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Shell Broadband Signal is Pants

23 MAY 2022

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

We have just moved house and gone with…

We have just moved house and gone with shell broadband, the signal is pants out of 6 days of it we have had signal for 1 day, took me 55mins on the phone just to get somebody to speak to me and couldn’t do anything about it, arranged a call back next day and that night we had a clean signal but nothing since. I just want to leave now cos this is costing me for something I can’t receive.

Total bait & switch

Total bait & switch. Had been with them for broadband for a year or so, on their “Superfast fibre” package (formerly a post office customer) with a good reliable speed of 35-40Mbps download and around 10Mbps upload, was offered an upgrade to “Superfast fibre plus” at the end of my contract, with a supposed average of 63Mbps download.

Worked flawlessly for the first two weeks (averaged 60-67Mbps DL and 19Mbps UL), then as soon as I’m out of the 14 day contract cooling off period, my internet speed has plummeted, I’m now stuck for 18 months with a download speed of 10-25Mbps and an upload of 0.5Mbps, with a connection that seems to drop out at least once per hour, making even streaming tv shows a chore.

Nothing has changed with my router setup or connected devices, the issue is clearly their end, but when I requested they roll me back to my old non upgraded plan so I can at least have some functional internet, they want me to pay a large early termination fee. Feels like a complete scam, and it seems I have no recourse but to put up with it for the next 18Mo.


NEVER USE THIS COMPANY. The worst broadband company I have ever had to deal with. No one seems to know what they are talking about. Took ages to set up as staff kept getting details wrong, such bad connection I would give up watching a programme and go to bed, cheap tacky router which they actually wanted returning when I moved, router was is storage as I intended on continuing with shell when I found a house (living with my daughter at the moment). Now they want to charge me for the router and charge me for the rest of the year – nearly £200 – as I ‘have a contract with them’. All other companies connected with me selling my house have been great, occasional charge for ending a contract early but all expected.
This company just want your money, not interested in the customer. the fact that they want money for providing no service is disgusting. One very helpful member of staff said she would refer me to the complaints department, then quite happily told me I would still owe them to the end of the year! Another unhelpful member of staff said she ‘understood’ why I was annoyed at the cost, but she clearly didn’t ‘understand’ at all – no one “understands” that it is fair to charge a customer for the year with no provision of a service. My ‘complaints’ phone call was a message to call them back! Great customer service! They obviously have so many complaints they only have time for one call. AVOID LIKE THE PLAGUE

A complete waste of time!

Had a phone call last week, said he was from Shell Energy! I could not understand a single word he said! I got the impression that he was Russian! So I quickly hung up finish have big problems with this company and will continue to do so if you don’t get agents who can hardly speak English. I’m definitely going to change my supplier as NO-ONE can be bothered to help me with my problems! I’ve now sent messages, and tried calling but no-one answers! It’s like banging your head on a brick wall

I am unable to log in to my shell…

I am unable to log in to my shell account using any browser and have just spent an hour using their chat service on my mobile phone. Dreadful service.

still waiting for a refund from October…

still waiting for a refund from October 2021 from a previous company (pure planet). A cheque for £160 was promised to me 2 weeks ago.

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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