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 328 customer ratings since 2023-02-21 (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.

1,427 Customer Reviews over 36 pages

  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never ever again - I've never had so many problems with broadband in that short period of time (about 2 weeks) in my whole life.

    Avoid at all cost.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute thieves. Worst provider experience in 20 years of home broadband use. Average 7-10 disconnects per day up to 5 minutes each making home working impossible, and have the nerve to charge 18 months early exit fee.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    This broadband is terrible. It is so unreliable and unstable you cannot get anything done. For weeks now I have had to find other places to work while working from home or have had to hotspot from my phone. Cannot even get a stable enough connection to log on and check emails let alone work. Having complained nearly 3 weeks ago and being told we would receive a reply and resolution within 10 days but got nothing, two further emails sent, still nothing. Will be terminating my contract. There is a reason they are cheaper than others but they do not provide a) a service and b) internet that actually works. Absolute waste of money.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I change my broadband provider on a reasonably regular basis so I have dealt with quite a few different companies over the years. Shell is without doubt the ABSOLUTE worst from no connection to customer support, absolutely everything has been not bad but absolutely terrible. Please AVOID LIKE THE PLAGUE.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    Got shell wifi 2 weeks ago and have just constantly had problem after problem, no box delivered, slow speeds, no answer when calling customer service. Just all round terrible.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Paid for high speed of 14-21 gbps, getting between 8 and 10. totally dissatisfied. Feel I'm being ripped off.
    Said they would get Open reach to investigate, but nothing has been done DO NOT SIGN UP.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Customer service is very if not impossible to get hold of,
    Don't go with these guys...
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    The worst service I have ever received.
    If there was an option for less stars I would.
    I am currently sorting a complaint that has gone on for 6 + months. This has now gone to the highest possible complaints department apparently, yet no resolution.
    They informed us our meter was broken and they would have an engineer out to fix it. Took 1 month to get the engineer and two call outs to fix a new one. (Engineer confirmed to us that it is broken).
    We still carried on paying monthly as we were of course using energy. They have now got a an extortionate outstanding bill from when the new meter was fitted. They have estimated what we use now to what we have had before and charged accordingly. Even though there in no way of proving how much we used.
    I argued this case and First Utility said that the meter wasn't broken and we are using roughly the same amount now as the meter reading were showing before (in actual fact were using slightly less now going by their theory). Trouble is we have significantly more appliances so you would expect our amount to be more now. There is no way of proving how much we have used as the meter was faulty so how can they charge us this estimated amount.
    Unreasonable and UNHELPFUL - constantly going round in circles.
    Having to call and chase the updates twice a week on the phone for 45 minutes at a time. COMPLETE WATE OF TIME! Just want the debt cleared so I can move on with another supplier ASAP!
    First Utility push back each phone call to next week. Always asking for more meter readings on each call after giving them over and over again. Wanting more time too look at our case because its gone on for so long!
    At a loose end with no light at the end of the tunnel. So waiting for another call next week. We are so angry, frustrated and annoyed at this horrendous company.
    First Utility will time waste as much as possible so that they can wrack up another bill.
    Unreasonable horrendous company. DO NOT USE!
    If you are with them LEAVE!
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    My usual monthly update. I pay for 38m but do not get anywhere near, mostly around 20m but just checked and getting less than 4m.
    I dont bother wasting my time contacting shell just to hear the same excuse and advise. My advise is read the small print on your contract, read the reviews, then buy elsewhere and save yourself an unwanted problem.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely a joke don't recommend!!
    The wifi was hardly working around my flat i wasn't able to get wifi in the bedroom. I decided to leave and they told me i would have to pay a fee even though my contract was ending with them theyve re-opened a new contract i left them thinking my contract was over as when i had my new wifi which was talk talk fibre alot easier and works perfectly fine around all my rooms they where also suppose to tell them i was leaving even ddo i did tell them i was leaving and now trying too charge me £122.00 even ddo I've left them for nearly a year now blydi ridiculous and if i dont pay there getting people to come out and collect it. I dont owe you any money ive sent the router back aswel to you total joke of a company
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Upon being transferred from the post office to shell, I now have absolutely no landline connection at all without any explanation or cause! Getting through to them is insanely difficult to boot. I have been on hold now for nearly a full hour!! they simply do not employ enough staff to meet demand.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Beware: They charge £15 cease charge whether you are in or out of contract.

