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
    Norwich
    Reviewing
    Shell Energy
    Date
    Comments
    Avoid like the plague, May father has just died and they have just charged my sis whos the executor £50 for a router (was a post office customer and i cant remember him ever getting a new router from shell)
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Although it took some weeks to set up the broadband, I was pleased with the low price. It did drop out and there were times when I lost connection for quite a while. The price went up after a year so I cancelled and went to another provider. I asked to keep my landline number and they said a firm "NO" and told me, amongst other things that they had given it to someone else and that I had to send the router back within a month or they would fine me for the cost of it and sent me a postbag! Meeow!
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Had this for over a year, always had intermittent disconnection issues and looking forward to the contract ending so I can find another provider.
    I had to hassle them for months to get the freebies and vouchers offered under the sign-up deal, was hard work.
    The thought of trying to correct or report the issue makes me want to cut my wrists so I've never bothered.
    Vote with your feet is my motto.
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Shell Broadband at all costs .
    Mis sold package 8 months ago charged me for fibre which has never been installed. Customer service a waste of time , just sitting in a queue to speak to someone… absolutely shocking AVOID !!
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terribly unreliable and very low upload speed. Never had issue with BT. High cancelation fees would avoid
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs!
    Liars, broadband is shocking and the customer service is appalling. Will be leaving as soon as we can
  • Reviewer
    Location
    Nottd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst company I have ever dealt with. 10 months with broadband so slow and unreliable I have to turn WiFi of on my phone to get internet. Customer service have no interest in fulfilling the contract. Horrible people and a horrible company. I don't understand how they are allowed to trade like this.
  • 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
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Atrocious speed, intermittent connection and the worst customer services I have ever experienced. It's taken 9 months for them to put some effort into improving my connection. I doubt they would have done that but for the bad reviews I given them on sites like this.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I haven't had useable broadband since signing with shell. No smart TV, no software updates, no doorbell alerts, no surveylance cameras, no netflix. Even to the extent that I have to switch off WiFi on my phone to use internet. Month 9 now of paying for something that they have no intention of supplying. Don't make the same mistake I did. This company are basically fraudulent theiving scum.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Possibly the worst service provider I have ever had to communicate with.

    Upgraded with Shell broadband as I couldn't access the internet with the previous shell wifi. Was told that on the 31st of May I would receive a wifi box. It is now the 8th June and I have had no correspondence or wifi boxes, despite still being charged.

    Spoke with 4 different customer service agents and had been told to wait in on numerous occasions and promised the box would arrive, still to no avail.

    It is a nightmare trying to get compensation for the days I have had no service.

