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
    2.2 stars
  • Customer Service
    2.4 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 428 customer ratings since 2020-06-19 (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.

436 Customer Reviews over 11 pages

  • Reviewer
    Location
    Stoke-On-Trent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am a disabled person who has to input my medical blood results every day, these incompetent guys have left me with no phone and no internet and are even trying to charge me £60 for a new line which wasn’t installed. I’m now left with nothing for a week because that’s how long they have said an engineer will take to come out. I do not know the levels of medication I’m meant to take because I cannot input my blood score so this time tomorrow I could be in hospital because I could have taken to much medication or to less and these people at Shell just don’t give a crap so they have left me frightened ***AVOID AVOID AVOID LIKE THE PLAGUE ***
  • Reviewer
    Location
    Stoke-on-Trent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Suffolk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AWFUL - DO NOT USE.
    We swapped from Sky Broadband and it was a massive mistake.
    This was 3 months ago. Wifi drops out all the time, speeds are rubbish (7mb on router, 0.5MB wireless).
    Should have stayed with SKY broadband - didn't have any problems for the 5 years I was with them.
    Tried to get help from them on the phone - waited AN HOUR for someone to answer.
  • 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
    Surrey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I started having my broadband with Shell Energy 26.03.2020 and today 21.04.2020 I have left them. I regretted the decision to go with them because the broadband was inconsistent, cutting out multiple times. I tried to contact Shell but it was impossible as they are extremely busy. Today I had an email to say that I will be charged £111.36 early termination charge. I spoke with a resolutions gentleman, who was polite and understanding, however his senior manager said that they could not waiver the charge. I am thoroughly disgusted and disappointed with their decision.
  • Reviewer
    Location
    Surrey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap.
  • Reviewer
    Location
    Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out.

    Customer service was basically a fifteen minute phone call that resulted in them suggesting I turned it off and on again.

    AVOID AVOID AVOID
  • Reviewer
    Location
    Sutton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely *****! Internet keeps dropping in and out nothing but problems. But quick enough to suspend you when your a few days late with a payment but they can make you go without internet for a week or more!
  • Reviewer
    Location
    Sutton Bridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Sutton Coldfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Just finished an 18 month contract with this useless Broadband supplier. I would not recommend it to anybody. Broadband speeds and downloads are appalling. Phone calls to their Customer service is a complete waste of time. Nothing is ever resolved. Accused of not connecting the router correctly and wanted to charge £65 for an engineer to visit. I had nothing but problems trying to remedy the slow speed and was paying for a service which wasn’t fit for purpose. Now using another provider and the improvement is staggering to what it was with Shell. I do not recommend this company and would advise people to avoid being ripped off and disappointed.
  • Reviewer
    Location
    swansea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!
  • Reviewer
    Location
    Swansea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish, speeds are terrible was told speeds may vary over the first 2 weeks then was told I could not cancel although I was miss sold the package. I was told speeds would be good in my area but I struggle to run a single device the customer service is terrible and now I am stuck with a £150 cancellation fee.
    STAY WELL AWAY DO NOT BUY
  • Reviewer
    Location
    Swansea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bad service.Very bad broadband speed.25mbps..not 37mbps to 67mbps as contract stated.This has happened since I joined Shell Broadband two weeks ago.
  • Reviewer
    Location
    swindon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    I applied for broadband with shell not yet been on line as they have gone pass their date for me to be up and running and still nothing . when I call them I am told give it another day call back tomorrow .the router shows no broadband connection . 3 days still waiting and have to call them back again no good service sorry I joined them with their false advertising
  • Reviewer
    Location
    Tamworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    My broadband went live on Wednesday,whilst I was out the country,so on my return on Saturday I set up my new router etc,but couldn't connect to the internet, it's now Wednesday and still no connection, having phoned them on numerous occasions I'm first told there's an outage,then a walled garden problem,what does any of that mean?? Fobbing me off I think!!! I'm then told it should be sorted in 2 to 3 days,so that's a full week with any internet,missed important emails,missed eBay purchases, internet TV not working etc,how about if I was running an internet business through this connection!!!!
    Extremely poor service,leave well alone,wish I'd never joined them!!!!
  • Reviewer
    Location
    Taunton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.

    When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.

    A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.

    They really don’t seem to care. I will be moving as soon as my contract is up.
  • Reviewer
    Location
    The North
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    OK. I went for the cheap 12 mth deal and now regret it. Switch over was smooth but there are PPP connection losses every day for a few hours. Next time I'll pay a bit more for reliability. Cheap but not worth the lack of reliability.
  • Reviewer
    Location
    The North
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    This is an update to a previous review. The dropouts have stopped and the speed has stabilised at slightly higher than the previous supplier. I'm fine with the switch now. It looks like this in no worse than BT or Sky, just cheaper.
  • Reviewer
    Location
    Thetford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Avoid if you don't want to be stressed!

    Overall satisfaction - I would like to give them 0 stars, because the only thing I have after 1 month of using their broadband is massive stress.

    Customer service - don't try to call their call center, because you'll spend about 30-60 minutes on waiting, sometimes you'll be hanged out by clever call center employee. 2 stars, because at least someone's pretending to solve your problem on online chat. But that's not enough to actually solve it.

