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Shell Broadband ‘beyond useless’

EXTRACTS FROM FULL REVIEWS BELOW: “PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.”: “Customer service a waste of time, just sitting in a queue to speak to someone… absolutely shocking AVOID !!”: “I am furious. Do NOT go anywhere near this disgusting company.”: “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 of trying. AVOID AT ALL COSTS.”

Shell Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer Elena: Location Date 2022-04-27

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 2022-04-26

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 2022-04-26

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 2022-04-26

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 2022-04-25

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 2022-04-25

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 2022-04-23

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 2022-04-23

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 of trying. AVOID AT ALL COSTS.

Reviewer Matt: Location Manchester: Date 2022-04-23

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 2022-04-23

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 2022-04-22

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 2022-04-22

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 2022-04-22

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 2022-04-22

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 February. Shocking. I have contacted my solicitor who is running a case against them. AVOID!!!!

Reviewer Philip: Location Braintree: Date 2022-04-21

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 2022-04-21

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 2022-04-21

Comments

What a complete joke this fibre plus broadband, keeps buffering, unreliable and customer service, what service. constantly 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 broadband.

Reviewer Russell: Location Plymouth: Date 2022-04-21

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 2022-04-20

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 2022-04-19

Comments

Where do i start? Speed max is 20 mbps. Emailed multiple times to complain. No reply. Phoned and Put through to technical. 1hr 20mins im still on hold. Have now cancelled and moving to new provider.

Reviewer Molly: Location London: Date 2022-04-19

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 2022-04-19

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 2022-04-17

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 2022-04-16

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 2022-04-15

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 2022-04-15

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 2022-04-15

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 2022-04-14

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 2022-04-14

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 2022-04-14

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 2022-04-13

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: 2022-04-13

Comments

Customer service is very if not impossible to get hold of,
Don’t go with these guys…

Reviewer Asher: Location Bristol: Date 2022-04-13

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 2022-04-13

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 2022-04-13

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 2022-04-13

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 2022-04-13

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 2022-04-13

Comments

Just awful customer service – would never use again

Reviewer Simon Bernsten: Location London: Date 2022-04-12

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 2022-04-12

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 2022-04-12

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 2022-04-12

Comments

Took 3 individual engineers visits 2 set up broadband morning 8 to 12 appointment 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 2022-04-11

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 2022-04-11

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 2022-04-11

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 2022-04-08

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 2022-04-08

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 2022-04-07

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 intermittent 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 intermittent service is accepted.

Reviewer Julie: Location Portsmouth: Date 2022-04-06

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 2022-04-05

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 2022-04-05

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 2022-04-05

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 2022-04-05

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 2022-04-04

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 2022-04-04

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 2022-04-04

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 2022-04-02

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 2022-04-02

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 2022-04-01

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 2022-04-01

Reviewer charles pearce: Location Portsmouth: Date 2022-04-01

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 2022-03-31

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 2022-03-31

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 2022-03-31

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 2022-03-31

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 2022-03-31

Comments

I’ve been using different providers over the years and Shell Energy is the worst. The connections have always 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 2022-03-30

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 2022-03-30

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 2022-03-28

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 2022-03-27

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 2022-03-27

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 2022-03-25

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 2022-03-25

Comments

3 hours on the phone, I’m currently on the phone again! AVOID!!!

Reviewer Mariusz: Location Didcot: Date 2022-03-24

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 RECOMMEND TO ANYONE

Reviewer Michelle G: Location Folkestone: Date 2022-03-24

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 2022-03-24

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 2022-03-23

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 2022-03-23

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 2022-03-23

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 2022-03-23

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 Tunbridge Wells Kent: Date 2022-03-23

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 2022-03-23

Comments

It it a Joker company. Very poor standard service really disgrace

Reviewer Sarah daly: Location Lea village: Date 2022-03-23

Comments

Absolutely hate this company I’ve got 7 day without internet and nothing from them too many complaints to even say

Reviewer Stobie: Location Durham: Date 2022-03-23

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 2022-03-23

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 2022-03-22

Comments

Shell broadband is not a very good broad band service at all

Reviewer Dan: Location East Sussex: Date 2022-03-22

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 2022-03-21

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 2022-03-19

Comments

3rd attempt to do review of appalling service, each time it crashes before I can submit

Reviewer Peter: Location Sy111jd: Date 2022-03-18

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 pensioner

Reviewer KAC: Location Sheffield: Date 2022-03-18

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 2022-03-18

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 2022-03-18

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

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