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 210 customer ratings since 2018-12-12 (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.
200 Customer Reviews for Shell Energy
Reviewer | Location | Reviewing | Date | Ratings |
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I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you! |
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Anna Stochaj | Southampton | Shell Energy | 2019-03-12 | |
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 |
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terry | northwest | Shell Energy | 2019-03-05 | |
Appalling service, no stars can be given. Bitterly regret leaving BT 4 months ago, since when we have received a totally inadequate service. The internet is very intermittent and cuts out continually. We have been quoted £290 to cancel the contract, which seems appalling. In any other circumstances, if goods prove faulty you can return them and go elsewhere. Shame on you First Utility, we have been very satisfied gas and electric customers for the last 3 years, but shall now go elsewhere in protest at your shabby dealings with us |
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Heather Sharp | Bolton | Shell Energy | 2019-03-04 | |
Absolute dishonesty from start to finish. They get you aboard for £19pcm but forget to mention anywhere that it's £19 plus VAT. You get a max of 9 Mbps for 4 days followed by .08 Mbps. When you contact them they suggest you switch to £35 per month plus VAT for a faster speed. They will ignore all complaints except when you cancel the DD - then they write, boy how they write. When they know they've lost - as in when you are with a reliable supplier - you will hear nothing for 2 months. Then you will receive a threatening e mail from their 'collection agents' etc. I have opened a case against them with the CAB who believe enough other like complaints will see the Trading Standards take over, even the police maybe. Get your money back off these sharks, ask for some deserved compensation off them for their behaviour towards you; then register the complaint with the CAB. |
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Robert | Emsworth | Shell Energy | 2019-02-28 | |
Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter. |
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Brian | Falkirk | Shell Energy | 2019-02-21 | |
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. |
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Peter | Rainham, Essex | Shell Energy | 2019-02-21 | |
Not too bad until you decide to leave.£15.00 cease fee and £35.00 charge if you don't send their router and wires back within 30 days. |
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Mick | Rotherham | Shell Energy | 2019-02-16 | |
Been stuck with them for over a year. Broadband speed very slow (8mbps - should be getting 35+). They said there was nothing wrong with it. Eventually I got fed up and paid for BT put in another line. BT coming down at 35 - 45 Mbps. turned out the First Utility engineer had split the wires when connecting the service which led to their dodgy speed. First utility customer service not interested so I paid up the contract and left. Absolutely useless customer service, terrible broadband - I will never use them again. |
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Roy Hardy | Woodford Green | Shell Energy | 2019-02-06 | |
We are very unhappy with first Utility I would not recommend them at all. We always have interruptions to the service . Very slow internet speed and have always had trouble with the service and go hours without internet. We have complained but they have not helped out at all or even give us reasonable advice. They have actually been rude and unhelpful. My advice is to avoid first utility, I can’t wait until I am out of the contract so I can change provider. I would not stay with first utility even if they were giving it free as it is completely useless. We only surf the net we are not gamers and are not heavy internet users . So avoid FIrst Utility. . |
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Faye | Richhill | Shell Energy | 2019-01-29 | |
This company broadband is RUBBISH please AVOID AVOID, If you planning to switch broadband to the First Utility may face huge financial debt If you terminate a contract, or you may get stress until the end of the contract. I don't recommend First Utility broadband. |
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D.T | London | Shell Energy | 2019-01-23 | |
The broadband kept cutting out so we would have periods throughout the day when internet wasn’t available. This happened nearly every day over the 12 months we were with First Utility. It was also slow. They blamed other households using internet but we have never had these issues with the other 4 providers we have used. So could not receommend this company |
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Graham | South London | Shell Energy | 2019-01-20 | |
One star is too good for this company, took out a contact with these cowboys in September and have had nothing but problems. Had no service with them for a week and a half when the broadband went live, the router they gave us looked like it had came from a kids toy box was so flimsy and just absolutely rubbish, had to go buy extenders to try and get a connection in our one bedroom flat because it look about 1 hour to stream anything. Router packed in about 3 weeks into the service and they sent a new one for free which was probably the high point of this service. Highlighted the contraction issues and was advised an engineer would come out, couldn’t make the appointment and the girl I spoke with wouldn’t cancel the appointment even though I had called due to an emergency I had to leave the property. Phoned again and was told I would get a call back (this was November) they never called me once or made any attempt to call me back. I was promised money off my bill twice and found out today that hadn’t happened. I owe £96 and they have a collections company hounding me via email so I messaged them on Facebook, social media team are appalling, I was told 4 days in a row I would be contacted and it never happened. I also received a message from the social media team that was highly unprofessional, been on the phone today and now have been told nobody can deal with it because I have raised an executive complaint and went to the ombudsman. Once my contract is finished I will be going to another company! |
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Rebekah | Scotland | Shell Energy | 2019-01-19 | |
Changed over from EE on the 18th, changed cos it was half the price i was paying with EE, but not even a month yet and it keeps crashing, not happy, going back to EE |
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Sarah | Londin | Shell Energy | 2019-01-09 | |
AWFUL - DO NOT USE. |
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Thewix | Suffolk | Shell Energy | 2019-01-03 | |
DONT USE. Not much better speeds than the old dial up used to be. Definitely DONT GET IN FRONT WITH PAYMENTS. I've been waiting over 4 months for money they owe me. Appalling service! |
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Kate | Wales SHEFFIELD | Shell Energy | 2019-01-02 | |
I have had the Broadband contract for the last 13 months and it will finish in another 5. I have already put into my calendar that I need to look for another Internet provider. |
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Anna | Southampton | Shell Energy | 2019-01-02 | |
