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 606 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
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Well they started poor, and ahve not got much better. Regular 12mbs Fast broadband, for over a week the max speed I had was 1.2mbs, then I had 3 days of 12mbs before it all came crumbling down, for the last 5 days I have when I have been able to connect speeds measuring around .2mbs and even one that returned as low as 67kbs. All with hardwired connection to router. Still no response from Shell. If I had know they were a talktalk reseller would not have joined.
  • Reviewer
    Location
    Londin
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Changed over from EE on the 18th, changed cos it was half the price i was paying with EE, but not even a month yet and it keeps crashing, not happy, going back to EE
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please avoid this company. I originally just had gas and electric through Shell (which was First Utility then) and I've had no problems with that. I received an email offer to join their super amazing brilliant broadband... Which I fell for. It's only a little cheaper than my previous provider.

    The broadband drops all the time, unable to connect more than one device. I've had an open complaint for around 2 months now and still not resolution. They've sent me 2 replacement routers that are meant to be the best they have. It's made no difference.

    There's no online account service for broadband which makes things difficult. The email responses are slow and repetitive. Usually reply with "please confirm this is what you're asking" although I couldn't have been clearer in my complaints. Feel it's just constant delay tactics to deter you from continuing with a complaint.

    Terrible service all around, will never use again.
  • Reviewer
    Location
    Morden
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.
  • Reviewer
    Location
    Clacton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3 hours on the phone, I’m currently on the phone again! AVOID!!!
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Can’t log in to my account, currently on the phone to sort my extremely low broadband speed still trying to sort it after over 2 hours on the phone, I asked them to call me back after an hour as I was incurring call charges, I was a post office customer and wanted to cancel as the low b/band was affecting my home business to be told I would incur a £174 fee by Ian, my contract started 11 days ago I should have been in my 2 week cooling period, really disappointed with shell
  • Reviewer
    Location
    Taunton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.

    When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.

    A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.

    They really don’t seem to care. I will be moving as soon as my contract is up.
  • Reviewer
    Location
    Lea village
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely hate this company I’ve got 7 day without internet and nothing from them to many complaints to even say
  • Reviewer
    Location
    Tamworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!

    I've been forced to go to another provider and had to pay an early exit fee for 289.00.

    Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.

