Posts under ‘Broadband’

Signed up for their superfast package, dreadfully slow speed. Dreadful customer service, still trying to RESOLVE SLOW speed issues…

Posted 24 March 2023

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

Reviewer Jack: Location York: Date 2023-03-02

Comments

Avoid buying this broadband at all cost. Should be banned from comparison sites. I have had the broadband for 3 days, haven’t got it working yet. Rang up to cancel for free in my “14 day cooling off period” to be told this actually ended 2 days ago, the day the line was taken over by Shell. Currently trying to charge me £110 to cancel a service I’ve had for 3 days that hasn’t worked once. Only saving grace has been a couple of people on the phone who have been willing to try to find a way a round this. read more

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

Reviewer Ryan: Location Doncaster: Date 2023-02-27

Comments

They offer you 6 months free broadband as an existing energy customer, but it isnt free, they bill you for the first month at least out of your bank account, how on earth is that free? avoid these scammers

Reviewer ClareH: Location Lynton: Date 2023-02-27

Comments

Absolutely appalling service. They took over my Post Office account, without my knowledge, and stopped taking any money – then they land me with a HUGE bill. Sorted that in November and I set up a Direct Debit with them expecting them to take monthly…NOPE I contacted them after 3 months to ask why they had not taken it to find they now expected me to pay another HUGE bill, in my reckoning it should have been less than £60, 3 months at £18.99 but they tell me I owed over £370!!! So I ask for an explanation…nope they took it out of my account the same day...I am still waiting for an explanation and will be looking for an alternative provider….steer clear read more

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

Reviewer Allyson: Location Devon: Date 2023-02-24

Comments

As with the majority of reviews, this company is simply the worst I have ever come across. Two weeks after signing up, my internet failed. After hours of being on the line and being passed from one person to another. Anyhow, after the most inept service I cancelled my direct debit and went to BT. AVOID THIS COMPANY AT ALL COST.

Reviewer neal: Location Wolverhampton: Date 2023-02-24 read more

This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars…!

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

13 March 2023

Reviewer Martin: Location Kingston upon Thames: Date 2023-02-22

Comments

Stay clear! I moved over from Virgin Media and had absolute terrible broadband speed from the get go. It was an absolute nightmare to get in touch with support.
First I tried the phone, just to wait ages in a holding loop to then having the line suddenly interrupted when I was finally talking with someone.
Then I tried email and nobody answered for a week. And even then it was a very slow back and forth with them not taking it serious.
Finally reached someone on the phone, just to be told it must be the WiFi router and I should reset it and connect it to another outlet. And after I’ve done that, I had to wait again for hours to talk to someone.
I then tried to cancel as it was an absolute nightmare, and they just outright rejected it. Months later after the communications ombudsman, finally someone came out and fixed it. Speed is now perfect, but too late, because I had to extend Virgin Media as the Shell line wasn’t working. read more

A product that doesn’t work reliably and a router that drops the WiFi completely in the next room.  Avoid this company and product at all costs.

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

10 March 2023

Reviewer Joanne: Location Leeds: Date 2023-02-15

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Absolute joke of a company message you 5 days before installing to say they cancelled order after waiting 2week STAY CLEAR

Reviewer Ron Bell OBE: Location Blackpool: Date 2023-02-14

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Absolutely disgraceful service that pass you round in circles with no solution. read more

..by far the worst internet I have had ever! The download speeds are super slow and the Wi-Fi constantly cuts out…

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

Tuesday 7 March 2023

Reviewer Abmed: Location Middlesbrough: Date 2023-02-09

Comments

Horrible experience!!! definitely would not recommend them and I wish I read the reviews before I join them

The broadband speed is not the best but the real nightmare is trying to contact the customer services
Awful and horrible experience read more

They screwed up my broadband and now they’ve screwed me on electric and gas.

