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
    2.5 stars
  • Customer Service
    2.7 stars
  • Speed
    2.4 stars
  • Reliability
    2.6 stars

Based on 209 customer ratings since 2018-09-19 (Show all time ratings)

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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.

154 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
0 stars for everything.its the worst provider ever hâd before. No speed promised, no support. My internet stop working every 2 hours and starts again after 10-20 min. I made the worst decision swaping from sky to shell. For all the People how maybe Want to choose shell please: DONT DO.
new Malden Shell Energy  
Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Wirral Shell Energy  
When I first purchased Shell broadband, I thought it looks decent. I was previously with Sky broadband. For the past 24 hours, all of a sudden, my internet stopped working on my laptop and phone. I called Shell I was told that someone will call me back. Nothing. It's frustrating because I work from home. I have to go Internet cafe just to work. Ridiculous. Really angry. I regret coming off sky.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
New Cross Shell Energy  
Please avoid this company. I originally just had gas and electric through Shell (which was First Utility then) and I've had no problems with that. I received an email offer to join their super amazing brilliant broadband... Which I fell for. It's only a little cheaper than my previous provider.

The broadband drops all the time, unable to connect more than one device. I've had an open complaint for around 2 months now and still not resolution. They've sent me 2 replacement routers that are meant to be the best they have. It's made no difference.

There's no online account service for broadband which makes things difficult. The email responses are slow and repetitive. Usually reply with "please confirm this is what you're asking" although I couldn't have been clearer in my complaints. Feel it's just constant delay tactics to deter you from continuing with a complaint.

Terrible service all around, will never use again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Shell Energy  
do not use have had trouble with them since day 1, the 14 day cooling off period starts from the day u order it, so when ours went live the 14 days was up. we r leaving early as cannot get it to work all over the house, have bean quoted £310 to leave instead of the £150 we were told on the phone. there is no 24/7 telephone support, so if your broadbands goes down u cannot use there online services to fix problem. STAY AWAY FROM. i wood give them 0/5 for everything
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
paignton Shell Energy  
Do not even apply this is the worst service I have ever had.Service staff are rude and arrogant ,speed is that of an elderly slug, reliability is a joke. I tried to terminate within 14 days charge is applied.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheshire Shell Energy  
Do not use Shell Energy, moved house and was told that they were best provider in area. Advised them not to send router until after we had moved in on 19th July, they sent a week before to an empty house. Broadband and phone meant to go live on 22nd July, no phone until 31st July and Broadband went live on 12th August after many calls. Broadband speed expected to be slow but is even slower than advised at 240k average. Called to cancel service once realised how slow it was to be told that there was a £120 charge to get out of contract early despite being within 14 days of service actually going live. They don't do 14 day back out apparently! Absolute rubbish company, don't go near them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lympne Shell Energy  
Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
East Sussex Shell Energy  
Biggest mistake to make. Please avoid this company. The broadband only works for a few weeks until you are tied in to the contract and then internet connection is up and down particularly at weekends or evenings when there is no telephone support. Also for each time service is down there is a 48 hour wait for a “technician” to even look at the fault and then the internet connection appears for a couple of days until the process starts all over again and another 48 hour wait. I have to visit family and friends for internet access.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northumberland Shell Energy  
Since she'll took over 1st energy my broadband speed has slowly decreased. Prior to shell energy I was getting 2.5m/sec. Which may not be fast but £17 a month including one rental was ok. Shell upped the price and halfed my speed. Ditch them as soon as you can.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Walsall Shell Energy  
Early days yet but:
1. Transfer of phone service was seamless and totally pain free
2. Transfer of ADSL service was seamless
3. Broadband speeds initially 60% of previous PlusNet service, using the same equipment. Watching carefully to see how that trains up over the next 7 days.
4. Customer service much more technically competent that PlusNet. I wanted to retain my existing (non-PlusNet) router and, although I had to queue, I found someone who understood the settings and had my individual information at their fingertips.

I was shocked at the poor reviews these guys had and was somewhat worried about the transfer but, so far so good.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Kettering Shell Energy  
We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.

When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.

A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.

They really don’t seem to care. I will be moving as soon as my contract is up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Taunton Shell Energy  
Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...

...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Davenham Northwich Shell Energy  
One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Widnes Shell Energy  
Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Shell Energy  
Absolutely disgraceful.
Loss land line 11th July. download speed went to 0.4mbps. When finally got through to them - it was if it was my fault. Finally agreed to contact Openreach [ not sure who pays?] who sent an engineer to resolve the problem - good professional. Wife phoned me @ work - and said Shellenergy would only compensate us £3.22p!!!. In addition they confused the DD details with some else, and when the wife corrected them - they said it would take 12 days to set it back up!!!!!

Will be cancelling contract - for not providing the service - will be sourcing other providers later.

BE WARNED
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcester Shell Energy  
Disgraceful service ...Useless !

