Shell Energy Broadband Buyers Guide

Unlimited standard and fibre broadband packages from a well-known energy supplier

  • Free UK-based customer service
  • Truly unlimited broadband
  • Fibre broadband available, average speeds of 35Mb and 63Mb
  • Range of call packages
  • No upfront charges
  • No end of contract price rises

Need help choosing? Give us a call on 0800 093 2384   Go to site

Shell Energy Superfast Fibre
£21.99 for 18 months
£30.99 thereafter

No upfront cost

  • Offer 18 months reduced price!
  • 35Mb average download speed
  • 9Mb average upload speed!
  • Truly unlimited usage
  • Existing energy customers get a one off £75 account credit discount on their energy bills
  • Only pay for the calls you use
  • No activation fee
  • 18 month contract
 
 
 

Buy now

Or call us on
0800 093 2384

Shell Energy Superfast Fibre Plus
£25.99 for 18 months
£35.99 thereafter

No upfront cost

  • Offer 18 months reduced price!
  • 63Mb average download speed
  • 17Mb average upload speed!
  • Truly unlimited usage
  • Existing energy customers get a one off £75 account credit discount on their energy bills
  • Only pay for the calls you use
  • No activation fee
  • 18 month contract
 
 

Buy now

Or call us on
0800 093 2384

Shell Energy Fast Broadband
£16.99 for 18 months
£21.99 thereafter

No upfront cost

  • Offer 18 months reduced price!
  • Truly unlimited usage
  • Only pay for the calls you use
  • No activation fee
  • 18 month contract

Buy now

Or call us on
0800 093 2384

Details last checked on 2021-08-23

Reasons to choose Shell Energy Broadband

  • UK-based customer services - get support from a guaranteed UK call centre using an online chat service
  • Unlimited broadband as standard - all packages come with unlimited usage allowances
  • Fibre package available - average speeds of 35Mb and 63Mb available in enabled areas
  • Phone service included - choose between a range of inclusive call packages including an international calling option
  • Competitive pricing - Shell Energy's standard broadband offering is among the cheapest on the market
  • Savings for Shell Energy energy customers - when taking a fibre service, you'll receive a £75 account credit discount on your utility bills if you're already with Shell Energy
  • Cheap petrol - Shell Energy broadband gets you access to the Shell Go+ benefits scheme, including discounts on petrol
  • No end of contract price rises - unlike other providers Shell Energy won't increase the price when your contract ends

Possible downsides

  • No standalone broadband - line rental has to be taken from Shell Energy
  • No short contracts - the only contract option is 18 months
  • No frills service - the service comes with few extras, and there's no option to add a TV bundle

Features at a glance

  • Average 11Mb standard broadband, 35Mb and 63Mb Fibre download speeds

  • 18 month contracts

  • Unlimited usage allowances on all packages

  • Free activation and equipment, or £60 new line engineer charge if you require telephone line installation

  • Free UK-based customer support via online chat, or by phone Monday to Friday 11am - 4pm and Saturday 1:30pm - 3:30pm

  • Range of inclusive landline minutes available with every deal

  • Shell Energy Broadband have published a Traffic Management Policy

2.1 stars
  satisfaction rating based on 394 customer ratings since 2020-09-20. See more Shell Energy customer ratings and reviews.

Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Customer Ratings Summary

  • Satisfaction
    2.1 stars
  • Customer Service
    2.3 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 394 customer ratings since 2020-09-20

