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Very low internet speeds and terrible customer service provided by Shell Energy Broadband

My basic problem with Shell is that every time I call, I’m on the line for 40 – 50 minutes, most of it ‘on hold’: “Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.”

Energy Broadband Reviews recently posted on broadband.co.uk

Reviewer Nigel Miller: Location Macclesfield: Date 2022-08-09

Comments

Called to renew /upgrade contract. After agreeing I recieved two emails first with confirmation of 18 month instead of 12 month. Second email telling I am coming to the end of my contract soon and info on continuing price and an offer higher then just agreed. Customer service person spoke garbled english and had no clue after 23 minutes about my new contract. Then cut me off. Absoultely useless CS.

Reviewer Tracy pottage: Location Wiltshire: Date 2022-08-08

Comments

This company only wants your money and are not prepared to fix the problems. Been without broadband 3 months and have threatened to blacklist me

Reviewer Rebecca: Location Kent: Date 2022-08-05

Comments

They’re quick enough to sign you up and send you a router but, when the new router delivers much slower speeds than previously and keeps dropping out about 10/15 mins, it’s almost impossible to make contact with them! After an hour and a half on hold, the issues were still unresolved. They say they offer an online chat option but this is always down, too (or maybe because my wifi’s now really weak, it can’t connect?). Absolutely the most slow and shocking customer service. They might be one of the cheaper providers but buyer beware! I wish I’d paid a little more and been able to make contact with my provider the same day. Instead, I’ve lost income due to loss of clients and had to pay for bolt ons on my phone to ‘get by’. All whilst paying them my monthly bills! Absolutely shocking.

Reviewer Alison ryan: Location WARRINGTON: Date 2022-08-05

Comments

I was a post office customer so had to switch to shell energy ( a case of necessity not choice ) The b/b is reliable to a degree but quite slow considering i pay for superfast ringing the c/s the wait time is appalling even after 45 mins iwas still waiting and was then told best time to ring 7 am why should i have to do this to speak to someone im currently looking to change

Reviewer Jack: Location Manchester: Date 2022-08-04

Comments

The customer service team fail to provide a reasonable level of basic customer service.

The post office should have never of sold the services to the most incompetent provider on the market.

Reviewer David wragg: Location West Bromwich: Date 2022-08-02

Comments

Shell overcharged my account, 2 months later I’m still waiting for a refund,I’ve spent a considerable amount of time on the phone to no avail, please avoid this company, the customer service is beyond a joke

Reviewer A Blackmore: Location Worcestershire: Date 2022-08-02

Comments

Post office transferred me Shell Energy. Worst company ever. Please DO NOT JOIN!
Won’t create me an account. Cant see any details of contract etc. You CANNOT CONTACT THEM IN ANY WAY. No chat, calling is impossible and don’t ever reply to emails. I pay £22.99 a month for fast broadband. They are supplying 9.5 speed! Emailed a week ago…still taking my money and still poor speed and no contact!!

Reviewer Ian: Location Preston: Date 2022-08-01

Comments

Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn’t.
I’ve called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I’m on the line for 40 – 50 minutes, most of it ‘on hold’ waiting to be transferred to their ‘Retentions Dept’. On 3 occasions, they’ve offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel. To be fair, their broadband has been reliable, so I’ve not had to deal with their customer ‘service’. Now that I have, I can see why so many others give it a good slagging off.

Reviewer RF: Location Bristol: Date 2022-08-01

Comments

Awful company. Broadband is patchy at best, speed is NOT what is advertised. Sometimes you can generate 10MB connection speed, other times it just falls out completely. Web pages don’t load properly, pictures and message interaction is a nightmare.

Actually speaking to a human is near impossible unless you have a spare 2hrs to spend trying to get through.

Tried to cancel but they put every barrier possible to delay you and thus fall out of the cooling-off period.
AVOID AVOID AVOID.

