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 570 customer ratings since 2021-07-05 (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.

844 Customer Reviews over 22 pages

  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I was one of those switched over from the Post Office to Shell.

    Overall, my service has been good with fibre in my area. I don't remember the last time the internet dropped for me.

    However, it is near impossible to get them on the phone! Been calling multiple times a day and have been waiting for over half an hour.

    I am definitely moving to a more established ISP, with significantly better customer service.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely slow and unreliable can’t leave the same as the router without it being unreliable. Would not recommend betrer of paying extra and get something better
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beware of the Consequences of Dealing with Shell Broadband
    As a Customer you will be subjected to horrendous Customer Service which Shell Broadband will Neither apologise For or Compensate Yourself For as a Paying Customer.

    You will be supplied with an Inferior Router resulting in the Loss of the Service on a frequent basis coupled with Slow Speeds for over a TEN Month Period which Shell Broadband will NOT Compensate Yourself For as a Paying Customer.

    You will be subjected to further Loss of the Broadband Service coupled with Slow Speeds spanning over a THREE Month Period which once more Shell Broadband will Refuse to Compensate Yourself For as a Paying Customer.

    Shell Broadband will Fail to implement an Agreement on the Agreed Date with Yourself and will therefore be in Breach of Contract. However Shell Broadband will then attempt to force Yourself to leave the Service Early in order that Shell Broadband can attempt to impose horrendous Terminations Fees.

    Extracts of Emails received from Shell Broadband with No Authors Name on the Document how appalling.

    Extract ONE

    This decision is final ( No Compensation will be Paid), if you leave within your contract term then early termination fees will apply.

    Extract TWO

    If you would now like to cancel your contract with us Early Termination Charges will apply as you are in contract with us. If you would like to cancel we require 30 days notice for this.

    Shell Broadband are refusing to release the Written Transcripts from their Website regarding the Appalling Customer Service dated 26th October.



    I insisted that All Communications Must be in Writing on 9th November, However since I have been publishing this occurrence on Social Media Shell Broadband now only appear to want to discuss this position by Telephone where no Permanent Record exists.

    Shell Broadband are an extremely aggressive Business to deal with potential Customers PLEASE beware.

    I have just posted a Google Review on this Atrocious Company Sunday 21st November. Potential Customers Please Read these Copious Appalling Reviews from Dissatisfied Customers and Stay Well Clear of Shell Energy at All Costs.

    Failure by Shell Broadband to provide the Service PAID for on Three Separate Occasions Spanning over Eighteen Months



    From January to November 2020 the broadband package failed on a daily basis with copious breaks in the service throughout this period from Shell Broadband.

    Eventually Shell Broadband issued a New Type Router which resolved the position albeit Several Months Later. Why did I not receive this Router in January 2020 when the package started?



    I stated I required compensation for this Loss of Service But none was forthcoming from Shell Broadband. WHY



    From May 2021 to August 2021 again there were numerous instances where the Broadband Failed on a Daily Basis.

    No compensation has been provided by Shell Broadband for this Loss of Service either. WHY



    Agreement starting on 23rd September was NOT implemented by Shell Broadband WHY



    Shell Broadband are now in Breach of the Agreement with Myself for the THIRD Time. WHY



    When I have previously contacted Shell Broadband to report these erroneous instances I have been asked to provide My Name, First Line of My Address, Post Code and My Email Address.



    When I contacted Shell Broadband on 26th October via the website for the FIRST TIME I was asked for My Name, First Line of My Address, Post Code and My Account Number Not My Email Address.



    Shell Broadband then accessed MY ACCOUNT using the information I provided.

    After some time Shell Broadband then asked was I still there to which I immediately replied YES

    I was then disconnected by Shell Broadband WHY - What appalling service not fit for purpose.



    I then contacted Shell Broadband on 26th October by the website for the SECOND TIME

    I provided exactly the same information for the SECOND TIME as the FIRST TIME.

    My Name, First Line of My Address, Post Code and My Account Number.

    Shell Broadband then refused on several occasions to action My request for assistance WHY - what appalling service not fit for purpose.

