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Shell Broadband Customer service appalling. Internet speed useless.

Shell Energy Broadband Reviews posted on

Verdict: Shell Broadband Customer service appalling. Internet speed useless

Reviewer: Milena: Location- London. Date 2021-11-30


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 2021-11-26


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 2021-11-25
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 2021-11-22


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 2021-11-22 


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 2021-11-18


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 Date2021-11-18

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 2021-11-18
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 2021-11-18
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 2021-11-17
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…
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