Reviewer Louise: Location Banbridge: Date 2022-07-31

Comments

Absolute nonsense, had no issues with post office but shell is terribly shocking, do not join ever as it doesn’t hardly work. Don’t look forward to coming home and watching a few movies on Netflix as you probably won’t make it past the first five minutes. Ridiculous.

Reviewer angryoap: Location Dorset: Date 2022-07-30

Comments

Finally received my Ombudsman cheque today after a period of hassle lasting 6months. Unanswered phone calls, on line chat and emails unanswered just when mu landline developed a fault and they became uncontactable what a shower they have proved to be.

Reviewer Paula: Location BOGNOR REGIS: Date 2022-07-29

Comments

Such a bad costumer service , such a bad experience i had with shell just in 4 days never more .they are not trustworthy.

Reviewer Paul Dales: Location Middlesbrough: Date 2022-07-26

Comments

Worst broadband I have every had. Cant contact as they make it impossible to speak with someone so used email to communicate and told my speeds are as they should be. I only stream but have no confidence that I can watch without constant buffering so have lost confidence completely. Should come with a warning when a company is this bad. Currys pc World should cut all ties and I will put this to them next time I am in the shop, sold a contract that will waste 18 months due to bad connectivity

Reviewer Joyce: Location Dundee: Date 2022-07-26

Comments

If I could give minuses I would. Their service is appalling and customer service non-existent. They’re still chasing me for router return and this month’s payment. I left them on 27/6 after they ignored my complaints for 4 months and the router has been returned. It was ex PO, so no use to them anyway. I had to deal with all their crap at the same time as my sister received a terminal diagnosis and died on 1 May. AVOID AVOID AVOID.

Reviewer Deborah: Location Stockport: Date 2022-07-26

Comments

This is the worst broadband provider I have been with. No problems when it was the Post Office but the service has seriously plummeted since Shell took over. I agree with all the negative comments made by other customers. I unfortunately upgraded to a new contract and am currently experiencing below minimum speeds, consistent drop outs, persistent threats of and now a final confirmation that £35 will be charged for non return of a router which I have already returned via tracked postage! Complaints do not get dealt with satisfactorily. Phone calls to this company are impossible, at least 30 min wait but when you eventually get through and get put on hold you get cut off. Emails don’t get answered, they won’t put anything in writing so you have no proof of evidence of their shady practices. Avoid them at all costs. I have reported them to Ofcom.

Reviewer Graham: Location North Yorkshire Dales: Date 2022-07-26

Comments

Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps – at the time of writing this, it is just 9.59 – going to contact customer services today for an explanation.

Reviewer ARUN: Location DERBY: Date 2022-07-25

Comments

Suggest dont go with it.. horrible customer service.. never picks the call, long waiting times.. internet keep fluctuating and raised many complaints to date on very low internet speeds to what promised. next time i should go with some service provider not linked to openreach..

Reviewer Deborah: Location Stockport: Date 2022-07-24

Comments

This is the worst broadband provider I have been with. No problems when it was the Post Office but the service has seriously plummeted since Shell took over. I agree with all the negative comments made by other customers. I unfortunately upgraded to a new contract and am currently experiencing below minimum speeds, consistent drop outs, persistent threats of and now a final confirmation that £35 will be charged for non return of a router which I have already returned via tracked postage! Complaints do not get dealt with satisfactorily. Phone calls to this company are impossible, at least 30 min wait but when you eventually get through and get put on hold you get cut off. Emails don’t get answered, they won’t put anything in writing so you have no proof of evidence of their shady practices. Avoid them at all costs. I have reported them to Ofcom and I would urge everyone who is having similar problems to do the same. The more who do this the better.

Reviewer Dan: Location E11 1PT: Date 2022-07-24

Comments

Was with Post office for many years no problems, they got taken over by Shell non stop problems with being overcharged since then. Numerous customer service agents have told me that they have sorted the bill but every month I am over charged by over £30.00. Every time I call it is like phoning for the first time and I have to explain all over again.