Having been a BT customer for years I switched to Shell Broadband.
BT disconnected but no connection to Shell.
After 5 days without a phone line or broadband Shell just say they are waiting on Openreach to resolve. Now they say it will take another 5 days so 10 days with nothing.

We live in a poor mobile reception and I have a seriously ill mother who needs contact.

DO NOT RISK THE CHANGE TO SHELL.....they clearly have no power or authority with Openreach.
After speaking to one of their managers he just said "there is nothing we can do".
I would never have switched if I had known !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yorkshire Shell Energy  
Beware you get charged £15 to change supplier and make sure you return router as they will charge you for it .Very slow broadband similar to dial up at times . Look elsewhere !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Shell Energy  
Don't wast your time or hard earned money on this so called internet supplyer.should have left as soon as shell took over from first utilities.
Well download speed today 1.78mb upload speed 0.85mb absolutely a joke.Stay well away from this company as soon as we can change we will.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Isle of wight Shell Energy  
Wish I'd never heard of these jokers.
What a shower! Phoning the "helpline" (pause for howls of laughter) is a nightmare;ditto the live chat (who was the idiot who first dreamed up live chat-another nightmare)
I moved in recently, their engineer came to reconnect a line, asked how many extensions I wanted activating (note, activating NOT installing) we agreed on three or four I forget which and away he went.
Several days later I find not one is working and when I complained I was told they only install one and if I want more extensions INSTALLING (note installing, not activating)I should get it done by an electrician.
They obviously did not read my first email and it took two reminders to get a reply at all.
STICK TO SELLING PETROL SHELL-you're useless at Broadband.
DO YOURSELF A FAVOUR PROSPECTIVE BROADBAND PURCHASERS-GO SOMEWHERE ELSE!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
West Sussex Shell Energy  
I got my broadband and it was advertised maximum speed 10 MB but I am I cannot get even one MB I called them and they say if I want to cancel I have to pay £115I cannot see the sample video on my Facebook my mobile Internet is much faster than their broadband they’re absolutely rubbish company and I advise do not go for shell broadband energy
You are wasting your time and money and you’re absolutely liar
West Midlands Shell Energy  
I switched broadband and phone, my change over day was today. Broad band switched phone is dead, broadband so weak can’t get Netflix or Amazon.
Been in an online help que for an hour now.
Wish I’d stayed with Sky.
  • Satisfaction
    1 star
Penzance Shell Energy  
absolute rubbish. didn't like shell's predecessor 1st utility because of talk talk involvement but this is worse. continual dropouts,frame freeze, inaccessible internet.continually rebooting router.simply cannot sit down and enjoy watching without the above at any time of day or night. i'm done
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
chester le street Shell Energy  
Got switched from First Utility to Shell Broadband automatically. We were very happy with First Utility. The speed was good, and it was cheap. But Shell Broadband has been terrible from the day we were switched over. The wifi drops out multiple times a day. Has anyone found a way of avoiding the extortionate early exit charges?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derby Shell Energy  
I joined first utility that became shell energy. They failed to connect me on the set up day then I had to wait a further 5 days to be connected because of a phone line fault. The 14 days dissatisfaction starts from sign up so I was unable to leave without charge
My internet then dropped out completely within 2 months. I was advised to still unscrewing sockets on my wall as this was a phone line fault. At this point I paid £109 to lesve.Terrible service please save yourself the bother, cost and lack of internet provision.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Shell Energy  
i thought the broadband service from shell would be excellent as they are a big company and new to bb services but this is the worst broadband i have ever had and tha includes talktalk it disconnects every 10 minutes and sometimes is on and off like a light switch surely they must be aware that either their service wrong or there is something wrong with the router as if i reboot everything it will work for a day or so and then keep disconnecting again and as i have just started a 18 month contract i dread to think what the termination charges are but anyone considering joining them please thin twice YOU HAVE BEEN WARNED
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bradford Shell Energy  
Think twice before joining. Once joined when you decided to leave you will have to pay additional £15 even you are over the fixed contract period, and you will be charged for another £35 if failed to return their router within 30 days. The speed is slow compared to my previous provider (Plusnet) and now i am going back to Plusnet, no additional charge when leave and their price is already included the router i do not need to return it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
My broadband went live on Wednesday,whilst I was out the country,so on my return on Saturday I set up my new router etc,but couldn't connect to the internet, it's now Wednesday and still no connection, having phoned them on numerous occasions I'm first told there's an outage,then a walled garden problem,what does any of that mean?? Fobbing me off I think!!! I'm then told it should be sorted in 2 to 3 days,so that's a full week with any internet,missed important emails,missed eBay purchases, internet TV not working etc,how about if I was running an internet business through this connection!!!!
Extremely poor service,leave well alone,wish I'd never joined them!!!!
  • Satisfaction
    1 star
Tamworth Shell Energy  
i never have had a contract with shell or first direct and shell keep sending me invoices for £162.21 which they say is outstanding.i have spoken to there customer relations team who dont no there backside from there elbow,but keep on sending me these letters for a contract i have never had.total rubbish i will not buy anything branded shell.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dewsbury Shell Energy  
Pathetic customer service. Broadband did not start on the day it was promised. I had to call them everyday for six days for follow up. No one ever bothered to call me to provide an update on the status of my complaint.
Asked them to terminate my contract since there was deficiency in their service.
Their complaints team is even worse, an extremely rude person called me and said If I wanted to exit I must pay £279. He also threatened to pass my details to Debt Collectors (even before sending the bill and before attempting to take money from my account by direct debit). Service finally started on 8th day. Now stuck for 18 months with this bunch of idiots.
When I called them on 9th day for compensation they offered me £10.00 when it should be £35.00 (£5 per day) as per Ofcom guidelines.

