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 426 customer ratings since 2020-05-16 (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.

426 Customer Reviews over 11 pages

  • Reviewer
    Location
    Westhoughton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Awful, just Awful, the broadband itself seems ok but the supplied router is useless weak signal after a few feet, continually dropping connections, customer service awful.
  • Reviewer
    Location
    Weymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
  • Reviewer
    Location
    Weymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
  • Reviewer
    Location
    Whitstable
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
  • Reviewer
    Location
    Wigan
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.
  • 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
    Wiltshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Faster and More stable than TalkTalk, which I find strange as its TalkTalk that's actually providing the service. The downside is their cheap routers, which means crap wireless connections
  • Reviewer
    Location
    Wimbledon, London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I don’t have the service yet but simply ordering it has been ridiculous - do I need an engineer, do I not, days and days between anyone picking up the actions on the account including delaying actions until my cooling-off period is over so I can’t cancel. Now looking at an activation date weeks after it should have been if they’d either accurately found out my active line status in the first place, or joined up contacts to me and acted on them quickly. At least most broadband providers wait until you’re actually a customer to let you down. Avoid.
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely abysmal customer service and their internet speed isn't much better. If you move house part way through your deal they start a brand new one to trap you for longer. If you believe your contract ends in a few weeks so ask to cancel rather than start a whole new deal they don't inform you that the contract doesn't end in a few weeks but instead accept the cancellation then charge you over £100 for doing so. Shocking customer service all round
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
  • Reviewer
    Location
    Wisbech
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Hindsight is a wonderful thing. I was with Zen, but migrated to Shell because I'd save a fiver a month. Worst decision ever. My internet is almost unusable. Upload speeds ranging from 0mbps to 3mbps.
    I can't watch youtube, nor facebook videos and as I don't own a television, I watch youtube things instead.
    I managed to call their technical help and discovered that my setup was fine, all the tests I'd done prior to calling them, were fine,swapped filters, turned stuff on and off all to no avail. Changed from their crappo technicolour router back to my decent Fritzbox and still no decent upload speeds.
    Last resort will be tp send a BT engineer to check my setup and get charged £65 when he can't see anything wrong despite already ascertaining that there's nothing wrong. Basically, I went from Zen with decent download *and* upload speeds, to Shell with rubbish upload speeds and it's not their fault. Nothing to do with them. Pay £65 for an engineer.
    Heed this warning. DO NOT go with Shell is Hell broadband.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has to be the worst customer service that I have experienced.
    The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
    What a joke. I've given 1 star as I couldn't submit with zero stars.
  • Reviewer
    Location
    Woodford Green
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been stuck with them for over a year. Broadband speed very slow (8mbps - should be getting 35+). They said there was nothing wrong with it. Eventually I got fed up and paid for BT put in another line. BT coming down at 35 - 45 Mbps. turned out the First Utility engineer had split the wires when connecting the service which led to their dodgy speed. First utility customer service not interested so I paid up the contract and left. Absolutely useless customer service, terrible broadband - I will never use them again.
  • Reviewer
    Location
    Worcester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgraceful.
    Loss land line 11th July. download speed went to 0.4mbps. When finally got through to them - it was if it was my fault. Finally agreed to contact Openreach [ not sure who pays?] who sent an engineer to resolve the problem - good professional. Wife phoned me @ work - and said Shellenergy would only compensate us £3.22p!!!. In addition they confused the DD details with some else, and when the wife corrected them - they said it would take 12 days to set it back up!!!!!

    Will be cancelling contract - for not providing the service - will be sourcing other providers later.

    BE WARNED
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My review is about their pricing. I signed up through Martin Lewis Money Saving for a VAT inclusive deal. But they're charging VAT again on top of the contracted VAT inclusive deal. Although I got them to agree it's incorrect, they've still taken the wrong amount from my bank. I'll win in the end but this is hassle I could do with out. I thought talktalk were bad, this lot is worse. GRRRRRRRRRR.
  • Reviewer
    Location
    york
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you go with this company for Broadband you will pay for something they can't deliver and YOU'll BE SORRY, AVOID this company and its broadband.
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband is okay, is not the fastest but it's quite reliable.
    However I've just realised that Shell has charged me £54.16 for having to send the technician out because they couldn't tell me what to do and what to look for when I was installing the modem. It turns out that they could have told me the lines come from the back of the houses not the front and saved me time and money, but they didn't. How should I have known their lines come from the back of the house?
    Very poor service!!!
  • Reviewer
    Location
    york
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    changed from one bad provider got one just as bad have contacted First utility about the speeds etc, waste of time, paying for some thing I am not getting very, very disappointed. going to change provider when my contract ends soon, would not recommend this service.
  • Reviewer
    Location
    york
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I feel that I am getting a raw deal paying for 38mb only getting 13mb staff don't have any answers I will not renew my contract with them when contract ends. (RUBBISH)
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Just connected this week. Everything worked first time. Had to ring to get Password to connect my own router. A short wait to get an answer built once connected they were very helpful and provided password and checked I had other necessary information. Currently showing a slightly slower connection speed than my previous plusnet connection but still in the 10-day modem optimisation period.
  • Reviewer
    Location
    Yorks
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    Staff are quite helpful but the speed is absolutely woeful and the connection drops frequently. The best thing to do is not sign up at all. Today's average speed is 1.3mbps, my mobile hotspot works better. Not sure how Shell is still able to sell this product, pretty much feels like a scam.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgraceful service ...Useless !

    Having been a BT customer for years I switched to Shell Broadband.
    BT disconnected but no connection to Shell.
    After 5 days without a phone line or broadband Shell just say they are waiting on Openreach to resolve. Now they say it will take another 5 days so 10 days with nothing.

    We live in a poor mobile reception and I have a seriously ill mother who needs contact.

    DO NOT RISK THE CHANGE TO SHELL.....they clearly have no power or authority with Openreach.
    After speaking to one of their managers he just said "there is nothing we can do".
    I would never have switched if I had known !
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID. Shell failed to port my landline number (which I have had for 18 years) and tell me it is now 'lost' forever. Customer service is terrible when it comes to trying to resolve or understand this. Email comms also terrible/absent/inaccurate. AVOID AVOID AVOID.

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.