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

Based on 206 customer ratings since 2018-11-19 (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.

184 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shell Energy  
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!
Shell Energy  
Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Aberystwyth Shell Energy  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Airdrie Shell Energy  
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.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Altrincham Shell Energy  
Coming from a measured 40Mbps BT fibre to First Utility Standard Broadband.
The activation date was set for 4th of Dec 2018.
From the start the speed was comparable to dialup modem pace: 0.3Mbps to 0.4Mbps. I gave it a couple of days and it was still running those speeds. Their website insinuates they have a chat feature, giving you the impression you will be chatting to a human being, except you are not. There are only a few set responses, none of which are useful.
It is very difficult to get hold of a contact telephone number. I did manage to find an email address (broadband.support@first-utility.com). I emailed through my concerns and issue along with a screenshot of the my speed test.
On the 6th of December I did manage to find a telephone number in the end.(01926 320700). A recorded message immediately says that they are experienceing a high call volume today. I have now realised that this high call volume message is permanent, which you can draw your conclusions from. I got through to Techsupport, who unsurprisingly said it was the first 10 days of the contract and that the line would speed up.
On the 11th of Decemeber I called again and I explained to the agent the issue and he agreed the BB was running slow and with errors. Pointing out that I had reported this via email he then managed to find my email, and having seen my speed test took the opportunity to ask for a further 2 test over the course of the next two days.
On the 13th of Decemeber I called again. The agent explained that Openreach had been notified of the issue on my line and that it might take 24hrs to 48hrs get a response from them and something about we have to be sure that the line has got a problem before they have a look at things.
On the 15th of December I called again. The agent did not seem to bothered about reading the case notes, but decided to run through some troubleshooting steps. They were: Turn the router off. Reset the router using a pin. Pulling the RJ11 out of the socket. The agent then concluded there was sufficient evidence that a site engineer was required. The visiting windows of Morning or Afternoon would need to be chosen and I explained that I would need time to get home. It was explained that the engineer might call up 30mins before, but it was not guaranteed, and that if I was not at home I would be charged. Having scared me by saying I should be ‘working with’ to fix the BB issue I concluded that the agent was using the engineer visit tactic to make me feel the BB issue was moving along so I chose to change the subject and asked the agent to read the case notes of my problem; nb the first thing a TS agent should be doing before working on a problem for obvious reasons. She then changed tack and said Openreach were aware of my BB problem and acknowledged there was an issue with the line. I told her I would call back on Monday.
On the 17th I called for an update. I was told that Openreach would make a site visit, but I was not required to be present. Apparently they would walk around my street and make a visual inspection.
On the 19th of December I received an email requesting for a site visit. I need to provide 3 times of availablity and need to pay attention to TRC’s (Time Related Charges) These are charges that I need to pay so First Utility can recover any unneccessary Openreach engineer’s time. Keep in mind their first TRC is: If no fault is found at the time of appointment. Considering I came from a working BT infinity service, I suspect no fault will be found, and again I am suspicious as to why they appear to be wanting to send an engineer around other to make it appear things are moving forward with the fault.
I have reluctantly made a complaint to first utility. And will be waiting for first contact from a member of their ‘dedicated’ first utility complaints team.
Although the communication between myself and first utility has been civil, I can not help feeling this company have a typical 1990’s style of customer service. First Utility; probably not first.
Basildon Shell Energy  
Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Bedford Shell Energy  
just started with them with first bill,they have put vat at the end of the bill? is this right? talked to them cant get a positive answer , not had this with any previous supplier, not in the small print about this,feel conned ? buyer beware.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
BENFLEET Shell Energy  
The speeds provided will not even stream a Youtube video. Rang up to complain and did not get a call back for 6 weeks. Customer service is non existent. Avoid at all costs, these are by far the worst broadband provider in the UK
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Shell Energy  
My internet is not very good. Always buffering. Stopping. And not very fast
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Shell Energy  
Complete and utter rubbish. No one wants to help, they then promise to ring back and never ever do. We have not had internet for over 5 weeks now
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bishop Auckland Shell Energy  
Terrible broadband connection low speed or no speed. Terrible customer service with watertight contract they will rip your pans off if you leave them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn 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  
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  
An utterly horrendous company to deal with - they are only interested in getting as much money out of customers as possible. They screwed up the initial contract charging me hundreds of pounds for phone calls when I had requested an 'anytime' call package. I left them and they kept sending me bills when I had a new ISP. A nightmare to get sorted - a nightmare company to be avouided AT ANY COST. You have been warned !!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bothwell 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  
Closed my account within an hour of opening due to reviews. Now I'm getting emails saying I owe different amounts. 5 calls 5 different locations put through to no one wishes to help. Totally appauling stay clear!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bridgend Shell Energy  
ABSOLUTELY APPALLING SERVICE, for the 1st month of using this sham balls of a service my Wi-Fi was down for 2 weeks, I was promised a month free which was not good enough from the start. they sent out an engineer after the 5th phone call to complain and I was told I would not be charged for this as this was a fault of their own, I have just had my bill come through and SHOCK I have still not had the free month taken off and I have been smacked with a £54 bill for the engineer I was PROMISED I would not have to pay for, AVOID THIS COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
brighton Shell Energy  
I've just left, and they charged me £80 early leaving fee.

