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
    1.7 stars

Based on 328 customer ratings since 2023-02-21 (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.

1,427 Customer Reviews over 143 pages

  • Reviewer
    Location
    Barwell
    Reviewing
    Shell Energy
    Date
    Comments
    Worst broadband going. Received the box, engineer came out and checked the line. Box didn't work. Contacted shell and had them put the phone down on us 7 times. Finally got through, box was wrong one for the package so new box sent out. Box came and its exactly the same one, still doesn't work. Wouldn't recommend to my worst enemy
  • Reviewer
    Location
    East Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Quite genuinely the worst company I have ever had the dissatisfaction of dealing with. I don’t even know where to begin.

    Firstly, due to their absolutely dreadful customer service, I am coming up on a month with no internet. I would normally say that if they are busy over the Xmas holidays then fair enough, but no, that is not even where the problems begin. On multiple occasions I have been outright lied to by call centre agents about things that Openreach have been saying on our account to them and also about when they will send out an engineer.

    They first (around the 8th of Dec) told me that they would send an engineer out to our house to connect the router up and go to the box nearby and connect us up, few days go by, still no internet, we call them and they tell us that “extended work needing doing on the box and they’d get back in contact with us to set up a day for the engineer to come do the work” not sure what that means (I’m of the opinion this was total rubbish and no one came near our house), but ok.

    A week or so goes by, still no internet. We contact them again, they throw out a day that someone would come by, that day comes and goes no engineer. We go back and forth over the next few days, they eventually said the 28th someone can definitely come out, can you guess what happens next?

    So come to a few days ago (start of Jan) they say once again that they’ll get someone out, and on the day of, it gets to about 4pm and I call them to confirm they’ll definitely be coming, the guy says “yes I’ll call Openreach now and confirm your appointment” at which he puts me on hold for 7 minutes, then comes back and says “yep Openrach will definitely have someone out to you by 6pm”. Shocker, 6pm rolls by and nothing so I call again and the agent I spoke to down right lies to me and says “Openreach left a note on your account at 10am this morning saying they couldn’t make your appointment and requested to rebook”. Despite the fact that supposedly someone from Openreach confirmed they would be there a full 6 HOURS after they said they wouldn’t be. So either the initial guy lied and never actually called Openreach, or second guy lied just to cover their back and get me off the phone.

    Sorry for the ramble but I am just so frustrated at how both Shell and Openreach have both given me the runaround and left me without internet for a month. Luckily neither of us work from home or really rely too much on WiFi at home, but even still this is unacceptable and if I don’t have internet by this coming week I will be forced to go elsewhere. Wouldn’t recommend it to my worst enemy.
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    On 28TH Dec, I switched my broadband to shell energy Full fibre 200 broadband with an average download speed of 207Mbps. When checking the speed, I only get 60Mpbs - 95Mpbs speed only. With my previous provider, I got a minimum speed of 95Mpbs. On 29th Dec, I complained to customer service, and they told me, it will take three days. Today is the 8th day and there is no change. I complained again but they took no action. I am disappointed and do not recommend Shell Energy Broadband. It is a waste of money.
  • Reviewer
    Location
    Stanley, Perth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Since starting with Shell we’ve had nothing but trouble. Signal cuts out constantly whilst using anything WiFi related. There’s been the occasional time when it’s worked well for a few days then it’s back to square one.
    Makes you feel like not bothering to try and watch a film or series when it cuts out so many times.
    Will not be staying with them.
  • Reviewer
    Location
    Wishaw North Lanarkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am sorry I went with Shell Broadband I am never off the phone to them because my connection keeps dropping and its been like that from day one,I've told them I think there's a fault with the router but there not doing anything about it,I wish I had never left BT,and I definitely won't recommend yous.
  • Reviewer
    Location
    Wales
    Reviewing
    Shell Energy
    Date
    Comments
    No wonder this company was rated bottom on the Which Broadband consumer website.
    I was a Shell Broadband customer up until April 23, when my contract ended.Ever since then Shell Broadband have still been charging me for not being a customer of theirs.I have proof of the date,when may contract ended.And to this date they are still in denial that contract ended,04/2023.I have reported them to Ofcom, and waiting for the outcome.
  • Reviewer
    Location
    Derby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give no stars for shell broadband I would .I have tried everything that they say over the last 18 months an nothing works.I am using my own data as I write this .beacuse no Internet .trying to get out of the contract is impossible but they do not provide a service. NEVER JOIN SHELL BROADBAND .You have been warned TERRIBLE
  • 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
    Cheshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’d give minus stars!!
    I’d give minus stars!!!
    This company are scammers and a joke! I was originally with post office and then they automatically switched me over to shell energy! The first thing I will say is the internet never worked it was the worst internet I’ve ever had in my 30 years! Anyway it’s £25 per month so u get what u pay for really! I rang to change the direct debt details as I had changed banks, I was told this was done but it hasn’t been, therefore they charged me a direct debt return amount! I rang again and they told me that I owed money for a month on the account which was 3 times what I had normally been paying! I was happy to pay the monthly amount but they wanted £80 for September only I looked at bank statements and I was all up to date with payments and they were not having it, they said I was out of contract so I signed up again to a similar amount to what I had previously paid. 15 days later (just out of cooling period) they tryed to take the money from the old direct debt again (incompetent) I just told them I would cancel as the new contract hadn’t started yet and wasn’t due to be paid untill 20 days later, they said I would have to pay a cancellation fee, now this really f me off as it wasn’t my fault they didn’t change direct debt, wasn’t my fault they hadn’t contacted me to say my contract ended, and I didn’t even sign up with shell energy in the first place, now few weeks pass and they have sold my debt of £80 which should of only been £25 onto a debt collection agency! I then received threatening messages from shell energy by text by email by letters, so I paid the outstanding balance which was £200 (cancellation fee) I have no 3 months later received another email to say I haven’t sent the routed back to them and now owe them more money, I didn’t receive anything to send the routed back, after paying out money I shouldn’t of had to right before Christmas they are now changing me for the router aswell this company is a joke and can not do simple tasks or communicate with there customers leaving the customer out of pocket and distressed AVOID THIS COMPANY
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely no stars cancelled contract after 2 days of hours on the phone being passed from one person to another router was returned via packaging sent by Shell 3 weeks ago and today they decided to take money from my account, I am now contacting the ombudsman this is beyond shoddy a company that haven't a clue what they are doing

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.