    I stated that unless My Request was actioned immediately I would cancel My Direct Debit with Shell Broadband. My Request was NOT actioned by Shell Broadband and consequently I have cancelled MY Direct Debit accordingly.



    When I went onto the website that day I discovered that the same package which had NOT been implemented on 23rd September was advertised cheaper WHY ?

    Is this how Shell Broadband regard their established Customers with pure contempt? By offering potential New Customers the same package but considerably cheaper how deplorable.



    I contacted Shell Broadband for a Third Time on 26th October this time by phone. Shell Broadband requested that I provide My Name, First Line of My Address, Post Code and Email Address. It was stated by Shell Broadband that My Account Number was NOT required.



    No consistency whatsoever by poorly trained Staff during the communications that took place on 26th October.



    Shell Broadband have offered a Service that is NOT fit for Purpose on THREE occasions spanning over Several Months - how Abysmal.



    Shell Broadband are refusing to Compensate for their Appalling Customer Service and Treat their paying Customers with Sheer Contempt.



    Shell Broadband are refusing to release the Written Transcripts from their Website regarding this Appalling Customer Service.



    I wish to publish these Transcripts on Social Media so the Public will be fully aware of the Appalling and Aggressive Customer Service provided by Shell Broadband I will update this Page as Events unfold.



    Horrendous Customer Service currently being encountered from Shell Broadband

    Anonymous Emails being sent by Shell Broadband.

    I am currently combating a number of offensive and aggressive Emails from Shell Broadband Staff sent without the Names of the Author how Atrocious. Pure Cowardice on their Part. This is what You can except as a Customer from Shell Broadband beware.



    Potential Customers Beware Shell Energy are now threatening to Terminate My Service Stay Well Clear of Shell Energy at All Costs.
  • Reviewer
    Location
    Davenham Northwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...

    ...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
  • Reviewer
    Location
    Redditch
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If the owners ever read this.
    Please sort out the whole company you are making people unwell with anxiety and frustration.
    Mother in law 83 years old,wanted a move from Wales to warwickshire,
    Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
    We asked for our £60 connection fee returned, which I know she won't get.
    Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
    I hope something is done, you should not be able to operate like this.
    Do not go with this company until they can offer a proper service.
  • 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
    Wakefield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Awful customer service and extra charges.
    We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
    I definitely wouldn't recommend shell broadband and will be changing supplier.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Shell Broadband like the plague. They have awful service with constant drops, they take months to even attempt to fix the issue, more than once they've tried gaslighting me on engineer visits that never happened and they have a very interesting interpretation of OfCom regulations. Like my grandad used to say "buy cheap, pay twice."
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They are getting money under false pretences in the last 15 minutes the connection has failed 5 times. Netflix is unusable due to the download speeds. Trying to find a customer service number is hopeless I can’t even access my account as I need to reset my password but the system never sends me a reset email. Avoid them like the plague
  • Reviewer
    Location
    Telford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After being with the post office for 2 years and never having a single problem, Had to change provider and from day 1 it’s been an awful service. Rang to make a compliant they can’t even find my post code !!!
    What company can’t even locate me by post code?
    Can take my bloody money tho
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I was transferred by Post Office to Shell Energy . Why did Shell Energy think they had the expertise to take on broadband. Like other reviewers, my trying to contact customer service is impossible. I had no problem with them until I had to start accessing via the webmail. Since then I have had to change my password dozens of time because message states for me to check caps lock and re-enter correct password. Am then told backup email address not recognised and to use a post office email. What's the point of that when I cannot access email. I have emailed a complaint, written a complaint and to date, no response whatsoever. Like other reviewers, if I could give zero star, I would. I am close to moving to another provider but the thought of having to advise everybody re new email address is putting me off. PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.
  • Reviewer
    Location
    Bolton
    Reviewing
    Shell Energy
    Date
    Comments
    My mother who is 96 years old,sent broadband bill for £104-41,she does not have broadband, I have e-mailed them not expecting to hear anytime soon.
  • Reviewer
    Location
    Enfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    An absolute shambles of a service. Whilst my speed is pretty good when it’s actually working, the reliability is poor at best. My service drops out at least 5 times a day (on a good day). I may have got a great deal but this has been entirely negated by the shocking service. Can’t wait till I’m able to cancel!
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Immediately after migrating from PO to Shell, I lost the ability to receive calls, thats when the problems started, Unable to communicate, keep getting replies saying I am unrecognised though. Now migrated elsewhere but the problems still keep coming, it seems I am now required to return the router but where to? if anyone knows where these routers should be sent, please tell me. Money Claim On Line looks a decent bet to get back my sanity.
  • Reviewer
    Location
    Harrow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible customer service and horrible connection. I didn't have any connection at home at all and when contacted to customer support to cancel they mentioned there is a connection with line and will be able to fix in 3/4 days, the choice was to either wait couple of days for the line to be fixed after not having broadband at all or paying exit fee for cancellation even.
  • Reviewer
    Location
    Caerphilly
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    I can’t comment on the actual broadband as I’ve had to cancel within my 14 day cooling off period. However as far as customer service goes, it was easy to get in touch and on both occasions when I needed to speak with someone, I spoke with Ali who is a credit to the company.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish ...... been waiting since 4 November
    Don’t use this procuder
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had the Broadband contract for the last 13 months and it will finish in another 5. I have already put into my calendar that I need to look for another Internet provider.