Been with then 6 months, and had nothing but trouble. You cant log into your account because the did not send a user name or password, I asked if I could have a new password and user name, and was told 'NO'.

I wanted to add calling features like caller display and call forwarding, I was told 'NO', I eventually got caller display, but it was a right game, had to go through customer services, which is a joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Shell Energy  
The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
burgess hil Shell Energy  
Don't use if you want to ever think you might need to contact customer service. It's a joke. Takes nearly 5 minutes to even join the queue and then for ever to actually talk to anyone. If you are unlucky you then are put in another queue. Customer service is nonexistent
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burnley Shell Energy  
Don't use this company if you think you might need customer service. Almost impossible to contact unless you are prepared to spend ages on the phone and listen to dreadful music. Email does not work.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Burnley Shell Energy  
Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Burscough Shell Energy  
Quite possibly.the worst thing you can do is change to first utility broadband, chat to them about problems & they say we will update you...they never get back to you.if you prone to let them know of a problem.... You're charged for the call.a new provider with.i guess,no infrastructure& no experience,launched before everything was in place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cannock Shell Energy  
(First are just a TalkTalk reseller by the way). The ISP that doesn't supply you with the password for your own broadband. The PPPoA password is preinstalled on the router and hidden from you, ok. Want to change from their cheap, disfunctional router? You'll need the password, obviously. Try emailing customer service and they will systematically ignore repeated requests to supply you with your own password. To the extent that it is now being taken to an ADR. Quite surreal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Central Scotland Shell Energy  
Excellent speeds and connection.
Very happy.
Thank you.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chadwell heath 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  
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  
Cant believe we were sucked in to signing up for broadband with First Utility. We were told we were getting like for like deal that we had with EE and that the price we pay would never go up. Guess what?? The deal didn't include calls to mobiles like EE and the price went up straight away. And the actual connection is shockingly bad. Speed fluctuates so much and almost daily the connection disappears. DO NOT SIGN UP WITB FIRST UTILITY. So I tried phoning customer services and guess what? Couldn't get through, just got put on hold for ages. EE customer service was 2nd to none. And to leave I'm probably going to have to pay a fee. Absolutely gutted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Colchester Shell Energy  
good solid connection and a lot cheaper as there's no TV advertising to pay for.BT spend the most on advertising so this accounts for the big price difference.
Looking forward to saving thousands over the next ten years plus.
If you don't switch you will never know or save.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
colchester Shell Energy  
So bad broadband I have submitted at least 10 speed tests for their attention but still no good .Happy to take money ,spend your money elsewhere!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Consett Shell Energy  
4 days in and no connection, poor customer service, an engineer booked who didn't arrive, don't even know when we are going to connected. Cool off period is a joke as it ends before the contract starts. Offcomm need to take them to task.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Shell Energy  
Prior to switching I had had fibre with Sky for 3 years with no issues and was getting a speed of between 67mb and 71mb. Switched to Shells equivalent package (Superfast Fibre Plus) so should be getting exactly the same speed; however, I am now getting between 29mb and 38mb. Pathetic! Have tried to call their customer services but gave up after being on hold for 28 minutes. Already counting the days until my contract ends and I can switch back to a decent provider.
  • Reliability
    3 stars
Cornwall Shell Energy  
Was very dubious joining this company for broadband after reading the reviews. But I went ahead anyway and well. What can I say. Faster speed than I had with sky. Reliability is brilliant. Online gaming has become fluent and no disruption at all. I highly recommend first utility !
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cornwall Shell Energy  
Awful, awful broadband!!! I never usually leave bad reviews but I feel I should on this occasion. Like other reviews we were told when we changed over it'd be the same speed as our original supplier but cheaper. It's absolutely disgusting. So bad sometimes netflix won't load properly. Customer services are a disgrace as well on the phone for nearly 50 minutes then was told basically there's nothing wrong with the speed, sent us a speed checker of theirs and same speed as the test we done! Oh and when I used the ring back service no one rang back, I've reported this company to the ombudsman, I don't see why we should be paying for a service we aren't receiving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
County Durham Shell Energy  
1.8mb/s internet Speed. Contract will be cancelled asap
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Coventry 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  
AVOID THIS HORRIFIC COMPANY!!!!! by a mile the most incompetent,rude and underhanded company i have ever dealt with. where to start?? i was told i wouldn't pay an installation fee with my broadband i was charged 60 pounds anyway without even telling me 3 months later i still haven't been refunded even though they swear blind they've done it. they changed my gas meter readings and charged me £150 gas just for march tried ringing up no help whatsoever basically told theirs nothing they can do. i live in a 1 bed flat its impossible to use that much gas.my electricity tariff was a fixed term of 52 pounds a months for a year they then after around three months start charging me very high random amounts once again with no notification. i phoned to complain and opened a sales investigation a fortnight later i phoned as i still didnt hear anything they told me the sales investigation had been closed because quote " the sales team will just try to get a sale your actual agreement we send to you by email" which as you might of guessed i never received. To sum it all up first utility really are scumbags they will do anything to squeeze every penny they can out of you for the worst service you can imagine if you value your money and your sanity steer well clear of these cockroaches
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
derby 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  
The biggest issues with the company that I've experienced are a rubbish router and poor customer service. I was paying BT a fortune so decided it was time to change providers, the second I switched to FU (how ironic) the performance dropped to zero. I'm supposed to be on the 35Mbps product, but I couldn't even get a stable connection to Netflix servers let alone actually watch a programme or film from start to finish.