    I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
    I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    Horrendous customer service. 2.5 hours on the phone today being passed from department to department. Nobody knew what was happening, when my Internet would be set up. Company did not know how to contact the technician who failed to attend to set up the department. Eventually I gave up and asked to cancel and was told I'd face an early termination fee. No one seems to have a clue what's going on - worst customer service I have ever encountered in my life. Doesn't bode well.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STEER CLEAR. My biggest regret is not checking reviews before getting broadband with Shell. The most incompetent customer service I've had the misfortune to deal with. I had a postoffice phone only account that was out of contract. Shell bought PostOffice service. Nov2022 I changed out of contract to a phone+broadband contract. Shell failed to provide internet. I cancelled within cooling off period and asked to revert back to phone only contract so I can find a new provider without incurring exit fees. Mar2023 Shell are still charging me for phone+broadband, still not providing broadband and have me in a fixed contract and still have not put me back to original phone only account. I've spent 9 hours on the phone to their customer services and technical department spoken to multiple people, repeated my story multiple times and been cut off regularly. They organised an Engineer that did not turn up and said the Engineer was cancelled. And the nightmare continues to be disputed via email. One email response said its OK the charges are the same as what I was paying for phone only! Not the point I have no internet and cant change provider until Shell confirm I can leave eithout being charged.
    If you want to stay sain I would recommend not to use Shell.
    This has been so stressful I feel cheated I can believe they are getting away with this level of service.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am absolutely dissatisfied with how poor Shell broadband is. I am having issues trying to get them to close my account because I refuse to be with them for a second longer. I signed up with them which was the biggest mistake I made and now they’re trying to see if I can get out my contract or what the fees will be. This is an absolute disgrace considering I’ve had a very poor broadband that went on and off constantly I was forever having to turn the router off non-stop issues had to get an engineer out to tell me there was nothing wrong with my line which was a lie that Shell broadband told me over the phone and then to make things worse when I asked them to close it this is now the third time they’ve still not closed my account. I moved on to another provider.I am refusing to pay for a service I didn’t receive and this company should be avoided at all cost . If they continue to expect me to pay for leaving early I shall take it further
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Today I was on the phone to such an amazing lady who really wanted to help me and was so kind . I don’t think much of Shell as a broadband company but I do however think it’s extremely important to give credit to customer services in particular one named Katie from the retention department. What a star so pleasant so kind patient understanding and has helped me resolve my problems. She’s been the best person from this company and I’d like to thank the manager to for accepting my issues kindly too . Thankyou ever so much Katie I really cannot thank you enough .
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    My contract started last November 2021 and since day 1 my Wi-Fi never worked. I have an opened case since 6 months because they weren’t able to solve it. I’ve called the customer service so many times and it’s just a waste of time. They kept asking for money even to leave the contract and they only sent me an engineer on February. The engineer proved that there’s no fault in my house and they still charged me for it. I’m not free to leave the company as they are going to charge me for it. They gave me some credit back but they are using it to pay the engineer and basically since I’ve received this credit my Wi-Fi stopped working at all. I cannot even see the line. This situation is creating me so much anxiety and stress. I’m not even sleeping at night time. Nothing like that ever happened to me in my all entire life. I regretted so much signing that contract. Don’t join it because it’s the worst company ever. I never received the service I’m paying for and they only keep asking me for money. There’s nothing worst than that. I wish I could come back and never sign this contract. I’m trapped. Don’t trust this company.
  • Reviewer
    Location
    Dudley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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
  • Reviewer
    Location
    52 Glenpark Drive, Hesketh Bank. Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had this less than 2 weeks, WFH and Shelll unable to help for 24 hrs . So was advised anytime it goes down yiu have to wait 24 hrs to get it fixed.
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    The worst customer experience ever. Passed to 3 different people none of whom knew what they were doing apart from making false promises to get rid of you regarding help. Just kept passing me on and behaving in a totally robotic way. Most of them should never have been allowed near a customer. This is the worst customer service I have ever known. Was with the PO for many happy years but forced to migrate to this awful Shell Broadband. Keep clear of them.
  • Reviewer
    Location
    Aberdeenshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got moved from P.O to Shell. They took over a week to respond to an email with a cut and paste response not answering any of my questions.Stay clear , don't use and I'll be switching if I ever get through to "customer service".
  • Reviewer
    Location
    Abergele
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up to Shell when they were first utility. Wi fi connection kept dripping out. Multiple phone calls and emails resolved nothing. I even said I would contact the ombudsman to get them to sort it out. Finally leaving this terrible company to get fibre broadband. I would not recommend at all. Their service is unreliable and so not worth the money.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
  • Reviewer
    Location
    Ainsdale
