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
    1.6 stars

Based on 253 customer ratings since 2023-06-17 (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.

1,469 Customer Reviews over 37 pages

  • Reviewer
    Location
    Caerphilly
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Dulverton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with Shell for about 9 months.
    I had a fault at the cabinet a while back, I got hold of a lady at the support desk quickly. She found the fault and got Openreach to repair it.
    Apart from this it works. Their portal is ok. The price is good.
  • Reviewer
    Location
    Nuneaton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    PE7
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Couldn't be happier. Get 34MB most of the time and haven't had any connectivity issues
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    sunderland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    North Ayrshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Wellingborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Moved over from BT and “go live” date was missed and was without internet for 14 days. Open reach did not complete work in time for go live date but Shell kept in contact, raised issue and compensated £8 a day for the issue. Dealt with very well.
    Connection is excellent and being part of Open Reach network should mean same as other providers such as BT which I left. Currently getting faster more consistent connection than before.
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    There are some dreadful reviews here but I can only say it as I’ve found. After a couple of weeks of drop outs (which didn’t effect my broadband only my printer), they sent me a new router which was fine, I happened to mention I had a weak signal in my garage and they sent me two Deco Mesh units free of charge… I get 57 meg all over the house including the garage, all for £23.99/month, so overall I’m happy, I’m on a two year contract, I don’t think I’ll be paying the £45/month after the initial two years, I’ll be shopping around to see what’s on offer!
  • Reviewer
    Location
    Brighton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far great! OpenReach installed the fibre from the pole outside. Guy did a very neat job. I managed to connect my google nest directly to the fibre termination box. Speed is between 850 and 901. No complaints at all! Half the price of virgin.
  • Reviewer
    Location
    gateshead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My sister in law is struggling to make ends meet and is trying to reduce outgoings. Although not eligible for best shell offer as she is already a customer, she rang them, explaining her problems and they came back with a really good deal. Well done Shell broadband. You have helped save her Xmas.
  • Reviewer
    Location
    Rushden
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    burgess hil
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
  • Reviewer
    Location
    Ruardean, Forest of Dean
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Harrow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very good service, I would recommend to my partner as well
  • Reviewer
    Location
    Rochdale
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    At first I thought this wifi would be really bad but when I got it, it worked just fine and with the speed of 72mbps which is pretty good it depends on where you live so it might not worth for your area
  • Reviewer
    Location
    Newton Abbot
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Newton Abbot
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Wigan
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Farncombe
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    I have been robbed of half a months state pension on phoning them because of broadband problems. Took £307.00 from my account without my6 consent and intend to take another £200.00 in October because of same issue. Thieves
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best
  • Reviewer
    Location
    East Kilbride
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    What can I say except that it's the best and cheapest I have ever been with. I love it!
  • Reviewer
    Location
    County Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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 !
  • Reviewer
    Location
    Nottd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Ramsgate Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Since Shell took over from The Post Office I've had no problems at all. Good speed and reliable broadband
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    so far a very good service all round
  • 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
    Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been using Shell Broadband since early November. The router arrived a few days before activation and set up was easy. I have had no problems since. Consequently I haven’t used their Customer Service so I gave them 5 stars.
  • Reviewer
    Location
    Leighton Buzzard
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was put on Shell Energy after Postoffice gave up their broadband services. I've never had any issues
  • Reviewer
    Location
    Isle of Wight
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.

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.