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Shocking, dreadful, awful Shell Broadband

Snippets from broadband.co.uk reviews:

“I can’t give 0 so I give 1 star in all categories. Shocking, dreadful, awful service and they don’t seem to care!! Really dreadful broadband service too.”

“DO NOT TRANSFER TO THIS COMPANY!!
The most appalling broad band ever. Moved because jt was cheaper but couldn’t watch anything in catch up so then upgraded and still cant watch anything without it buffering. Please do not sign up it is absolutely awful. I am counting the months till i can go back to talk talk!”

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

Reviewer Mary Connelly: Location London: Date 2022-09-23

Comments

The problem with Shell isn’t the speed/reliability of the broadband, it’s the problems you have when you want to leave.
They will make an almost-blind charge of £23.99 for your router. They supposedly give you an opportunity to return it at the end – but they won’t provide return labels, albeit they say they will. You’ll have to chase but they will not arrive. I suspect this is because they don’t want the routers returned as they won’t be able to re-issue used routers for new customers; they will only have to discard them. I called on several occasions and every time I spoke to a Rep I asked that they send the return label via email whilst talking to them, but they all refused to do this. Rather they disappeared for extended periods to talk to a manager. This was obviously because they didn’t know how to handle a request they couldn’t honour. They have all been instructed to tell customers that the return label emails will take time to send which is a nonsense. It would be a simple email with a label attached, so no reason whatsoever for a delay. There is no formal complaints system which Shell are obliged to offer and customer service (as such), is nothing more than a call centre of staff who provide the misleading Info they have been instructed to give.

Reviewer Jay: Location: Bournemouth Date 2022-09-23

Comments

Gave them 27 days notice of change of address, when I wasn’t connected on day 28 I called them only to be told there is a provision problem and would have to wait a further 10 days. Nobody contacted me in the 28 days to let me know there was a problem, instead they waited for me to call them. Asking for a refund of debit order (they actually billed me for a service they couldn’t connect) I was told I need to wait 3 weeks. All of this is due to their incompetence and lack of customer service. Don’t even try to speak to manager or team leader, you have better luck summoning your gran from the dead.

Reviewer Andrew Wright: Location Clacton-on-Sea Date 2022-09-23

Comments

I have been trying to sort out a new phone deal with Shell Broadband for my 87 year old mother who is nearly blind and does not need any broadband as she would not be able to use a computer. All she wanted was to use her phone. I have spoken to customer services three times each taking around 45 minutes to get through and then being transfered to someone else !!! It took three different conversations with customer services on different days before I was able to get the new contract and having to drive a round trip of 100 miles each time as they have to speak to my mum to confirm things. I’m far from impressed with their customer services. This could have been dealt with on the first occasion when the package was cheaper !!! My own broadband is with John Lewis. Their customer services took under 9 minutes from initially dialing the number and renewing my contract. Perhaps I should cancel mum’s shell contract !!!

Reviewer J: Location Scotland d: Date 2022-09-22

Comments

I can’t give 0 so I give 1 star in all categories. Shocking, dreadful, awful service and they don’t seem to care!! Really dreadful broadband service too. Nothing to commend this provider and trying to get in touch with them? Good job I am persistent!! Do NOT put urself through the stress of dealing with this company.

Reviewer Syl: Location: W yorks: Date 2022-09-21

Comments

Rubbish customer service. They entered wrong details, even date of birth! Linked 2 phone numbers together mobile and landline so didnt recognise account. Won’t let me make a payment just says up to date. I wanted to get ahead with payments for winter. No luck online, automated services and customer service couldnt help apart from changing date of birth!
Definitely do not recommend

Reviewer Graham: Location Kent: Date 2022-09-20

Comments

I may have had a lucky escape as I would not give my bank details until i had seen an emailed contract, the first salesman was back on the phone giving it the hard sell, in the meantime I was reading the terrible reviews, and turned them down !

