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 611 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
    WATERLOOVILLE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Just been on the phone for 44 minutes listening to the worst music I've ever heard,I called the cancellation phone number, got through eventually and was told that he could not cancel my contract had to speak to another person who has or theorisation, this was Friday 4.30pm they don't close until 8pm but I was told someone would phone me on Monday, what crap service
  • Reviewer
    Location
    West Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.

    The only thing they can do is take your money
  • Reviewer
    Location
    Braintree
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    They don't reply to emails or complaints about end of service queries. Sent me a bill which I can't see, as account closed. They won't confirm receipt of router retained. They won't answer a query on the bill. The CEO has failed to help.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Switched from talk talk as they kept upping my bill and I already have duel fuel with first utility no problems very smooth switch no problems encountered happy
  • Reviewer
    Location
    Lympne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use Shell Energy, moved house and was told that they were best provider in area. Advised them not to send router until after we had moved in on 19th July, they sent a week before to an empty house. Broadband and phone meant to go live on 22nd July, no phone until 31st July and Broadband went live on 12th August after many calls. Broadband speed expected to be slow but is even slower than advised at 240k average. Called to cancel service once realised how slow it was to be told that there was a £120 charge to get out of contract early despite being within 14 days of service actually going live. They don't do 14 day back out apparently! Absolute rubbish company, don't go near them.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely awful services!
    Before agreeing for the contract I asked them if later I'll change my address if possible to move my broadband too and they said yes. While I was at the first address problems every few days, the modem wouldn't connect. When contacting them they were asking me to follow some stupid steps every single time and with the same result: no connection. I'm an engineer and networking isn't a secret for me and I can troubleshoot a network connection. Very disappointed. Then I moved to Salisbury from Swansea. Here they refused to install the broadband saying that the address doesn't look available. I went for another broadband network, but had to pay for Shell Broadband many months for no service at all. I asked them to interrupt the contract, since they couldn't hold their word to install the broadband connection to a new address. I paid everything, even paid 35£ for the modem. Then I'm seeing on my credit report that they reported that I didn't paid my bills at them. I never missed a payment on my history, but they reported me that I didn't pay my bill?
    Absolutely disgusting!
    Now I'm at BT and, don't know about others, but they don't compare. Stay away from Shell Broadband!
    It was a mistake in which I got because of their better prices and promised speeds. Lies! I wasn't even getting, when the line was connected, more than 30-40%. They were like it's my fault, my location.
  • Reviewer
    Location
    North Lincs
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Absolutely useless. My 80 year old mother has been constantly chased by them for payments she has already made and threatened with being cut off - happens every month. When you try and phone customer services they don't know what they're doing - you have to wait over 45 minutes to get through and they usually cut you off anyway. It's nothing short of harassment - I've never known such a useless company
  • Reviewer
    Location
    Horsham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
  • Reviewer
    Location
    Gtr Mcr
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Energy Broadband is the worst company I have ever tried to deal with. It is almost impossible to speak to the right person or get anything like a timely response.
    Former Post Office customers who were transferred to Shell should band together to form an action group, so that that their host of legitimate grievances can be presented in a structured manner.

    PS your star ratings should have a zero or negative option!
  • Reviewer
    Location
    Bromley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away.
  • Reviewer
    Location
    Surrey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Poor customer service,in dealing with faults. One sided, long wait times to speak to teams with poor follow up once you have got through. Teams are not forthcoming on relaying reasons for issues and delay to the customer. Broadband speeds are low and WiFi turns off intermittently for no reason. Poor quality routers provided.
  • Reviewer
    Location
    london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying for 78 mb when only getting 32-40. My last isp was able to give me 80mb. not happy at all
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    This broadband is terrible. It is so unreliable and unstable you cannot get anything done. For weeks now I have had to find other places to work while working from home or have had to hotspot from my phone. Cannot even get a stable enough connection to log on and check emails let alone work. Having complained nearly 3 weeks ago and being told we would receive a reply and resolution within 10 days but got nothing, two further emails sent, still nothing. Will be terminating my contract. There is a reason they are cheaper than others but they do not provide a) a service and b) internet that actually works. Absolute waste of money.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been using different providers over the years and Shell Energy is the worst.
    The connections have akways been unstable. For three times during last year, it's dropped for two or three days, becuase They couldn;t fix it over the phone, and could only send their engineers at least after two days.
    Their customer service phone lines have been always busy, so did their online chat. I've been waiting each time calling them at least 30 minutes, and one time more than two hours online.
    There was no help available from Saturday night. I had to purchase three times data add-ons to work on my mobile. I was told there was no compensation even I complain.
    Finally, they claimed that they sent me the Tracked48 label by email but they never did. And now I'm calling them again, and waiting again online for their response, even now that I've left them!
    I'd strong recommend to avoid them at all cost!
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got forcefully switched from Post Office when Shell bought them over.
    Got cut off with no warning and have no indication of why.
    They made zero attempts to get my monthly payment.
    Terminating contract, my advice to others is to pay a little more if they want any kind of reliable service.
  • Reviewer
    Location
    durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
  • Reviewer
    Location
    Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This BROADBAND IS NOT FIT FOR FAMILIES WITH CHILDREN! AVOID!! This is because there are no parental controls.
    I was told that internationals calls were free and unlimited. But it was not so. There is no account for the customers and hence the customer would not know the usage and billing on the website. The phone does not show incoming numbers. The broadband will be activated after the cooling period and you will be tied to this nonsense broadband for 18 months.
  • Reviewer
    Location
    Solihull
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AT ALL COSTS
    31ST July i was meant to be connected, its now the 10th august and have no connection still. Openreach are to blame apparently. Customer care is a total shambles. Yet they expect money to be paid b4 ive even got my services up and running. Really wish id read reviews before signing up with them.
  • Reviewer
    Location
    Pontypool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'll give customer service two stars for politeness, but I've been with Shell for a few months and have had to contact them 3 times already. This is by far the worst internet service I've had in this property in 11 years. It's not fit for purpose half the time, often completely unusable, and have to resort to using data on my phone. The one glowing review here is clearly fake. I wouldn't recommend Shell Broadband in a million years.
  • 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
    Oldbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
    Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
    I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
    AVOID like the plague.
  • Reviewer
    Location
    Tunbridge Wells
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Got transferred from Post Office broadband who always had fantastic customer service. I'm not sure this lot have any customer service agents at all. Been on hold for 1 hour now. Stupid music and asking me every 30 seconds whether I want faster broadband. Nope, I just someone to pick up the phone and fix the broadband I have!

