789 Customer Reviews over 20 pages
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- Location
- Caerphilly
- Reviewing
- Shell Energy
- Date
- 2020-05-06
- Comments
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I can’t comment on the actual broadband as I’ve had to cancel within my 14 day cooling off period. However as far as customer service goes, it was easy to get in touch and on both occasions when I needed to speak with someone, I spoke with Ali who is a credit to the company.
- Location
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- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2021-02-27
- Comments
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By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period.
Please keep our speeds coming at 78mbps download and 20mbps upload. so far so good. No help was needed, easy to setup and easy to connect. I can't thank Shell enough. It has been an easy transfer from our old provider to shell. Great experience so far.
Thank you Shell Energy
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-05-11
- Comments
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Haven’t used customer services as yet. I’ve signed up to super fast + and of this moment 44.6 Mbps down and 6.97 Mbps up so I’m well pleased with Shell so far.
- Location
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- Location
- PE7
- Reviewing
- Shell Energy
- Date
- 2020-11-11
- Comments
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Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money.
- Location
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- Location
- Cheshire
- Reviewing
- Shell Energy
- Date
- 2021-05-14
- Comments
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Couldn't be happier. Get 34MB most of the time and haven't had any connectivity issues
- Location
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- Location
- Leeds
- Reviewing
- Shell Energy
- Date
- 2020-09-16
- Comments
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Best company for speeds and contention.They use TTB as their Network i have used TTB resellers for the last few years and find them very good.
- Location
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- Location
- sunderland
- Reviewing
- Shell Energy
- Date
- 2018-12-28
- Comments
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changed from virgin media was paying 48.00 a month now pay only 27.00 a month for much faster broadband glad i changed should of did it years ago everything very good and good customer service too very happy
- Location
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- Location
- colchester
- Reviewing
- Shell Energy
- Date
- 2018-01-16
- Comments
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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.
- Location
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- Location
- North Ayrshire
- Reviewing
- Shell Energy
- Date
- 2017-09-29
- Comments
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Early days.
We wanted it connected before we left for a break but they were unable to make the date by two days so we contacted them.
The first attempt was not so good as the guy we spoke to said, no worries, we will get someone to call you back within 2 days. SILENCE!
I called back and spoke to a "Zoe". She apologised and then promptly sorted it.
The router arrived early, thanks, Zoe. I was able to configure it to match my old network and on the go live day, up it came and all looks good.
Have not used it much yet but so far, so good.
The call centre staff do, seem, rely on unseen technical staff, Zoe had to ask them a question that I wanted answered. Now it may be a case of "Chinese Whispers" but she was given an incorrect answer.
I will update when I have more use.
Conclusion.
Simple to buy, seems a good price, very helpful staff mostly, works and the company seem to want to keep me happy. Nice.
- Location
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- Location
- Wellingborough
- Reviewing
- Shell Energy
- Date
- 2020-03-06
- Comments
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Only recently installed but pre installation information was top notch, equipment seems reasonable, change over (from previous supplier)was less than 30 minutes, speed is slightly higher than previous. Overall very impressed so far
- Location
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- Location
- gateshead
- Reviewing
- Shell Energy
- Date
- 2018-09-24
- Comments
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been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline numer@first-utility.com) the guy even stayed on the line until router had connected.
anyone who wishes to use own router just go thru to tech and they will assist
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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I switched to Shell Broadband a month ago, and although the broadband has been faultless, I have had a problem with my landline not working. I have spent most of today talking to Shell Customer Service and then the Technical Team, and they have done everything possible to help solve the strange problem without having to risk an OpenReach fee. Multiple remote testing has shown the fault seems to lay with my broadband cable, and they are sending me a new one to try. If not, it will be the router. I have never come across a company employees who are so willing to go the extra mile. Whether we get a conclusion are not, I am so impressed.
- Location
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- Location
- Rushden
- Reviewing
- Shell Energy
- Date
- 2018-09-19
- Comments
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Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service
- Location
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- Location
- burgess hil
- Reviewing
- Shell Energy
- Date
- 2019-10-12
- Comments
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The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
- Location
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- Location
- Ruardean, Forest of Dean
- Reviewing
- Shell Energy
- Date
- 2020-06-13
- Comments
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Switched my Fibre BB from BT to Shell energy, switchover day went without a hitch BT dropped the service at 8 a.m and new service was up an hour later. I do not use the wireless setting on their router as I have my own MESH wireless network. Cannot rate customer service as I have never had to contact them.
- Location
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- Location
- Newton Abbot
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2020-11-08
- Comments
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Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up
- Location
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- Location
- Newton Abbot
- Reviewing
- Shell Energy
- Date
- 2022-04-01
- Comments
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I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
- Location
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- Location
- Wigan
- Reviewing
- Shell Energy
- Date
- 2020-07-29
- Comments
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I have been with Shell Broadband for 18 months paying one of the lowest rates on the market. Their broadband reliability has been excellent with no drop outs at all and although I’m only on the basic broadband the speed is consistently over 10 mb. Their customer service is prompt and courteous and I can recommend them to anyone. I have no complaints at all.
- Location
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- Location
- East Kilbride
- Reviewing
- Shell Energy
- Date
- 2018-07-10
- Comments
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What can I say except that it's the best and cheapest I have ever been with. I love it!
