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Terrible Shell Broadband Wi-Fi, virtually unusable

31 July 2023

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

I have had terrible Wi-Fi, it’s been virtually unusable

In all my years using broadband, this has been by far the worst Broadband I have ever, ever experienced. It has been impossible to stream the most basic movie on an iPad. Even the online newspaper stops and if you buy this. Get used to the swirly circle, as it’s all you ever see. Shockingly bad. Wi-Fi is virtually none existent. I’ll be amazed if I can send this review without it stopping and losing all the data.

Broadband that never materialised

Broadband that never materialised! Terrible customer service. Transfered from department to department. Each tech support blaming the other. Eventually blaming a fault on the line which mysteriously appeared when Shell took over!? THERE IS NO FAULT ON MY LINE. Oh and now illegally trying to charge me over £300 for cancelling early even though I’m still in the 14 day cooling off period!? Disgusting.

Absolute bunch of liars

I have been with this company twice in recent years and have found them wanting on both occasions. They have held on to my money that was in credit, lied to me on numerous occasions that it had been paid out, even told me a cheque had been issued but still no refund. Lied to me that I had accessed my account when it was them. I still do not have resolution after 5 months. They have refused to log a complaint until last month and have had nothing but what can be described as abuse. It will be a good day when this business is sold.

The customer service line is awful.

The customer service line is awful, have currently been on hold for a total of 30 minutes for something that should be very straight forward. The option choices at the start don’t work correctly
so get routed to the wrong person. No idea how long you might be on hold for. I should be able to do this online but can’t, it’s very frustrating………

Just to close a simple account for a…

Just to close a simple account for a one bed flat, I had to speak to 9 different people at Shell customer services, which took 50 minuets!

Shell Energy were a total nightmare

I’ve been free of Shell Energy for just over a year now. It’s been totally stress free with EON. They haven’t asked debt collectors to threaten me before having the decency to send me the bill I was always prepared to pay before switching. I actually inherited Shell Energy from the previous occupants of the house I bought and always intended to switch to EON who had been my previous provider. To rub salt into the wounds, I actually had 2 letters from the debt collectors such was the total incompetence of shell Energy. No doubt my credit rating was impacted (and may still be) due to their abject failure. Anyway, that’s all in the past and they are a distant memory (nightmare). My advice is switch away as soon as you are able to do so.

They consistently failed to correct their own mistakes

They consistently failed to correctly bill me taking over 9 months to get an accurate bill. They double charged on payments already paid. Miscalculated on Tariffs. The Customer Service seem to have a policy of not engaging and making the whole process as long and tiring as possible. Even when the Ombudsman got involved that still made incorrect statements, without proper investigation. I left as soon as possible. The worst Energy company I have dealt with in over 20 years. The biggest disappointment is that they basically did not care about providing such a bad service, but given the excess profits made, I don’t suppose they needed to. Wish I could give then minus stars, they have earnt them.

Absolutely shocking services.

Absolutely shocking services.
I was cut off 6 times and even in the last call a simple account transfer had issues..

Once we did finally get the names switched we had to start the whole process from scratch, which is fine however, we never submitted and readings and when I logged on the had suggested that we had summitted reading which were wrong .. just another way for theses cowboys to scam customers..

Will be leaving she’ll asap and would never recommend to anyone !!


6 months ago I moved into a tiny 2 bedroom house supplied by Shell energy. 2 days later I changed energy providers. I received a bill from Shell for 93.57 pounds for only 2 days in the house which is unrealistically high and would give me a monthly average of around 1500 pounds. I have received numerous emails saying my account will be sent to debt collectors and I may be charged extra and my credit file may be affected. I have called and emailed numerous times. Even the people I eventually get through to on the phone say the amount is too high. They recommended i made a formal complaint which I did months ago and yet still I’m receiving threatening emails and have heard absolutely nothing back regarding my formal complaint. Planning to take this to consumer rights.

At last I have been able to move away…

At last I have been able to move away from Shell. Rubbish service, confusing bills and no support. All from a company which has made record profits. May be they should reinvest some of those profits into customer service.

The above are extracts from negative customer reviews about Shell Energy posted recently on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. Shell Plc CEO Ben Van Beurden (now retired) openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy.

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