    The only way to contact with them is the online chat - but not all the times you'll be able to be connected with any agent, and second problem - in case of no internet connection, online chat will be useless for you.

    Broadband speed - 5 start, because speed and only SPEED is FINE. But that means nothing, if I can't use full speed because of ISP gateway reliability problems.

    Broadband reliability - is a JOKE. There's no any reliability! I have about 40-50 connection timeouts EVERY DAY. Checked any single phone socket, wires and even BT service socket - problem source is outside my flat, in ISP gateway. I've had an engineer appointment for today (18.06) - no one showed up, no one knows in call center what's going on, and I still have the same problem with connection timeouts.

    More than 2 weeks and problem hasn't been solved.

    I've never had any problems with BT Infinity 2 service, but I just wanted to save some money on internet bill, so I've decided to try First Utility.

    That's my punishment I think - for being too greedy.
  • Reviewer
    Location
    Tickencote
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.

    Tried to contact with their customer service. After 2 hours on hold, been hanged out!
  • Reviewer
    Location
    Tonbridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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!
  • Reviewer
    Location
    Torbay
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Shell fibre broadband was reliable and fast.
    Beware £15 end of service fee (even if contract has ended)
  • Reviewer
    Location
    UK
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID LIKE THE PLAGUE!

    One year of no or low connection, intermittent connection, top speeds of 0.8 upload and 5 MB downloads.

    Appalling customer service - unable to contact them via phone (which is expensive), emails ignored, complaints ignored,no ability to leave contract.

    Even after my one-year contract was up, it was impossible to leave! Weeks after requesting that they cease the line, the line is still open and they are still charging me for broadband!

    This company is impossible, infuriating and you should avoid them at all costs - don't say you haven't been warned!

    Quite how they've won a customer satisfaction award for their broadband in 2020 given the number of negative reviews they've received beggars belief.

    I would NEVER recommend Shell to anyone, and would certainly never use them again.

    I have had to resolve my complaint through an ombudsman and still have got nowhere weeks after making it.
  • Reviewer
    Location
    Uxbridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible.
    It doesn’t work and cuts out during the day and late at night
    Sometimes it’s good during the day but seems to stop working all together at 11pm.
    The worst thing is that you can’t get out of the contract which is 18 months long
    As soon as it’s finished I will be returning to sky and I will be much happier with there WiFi
  • Reviewer
    Location
    Wakefield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!
  • Reviewer
    Location
    Wakefield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusting company, poor customer service.

    Wont admit their own faults, try and pass the blame onto someone else then when they are pulled up on it start demanding money for time related charges when you didnt agree to them in the first place
  • Reviewer
    Location
    Wakefield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up Aug 19
    Nothing but trouble, minimal connection, router flashing red. Poor customer support and communication with false promises.

    4/5 of no service but still collecting the direct debit but want to offer a £5 goodwill.

    Avoid at all cost!
  • Reviewer
    Location
    Wakefield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
    They think this is all they have to provide and they (shell) deem this acceptable.
  • Reviewer
    Location
    Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling, appalling, appalling. Just don't go near them. Arrogant and totally useless, how are they in business. I WISH I had reviewed them first. Tied in now with this poor company arghhhh.
  • Reviewer
    Location
    Wales SHEFFIELD
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    DONT USE. Not much better speeds than the old dial up used to be. Definitely DONT GET IN FRONT WITH PAYMENTS. I've been waiting over 4 months for money they owe me. Appalling service!
  • Reviewer
    Location
    Walsall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since she'll took over 1st energy my broadband speed has slowly decreased. Prior to shell energy I was getting 2.5m/sec. Which may not be fast but £17 a month including one rental was ok. Shell upped the price and halfed my speed. Ditch them as soon as you can.
  • Reviewer
    Location
    Welling
    Reviewing
    Shell Energy
    Date
    Comments
    So slow I drop out all the time and working from home I need a reliable broadband... I will be changing providers at the end of my contract .. avoid using Shell
  • 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
    Wellingborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constantly drops. VERY poor speeds. Unusable. And if you complain they just try and upgrade you to a more expenisve package, Use phrases like " well you cant expect it to work on the package you are on". HORRENDOUS. AVOID AT ALL COST.
  • Reviewer
    Location
    west london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have to say we are both happy with the service and speed. Friendly and polite. Thank you.
  • Reviewer
    Location
    West midlanda
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID

    no internet even after ringing up and complaint still no internet. Rang back a couple of days later they will send an engineer out which you have to wait in half the day for and couple be charged for.
    Takes 2 weeks plus to switch company by the time you realise that they are an awful company it's too late your outside your 14 day cooling off period with no I internet an increasing phone data bill and a life dial engineer charge.

    CAN NOT WARN YOU ENOUGH PLEASE AVOID THIS COMPANY
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Only get this off you love alone and use your device within a 20cm radius of the router. Incredibly slow and incredibly unreliable. You are better off paying a little bit extra to go anywhere else.
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Comments
    a few months on and still not receiving estimated speed of 38
    just checked speed and varied between 8 m
    and 31 m
    usually get 20 m ish.
    read reviews then go elsewhere.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    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.

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.