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We had Shell broadband fitted on the 13 January 2023 it hasn't worked since the day it went in. If we are lucky we might get 20 minutes a day before it drops out we gave had to telephone calls who could not fix it an engineer called out it worked for 4 hours then dropped out we called another engineer who was booked for the second time to call on the Wednesday but he never turned up phoned Shell who told me they forgot to book the engineer he booked again for Monday. The company will not let me cancel for 30 days or I have to pay £300 to cancel. So 21 days into thus contract we get approximately 20 minutes service. I am now taking legal action against thus absolutely dreadful company. Whatever you do don't take out out a contract out with this diabolical company you will be sorry
  • Reviewer
    Location
    Ainsdale
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had shell energy broadband installed in January 2023 it didn't work for the first month 2 engineers came out and finally found the problem ( router fault) so they swapped it with a new unit .so had no problems till yesterday when I found they had charged me £95 to repair there faulty equipment!!! You couldn't make it up after a 30 minute phone call getting passed from one advisor to the next ( 4 in all ) they agreed to refund the charges because it was there faulty equipment but this will take 30 days. Stay away from this terrible company you have been warned.
  • Reviewer
    Location
    Airdrie
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
  • Reviewer
    Location
    Alconbury Weald
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have spent the best part of 6 hours on the phone. I was awaiting a hub which has never been ordered. Been put through to every department known to man. None of which have been helpful. My current call is now 1hr 15 mins awaiting the retention team even though I’ve never been a costumer
  • Reviewer
    Location
    Aldershot
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service, it has been several weeks of waiting for installation then the engineer turned up and said it was up and running but broadband never worked. They sent another engineer who stated the line was never active and has never worked, plus he cannot fix it. We still do not have broadband as it is constant to and fro with them
  • Reviewer
    Location
    Alfreton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful service if I could give minus stars I would, 3 months of misery tried to cancel contract they want £250 ,How dare they,They are not supplying me a service ,I so wish I had read the reviews from other people,PLEASE DO NOT USE SHELL BROADBAND
  • Reviewer
    Location
    Alfreton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful service if I could give minus stars I would, 3 months of misery tried to cancel contract they want £250 ,How dare they,They are not supplying me a service ,I so wish I had read the reviews from other people,PLEASE DO NOT USE SHELL BROADBAND
  • Reviewer
    Location
    altrincham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      5 stars
    Comments
    3 appointments for the install missed by Shell (3 days wasted holiday)!
    Speed signed up for not what was provided for first month.
    Superfast when eventually supplied - BUT - kept dropping out altogether for days at a time!!! Just what you DON'T need when furloughed...
    Left Shell for a more reliable provider (not skipped a beat since changing over) and Shell charged me £170 for leaving early - for something they couldn't supply regularly!!!
  • Reviewer
    Location
    Altrincham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Promised between 2mbps and 17mbps, never once has it reached over 1.7mbps and upload of 0.3mbps with a latency of 328ms!!! It'd be quicker to get a hamster in a wheel or a boiling kettle to provide the connection. Sign up at your peril.
  • Reviewer
    Location
    ammanford
    Reviewing
    Shell Energy
    Date
    Comments
    absolute shocking service call centres always long wait times broadband is useless and when you do finally get to speak to someone in customer service the attitude is shocking keep clear at all cost these reviews are genuine by everyone
  • Reviewer
    Location
    Ashby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    A disappointment. I applied for broadband with them and only found out I had be turned down on a technical issue when I rang them to check progress with Broadband installation on the 28th Sept.
    I looked but could find no sign of any email from them to tell me this, a decision they made on the 22nd of September. There were different answers about why it was turned down until on the third call I got someone who knew what they doing and explained it without guessing. I did complain but heard nothing for a month and when I did ring up about the complaint nothing had been done. Finally I got a call to sell me broadband! Poor communication and customer service. In my opinion you should stay clear of this company.
  • Reviewer
    Location
    Ashford. Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Diabolical in every respect.They tried to tell they hadn't received my router 2 months after it was returned with a proof of post office receipt. I was in credit when I left Shell for a better service but I again had to ring Shell as they were going to deduct the £35.00 from my credit cheque then whilst on the phone an adviser wavered the £35.00 as they had received the router.
    This morning they did the same to my Mum leaving her so distraught saying they hadn't received her router from when she returned it at the back end of August. She rang about a credit cheque and they said it would be upto 10 days after her initial call on 19th October which today 14th November she still hasn't received it.I rang on my Mum's behalf and again they waivered the £35.00 for the router and her credit cheque will be with her within 10 to 12 days. They wanted my Mum to send the proof of posting receipt for the router because her word wasn't good enough She's 81 years old why would she tell them she'd returned the router if she hadn't.
    Rude advisers without any compassion.
    Honestly they should never of taken over the Post Office homophone and broadband. Shell are not fit for purpose. Avoid at all costs.
    So pleased my Mum and I now get our homophones and Broadband from a much better company.
    Shell Go Do One.
  • Reviewer
    Location
    Aspatria
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    For me the issue with Shell Broadband is mainly their customer service. If will offer you no grace if you need to change contract and it will always be in their favour. They will charge you FOR EVERYTHING. Admin fees, routers, sending routers back. I consider them the easyjet of flying.

    We'll get you there but you have to pay for extra if you want to sit inside the plane :))

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.