News and information on Shell Energy
“Shell Broadband Erratic speeds, Constant dropouts and disconnections, Abhorrent customer service”
24 Jan 2022
The content above and below is sourced from current customer reviews of Shell Energy and Shell Broadband published on Trustpilot.
Broadband Review – Simply Terrible
Shell might be slightly cheaper but my god do you get what you pay for….
– Erratic speeds, very rarely as advertised
– Constant drop outs and disconnections
– Abhorrent customer service
24 Jan 2022
The content below is sourced from current customer reviews of Shell Energy and Shell Broadband published on Trustpilot.
I moved home and left Shell. My bill has been incorrect for 6 weeks. I explained I would not pay my final bill until it is corrected.
I have phoned multiple times, spent hours of my personal time to proactively solve this. Despite several promises from multiple agents my bill has never been updated.
I am now being threatened with debt collectors and damage to my credit rating. I have ran out of time and energy and am just going to pay the bill. Terrible performance and a company I will never go with again no matter the cost.
Shell Energy Broadband Reviews recently posted on broadband.co.uk
“Absolutely awful. Speed is poor 8mbps, frequent cut outs, can’t use Netflix, Eurosport or Player…”: “Zero review as find this company terrible…”
Posted 24 Jan 2022
Reviewer: Paul: Location Whitstable: Date 2022-01-20
Comments
Avoid at all costs. They have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!
Reviewer Andrew Williams: Location – Redditch: Date 2022-01-19
Shell broadband is the worst company I have ever dealt with…
19 Jan 2022
The content below is sourced from current customer reviews of Shell Energy and Shell Broadband published on Trustpilot.
This is the worst company I have ever dealt with.
I moved house, asked them to cancel my account and send me a bag to send the router back. I had to call them 11 times to ask for the bag and nothing arrived. I returned it at my own expense. They threatened to take £35.00 for the router from my bank account which I cancelled. Luckily I had proof that I sent it back. Will never ever deal with these people again. It was a simple request that they made extremely hard.
SHELL BROADBAND
15 Jan 2022
The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.
By 1pm Broadband failed twice today
… only 1pm and already today the broadband signal has failed to travel the space of less than a metre from the router to my laptop. If you want cheap broadband from Shell Energy, make sure you have loads of wires available to be able to rely on a signal to your devices. Otherwise you will be disappointed with the service. Only 3 more sleeps and I will have a new provider. I have had to pay to leave my 12mths contract with Shell Energy Broadband early, which is a disgrace given the terrible service I have received over the last nine months. I have been advised to contact Ofcom, so this is on my jobs to do list
15 Jan 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Shell Energy have not got a clue!
Shell Energy have not got a clue! Apart from overcharging their customer service dept is horrendous! They overcharged us…then reimbursed us…then demanded the money again!! Absolute clowns. Do not sign up to Shell Energy peoples!!! Stick with British Gas.
I needed to upgrade my main fuse and was told by my network supplier that my energy company (Shell) should’ve upgraded the tails when they installed my smart meter. As they hadn’t, I rang to try and arrange them to be changed. After being on hold for 15 minutes I spoke to the first operator who seemed clueless as to what I was asking and transferred me to EV tariff team who (unsurprisingly and after a further hold) also didn’t know what I needed. They passed me back to customer services who (after another 20 minutes on hold) again seemed confused and gave me a phone number for the smart meter installers. I rang them who said any appointment needed to be organised by Shell and referred to them! Nobody but Shell is allowed to touch the meter tails so I’m completely stuck because of their cluelessness.
12 Jan 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Account Chaos Causing Worry to Disabled 83 Yr Old Person!
Diabolical!
Utterly useless customer services!
Shell Energy set up my new account after my supplier went bust recently. They didn’t tell me or ask me, and as such they’ve inadvertently used the wrong email address and have linked my account to another pre-existing one. The 83 yr old disabled gent who’s had 2 strokes is now experiencing stress and anxiety due the apparent lack of ability to resolve this problem they have created.