    The speed of the Internet dropped when I moved my house. I have logged in a complaint as that's what they suggested to do. Well, it sounds that they have theirs house in order however it is just to delay your decision about the change. It took me about three months, one visit of the engineer to hear that the speed of the Internet is as expected. It was such a waste of time. They have offered that I an cease my contract only for 58.5 not the full price. Well that is not a solution for me, they also said that the speed is ok even though the Open Arch engineer came and said that is is slow and the fault is on the Internet provider side.

    Another problem was just at the time when I started with them. They just simply never send to me the broadband starter kit! I rang them few week after that as I was travelling and they said they will send it again. They have never refunded the days which I didn't have the Internet!

    If you have a choice go to someone with good customer service and actual broadband.

    Thank you.

    Anna
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you!
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Comments
    No ratings ,appalling service ,since 16 Feb,no email nothing,been on the phone for hours 3 days,get your act together Shellenergy.you needn't send us a bill because it won't get paid,service just a JOKE,
  • Reviewer
    Location
    Stoke-on-Trent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Comments
    Nil ratings,atrocious service all round,for the last 2 months since they took over from postoffice I have not been able to see my paintings on P.O.l.only text,Shellenergy get your act together,get some staff that know what they doing.
  • Reviewer
    Location
    Sunderland
    Reviewing
    Shell Energy
    Date
    Comments
    They took over from the post office so had no choice to go with shell terrible 40 minutes to get through to customer services on 3 occasions forgot to send a monthly bill so just sent a 2 month one instead they think they can treat customers any way because they can’t leave till contract ends I have moved to bt they couldn’t have been more helpful even have a bt router still waiting for one off shell worth paying the extra to move
  • Reviewer
    Location
    Telford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Total rubbish. Moved from Sky 12Mbps to Shell 50Mbps. The slower was far far better. No point in having a broadband connection a mega speed that takes 2,3 or 4 minutes to connect to something as simple as the BBC and even then starts buffering in the middle of a program. Only committed for a year so will go back to Sky ASAP
  • Reviewer
    Location
    Rochdale
    Reviewing
    Shell Energy
    Date
    Comments
    I have only been with Shell for a month. I went the first week with no service at all. After many stressful calls on hold and emails the engineer came out and it hadn't been switched on by Shell. I thought it would be fine then but drops off constantly all day and night. Using all my mobile data to compensate. They tried to charge me for the week with no service so had to spend time sorting that! I said after the first week of no service i wanted to cancel my contract but was told my cooling off period finished before Shell was active? and I would have to pay over £300 to cancel. Shouldn't the cooling off period be when the service is on so you know if you're happy with it?
    Anyway If you haven't joined Shell I would not recommend it. In my opinion this company needs investigating. From the reviews I have read there seems to be an awful lot of unhappy customers. I certainly won't be staying but it's going to be a long 18mths before I'm out of contract.
  • Reviewer
    Location
    st helens
    Reviewing
    Shell Energy
    Date
    Comments
    Ive been with Post office without a contract for several years and many time Ive thaught of transferring,

    Post office are now passing BB onto Shell and what Ive read up to now I have second thoughts, can only hang on until the switch over.

