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
- Customer Service
- Speed
- Reliability
Based on 332 customer ratings since 2019-10-31 (Show all time ratings)
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.
340 Customer Reviews for Shell Energy
| Reviewer | Location | Reviewing | Date | Ratings |
|---|---|---|---|---|
Aweful, can't get out of the contract even though they can't provide the promised speeds. Customer service horrible also. |
| |||
| Paul | Middlesbrough | Shell Energy | 2020-05-06 | |
I can’t comment on the actual broadband as I’ve had to cancel within my 14 day cooling off period. However as far as customer service goes, it was easy to get in touch and on both occasions when I needed to speak with someone, I spoke with Ali who is a credit to the company. |
| |||
| Ann | Caerphilly | Shell Energy | 2020-05-06 | |
Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place. |
| |||
| Paul | Hampshire | Shell Energy | 2020-05-05 | |
Constantly drops out, even when it’s working you can’t even connect your phone, when complaints are made they have covered their crappy service in their t&cs, charge you to send an engineer if you refuse you’re liable for cancellation changes - even ombudsman won’t help because, as mentioned- they have covered themselves in the t&c... AVOID AT ALL COST |
| |||
| Fiona1985 | Lincoln | Shell Energy | 2020-04-28 | |
Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks. |
| |||
| Lukas | Chester | Shell Energy | 2020-04-28 | |
Only get this off you love alone and use your device within a 20cm radius of the router. Incredibly slow and incredibly unreliable. You are better off paying a little bit extra to go anywhere else. |
| |||
| Ryan | West Midlands | Shell Energy | 2020-04-24 | |
I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible. |
| |||
| Harleena | Uxbridge | Shell Energy | 2020-04-24 | |
I started having my broadband with Shell Energy 26.03.2020 and today 21.04.2020 I have left them. I regretted the decision to go with them because the broadband was inconsistent, cutting out multiple times. I tried to contact Shell but it was impossible as they are extremely busy. Today I had an email to say that I will be charged £111.36 early termination charge. I spoke with a resolutions gentleman, who was polite and understanding, however his senior manager said that they could not waiver the charge. I am thoroughly disgusted and disappointed with their decision. |
| |||
| Debbie Stoten | Surrey | Shell Energy | 2020-04-21 | |
Staff are quite helpful but the speed is absolutely woeful and the connection drops frequently. The best thing to do is not sign up at all. Today's average speed is 1.3mbps, my mobile hotspot works better. Not sure how Shell is still able to sell this product, pretty much feels like a scam. |
| |||
| Tom | Yorks | Shell Energy | 2020-04-20 | |
A total bag of excrement it has not given me anything near the speeds advertised it is always buffering and when I finally managed to contact their "Technical people" I was expected to monitor my broadband for 24 hours on the normal socket and then monitor it on the test socket for a further 24 hours and compare the two and give them the results. |
| |||
| Derek | Stockport | Shell Energy | 2020-04-19 | |
Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke |
| |||
| J | Shell Energy | 2020-04-19 | ||
Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere. |
| |||
| Chris | West Sussex | Shell Energy | 2020-04-14 | |
Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever . |
| |||
| Heather Appleton | StHelens | Shell Energy | 2020-04-11 | |
Since set up in February this year have had to restart the router every day as it freezes, more recently the internet keeps going offline several times a day,have tried everything they have suggested on how to resolve it but no joy. |
| |||
| Sonia | Westhoughton | Shell Energy | 2020-04-08 | |
This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers. |
| |||
| Alexander Coles | England, Maidstone, Kent | Shell Energy | 2020-04-07 | |
It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had. |
| |||
| Sarah | Morden | Shell Energy | 2020-03-31 | |
Absolutely shocking don’t attempt to play any console games with this connection....! It’s terrible! Doesn’t even reach my kitchen which may i add is 2 metres away! The whole lot the price and the results are absolutely ridiculous and so not worth the bad head... |
| |||
| Mark | Newcastle | Shell Energy | 2020-03-31 | |
Agreement was 'VAT included' prices. First bill had VAT added to these prices! |
| |||
| Tom | Luton | Shell Energy | 2020-03-25 | |
I get 40mb with Shell, PlusNet were far faster. |
| |||
| Stuart Forsyth | London | Shell Energy | 2020-03-25 | |
Wifi is at best shocking - anything located more then 2 foot from the router will have issues connecting! |
| |||
| Our Sam | Cheltenham | Shell Energy | 2020-03-23 | |
User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid |
| |||
| Alastair Kight | Hertfordshire | Shell Energy | 2020-03-19 | |
When I signed the contract they agreed with the speed between 11-16mbps. But actual speed is 1-8. After two months I cannot log in to account. If you buy shell broadband you will get talktalk their explanation are they sharing services. Actually we are getting talktalk in anothername. |
| |||
| Jos | BIRMINGHAM | Shell Energy | 2020-03-16 | |
The worse internet I've ever had. Stay away as far is possible. the speed is so slow that you won't be able to do anything. |
| |||
| daria laskowska | london | Shell Energy | 2020-03-14 | |
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. |
| |||
| Mark | Otley | Shell Energy | 2020-03-12 | |
Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !! |
| |||
| Gemma ohara | Wakefield | Shell Energy | 2020-03-10 | |
Only recently installed but pre installation information was top notch, equipment seems reasonable, change over (from previous supplier)was less than 30 minutes, speed is slightly higher than previous. Overall very impressed so far |
| |||
| Davethediver | Wellingborough | Shell Energy | 2020-03-06 | |