Reviewer Gary: Location York: Date 2022-09-15

Comments

Absolutely junk , drops out constantly and can’t get any response from shell ever. It’s the worst broadband provider I’ve ever used , they should stick to ripping people off with fuel

Reviewer Teresa: Location Worksop: Date 2022-09-15

Comments

Disconnection problems since start of contract. They do not respond to e-mails and will keep you waiting on the phone. Awful company

Reviewer Sarah: Location London: Date 2022-09-15

Comments

DON’T USE
It takes nearly 15/18days to receive the bill which was pass payment day.The bill was not clear on what you have pay, we have now changed our broadband company and now waiting for refund from shell.They told us 10days for refund from August made another call and they said 20days september and just made another call today and they said another 10days so still waiting for our refund.

Reviewer GSBGB: Location London: Date 2022-09-14

Comments

The worst customer services I have come across in a while. Nobody seems to know what they are doing. Was trying to give notice of cancellation for my broadband service but was nearly impossible. In the end I put it in writing and someone from Shell telephoned me, who, when I answered transferred me to a different department and the operative then asked me “why are you calling today?” OMG. It’s like booking into the Hotel California. Once you check in you can never leave.

Reviewer Graham: Location: North Yorkshire Dales: Date 2022-09-13

Comments

Got migrated from Post Office to Shell and at first noticed no signifcant change HOWEVER in the last few months had very slow speeds (1mbps or less) and frequent outage. Had an Openreach engineer call, told a problem outside of premises and fixed the problem. Here we are 4 weeks later and have now got exactley the same problem. Have carried out both Shell and Ookla and showing broadband as Talk Talk – thought I was buying Shell but…… The service is absolutely crap so BUYER BEWARE, go to BT/Plusnet/EE – all under same umbrella I’m told and I’ll be looking to leave Shell ASAP.

Reviewer Rudolf: Location Corby: Date 2022-09-13

Comments

Incompetent company technically, organizationally and personally.

Reviewer K Morton: Location Penrith: Date 2022-09-13

Comments

Takeover from Post Office has been an absolute joke – no broadband for a week. Phone calls take an hour to answer, letters sent that should not have been sent. Employees don’t have enough knowledge to deal with problems, i.e. I have asked for refund of charges paid in advance. I was told Shell do not charge in advance – website says yes they do!!!

Reviewer Linda L: Location Cumbria: Date 2022-09-12

Comments

After over 5 hours of calls with…
After over 5 hours of calls with waiting times of 30-45 mins for calls to be answered I am no further forward. Shell advised me in August that as I was switching to a new supplier my line would be discontinued in September, this was news to me as it was not something I had requested. I eventually managed to speak to an advisor who assured me that everything would continue as before I was not changing suppliers and that it had been an error.
September 10th another letter arrived from Shell telling me that my service had been transferred to a new provider. Shell had cancelled my phone line.
I emailed Shell but have yet to receive a reply.
Today I have spent 1hr 48mins on the phone to them only to be cut off. In that time I spoke to Zac customer services, Justin retentions, Jaspar sales, Usman customer services and finally Sharon retentions, each one having passed me onto the next until I was cut off by Sharon. During the call I did ask Usman who my new provider was but he said he couldn’t access that information on his screen and he said there wasn’t anyone more senior than him to access it, I would suggest he was unable to access it because there is no new provider it was because Shell no longer provide line only contracts and require customers to have broadband, if only they had been more honest about this in their correspondence.
The service I have received has been disgraceful, I have been advised by another provider that it will cost me £77.50 to get the line reinstated plus a cost of £20 to retain my previous telephone number.
My advice is steer well clear of this company if honesty, integrity and good customer service is what you expect!

Reviewer Stephen talbot: Location Harrogate: Date 2022-09-12

Comments

Signed up for 36mp broadband only. Price is fine. When fitted it worked for 4 days. Over a week without broadband now, waiting on an engineer. Took 2hrs on hold trying to get hold of someone. Not a very good business plan or model if this is to go by.

