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Shell Broadband very slow or no connection for long periods!

Energy Broadband Reviews recently posted on broadband.co.uk

EXTRACTS FROM THE RECENT REVIEWS (DISPLAYED IN FULL BELOW THE EXTRACTS):

‘Can’t even login to my account. Was transferred to Shell when Post Office sold their phone and broadband to them last year. They must be the most incompetent providers on the market. Deal ends soon so I’ll be outta here!’: ‘Shell Energy are absolutely clueless and appear to know nothing about phones and customer service is certainly not their forte.’: ‘The worst company I have ever dealt with. Had no broadband since 20 May ( now 14 July). No explanation from Shell. They have not responded to letters or on- line attempts by myself. You wait on phone until you give up. Dreadful company.’: ‘Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services…’: ‘Disgusting customer service. In short I have had major issues with internet connection and phone line; the problem has mainly been since Shell took over from Post Office. Interrupted internet for 4 months and very slow or no connection for long periods…’: Do not use this company, you have been warned! worse than TalkTalk, Blatent lies about speeds…’

Reviewer Kr45: Location Manchester: Date 2022-07-15

Comments

Been trying to contact over contract renewal spent 40 minutes on phone with only music and your call is important to us can’t be that important if your not prepared to answer!! Will try one more time if no answer will switch come back post office

Reviewer Alexis: Location Canterbury: Date 2022-07-15

Comments

Post office was the best Internet provider i had ever had and then along came shell energy. They took over and what a shock to the system it was, our Internet speed plummeted despite us being on one of the highest speed pakages. I suspect we were down graded on the switch over and im lucky if i get a consecutive 5 hours of Internet without if completely dropping out. Overall its just not a good company. But thats not the worst of it. We recived an email saying the prices are increasing and we had 30 days to switch if we wanted to and we would get no exit fees. So we did just that the very same day, finding a cheaper more reliable company and set it all up. We even sent an email informing shell that we were taking them up on the offer to switch without fees. And then got an email telling us we ere gettng charged exit fees. I phoned and was told theres jothing they can do because its already on the system and its my fault because i was supposed to phone them before trying to switch and ask to be let out of the contract.which is not what ofgem states. I do not have to ask permission to switch, and the only time i need to inform them i am switching is if my provider doesn’t use openreach cables. So no im not pleased at all with this company

Reviewer Kate: Location Norfolk: Date 2022-07-15

Comments

Can’t even login to my account. Was transferred to Shell when Post Office sold their phone and broadband to them last year. They must be the most incompetent providers on the market. Deal ends soon so I’ll be outta here!

Reviewer David Barbour: Location WISTASTON: Date 2022-07-14

Comments

Shell Energy having taken over Post Office Home Phone are absolutely clueless! Cancelled my broadband because of an impending house move and received assurances that cancellation would be implemented after 30 days notice period. Not so. Invoices continued for 3 month for line rental. Spent hours on the phone trying to sort it out even though I had written email confirmation of termination date. Additionally wrote by email and snail mail but received no reply. All staff appear to be working from home. One phone call lasted 1 hour 31 minutes but still did not resolve the issue!! Because they are working from home if one puts you on hold you get the god dam awful music and then someone else eventually cuts in and you go through the whole security process again and again. If this company is serious about phones then they need to sort out their own ASAP! Take my advice and look elsewhere if you are looking for a broadband provider because if you get any sort of problem this lot couldn’t organise a p***up in a brewery! Post Office Home Phone certainly weren’t the best but I’ll say it again, Shell Energy are absolutely clueless and appear to know nothing about phones and customer service is certainly not their forte.

Reviewer Hames Brocklehurst: Location Manchester: Date 2022-07-14

Comments

The worst company I have ever dealt with. Had no broadband since 20 May ( now 14July). No explanation from Shell. They have not responded to letters or on- line attempts by myself . You wait on phone until you give up. Dreadful company.

Reviewer Cordell: Location Bournemouth: Date 2022-07-14

Comments

Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services, despite trying to contact them daily. After a month forced to switch to another provider. Months of arguing about my bill followed. Referred to Ombudsman, and reported to Ofcom. Awarded £75 for inconvenience caused. There is a reason that they aren’t part of Ofcom’s automatic compensation scheme!

Reviewer Ruth: Location DN104JL: Date 2022-07-14

Comments

This company is rubbish, do not touch them with a bargepole. Been with the Post Office for years, next to no problems, since Shell Energy took over absolutely appalling service

Reviewer Michael: Location Chesterfield: Date 2022-07-13

Comments

Unable to leave no stars. Cancelled broadband on 27th of April. Still took £25 out of my account in May. Was promised a refund on 16th June said it would take upto 10 days(when i finally managed to speak to someone)Didnt get refund. Surely keeping customers money is illegal. I hate the fact they have lied and cheated me out of my money but i know it wont do any good contacting them again. Wouldnt trust Shell ever again wouldnt buy energy or anything else from them. Worst company ive ever dealt with. Appalled how they can get away with it.

