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Shell broadband speed less than 1/3rd of what they promised

POSTED July 9, 2023

“Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill.”: “Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.”

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

Reviewer Peter Walton: Location Llandudno: Date 2023-06-17

Comments

Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill.

Many phone calls where they had told me I hadn’t returned the router (I had) and several final bills which included charge for non return of router. I asked several times for correct bill and they eventually without warning referred me to collections agency. I called the agency immediately and they had the correct amount which I paid over the telephone immediately. Avoid this company Poor Broadband and extremely poor customer service.

Reviewer M: Location England: Date 2023-06-14

Comments

A few months ago, I decided to get shell as it was one of the only suppliers at the time giving a fair price for providing gigabit speeds; however, I wish I hadn’t. The internet connection is constantly dropping, can range from 2-3 times a day. A few months ago I complained and my issues were never resolved, no one had gotten back to me. They constantly lie and say that on their end everything looks fine, it’s probably something to do with my devices. As I have thoroughly studied networking, I know for a fact the issue is coming from them. Additionally, their troubleshooting helplines know nothing about networking and when they claim they provide gigabit speeds, what they really mean is 300-600Mbps. I would advise against signing up to Shell broadband at all costs!

Reviewer Hazel: Location North west: Date 2023-06-14

Comments

No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.

Reviewer Miko: Location Yorkshire: Date 2023-06-08

Comments

Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.

Reviewer Richie: Location Brighton: Date 2023-06-08

Comments

So far great! OpenReach installed the fibre from the pole outside. Guy did a very neat job. I managed to connect my google nest directly to the fibre termination box. Speed is between 850 and 901. No complaints at all! Half the price of virgin.

Reviewer Diane: Location Nottingham: Date 2023-06-08

Comments

Possibly the worst service provider I have ever had to communicate with.

Upgraded with Shell broadband as I couldn’t access the internet with the previous shell wifi. Was told that on the 31st of May I would receive a wifi box. It is now the 8th June and I have had no correspondence or wifi boxes, despite still being charged.

Spoke with 4 different customer service agents and had been told to wait in on numerous occasions and promised the box would arrive, still to no avail.

It is a nightmare trying to get compensation for the days I have had no service.

Avoid shell broadband at all cost; terrible internet and awful service. I don’t think the people working at Shell even know what day of the week it is.

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