6 March 2023

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

Move over B GAS there’s a bigger crook in town

Just when I thought I’d met all the cowboy’s in the utility game another one rears it’s head. After leaving Shell in January this year I’m glad to say they will never see a penny of my cash ever again in any way shape or form. They screwed up my broadband and now they’ve screwed me on electric and gas. Probably the worst energy and broadband cowboy’s out there. read more

27 Feb 2023

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

Avoid Shell

Shell broadband is awful. Poor signal.
When you do get a signal it drops off.
No person to call for help and they send you email instructions – no good if you have no internet and have to use mobile data.
When you can read your emails they send you the same information over and over again

Complete and absolute nightmare

Complete and absolute nightmare. Where can I start been with them sine 2018 no problem smart meter reading always worked. Then in January 2023 smart meter failed to communicate so an estimate bill was generated wait for it £2500 for one month!!. I immediately phoned and complained they advised it would be corrected in February bill it wasn’t another bill for £1500 so phoned and asked to make a proper complaint I was transferred through to complaints department who said they would sort this out and contact me now at end of Feb and still waiting for them to contact me as they said they would. My bill is now showing i owe Shell £3800 for two months gas and this is not including electric. read more

If you want bad customer service and multiple internet issues to make your life more difficult and stressful, go with Shell. Otherwise, I’d advise staying clear!

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

27 February 2023

Reviewer ZM: Location Sheffield: Date 2023-02-01

Comments

I would never usually bother to leave a bad review but feel the need to share about avoiding Shell! Unfortunately the only positive thing to say about Shell is that the internet is ok (if it works) but the customer service (if you manage to get through before being on hold for an hour) is terrible. I’ve been lied to about my rights, had issues with resolving any internet problems (seems to take a while to resolve anything, even when the internet doesn’t work at all). The router they send is terrible and randomly died but Shell didn’t take responsibility and charged me for an engineer visit (which they later refunded after multiple calls disputing). I’ve had issues with connection and speed. Whether it’s zero internet or bad connection and poor speed. read more

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

Reviewer David: Location Edinburgh: Date 2023-01-25

Comments

Absolutely terrible – random drop-outs, horrible speed, and I live alone, so maximum 1-2 devices using Wifi at any time. Their response: “Wifi isn’t guaranteed, we’ll send you a network cable” – how does that help for smartphones and tablets? Can’t wait to leave. Worst internet I’ve had in years. AVOID

Reviewer Andy: Location Notts: Date 2023-01-21 read more

Just joined shell absolute shambles of a company. one month in phone issue now broadband drops out every ten minutes…

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

Reviewer: No Copper thanks. Location Oldham: Date 2023-01-20

Comments

When I agreed this contract it was for FIBER TO THE HOUSE.NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house. No problem sir our new ‘Fiber plus ‘ will give you that. 14 days to connect it. After several calls and issues I opened the little grey wall box outside —- NO fibre just old nasty copper! read more

…dropped calls, constant redirects, clueless staff, no respect for the customer…

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

Reviewer Trevor Davies: Location Oxfordshire: Date 2023-01-08

Comments

Shell took over my post office account. Having read other reviews I realise that I have been fortunate not to have had any problems with internet or phone. However I am only getting 20mps and I am pretty sure my PO contract was offering 35-ish.

However, Shell seem to be totally incapable of organising a direct debit and kept cutting me off. In the end I had to resort to paying online each month. At around £42 a month for “Superfast Broadband” and any time calls, it’s not a cheap option (not even fibre) and I am thankful that my contract is about to finish. read more

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

Reviewer Graham: Location Great Yarmouth: Date 2023-01-02

Comments

Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.

Reviewer Brigid: Location Hazel Grove: Date 2023-01-02

Comments

Since Shell took over from the Post Office my phone and broadband are nothing but trouble.
All my contacts have told me they are unable to get in touch.
1 – Weird noise on line,
2 – it may ring out and cut off,
3 – it crackles if working at all
4 – have tried several phones but the problem continues.
5 – my tech and phone works fine when tried at friends house
6 – customers service are trying to deal with Post Office customers and Shell customers
7 – They try to make you feel as if I’m the only one complaining
8 The service is not fit for purpose
9 – For any other purchase I am entitled to a replacement or refund. I feel Shell should refund all my payments since they took over from the Post Office.
10 – Shell service is so bad there have been radio programs of people complaining.
11 – Customer service people go through the same script each time I call and tell me there will be charge from OPENREACH if an engineer has to come out. read more

“left with no broadband for three full weeks – now to be four weeks of no broadband, by the time my new router will supposedly arrive. Yet my contract is live and I have already received my first bill…”: “Never in my life have I been failed so badly by a company…”

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

REVIEW POSTED ON broadband.co.uk on 1st Jan 2023

Reviewer Callum: Location Carlisle: Date 2023-01-01

Comments

I had no other choice but to log a formal complaint today with Shell Energy, due to my – still to this day – completely un-functioning broadband. read more

THE SUNDAY TIMES

‘Get a grip’ Shell told, as it racks up the most broadband complaints (again)

Extracts from an article by Ellie McDonald published on Sunday 29 Jan 2023 (Page 15)

Shell Energy has been told to “get a grip” after a surge in broadband and landline complaints.

