886 Customer Reviews over 23 pages
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- Location
- Hastings, UK
- Reviewing
- Shell Energy
- Date
- 2018-04-24
- Comments
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Do not sign up for broadband with this company! Incredibly slow internet connection, it barely works. I am only a couple of months into my contract and seriously hate the idea that I have to live with such a horrible internet connection.
- Location
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- Location
- Port Glasgow
- Reviewing
- Shell Energy
- Date
- 2018-04-22
- Comments
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Had faster dial-up , the broadband is inept barely works 17mbps.. My arse! Avoid at all costs pay a bit more use uSwitch to find the best deals .. AVOID LIKE THE PLAGUE
- Location
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- Location
- Altrincham
- Reviewing
- Shell Energy
- Date
- 2018-03-28
- Comments
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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.
- Location
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- Location
- York
- Reviewing
- Shell Energy
- Date
- 2018-03-23
- Comments
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Just connected this week. Everything worked first time. Had to ring to get Password to connect my own router. A short wait to get an answer built once connected they were very helpful and provided password and checked I had other necessary information. Currently showing a slightly slower connection speed than my previous plusnet connection but still in the 10-day modem optimisation period.
- Location
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- Location
- James
- Reviewing
- Shell Energy
- Date
- 2018-03-11
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2018-03-06
- Comments
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I’ve been with First Utility since 5/2, so one day and one month, and I have to say the speed is absolutely awful. As my son put it, it’s actually slower than dial-up of all those decades ago: The last three tests over the last 2 weeks were 0.9 and 1.36 and 1.36Mb download with NAN and 1.15 and 0.20Mb/s on upload - this using two different speed tests over the days too. This is absolutely appalling. Not only this, it has cut out three times in this time and two of those were for over five hours. The company has come up with every single excuse these companies usually use for why they have failed so much, but of course I’m not buying any of it.
The call centre manageress said that I had received emails to send their own specific speed tests to, but eventhough I filled the initial form in online correctly, they have my surname spelt incorrectly, and it took a while for her to admit that that’s why I have not received the emails, trying to say it was my fault it seemed. She did admit it in the end. It’s lucky that I have actually taken speed test results from the start of this contract, and I know that can be used legally somehow for some part of refund or something like that, because I refuse to pay for something that I do not receive.
The last point here is that the manageress tried to convince me that because FIRST UTILITY have a great reputation with their gas and electricity, that therefore they must have a great one for broadband, and again it took me ages for me to get her to admit that the people who are engineers for the gas and electricity side are not the same people who are responsible for the broadband, and eventually she said that it’s talktalk who operate their broadband, again she admitted I was telling the truth, well at least nearly, as near as I was going to get from her.
It is way beyond unacceptable, I’ve been with BT and Sky, BT speeds were not brilliant (I moved because they tried to overcharge me from the first month by £100.00) but FU is miles off that.
three times on
- Location
-
- Location
- Consett
- Reviewing
- Shell Energy
- Date
- 2018-02-28
- Comments
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So bad broadband I have submitted at least 10 speed tests for their attention but still no good .Happy to take money ,spend your money elsewhere!
- Location
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- Location
- Kelso, UK
- Reviewing
- Shell Energy
- Date
- 2018-02-11
- Comments
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This is an appalling company. I had been with them for over a year with very slow connection speeds of around 4 MBPS despite being on the fibre network, when I moved house. They arranged to move my broadband to my new address but told me it required a new contract and a wait of a month before they could connect me at the new address. The engineer failed to turn up after a wait of a month. When I contacted them (three hours on hold...yes!), I was told that the order had been "declined twice" and therefore cancelled. All my bills were paid in full by direct debit so there was absolutely no excuse for this cancellation. Furthermore First Utility failed to contact me in any way, and at any point in this whole process to tell me there was a problem. The representative I spoke to suggested another month long wait for another installation appointment but I explained I couldn't wait without broadband for so long and told him politely that I'd rather cancel the order. The representative then hung up on me! I then received a bill for an early termination of the contract for a full year's cost of £220 because they said cancellation occurred after the 14 day grace period, but they had never provided a service and I wasn't told they had cancelled my order until after the 14 day period!
I'm appalled by the level of corruption, incompetence and rudeness I've been subjected to by this company. I will contact the ombudsman now to see how I can get my money back. It's so time-consuming, frustrating and upsetting I would urge you all to avoid this company at all costs. Even if you have a simple enquiry you will routinely be kept on hold for more than 30 minutes at any time of day. Avoid!