Trying to resolve it is incredibly difficult – feel like I am dealing with people who do not care! Furthermore there is no telephone help, the web chat doesn’t work, and they ignore emails. The only option is via Twitter messages, but the staff I’m dealing with appear to be useless. It’s shockingly bad, I’ll have to complain to OFGEN.
12 Jan 2022
The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.
WiFi is terrible.
1. It always drops out
2. Have reported previously, only just got an engineer out
3. They ask you to do engineer type work before sending one out
4. If anything is not as they think it should be, you will get fined
5. The engineer was supposed to come on Friday, Monday or Tuesday as we agreed and they showed up today, on a Sunday saying they were supposed to show up on the Saturday but it got too dark? Not what we agreed
6. The engineer complained they had to find out from two poles which caused the problem
7. If you are not in on the appointment day you get fined.
8. Go elsewhere it took over an hour on the phone and my partner having to do basic engineering which he isn't trained or paid for!
9. Make sure to ask for a transcript of the copy of conversation in the form of a subject access request and a written transcript of the conversations which only managers can do
07 Jan 2022
The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.
The worst I’ve ever seen. Wifi drops and won’t reconnect for up to an hour (so far) no matter what I do, you have to stand next to the router for a strong connection, calls made with wifi drop randomly and either don’t reconnect or reconnect and are then patchy and bad quality and you can’t use it for games or calls if another person in the house is doing the same. Absolutely terrible company and I’d advise anyone who’s thinking about getting with them to look literally anywhere else.
07 Jan 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
“DO NOT switch to Shell Energy under any circumstances. They miss-sell their products and service; they clearly don’t honour the deals that they sell. They are woefully incompetent, not friendly, not helpful, certainly not professional.”
Utterly incompetent worse than Green energy who went bust, now lumbered with this useless company who dont have a clue, and refuse to give readings information against the regulators code of buisness.
Overpromise, under deliver, and line own pockets: No telephone number on their website, no way to contact them over the phone. All comms go to a chat which dies after waiting 6 hours.
01 Jan 2022
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
Overpromise, under deliver, and line own pockets
No telephone number on their website, no way to contact them over the phone. All comms go to a chat which dies after waiting 6 hours. Every conversation they are only focussed on creating up to date bills and not correct issues. I was transferred from Green by Ofgem, the first bill was incorrect as was estimated. Having given updated meter readings over 3 times a new bill was updated but the original was still classed as pending on the account. was told this bill would be corrected and overdue amount will be cleared within 48 hours. This was advised twice now and everytime I contact after wasting a further 6 hours to get through on the chat, I am only asked for more meter readings (be this after 2 days) yet the account still shows as incorrect. AVOID unless you want to be chasing your own tail.
Shell Broadband …probably the worst service you could ever have the misfortune to have to pay for…”
27 Dec 2021
The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.
Had more problems with broadband again having been with them for six weeks, when you finally get through after 40 minutes of waiting you are speaking to someone who doesn’t really know anything other than doing three simple tests, today the expert had me hold the small button in the back in for a minute, and then wondered why we now have no passwords or data in router unit, so about to go into Christmas and absolutely no Wi-Fi for the TV streaming and broadband, thank you shell…..probably the worst service you could ever have the misfortune to have to pay for and I have absolutely no hope of getting it put right.
20 Dec 2021
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
AVOID, AVOID, AVOID….Minus 1,000,000 Stars
Complaining is a waste of time
Further to other numerous complaints about Shell Energy, here’s my final one to add to the collection. As of 01.02.22, I shall be put on the standard tariff, which means that the recent whole sale price increases in both gas and electricity will appear on my bills from that date. These increases I have to accept, just like everyone else. The percentage increases equate to 35.17% per KWh on electricity and 67.93% per KWh on gas.
20 Dec 2021
The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.