    I was going to go fiber but now ????

    thanks for the info
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently left shell on June 2021 but kept receiving bills which more than tripled , I kept phoning them to say why is this since I usually pay at the beginning of the month and left 2 weeks before the next payment due. Initially , they themselves did not understand why I had charges. Then they said about early termination fee , which I refuted since I was with them early July 2019 for an 18 months contract. But when I phoned the last time to resolve this apparently I had to pay an engineer fee for the month of May for a simple repair which mind you did not fix the internet that’s why I left them in the first place plus a cease fee. I caved and paid just to get it over with as I do not want to deal with them anymore. Poor internet service even poorer management and ripped off
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AT ALL COSTS!!

    Absolutely the worst broadband provider EVER! It even takes the title over from when we used to be on dial up.
    It's slow as a snail but the that's not even the worst part of it.
    It drops connections over 50 times a day. Trying to have calls with work without interruption is neigh on impossible. I can't wait to switch once I am out of contract. Pay the extra and go with a known established brand!
  • Reviewer
    Location
    Chichester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Having just switched providers on the suggestion of Uswitch, all I can say is that Uswitch must be on one hell off a backhander. What a load of Garbage, customer service is a pile stinky stuff and they don't know their job very well, not only having cocked things up but then try to blame me for the mistake and can't or wont do something about it. I'm one unhappy new customer roll on 18 months time when I can go else where.
  • Reviewer
    Location
    Cannock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Quite possibly.the worst thing you can do is change to first utility broadband, chat to them about problems & they say we will update you...they never get back to you.if you prone to let them know of a problem.... You're charged for the call.a new provider with.i guess,no infrastructure& no experience,launched before everything was in place.
  • Reviewer
    Location
    Lowestoft
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This box isn't big enough!! Awful customer care, billing extortionate,phone contact act abysmal, have they all died!! Left 2 months without incoming calls(crossed line) broadband intermittent to say the least. Son was ex Royal Mail customer, thankfully have bailed out!!! DO NOT TOUCH THESE. Arthur Meadows.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Just pray you never need customer services. Impossible to get hold of and beyond frustrating. Will be off the very moment our contract ends of not before at this rate.
  • Reviewer
    Location
    Langley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ever thing. All devices keep disconnecting every now and then. Customer service is poorest possible thing on planet. 1 star given as halves not available
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.
  • Reviewer
    Location
    Mirfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AT ALL COSTS - Poor customer service. I applied to join Shell Broadband then cancelled due to poor customer service reviews. Instead of cancelling at my request, the company alleged that I had a poor credit rating and to check with experian, checked with experian and my credit rating is 999 out of 999. So Shell get facts totally wrong, and I have threatened a formal complaint if they do not correct the records. If anyone is thinking of joining - DO NOT JOIN - I am a doctor in a respectable profession - for them to allege a poor credit rating is totally out of order.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    worst experience ever, very poor customer services & reliability, would not recommend this service
  • Reviewer
    Location
    Central Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    (First are just a TalkTalk reseller by the way). The ISP that doesn't supply you with the password for your own broadband. The PPPoA password is preinstalled on the router and hidden from you, ok. Want to change from their cheap, disfunctional router? You'll need the password, obviously. Try emailing customer service and they will systematically ignore repeated requests to supply you with your own password. To the extent that it is now being taken to an ADR. Quite surreal.
  • Reviewer
    Location
    Burnley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you want slow internet to the point where you can not watch itv hub channel 4 or 5 and usually bbc then here’s your provider, I’m so annoyed with them I had no problems for four weeks and got a fast speed now it’s terrible and I just want to leave.
  • 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
    Stone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This outfit must surely be the worst for phone/broadband. It’s impossible to actually speak with anyone. Post Office, my former provider, did their customers no favours when they sold their phone/broadband operation to Shell Energy. Avoid Shell Energy like the plague (or Covid).

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