Reviewer Mike: Location West Midlands: Date 2022-09-12

Comments

Terrible customer service. Expect to wait an hour or more for the phone to be answered.
They have cut off my mother phone. She is 87 years old and its an essential life line for her.
They admitted they had not sent out a bill, so that’s why it wasn’t paid on time.
i settled the bill over the phone and two days later they sent a threating letter to her demanding the money again.
DO NIOT DEAL WITH THIS BUNCH OF INCOMPETENT IDIOTS.

Reviewer Bev: Location: Tywyn: Date 2022-09-10

Comments

Since we had shell broadband our service was intermittent at best. Tried to resolve many times but not interested. Always our fault. Only time I received a call from them was to try to sell us something. Cut me off before change over date to another company. Avoid like the plague.

Reviewer Peter: Location Wirral: Date 2022-09-09

Comments

I was a p/o customer originally and was more than happy then shell took over oh dear you wait 1 1/2 hours to speak to someone if you ask to speak to a manager you get told it will take 72 hrs for them to ring you and they don’t I had no internet for two weeks was finally offered a free month but surprise surprise they have taken payment I have been constantly and consistently lied too about everything to do with there service if anybody thinking off joining it’s worth paying extra to get a reputable provider I am looking around for good deals on full fibre and it certainly won’t be these jokers

Reviewer aidan new: Location Southampton: Date 2022-09-09

Comments

Have got issues with overchargeing me . Been heavily charged for calling them to complain. Also possible data protection act breach that they don’t want to know about . BEWARE OF THIS COMPANY.

Reviewer Anna Halpern: Location London: Date 2022-09-08

Comments

I signed up with Shell and went live on 24 August. The price agreed was £20.99 per month inclusive of VAT for 18 months. I received the first invoice on 3 September charging £25.90 inclusive of VAT. A 25% increase and without any notice to me that they intend to increase prices. Customer services told me that prices were increased on 1 September but could not explain why they were increasing prices only 7 days after the commencement of the contract and why it is increased by such a high percentage. Shell also could not explain why they had not provided me with notice of the price increase and why at the time I entered into the contract they did not disclose that prices would increase on 1 September. I made an official complaint but I am not holding my breath. Fortunately I am within the 14 day cooling off period and I will transfer to another provider. This is a very shabby way to market for new customers and run a business. I intend to inform Ofcom and also cancel my direct debit in case they try to charge me for the full contract. Their practices are so lacking in integrity that I would not be surprised if they tried to do that. Stay clear of Shell.

Reviewer David F: Location Sheffield: Date 2022-09-08

Comments

Did give me an initial refund when there was a fault on the line and I had no connection initially. But keeps dropping signal continually. Had to buy ethernet cables for telly and laptop. Am paying for add-on (extra data) for mobile data on my phone. Wish I had read some reviews before signing up… 🙁

Reviewer S Patel: Location Wigan: Date 2022-09-06

Comments

Broadband broke due to degrade battery at the exchange. Without broadband for 5 days and offered £4.60 compensation in full. Shell prorota the number of days and nothing for inconvenience and keeping you on hold for 2 hours. Don’t bother as awful company to deal with!

Reviewer L Boyes: Location Harrogate: Date 2022-09-06

Comments

AVOID AVOID AVOID!!

Absolutely shocking speed and general connection.
Rang customer services and was on hold for nearly an hour!! Impossible to get hold of someone. Cancelled contract as it was coming up to my end date and they didn’t do what i asked so they were still billing me and service was still active.
I’ve raised a complaint. Not sure the good it will do.

Reviewer Ruth: Location Doncaster: Date 2022-09-06

Comments

This service(?) is carp, don’t touch it with a bargepole. I used to be with the Post Office, no problems even living in a rural area, now I can barely do anything. Good job I don’t have to work from home!

Reviewer HS: Location: Date 2022-09-05

Comments

Horrendous customer service. 2.5 hours on the phone today being passed from department to department. Nobody knew what was happening, when my Internet would be set up. Company did not know how to contact the technician who failed to attend to set up the department. Eventually I gave up and asked to cancel and was told I’d face an early termination fee. No one seems to have a clue what’s going on – worst customer service I have ever encountered in my life. Doesn’t bode well.

