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Shell’s temperamental low speed broadband disconnecting 20 times a day

20 July 2022

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

NONE EXISTING Technical Support!

Our home broadband has been very temperamental recently, disconnecting no less than 20 times a day. Speed is terrible, a tiny bit more than dial up! I’ve been trying to get support with no luck, and the only reply I received was a week ago by email – that’s all. I’ll take the matter further by seeking legal advice to leave this contract before it ends. This level of customer service with such low speed is not acceptable in 2022!

Awful customer service to the point…

Awful customer service to the point where I have been lied to on the phone. Complaints department almost non existent. Service is appalling

Price Gouging

Just received word that they’re going to increase the cost of my broadband in September. In twenty years of paying for internet services, they are the first company I’ve ever been with who have engaged in this sort of fraudulent price gouging. To be clear, I can afford it; and yes, I know this disgusting behaviour is legal.

But I signed up to pay a certain price, and Shell are reneging on that. I can’t trust them and will be switching as soon as my contract is up. Especially given the poor quality of the broadband itself.

I do not appreciate being defrauded.

Utterly hopeless

Utterly hopeless – farcical greedy planet killing giants, with the most hopeless customer service process in the world (Yes worse than easyJet) Took months to resolve issues and this was only completed when I reluctantly accepted a compensation figure of £100 over the paltry £30 they originally offered for the hours of my time wasted. (And to be fair I only accepted because I finally managed to speak with someone who was a professional and human.. thank you Amelia 8-))
Shell asked me to leave a review – here it is.

Inferior billing processes and loyalty with new customers

My broadband ADSL line was removed in error in April whilst neighbour had his full fibre line put in. Only remedy offered was to report through Shell my provider and get Openreach engineer out. Obviously no charge due from me as no fault of mine.
However, 3 months later Shell applied a charge and taken this via ddb. I have called to have the overcharge returned to my bank account and been told it will take a month! Customer agent although very polite did her utmost to transfer me somewhere else, supervisors and managers sit in the background and do accept calls. Only option offered was for the matter to be escalated to a complaints team (who consumers cannot contact direct) and wait 24 hrs for their contact phone/email. Have asked for phone call but in all honesty expecting the standard email response and no change. This added to my Broadband monthly charge doubling for just an ADSL connection lends me to jump ship!!


Easily the worst company I’ve had to deal with. Customer service is terrible. They’ll invalidate your meter readings and issue you with incorrect bills. I’ve left them, over a month on and they issued me with 5 incorrect bills, 7 phone calls later, 3-4 complaints and threats to take it further… and looks like they’ll refund me after charging my account with £1300. I’m not holding my breath. Can’t wait to be rid of them

Account closure and refund

Customer service is beyond pitiful. I have made 5 phone calls chasing the balance owed to me (£12.86) and which they agree is correct. Shell tried to charge for the router which had been returned and proof provided. They eventually agreed to the refund and promised a cheque 2 months ago. Not yet received. I will never ever consider Shell again.

The above are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. Shell Plc CEO Ben Van Beurden openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy.

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