Show all time ratings

Add your own review of Shell Energy

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
The main issue that I had with Shell Broadband was after ending the contract. The router was returned but constantly got email reminders to return the router! Customer service was poor, therefore to ensure that I was not charged £35 for returning the router, I cancelled the direct debit. I was in credit by £6+ but decided rather lose that amount compared to £35!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Edinburgh Shell Energy  
I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Motherwell Shell Energy  
Don't go near them!!!!!!
Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
glasgow Shell Energy  
Experience with shell has been terrible. Swapped from SSE who were great, really good speed and never any problems. Then swapped to shell. Poor internet right from start and long periods without any connection at all. Tried to contact them on chat facility and kept being cut off and then told 7 in queue. Tried calling them and am still on hold, 30 mins and counting!!! Would not recommend and am going to cancel
Devon Shell Energy  
Absolutely atrocious, disappointing customer service all they keep saying is ‘I understand I understand etc’ I joined few months ago started having problems 3 months down the line with broadband they sent engineer and they was advised it’s their router so they sent a new router 1 week later. It takes 48hrs to get the request approved and then 48hrs for delivery. This is unbelievable Iv had no internet at home just before the start of summer holidays till now there is no internet. I hate calling them to get through you have a minimum wait of 35 minutes before you can talk to something and you will be lucky to get through to the right department if not then you got another 30/45 minutes wait. Honestly regretted using this service. For a company this big it is shocking they have a service like this. I would not recommend anyone to go with them. They might give you a good deal but when problems start good luck to you… absolutely horrendous service it will stress you out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Shell Energy  
I am so angry and upset with this company that I feel I need to make others aware of their appalling service. I was paying for ‘super fast speed’ broadband for over a year! The connection was shocking! I now realise after leaving them and joining another company, that it wasnt ‘our fault’ that it was slow (which is what we were told by Shell) it was their fault!!!! Their customer service was terrible. Even after having my contract cancelled I continued to be harrased by emails saying I owed more than £80! They even got debt collectors after me! My contract had ran out so I didnt even owe them a cancellation fee. They charged me for my router!!! Which was an 8 yesr old router from the previous company that Shell took over! Im so shocked at how they treat their customers. Trying to scrounge more monies and threatening them. PLEASE DO NOT JOIN THIS COMPANY!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Market Harborough Shell Energy  
Absolutely awful to deal with.
Charged me to leave contract even though contract period had ended.
To add insult to injury they charged me £35 for a router that I returned but they are saying they didn't receive. Many other customers report the same. So unless you are happy with a £50 exit cost and poor service I'd avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Shell Energy  
I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Shell Energy  
We took a contract with Shell Broadband when we where ready to connect the router did not work rang Shell after several minutes I managed to speak to an engineer try few thing no luck told they will get me a new router. After 3 days contacted them and I got told they were going to repair my router from their factory and it will take 48 hours. 3 days after contacted them (weekend)I will have to wait for another 3 days or more. Cancelled it send me an email asking me to paid £78.+£12 for cancelling our contract good firm to deal with...
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Merseyside Shell Energy  
The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
POLEGATE Shell Energy  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

Man with laptop on the phone

Broadband providers still need to improve support for vulnerable customers

Posted by Andy Betts on in FeaturesEEBTPlusnetOnestreamSSEHyperopticTalkTalkVodafoneVirgin MediaNOW BroadbandSkyJohn LewisShell EnergyCommunity FibreKCOMZen

We've all got horror stories about bad customer service. But it's people with health, financial or emotional problems that are still having the most inconsistent experiences when they contact their broadband provider's customer service team.

That's the big finding from research by Ofcom, which looked at the progress the industry has made since the watchdog last year published its guidelines for treating vulnerable customers fairly.

They found that while some users received extra support due to their circumstances, and others reported positive experiences despite the provider not knowing about their vulnerability, the overall service was still patchy.

It suggested that people's experiences were heavily dependent on the member of staff they spoke to, with no guarantee they would get to deal with the same person twice.

It suggests there's still plenty of room for improvement in the training of customer support teams.

What makes a customer vulnerable?

Vulnerabilities come in many forms. They include physical and mental health problems, debt or unemployment, bereavement, or even becoming a victim of crime.

Unsurprisingly, the number of vulnerable customers has increased during the pandemic and its subsequent economic fallout.

While Ofcom rules require all providers to have policies in place for helping vulnerable customers, it isn't always easy for them to automatically tell if someone needs extra support. If you regard yourself as being in a vulnerable group, or if your circumstances have recently changed (you might have lost your job, for example), you should contact your broadband supplier and let them know.

They'll add that information to your account, and it should inform any relevant future interactions you have with them.

What kind of support can you get?

With the definition of vulnerable being quite broad and varied, the types of support you can get are also broad and varied.

  • You should have access to a range of communications channels to speak to customer support. This could include text relay services or support in different languages.
  • You should be given the time to get help, support and advice on managing debts without the threat of enforcement action.
  • Providers could consider giving you a payment holiday to help you manage cashflow issues.
  • Providers should give you information and advice on tariffs to ensure you don't end up paying more than you should. Vulnerable people are the most likely to remain on expensive out-of-contract deals.
  • Broadband providers should regard disconnection as a last resort.

Broadband providers' vulnerability policies

Ofcom's guidance expects a number of things from broadband suppliers. They should train their staff to be able to recognise the characteristics, behaviours and verbal cues of someone who might be vulnerable, so they can be proactive in offering support. They should identify vulnerable customers and record their needs. And they should make all of their customers aware of the kinds of support and services that they offer.

