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
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 606 customer ratings since 2021-08-16 (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.

886 Customer Reviews over 23 pages

  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
  • 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
    Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It was slow then it was still post office didn't think it could getting any slower boy was I WRONG. It is the slowest internet iv ever had. Constantly cutting out. I'm so glad my contract ends this month so I can leave. DO NOT GO WITH SHELL ENERGY unless3you like banging your head against a brick wall.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute thieves. Worst provider experience in 20 years of home broadband use. Average 7-10 disconnects per day up to 5 minutes each making home working impossible, and have the nerve to charge 18 months early exit fee.
  • Reviewer
    Location
    Duns
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Literally the worst and most expensive boradband provider I have ever had the misfortune of using. Terrible and rude customer service. Huge expense for the new router. Drop outs are endless. Dont even bother trying to explain anything to the staff as they are terribly rude and offer no help. If I was them I would stick to destroying the planet by drilling for oil. DO NOT go with Shell.
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband from Shell energy is the worst broadband we have ever used. The wireless router is so unreliable, Shell Energy advised us to use wires throughout the house!!! The signal is totally unreliable, as it comes and goes between 2-10 times per day. It's a terrible broadband facility and I cannot wait to get out of this contract. Only 9 and a half months to go. Please don't set up a contract with Shell Energy, unless you want no end of disturbances and stress. It's the worst broadband decision we have ever made
  • Reviewer
    Location
    Sidcup
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Customer service appalling. Broadband reliability non existent. Patronising customer service
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful company in every way. Been with them 4 months so far, still no connection to the internet, they will trap you into more charges in every way they can. Avoid getting into a contract or engineer visit, is going to end up costing me hundreds for nothing but stress, no connection & extremely poor customer service. Believe nothing they say….
  • Reviewer
    Location
    Kelly
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worse company I have ever come across , appalling customer service they have no idea about broad band and constantly huff and puff on phone before conveniently being cut off , tried to persuade me to buy extra connectors costing over £8p to help with my wireless problem but when the engineer from BT came out they confirmed that Shell had turned my wireless connection off purposely. Please avoid avoid avoid . I cancelled eventually due to no internet service at all !!!!’
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    NO stars for this company, it is shame not having no stars! The 4 people I have got in touch do not have any idea how to resolve problems apart than cancelling my order! Really bad
  • Reviewer
    Location
    Wrexham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The wifi signal has limited range compared to BT. Once I am on my patio, signal drops. I used to be able to access wifi anywhere in house and garden with BT. Also Shell blocks the use of 18866 service for cheaper international calls. Customer service were not able to resolve these issues. I am sorry I moved to a cheaper but poorer provider.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
    Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
    We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
    They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.

    The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
    Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst provider ever, customer service is diabolical.
  • Reviewer
    Location
    West sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    WORST BB service provide. They send out faulty equipment and try to charge you for it. Never received broad band very slow to repair and customer services over the phone is appalling. Don't waste your time, the offer is to good to be true. Not even worth the 1 star.
  • Reviewer
    Location
    Brierley Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I do not recommend crooks do not keep their word. They impose additional fees.
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    AVOID
    This was the worst broadband experience I have ever had in my entire nearly 40 years long life.
    Avoid Shell energy as a provider. They have a micro additional charge for everything. They lack basic services like changing a name on a contract. Customer care doesn't even listen to you when you query something. There was no single day when the internet would just break for some period of time. Often restarting the router wouldn't do anything. Speed was pathetic up to 6Mbs while promise was 20Mbs. also the cost £31 pm for an absolute joke of a service. I am immensely relieved I can cancel. Never looked forward to changing the provider so eagerly.
    At the end you also have to post back the router.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst company I have ever dealt with. 10 months with broadband so slow and unreliable I have to turn WiFi of on my phone to get internet. Customer service have no interest in fulfilling the contract. Horrible people and a horrible company. I don't understand how they are allowed to trade like this.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid avoid avoid the worst company I have ever had the misfortune to deal with. Unhelpfull and rude customer care team, non existent connection then had the ordasity to demand £315 cancellation fee for not receiving a service.
    One star is too good for this company my advice is to look for a different provider.
  • Reviewer
    Location
    Runcorn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Absolute rubbish.paid for higher speed and it's exactly the same
    It's a big con
  • 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
    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
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appallingly poor service from a company whose staff seem trained specifically to argue with customers on every point instead of listening to their concerns and addressing the issue diligently an fairly. They've tried to walk all over my consumer rights, despite admitting their many errors and "service failures" and their staff have been plain rude most of the time. I would love to see their reporting statistics because they failed in all of their callbacks to me up until I escalated the issue to their executive team. My best advice to anyone with an issue is to look at the Consumer Rights Act 2015 and the things a company must do when it cannot meet it's own obligations under a contract.
  • Reviewer
    Location
    AXBRIDGE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I just moved from shell broadband,started with new suppler on 8/o3/2021 had to have new connection fitted for super fast broadband,shell are going to bill until the 25th April, what a scam ..Have to pay for 2 suppliers at the same time ..
  • 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
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Recently spent over an hour on a phone call to Shell Energy to let them know I was moving house. I was informed that I owed them £180!!! Cancellation charges apparently because I wasn’t transferring the internet to my partners house as he already has internet with Sky! I complained and got the charges reduced to £80. Read the small print and the “27” pages of terms and conditions folks! Better still find another internet provider. I certainly won’t be going back
  • Reviewer
    Location
    Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you like wasting your money on things like me clearly! SHELL IS THE WAY! I’m thinking maybe there’s a old paggered hamster in my Wifi box on a wheel? Because this speed is terrible! And trying to speak to the customer service is like trying to get blood out of stone! Absolutely shocking, get my WiFi sorted or I will be battering one of your staff on the street with the ROUTER!
  • Reviewer
    Location
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DREADFUL .Constantly buffering.if I watch a live football game,it buffers that much I'm still watching 10 minutes after the final whistle.complained and they said I had too many devices on at once.they ran a speed check and said I was getting 19.5 maps. Lucky to get more than 15mbps. But its the constant buffering and lost connections that irritates . Regret signing up with these guys .
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I haven't had useable broadband since signing with shell. No smart TV, no software updates, no doorbell alerts, no surveylance cameras, no netflix. Even to the extent that I have to switch off WiFi on my phone to use internet. Month 9 now of paying for something that they have no intention of supplying. Don't make the same mistake I did. This company are basically fraudulent theiving scum.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.

    Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.

    The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.

    To sum up:

    Shell Energy Retail Ltd can't connect phone lines
    Shell Energy Retail Ltd won't connect phone lines
    Shell Energy Retail Ltd can't make phone calls
    Shell Energy Retail Ltd can't receive messages on an answerphone

    AVOID AVOID AVOID this company at all costs.
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell took over THE Postoffice Broadband. Since unable to reach sites i had been dealing with for years? No prior information or prior warning that maintenance, was been carried out. Hence no access to my broadband to carry out my daily Business with customers i have. Crap company.
  • Reviewer
    Location
    Bolton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I’ve been with Shell Broadband for 20 months. In this time I moved house and apparently they can’t move my broadband but can only sign me up on a new 18 month contract despite only having 3 months left. They did this last time I moved and I agreed. This time I’ve checked and there are several providers who are £10 a month cheaper. So I now have to pay for 3 months service I won’t use. I will never sign up to any shell products again and also advise EVERYONE TO AVOID!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor reliability, very very poor customer service and complaint handling is basically claiming issues don’t exist or are the customers fault. Stay well clear
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Atrocious speed, intermittent connection and the worst customer services I have ever experienced. It's taken 9 months for them to put some effort into improving my connection. I doubt they would have done that but for the bad reviews I given them on sites like this.
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Comments
    AVOID SHELL ENERGY LIKE THE PLAGUE!!! we were with another company for 5 years and never had an issue, as soon as shell took over we magically suddenly owed them 100s of £££ for one years usage, at first call they admitted it must be fault but two years later the issue is still unresolved. Nobody will take any further responsibility for it being wrong and our owing is now over £3,000 because we cabt afford to pay them what thry demand monthly, they are SO unhelpful that we now just refuse to make any payments at all, they ring, text and email multiple times a day which is aggressive and harrrassing. During the pandemic its responsibile for all my mental health and depression issues, we feel completely trapped by them with absolutely no way out, I REFUSE to pay money we dont have and that we didn't spend in the first place. All you have to do is join all the shell company Facebook groups to see this is a frequent scam they seem to employ on unsuspecting previously loyal and well paying people, i didnt ask to be signed up to shell and now we are stuck with this TERRIBLE company forever! Shame on you. One day your constant harrassment will be the end of me.
  • Reviewer
    Location
    Dagenhsm
    Reviewing
    Shell Energy
    Date
    Comments
    The serve with shell went live on the 39th october the service was not fit for service the internet keep cutting out and buffing I recieved the first bill within 6 days after activation which was higher then agreed I was never told the first bill would be high contacted shell fault was not rectify I cancelled within the 14 days of activation i was harrested with phone calls details sent to dept collector every complaint I made was closed before i was satisfied or resolution would not recommend the company to anyone
  • Reviewer
    Location
    Coventry
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I've ever had the misfortune of dealing with.
    They try to walk over your consumer rights.£300+ bill and never searched anything and never made a phone call.
    Should be closed down straightaway.
  • Reviewer
    Location
    Coventry
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid this company.
    Given start date.Nothing happened.Told them waited 24 hours nothing.No phone no broadband.
    So cancelled it.They now want a years worth of internet and phone paying for.Jokers
  • Reviewer
    Location
    Markfield Leicestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Signed up with an 18 month contract at 38Mbps and although the first 7 months speeds were fine, last couple of days the service is very slow. Just checked and only 11.02Mbps. Poor service would not recommend
  • Reviewer
    Location
    Cardiff
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Genuinely the worse company I have ever dealt with. Do NOT go to this company for Broadband. No service for a month and clueless advisors who could not help in any way. Very poor service technically and bad responsiveness. Save yourself a lot of heartache and go elsewhere. I had no service at all and they blamed me for needing higher speeds for working from home.
  • Reviewer
    Location
    Clapham North
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I had never entered into a contract with Shell Energy, the cheap price is there for a reason. The Internet is so slow and the signal is super weak. In doesn't reach all areas of my tiny 2 bedroom flat.

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.