    Avoid shell broadband at all cost; terrible internet and awful service. I don't think the people working at Shell even know what day of the week it is.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Was a post office customer thrown to this incompetent company I have never had a worse experience with a company start to finish no one knows what there doing, cannot answer a simple question when asked maybe other are lucky I had sleepless nights, rang four times one day four different answers to same question
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been using different providers over the years and Shell Energy is the worst.
    The connections have akways been unstable. For three times during last year, it's dropped for two or three days, becuase They couldn;t fix it over the phone, and could only send their engineers at least after two days.
    Their customer service phone lines have been always busy, so did their online chat. I've been waiting each time calling them at least 30 minutes, and one time more than two hours online.
    There was no help available from Saturday night. I had to purchase three times data add-ons to work on my mobile. I was told there was no compensation even I complain.
    Finally, they claimed that they sent me the Tracked48 label by email but they never did. And now I'm calling them again, and waiting again online for their response, even now that I've left them!
    I'd strong recommend to avoid them at all cost!
  • Reviewer
    Location
    NOTTINGHAM
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling service constantly dropping out and no connection. Not receiving the service I pay for. Avoid Shell energy, do not even consider them an option.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn't wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn't.
    I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs's has been a very poor experience.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Couldn't recommend this company ever month chasing them for a bill was a post office customers before shall be looking for a new supplier full of false promises never get paper work just a nightmare each month will not admit there's a issue with the billing
  • Reviewer
    Location
    Nottinhamshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    This is by far the best company I have had. I put in a complaint of single dropping on the 16th May. This problem was a problem with previous supplier also. They sent openreach the next morning. Turns out my line had been hit by lighting. 4 months I'd be complaint to talk talk before this with no answers. All my sockets and line changed that day. New router ordered also and arrived within 3 days. Calls to update me every step of the way. Also offered a refund I did not ask for. 6 day turn around and fastest speed iv had in months. Great customer services! Highly recommended!
  • Reviewer
    Location
    Notts
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Connected to broadband on 16.1.2022. By 05.01.2023 I was having problems with it dropping out. BT Openreach came out and nothing wrong with the line coming into the house. Shell have tested my line everytime I phone them, they have split the router to 2.4 & 5Ghz. Still kept dropping out. Then advised that nothing else could be done.When I said I wanted to cancel they said they would charge the early cancellation fee (nearly £300) because I had used their service. Apparently 8 devices connected to it (3 lamps, laptop, Alexa and phone. Another phone and a Firestick were not on the property at the time of my conversation). Just read that typically 255 devices can be connected to a router via wifi.
  • Reviewer
    Location
    Notts
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service, cancelled, now cannot get money owed paid back.
  • Reviewer
    Location
    Nr. Swansea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Although there's been some awful reviews posted about Shell broadband I can only speak as I find, was originally with Post office broadband till Shell took them over, haven't noticed any difference in broadband speed or reliability issues,still satisfied with the service I'm getting, the only gripe I've got is if you need to contact them by telephone be prepared for a very long wait before an agent your call
  • Reviewer
    Location
    Nuneaton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period.

    Please keep our speeds coming at 78mbps download and 20mbps upload. so far so good. No help was needed, easy to setup and easy to connect. I can't thank Shell enough. It has been an easy transfer from our old provider to shell. Great experience so far.

    Thank you Shell Energy
  • Reviewer
    Location
    Nuneaton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ********AVOID**********
    £15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
  • Reviewer
    Location
    Nw10
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Never ever ever move migrate or use shell broadband i am using capitals to over emphasise the fact do not use shell broadband...They are rude! Unhelpful nothing happens when you need help there is no complaints dept i repeat no complaint dept whatsover it is a disgrace!!! I apparently changed providers without doing so thereafter i have had no help no help no one can give you information about your case no one at shell cares about you they just want your money!!! Go elselwhere or let it be at your peril!!!
  • Reviewer
    Location
    Oldbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Unless I’m within 10ft of the router do I have good connectivity & stability. I’ve complained over several months about this, even had an open reach engineer visit to check everything, he told me for what we are paying & what is needed to run all the devices in our home; this router is too Weak and we’ll always have problems. Shell energy know about this and recommended I buy a wifi booster from them! The amount of stress caused from months of this is ridiculous.
  • Reviewer
    Location
    Oldham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    When I agreed this contract it was for FIBER TO THE HOUSE .NO Virgin yet here but I had been very happy with it before. Hence I said it had to be right to the house.
    No problem sir our new 'Fiber plus ' will give you that . 14 days to connect it.
    After several calls and issues I opened the little grey wall box outside ---- NO fibre just old nasty copper !
    Then yesterday I spoke with two Openreach engineers that had just completed fibre to the house two doors away. They told me that at the moment Shell could ONLY supply fiber to the cabinet NOT to the house. Right or not that fitted with what they did and told me. Go back to Petro Chemicals Shell. You can't do Broadband.
  • Reviewer
    Location
    Oldham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've never done a review before but wish I'd believed these 1 star reviews prior. Shell energy has an unreliable internet connection, and I felt like I worked for them and not the other way around as they treated me like dirt, continually trying to find way to get more money out of me 3 months after I had left them.
  • Reviewer
    Location
    ossett
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
  • Reviewer
    Location
    ossett
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    moved from plus net no broadband for 7 days I was told it was my socket and line in house, funny how it all worked with PlusNet. the ip not valid router issue was told Openreach would look into but it router issue not line fault,
    so will leave go back to plusnet
  • Reviewer
    Location
    Otley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    It's 2 months since I switched to Shell Energy Broadband on my rural ADSL line. Due to distance from the cabinet / exchange, my speed has never been more than about 2mbps down and 0.5mbps up.