Reviewer Coggdave: Location Colchester: Date 2022-07-23

Comments

They have been overcharging me for months which they admit.
Arranged for credit for overpayments and a back dated contract
They’ve done nothing, was promised email confirming everything, no email. They are a shambles, who have so many underlings, that they have no clue what they are doing.

Reviewer Richard Elliott: Location Weston super mare: Date 2022-07-22

Comments

Don’t bother. I’m now leaving.
Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I’d have a call in 2 days. Call them to follow up, was told I don’t need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.

I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn’t listen, did speed test and said your speed is above your minimum, so not sending new router.

Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.

So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer

Reviewer Jude: Location Lancashire: Date 2022-07-22

Comments

After many years as a happy Post Office customer I was migrated to Shell Energy Broadband when they bought the PO – the transfer was chaotic, the billing was wrong and the online account was messy and difficult to navigate.

The I moved house. Someone ticked the wrong box on the order and after two weeks of spending at least an hour on the phone everyday going round in circles unable to talk to anyone that could deal with the problem, waiting in twice for BT Open Reach even though there was nothing wrong with the line – it was always an internal order problem – still nothing. Everyone promised to phone me back, only one person ever did.

In the end I had no choice but to move to another provide; Shell didn’t get me connected at all, but are now trying to charge me £110 for leaving the contract early.

Very stressful to deal with – the Shell system cannot cope with any problem even slightly out of the ordinary.

Cannot recommend them.

Reviewer Tarron: Location Newport: Date 2022-07-20

Comments

My mother upgraded her broadband and Shell asked that she return her previous router, promising to send SAE packaging. It never came. She chased. Ditto. She’ll charged her £35 for not returning the router, so she chased and they promised to refund and send packaging; they didn’t and refused to refund. Its a catch 22-they won’t send packaging, so are fining my mother for not returning the router. Utterly corrupt. Avoid Shell and go for another provider unless you want to be charged for not returning your old router irrespective of whether you seek to do so

Reviewer Catherine Paul: Location Hertfordshire: Date 2022-07-20

Comments

I made 2 phone calls today to shell energy, on the first call I was put through to payment department only to be subjected to 2 females with foreign accents having a conversation shouting, laughing and swearing at each other. I understand the department was in Lancashire.
Do not expect to be subjected to. this kind of customer service. Not happy at all

My query was resolved on the second phone call very professionally and politely.

Reviewer W.Aston: Location Doncaster: Date 2022-07-20

Comments

Ive had this broadband fo a few months now, and im not happy, i need to reset every day, it buffers and cuts off through watching anything. Do not think of having shell energy as a broadband

Reviewer Sandra: Location Devon: Date 2022-07-20

Comments

The department that sends out bills for broadband needs an urgent overhaul due to me receiving my last two bills AFTER the payment due date. Even though I paid the bills the following day after receiving them Shell has the cheek to send me letters telling me my broadband account is overdue. Today’s overdue letter is dated 2/7/22 today’s date is the 20/7/22. When I rang Customer Service to complain I was told it was due to the Post Office I disputed this and was advised that there is a problem. I’m sure I cannot be the only person affected.

Reviewer Alex: Location Wirral: Date 2022-07-20

Comments

You will be charged a “cease fee” even outside of your minimum contract period. Certainly not industry practice, buried in the t’s and c’s (section 5.11).

Also a terrible quality WiFi router which has the reach of a T Rex’s arms.

Reviewer Sadly: Location Evans: Date 2022-07-20

Comments

Terrible, 4 weeks after they said they would connect and still haven’t connected me. Internet worked fine with other company and they haven’t come to fix whatever they are pretending is wrong, poor manners on phone and they even threatened to hang up the call after I said I’d be losing a complaint. They have even charged me and are not rewinding me for the pleasure of wasting hours of my time and money for 0 Internet after waiting 4 weeks. Someone needs to sue these jokers.

Reviewer Charlie: Location Cornwall: Date 2022-07-18

Comments

Avoid this broadband provider, doesn’t go live when you are due to go live, customer service are patroniskng and rude. Constantly being spoken over, the worst broadband I have ever been with.

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