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
  • 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
£21.99 for 18 months
£35.99 thereafter

No upfront cost

  • Offer £50 Bill Credit!
  • Offer 18 months reduced price!
  • 63Mb average download speed
  • 17Mb average upload speed!
  • 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

Shell Energy Fast Broadband
£17.99 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 2022-05-24

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

1.6 stars
  satisfaction rating based on 569 customer ratings since 2021-07-01. 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
    1.6 stars
  • Customer Service
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 569 customer ratings since 2021-07-01

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
Had a generally good experience with Shell Broadband for our 12 month contract - internet was reliable, and faster than we were paying for. Relatively good value. Never had any issues with dropouts or poor coverage. We were very happy with this provider after being with Virgin Media (unreliable and slow) for several years.

The issues have been with customer service since the contract ended. I have been chasing a final bill for almost a month now, despite being told the bill would be issued within 10 days of the contract ending. An extra Direct Debit payment was taken almost a week after the contract ended. I was never sent a return label for the router, despite me asking for one three times, and I am now being threatened with a £35 fine for not returning the router in time. The Live Chat feature on the website is never available so I have had to phone customer services several times to chase the bill and the label, and every time I get "they're on the way", and nothing ever shows up. Very disappointed as the internet itself was fab, but the stress of having to chase them like this has put me off ever using them again.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hampshire Shell Energy  
I was one of those switched over from the Post Office to Shell.

Overall, my service has been good with fibre in my area. I don't remember the last time the internet dropped for me.

However, it is near impossible to get them on the phone! Been calling multiple times a day and have been waiting for over half an hour.

I am definitely moving to a more established ISP, with significantly better customer service.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Northampton Shell Energy  
Left this company on may 17th and was still charged another months rental on May 25th which I am having trouble getting refunded .Had a threatening on June 18th about returning the router although I was waiting for them to send a returns bag
Awful company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Dudley Shell Energy  
Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Shell Energy  
My mother in law relies on wi fi for various devices like Alexa, so we can call her 100 miles away between visits.
The reliability of wi fi was poor, kept dropping out, she was paying way over the odds £20+ compared to other providers. But the worst was the lack of help upgrading her to fibre, the agents offered to call her but never did.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hinckley Shell Energy  
So far I've been with Shell for a short period of time having previously been the the Post Office, which was excellent. Unfortunately they handed over to Shell. It's been nothing but a nightmare. Slow, unreliable, customer service queue too long and the final straw.....trying to pay my bill I use the website to view my bill of course before paying. Each time without fail, it didn't recognise my email address, then didn't recognise my password, when I tried again and it accepted both of these, I got a page saying OOPS SOMETHING WENT WRONG, try again later. Tried later, same problems up to an hour trying to get to my bill, finally get there and go to pay and informed "your have no outstanding bills' having only received an email a day before asking me to pay!! So fed up I decided to switch to another provider, who by the way, is far cheaper. Shell had the nerve to try and charge me exit fee of over £100 justifying this by telling me, I could have called, or had a chat, if their website isn't working. I do not pay bills without viewing them first and cannot access this without wasting an hour. Basically they're brushing me off and blaming me instead of fixing they ongoing website problems. This is now becoming the norm for most big companies, I am now in the process of discussing with the Ombudsman.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fulham Shell Energy  
Wi Fi kept dropping out from day one. Phone calls to customer services went unanswered after 30-40 mins. Router adjustments made no difference. Finally got pair of wi fi boosters from Shell Energy which helped stabilize the wi fi performance except on my Smart TV which is pixelated on specific stations. I regret changing from previous supplier which was problem free but more expensive . Lesson learned
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Wimborne Shell Energy  
On occasions there has been a long wait for customer service, and for a while there were problems with the WiFi. However, these were sorted out by an engineer and all is fine now. Shell Energy Broadband is very good value and I am happy to be with them.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lancashire Shell Energy  
Shell bought the company that supplied my broadband. When I cancelled they wanted a full month of fees plus an extra fee of £35. I contacted the complaints department to enquire about this and got the usual…. Due to high volumes of customer enquiries……got a reply on June 7th….however I got the threatening email from a debt collection agency on 20th May….and it turns out that they want the money to dispose of my 3 year old router…… what a grabby corporation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Gwynedd Shell Energy  
Would rate nil if I could. THE worst service AND customer service I have ever encountered. Hassle started in December with the "super fast" fibre broadband that wasn't. Utter garbage and broken promises from them ad I tried to resolve with them. Finally gave up and moved to another provider. Accepted Shell's offer of compensation. And here we are in June. Still no compensation. Still not resolved. They are utterly, utterly dreadful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Borders 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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