Many providers publish vulnerability policies. Some have specific support teams in place for vulnerable customers, and some make it easy for you to register your vulnerable status with them. This information will be treated in confidence, and is subject to all the usual data protection legislation.

Here are the relevant pages for many of the leading providers:

Some of the things you can expect include ways to improve access to support via text relay and NGT services or braille guides; simple instructions on using accessibility services like subtitles on TV; and specific policies and help for dealing with financial issues. Naturally, what's promised and what's delivered are not always the same thing, so check our user reviews to see our customers' experiences of their providers' tech support.

If you want to read the full Ofcom report, click here. Or if you want to compare the best broadband deals in your area today, use our postcode search tool to get started.

Comments

Virgin Media with Amazon Prime and a £100 reward choice

Broadband deals to get your November off to a cracking start

Posted by Edd Dawson on in OffersBTShell EnergyVirgin Media

Virgin Media are kicking us off with some great combined offers. Along with a price reduction on TV packages for the first year, Virgin are also offering a choice of a £100 gift voucher from Amazon, Debenhams, John Lewis or M&S or a £100 bill credit. It doesn't stop there, either, as you can also get 12 months free Amazon Prime. Worth £79 a month, you get a whole host of goodies bundled in, inluding access to Prime Video (where you can watch Amazon Original shows along with a whole host of other TV boxsets and the latest movies), unlimited music streaming, access to a rotating selection of content on Kindle, unlimited photo storage and, of course, free next day delivery!1

BT have a whopping £120 M&S voucher offer on Superfast Fibre products! If you want TV as well, packages are available from £15 extra a month and can be added during the checkout process. You can get the basic Classic Bundle with AMC and standard Freeview channels, or choose to add Premium channels with an Entertainment Bundle. Plus, you can add even add Sports from BT and Sky, Movies from Sky, Netflix and a whole lot more! You'll need to hurry, though, because this offer ends on the 14th and is only available via the links below.2

Shell Energy have some early Black Friday deals, offering some great introductory prices without the need to queue or get your kidneys elbowed! Their Fast Broadband package is currently one of the cheapest in the market at only £16.99 a month while Fibre packages are not only reduced in price, but also come with two months free in the form of account credit! Plus there are no connection fees for any of these deals. To top it off, if you're on one of Shell's gas or electricity plans, you can also make extra savings on your monthly energy bill!3

 


All offers available to new customers only unless otherwise specified. Some offers only available in provider network areas. Use our Use our postcode checker to find out what's available in your area. See respective landing pages for full terms and conditions and details of how to claim rewards.

1. All Virgin Media offers are on a 12 month contract. Offers end at 11:59pm 13/11/2019.

2. All BT offers are on a 24 month contract. £9.99 postage and packing fee for the BT Smart Hub applies, activation costs may apply on TV products. Standard broadband products will not be offered if you are able to get Fibre products. If you're in a Fibre-enabled area but can't get Fibre you will be offered a Standard broadband offer. Offer ends at 11:59pm 7/11/2019.

3. All Shell Energy offers are on an 18 month contract. Two months free will be applied to your account as bill credit 90 days after activation. Offer ends at 11:59pm 8/12/2019.

Comments

Shell Energy Broadband Buyers Guide - Is Shell Energy right for you?

Can I get Shell Energy Broadband?

Shell Energy Broadband is available in all areas covered by BT telephone exchanges. This means you're all but guaranteed to be able to get it, unless you live in a remote rural area.

The service runs on a combination of TalkTalk's low cost network and the Openreach network. It's available to well over 90% of UK households, and the features and price are the same whether you're in an urban or rural area. Use our postcode checker to see if Shell Energy Broadband is available where you live.

Shell Energy is owned by Shell and was previously known as First Utility. It was rebranded in 2019. The company also supplies gas and 100% renewable electricity. If you're already a customer for this, or are willing to switch, you may be eligible for a discount on your broadband price of as much as £7 a month. However, you would lose that discount if you choose to switch energy suppliers in future.

What packages are available?

Shell Energy offer three broadband packages. There's one standard deal and two fibre broadband packages.

The three options each with a fixed price, no connection fee and line rental included. They are:

  • SuperFast Fibre Plus - totally unlimited ultrafast fibre broadband with average speeds of 63Mb, on an 18 month contract
  • SuperFast Fibre - totally unlimited fibre broadband with average speeds of 35Mb, on an 18 month contract
  • Fast Broadband - totally unlimited standard (ADSL) broadband with average speeds of 11Mb, on an 18 month contract

None of these deals include calls as standard, so you'll only pay for what you use. If you make a lot of landline calls you can add a package as an optional extra. There are two to choose from - Evening and Weekend Calls, and Anytime Calls. You can also get a lower price on all of these broadband packages if you're already a Shell Energy customer.

