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
    1.8 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 233 customer ratings since 2023-07-24 (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.

1,483 Customer Reviews over 38 pages

  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lost broadband services for four days last month due to faulty router.
    Currently have had no broadband for four days (and counting) this month due to a line problem.
    I'm terminally ill but don't meet their criteria of being vulnerable.
    They offered the paltry sum of £3.68 as a refund for being without the service for four days.
    I live in a large stone house and the router they provide is not good enough to allow internet access throughout the house. We have to use TP Link plugs to enable internet access throughout the house.
    They also give us that "mid-contract" price rise.
    Would never use them as service providers again.
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Despite having problems since our contract started (8mths ago), Shell Energy has not fixed our problem. There is nothing wrong with the BT line, that is always reliable, the problem is with the 'not fit for purpose' wifi router that Shell Energy provide for their customers. No wonder it's cheaper - it doesn't work. We are not totally without broadband for all our devices except for this laptop where I have plugged a wire into the router. We call Shell Energy today and used their call back service. They haven't called back. We are beside ourselves and have no choice but to source a provider and pay two providers - one Shell for a non-service, and our new provider who we know will be more reliable and we moved from them to save £3 per month by moving to Shell. Worst broadband mistake we have ever made
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appallingly poor service from a company whose staff seem trained specifically to argue with customers on every point instead of listening to their concerns and addressing the issue diligently an fairly. They've tried to walk all over my consumer rights, despite admitting their many errors and "service failures" and their staff have been plain rude most of the time. I would love to see their reporting statistics because they failed in all of their callbacks to me up until I escalated the issue to their executive team. My best advice to anyone with an issue is to look at the Consumer Rights Act 2015 and the things a company must do when it cannot meet it's own obligations under a contract.
  • Reviewer
    Location
    North west
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband from Shell energy is the worst broadband we have ever used. The wireless router is so unreliable, Shell Energy advised us to use wires throughout the house!!! The signal is totally unreliable, as it comes and goes between 2-10 times per day. It's a terrible broadband facility and I cannot wait to get out of this contract. Only 9 and a half months to go. Please don't set up a contract with Shell Energy, unless you want no end of disturbances and stress. It's the worst broadband decision we have ever made
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service level atrocious.
    Only company using BT line that can't transfer a BT landline
    Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
    Cancelled with them
  • Reviewer
    Location
    north yorks
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    was moved to shell from post office, I pay quarterly but bills arrive 2 ays past paying date, customer service non existent, no response to email, online account never avaliable, they seem unable to get my bills to me on time but can get threating letters about non payment to me two days past due date !, how can I pay on time if like last bill dated 6th october arrives 22nd october?, if you reach customer services they say they will put you through to someone who can deal with my problem and then hang up, total waste of time, should not be allowed to trade.
  • Reviewer
    Location
    North Yorkshire Dales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Like others commenting here, since the take over of Shell we have seen a drop in download speeds and a marked increase in buffering. The download speeds we were attaining back at the beginning of the year were consistantly around the 29/31 mbps - at the time of writing this, it is just 9.59 - going to contact customer services today for an explanation.
  • Reviewer
    Location
    North Yorkshire Dales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got migrated from Post Office to Shell and at first noticed no signifcant change HOWEVER in the last few months had very slow speeds (1mbps or less) and frequent outage. Had an Openreach engineer call, told a problem outside of premises and fixed the problem. Here we are 4 weeks later and have now got exactley the same problem. Have carried out both Shell and Ookla and showing broadband as Talk Talk - thought I was buying Shell but...... The service is absolutely crap so BUYER BEWARE, go to BT/Plusnet/EE - all under same umbrella I'm told and I'll be looking to leave Shell ASAP.
  • Reviewer
    Location
    Northallerton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is a disgrace. The internet is slow when it works which is rare, the customer service is horrendous we had one customer service agent hang up on us when we said we wanted to leave the company, do no recommend I’d rather use a carrier pigeon than use these bunch of arseholes again
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
    If I could give them a minus star review it would be minus ten!
  • 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
    NORTHAMPTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't do it. They give you a 14 day opt-out option - what they don't tell you is that that expires before the service gets activated!! So, if it's god awful once live - they reply with 'there will be a cancellation fee'!!!
    Even the CS agent knew it was a scam, 'most people just scream at me about it' he said!!! 30 mins to get through to tech support, tried to blame my devices first (of course) then had to fix it.
    Avoid. Use pigeons instead.
  • 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
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No customer service and no broadband service. I'm leaving!

    Also, just called the cancellation line and they hung up on me straightaway.

    This company is a SCAM.
  • Reviewer
    Location
    NORTHAMPTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Router is a post it note - no reach - bought a booster.
    Connection is unstable - constant drops.
    Customer Service is awfull beyond belief! Won't talk to you - don't reply to email equieries even if replying to their customer service ticket. Don't do it!
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not move to this company for broadband. We were energy customers of First Utility & thought we’d save money by moving to them from BT. Nothing has worked since. We have had 2 routers & a BT engineer out. The line is fine & the old BT Wi-fi worked perfectly. The Wi-fi doesn’t work, the kids can’t play on the PS4, And we’ve used all our 3G allowances on phone as a result. This has been nothing but grief. We have refused to pay so far & they now want to charge us over £200 for an early termination fee on the contract, for a service they haven’t provided. The customer service just passes you around the houses & any decent company would have the good grace to allow us to move on. The manager is not available to speak and apparently will call us back in 48hrs. The representative told me that she’d tell me the same thing though. Avoid this provider unless you want stress & grief. Worst provider of any service I’ve dealt with. Will also be cancelling my gas & electric with them as a result of this.
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusted. Broadband speed was ok for location, but the router is a post it note that uses electricity.
    And they charge you £50 if you don't send it back.

