customer reviews about Shell Energy posted during the last few 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

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