Shell Energy Broadband 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.

Recent Customer Ratings for Shell Energy

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

Based on 410 customer ratings since 2020-10-23 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

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 ratings placed, whichever is largest.

512 Customer Reviews over 13 pages

  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I regret switching to Shell. Don't do it.

    1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.

    2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.

    3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.
  • Reviewer
    Location
    Dunfermline
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Shocking service, been with them just over 3 months paid every bill, and I’ve been cut off today without warning and told to pay £57 for somthing I don’t u derstand! I put a complaint in and they closed it straight away, I’m writing this for bobbie as I’m her carer as she has learning disability and the customer service was below par, also they did not explain what the bill was for they were just down right rude! I questioned if it was even a scam it was that bad, but no the telephone numbers match up to this company, I may have to get redress through ofcom and look for another provider in the meantime, but this is a company to be avoided!!
  • Reviewer
    Location
    Whitworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had a living nightmare with Shell Energy.

    I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.

    When I called to make a complaint I was told I failed Security and they couldn't talk to me.

    I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?

    I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.

    This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.

    Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...

    If you're one of them God help you!

    Don't go near these if you have the choice.
  • Reviewer
    Location
    Burnley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter useless internet, worked fine for a week and now I’m only getting 7.5mb speed which is now fast enough for the tv to work, it will work during the day but after 6pm to 11pm tv will not work.
  • Reviewer
    Location
    Forest Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!
  • Reviewer
    Location
    Yateley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    After a very shaky start we now have excellent Broadband. This is down to the customer service team who eventually listened and acted. Can't fault the team for courtesy and efficiency.
  • Reviewer
    Location
    dunfermline
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    if your looking for broadband do not go with shell,service is appalling and the customer service is even worse,biggest mistake i made!! speed is terrible constantly cuts off been a joke from day 1 tried to cancel within 14 days but they refused saying speed issues are my fault because of too many devices connected at 1 time??
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely shocked to pay them £30 charge for not returning law quality router. I haven’t heard other providers do that !
    Avoid them
  • Reviewer
    Location
    cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    waiting to talk to somebody from customer service no one ans the phone am not going with tham looks like BT.
  • Reviewer
    Location
    Dunnington York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Recently changed to Shellenergy Broadband from Now Broadband. Change driven by price. What a mistake. They are terrible. Constantly dropping off. Far less distance Range than Now. Hopeless Assistance.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Nothing but issues since Post office switched us over to Shell. They have been slow to deal with any issues.
  • Reviewer
    Location
    Bolton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I will warn anybody thinking to get shell energy broadband as they are a ripp off, their service is very poor you will get nothing working and you won't be able to cancel it,even if it is faulty.they will charge you £110.41 for cancelling their service(an headache).never buy shell energy broadband
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    As all the other reviews, shocking. I was moved over from the post office and have received intermittent internet supply where it randomly turns off. I’ve tried a few times calling the helpline but I’ve been left on hold for over half an hour each time and given up. I tried emailing but they ignore those too. Just give copy and paste responses. They even tried to say they called me but they haven’t called me once. I’ve researched their service since and found they are a total shambles and have a huge string of angry customers that they just don’t care about. I think a few more of us need to go to OFCOM about them as it’s never going to improve.
  • Reviewer
    Location
    Co Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke of a company with incompetent customer service staff.
    Been waiting 16days for my broadband to be fixed, two engineers sent out and diagnosed the same problem, being the router, shell still haven’t sent a new router.
    God forbid you try and get in touch with the ‘technical team’ you’ll be on hold for most of the day and when you finally do get through, it’s like Groundhog Day explaining the same sh*t over and over, programmed robots!

    It’s ok though my neighbour saved the day and has allowed me to share their broadband whilst the issue is ongoing, theirs is SKY by the way and it is amazing! How f’king embarrassing is that shell! That sky have had to bail you out for how bad you are! Pathetic!

