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 37 pages

  • Reviewer
    Location
    essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SHELL HAVE NO STAFF ITS ALL CALL CENTRE AND YOU PAY PER MINUTE TO SPEAK TO THEM, AVOID AS ITS A SCAM!
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Comments
    The internet connection is horrendous. I cannot get wifi when I leave the room that my router is in. The room is only 3.5m wide, but trying to get wifi outside of that range is nigh on impossible. (I'm just in a regular flat, so its not as if I have thick walls that a signal can't get through - the signal can't even pass through an open door!) What an appallingly sub standard product. Unfortunately I'm stuck with them for an 18 month contract.
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Appalling broad band service struggles to get 6Mbps off peak time and no more than one device can reliably connect at any time. Constant calls to customer service were totally waste of time and resulted in being told that the welcome email warned me that average speeds could be this low. I have complained to the watchdog authority and to the Ombudsman as I believe that they are mis selling their service. STAY AWAY FROM THIS COMPANY IF YOU KNOW WHAT'S GOOD FOR YOU
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I started using Shell Broadband in 2023. It didn't start well with poor router equipment, but they did rectify this by sending a couple of router extenders. We moved home early 2024 and I had several discussions with them early December about the move and the importance of it being live by mid-January. I was assured multiple times it would be done. This didn't happen. Several phone calls, emails and personal expense to bridge the gap later we seemed to be getting somewhere with a new date of 1st Feb for activation. I get a call on January 30th to say that they wouldn't be able to provide broadband to my property AT ALL and thus had to cancel the order entirely. Leaving me with no broadband already for 2 weeks, and probably another 2 weeks to activate with someone else. Absolutely diabolical service no matter which department you ended up speaking to. Steer clear.
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    tried to switch from Sky to get cheaper faster broadband. Shell messed up switch, totally incompetent company. customer service total mess, hours of phone calls, internal departments clearly not communicating with eachother. 2 DATA BREACHES!!! stayed with Sky! offered a very small compensation token...they even messed that up!
  • Reviewer
    Location
    Evans
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible, 4 weeks after they said they would connect and still haven't connected me. Internet worked fine with other company and they haven't come to fix whatever they are pretending is wrong, poor manners on phone and they even threatened to hang up the call after I said I'd be losing a complaint. They have even charged meand are not rewinding me for the pleasure of wasting hours of my time and money for 0 Internet after waiting 4 weeks. Someone needs to sue these jokers.
  • Reviewer
    Location
    Exeter
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    Comments
    I signed up,23/11 then cancelled when I found out the 14 day cooling off period ends before I was due to go live! 8/12.
    I did sense customer service genuinely wanted to help, but I'm not staying without a valid (to my mind) cool period especially as Shell are not in the Ofcom compensation scheme
  • Reviewer
    Location
    EXETER
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.
  • Reviewer
    Location
    Exeter
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
  • Reviewer
    Location
    Fairlight
    Reviewing
    Shell Energy
    Date
    Comments
    Shell energy is the worst company I have ever dealt with! Have nothing to do with them... ever! I cannot even recount my horrendous experience with them. They were not my choice. I was transferred to them from Post office. Now with BT who are a breath of fresh air!
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service. I am currently on hold for the last hour. My bills have been irregular and not the amount agreed monthly due to Shell amalgamating with P.O. I should pay £25 pm but was billed nearly £70 over a 2 month period and it should not be my problem if they cannot get their 2 systems to work!! I then spent over 1 hr trying to resolve what is happening. My contract finishes in Dec 22 and I will be looking for another provider!!!!! My advise is DO NOT TOUCH SHELL Broadband!!!!!!!!!!
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constantly crashing every 5/10mins. Takes me 2hrs to watch a 20min prog on now TV. They have admitted they can see it dips constantly (I've kept screenshots) yet it's still the same. Asked to send a pic of my setup....yeah my setup has worked perfectly for every other provider. Perhaps start providing the service you are paid for. Can't even get dates right on emails. Claimed I had a missed payment on Xmas Eve when in actual fact they went in on the 21st for it! Then when you screenshot emails and bank statements and send them they start slavering about 3days to clear. Avoid avoid avoid. If I can get out this contract without being hit with their RIDICULOUS termination AND cease charges I will. I'm off to citizens advice! Why should I pay to terminate a contract THEY are not FULFILLING
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I have used. I have submitted the review regarding their poor customer service a month ago. But this company sent me an email to suspend my usage because I haven't paid the bill. I phoned them and asking why my Direct Debit didn't kick in? They said I haven't got one set up....but I have received an email from them on 12th February with my Direct Debit set up and Guarantee. The service is alive in Middle of March. I do not deserve an email with such threat. Very rude. I don't even care they disconnect the service bet the speed is very slow and do not support my area compare to Virgin Media.

    The email is very unpleasant especially it is their own fault.

    Very poor company, the management is very poor. The speed very slow because I set up the account a month before it went live. So didn't realize that do not support our usage. But already out of the cooling period. Please be careful we have to keep this package as well using our old one. I blame myself for being stupid, I don't want others regret it. Please avoid this company.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Comments
    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 ...