Have raised another complaint, if they do not agree with the compensation amount will take them to Ombudsman.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Slough Shell Energy  
Wish ide never heard of this broadband provider since going over to them my computer takes ages to get on internet keeps buffering my tv keeps going off as there is not enough speed it supposed to be 2.5 mpm but only delivers .75 as they are not providing me with the service i'm going to leave without penalty
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BORDON Shell Energy  
I applied for broadband with shell not yet been on line as they have gone pass their date for me to be up and running and still nothing . when I call them I am told give it another day call back tomorrow .the router shows no broadband connection . 3 days still waiting and have to call them back again no good service sorry I joined them with their false advertising
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
swindon Shell Energy  
I have had First Utility for energy and broadband and have never experienced such a poor service from broadband. The ideal situation for me was to have all services from one supplier so I was happy to sign up for broadband when it became available. I have now changed energy supplier because of the association with broadband being so shoddy, and can't wait for the contract to end so that I can switch broadband as well. My previous broadband speed was 12Mbps and when I was quoted an average speed of 11Mbps I accepted that because of the aforementioned convenience with energy. In reality I have never received 11Mps and because of failures to connect devices I started monitoring line speeds. The maximum speed measured was 7Mbps but more often than not this was around 4 or 5. Sometimes it is not possible to connect at all. Constant reports to the service line have not made any difference to the service even after telling them that previous suppliers have had no problems in the feed. I do not know what difference Shell will make to the services but on what I have experienced I would recommend that any prospective customer look very carefully at the provision and try to get some assurances before signing up. Thankfully my contract expires in June and I will be looking for a proper broadband service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
AVOID AVOID AVOID

no internet even after ringing up and complaint still no internet. Rang back a couple of days later they will send an engineer out which you have to wait in half the day for and couple be charged for.
Takes 2 weeks plus to switch company by the time you realise that they are an awful company it's too late your outside your 14 day cooling off period with no I internet an increasing phone data bill and a life dial engineer charge.

CAN NOT WARN YOU ENOUGH PLEASE AVOID THIS COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West midlanda Shell Energy  
I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Southampton Shell Energy  
Having read all the reviews i can only endorse the negative points made by the broadband customers of First Utility.This company should not be allowed to offer broadband as it doesn't appear to be able to keep its promises regarding speed etc plus the fact the customer service is terrible to say the least.It costs a small fortune how they keep you hanging on with only an occasional robotic voice and dreary music for company,this might be acceptable if your problem was sorted by them but alas no this is not the case as all they could offer was an engineer in three days time,no offer of compensation only to be told if the hub has been tampered with the engineer will inform you that his visit will cost you £140. So come the end of my contract its bye bye First Utility broadband and thanks to customer service it will be bye bye to gas and electricity too
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
northwest Shell Energy  
Appalling service, no stars can be given. Bitterly regret leaving BT 4 months ago, since when we have received a totally inadequate service. The internet is very intermittent and cuts out continually. We have been quoted £290 to cancel the contract, which seems appalling. In any other circumstances, if goods prove faulty you can return them and go elsewhere. Shame on you First Utility, we have been very satisfied gas and electric customers for the last 3 years, but shall now go elsewhere in protest at your shabby dealings with us
Bolton Shell Energy  
Absolute dishonesty from start to finish. They get you aboard for £19pcm but forget to mention anywhere that it's £19 plus VAT. You get a max of 9 Mbps for 4 days followed by .08 Mbps. When you contact them they suggest you switch to £35 per month plus VAT for a faster speed. They will ignore all complaints except when you cancel the DD - then they write, boy how they write. When they know they've lost - as in when you are with a reliable supplier - you will hear nothing for 2 months. Then you will receive a threatening e mail from their 'collection agents' etc. I have opened a case against them with the CAB who believe enough other like complaints will see the Trading Standards take over, even the police maybe. Get your money back off these sharks, ask for some deserved compensation off them for their behaviour towards you; then register the complaint with the CAB.
Emsworth Shell Energy  
Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Falkirk Shell Energy  
I don't believe that First Utility have the technical capability or business acumen to offer a broadband service. They fail miserably on aspects of delivery and support. They should be avoided at all costs. I would also add that no organisation that I am aware of can take so much negative reports without attempting to even investigate the criticism. I firmly believe that we have been conned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rainham, Essex 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.

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