Reviewer Darren H: Location Kettering: Date 2022-09-05

Comments

Absolutely shocking service. Was with TALKTALK before SHELL and never had a problem with internet connection, however, SHELL uses the TALKTALK service but is absolutely terrible. I even use the same router I used with TALKTALK but the internet connection is mediocre with very low speed 18mbps (Fibre broadband) and constant drop outs. Unable to stream any TV programmes 🙁

Reviewer Richard: Location Calne: Date 2022-09-05

Comments

I have been a client of Shell Energy for a few months and I can not wait to leave. The Internet is shocking. It cuts out on average 10 times a day for about 5 minutes at a time. In the last 3 days I have had 4 hours of connectivity. The rest of the time I have zero Internet connection. The light on the router is either red or not lit up. I have called numerous times, been on hold for hours and I am yet to actually get hold of a human being. Nobody seems to work for your customer service. How you exist as an Internet provider is beyond me.

Reviewer Gayle: Location Birmingham: Date 2022-09-04

Comments

Terrible company, we have been without a broadband and home phone line for a month now, i have rang customer services so many times and nothing gets done. They have told me 4 times that an engineer will be sent out but they never turn up. They don’t reply to emails. Be prepared for at least a 45 minute wait to music before anyone answers the phone then they just try and fob you off. AVOID!!!!

Reviewer Mrs Clayton: Location Wakefield: Date 2022-09-03

Comments

Absolutely shocking internet. It’s slow and constantly drops out and I have to reset it. I can’t comment on the customer service because I refuse to ring them simply because of the previous reviews regarding the wait times and dealing with customer service – judging by these reviews, it doesn’t fill me with any hope that She’ll would sort the problem anyway. As soon as my contract is up I’m off!!

Reviewer TK: Location London: Date 2022-09-03

Comments

Most ridiculous customer service. Waiting times is awful and transferred to 4 people in 3 hours. One took my contact number but did not call me back to support with my internet issue – so annoying. Do not have a refund lack of internet as against their policy. Do not keep notes on customer service issues by the attendant so waste more time on explaining the problem.
Yes had reliable but slow internet with Post Office prior to Shell Energy buyout. But at no point did they write to advise I was paying 32 pounds for 8mbps -until problems occurred consistently and conflicting technical advice (rubbish!).

Reviewer Frazer: Location Northallerton: Date 2022-09-01

Comments

This company is a disgrace. The internet is slow when it works which is rare, the customer service is horrendous we had one customer service agent hang up on us when we said we wanted to leave the company, do no recommend I’d rather use a carrier pigeon than use these bunch of arseholes again

Reviewer L. Wickson: Location Shrewsbury: Date 2022-09-01

Comments

Is there a customer service ? I moved into my apartment got my broadband equipment set it all up but the username was different to the one on the card . So the password would not work no problem I will phone customer service after 4 attempts on the phone waiting 20 minutes plus and trying the live chat and being g number 39 in the queue I sent a email saying your equipment is back in the post to you . For the ratings I can only comment on the customer service as I never got onto the Internet.

Reviewer Jo Pascoe: Location Devon: Date 2022-08-31

Comments

DO NOT TRANSFER TO THIS COMPANY!!
The most appalling broad band ever. Moved because jt was cheaper but couldn’t watch anything in catch up so then upgraded and still cant watch anything without it buffering. Please do not sign up it is absolutely awful. I am counting the months till i can go back to talk talk!