    Can no longer work from home as internet is so appalling ...
  • Reviewer
    Location
    Farncombe
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    I have been robbed of half a months state pension on phoning them because of broadband problems. Took £307.00 from my account without my6 consent and intend to take another £200.00 in October because of same issue. Thieves
  • Reviewer
    Location
    Featherstone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete rubbish at times less than 1/2 mg , or no internet connection.very difficult to contact, speaking to a human not easy! Fail to respond to email complaints , call backs by management promised ( doesn't happen) worst company we have ever had for Broardband , then want to charge penaltys to change to better provider when there supply not fit for purpose.
  • Reviewer
    Location
    Ferndown
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service
  • Reviewer
    Location
    Fife
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Not the best sadly.
    My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
  • Reviewer
    Location
    Finsbury park
    Reviewing
    Shell Energy
    Date
    Comments
    First utility bill worst company ever you over charge me £600 from April 1st to June the 23rd you rip me off gas and electric and you give false reading gas and electric metre which is not mine that I've gave you !am going to report you to the newspaper for ripping customers off I wouldn't recommend your company to anyone I'm doing a review on first utility company! Your service is appalling your staff are rude they don't no how to deal with customers on phone strictly speaking I give you zero for all the stress that you caused me for the short time I was with the company Bad Company
  • Reviewer
    Location
    Folkestone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
  • Reviewer
    Location
    Folkestone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely disgusted, Shell took over all the post office broadband contracts. Firstly they have changed their billing dates and haven't legally notified the customers, secondly they have lost payments during the switch over and are constantly sending overdue letters when there is no debt. Customer service dreadful and left on hold anywhere from half hour plus. Would never recommend this company and in the process of switching broadband suppliers.
  • Reviewer
    Location
    Forest Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
  • Reviewer
    Location
    Froncysyllte
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unable to get WiFi coverage unless seated next to the router.
    Internet is dropping on a daily basis and so without access at all.
    Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
    Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
    Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
  • Reviewer
    Location
    Fulham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So far I've been with Shell for a short period of time having previously been the the Post Office, which was excellent. Unfortunately they handed over to Shell. It's been nothing but a nightmare. Slow, unreliable, customer service queue too long and the final straw.....trying to pay my bill I use the website to view my bill of course before paying. Each time without fail, it didn't recognise my email address, then didn't recognise my password, when I tried again and it accepted both of these, I got a page saying OOPS SOMETHING WENT WRONG, try again later. Tried later, same problems up to an hour trying to get to my bill, finally get there and go to pay and informed "your have no outstanding bills' having only received an email a day before asking me to pay!! So fed up I decided to switch to another provider, who by the way, is far cheaper. Shell had the nerve to try and charge me exit fee of over £100 justifying this by telling me, I could have called, or had a chat, if their website isn't working. I do not pay bills without viewing them first and cannot access this without wasting an hour. Basically they're brushing me off and blaming me instead of fixing they ongoing website problems. This is now becoming the norm for most big companies, I am now in the process of discussing with the Ombudsman.
  • Reviewer
    Location
    Fulham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service has been incredibly disappointing, with consistently poor speeds that make even basic tasks frustratingly slow. It's frustrating to pay for a service that promises high-speed internet, only to receive unreliable and sluggish performance. This broadband connection has been nothing but a headache, causing more stress than convenience. I would not recommend it to anyone looking for reliable internet service.
  • Reviewer
    Location
    Fylde
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got sold over by post office broadband.
    Service went down hill, no connection for days, email telling my new price, then billed roughly £10 more.
    Website is useless, trying to contact them is unnecessarily difficult.
    Avoid them.
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not subscribe to shell they are the world worst company they don't care about you if I could give the o out of ten I would in fact I would rather have piles than subscribe to this lot.
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    So far BLOODY USELESS.
    To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
    1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
    Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
    Wish I had NEVER JOINED!
  • Reviewer
    Location
    Gaskell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    His can you justify a 2 day wait to get my dads phone line back working when he relies on a care line package due to his frail health conditions
  • Reviewer
    Location
    Gateshead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Ended account as put up pricing during a fixed term deal without consent and after cancelling and returning router was charged £35 even with proof of postage.

    Trying to ring this billion pound company is a joke in itself. 30 minutes to get an answer whilst being referred to the online portal or app - which failed constantly to loan.

    Avoid this company like you would Covid.
  • Reviewer
    Location
    gateshead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline numer@first-utility.com) the guy even stayed on the line until router had connected.
    anyone who wishes to use own router just go thru to tech and they will assist
  • Reviewer
    Location
    Glasgiw
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I left the company 3 months ago. I have sent the router back although the company sent me emails telling me they have waived the router fee. Although I felt I had to return it as I did with confirmation they are still hassling me over this. What a useless company. Completely wasting my time and thi4biwnboaoer. They have no cinnubitlcatiin within the company amongst themselves creating a bunch of problems for their customers months after leaving. Can't recommend something I wouldn't even touch with a stick and rubber glover. Avoid at all cost.

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.