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Posted 16 MAY 2023

Shell Energy Broadband Reviews recently posted on

Reviewer Zoe: Location Southport: Date 2023-04-19


I have been without broadband for a week now. Shell finally sent me a new router on second class service even though I said it was urgent it was sorted. Customer service completely unhelpful. Shame I have to wait 7 months until I can leave them. 5 days since the router was sent and they refuse to contact Royal Mail for an update.

Reviewer Ian Snape: Location Stafford: Date 2023-04-15


BE CAREFUL WHEN SETTING UP SHELL BROADBAND!! Initially I was very pleased with my broadband deal from Shell and had my deal confirmed in an email specifically stating there would be no setup charge. All was set and looking positive but a few days after agreeing the deal, I received an email to say there would be a delay in setup for a few days as an engineer would be required. This was not a problem, I was content with this. A day or so later I receive another email stating that my current provider has informed Shell that I am no longer switching to them and staying with with my current deal and therefore my order with Shell had been cancelled.

I contacted my current provider and they confirmed that no communication between the companies had taken place and no such instruction had been given to Shell. I contacted Shell and, as the email stated, my account had been shut down so I spent nearly two hours on the phone re-ordering the broadband package that I had originally tried to purchase. When the order was almost complete and I was being read the charges for the account, a new installation fee of £67 had been added to my bill. I questioned this, as this was not on the original bill.

Shell insisted they had no record of the original package fees, so I offered to email the contract details they had sent to me that clearly stated there were no installation fees but they said that wouldn’t make any difference and that contract must have been arranged at a different sales office. They were adamant that the £67 instillation fee would still stand and after being left waiting on the phone for a further 15 mins (whilst they went away to try to find information on the original deal I was offered) I had time to think and felt very dubious about the cancelled account and began to wonder if this was a deliberate cancellation by Shell because they had realised that my instillation would require an engineer and wanted me to pay for it.

These thoughts are especially supported by the confirmation by my current provider, that they had not had any communication with Shell. I would have more respect for Shell if they had been honest from the start with the £67 instillation fee should an engineer be needed rather than just a cancellatIon to my account and, in my view, trying to add the fees on via the ‘back door’. If I hadn’t been paying full attention, I could have agreed to this package, with the extra fees and not realised, I was now paying more for the same deal. Anyway, I put down the phone receiver and decided to give the company a swerve. Probably best given the other reviews I have read. If they can’t be honest and straightforward from the start, how can they be trusted?

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