Choosing one of these deals also makes you eligible for the Shell Go+ scheme, which runs via a mobile app. This gives you access to various benefits and rewards, including 3% off the price of up to 60 litres of Shell Energy fuel each month (at participating petrol stations). You aren't automatically enrolled in this scheme, you must remember to sign up separately once your broadband deal is activated.

Which package should I choose?

All three packages can be described as "no-frills". This means your choice is simply down to what speed you need.

The Fast Broadband package, with average speeds of 11Mb, is best for smaller or less demanding households. Typical usage would include web, email and social media, and perhaps a single user watching Netflix or iPlayer. It's a fairly basic package, so if you think you might outgrow it you should look to one of the faster deals.

SuperFast Fibre is the mid-range deal for larger households where you may have two or more people streaming movies or downloading large files at the same time. If you need even more speed beyond that, the SuperFast Fibre Plus package is the one you should consider.

As you would expect, Shell Energy's coverage and average speeds are totally in line with those of other providers that use the Openreach network. This makes it a little harder to compare Shell Energy with those other providers. Price will be a main factor in your comparison, along with user reviews. Even though the core service is virtually identical, the reliability and customer service performance of each broadband supplier can vary considerably. Also, take a look at the extras you can get from each provider. Shell Energy probably won't be for you if you're looking for a premium TV package as well, although its no-frills approach may equally be a selling point for some.

Points to consider before you choose

  • Are you a Shell Energy energy customer?
  • What do you use the internet for? Mostly browsing and social media, or lots of streaming, gaming and downloading?
  • How many people will be using your internet connection at the same time?
  • Are you happy to commit to an 18 month contract?
  • Would you prefer to get your broadband, phone and TV from the same company?

Compare all Shell Energy Broadband packages

What do I get when I sign up?

It's important to know exactly what you're getting when you sign up with a broadband provider. This enables you to factor in the cost of any extras you may need to buy.

  • Free wireless router - All broadband customers get a free N-rated wireless router. It's a fairly basic model, in keeping with the company's no-frills approach.
  • Free UK based customer support - Free support is available by phone between 8am and 6.30pm on weekdays, and 9am to 4pm on Saturdays. Among other options there's also live chat via their website between 7am and 9pm weekdays, and 9am to 5pm weekends.
  • Line rental and pay as you go calls - Line rental is included in the price, and you only pay for the calls you make. You can add an optional calls package from as little as £4 per month if you need it.
  • Shell Go+ membership - You can save on petrol, and also access other discounts and rewards through the Shell Go+ scheme. You need to download the mobile app and sign up to make use of it.

What are the benefits of Shell Energy Broadband?

These are the reasons why it's worth considering signing up for Shell Energy Broadband

  • Competitive pricing - Shell Energy's prices are competitive. This is especially true of their standard broadband package, which ranks among the cheapest on the market.
  • Line rental included - Line rental is included in the price, so you know exactly what you're paying when you sign up.
  • No end of contract price rises - There will be no unpleasant shocks when your contract ends, as the monthly price will not be increased.
  • Cheaper price for existing customers - You can get a personalised quote if you're already a Shell Energy energy customer. This may be cheaper, although the price may also rise if you subsequently switch to a different energy supplier.
  • No setup fees - There are no setup fees or other up front costs.
  • UK based support - Customer support is free, available by telephone, and based in the UK.

What are the drawbacks of Shell Energy Broadband?

No company is perfect. What factors should you be aware of that count against Shell Energy?

  • No short contracts - The only option available is an 18 month contract, which is not great if you need something shorter or don't want to commit long term.
  • No standalone broadband option - There's no option to take broadband on its own, as line rental is required for all deals.
  • Support hours are limited - Shell Energy's customer service is well regarded, but its availability is limited. If your internet goes down on Saturday evening you'll have to wait until Monday morning to speak to someone.
  • Minimal extras - Shell Energy offers a no-frills service. You can add a calls package, but you'll need to buy TV services from a separate company. The free router is quite basic, and there are no other extras.
  • A new and unknown quantity - As a newer and smaller player in the broadband market, it's difficult to know exactly what kind of service you'll get from Shell Energy. The lack of a reputation (good or bad) makes it an unknown quantity, which may be a concern given the absence of short contracts.
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