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2021-07-06
- Comments
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I have had no problem with Shell broadband. Customer service very helpful when needed. No extra charges for anything and very affordable. I will have to wait for my 12 month contract finishes to see if I need to swop. But so far - no complaints.
- Location
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- Location
- Cornwall
- Reviewing
- Shell Energy
- Date
- 2018-10-13
- Comments
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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 !
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2017-11-22
- Comments
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Very good, and cost effective, never had an issue, had a fault found out it was an outage in the area, bit annoying but it happens and openreach fixed it.
Also im on the Ultra First, i was advised on estimated speed range, same as all other providers on openreach network, such as BT, Sky, Plusnet.
Ultra First Broadband 34.99 speed up to 76mbps my estimated speed range is 40-67mbps (im not going to expect 76mbps come on guys) it all depends on how far you are from the exhange.
I have no issue with First Utility seems straight forward cheaper then the rest
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2020-12-01
- Comments
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I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.
- Location
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- Location
- Aberystwyth
- Reviewing
- Shell Energy
- Date
- 2018-04-26
- Comments
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Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
- Location
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- Location
- Isle of Wight
- Reviewing
- Shell Energy
- Date
- 2019-11-28
- Comments
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Has turned out to be good broadband for the money.
We did lose our connection one day but that was due to BT´s engineer working on various cable connections out in the road and broke our connection, but repaired it later on.
As far as speed goes, not to bad and for 16 quid per month pretty good all round.
- Location
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- Location
- LARGS
- Reviewing
- Shell Energy
- Date
- 2018-08-11
- Comments
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Had this broadband package about a month now had no problems at all in fact I would say it is better than my BT package that I had before as with BT everything would buffer and that was with superfast fibre with first utility I just have the basic cheapest package and so far its great. I think its just your luck and where you live to be honest.
- Location
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- Location
- Horsham
- Reviewing
- Shell Energy
- Date
- 2020-06-23
- Comments
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Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
Well worth the switch and a happy customer.
- Location
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- Location
- Derbyshire
- Reviewing
- Shell Energy
- Date
- 2019-12-11
- Comments
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Plugged in and worked straight away, excellent speed too. Impressed.
- Location
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- Location
- Dundee
- Reviewing
- Shell Energy
- Date
- 2019-09-22
- Comments
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Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Fast and reliable and the same speeds as BT who i was with for 8 years.
VERY PLEASED.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-22
- Comments
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Nice speeds and netflixs works excellent for me.
A consistence and stable connection for quiet a while now.
Switch over was hassle free and exactly what i was told.
Saving money too. Happy days. xxx
- Location
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- Location
- Rochester
- Reviewing
- Shell Energy
- Date
- 2018-11-19
- Comments
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Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
- Location
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- Location
- Torbay
- Reviewing
- Shell Energy
- Date
- 2020-06-18
- Comments
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Having been on standard broadband with a few resellers (EE, Sky, Post office) I wanted to upgrade to a faster fibre service. One our previous suppliers we'd get disconnecting issues or really poor speeds in the early evening. Signing up with Shell was easy and a good deal, their router appeared a week before 'go live' and was a good bit of kit for a freebie (dual 2.5 and 5GHz Wifi, USB network file access, clear and easy admin panel). On change over day I was emailed at 4am, plugged in the new router and it worked. For the first few days we only got 15Mbps as a top speed (still better than our standard broadband! ever was) but then after a remote reset (part of Shell's line testing/setup) we've been at just under 30Mbps since - which is towards the top end of what we were told. Haven't had to contact customer services (a first when switching suppliers at this address!) so hopefully it'll continue like this.
- Location
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- Location
- Runcorn
- Reviewing
- Shell Energy
- Date
- 2021-07-28
- Comments
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Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
- Location
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- Location
- Bedford
- Reviewing
- Shell Energy
- Date
- 2018-10-18
- Comments
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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.
- Location
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- Location
- west london
- Reviewing
- Shell Energy
- Date
- 2018-01-24
- Comments
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I have to say we are both happy with the service and speed. Friendly and polite. Thank you.
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
- Location
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- Location
- Otley
- Reviewing
- Shell Energy
- Date
- 2020-03-12
- Comments
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It's 2 months since I switched to Shell Energy Broadband on my rural ADSL line. Due to distance from the cabinet / exchange, my speed has never been more than about 2mbps down and 0.5mbps up.
Initial setup on the go live day was fine. The supplied router is plug and play. Make sure you use the RJ11 cable that comes in the box. It is 4 core whereas many other cables are 2 core. I tried a good (shielded, just 25cm) 2 core cable and found that my line speed halved.
While getting the supplied router up and running was a breeze, things get a bit more complicated if you want to use your own hardware. You need your ADSL user name which can be seen in the router's web interface, but the password is hidden. I rang the technical support team who gave me the password over the phone.
My first bill was high than I was expecting which is a bit of a worry when you're dealing with a new supplier. On looking more closely, I'd been billed for about 6 weeks which is why it was more. This could have been communicated more clearly.
The service is working really well for me. I've got broadband that's as good as my previous service with the added benefit of anytime phone calls.
I know about the "disconnection fee" and will surely query this if it's applied when the time comes. OFCOM guidance is that it can only be applied where the provider has actually incurred a fee themselves so as a consumer, you are entitled to ask for proof of this.
- Location
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.