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)

Find alternatives to Shell Energys to Shell Energy   Compare broadband in your area

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
    Penrith
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Takeover from Post Office has been an absolute joke - no broadband for a week. Phone calls take an hour to answer, letters sent that should not have been sent. Employees don't have enough knowledge to deal with problems, i.e. I have asked for refund of charges paid in advance. I was told Shell do not charge in advance - website says yes they do!!!
  • Reviewer
    Location
    Penzance
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I switched broadband and phone, my change over day was today. Broad band switched phone is dead, broadband so weak can’t get Netflix or Amazon.
    Been in an online help que for an hour now.
    Wish I’d stayed with Sky.
  • Reviewer
    Location
    Perranporth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible. Do not use. We have had download speeds of 0.1m/s for 10 days now. Customer service takes ages to get through to and they even blame us for something inside the house. Without us changing anything it starts working again and to add insult to injury they offer to refund us £2 for 2 days it was not working. DO NOT USE.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
  • Reviewer
    Location
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have been with Shell B/Band for a couple of months since they took over from the Post Office B/Band and I HATE it!
    It is slower than it was, I get “Loading” problems on YouTube - never did that before and whereas it was easy to login to the Post Office website I have had nothing but problems with this lot.
    Tonight, in order to see my bill, I made SIX attempts.
    Each time I was told that I had entered the wrong address or password.
    As I cut and paste my details into the relevant boxes and eventually they work, the fault must be Shell Energy’s, not mine.
    The moment I am free to leave this cursed company, I will.
    Don’t go near this mob.
    Stay well away.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DREADFUL .Constantly buffering.if I watch a live football game,it buffers that much I'm still watching 10 minutes after the final whistle.complained and they said I had too many devices on at once.they ran a speed check and said I was getting 19.5 maps. Lucky to get more than 15mbps. But its the constant buffering and lost connections that irritates . Regret signing up with these guys .
  • Reviewer
    Location
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with SHELL Energy Broadband now for three terrible months.
    I had no choice because they took over my Post Office B/b account and I could not leave.
    I have nearly a year left on this rotten system.
    For some reason, it is far, far worse than it ever was.
    The Post Office was not good but this is a absolutely abysmal.
    Even short downloaded programs off YouTube continually stop with that "Loading" message.
    Music videos just stop midway and take over 5 minutes to load in many cases.
    I have just tried to watch a SKY NEWS clip on YouTube which is 1 minute 45 seconds long.
    It took nearly 4 minutes to load and then kept stopping!
    Trying to contact Shell on the phone is totally pointless and Emails get no response.
    THIS IS ROTTEN, RUBBISH BROADBAND!
    Do yourself a big, big favour and go elsewhere for yours!
    Stay away from SHELL, whatever you do!
  • 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
    Plymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Customer service is absolute useless. I was on the phone for an hour then cut off resulting in me wasting an hour of my time. Called again and still nothing for over an hour. Once you do get through to someone it is an Asian call handler I had to constantly ask to repeat themselves as I had no idea what they was saying. Moved over from Post Office Telecoms which were a lot better compared to this rubbish company.
  • Reviewer
    Location
    PLYMOUTH
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    The service is terrible 6 months reporting problems with the Internet dipping in and out .had to pay extra for data with my phone provider .No Internet from yesterday engineering not coming until Tuesday. Decided to leave this sham of a company been told i will have to pay an early termination fee .How are they allowed to get away with this .like others i wish i read the review .Don't choose this company going cheap isnt good when you have no service .
  • Reviewer
    Location
    Plymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company are without question the worst company I have EVER had the misfortune to have any dealings with. Shell Energy and broadband are nothing more than a bunch of cowboy liars...!