    AVOID
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In my opinion this company must be run by rude idiots. Although they are supposed to be doing calibration, they give NO warning when the service stops, maddening when playing chess online & winning, never mind skype etc. It's like a very rude person who barges into a private conversation, no manners whatsoever.
    They should ASK for permission to do calibration, also giving an option to delay it for a while at customer discretion.
    As it is, upload speed is about 0.2 - 0.3 Mb/s, when their competitors have got it up to 0.9.
    AVOID this CRAP company.
  • Reviewer
    Location
    Belfast
    Reviewing
    Shell Energy
    Date
    Comments
    I have registered for the new broadband connection with Shell energy on 14 Aug and received the router on 28 Aug. They activated the connection on 1 Sep. Connection was very poor and I cancelled the connection on 2 Sep.
    But Shell energy charged me to pay 110 pounds as the early termination fees. I am not sure what is the meaning for the 14 days cooling period? If they deliver the router after 14 days then I don't have any cooling period? Also I'm wondering whether it is the genuine process?
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID AVOID
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
  • Reviewer
    Location
    Swansea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bad service.Very bad broadband speed.25mbps..not 37mbps to 67mbps as contract stated.This has happened since I joined Shell Broadband two weeks ago.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible! Please don’t go near shell energy broadband. My broadband connection is so bad that I cannot FaceTime from my living room or stream even with a repeater when I’ve had no issues with previous suppliers. They then charge you 15 to cease your broadband even once you are out of contract. AVOID AT ALL COSTS
  • Reviewer
    Location
    Tirphil
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell broadband is not a very good broad band service at all
  • Reviewer
    Location
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star is too good for this company, took out a contact with these cowboys in September and have had nothing but problems. Had no service with them for a week and a half when the broadband went live, the router they gave us looked like it had came from a kids toy box was so flimsy and just absolutely rubbish, had to go buy extenders to try and get a connection in our one bedroom flat because it look about 1 hour to stream anything. Router packed in about 3 weeks into the service and they sent a new one for free which was probably the high point of this service. Highlighted the contraction issues and was advised an engineer would come out, couldn’t make the appointment and the girl I spoke with wouldn’t cancel the appointment even though I had called due to an emergency I had to leave the property. Phoned again and was told I would get a call back (this was November) they never called me once or made any attempt to call me back. I was promised money off my bill twice and found out today that hadn’t happened. I owe £96 and they have a collections company hounding me via email so I messaged them on Facebook, social media team are appalling, I was told 4 days in a row I would be contacted and it never happened. I also received a message from the social media team that was highly unprofessional, been on the phone today and now have been told nobody can deal with it because I have raised an executive complaint and went to the ombudsman. Once my contract is finished I will be going to another company!
  • Reviewer
    Location
    Hereford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been a very satisfied Post Office Home Phone customer. Since Shell Energy is my Broadband supplier my Internet disconnect from my devices which are latest editions, frequently. Not happy.
  • Reviewer
    Location
    Dundee
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.

    Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was a post office customer and then Shell took them over. I recently had my broadband suspended (DD had failed in April) I called them up to discuss 50 mins I finally got through to someone. They had tried to take a payment twice and it failed but the email on the second failure said they would try again in 10 working days (money would have been in the account then. The call centre operative said I was on a manual payment.

    So they had not been able to take any money since then. I am not one of those people who check every direct debit but know that each month there is a certain amount for bills that comes out.

    But... they continued to rack up my monthly bill until today I had to pay £110 and there was no policy. They said their rules where it had to be paid. I work from home and need it so had to pay.

    So long story short 1hr 40mins on the phone.
    Held to ransom over their policy of suspended accounts
    Billed for 4 months without knowing there was an issue
    Filled a complaint with them.
    Going to the financial ombudsman as I think their trading practices are a bit dodgy
  • Reviewer
    Location
    Sidford sidmouth devon.
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is dreadful .so many bad reviews why is no action taken they just don't care I was put onto this by carphone warehouse won't deal with either ever again .18 months of no hope .
  • 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
    Derby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got switched from First Utility to Shell Broadband automatically. We were very happy with First Utility. The speed was good, and it was cheap. But Shell Broadband has been terrible from the day we were switched over. The wifi drops out multiple times a day. Has anyone found a way of avoiding the extortionate early exit charges?
  • Reviewer
    Location
    Burnley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Connection drops or only gives me 6mb now for the last 6 weeks, it was working fine before that, tried to call customer service and after 45 minutes I got through but I explained what the problem was and the guy put the phone down on me, I’m now trying to call back but they will be closed by the time I get through. Not fit for purpose, use someone else.
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Simply the worse, shop around if your already locked in a contract with these cause some companies will pay your contract out like Iv luckily had done. 15 months of absolute garbage lmao

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.