    Initial setup on the go live day was fine. The supplied router is plug and play. Make sure you use the RJ11 cable that comes in the box. It is 4 core whereas many other cables are 2 core. I tried a good (shielded, just 25cm) 2 core cable and found that my line speed halved.

    While getting the supplied router up and running was a breeze, things get a bit more complicated if you want to use your own hardware. You need your ADSL user name which can be seen in the router's web interface, but the password is hidden. I rang the technical support team who gave me the password over the phone.

    My first bill was high than I was expecting which is a bit of a worry when you're dealing with a new supplier. On looking more closely, I'd been billed for about 6 weeks which is why it was more. This could have been communicated more clearly.

    The service is working really well for me. I've got broadband that's as good as my previous service with the added benefit of anytime phone calls.

    I know about the "disconnection fee" and will surely query this if it's applied when the time comes. OFCOM guidance is that it can only be applied where the provider has actually incurred a fee themselves so as a consumer, you are entitled to ask for proof of this.
  • Reviewer
    Location
    Oxford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I cannot fault Shell Broadband. After reporting a fault on the line of Friday, the technical team arranged for BT to attend between Tuesday - Thursday the following week, BT arrived at 9.00am on Tuesday and fixed the fault.
    You cannot beat Shell Broadband the cost for Ultra fast broadband, and it works !
    The call centre are professional in answering your queries, it does take a while to get through.
  • Reviewer
    Location
    Oxford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly if I could give lower than one I would. Not surprisingly to see so many bad reviews. Pathetic customer service and absolutely useless broadband service. Gets disconnected so many times, it's slow and poor response and even if it is their fault they will not agree.i wish I had never subscribed to it.
  • Reviewer
    Location
    Oxford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish. Frequent drop-outs and, strangely, can't connect to either Gmail or Yahoo e-mail services (if I connect using a mobile hotspot, these e-mails miraculously appear...)
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Shell took over my post office account. Having read other reviews I realise that I have been fortunate not to have had any problems with internet or phone. However I am only getting 20mps and I am pretty sure my PO contract was offering 35-ish.
    However, Shell seem to be totally incapable of organising a direct debit and kept cutting me off. In the end I had to resort to paying online each month. At around £42 a month for “Superfast Broadband” and any time calls, it’s not a cheap option (not even fibre) and I am thankful that my contract is about to finish.
    They never answer the phone, but greet you with a recorded message advising you to hang up if you’re driving. Do they think I’m a complete moron?
    They should stick to oil and wrecking the environment. I’m off to Gigaclear and paying at least 40% less for a much faster connection.
  • Reviewer
    Location
    paignton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    do not use have had trouble with them since day 1, the 14 day cooling off period starts from the day u order it, so when ours went live the 14 days was up. we r leaving early as cannot get it to work all over the house, have bean quoted £310 to leave instead of the £150 we were told on the phone. there is no 24/7 telephone support, so if your broadbands goes down u cannot use there online services to fix problem. STAY AWAY FROM. i wood give them 0/5 for everything
  • Reviewer
    Location
    Paisley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    By far the worst broadband I've ever used. Staff try hard, not too hard to speak to customer services. The actual product is dreadful. Slow and intermittently non existent. 18 month contracts so stuck with them, although I think I might just pay them off to change supplier. Not good enough to work from home.
  • Reviewer
    Location
    PE7
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money.
  • Reviewer
    Location
    Pembrokeshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible speed, terrible customer service, terrible reliability, cheap terrible router supplied. Stay well clear of this outfit, they're terrible.
    I cancelled and they're now trying to charge me a sky high cancellation fee after a month without broadband which is they're at fault for.
  • Reviewer
    Location
    Penarth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Truly awful service. Broadband keeps cutting off so unable to access on demand TV like iplayer, 4OD or netflix. Shows just keep cutting out half way through then have to start all over again. Have spent an hour waiting to talk to somebody from customer service only to be cut off immediately by rubbish representative "Hannah S". Now back in another queue to try and speak to someone again. Avoid at all costs! Terrible broadband.

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