Reviewer Annie: Location Swansea: Date 2022-08-30

Comments

Intermittent signal or very slow
Tried ringing customers service holding for over 1hr and still no reply
I cannot wait to get out of this contract

Reviewer PaulB: Location Godalming: Date 2022-08-29

Comments

Utterly shocking service, reliability and speed in this day and age. I might as well post letters and visit the flicks to stay in touch with society

Reviewer H Brown: Location Cambs: Date 2022-08-28

Comments

I didnt choose to go with shell broadband ,they took over from the post office unfortunately. The internet speed is AWFUL, it is cinstantly breaking up,everyday you have issues with it, a lot of the time its literally like youve been disconnected and you have to spend AGES turning stuff off and on or literally ust go to bed and hope its better next day. Dont knwo where they get their 3.5 stars from, you only have to look at their twitter to see the SHEER nmber of people who have an issue with them.

Reviewer Angela Ditchfield: Location Midlands: Date 2022-08-27

Comments

Absolutely terrible company – avoid like the plague.

I only was with them as they bought the company supplying my broadband. Now I have left, they are trying to charge me for a router yet they never supplied one!

Customer service appalling, ignoring what I tell them.

Reviewer Rafi Sheikh: Location Norfolk: Date 2022-08-26

Comments

I have renewed my contract. The new one starts before the existing contract expires. I’ve been contacting Shell Broadband to correct the issue but all I receive is an automated acknowledgement.

Reviewer Leah: Location Belfast: Date 2022-08-24

Comments

Avoid at all costs, got transferred from post office and it’s been problem after problem with no one at shell interested, or taking responsibility for the issues. Very hard to get through to anyone and the customer service agents give incorrect advice and are beyond useless. I could give many examples of this. In terms of Wi-Fi I am still paying for a service that does not work most of the time and I’m locked into this contract because of post offices transfer.

Reviewer Doreen Butcher: Location North Lincolnshire: Date 2022-08-23

Comments

I ordered super fast broadband in the beginning of July, it is now 23rd August, and after chasing them up 3 times and getting nowhere, my router still has not been delivered. I rang them 3 times today, cut off the first attempt 2nd attempt I was n hold for 30 minutes so I rang off, 3rd attempt after 15 minutes no one answered the phone, cannot even ring them to cancel the contract

Reviewer Matt: Location Plymouth: Date 2022-08-23

Comments

TERRIBLE – I didn’t think in 2022 it was possible to have such a joke in place of broadband in a major city (have had previous providers 10x better).
First time writing online to complain about something too, who has time for that?! Well it it saves you the speed, service, reliability and headache woes… hopefully these 30 seconds have been worth it!
Embarrassment.

Reviewer Simon: Location: Bruton: Date 2022-08-22

Comments

The worst customer services I have every dealt with, rude, law breaking (some of the call staff refuse to do a SAR on request and many have no idea what it even is) The reliability of their internet they inherited from the Post office. DONOT DEAL WITH THIS COMPANY

Reviewer smith: Location wakefield: Date 2022-08-22

Comments

absolutely terrible service its not me that is a customer of shell it my mother-in-law who is currently no longer living in her home as been taken taking into a nursing home. i asperate that for confidential reasons they cant speak to us but she is not able to speak to them and they can see that she as not used her phone for 12mths but still want let us cancel the phone. SO RUDE

Reviewer Patrick: Location Manchester: Date 2022-08-22

Comments

Complete waste of time this company, they offer you a deal then increase it straight after you have accepted the deal, stay away from this company, proper misleading cowboys

Reviewer Sean: Location Birmingham: Date 2022-08-22

Comments

I thought post office service was bad but she’ll take the biscuit. Absolute waste of time crappie service unbelievable after service just diabolical. Never again good ridden in December.

Reviewer J: Location Poulton le Fylde: Date 2022-08-20

Comments

DO NOT USE THIS PROVIDER!!!
Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!

Reviewer Mala: Location Date 2022-08-20

Comments

I change my broadband provider on a reasonably regular basis so I have dealt with quite a few different companies over the years. Shell is without doubt the ABSOLUTE worst from no connection to customer support, absolutely everything has been not bad but absolutely terrible. Please AVOID LIKE THE PLAGUE.

