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Don’t touch Shell Broadband with a fibre optic barge pole!

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

Reviewer John Hutchinson: Location Notts: Date 2022-05-25

Comments

Terrible service, cancelled, now cannot get money owed paid back.

Reviewer Caroline: Location Windsor: Date 2022-05-25

Comments

My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn’t happen. 4 weeks now with no internet, no refund, nothing.

Reviewer Steve: Location Tavistock: Date 2022-05-24

Comments

Was transferred to Shell Energy when the Post Office withdrew from the market. Promised a “seamless” changeover with no increase in charges. I was without an internet connection for two weeks and have now been wrongly charged £35. Asked to return my PO router, which I did. I was then pestered with letters reminding me to return the router and finally one telling me that as I had not returned it I was to be charged £35. I checked Post Office Track and Trace and the router had been received and signed for. Called Shell and had the usual 40 minute wait to speak to someone. Finally they answered and agreed that the router had been returned but said that I would be charged for it on my next (first) Shell bill. I explained that if that happened I would NOT be happy. The bill duly arrived and there was a £35 charge for an unreturned router. Tried contacting Shell twice by email – no response either time. I wrote a letter (recorded delivery) to the complaints department, which promises a written reply within ten working days. Eighteen days later and (you’ve guessed it) still no response whatsoever. Emailed them yesterday (23rd) and as yet still no reply. My next step should they not reply after 56 days will be to contact the ombudsman. The broadband connection has to date been reasonable and I have had no outages. THE CUSTOMER SERVICE STANDARD OF SHELL ENERGY BROADBAND IS DREADFUL. DON’T SIGN UP UNLESS YOU HAVE PLENTY OF SPARE TIME TO SPEND WAITING FOR YOUR CALLS TO BE ANSWERED AND BE PREPARED TO RECEIVE NO RESPONSE TO YOUR EMAIL OR WRITTEN COMMUNICATIONS.

Reviewer Ex customer: Location Kent: Date 2022-05-19

Comments

Recently left this company after my broadband was transferred from the Post Office. Lousy customer service and no details on final inaccurate bill. Do not join this company. However, even when you leave it, it does not go smoothly. Really lousy.

Reviewer Luke: Location CHESTERFIELD: Date 2022-05-18

Comments

Awful company! Took over post office broadband and in the process left my Grandmother with no phone or broadband whilst still charging her, then had the cheek to demand her old post office router is sent back. Now with sky and happier for it.

Reviewer Annette: Location Sunderland: Date 2022-05-18

Comments

They took over from the post office so had no choice to go with shell terrible 40 minutes to get through to customer services on 3 occasions forgot to send a monthly bill so just sent a 2 month one instead they think they can treat customers any way because they can’t leave till contract ends I have moved to bt they couldn’t have been more helpful even have a bt router still waiting for one off shell worth paying the extra to move

Reviewer SIMON: Location KENT: Date 2022-05-17

Comments

If you’re not with Shell..please don’t. I have been on hold for over 30 minutes twice! I cannot get through to anyone at ll. My web entry into my account is not working. I have been overcharged since they took over from the Post Office monthly more than doubled. Don’t touch them with a fibre optic barge pole! I would not even give one star…they’re just not worth it!!! Absolutely awful! Words cannot express my frustration!

Reviewer Morgan: Location LIVERPOOL: Date 2022-05-16

Comments

Customer Service is very poor. Constant long wait times and you can never speak to anyone. I will be changing provider once this contract is over.

Reviewer Ian: Location Cornwall: Date 2022-05-15

Comments

Waste of time. The only phone line that answers is the sales one. Poor speed, unreliable connection, then we agreed to upgrade to fibre to the door at 1000 mbps only to then find out that what was booked for May 18 2022 gets put back 6 months, no one at Shell has any idea of what we do next. Our answer is to stop paying and go with BT.

Reviewer Alan Harding: Location Bury St. Edmunds: Date 2022-05-14

Comments

I have found shell to be useless. since they took over the post office telephone service. It hasn’t been a service. The bill arrives on the day its supposed to be paid and then a letter arrives two weeks after payment telling you your payment is overdue and they may cut you off.absolutely dreadful. I think we will definitely be changing privider

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