    #ofcom should strike them off as a supplier company, absolute joke!
  • Reviewer
    Location
    Penarth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Truly awful service. Broadband keeps cutting off so unable to access on demand TV like iplayer, 4OD or netflix. Shows just keep cutting out half way through then have to start all over again. Have spent an hour waiting to talk to somebody from customer service only to be cut off immediately by rubbish representative "Hannah S". Now back in another queue to try and speak to someone again. Avoid at all costs! Terrible broadband.
  • Reviewer
    Location
    Stratford on Avon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a shambles. So I was suppsoed to be switched over on Tuesday from my old provider. By midnight no internet service. The phone line had switched to make calls only. After multiple inept customer services calls I got through to someone who actually knew what they were talking about. My switch has been put in a 'queue' with Openreach and the earliest I will be connected is 1 week later. Thanks Shell Energy, I'm without internet for over a week in a rural area with poor mobile coverage too. Steer clear everyone. They don't know what they're doing.
  • Reviewer
    Location
    County Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter rubbish...avoid this company for broadband at all costs. Absolute shambolic customer service..managers are as equally bad. 6 months I've been with this joke of a company and it's been terrible from day 1. Staff are ignorant and don't care once your in contract with them...never in my life have I experienced a company like this....STICK TO SELLING PETROL!!!
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
    If I could give them a minus star review it would be minus ten!
  • Reviewer
    Location
    Marlow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Same as for many others, the problem was/is with returning the router. Despite having returned it, got charged 35 for not returning it. Called customer service and now waiting for an email to which I can reply with my proof of postage. Pretty disgraceful!!
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got forcefully switched from Post Office when Shell bought them over.
    Got cut off with no warning and have no indication of why.
    They made zero attempts to get my monthly payment.
    Terminating contract, my advice to others is to pay a little more if they want any kind of reliable service.
  • Reviewer
    Location
    Telford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After being with the post office for 2 years and never having a single problem, Had to change provider and from day 1 it’s been an awful service. Rang to make a compliant they can’t even find my post code !!!
    What company can’t even locate me by post code?
    Can take my bloody money tho
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    It has been 20 days still no internet nor has the order even been confirmed.
    I'm stuck in the middle, they won't cancel the contract nor set me up.
  • Reviewer
    Location
    England
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Okay until the end of the contract, if you decide to leave, Shell ask for the router back. Posted it. Nearly a month later they say they have not received and will charge £35. Tracking says delivered. Third party receives returned routers, clearly not recording which customer they have been returned from. Nearly half an hour so far trying to fix this. Ongoing. Best avoided.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Like another reviewer I had problems after my contract ended. I was repeatedly told I hadn't returned the router and that I owed £35. I provided proof of receipt of the router by Shell. I wrote to the CEO to complain. I received a follow up phone call during which I was asked to ignore any further emails I received from Shell. I have just received an email from a debt collector. I will be making a formal complaint to Ofcom.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    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!
  • Reviewer
    Location
    Motherwell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    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
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    East London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Market Harborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Merseyside
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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...
  • Reviewer
    Location
    POLEGATE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Belfast
    Reviewing
    Shell Energy
    Date
    Comments
    I have registered for the new broadband connection with Shell energy on 14 Aug and received the router on 28 Aug. They activated the connection on 1 Sep. Connection was very poor and I cancelled the connection on 2 Sep.
    But Shell energy charged me to pay 110 pounds as the early termination fees. I am not sure what is the meaning for the 14 days cooling period? If they deliver the router after 14 days then I don't have any cooling period? Also I'm wondering whether it is the genuine process?
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really SLOW broadband speeds - I changed over to Shell Broadband and the service speeds I am receiving aren't even enough to watch Netflix without heavy pixelation. Their solution: I should be plugging my devices into the router by ethernet cable rather than using wifi. Ridiculous!
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Shell for 18 month and that was one of the worst broadband experiences so far for a number of reasons:

    - misleading advertisement - ad was promising 11 MBPS, I ended up getting 4-6 download and less than 1 upload. felt like a dialup modem
    - bad router - constant disconnects from my laptop, very annoying
    - engineer required to come and fix something on their lines after half a year of constant calls to the support
    - on the way out they charged me for 4 calls I never made (my landline was not even connected) and I discovered only when they charged over 5o quid to my account. Again calls to the support and refund which is not yet paid in
    - mandatory return of the router with charge if you don't print a label and send the old router back (useless piece of kit in the first place).

    Summary

    Required hours on the support calls, some issues never got fixed, overcharging and just poor connection quality. Would recommend to steer clear.

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.