- Location
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- Location
- Huntingdon
- Reviewing
- Shell Energy
- Date
- 2018-02-10
- Comments
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Trying to connect to the internet is terrible, It has taken just over three hours today and has just dropped out again after 15 minutes, don't know when I will be able to get reconnected. Only been with this company for two weeks, but not for much longer. Must read reviews on other suppliers.
Warning don't use this company, it will drive you doolally very rapidly rapidly.
- Location
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- Location
- Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-02-09
- Comments
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Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2018-02-09
- Comments
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I've just left, and they charged me £80 early leaving fee.
Been with then 6 months, and had nothing but trouble. You cant log into your account because the did not send a user name or password, I asked if I could have a new password and user name, and was told 'NO'.
I wanted to add calling features like caller display and call forwarding, I was told 'NO', I eventually got caller display, but it was a right game, had to go through customer services, which is a joke.
- Location
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- Location
- Chadwell heath
- Reviewing
- Shell Energy
- Date
- 2018-02-06
- Comments
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Excellent speeds and connection.
Very happy.
Thank you.
- Location
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- Location
- Romford
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2018-02-05
- Comments
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Fast and reliable and the same speeds as BT who i was with for 8 years.
VERY PLEASED.
- Location
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- Location
- Dinnington Sheffield
- Reviewing
- Shell Energy
- Date
- 2018-02-04
- Comments
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I've had my gas and electric from them for years and never had a problem, so decided to give their broadband service a go. I signed up for £18.99 a month.
I have been with them 6 months and have never seen a bill and can't access anything online. They charge me random amounts whenever they seem to feel like it, 3 months in a row, weird amounts then miss a month then it starts again and my broadband drops off intermittedly most evenings around 8pm. I have tried calling their call centre several times, I held for 20mins the first time, 30mins the second then 30 the third time, I never actually spoke to anyone any of the three times I called as I got sick of waiting and hung up realising it was probably costing me a small fortune being on hold for so long and doubting anyone was actually there, I emailed them a few days ago, got an automatic response but have yet to be contacted back by a human.
I would definitely recommend them for their gas n electric, but I don't think they're actually set up properly yet to do broadband customer service, so I would avoid them if I were you.
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2018-01-30
- Location
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- Location
- sevenoaks
- Reviewing
- Shell Energy
- Date
- 2018-01-29
- Comments
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So so bad! Made countless complaints and they always tell it is not possible that my speed is half what it was before I switched!It has now halved again! Just waiting the contract out now. I was a gas and electricity customer for many years, I will NEVER use them again.
- Location
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- Location
- Wiltshire
- Reviewing
- Shell Energy
- Date
- 2018-01-29
- Comments
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Faster and More stable than TalkTalk, which I find strange as its TalkTalk that's actually providing the service. The downside is their cheap routers, which means crap wireless connections
- Location
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- Location
- york
- Reviewing
- Shell Energy
- Date
- 2018-01-27
- Comments
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I feel that I am getting a raw deal paying for 38mb only getting 13mb staff don't have any answers I will not renew my contract with them when contract ends. (RUBBISH)
- Location
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- Location
- york
- Reviewing
- Shell Energy
- Date
- 2018-01-26
- Comments
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changed from one bad provider got one just as bad have contacted First utility about the speeds etc, waste of time, paying for some thing I am not getting very, very disappointed. going to change provider when my contract ends soon, would not recommend this service.
- Location
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- Location
- Stockport
- Reviewing
- Shell Energy
- Date
- 2018-01-25
- Comments
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Avoid this company like the plague. They are incapable of delivering stable, reliable broadband speeds. Mine is frequently at an mbs of 0.45. Abysmal.
- Location
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- Location
- west london
- Reviewing
- Shell Energy
- Date
- 2018-01-24
- Comments
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I have to say we are both happy with the service and speed. Friendly and polite. Thank you.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-22
- Comments
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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
- Location
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- Location
- essex
- Reviewing
- Shell Energy
- Date
- 2018-01-19
- Comments
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Very pleased and all good.
I work from home so use the internet all day long.
Its never let me down so i can only praise the service.
GREAT..
- Location
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- Location
- KENT
- Reviewing
- Shell Energy
- Date
- 2018-01-19
- Comments
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Switch over to first utility when i realized what i was really paying for my broadband and phone connection.
Connection is good and has never failed since the switch.
Excellent value and a great saving.
:) :)
- Location
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- Location
- somerset
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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what words can i say about first utility, well i was paying £18.99 a month for broardband when i left first utility energy my broardband went upto £23.99 for a servive that was well below par.
