17 July 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
I cannot find words to describe how utterly crap Shell Broadband is. In all my years I have never experienced such an appalling service. Every evening it would vanish at midnight when I needed to work. Why? No other provider does this. Constantly dropping out, it is an unreservedly derisory service. If it’s not enough to be screwing the planet and raking in vast profits in a cost-of-living crisis (oh and also still trading gas with Russia), they can’t even operate a half descent broadband service. At your own peril… read more
shellplc.website and its sister non-profit websites
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28 June 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Apsolute rubbish the worst internet provide ever, talk talk and now internet much better. Shell internet doesn’t work at all, they give you little to no internet, then charge you for months of internet you’ve not received rubbish company with rubbish customer service!!!!
I am currently sitting on hold, it’s been 40 mins and this is my 3rd attempt to get through. First attempt Shell offered me a call back, I agreed to this. My phone rang twice as I went to answer it cut off. Second time I was on hold for 5 – 7 mins the phone began to ring and I was hung up on. This company clearly does not value its customers. Now for the reason I am trying to contact Shell. I signed up to their broadband with average advertised speed of 67mbps. I knew I would not get those speed where I live, but I knew I should be receiving 32mbps. My internet went live on the 12/06 And I have not received anything over 18mbps. Whilst writing this review I have finally managed to speak to a operator from Shell who is less than interested in helping me. I was told I’ve had looked at other speeds in your area and 16 – 24mbps is the going rate. How is it with my previous provider I could get speeds of 32mbps? The same lines are being used. I will be cancelling my contract with Shell and I will be going back to my previous provider. read more
shellplc.website and its sister non-profit websites
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Jun 21st, 2023
by John Donovan.
21 June 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
I foolishly moved to Shell for my Broadband because they were the cheapest, big mistake. The last 2 days my download speed has been 0.5. Constantly buffering and saying Something went wrong!
It is Fast BB but we recently had fibre cables laid. I spoke to 2 customer service chaps who said they weren’t able to offer fibre yet. Querying my speed the maximum is 1.2 which according to Shell is sufficient for my needs as I am a low user!!! Websites take forever to load. As I am out of Contract, I am jumping ship and getting Fibre from another Company. read more
shellplc.website and its sister non-profit websites
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21 May 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Do not take out this for your broadband & phone as they do not tell you when your contract runs out & do not care that when your in hospital for 4 weeks & cannot use their services they still want full payment even though you contact them
I would give these guys negative stars if possible. Whatever you do, DO NOT get them to change your meter to a smart meter. The initial meter they installed was dodgy (kept resulting in power cuts and damaged numerous devices in my house). It then took them 6 months for an appointment to install a new meter. And throughout this time my father had pulmonary fibrosis so had an oxygen concentrator connected to the mains so any power cuts in the night could have been life threatening. read more
shellplc.website and its sister non-profit websites
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3 May 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Disgusting. Disorganised. Impersonal service. I was ‘allocated’ Shell after Green went bust. Never again. I’ve gone back to EDF energy who, in 2 emails, set up my account in the correct way. Never again will I use this company. And don’t bother with your insincere response. I’ve got loads of emails telling me you strive for excellent customer service. All evidence to the contrary in my experience. Regarding your reply. I already said not to bother. I’m sick of speaking with a company who has zero regard for its customers read more
shellplc.website and its sister non-profit websites
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24 Feb 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
AVOID, AVOID, AVoID!
I’m on a fixed broadband contact but have just been told my bill is being increased from April, the contract is ‘FIXED’ but they are increasing the price only 2 months into an 18 months contract. Scam, a big scam and they won’t let me leave without paying £97.93. The service they provide is horrendous too, just checked the internet speed at 16:55pm and it’s upload 0.72 mbps. You read it right, “0.72”! Upload and 12.9 download. We had lower readings from them on different times/days. read more
shellplc.website and its sister non-profit websites
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14 Feb 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Phoned 1 week ago in regards to faulty gas meter and told new one installed 2 months away. New estimated bill is 5 times higher than highest usage on any month over last 12months. Phoned to query, transferred 6 times due to customer service not being able to transfer to relevant department. Promised an email confirming what we spoke of but nothing received and also customer service adviser refused to escalate call as she was clearly not understanding my enquiry. Shocking service! read more
shellplc.website and its sister non-profit websites
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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 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
shellplc.website and its sister non-profit websites
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20 Jan 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Awful Company! I was with Shell Energy for nearly 3 years and nothing but hassle. Terrible customer service! Seem to get no reply! Ended up getting a whopping great bill (due to not resolving the issue as no one would respond to my emails or answer my questions on the phone) I am struggling to pay this bill as its quite big so went through stepchange and even through stepchange shell play up all the time. Now asking for full balance to be paid by March. Joke of a company. You will certainly not be seeing me ever again! I am now with Eon and they are great! read more
shellplc.website and its sister non-profit websites
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12 Jan 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Absolutely disgusting service 8 calls to them not even 1 reply 14 emails an absolute joke of a company they took over my account from the post office and it’s probably the worst company I’ve ever dealt with avoid at all costs
Electricity Spend data still not supported on the App after Shell installed ‘smart’ meters they knew didn’t work back in April 2022. Still no fix and no word of when this will be fixed. read more
shellplc.website and its sister non-profit websites
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8 Jan 2023
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Terrible customer service, WiFi has been working intermittently, I have been ringing up asking for this to be fixed, which was finally done after Christmas. I was cut off twice on the phone.