    Do yourselves a favour and DO NOT have anything to do with this bunch of greedy, careless, Liars... Stay well away..
  • Reviewer
    Location
    Plymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    TERRIBLE - I didn't think in 2022 it was possible to have such a joke in place of broadband in a major city (have had previous providers 10x better).
    First time writing online to complain about something too, who has time for that?! Well it it saves you the speed, service, reliability and headache woes... hopefully these 30 seconds have been worth it!
    Embarrassment.
  • 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
    Pontefract west yorks
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Pontypool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'll give customer service two stars for politeness, but I've been with Shell for a few months and have had to contact them 3 times already. This is by far the worst internet service I've had in this property in 11 years. It's not fit for purpose half the time, often completely unusable, and have to resort to using data on my phone. The one glowing review here is clearly fake. I wouldn't recommend Shell Broadband in a million years.
  • Reviewer
    Location
    Pontypridd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Painfully slow at times. Not very reliable either. If I knew then what I know now I would probably give my business to another company. I do not get the promised speeds most of the time. They are cheap though.
  • Reviewer
    Location
    Poole
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
    PLEASE, PLEASE AVOID for your own sake.
  • Reviewer
    Location
    Poole
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The absolute worst company I've ever dealt with .
    To use the word useless would be a compliment after what I've been put through over these last few months.
    From beginning to end , they've messed up everything.
    They took money they shouldn't have , and then told a pack of lies about issuing a refund.
    They actually lied !!!
    Basically I would call them criminals, hiding behind the name of a legitimate company.
    I'm now with Plusnet , and so far they've been great .
    Once bitten twice shy .
    Shell ain't gonna get their teeth into my hard earned cash ever again !!!
  • Reviewer
    Location
    POOLE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    It's difficult to sum up in words , just how incredibly
    badly Shell Energy take their approach to customer relations .
    Basically it simply doesn't exist .
    They're obviously not interested in developing any sort of communication between themselves and their customers .
    They take money without being authorised to do so .
    They conjure up lies that don't relate to the actual facts .
    And they break their promises .
    And they have the cheek to hide behind the name of a world renowned company .
    Obviously Shell have somehow become involved with some tin pot broadband supplier , who has no idea to what amounts to customer satisfaction .
    Making this one of the most awful experiences I've ever had to endure, whilst trying to get back money from them , they had no right to take in the first place .
  • Reviewer
    Location
    Port Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Portishead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Very poor I have to reboot the router every day and I can't get any responce from them on the phone I'm seriously considering leaving the contact early dispite the fees
  • Reviewer
    Location
    Portrush
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Couldn’t even provide service -failed. 3 promised dates yet have yet to see service provided. I sat in 10 days for engineer - no dates ever given . If I could give zero stars⭐️I would. They offer £100 to spend in Shell Service Station yet have not computed that there are none in Northern Ireland. They sold off their garages here. Go figure!!!
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Comments
    Highly unreliable and significantly slower than even the lower end of promised speeds, do yourself a favour and never use shell for internet. Customer service ignores requests for replacing router when equipment is faulty.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Broadband have charged me the full termination fees despite leaving them becuase my new property was not capable of fibre broadband. But because Shell - could supply a slower connection - not fibre - they insisted this warranted full termination fees. So even though I wanted to stay with shell at my new address and transfer contracts, this was a no brainer. Very unhappy. Bad bad bad bad bad customer service. As a result they've also lost me as a Shell Energy customer.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    absolute garbage, got moved from Post office, without even been asked. unable to set up my Shell account. so cant read emails
  • Reviewer
    Location
    PORTSMOUTH
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company ever, even tho they work thru TalkTalk.
    Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
    AVOID,AVOID,AVOID!
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service. I don't have a choice to be with this company as was with postoffice that then sold the contract. If you have a choice Please please don't use this company
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Every second it off. I called several times with no solution still stopping every second
  • Reviewer
    Location
    Poulton le Fylde
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT USE THIS PROVIDER!!!
    Needed a phone line only for my 76 year old dad who is vulnerable after having a stroke.. we was waiting for the phone to be connected and didn’t happen.. after 2 hours on the phone trying to get through we finally did.. an engineer was sent the next day and sorted it!!..HOWEVER., THEY PUT THE WRONG TELEPHONE NUMBER ON THE CORRESPONDENCE and we couldn’t get through to my dad obviously!!! .. until I called my mobile number off the phone and realised this!!.. absolute shambles!!.. MUPPETS!!
  • Reviewer
    Location
    Prees
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Just awful. The speeds are fine, when it works. It takes forty five minutes to get anyone on tech support and the advice is to plug devices in with Ethernet cable!

    And they are going to charge me to leave early. Despite the fact that they are not providing a decent service.

    Avoid at all costs.
  • Reviewer
    Location
    Prestatyn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
  • Reviewer
    Location
    Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line.

    To top it off they charge a cancellation fee even if you're out of contract.
  • Reviewer
    Location
    PRESTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the biggest mistake my in my life is using shell energy broadband.worst customer service,lies,WiFi no working, oh my god I can't explain..
  • Reviewer
    Location
    Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My sister in law is struggling to make ends meet and is trying to reduce outgoings. Although not eligible for best shell offer as she is already a customer, she rang them, explaining her problems and they came back with a really good deal. Well done Shell broadband. You have helped save her Xmas.
  • Reviewer
    Location
    PRESTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the world slowest internet on the earth. Maybe they were trying for Oscar with there brand. My personal rating 0.00000000000001
  • Reviewer
    Location
    Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have come across,unfriendly pass you from department to department,dont use this broadband provider
  • Reviewer
    Location
    Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
    Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn't.
    I've called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
    My basic problem with Shell is that every time I call, I'm on the line for 40 - 50 minutes, most of it 'on hold' waiting to be transferred to their 'Retentions Dept'. On 3 occasions, they've offered to call me back the next day but have NEVER done so.
    I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
    To be fair, their broadband has been reliable, so I've not had to deal with their customer 'service'. Now that I have, I can see why so many others give it a good slagging off.
  • Reviewer
    Location
    Preston Lancashire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst experience I have had the misfortune to have. Shell upgrade my broadband to fibre without informing me. This resulted in my current rooter being incompatible. After 3 hours on the phone a new rooter was dispatched. When it arrived it was exactly the same as the original so not compatible. More complaints and I have yet to receive the correct rooter. Complete incompetence
  • Reviewer
    Location
    Princess risborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Reliability
      1 star
    Comments
    Since I changed from bt I findes the broadband goes off and on . Difficult when my heating works from internet. When playing music one song then goes off nightmare
  • Reviewer
    Location
    Rainham, Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I don't believe that First Utility have the technical capability or business acumen to offer a broadband service. They fail miserably on aspects of delivery and support. They should be avoided at all costs. I would also add that no organisation that I am aware of can take so much negative reports without attempting to even investigate the criticism. I firmly believe that we have been conned.

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.