Constantly crashing every 5/10mins. Takes me 2hrs to watch a 20min prog on now TV. They have admitted they can see it dips constantly (I've kept screenshots) yet it's still the same. Asked to send a pic of my setup....yeah my setup has worked perfectly for every other provider. Perhaps start providing the service you are paid for. Can't even get dates right on emails. Claimed I had a missed payment on Xmas Eve when in actual fact they went in on the 21st for it! Then when you screenshot emails and bank statements and send them they start slavering about 3days to clear. Avoid avoid avoid. If I can get out this contract without being hit with their RIDICULOUS termination AND cease charges I will. I'm off to citizens advice! Why should I pay to terminate a contract THEY are not FULFILLING |
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Sharlene | Falkirk | Shell Energy | 2018-12-31 | |
changed from virgin media was paying 48.00 a month now pay only 27.00 a month for much faster broadband glad i changed should of did it years ago everything very good and good customer service too very happy |
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tracey harding | sunderland | Shell Energy | 2018-12-28 | |
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. |
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john | ossett | Shell Energy | 2018-12-27 | |
Appalling broad band service struggles to get 6Mbps off peak time and no more than one device can reliably connect at any time. Constant calls to customer service were totally waste of time and resulted in being told that the welcome email warned me that average speeds could be this low. I have complained to the watchdog authority and to the Ombudsman as I believe that they are mis selling their service. STAY AWAY FROM THIS COMPANY IF YOU KNOW WHAT'S GOOD FOR YOU |
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Peter Cassidy | Essex | Shell Energy | 2018-12-20 | |
Coming from a measured 40Mbps BT fibre to First Utility Standard Broadband. |
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James | Basildon | Shell Energy | 2018-12-20 | |
Absolute worst broadband out there on the market, since i’ve signed up a month ago my broadband has been crashing every few hours we’re lucky to have 6 hours of internet a day before it goes down, customer service is absolutely appalling would definitely not recommend and looking to switch very soon. |
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Mohammed | London | Shell Energy | 2018-12-11 | |
So angry with that company. Internet not working 5days. They said someone will come today to look it from 8-13 i called them to say that no one not came and they answer that i ha e to wait more 2 days to see if internet will come back to broadband and then if nothing will be happening they will send someone. I'm so angry as we paying 34.99£ per month and it's only second month we are with them. Disgusting service!!! |
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Vicky | Kent | Shell Energy | 2018-12-10 | |
Beware - Be Warned. These sharks offer a £19pcm deal. Once installed they slow you down deliberately then offer their more expensive faster service - they operate a no contact 'service' too - avoid as you would the plague. |
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Robert | west sussex | Shell Energy | 2018-12-09 | |
On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't. |
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Luc | England | Shell Energy | 2018-12-05 | |
Very very disappointed that companies like this exist these days. The customer service is shocking and they use outright fraud to retain customers who find them out. |
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Tambo | Edinburgh | Shell Energy | 2018-12-05 | |
This is dreadful .so many bad reviews why is no action taken they just don't care I was put onto this by carphone warehouse won't deal with either ever again .18 months of no hope . |
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Richard | Sidford sidmouth devon. | Shell Energy | 2018-11-23 | |
Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that" |
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Ian | Norfolk | Shell Energy | 2018-11-22 | |
Really impressed so far, no hassle setting up and really fast speed considering it's only standard package |
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Sophie | Rochester | Shell Energy | 2018-11-19 | |
Anyone who is looking to switch to first utility broadband please don't they are the worst internet provider ever. I have been having problems from day one and still have.I wish i read reviews before i joined, but its too late now. |
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Summer | London | Shell Energy | 2018-11-12 | |
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, |
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john | ossett | Shell Energy | 2018-11-05 | |
Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend. |
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Lisa Woo | Bedford | Shell Energy | 2018-10-18 | |
Was very dubious joining this company for broadband after reading the reviews. But I went ahead anyway and well. What can I say. Faster speed than I had with sky. Reliability is brilliant. Online gaming has become fluent and no disruption at all. I highly recommend first utility ! |
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Dean | Cornwall | Shell Energy | 2018-10-13 | |
I guess it was policy to restart my contract with the company when I moved address so I shouldn't really hold that against them. But it has only gone downhill since then. The person who administered the move told me that it would be a new, 15-month contract (which ill come back to). |
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Ali | Kent | Shell Energy | 2018-10-08 | |
Very slow broadband and First Utility are not interested in improving their broadband speeds. They tie you into an 18 month contract and they know that there is nothing you can do until your contract expires. They have no interest in improving their download speeds because of their long contracts |
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Julie Ann | Malvern | Shell Energy | 2018-10-07 | |
The biggest issues with the company that I've experienced are a rubbish router and poor customer service. I was paying BT a fortune so decided it was time to change providers, the second I switched to FU (how ironic) the performance dropped to zero. I'm supposed to be on the 35Mbps product, but I couldn't even get a stable connection to Netflix servers let alone actually watch a programme or film from start to finish. |
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Barks | Devon | Shell Energy | 2018-10-06 | |
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 |
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Jeremy | Peterborough | Shell Energy | 2018-09-26 | |
been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline numer@first-utility.com) the guy even stayed on the line until router had connected. |
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iancarr | gateshead | Shell Energy | 2018-09-24 | |
Terrible broadband connection low speed or no speed. Terrible customer service with watertight contract they will rip your pans off if you leave them |
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Dim | Blackburn | Shell Energy | 2018-09-24 | |
Horrible service! They overcharge you for no reason. If you decide to leave after contract, they will blackmail you by fabricating some conditions which never appear in the initial contract. Don’t waste your time/money and get into trouble by joining them. |
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Joe | Sheffield | Shell Energy | 2018-09-22 | |
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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.
