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
- Customer Service
- Speed
- Reliability
Based on 377 customer ratings since 2020-01-29 (Show all time ratings)
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.
380 Customer Reviews for Shell Energy
| Reviewer | Location | Reviewing | Date | Ratings |
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I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell |
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| H Appleton | St Helens | Shell Energy | 2021-01-17 | |
Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it! |
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| A Kupper | Tonbridge | Shell Energy | 2020-10-30 | |
Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband! |
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| A Riley | North Devon | Shell Energy | 2021-01-13 | |
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 |
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| Adam | Birmingham | Shell Energy | 2019-10-02 | |
Even 1 star is too much for the terrible service we received. Long story short, we have been their customers for nearly an year, moved to a new house and were promissed quick service at the new place. It then turned out that noone has a record of this and we need to wait for another half month and pay fees. We said we want to cancel and were told we need to pay until the end of the year. The guy shouted at us and hanged up the phone (after 2 hours wait to speak to them). Stay away! |
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| Adrian | London | Shell Energy | 2020-11-09 | |
0 stars for everything.its the worst provider ever hâd before. No speed promised, no support. My internet stop working every 2 hours and starts again after 10-20 min. I made the worst decision swaping from sky to shell. For all the People how maybe Want to choose shell please: DONT DO. |
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| Adriana Nica | new Malden | Shell Energy | 2019-09-18 | |
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. |
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| Alan | Bristol | Shell Energy | 2020-05-11 | |
Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload |
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| Alan Andrews | Stafford | Shell Energy | 2020-01-10 | |
not sure the reviews are accurate |
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| alan bell | milnrow rochdale | Shell Energy | 2018-01-05 | |
What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE. |
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| Alan Daubney | Sutton Bridge | Shell Energy | 2018-01-03 | |
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 |
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| Alan Rossiter | Bristol | Shell Energy | 2020-11-08 | |
User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid |
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| Alastair Kight | Hertfordshire | Shell Energy | 2020-03-19 | |
This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers. |
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| Alexander Coles | England, Maidstone, Kent | Shell Energy | 2020-04-07 | |
This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service! |
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| Alexia | Granato | Shell Energy | 2020-01-31 | |
I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to). |
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| Ali | Kent | Shell Energy | 2018-10-08 | |
Estimated speed on signup to Fast Broadband 7-12MBps actual speed 8.5MBps.However i have speed test results going back years which prove my line now supports 13+MBps so was expecting near top of their quoted range. After over 2 months of emails (and they are slow to respond) they have just gone full circle back to it must be my internal problem. Please note they are a TalkTalk reseller. Avoid both these companies and any other TalkTalk reseller if you want the best speed your line can support. |
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| Allan | West Midlands | Shell Energy | 2019-11-01 | |
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 |
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| Amanda cooper | Bishop Auckland | Shell Energy | 2018-07-27 | |
Extremely slow and unreliable can’t leave the same as the router without it being unreliable. Would not recommend betrer of paying extra and get something better |
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| Andrew Freeman | Birmingham | Shell Energy | 2020-05-19 | |
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... |
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| Andrew Whalley | Davenham Northwich | Shell Energy | 2019-07-23 | |
Internet is appealing ... drops out on the tv every 5 seconds or so ... 1 hour programme, even on non peak time, ends up taking 1.40 hours ... |
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| Andrew Williams | Fareham | Shell Energy | 2019-09-28 | |
Avoid Shell Broadband like the plague. They have awful service with constant drops, they take months to even attempt to fix the issue, more than once they've tried gaslighting me on engineer visits that never happened and they have a very interesting interpretation of OfCom regulations. Like my grandad used to say "buy cheap, pay twice." |
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| Andy | Leicestershire | Shell Energy | 2020-07-16 | |
They are getting money under false pretences in the last 15 minutes the connection has failed 5 times. Netflix is unusable due to the download speeds. Trying to find a customer service number is hopeless I can’t even access my account as I need to reset my password but the system never sends me a reset email. Avoid them like the plague |
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| Andy | Sheffield | Shell Energy | 2019-10-30 | |
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. |
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| Ann | Caerphilly | Shell Energy | 2020-05-06 | |
Rubbish ...... been waiting since 4 November |
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| Ann protheroe | Derbyshire | Shell Energy | 2019-12-06 | |
I have had the Broadband contract for the last 13 months and it will finish in another 5. I have already put into my calendar that I need to look for another Internet provider. |
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| Anna | Southampton | Shell Energy | 2019-01-02 | |
I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you! |
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| Anna Stochaj | Southampton | Shell Energy | 2019-03-12 | |
Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out |
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| Anne Vee | Stoke-on-Trent | Shell Energy | 2020-11-18 | |
AVOID AT ALL COSTS!! |
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| Arif | Manchester | Shell Energy | 2020-10-01 | |
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. |
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| Arthur brittain | Cannock | Shell Energy | 2018-08-06 | |
AVOID AT ALL COSTS - Poor customer service. I applied to join Shell Broadband then cancelled due to poor customer service reviews. Instead of cancelling at my request, the company alleged that I had a poor credit rating and to check with experian, checked with experian and my credit rating is 999 out of 999. So Shell get facts totally wrong, and I have threatened a formal complaint if they do not correct the records. If anyone is thinking of joining - DO NOT JOIN - I am a doctor in a respectable profession - for them to allege a poor credit rating is totally out of order. |
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| Aslan | Mirfield | Shell Energy | 2020-08-07 | |
worst experience ever, very poor customer services & reliability, would not recommend this service |
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| azhar | London | Shell Energy | 2018-01-30 | |
(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. |
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| B | Central Scotland | Shell Energy | 2018-07-25 | |
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. |
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| Barks | Devon | Shell Energy | 2018-10-06 | |
Has turned out to be good broadband for the money. |
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| Barry Hobbs | Isle of Wight | Shell Energy | 2019-11-28 | |
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. |
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| Ben | Torbay | Shell Energy | 2020-06-18 | |
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. |
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| Brandon | Shell Energy | 2018-06-28 | ||
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 |
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| Brenda Sowden | Rushden | Shell Energy | 2018-09-19 | |
Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter. |
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| Brian | Falkirk | Shell Energy | 2019-02-21 | |
low broadband speed and when I brought they said the would be up to 17 but I get less than 5 if they told me it was less than I would went some else with better speed |
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| brian innes | dorchester walk | Shell Energy | 2017-11-12 | |
From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee. |
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| Calvin | Glasgow | Shell Energy | 2020-10-23 | |
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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.