Unfortunately made a big mistake and signed up for the offer trusting Shell name. Oh boy, couldn't be more wrong. To the reader who is just checking the reviews - SAY AWAY! worst experience ever. They promised 11 mbs in average for 17.99, while signing the contract sneaked that they will be providing from 5 to 9 mbps. Actually providing somewhere below 5 and max 6mbps and less than 1 mbps upload! It is not a broadband! It's a dial-up service. All I lack is that modem sound dialling to get online. |
| |||
| Michael | Dartford | Shell Energy | 2020-03-05 | |
The worst broadband company the don't let you know when your bill is due they don't let you know when your cut off because the modem will flash all green to show it's active but really it's cut off shell energy shut your broadband down please I said to them if they can talk to my mother but the woman rudely said no you are the account holder! I was about to shout back don't ever go with shell energy if you want to be screwed over. |
| |||
| Nathan | Gosport | Shell Energy | 2020-02-26 | |
Well they started poor, and ahve not got much better. Regular 12mbs Fast broadband, for over a week the max speed I had was 1.2mbs, then I had 3 days of 12mbs before it all came crumbling down, for the last 5 days I have when I have been able to connect speeds measuring around .2mbs and even one that returned as low as 67kbs. All with hardwired connection to router. Still no response from Shell. If I had know they were a talktalk reseller would not have joined. |
| |||
| Sandy | Bristol | Shell Energy | 2020-02-24 | |
Stay AWAY from this broadband they are a bunch of scums, I had to cancel my broad band because my home was renewed,the engineer was there with my neighbour, t7ried to contact them the day before stating that my landlord didn't allow me to have it they said I would have to pay costs over this, the broad band was not installed, it did not go live and the engineer was there called them on the 19/02/202 which they put me o hold for over 50 mins, to cancel again because there was no open breach cable, they scums twists the things around saying that there would be a cost for £65 for missing the appointment the scums first told me they needed 48 hours before the engineer updated the report, then after they kept on saying I miss the appointment and I should be glad there would not be any extra costs, requested to speak to manager she did not put m through to him instead put me on hold for another 40 mins. They still send an email to make another appointment with the engineer , i told them I would be making a complain to OMBUDSMAN they say I could do it on they website tried to go in comes to appoint that it doesn't let you further. YOUR BLOOD Sucker just want your own commission to pay of your salary, an email will be send to every were I can to put your **** company down. |
| |||
| Maria Pinto | Borehamwood | Shell Energy | 2020-02-20 | |
Definitely the worst broadband provider ever on planet earth. Connection began to drop since December 2019 and have had to call them to repair it for 6 times, with them booking BT engineer for 3 times however after each visit the service begins to go off again after 2 days. I was forced to listen to their t&c every single time without exception even though the person on the phone provides absolutely no help at all. Worst of all is it is not possible to cancel the contract even though the service goes off on a weekly bases and a they’ve had to book a BT engineer over and over again. This company is disgusting and should be avoided at all costs!! Absolute waste of time!!! |
| |||
| Yao | London | Shell Energy | 2020-02-17 | |
Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out. |
| |||
| Dom | Sussex | Shell Energy | 2020-02-09 | |
Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID |
| |||
| Leanne purshouse | Rotherham | Shell Energy | 2020-02-07 | |
I am a disabled person who has to input my medical blood results every day, these incompetent guys have left me with no phone and no internet and are even trying to charge me £60 for a new line which wasn’t installed. I’m now left with nothing for a week because that’s how long they have said an engineer will take to come out. I do not know the levels of medication I’m meant to take because I cannot input my blood score so this time tomorrow I could be in hospital because I could have taken to much medication or to less and these people at Shell just don’t give a crap so they have left me frightened ***AVOID AVOID AVOID LIKE THE PLAGUE *** |
| |||
| Kerrie Simmons | Stoke-On-Trent | Shell Energy | 2020-02-06 | |
Signed up for the service back when they were still First Utility, at which stage they were nothing to write home about, but inexpensive and serviceable enough - the occasional drop-out notwithstanding. |
| |||
| Dawn | South Coast | Shell Energy | 2020-02-05 | |
Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID AVOID |
| |||
| Raouf | London | Shell Energy | 2020-01-31 | |
This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service! |
| |||
| Alexia | Granato | Shell Energy | 2020-01-31 | |
I have had no problems were with first utility so same connection just carried over.However when I tried to tell them an external bracket holding the incoming wire was hanging by one screw this being a health and safety issue I was adiced I could fix it myself or hire an electrician I contacted outreach and they took two to come and fix it. |
| |||
| mick stevens | Rushden | Shell Energy | 2020-01-29 | |
The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made. |
| |||
| Dan pearce | Newcastle | Shell Energy | 2020-01-21 | |
This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap. |
| |||
| James | Surrey | Shell Energy | 2020-01-20 | |
Loading... |
||||
Add your own review of Shell Energy
See how Shell Energy customer ratings compare to other home broadband providers
Compare home broadband
View all home broadband providers
Read our Shell Energy Broadband buyers guide
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.
