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
    1.6 stars
  • Customer Service
    1.7 stars
  • Speed
    1.7 stars
  • Reliability
    1.7 stars

Based on 296 customer ratings since 2023-04-14 (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.

1,446 Customer Reviews over 145 pages

  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Over priced, Shell sided contact. Frequently boosting the fees. Worst ever!
  • Reviewer
    Location
    Needham market
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have never experienced such a poorly managed team. Calls get cut off with no call backs and the internet speed is pathetic.
    I am happy to say I have found a new provider and the speed is amazing, so is the level of service.
    My advise is DO NOT GO WITH THIS COMPANY,
    Complete waste of time..
    0,,, effort to help resolve any problems..
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Comments
    I’ve been with Shell since August 2023 (7 months) and had no complaints whatsoever until a month ago when my connection kept buffering, stalling, booting me out and not connecting. I rang customer service and she talked me through how to do a hard reset. It worked…….for 2 weeks and now it’s happening again. I rang them again and the guy explained that because I have a “commercial package” (no idea what that is!) when people in my vicinity are also using their broadband, it effectively makes my speed drop. I stated that seemed unfair as I’m paying £18 a month for a service, so why should other people’s use affect what I’M paying for. He went into all the tech talk which I kept telling him, I didn’t understand. He asked me if I wanted to upgrade to a faster speed to which I refused. He then said that he’d raised my speed from 7.5 whatever to 11.2 and that I shouldn’t have a further problems unless more people jumped on. Whatever he did, seemed to work….48 hrs, it’s happening again so watching tv has become a stressful event once again. Can’t wait for my contract to end
  • Reviewer
    Location
    Tandragee
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Used to be good, signed up for 200 full fibre, was told I could have VoIP then sorry we don't. Speeds regularly under 100mbs and very unstable, drops off at least 3 to 4 time's per day absolutely horrendous
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moving my broadband to Shell was the worst mistake. Went with Shell after going through Uswitch who recommended them. Only went live yesterday. Connection keeps going down. I phoned tech support spent over a hour still could not get the internet on my tv.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
    Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.
  • Reviewer
    Location
    Swadlincote
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I guess they are lucky that you can't actually give 0 on the rating scale.

    Price is doubling from £25 to £50 this year. Not a great start.

    Got the contract in August, roughly every 2 days connections dips. Unstable garbage for it's price. The download and upload speed is not what was promised. And the router is so bad that WIFI cannot even go to the second floor let alone struggles to get into the dining room ( which is the room after. ) Shell should still to their strength and carry on playing corporate monopoly greed with it's oil.
  • Reviewer
    Location
    Fulham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service has been incredibly disappointing, with consistently poor speeds that make even basic tasks frustratingly slow. It's frustrating to pay for a service that promises high-speed internet, only to receive unreliable and sluggish performance. This broadband connection has been nothing but a headache, causing more stress than convenience. I would not recommend it to anyone looking for reliable internet service.
  • Reviewer
    Location
    NOTTINGHAM
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling service constantly dropping out and no connection. Not receiving the service I pay for. Avoid Shell energy, do not even consider them an option.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    These 5 star reviews on trust pilot must be fake because since I started using Shell Energy for broadband it has been nothing but an absolute nightmare.

    This is by far the worse broadband I have ever used:
    - the speed isn't as advertised (it hovered consistently around 8mbps);
    - the internet goes out intermittently throughout the day;
    - it starts off as the 'cheapest' option but what they don't tell you is that they are allowed to increase the price mid-contract, so you can't keep paying the price you signed up for;
    - recently the internet has been down for two full days and when the customer service team exhausted all the steps and still couldn't resolve the issue, they wanted to charge me £78/ hour to send an engineer to come fix what was essentially their problem. I was on call with Shell for over 2 hours -- I was passed from agent to agent and when one finally agreed to waive the engineer fee, I was then passed back to a different agent on the tech team who was rude, dismissive and patronizing and refused to arrange to send an engineer to inspect the router. This was the last straw for me and I ended up terminating the contract -- which Shell wanted to charge me a £80 termination fee for -- even though they weren't upholding their end of the bargain by providing internet that actually works.

    What an absolute joke. I know it's cheap but save yourself the hassle down the line and avoid at all costs.

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.

Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.