I raised the complaint immediately and it took them a couple of weeks to even respond. It's clear they allocate your message to a new advisor each time you respond, as it's like you're starting again from scratch. About two months into trying to resolve and getting nowhere, I got an email from one first-class complaints advisor who stated "there is no issue". Okay mate, nice one. Another advisor stated "we can send someone around to check your hardware, but you'll probably have to pay for it". Not happening.

So this morning, granted my TV and phone are both WiFi and will have been potentially doing their own thing in the background, but I'm trying to load a webpage on my laptop and it's like dial-up over a modem in the 90s. So I run a speedcheck through a website and it gives me 0.32Mbps, absolutely laughable. I live in a 1 bed flat and the router has to be in the kitchen because that's where the master socket is, so I went and sat on the kitchen floor and to be fair, it did then manage a lightning fast 7Mbps (of the 35 that I'm paying for). I turned my TV and phone off, and ran a wired connection into my laptop, and did finally manage to get 32Mpbs out of it. Unplugged the cable and again, sat a foot from the router and with no other devices switched on except a fridge, the speed dropped to 12Mbps.

In conclusion, the router is dog-poop - this is despite the fact that the one half decent thing one of their advisors has done is send me an "upgraded" router. If this is the best they can manage, I'd a) factor the price of your own router into the deal you're looking at, or b) just go elsewhere. I considered looking up the settings and then trying to get my BT router set up to connect to their network instead, but their website is unsurprisingly rubbish and I absolutely dread the prospect of phoning them up and having to speak to them, given the experience so far. I certainly won't be staying with them beyond the end of this contract.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Devon 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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