    Terrible customer services, no the worst I've ever come across!!
  • Reviewer
    Location
    Huntingdon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
    Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know
  • Reviewer
    Location
    Rugby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got this online and since then always been disappointed with the service and lack of transparency. The broadband took 45 minutes and a number of calls to customer service to get started.Speeds have been terrible. No framework and minimum options like parental controls..Customer services take ages to respond. A complaint (which they take very seriously apparently) took them a month and a bit to reply. Got fed up and cancelled the contract..at a loss of £140 which is there charge for early termination...the telecom regulatory should investigate these guys.
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Shell Energy
    Date
    Comments
    Rude customer service, miss lead, broadband is unreliabily and very slow. Never ring you back when they say, don't deal with companys
  • Reviewer
    Location
    Ayrshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do i start
    Speed max is 20 mbps
    Emailed multiple times to complain. No reply.
    Phoned and Put through to technical. 1hr20mins im still on hold.
    Have now cancelled and moveing to new provider.
  • Reviewer
    Location
    Birkenhead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Reliability
      1 star
    • Speed
      1 star
    • Customer Service
      1 star
    • Satisfaction
      1 star
    Comments
    I pay for super fibre optic as tbey say but its the slowest Internet i have ever had most of the time its less than 5mbps and it constantly cuts out for hours theres no customer service and theres no website to tell if its a problem on there end even though it is horrendous internet company do not bother.
  • Reviewer
    Location
    swansea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!
  • Reviewer
    Location
    Rochester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I left shell energy broadband on the 5th April and switched to another provider. On the 12th April I got charged for my monthly broadband fee of £18. I rang on the 19th April and was told to wait for a final summary. I rang on the 11th May and explained I have not received anything. I was told I had to request a refund. I rang on the 18th May and was told there is a process to refund. I had to wait 10 working days for a refund. It has now been 10 days on the 1st June. First handler told me the refund was only approved yesterday on the 31st May. I would have to wait 10 working days. I told him this is unfair and not acceptable. I asked to speak to a line manager and wished to complain. He told me I could not and that he could not put me in touch with a senior manager. I feel like this has not been handled very well at all by your customer service team. It has caused me a great deal of stress and no faith in the company. Avoid this company at all costs
  • Reviewer
    Location
    Stanley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst broadband going ever since it changed from the post office to this ive had problems all the time and when i ring up 4 different times shell energy gived me different options all 4 times and wants to charge me £65 for an engineer to come out and see the fault and im on the post office monitor still but they wont send me there monitor untill the engineer say i need a new 1 even though ive had connection problems for months now and if i want to leave them they are charging £300 just to leave the broadband its so ridiculous
  • 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
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Was meant to of been connected to phone line for my broadband on the 28th of November did not hear anything by the afternoon after waiting in so phoned only to be told that they drop it been cancelled he would find out what was wrong and phone me back possibly the next day I did not hear anything by the 2nd of December I phoned to find out what was going on only to be told that they would connect me without any waiting but I complained about not receiving the phone call and not being kept in the loop customer service appalling I would write them as a zero
  • Reviewer
    Location
    East Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have been migrated from Post Office last week, all seemed okay until a day later. Can no longer log on to the server, cannot send emails, lost the phone line for 3 hrs, and after 3 customer service people and 2 hours later have been told they have a problem. What a surprise, UNDERSTATEMENT of the century, what a complete bunch of clowns.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service
  • Reviewer
    Location
    bristol
    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.very poor customer service..no one gets back to you after promising to..they told us they would deal with our case..but the guy who said this never did.The slow broadband speed we had for months on end was not our fault and we were told we would get compensation but didnt deliver..engineer had fixed the problem and told us our speed was now ok..but had no confirmation of what we are actually paying..eventually went on the app to see we are on the fastest speed and paying for it even though i did actually ask to cancel this higher price as the original speed would have been adequate if it had been working right in the first place..very dissapointed
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Shell Energy
    Date
    Comments
    I took out a new contract with these guys after leaving sky. I have to say shell has the worst customer service iv ever come across I wouldn't recommend anyone to join these guys. I have called them today because I haven't received my router which I was ment to get last week I'm on the phone to them right now and iv been put on hold for over 15mins because they want to find out where the router is before all this I called them 3 times and kept getting disconnected. My honest opinion about this service is absolutely diabolical please don't waste your time with them find I reliable supplier.
  • Reviewer
    Location
    POLEGATE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.
  • Reviewer
    Location
    Watchet
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our Internet connection is frequently not working . When we do get it it's less than 2 MG. At the moment it is .5 They have broken our contract with us so we looking to switch.
  • Reviewer
    Location
    KENT
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you're not with Shell..please don't. I have been on hold for over 30 minutes twice! I cannot get through to anyone at ll. My web entry into my account is not working. I have been overcharged since they took over from the Post Office monthly more than doubled. Don't touch them with a fibre optic barge pole! I would not even give one star...they're just not worth it!!! Absolutely awful! Words cannot express my frustration!
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid like the plague.
    Appalling speed, wifi coverage and customer service.After 6 months of below average service wifi started dropping out. Got the usual guff about 'too many devices connected' (I didn't have) all a con to get me to sign up for 18 months superfast fibre.
    I'll be changing provider ASAP.
  • Reviewer
    Location
    Pickett
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service and even worse customer service.
    If you can get through to someone then they can’t deal with the issue and have to request a manager to call you back( they can’t put you through)
    Up to 48 hrs wait which when they do not call you ,you have to wait another hour on the line to request a manger call you. If I could give zero I would
  • Reviewer
    Location
    Altrincham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Promised between 2mbps and 17mbps, never once has it reached over 1.7mbps and upload of 0.3mbps with a latency of 328ms!!! It'd be quicker to get a hamster in a wheel or a boiling kettle to provide the connection. Sign up at your peril.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The worst customer experience you could imagine. Passed to 4 different people none of whom knew what they were doing. Just kept passing me on and behaving in a totally robotic way. One of them in particular should never have been allowed near a customer.
    Do not use this company
  • Reviewer
    Location
    Burscough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
  • Reviewer
    Location
    Borders
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would rate nil if I could. THE worst service AND customer service I have ever encountered. Hassle started in December with the "super fast" fibre broadband that wasn't. Utter garbage and broken promises from them ad I tried to resolve with them. Finally gave up and moved to another provider. Accepted Shell's offer of compensation. And here we are in June. Still no compensation. Still not resolved. They are utterly, utterly dreadful.
  • Reviewer
    Location
    Westhoughton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Since set up in February this year have had to restart the router every day as it freezes, more recently the internet keeps going offline several times a day,have tried everything they have suggested on how to resolve it but no joy.
    Been told it's my BT master socket causing the issue.
    Never had a problem with sky, plusnet or talk talk.
  • Reviewer
    Location
    Burnley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't use if you want to ever think you might need to contact customer service. It's a joke. Takes nearly 5 minutes to even join the queue and then for ever to actually talk to anyone. If you are unlucky you then are put in another queue. Customer service is nonexistent
  • Reviewer
    Location
    Burnley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Don't use this company if you think you might need customer service. Almost impossible to contact unless you are prepared to spend ages on the phone and listen to dreadful music. Email does not work.
  • Reviewer
    Location
    london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Nice speeds and netflixs works excellent for me.
    A consistence and stable connection for quiet a while now.
    Switch over was hassle free and exactly what i was told.
    Saving money too. Happy days. xxx
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell has not been taking out their payment on time and waited for two months before doing so. I have called Shell on many occasions, and still no improvement. The service is awful and I WILL NOT be renewing my contract. I had no such problems with the POST OFFICE. It takes over an hour before calls are answered.
    Anyone reading this AVOID Shell broadband.
  • Reviewer
    Location
    Rochester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Atrocious wifi signal. Was okay for first few months then drops out regularly. Cust service deplorable. Contacted them and told I had too many devices connected and would need to upgrade. I had 1 PC and 1 laptop connected. A total scam.As in contract had to wait 4 months to change provider. Now only 3 months to go, then they're ditched and good riddance.
  • Reviewer
    Location
    LARGS
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had this broadband package about a month now had no problems at all in fact I would say it is better than my BT package that I had before as with BT everything would buffer and that was with superfast fibre with first utility I just have the basic cheapest package and so far its great. I think its just your luck and where you live to be honest.

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.