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 272 customer ratings since 2023-05-22 (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 147 pages

  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Comments
    I was with Shell Energy broadband and switched from them to a new service provider because I was not happy with their service. They continued to charge me after I had switched and when I questioned this they told me that my new service provider did not tell them of my switch so it was their fault and that they were totally responsible for the sum I had incurred. However, having spoken to my new service provider they told me that as I had switched from a copper line to full fibre they would not have told shell as it would not be the same line. Meanwhile, Shell customer service stuck to their guns and told me basically that I must pay the bill. They were unsympathetic, and absolutely just wanted their money regardless of the fact that I had not been using their service for over a month. My new service provider was ever so kind and due to the way I was treated by Shell broadband offered me a discount on my next bill in kind which they were not even obliged to do. I am thankful for good-hearted people. That's what we need more of in the world.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible. I have a fault with the line outside of my home which is an Openreach issue I've had since before I moved to Shell. The issue with Shell is that although they have notes showing that the fault is external (copper joint fault) and their line tests come back with the same result every time I call they still ask me to do checks on my setup. I've worked in Broadband Tech Support for over 12 years and even though I give them all of the information they need to resolve the issue quickly I still have to sit and go through their script. These aren't broadband experts who know what they're talking about, they're monkeys following a script.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Shell Energy
    Date
    Comments
    The customer service is appauling,broadband unreliable was so bad had to cancel the contract within a month.Awful experience.
    I was hoping to safe some money from Sky but huge mistake.
  • Reviewer
    Location
    Clowne, Chesterfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT USE THIS COMPANY

    An absolute joke when it comes to customer service,
    My Broadband was ment to go live on 4th Sept,
    4 days later nothing !
    Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live
    Agent asked me to unscrew faceplate at wall and try and connect inside,
    Never heard anything like this ever,
    Then told an engineer would call a few days later but he never showed up,
    When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,
    Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,
    Something told me he was at it,
    Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,
    When I threatened to cancel they assured me I’d get router within 48hrs which I did,
    Again it didn’t work, closer inspection it was another refurbished one,
    Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,
    I’ve had no service from day 1 and very poor customer service,
    At that point I said I would be paying nothing and proceeded to cancel DD,

    This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,

    Worse two weeks of my life ever.
  • Reviewer
    Location
    matlock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would not recommend shell energy broadband and phone to anyone , Had no problem at all with the Post Office. but when Shell took over they cut me off and sent a engineer out to check my router and said that I wanted a new one when in actual fact it still worked as I tried it before sending it back They told me that I could upgrade to superfast fibre and the contract would last 18 months at a cost of around £29 but every time I receive a a paper bill it has gone up and the last one that I got was £44 , I spent 1 hour 45 minutes on the phone just to hear music playing so I hung up after getting an head ache the day after I hung up after 30 minutes.I received a letter telling me that a charge of £2.25 for a paper bill it stated that the charge would be taken on the 11 of September if I did not contact them by the 30th of august I received the letter on the 11th of September.funny how when you need to contact Shell for joining it is dead easy to get in touch with them but try getting in touch with a problem and see what happens I am considering just cancelling my direct debit payments because it seems to me that the contract is not worth the paper its wrote on , I cannot even get through by using the computer they are a dreadful outfit .
  • 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
    Pontypridd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Painfully slow at times. Not very reliable either. If I knew then what I know now I would probably give my business to another company. I do not get the promised speeds most of the time. They are cheap though.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Transferred from Post Office broadband. After being a customer for over 10 years.

    My review of Shelly Energy Broadband:
    Overall good value & service.

    Great internet speeds

    Customer service times, does need some improvements. I've found the best way to contact them is through the "live chat" on the website.

    Internet has gone down a couple times, however customer services are good at tying to find the issue.

    They are one of the only broadband providers that still don't require you to have a direct debit with them.
    So bills can be paid in person at the post office.
    Or through there website.
  • Reviewer
    Location
    Bradford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hadn’t even got to the installation stage! Booked onto Shell Energy Broadband after buying our tv through Curry’s & also needing broadband to move into our new house, we booked this on the 15th, they processed our order on the 16th/17th, we were blissfully unaware of the rest to unfold…we weren’t sent any communications so I called them, I was told there were delays with openreach (no actual given reason) but our go live date was still going ahead. Go live date was the 1st of September 2023 it got to this date & by this point, we had not received our router in the post or had any contact from Shell. I waited the 8am-8pm & still no sign of anything, after numerous calls & excuses, our router wasn’t even sent out, so I’m not sure they even had the intention of a go live date being kept. After having waited 3 and a half weeks altogether with the promise to go live, I’ve had to cancel, I’ve also used up all my phone data having to work from home, and now I’m waiting another 2 weeks for another service provider, thanks for nothing Shell.

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.