…they are a terrible company with disgusting customer service and they made my mental health state a lot worse…
people should stay clear of this company. I changed from Bt broadband to this company as this company was cheaper, I ran into financial difficulties and could not afford to pay my 23 pound broadband bill on the due date I rang the customer services and emailed them asking if they could please give me a 2 week extension so I could pay my bill 2 weeks later and I explained the situation and that I really needed my broadband connection to not be switched off as use it for the tv etc and suffer with mental health issues like severe depression and I don’t leave the house really because of my severe anxiety so I use the internet to keep my occupied online and stuff. anyway the advisor was totally horrible not helpful at all they told me they could not do anything at all an told me to get the money from somewhere because If I didn’t pay by the end of the day they would disconnect my broadband and I would be charged late payment fees. They was true to there word they disconnected my broadband early hours the next morning and they kept sending me emails and text messages a few times a day for the next 2 weeks demanding the £23 pound payment. I did pay it 2 weeks later but wish I didn’t they are a terrible company with disgusting customer service and they made my mental health state a lot worse for them 2 weeks
My broadband has failed 3 days in a row. Tried several times to call Shell – one time yesterday held in for an hour then they hung up.
Shell Energy Broadband Reviews recently posted on broadband.co.uk
Reviewer John Summers: Location – SWANSEA: Date 2021-12-15
Comments
Customer sales team committed to delivery dates that were in complete contrast to dates indicated in later email. Supposed to get connected 16/12/2021. Very unlikely to get connected before end of December. Batted back and forth between sales and service team. I used the cooling off period to go with BT.
Absolutely awful company – broadband does not even work upstairs in a 2 storey house, terrible customer service…
17 Dec 2021
The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.
I can not give a minus review, but they definitely don’t deserve 1 star. Absolutely awful company – broadband does not even work upstairs in a 2 storey house, terrible customer service – can’t change a direct debit date – pay when they want or cut you off and if you want to leave will quite over £200 cancellation fee
DO NOT USE THIS AWFUL COMPANY WHO BULLY PEOPLE AND HAVE COMPLETELY INCOMPETENT PEOPLE WORKING FOR THEM. ABSOLUTELY DISGUSTING COMPANY WHO SHOULD BE ASHAMED OF THEMSELVES.
17 Dec 2021
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
DO NOT USE THIS AWFUL COMPANY WHO BULLY…
DO NOT USE THIS AWFUL COMPANY WHO BULLY PEOPLE AND HAVE COMPLETELY INCOMPETENT PEOPLE WORKING FOR THEM. ABSOLUTELY DISGUSTING COMPANY WHO SHOULD BE ASHAMED OF THEMSELVES. They not only changed my direct debit but then blamed myself when they realised they had set up the wrong payment amount and insisted that it was my responsibility for informing them. They then left me with a 1000 plus bill before Xmas and then the bullying started, as well as awful sarcastic behaviour from staff. To top it off they then listed this bill on my credit report because I wouldn’t pay it in full, even though I have never missed a payment. Avoid them like the plague
Shell Energy Broadband Reviews recently posted on broadband.co.uk
Shell Broadband terrible, WiFi a joke
Reviewer Terence Fletcher: Location – Barnsley. Date 2021-12-10
Comments
Worst ever experience of dealing with any company. The service was terrible, the WiFi was a joke.
Reviewer Claire: Location – Fareham: Date 2021-12-10
Comments
Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I’m paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
13 Dec 2021
The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.
I am becoming ill with the effects of this terrible broadband provider
Please, please don’t sign up for shell energy broadband. It is the most unreliable broadband I have ever used. It’s goes down ever day, and I have lost so much work and time doing rework on the internet that it is stressing me out. We have had 8mths of this nightmare and I don’t think I can take anymore. I have to find another provider no matter how much it costs. I just can’t cope anymore
13 Dec 2021
The content below is sourced from current customer reviews of Shell Energy published on Trustpilot.
THE WORST COMPANY EVER!! 1 star is too kind. It surely is criminal that they are allowed to operate. Ongoing sagas with them since start of 2021. The staff are the most incompetent cretins to walk this earth and that’s being polite! Top it off they double your bill even although you overpay every month and are in credit! Like WTAF!!
Someone random from the company will respond to this comment saying Sorry please contact to resolve (lip service as it always is – Don’t waste your breath Shell bot employee) NEVER do business with them.
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