Shell Energy for Home Customers 

Avoid. I complained about my intermittent connection when they took over the line. It sometimes it took 10 attempts to Stream Now tv despite the router being next to the TV. Had no connection upstairs. I have lived at my address 13 years with the router in the same place with no issues. It took them 11 months to replace the faulty router. Got less than £30 compensation. I tried to get out of the contract but they wanted to charge me over £200. They also raised the cost shortly after joining. Very stressful.

Robin is a rare find. She knows exactly what customer service is and was able to admit fault ( customer dissatisfaction) by Shells services by submitting a report. She was extremely clear and professional. High praise for her!

Viraj was extremely helpful

Received phone call from shell this morning just checking that all was ok. Philip was extremely helpful and went beyond expectations with all the help he gave me. A big thank you, as a total dinasaur( technically) went went way above expectations.

This Company is a joke AVOID AT ALL COSTS! I chose to take out a contract with this company due to a good deal on offer at the time, thought okay this looks good....how wrong was I! I read through the contract and it mentioned a 14 day cooling off period. My 'go live date' wasn't until day 15. Zero connection kept being fobbed off, tried to cancel my account - wouldn't let me as it was out of the 14 days yet not received any actual service. I went on with weeks of no internet several phone calls. They sent out a BT engineer to look at the issue. Tried to blame me but turns out the router wasn't even set up properly! A new sticker had been put over an old one but not connected....as you can guess by this point i had just about enough of this s**t show! When i told them it was magically working all of a sudden! Funny that! Useless is an understatement!! As a gesture of 'good will' apparently. They discounted my bill for several months. As soon as i received an email asking if i wanted to re-new my contract with them i couldn't of been happier to have my chance to finally leave!! I over paid slightly on my last bill. Trying to get my £11 something back was yet another battle that took weeks and weeks to sort too! Now accusing me of not sending the router back when i sent it in their self addressed envelope weeks ago! Never again will i even consider using this company for anything! 1 star is being kind!

My broadband was not available for two weeks, and the customer service never took care of it, which only delayed my life and disturbed my life, Today I informed the customer service department to cancel my contract and please refund my money in the hope that they will process it as soon as possible

Your Agent Aiden is excellent and professional at his job he was very kind and helpful and understanding me because I have a disability. he saids he'll make sure that another Agent called Amra-n from Bosnia who works in the broadband customer services will call me about my account. 5stars to Aiden please tell him thanks for his help and support.

Got an email to return my router to them they don't send out the envelope to return it then say I have to pay for it as I haven't returned it so because they cannot be bothered to do their job they charge you avoid at all costs

I WOULDN'T RECOMMEND SHELL DIRTY BROADBAND TO A PROSTITUTE!!!!! 18 MONTHS OF HELL QUICK TO SUSPEND YOUR ACCOUNT FOB U OFF AS A CUSTOMER OVER BEING UNDERSTAINDING AND REASONABLE!!! THE CHEEK OF THESE STUPID STAFF THAT DONT EVEN CARE!!!!! IMAGINE HAVING A DIRECT DEBIT IN PLACE OUT OF SIGHT OUT OF MIND BUT FAILED TO TELL THEIR CUSTOMERS A CONTRACT NEEDS RENEWING BUT PUT YOU ON A ROLE OVER TARRIF WHICH IS ROBBERY AND AGAINST THE LAW AS I NEVER SIGNED FOR THIS AT ALL THAT ITS PLACED ME IN £132 DEBT AND THESE HUMAN CENTIPEDEDS EXPECTS ME TO PAY DO NOT GET ME STARTED ON THEM BACK SPEAKING OVERSEAS STAFF RUDE, OUT OF ORDER AND DONT HAVE NO CLUE WHAT THEY DOING, GIVEN ME A SO CALLED REFUND THAT APPARENTLY WENT TO MY ACCOUNT, NO BUDGE ON THE DEBT THEN PROCEEDS TO GIVE ME A NEW CONTRACT CLAIMING EVEN WITH THE NEW CONTRACT I DID NOT PAY EM HAHAHA EAT DOG MANUER YOU HAVE BEEN NOTHING BUT A BUNCH OF A** EATERS SINCE I WAS SWITCHED TO YOU CRASIS, I MISS FUEL THEY WERE THE BEST. HURRY UP AND SHUT DOWN U WASTE OF SPACE. PUT ME IN MAJOR INCONVENIENCE FOR NO DAMN REASON GO SUCK YA MUM!!!!!!!

they want only money. don't care for something else.

I just wanted to point out my 89yr old father in law, is having to pay £89.92 (landline only), of which calls came to 43pence!

I can't believe what a mistake I could have made, this internet company is the worst experience I've ever had. They should be sued for their service. I propose to all of you to return to their services

Only had shell broadband 1 month and worked fine for first 2 weeks then signal dropped massively and had to keep resetting box,notified them I am switching to another provider and they told me I would have to pay £300 early termination fee what a joke for poor service,I am now meeting with my solicitor this week to get this sorted,why on earth would I stay in an 18 month contract that gives little or no Internet and still be expected to pay,the other reviews are right that this is a scam of a company with very bad customer service,

Armin K was a first class tech advisor really helpful guy

Your Shell representative (Renato H) rescued a long running frustrating failure by other Shell representatives to set up direct debit mandate details to enable me to pay my Shell Energy Broadband subscriptions. He also reinstated my broadband service in quick time. The service had been cut off by Shell through no fault of mine. I am grateful to Renato H for his skill and diligence.

Absolutely shambolic provider. The WiFi works for 15-20 seconds at a time. It's by far the worst on the market and its not even close. If you are thinking about getting this WiFi then you will be in for a year of constant frustration. I use my mobile data on my phone when I'm in the house because the WiFi is so slow. Customer service is the worst out of any company I have dealt with. Avoid at all costs.

Excellent knowledge polite friendly staff . Solved my billing issues simply and very easy and fast thanks

I couldn't understand why your company are not trustworthy in their prices and explanation to their customers.
My Dad has broadband with shell for the past 2 years and nothing happened with his payment.
I was told yesterday that his contracts ended in January 2024, sadly he wasn't informed or email to notify him about his contract ended.
He was charged (£25) every months from January till April 2024
Then may they were unable to take the direct payment this is when they call and inform him that it's ended
Then charge him 44£ to turn it back on which is very wrong. When the only reason they called was because of the direct debit.
They should of called the other months when it first ended
Then he was told £25 per month
We called on behalf of my dad and was now told its 25.99
The lady that dealt with this call was quite rude and just cut the call

Alan on the Jeopardy Team was polite, helpful and knowledgeable. Alan contacted me with regular updates and was able to resolve my issue. I was impressed with the prompt service and will recommend to family and friends.
A credit to Shell Energy.
Thank you again