Reviewer Dean Vickers: Location Derbyshire: Date 2022-08-20

Comments

Customer service with Shell is terrible. We experienced a total loss of service on the 10 August, tried to report to Shell the next day as the call centre closes at 8pm. Kept on hold for 35 minutes before someone answered, arranged for an openreach engineer to call on 16th August. No one arrived and we had no message from openreach or Shell. I phoned the next day after another 35 minute wait on hold someone answered just to play silly buggers for 5 minutes claiming that he was unable to hear my call. Eventually he decided to talk to me and assured me that the job was scheduled with an engineer and that there was no need for us to wait in as the fault was showing as external.
No one showed up or climbed the pole outside of our house that day either. I phoned a day later to speak to another operator to be told virtually the same thing that the fault was external and an engineer would be scheduled to carry out a repair. That afternoon an engineer knocked on the door wanted access to the master socket tested the line from inside the house and found two faults one internal the other external. I wasted over an hour and a half on the phone just waiting for someone to answer and it took 10 days for an engineer to arrive and sort out the fault. I am not wasting any more of my time or money by phoning this company up and asking for a refund or reduction in my monthly bill. They have lost a customer, I have already signed up to a different supplier.

Reviewer Jean: Location Northumberland: Date 2022-08-18

Comments

Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can’t get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn’t help! I just feel they are sitting there having a laugh at struggling customers

Reviewer Anna TL: Location London: Date 2022-08-17

Comments

Never had any issues with speed or reliability, but when it came to leaving the whole customer experience was terrible. The only way to view my final bill was to log into my account, which I couldn’t do because my account had been closed, and communication in general was terrible. Shell deliberately neglect to tell you until the last possible moment that you have to return the router or pay a fine. By this point I had already moved out, having decided to leave the router connected for my tenants for a couple of days. If you dispute this fine you are simply told ‘it’s in the terms and conditions’ (that you read 18 months ago). Any company that takes customers for granted like this doesn’t deserve your business! Will not be using again or recommending to anyone else.

Reviewer Clarissa: Location London: Date 2022-08-17

Comments

An absolute nightmare. They accused me late payment, switched off my broadband unceremoniously. I had to prove that I made payment, then it was switched back on after 2 days. Very rude!!

This then happened again, it was just switched again, accused of the same thing. the anguish and inconvenience caused is not warranted at all. It caused me so much stress! terrible!!! No regard to customer’s wellbeing at all.
I have now left Shell.

Reviewer K Wise: Location Essex: Date 2022-08-17

Comments

tried to switch from Sky to get cheaper faster broadband. Shell messed up switch, totally incompetent company. customer service total mess, hours of phone calls, internal departments clearly not communicating with eachother. 2 DATA BREACHES!!! stayed with Sky! offered a very small compensation token…they even messed that up!

Reviewer Paul 55: Location New Forest: Date 2022-08-16

Comments

Taken over PO account. The basic functionality of the broadband service remains OK. Shell customer service is abysmal. Trying to contact Shell is made as difficult as possible and when you contact them the so-called customer service is extremely time consuming and unhelpful to the customer. Shell appeared to have starved customer service of resources the resultant image a customer gets is of a company that frankly doesn’t care. I’m really not sure if I will renew the contract in 2023 – there seem to be lots of other more professional companies offering very competitive prices and on Shell Energy’s general performance I certainly couldn’t recommend the company to others.

