Shell Energy for Home Customers 

Theo from Shell Energy was absolutely amazing with setting up my internet where others in his team had failed and left me without internet for 3 weeks. He was pleasant to speak to, he wasn’t going to give up until I had internet.

Very lovely customer support from T'meeca Maarman. Thank you for taking the time to listen and deal with every query I had.

I haven't had any need to contact customer services, so can't comment on how they deal with problems - and that's why I'm giving them 5 stars. After having nightmare experiences with other providers (Three being the worst) I signed up for Shell Energy broadband and the process was really easy. They gave me a live date, the router arrived a couple of days before and on the live date the internet started working and has been fine since. Sounds basic, should be basic, but so many broadband providers get it wrong, so it's really nice to be able to report a positive experience.

My Broad band went from slow to stop during the afternoon. I am very pleased with the help that Aida T
gave me over the phone. She was very thorough and patient as i did the checks as she directed. All was working and up to full speed in no time. thank you.

Mixed review - I have decided to leave Shell Energy as we had come to the end of our contract. Cheaper options are available and as we had often experienced WiFi dropping out in rooms away from the router (e.g. when watching catch up tv), I thought worth a change. I called up to cancel the contract, as my new provider does not take over the phone line. Mohammed H was very helpful in resolving this for me, especially in the circumstances, where I would have been subject to additional punitive charges as I was about to go onto the out-of-contract pricing, because the line takeover had not been organised by the providers. Thank you Mohammed.

Sonia was extremely helpful this morning at around 8.30 in addressing connectivity issues. She explained clearly what l should do and also sent me a useful email. She was polite and took time to explain to me what checks l should run. A welcome experience!

From when I was told my broadband was active I had nothing but trouble and stress in trying to activate it! I was informed that it was a fault on the line then informed it was fixed and I could connect but still no joy! After being told again and again how to connect over many calls I was told if the fault was mine I would be charged a penalty! I began to worry it must be me!... to be brief it was your fault and it's now up and running! The lady who dealt with me was extremely understanding and concerned. She put me at ease and was a credit to you in every way! I thank her for her professional conduct!...and so to bed!

I rang Shell to query my bill and spent a lengthy period waiting on hold. Unfortunately my query wasn’t resolved and the assistant submitted a complaint form on my behalf. A short period after the call I received an e mail saying the complaint was closed! I subsequently rang to query this and spoke to Kurt. He immediately resolved my original query and apologised for the error on the bill and the inconvenience caused.

She is amazing, helped me so much. Brilliant company!

I had a problem with the internet. I am very pleased with how Jill W helped me. I speak English poorly and Jill patiently explained to me several times what to do.

Tried the call centre several times before managing to cancel our contract. I was called back by someone claiming to be from the call centre but he tried the "say yes" scam on me.

The worst wi fi I have ever been dealt with.
Non existent.
Customer service is horrific .
Stay away I highly recommend.

Reasonably fast response time for a Saturday. Operator Aida T was polite, very knowledgeable, solved my problem and remained on the call until the problem was solved.

Was very helpful in resolving my issues, all sorted within an hour.

I have been having problems with my wi-fi for a while and have had little help or support. I was then lucky enough to speak to Zlatko, who was brilliant. He went through everything step-by-step and explained clearly what to do and why. Unfortunately, a few days later, a couple of my devices have stopped working and I cannot get them to recognise the network. Zlatko deserves 5 stars for his help, patience and support. I have dropped a star due to the fact I have now got to get back to shell energy to try and get things working again.

Armin K. was very proactive and engaged, gave me an excellent advise and support. 5 star customer servise!

I spoke to Michael Fauli who was very helpful and polite. Dealt with my enquiry in a most professional manner. Definitely an asset to the company. Five star service.
Best wishes
Tracey Cavell

I was very impressed by your employee how he dealt with all my questions in a very professional manner, and I was satisfied with the answers. He is an asset to your company. Thankyou.

The broadband connection is stopping every 15 minutes. It's impossible to work with Shell broadband, besides that the customer service is a disgrace.