- Location
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- Location
- County Durham
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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Awful, awful broadband!!! I never usually leave bad reviews but I feel I should on this occasion. Like other reviews we were told when we changed over it'd be the same speed as our original supplier but cheaper. It's absolutely disgusting. So bad sometimes netflix won't load properly. Customer services are a disgrace as well on the phone for nearly 50 minutes then was told basically there's nothing wrong with the speed, sent us a speed checker of theirs and same speed as the test we done! Oh and when I used the ring back service no one rang back, I've reported this company to the ombudsman, I don't see why we should be paying for a service we aren't receiving.
- Location
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- Location
- london
- Reviewing
- Shell Energy
- Date
- 2018-01-17
- Comments
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Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
Well worth the switch and a happy customer.
- Location
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- Location
- colchester
- Reviewing
- Shell Energy
- Date
- 2018-01-16
- Comments
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good solid connection and a lot cheaper as there's no TV advertising to pay for.BT spend the most on advertising so this accounts for the big price difference.
Looking forward to saving thousands over the next ten years plus.
If you don't switch you will never know or save.
- Location
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- Location
- Pontefract west yorks
- Reviewing
- Shell Energy
- Date
- 2018-01-12
- Comments
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Customer service is awful went with them on 7th december everything wad ok till 20th december it all went off no phone or internet rung them told engernier would come out but not till 27th december they came said nothing wrong with the line or exchange and that there is no signal from their server so they must of switched it off still did not get it back on till today they rung and said my internet wsd going live today to me that means that they had switched it off so dont go with them at anycost
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2018-01-12
- Location
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- Location
- Lyme Regis
- Reviewing
- Shell Energy
- Date
- 2018-01-10
- Comments
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I am absolutely disgusted with this service and have obviously been sold a pup. I can't speak to anyone so in desperation have moved to anothet supplier after the first month.
- Location
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- Location
- milnrow rochdale
- Reviewing
- Shell Energy
- Date
- 2018-01-05
- Location
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- Location
- Sutton Bridge
- Reviewing
- Shell Energy
- Date
- 2018-01-03
- Comments
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What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE.
- Location
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- Location
- Milton Keynes
- Reviewing
- Shell Energy
- Date
- 2017-12-30
- Comments
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I switched from BT to First Utility less than a month ago based on a recommendation of the scouts they've set up at Currys PC world. I was told their service was just as good as BT but cheaper. The boradband service is absolute trash I've complained a few times.BT actually warned me about the service and they were damn right. Now it will cost me more because if my wifi speeds doesn't improve to the BT levels I'll pay off the rest of the contract and leave them, can't survive this rubbish service for another 17 months. The frustration will kill me.
nobody should move to them just because they have cheaper prices, their service is also cheap trash.
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2017-12-18
- Comments
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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
- Location
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- Location
- Lewes
- Reviewing
- Shell Energy
- Date
- 2017-12-16
- Comments
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Customer service is fairly good and helpful, however, customer service should be low down the list of desirables as ideally you shouldn't need it. Speed is ok. The biggest let down for First Utility is the frequency of broadband outages and disconnections. In terms of reliability they are appalling. This is why I have rated customer service quite high as I often need to contact them to ask why I have no connection!
Overall impression ... steer clear. Very unreliable.
- Location
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- Location
- Burnley
- Reviewing
- Shell Energy
- Date
- 2017-12-16
- Comments
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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.
- Location
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- Location
- southampton
- Reviewing
- Shell Energy
- Date
- 2017-12-03
- Comments
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Stay away! this company mis-sold broadband to me, they then emailed me saying apologies we mis-sold this service to you, then i cancelled (this all happened day one) i then received many emails saying i have not paid my bills, they then threatened me with court or a cancellation charge of £323. They are a joke and will damage your credit rating after they lie about what service they can give you. i will be keeping all emails for proof.
- Location
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- Location
- Manchester
- Reviewing
- Shell Energy
- Date
- 2017-11-22
- Comments
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Very good, and cost effective, never had an issue, had a fault found out it was an outage in the area, bit annoying but it happens and openreach fixed it.
Also im on the Ultra First, i was advised on estimated speed range, same as all other providers on openreach network, such as BT, Sky, Plusnet.
Ultra First Broadband 34.99 speed up to 76mbps my estimated speed range is 40-67mbps (im not going to expect 76mbps come on guys) it all depends on how far you are from the exhange.
I have no issue with First Utility seems straight forward cheaper then the rest
- Location
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.