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If your looking for broadband DO NOT GO WITH SHELL

Feel free to draw your own conclusions from my nightmare experience.

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

Reviewer james guthrie: Location dunfermline: Date 2022-11-15

Comments

appalling service if your looking for broadband DO NOT GO WITH SHELL, look elsewhere, shocking customer service, broadband signal is terrible constantly disconnects, speed is nowhere near what it is supposed to be, constantly disconnects worst broadband service i have ever had

Reviewer Stephen: Location Manchester: Date 2022-11-15

Comments

I thought I would change full fibre provider to shell energy broadband as they were cheaper. What a complete nightmare!
I created an account, sorted out the direct debit details and received all the normal type of confirmations online which one would expect.
I waited for the go live date and activation code which never arrived, the live chat on the shell website always seemed to be unavailable, no emails were responded to so I contacted them by phone.
The first customer representative on the phone didn’t seem helpful and told me to wait another 24hrs before contacting them again, which I did.
The second time I contacted them, the representative was very helpful but unfortunately this is when I was told that my broadband with them wasn’t going to happen because my current provider BT had seized the line! whatever that means.
I contacted BT about this Seizure and they said shell energy had left the change over to late to happen and that in 24hrs my broadband will be cancelled by BT
So I will have no broadband for several days until a provider can provide the router and new contract.
So much for an easy seamless change of providers.
Feel free to draw your own conclusions from my nightmare experience.

Reviewer Liz: Location Stansted: Date 2022-11-15

Comments

Poor service and even worse customer service. Keep insisting to send the router back even though we returned it. Regrettably we didn’t have proof of postage so paid the 35 pounds they were asking, only to still be harassed by emails for further payment! We are currently still being harassed by them, and will be possibly seeking legal advice regarding their continued emails asking for payment. Customer service is unable to answer the questions or resolve any problems, and in general are quite rude. I have since changed to another budget broadband provider, which is albeit 5 pounds a month more expensive, but worth every penny to not have to deal with a company that employs bullying tactics.

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