Reviewer Andy Steele: Location Saffron Walden: Date 2022-08-16

Comments

I can echo all these reviews with my own sorry tale of dealing with these charlatans. I have live here 8 years in a rural location. Originally I was with BT, and as I’m 5 miles from the exchange on ADSL I had a BT Engineer spend a whole day fault repairing the line. He assured me that the best I would ever get was 1.2 Mbps download.This was useable, but at £40.00 / month – too expensive. So at contract end I went to Talk Talk, and the speed dropped to about 0.9 Mbps. I then went to Shell Energy, and the speed was about the same, but cheaper at 20.00 / month. Then last year, my speed crashed to about 0.14 Mbps, so I began a complaint. Initially Shell Energy made pathetic excuses, so I involved Resolver. I went through all the procedures & finally involved the Ombudsman. Along the way I also had a new Router sent out ( which made no difference ),and was also threatened with a fine for not returning the old one – even though I had proof of postage.! The Ombudsman sided with Shell, and blamed my poor speed on Openreach, who are outside their remit. Shell offered a “Goodwill” payment of £50.00 for me to close my complaint. The whole thing is a carefully choreographed con. The fact is that Shell bought out Post Office, and rather than pay for extra bandwidth from Openreach – they just cut everyone’s speeds. As I already had next to nothing – the cut trashed my internet completely. The Ombudsman however seems to think that 0.14 Mbps download is acceptable, and despite Shell offering 1-2 Mbps, they are not in breach of any Consumer Law, and I must pay full price.! This is a true and factual review, and I have a wealth of evidence to back it up. If it prevents just one other person going through the nonsense I have put up with……..then my work here is done.

Reviewer Riccardo Seminari: Location London: Date 2022-08-15

Comments

I haven’t had my first bill yet and I spent so much time holding the line with their customer service. Never manage to have a resolution but only be passed between customer service, retention service and technical support.. not a single person has taken ownership of the issue or got anywhere close to give me a solution. I’m dreading the thought I’m now stucked with them for over a year. What a massive mistake !!

Reviewer James: Location Marylebone (Central London): Date 2022-08-15

Comments

I live in central London and the broadband just doesn’t work, spoken to the call centre several times and the restart methods provided work for 30mins maximum. AVOID AVOID AVOID

Reviewer Geoff: Location Basingstoke: Date 2022-08-14

Comments

Lost Internet for a whole week with no fault my end. Phoned for a refund and told it would have to be approved first. No refund came. Have nothing to do with SHELL INTERNET.

Reviewer Jim Brock: Location Manchester: Date 2022-08-14

Comments

Customer service hard to get hold of. Internet security poor. When internet went down I needed it and as I could not contact them got another supplier. When I finally got through to them ; they blamed me and refused to accept their equipment could be at fault. I am with a other supplier and no problems. They took over my gpo contract and kit was pretty old. They don’t want to listen to you.

Reviewer John Richard: Location Leicester: Date 2022-08-14

Comments

I was previously a customer with the Post Office and had no problems at all with their efficient service. While I’ve been trying to write this review the line has dropped out and returned two times. My internet speed is only a quarter of the lowest speed I was previously receiving. I’ve complained to Shell Energy. They’ve accepted that the fault is not on my property but I was still asked to be at home for an engineer’s visit. I was told that I would be charged £130 if no one was at home on the day. No engineer visited, nor did they tell me that his/her visit had been cancelled. The compensation doesn’t work both ways and they are not in the compensation scheme that many of the other big broadband providers subscribe to. If you lose a days work waiting at home it just means that you need to take another day when they may want to call or not call as the case may be. Everytime I contact Shell Energy it takes about 25 minutes minimum for the line to be answered by a person. They’ve always been polite and I so have I but nothing happens. It may be an Openreach problem to solve but when I was with the Post Office and there was a line fault it was dealt with urgently and in any event my contract is with Shell Broadband. I’m looking for another service provider because they have breached the terms of the contract. Shell should stick to being an energy supplier because they are a complete failure with broadband as all these single star reviews suggest.

Reviewer Victoria: Location Essex: Date 2022-08-12

Comments

The internet connection is horrendous. I cannot get wifi when I leave the room that my router is in. The room is only 3.5m wide, but trying to get wifi outside of that range is nigh on impossible. (I’m just in a regular flat, so its not as if I have thick walls that a signal can’t get through – the signal can’t even pass through an open door!) What an appallingly sub standard product. Unfortunately I’m stuck with them for an 18 month contract.

Reviewer martin kidd: Location llanafan: Date 2022-08-12

Comments

service stopped working for 3 weeks
changed supplier but unable to cancel
old service tried 5 times and still getting billed for a service i do not want

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