Posts under ‘Crap Broadband’

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

Comments

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

Comments

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

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

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…”: “…just simply cannot recommend Shell Energy. 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 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

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

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

Reviewer Caroline Deakin: Location South West: Date 2022-12-18

Comments

Unbelievably bad. Have spoken to 7 different Shell, so called ‘customer advices, people. They have been polite but obviously make it up as they go along. They pretend they are referring to my notes but have no record of anything. Have waited ,in 2 whole days for engineers I was told would come, either AM or PM and would text me to confirm time. They didn’t come or text. I am being charged for a service I am not receiving. I have wasted hours phoning or waiting for Open Reach. I am under contract and want terminate but apparently can’t, or have to pay a severence fee. That is so wrong. Can Shell do this, arn’t they regulated. Are they as bad as energy providers as they are at telecoms? read more

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

Reviewer Juan Ferrai: Location Sunderland: Date 2022-12-16

Comments

Do not use this company originally with the Post Office but went with Shell when they took over. Broadband speed was way to slow and unreliable. Customer service is a joke and finally moved supplier. Asked to return ancient router or would be charged £35. Returned Router with letter and proof of postage. 2 month later and various phone calls to tell them the router had been returned they still wanted the £35 paid . They then forwarded the disputed debt to MIL debt collection agency without notice. Avoid with a barge pole a horrible company read more

8 Jan 2023

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

Awful service

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.

Avoid Shell Energy for Bradband

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

“Takes hours and hours to get through to rude and unapologetic staff. Promises to solve the problem are false. Staff have no idea what’s going on.”

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

Reviewer John: Location Leicester: Date 2022-12-12

Comments

No problems when with the Post Office but now continual problems with Shell broadband speed and its continuity. I’m supposed to receive a speed between 35 Mbs and 45 Mbs. I get as low as 11 Mbs. I complain for which one has to wait around 30 mins for someone to answer the phone. I’m told that I must give 3 possible days when an engineer needs to visit but be prepared to be charged if I’m not at home but for which there is no reciprocal arrangement if the engineer doesn’t turn up, which has happened to me. In fact the problem can be solved without an engineer’s visit and this can be undertaken remotely. Then my speed is restored to around 36 Mbs (min for me should be 35) after which it is slowly decreased until I have to complain again. It seems like I’m being robbed of the service I pay for. As it can be quickly reset I believe that it is my ISP who is throttling my speed. Broken contract – new provider here I come. read more

“absolute crap customer service”: “If you decide to go with this company then do so at your peril !!!!!!”

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

Reviewer Anthony Richardson: Location Liverpool: Date 2022-12-05

Comments

Worst broadband ever only been with you 4 months 4 breakdowns

Reviewer Jo-ann: Location Yeadon: Date 2022-12-04

Comments

I have been a loyal Post Office customer for over 15 years. Then Shell Energy took over and what a shambles ensured. I would not recommend this company if it was the only one on the planet. Customer service is non-existent, when you finally get through to someone you get an absolute idiot who has no idea what they are talking about. I was told that I could download a label to send back equipment and you cannot, you need to send an email to request a label. Surely they could have told you that over the telephone, absolute crap customer service. Glad to leave, if you wish to have decent customer service then go somewhere else and do not bother with this rubbish. If you decide to go with this company then do so at your peril !!!!!! read more

“Got shell wifi 2 weeks ago and have just constantly had problem after problem, no box delivered, slow speeds, no answer when calling customer service. Just all round terrible.”: “Read the reviews and go else ware.”

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

Reviewer Sylvi: Location Todmorden: Date 2022-12-03

Comments

I would give zero stars if I could. The customer service is crap. I’ve had no broadband for 6 days. Told internal fault by 3 people over more than 3 hrs I was on phone. They booked engineer who didn’t turn up. Phoned them and told external fault and would update me in 2 hrs..of course not heard from them then when asked was told they dont work weekends so God knows if they’ll ever fix it. Opened complaint heard nothing. As soon as they fix it …if ever I will change provider. These are the worst. Time wasting useless liars that are completely incompetent read more

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

Reviewer julian111: Location London: Date 2022-11-25

Comments

Appalling customer service, they cancelled my broadband by mistake and I had to call them to fix it, no communication, no apologies, nothing. Long wait times on the phone, incompetent staff to say the least, will never use their services again.

Reviewer Joyce: Location Southeast London: Date 2022-11-24

Comments

Disgusting provider, really need to stick to fuel

Had my broadband with them for over eight months read more

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

Reviewer Richard: Location Nottingham: Date 2022-11-21

Comments

Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn’t wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn’t. read more

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…

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

Poor broadband, poor customer service

£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

Feel free to draw your own conclusions from my nightmare experience.

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

Reviewer james guthrie: Location dunfermline: Date 2022-11-15

Comments

appalling service if your looking for broadband DO NOT GO WITH SHELL, look elsewhere, shocking customer service, broadband signal is terrible constantly disconnects, speed is nowhere near what it is supposed to be, constantly disconnects worst broadband service i have ever had

Reviewer Stephen: Location Manchester: Date 2022-11-15 read more

28 Nov 2022

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

Absolutely abysmal shocking customer…

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

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

Reviewer Chris: Location Hertfordshire: Date 2022-11-15

Comments

Please, everybody, take the time to report this company to the communications ombudsman(I am) They are an utter shambles. I’ve tried contacting them for over 3 weeks now without success. I’m not bothering with them anymore. Leave and go somewhere else. Any other provider has to be better than this shower.

Reviewer Karen: Location Ashford. Kent: Date 2022-11-14 read more

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

Reviewer D Gough: Location Hereford: Date 2022-11-12

Comments

Service drops out all the time. No customer service, almost impossible to make contact…then no help. it was fine with Post Office.

Reviewer V Galyer: Location GRIMSBY: Date 2022-11-12

Comments

My broadband account with the P.O was changed over Shell energy, the contract expired end of July 2022. I could not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router. I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman. read more

19 Nov 2022

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

Awful customer service and broadband doesn’t work!

Broadband does not work intermittently.
30 minutes on hold every time I call them to resolve the issue, 30 minutes troubleshooting.
Then I get off the phone and it breaks again.
Customer service is awful, they treat you like an idiot and I cannot find anyone to help. This is a disgrace.

Huge mistake switching broadband to Shell

It appears Shell either has extremely poor or no customer service at all. Recently signed up for broadband which drops out twice daily.
After 1 day I’m still waiting for the call back I was promised and the email I sent has not been replied to.
I never had these problems with EE and will be going back to them asap. I will also be taking my gas and electric to a company that I can trust. Please get in touch Shell as I’d like to say my goodbyes. read more

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

Reviewer Julie L: Location Newcastle upon Tyne: Date 2022-11-10

Comments

My broadband was transferred from the Post Office to Shell and I can only describe this company as not fit for purpose. Due to the area where I live I can only have the standard package, which was fine when I was with the PO, but not now. The download speed over the last month has averaged at just under 6mbps and the upload 3.5mbps. I cannot watch catch up on the tv without constant buffering, during work meetings I have to turn off my camera, or drop out altogether. I have spent hours trying to get to speak to them on the phone, but no luck, the online chat is not working more often than not. The whole experience is very frustrating. I wouldn’t recommend Shell as a broadband provider to anyone. read more