    Rip off, bad customer service, don't do it.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
  • Reviewer
    Location
    northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    AWFUL!
    I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.

    I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)

    I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.

    I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)

    DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.

    THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!

    AVOID.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Don't bother with these charlatans. Purchased a broadband package from Shell and was told that I could retain my old phone number. After the service went live they then told me that they couldn't retain it, so now I've lost the number. Also you have to wait half an hour to get through to an operator.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Endless problems with the telephone line - eventually we were unable to receive incoming calls. Telephone customer service representative continually talked over me, not giving me the opportunity to explain what the problem was and was extremely patronising.

    I was a Post Office customer for years but the takeover by Shell has been dreadful. Am now in the process of changing provider.
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!

    Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.

    AVOID!!!!!!!!!
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is beyond absurd the way this company have treated me. After dialogue with this company about renewing my contract I was assured on multiple occasions that the new rate was in place however they continue to charge me at my old rate hence the multiple staff members I have spoken with simply did not do their jobs as they assured me it was changed yet it has not after multiple assurances. What kind of company employs staff who are simply not doing their jobs and lying to customers? I will now seek legal advice in relation to consumer rights as this company is simply not providing what we have agreed upon in the terms of our agreement. Truly shocking in this day and age that a company treats a customer like this.
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor connection phoned them mon week and they said they would do a reset, still as crap as ever. Regret signing up with them! Suppose to be fibrus top speed but I'm lucky if get any signal! I wish to opt out of my contract as I'm not getting what I paid for. Wish I read reviews before getting.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete shambles avoid like covid. Had a dreadful experience from start to finish. Had to go through the ombudsman it's the only way to get money back. They just stop responding on resolver. A shambolic of a service. Full of idiots. Avoid
  • 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
    northolt
    Reviewing
    Shell Energy
    Date
    Comments
    This Company is big Scam very poor customer service . They promise and later they said they dont know nothing . I trying to do this from currhs They are not installed in 2 month time and again they want more time to fix. They dont want to cancel contract and charging early termination fee without connecting internet .
    Pls avoid this company .
  • Reviewer
    Location
    Northumberland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Dreadful customer service. Bill arrived today 18th August but payment was due 16th August. This always happens so I have to make a late payment. Can't get to speak to anyone on phone. Tried emailing but despite giving the account number it took a week for them to reply that they had no records of my email address so couldn't help! I just feel they are sitting there having a laugh at struggling customers
  • Reviewer
    Location
    Northumberland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I have to restart the router at least once a day; most often it needs two restarts to connect to the internet. When it is working the speed is as good as with my previous supplier. Needless to say I will be changing when my contract ends.
  • Reviewer
    Location
    Northumberland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Biggest mistake to make. Please avoid this company. The broadband only works for a few weeks until you are tied in to the contract and then internet connection is up and down particularly at weekends or evenings when there is no telephone support. Also for each time service is down there is a 48 hour wait for a “technician” to even look at the fault and then the internet connection appears for a couple of days until the process starts all over again and another 48 hour wait. I have to visit family and friends for internet access.
  • Reviewer
    Location
    Northumberland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends.
  • Reviewer
    Location
    Northwest
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    POOR POOR,

    Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.

    1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can't get a mortgage at the moment.
    2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
    3. Compensate me with a £100 for the rubbish service.

    Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.
  • Reviewer
    Location
    northwest
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having read all the reviews i can only endorse the negative points made by the broadband customers of First Utility.This company should not be allowed to offer broadband as it doesn't appear to be able to keep its promises regarding speed etc plus the fact the customer service is terrible to say the least.It costs a small fortune how they keep you hanging on with only an occasional robotic voice and dreary music for company,this might be acceptable if your problem was sorted by them but alas no this is not the case as all they could offer was an engineer in three days time,no offer of compensation only to be told if the hub has been tampered with the engineer will inform you that his visit will cost you £140. So come the end of my contract its bye bye First Utility broadband and thanks to customer service it will be bye bye to gas and electricity too
  • Reviewer
    Location
    Northwest
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.
  • Reviewer
    Location
    Northwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly the worst internet and customer service I've ever received, joined in August and no internet to this day and still no solution and saying I'm the one that needs to pay to leave! AVOID SHELL LIKE THE PLAGUE absolutely terrible!paid nearly 100 quid for internet I dont have and they want 234 quid to leave it's the worst I've ever seen, and I hope to god shell energy can read this!
  • Reviewer
    Location
    Northwood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Do not touch this company with a barge pole!!! I signed up with Shell Broadband on the Superfast package. The connection kept dropping and after complaining on numerous occasions they finally sent an engineer out for which they charged £65. In the end I got Ombudsman involved who then got Shell to send me a letter of apology. At one point they agreed to waive the engineer's call out fee of £65 but then they retracted their offer and debited my account with £65. Stay away from Shell broadband--rubbish broadband and even worse customer service!!!!

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.

Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.