The telecoms regulator Ofcom also said it was monitoring the firm’s performance because its complaints volume remains far higher than its rivals.

Shell Energy, which started providing broadband in 2016, had 27 complaints per 100,000 broadband customers between July and September 2022 and 20 complaints per 100,000 landline customers. It was also the worst in the previous three months, when it received 31 and 23 complaints per 100,000 customers respectively.

Shell Energy Broadband said: “Ofcom’s table reflects our position up to six months ago. Since then we have invested heavily and made big strides in our processes.

We’re confident that these will be reflected when Ofcom releases its results for the current period.” read more

Never under any circumstances get broadband with this company. After at least 15 phone calls, multiple transfers per call, and over two months of waiting, the broadband I ordered is still not working.

30 Jan 2023

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

Never under any circumstances get…

Never under any circumstances get broadband with this company. After at least 15 phone calls, multiple transfers per call, and over two months of waiting, the broadband I ordered is still not working. They’ve tried their best to resolve complaints, but the inconvenience they’ve caused will not be resolved easily. I could forgive that if my broadband at least works, but due to a technical issue, it has still not been done. They expect it wont be working for a total of 3 months after my order date. Additionally, the customer website never works, meaning I can’t check any of my payment details or other information. Never use this company’s broadband. read more

Avoid at All Costs .. .Shell Broadband is Rubbish …

From a Shell Energy Broadband Review recently posted on broadband.co.uk

Reviewer J petrie: Location Belfast: Date 2022-12-31

Comments

Absolute Garbage .. Internet Kept Dropping Out etc so I changed Provider … Shell asked me to return Router or I would be charged £35 … I Then returned The Router ( at my own expense BTW ) Recorded Delivery, but Shell are Still Trying to Take £35 from me .. Emails Text messages etc .. Now They Have put a Debt Collection Agency Mil Collections onto me To Try and Get The Money .. Also have Blacklisted me on credit File . This after a month or so from leaving Them … Well They have no chance of ever Getting The £35 … They Can Suck The Back of Them … Avoid at All Costs .. Shell Broadband is Rubbish … read more

One of the worst Internet connections I ever had. Service level is at the absolute minimum. Hope they go bankrupt!

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

Reviewer S.b: Location Scottish borders: Date 2022-12-30

Comments

Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here’s what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn’t even 5% of what was promised. Utter shambles. Do not use. read more

“If you value your hard earned cash, time and sanity please avoid Shell Broadband, their hardware is shoddy at best, they clearly don’t value the customer and their service is absolute garbage. AVOID AVOID AVOID”

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

Reviewer Donna: Location Lancashire: Date 2022-12-21

Comments

My service with shell went live on the 1st Nov 22, a few drop outs of service occasionally, but nothing major, it did not affect streaming or kids gaming etc, so we can live with it. The 9th December was the last day of any broadband (I miss watching Netflix on a big screen) The router is just displaying the information light and nothing more, its not making any attempt to connect, so I make all the required checks, resets, switching it off etc to no avail. I get through to Shell quite easily and the tech guy seems genuinely helpful, line tests carried out etc and says open reach need to come out which will take 3 to 4 days, but nothing is confirmed until I hear from them. I explained that I felt the router was probably the issue and questioned if it would make more sense to have a new router sent out first rather than waste time and money on an engineer, he says its not possible. read more

“Left without broadband for weeks. Terrible company.”

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

Reviewer Erica Unsworth: Location Bury: Date 2022-12-20

Comments

Had trouble from the beginning!! Keeps looking signal. Even when I’m sat next to router. Sent me a twin pack extender. worst instructions going. I can’t wait for my contract to end.

Reviewer Daisy Lisemore: Location Towcester: Date 2022-12-20

Comments

Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyone read more