Ordered broadband from shell in December with a go live date of 20th December. After 16 days still no broadband and customer service can not give me a date when the broadband will be working. Avoid. read more
shellplc.website and its sister non-profit websites
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30 Dec 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Worst company I’ve ever dealt with, they don’t communicate properly, their online systems aren’t managed properly you can’t access your accounts or even set up an account, the customer service team transfer to wrong department multiple times because they couldn’t be bothered to deal with the query. Rang 3 weeks ago to let them know we moved into a property and update all the details, all the meter readings were given and I rang back today and they have no recollection or any details of anything. Unprofessional uneducated staff throughout the company. read more
shellplc.website and its sister non-profit websites
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shell2004.com
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Dec 21st, 2022
by John Donovan.
21 Dec 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Avoid Shell Energy! They are an appallingly bad company. They took over as our energy supplier over a year ago and still haven’t refunded the money they owe us (i expect this is the case for many of their other customers). They couldn’t care less about their customers, rude and unhelpful customer services staff (when you eventually do get through) We’ve wasted hours and hours of our time chasing the money they owe us only to be fobbed off every time, absolutely terrible, avoid at all costs, there are plenty of other energy suppliers available, see all the other bad reviews online of Shell and you will see that this is not an isolated instance! Disgusting behaviour from a company that made £10 billion in profits in the last quarter alone but refuses to refund £300 that they owe. It’s incredible that companies like this are allowed to get away with it. read more
shellplc.website and its sister non-profit websites
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Dec 17th, 2022
by John Donovan.
17 Dec 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Trying to cancel my order of broadband in my new place after months of having no Internet in my old place from them. I am calling in my cool off period and they hang up everytime I try to answer the phone or worse still after waiting on hold for 30+ minutes on hold after hearing I want to cancel my order. Terrible company. Terrible customer service. Avoid avoid avoid
£18.99 for guaranteed 10Mb broadband, actual broadband speed maxes out at 5Mb, is usually 2Mb, lots of deals for new customers, disinterested customer support aren’t interested in fixing their broken infrastructure or offering the same deals to existing customers, so I’m off to plusnet, slightly cheaper and guaranteed 19.7Mb….. read more
shellplc.website and its sister non-profit websites
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Nov 28th, 2022
by John Donovan.

28 Nov 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Absolutely abysmal shocking customer service. They just keep moving the goal post, no response to your complaint. As a vulnerable person they have no concern whatsoever for you. I contacted Shell in June and the complaint is still unresolved. If you try to call them you just wait for hours and get knowhere, waiting to get this complaint resolved and then I can leave this appalling company. All the profits they make but they treat people like animals. read more
shellplc.website and its sister non-profit websites
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Nov 11th, 2022
by John Donovan.
I hope this serves as a warning for anyone thinking if using Shell Broadband services
1 1 Nov 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
Don’t use their broadband service
Don’t use their broadband service, drops out on a regular basis and the customer service is shocking. Often have to wait in excess of 50 minutes to speak to anyone!
Date of experience: 10 November 2022
Absolutely horrendous service
Absolutely horrendous service. Without Broad band for 6 weks refunded for 2 and then charged for 8. Customer service personel do not have a clue and are rude and patronising. Still no resolution 3 months on so I have left. read more
shellplc.website and its sister non-profit websites
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Nov 4th, 2022
by John Donovan.
I have tried more times than I can remember to reach Shell Energy Broadband. I cannot reach anyone…
4 Nov 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
No response after a super human effort to reach Shell Energy broadband
I have tried more times than I can remember to reach Shell Energy Broadband. I cannot reach anyone and have emailed, completed forms and phoned many times but remains unanswered. @Currys – you should not be recommending broadband providers whose service is this poor. Please help! read more
shellplc.website and its sister non-profit websites
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LEAVE ME ALONE SHELL!! STOP BULLYING
ME AND SENDING ME EMAILS ASKING FOR MONEY WHEN THE PRODUCT YOU SELL DOESN’T WORK AND YOU WONT DO ANYTHING TO FIX IT!!!
28 August 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
DO NOT USE SHELL
DO NOT USE SHELL. We have had the worst internet connection for months now and have even had to upgrade our phone contracts just to get online. We have contacted shell several times, who have done absolutely nothing to resolve the issue. They are now trying to charge us 273 as an early termination charge which I refuse to pay as I will not pay for a product that DOES NOT WORK!! LEAVE ME ALONE SHELL!! STOP BULLYING ME AND SENDING ME EMAILS ASKING FOR MONEY WHEN THE PRODUCT YOU SELL DOESN’T WORK AND YOU WONT DO ANYTHING TO FIX IT!!! read more
shellplc.website and its sister non-profit websites
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ofgem: Shell Energy Retail Limited to pay £537,000 for price cap overcharging
25 August 2022
Shell Energy Retail Limited is to refund and compensate 11,275 prepayment customer accounts it has overcharged on its default tariffs. The total amount of customer detriment to be refunded is £106,000. Refunds will be issued automatically to affected customers.
In addition, the supplier will pay £400,000 to Ofgem’s voluntary consumer redress fund and £30,970 in goodwill payments to affected customers, equating to a total payment of £536,970. read more
shellplc.website and its sister non-profit websites
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I am a shell broadband customer. The customer service is appalling and everyone I have spoken to has been disinterested and unsupportive. Definitely wouldn’t recommend them.: “Terrible company. A real joke…”
25 August 2022
The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.
I am a shell broadband customer
I am a shell broadband customer. It is a cheaper provider and you get what you pay for. The customer service is appalling and everyone I have spoken to has been disinterested and unsupportive. Definitely wouldn’t recommend them. No app either and it just redirects to the browser which is ridiculous in this day and age. read more
shellplc.website and its sister non-profit websites
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shell2004.com
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John Donovan. There is also a
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