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Broadband.co.uk toxic review verdict on Shell Energy Broadband

“The worst company i have ever dealt with. Customer service non-existant.”: “Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their ‘premium router’.”

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

Reviewer Dsmith: Location Barnsley: Date 2022-05-10

Comments

only gave 1 star as no option for zero. shocking service wouldn’t recommend can’t wait to leave. Took over from post office in feb and had nothing but issue and bad service since

Reviewer Elaine Ellis: Location Sheffield: Date 2022-05-10

Comments

We are among the customers transferred to Shell from the PO and NEVER have we experienced such awful service. They do not answer the phone, they do not reply to emails except to say that it could take longer as they are receiving so many – not surprising if they treat all customers so badly! Can’t wait to change to another supplier but Shell want to charge £78 as our contract does not expire till September. They do not send bills yet still take payment from our account – is this legal?

Reviewer Michael: Location CHESTERFIELD: Date 2022-05-09

Comments

The worst company i have ever dealt with. Customer service non-existant. Communication company you cant comunicate with.calls not answered after waiting 50 min at a time Passed from one dept to another unable to resolve billing issue.Been to C.A.B for advise they are taking complaint on and will go to Ombudsman.Would never use Shell again as they are incapable of running telecoms service.Please avoid

Reviewer Amal: Location Rotherham: Date 2022-05-07

Comments

Don’t use this company as they answer phone when they want to sell connections. After they made contract they don’t bother about you . What ever they charge you have to pay .when you want speak to them they transfer you to different line which is never answer. I was hold 3 different days from last week 1 hour each day no answer.

Reviewer IMcK: Location Scotland: Date 2022-05-06

Comments

Having been a Post Office broadband customer for many years (sometimes not so great either ) the transfer to Shell Energy has been awful, stressful at times and even with computer systems they still get information wrong – left hand and right hand lack communication! First they had the amount on my acccount wrong after they took over account in December, my online account was never updated till April and even then the amount of credit carried over from my Post office account was still wrong and that was after numerous calls which took on average 40 mins to get through and another 30- 40 mins on the phone for them still to get it wrong or worse say it was sorted out when it was not. I sent them the last statement from the Post Office showing the full amount and asked for a deadlock letter – they finally acknowledged that I had been correct all along! I changed supplier and they last bill I got was correct and showed my account in credit but they have the cheek to charge me a fiver to end my contract less than a month early – the hours I spent on the phone are hours I will never get back!
I have asked them to confirm by email with me the final bill as they will still be due me money so we can agree if it is correct and they then sent an email asking me to return the Post Office router which is 10 years old at least that I had to pay the post office for as it was to replace an old non wireless one – they are welcome to this old dusty bit of equipment if they send a label to return it as they say if i dont return it they will charge £35 – how does that work? Unprofessional company who i think have taken on too much work taking on extra customers from Post Office and I know of many others who are having/have had same lack of service & are changing/have changed suppliers. The ratings here also ask for broadband speed and reliability – its only as good as the Open Reach exchange and ours is old as the hills! but we still pay almost the same for the service as someone in the town with fibre etc – very annoying.

Reviewer Rupert Segar: Location Worcestershire: Date 2022-05-06

Comments

Recently replaced Talk Talk with Shell Broadband – big mistake. The router has no WPS button so I could not connect it to my mother’s TV at the other end of the house. With previous broadband providers, we used the WPS button to connect an extender halfway between the router and the TV. After being given the runabout over 6+ calls I’ve finally been told that the WPS button will not work on their router. But because the wi-fi is working in the house that’s no reason to cancel the service. What a cheek! I’ll be cancelling Shell asap and will go to court if necessary.

Reviewer Nathan: Location Midlands: Date 2022-05-04

Comments

Such a terrible company to deal with. 7 Months of arguing with them before they eventually agreed they did owe me £138. Great, at last, I thought, got the cheque in the post(Come on a cheque really?) cashed it at the bank and it bounced, returned unpaid by the payee bank my bank advised.
Emailed them twice about it now no reply. Are they about to go under perhaps like many others have, I doubt it being backed by shell but its concerning to say the least.

Reviewer Linda: Location Glasgow: Date 2022-05-04

Comments

Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their ‘premium router’. Due to daughter needing to access internet for uni work I requested to leave. Full 18 month contract amount taken from bank account. Complained to Ombudsman and no action taken…Shell do NOT need to provide or assist with macbook connection – only connection we could maintain was with a regular laptop that was not Apple…all macbooks continually could not connect to the 2.4 or 5g wifi…advised to purchase ‘mesh’ products. Part of Ombudsman decision stated “Shell hasn’t acted unfairly by charging the full amount” also, Shell Energy “did its best to help troubleshoot the issues” I was experiencing. Unbelievable.

Reviewer Declan: Location Wandworth, London: Date 2022-05-04

Comments

Shell took over from my previous provider, where I had ten year of excellent service. Shell broadband is unstable and I am no longer able to use for my work TEAM or Slack calls. They never answer the phone and waiting online Chat, does not work as instead of queue position increases the longer you wait not reduces. Awful service

Reviewer Doug Sainsbury: Location Yarm: Date 2022-05-03

Comments

Installation date 25.04.22 speed good and that’s all.Loose connection more than 6 times a day from Shell Router. Customer service poor generic and unhelpful hoping to keep you until the cooling off period is over. Have cancelled my contract as connections are now intollerable over 2 dozen today.What is the point of even paying 20p for such a terrible service.

Reviewer Price: Location Surrey: Date 2022-05-03

Comments

Poor customer service,in dealing with faults. One sided, long wait times to speak to teams with poor follow up once you have got through. Teams are not forthcoming on relaying reasons for issues and delay to the customer. Broadband speeds are low and WiFi turns off intermittently for no reason. Poor quality routers provided.

Reviewer s: Location London: Date 2022-05-03

Comments

i wouldnt give this company any stars if i could they keep sking for money for the bill they are ahead of them selfs .now getting tex saying pay or we will cut you off ,,,i was with postoffice untill they bought it … well shell u can cut me off as no ones answers phone and if u do your rude ive been cut of hung up on then you have the cheeck to send a message to me phone saying im behind with my bill … do your self a favour and cut me off .useless company .. DONT ANYONE GET BROADBAND FROM THEM

Reviewer Angela Perkins: Location Bolton: Date 2022-04-30

Comments

My mother who is 96 years old, sent broadband bill for £104-41, she does not have broadband, I have e-mailed them not expecting to hear anytime soon.

Reviewer Nick: Location Bournemouth: Date 2022-04-29

Comments

Terrible service left with a contract. Lied to us so didn’t cancel when should of. Service not fit for purpose. Don’t use customer service awful.

Reviewer Ieuan: Location Hartlepool: Date 2022-04-29

Comments

Wouldn’t transfer my number over so cancelled my order. I switch providers every 12/18 months and have never been told I couldn’t keep my number. needless to say I have cancelled the contract and now have to arrange my current provider to stop the cancellation of my current contract and look for another new provider. I won’t be signing up with Shell for anything ever.

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