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
    Bedford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was very dubious joining this company for broadband after reading the reviews. But I went ahead anyway and well. What can I say. Faster speed than I had with sky. Reliability is brilliant. Online gaming has become fluent and no disruption at all. I highly recommend first utility !
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to).
    Internet was intermittent for months at my new address. It should have been around 25-30mbps but was more like 3mbps. After months of complaint and finally threat that I would leave, they finally pulled their socks up and started asking OpenReach to come over and sort out the issues.
    They agreed to recompensate me for the really poor service for I think what was around 4-5 months with a month-and-a-half refund. OK not the happiest, but I accepted it was all they were willing to offer. 2 months later, I start to get emails that I was behind on payments due to the 1.5 months that I had not paid. I was a little tired of this so I asked the person on the phone how long I had left on my contract and was surprised that it worked out that I was an 18-month contract since moving and not a 15.
    I asked them to investigate the conversation I had with the person who arranged for the internet to be set up at my new residence (because all calls are recorded for training purposes) and 3 phone calls later they apologise for not having followed the issue up earlier will be raising the issue and (promising this time) they will be letting me know of the outcome of their investigation. My internet speed has improved I guess so I shouldn't really complain.
    Oh! I shouldn't leave out that for the period it was really bad and I threatened to leave (for the 3rd time) I couldn't receive a WhatsApp message on the wifi without it affecting another service in the house using the internet.
  • Reviewer
    Location
    Malvern
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Very slow broadband and First Utility are not interested in improving their broadband speeds. They tie you into an 18 month contract and they know that there is nothing you can do until your contract expires. They have no interest in improving their download speeds because of their long contracts
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The biggest issues with the company that I've experienced are a rubbish router and poor customer service. I was paying BT a fortune so decided it was time to change providers, the second I switched to FU (how ironic) the performance dropped to zero. I'm supposed to be on the 35Mbps product, but I couldn't even get a stable connection to Netflix servers let alone actually watch a programme or film from start to finish.

    I raised the complaint immediately and it took them a couple of weeks to even respond. It's clear they allocate your message to a new advisor each time you respond, as it's like you're starting again from scratch. About two months into trying to resolve and getting nowhere, I got an email from one first-class complaints advisor who stated "there is no issue". Okay mate, nice one. Another advisor stated "we can send someone around to check your hardware, but you'll probably have to pay for it". Not happening.

    So this morning, granted my TV and phone are both WiFi and will have been potentially doing their own thing in the background, but I'm trying to load a webpage on my laptop and it's like dial-up over a modem in the 90s. So I run a speedcheck through a website and it gives me 0.32Mbps, absolutely laughable. I live in a 1 bed flat and the router has to be in the kitchen because that's where the master socket is, so I went and sat on the kitchen floor and to be fair, it did then manage a lightning fast 7Mbps (of the 35 that I'm paying for). I turned my TV and phone off, and ran a wired connection into my laptop, and did finally manage to get 32Mpbs out of it. Unplugged the cable and again, sat a foot from the router and with no other devices switched on except a fridge, the speed dropped to 12Mbps.

    In conclusion, the router is dog-poop - this is despite the fact that the one half decent thing one of their advisors has done is send me an "upgraded" router. If this is the best they can manage, I'd a) factor the price of your own router into the deal you're looking at, or b) just go elsewhere. I considered looking up the settings and then trying to get my BT router set up to connect to their network instead, but their website is unsurprisingly rubbish and I absolutely dread the prospect of phoning them up and having to speak to them, given the experience so far. I certainly won't be staying with them beyond the end of this contract.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
  • 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
    Blackburn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible broadband connection low speed or no speed. Terrible customer service with watertight contract they will rip your pans off if you leave them
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrible service! They overcharge you for no reason. If you decide to leave after contract, they will blackmail you by fabricating some conditions which never appear in the initial contract. Don’t waste your time/money and get into trouble by joining them.
  • Reviewer
    Location
    Rushden
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service

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.