Reviewer douglas gurney: Location Hemel Hempstead herts: Date 2022-07-13

Comments

No problem with post office but once shell took over speed down 30 to 45 minutes on the phone to get through they cant help you put you onto someone else phone goes dead teriable firm will be looking elsewhere

Reviewer JO C: Location Oxford: Date 2022-07-13

Comments

I cannot fault Shell Broadband. After reporting a fault on the line of Friday, the technical team arranged for BT to attend between Tuesday – Thursday the following week, BT arrived at 9.00am on Tuesday and fixed the fault. You cannot beat Shell Broadband the cost for Ultra fast broadband, and it works ! The call centre are professional in answering your queries,  

Reviewer tania: Location: london: Date 2022-07-13

Comments

the most frustrating experience. horrible customer service, they told me I would get a £20 compensation, plus £15 credit. When I call to double-check they told me that I said that I (myself) didn’t want the compensation that was promised. Had to stay on the phone to try to get my money back. To get this wifi I had 3 different technicians at my house and more than 10 hours on the phone, more then 2 months to get it. Is 2022. I live in central London. this should be easy.

Reviewer Mikhaila: Location Essex: Date 2022-07-13

Comments

This is not only the worst internet service provider I have ever been with – it is the worst company I have ever dealt with. Please avoid. The internet cuts out up to 12 times a day. They make you pay for a number of engineer visits that don’t fix the problem before you can even think about cancelling. You might as well chuck your money down the toilet. I was advised by customer service that I had a specific agent that would deal with my query and fix the issue… he promised to call the Monday before last and he did not. Never heard from him again.

Reviewer Hilary Burton: Location STAFFORD: Date 2022-07-12:

Comments

Disgusting customer service. In short I have had major issues with internet connection and phone line; the problem has mainly been since Shell took over from Post Office. Interrupted internet for 4 months and very slow or no connection for long periods, interference on landline also. After trying everything that was suggested and a total of 4 engineer calls to the property and a new router we eventually got a better service. Due to the loss of a service that I was paying for and not getting, other than intermittently, and the amount of time wasted trying to get through to customer service I decided to ask for compensation. I started this process in April and, after various misinformation from customer service staff, I have found out today that I am not entitled to any money back! I find this strange as I had previously been told that the amount I had agreed on had been reduced and that it was approved and in the hands of the finance dept. I have made numerous calls in order to chase this up with no communication initiated from Shell; funny how quick they were to contact me to say they wanted money for the router I had supposedly not returned.( I had evidence of the return) I strongly advise people NOT to use Shell as their internet or phoneline provider.

Reviewer DGM: Location Bucks: Date 2022-07-11

Comments

Broadband speed no where near predicted. Broadband service dropped out and cut out everytime we had an incoming call (new provider doesn’t). Left after a year and they owed me money, which I got fed up waiting for and so had to remind them, they said I would get it in 10 days it took nearer twenty.

Reviewer Rae: Location Oldbury: Date 2022-07-09

Comments

Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.

Reviewer Nick: Location Leicester: Date 2022-07-09:

Comments

Have had no end of problems with it being and intermittent fault they finally read replacement router I have reported them to the ombudsman and have £50 back off of them so anybody having a problem get in touch with the ombudsman and have them sort it

Reviewer Doug Sainsbury: Location Yarm: Date 2022-07-09

Comments

Yes totally agree. Shell unable to provide a reliable connection and let’s compare with buying a vehicle and it breaks down every 15 minutes. Well not one person would keep it and if within the first day this was a regular feature then it is unreasonable to expect that customer to continue with that dealer or service.

Reviewer Shaine: Location Stanley: Date 2022-07-09

Comments

This is the worst broadband going ever since it changed from the post office to this ive had problems all the time and when i ring up 4 different times shell energy gived me different options all 4 times and wants to charge me £65 for an engineer to come out and see the fault and im on the post office monitor still but they wont send me there monitor untill the engineer say i need a new 1 even though ive had connection problems for months now and if i want to leave them they are charging £300 just to leave the broadband its so ridiculous

Reviewer Robert Browne: Location Buxton: Date 2022-07-07

Comments

Do not use this company, you have been warned! worse than TalkTalk, Blatent lies about speeds, promised 14 day get out clause if not happy which again lied about, 3 hour waits on phone to complain, claimed they didn’t receive the router back even though I had proof of postage, loads of apologies but no refunds or compensation, absolutely dire customer service

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