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
    2 stars
  • Customer Service
    2.1 stars
  • Speed
    2 stars
  • Reliability
    2.1 stars

Based on 332 customer ratings since 2019-10-30 (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.

340 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
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
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Malvern Shell Energy  
I've had my gas and electric from them for years and never had a problem, so decided to give their broadband service a go. I signed up for £18.99 a month.
I have been with them 6 months and have never seen a bill and can't access anything online. They charge me random amounts whenever they seem to feel like it, 3 months in a row, weird amounts then miss a month then it starts again and my broadband drops off intermittedly most evenings around 8pm. I have tried calling their call centre several times, I held for 20mins the first time, 30mins the second then 30 the third time, I never actually spoke to anyone any of the three times I called as I got sick of waiting and hung up realising it was probably costing me a small fortune being on hold for so long and doubting anyone was actually there, I emailed them a few days ago, got an automatic response but have yet to be contacted back by a human.
I would definitely recommend them for their gas n electric, but I don't think they're actually set up properly yet to do broadband customer service, so I would avoid them if I were you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Dinnington Sheffield Shell Energy  
Wifi is at best shocking - anything located more then 2 foot from the router will have issues connecting!
It is the old adage; you get what you pay for and this maybe be cheap but it is crap
We'll be moving to Sky as soon as the contract is up.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Cheltenham Shell Energy  
Simply the worse, shop around if your already locked in a contract with these cause some companies will pay your contract out like Iv luckily had done. 15 months of absolute garbage lmao
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Manchester Shell Energy  
Awful, just Awful, the broadband itself seems ok but the supplied router is useless weak signal after a few feet, continually dropping connections, customer service awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Westhoughton Shell Energy  
I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
St Helens Shell Energy  
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.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Shell Energy  
Wish I'd never heard of these jokers.
What a shower! Phoning the "helpline" (pause for howls of laughter) is a nightmare;ditto the live chat (who was the idiot who first dreamed up live chat-another nightmare)
I moved in recently, their engineer came to reconnect a line, asked how many extensions I wanted activating (note, activating NOT installing) we agreed on three or four I forget which and away he went.
Several days later I find not one is working and when I complained I was told they only install one and if I want more extensions INSTALLING (note installing, not activating)I should get it done by an electrician.
They obviously did not read my first email and it took two reminders to get a reply at all.
STICK TO SELLING PETROL SHELL-you're useless at Broadband.
DO YOURSELF A FAVOUR PROSPECTIVE BROADBAND PURCHASERS-GO SOMEWHERE ELSE!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
West Sussex Shell Energy  
I've been having broadband issues for the past two months, numerous phone calls and emails yet the standard response is too many devices, which I've proven to not be the issue by providing tests over Ethernet with only one device connected. Anyway the majority of devices are smart bulbs, smart plugs and a thermostat, leaving only a laptop and TV.

The pings spike up to 8000ms and nothing will load not even the Google homepage. Also the guaranteed speed range is 8-14Mbps yet I regularly get as low as 0.5Mbps, again they don't see that to be an issue. Their advisors don't know what pings are so their answer is that I need fibre when in reality they just need to fix my broadband.

To summarise, if it works you'll be lucky not to experience their shoddy customer service. However, if you do have issues get ready to collate proof otherwise they won't believe you! Then by some miracle escalate the complaint which is very difficult as they won't usually let you past the customer service advisor! Overall pretty rubbish for a well established name but clearly they haven't got their customer service right!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Coventry Shell Energy  
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.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Surrey Shell Energy  
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.
I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!?

Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill...

I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added!

Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!!

So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!!

I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming!

Disgraceful company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
England Shell Energy  
We had a few weeks of very poor service which we tried to remedy ourselves- even with a password that doesn’t work on the router website. This fact continues to be ignored by Shell.

When I contacted customer service they told me to follow processes - which I did and which made no difference. I went back and told them. They came back to say they had tested the line and it was our problem not theirs. Miraculously the line worked after that.

A couple of weeks later we had the same problem. Customer service responded 2 weeks later with the same set of processes to check.

They really don’t seem to care. I will be moving as soon as my contract is up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Taunton Shell Energy  
Paid for high speed of 14-21 gbps, getting between 8 and 10. totally dissatisfied. Feel I'm being ripped off.
Said they would get Open reach to investigate, but nothing has been done DO NOT SIGN UP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Shell Energy  
If you are thinking of switching to Shell broadband my recommendation would be DON'T DO IT.
The advertised speed is only achievable when ALL wifi devices are turned off and you are connected by ethernet.
The router its self is very poor quality and I cannot get a signal in areas of my house that I could prior to switching to Shell.
Customer services are quick to respond via Facebook but not email. They had me jumping through hoops when I complained about the speed. First I had to wait 14 days. Then I had to ensure my router was in the optimum position. It was then a hard factory reset followed by the submission of 3 official speed tests which showed a significant loss on the advertised speed. After all this Shell told me I was indeed receiving the correct speed and told me to perform a speed test via ethernet with all wifi devices turned off. This did return pretty much the correct speed but is totally useless for modern day living.
I will be leaving at the end of my 12 contract. In the meantime I have to have 2 wifi extenders in my small 3 bed house
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Mansfield Shell Energy  
So, we signed up for this, went on holiday and read the reviews after.
Dumb move on our part.
I rang to discuss my worries....45 mins later, still no answer to my call.
I call back again, another 40 mins. This time I didn’t care what they had to say, waiting 40 mins to speak to a human, anyone, is not acceptable.
I cancelled and called plusnet. Straight onto an advisor for only £3 a month extra, I’ll pay for that level of customer service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Hull Shell Energy  
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).
Internet was intermittent for months at my new address. It should have been around 25-30mbps but was more like 3mbps. After months of complaint and finally threat that I would leave, they finally pulled their socks up and started asking OpenReach to come over and sort out the issues.
They agreed to recompensate me for the really poor service for I think what was around 4-5 months with a month-and-a-half refund. OK not the happiest, but I accepted it was all they were willing to offer. 2 months later, I start to get emails that I was behind on payments due to the 1.5 months that I had not paid. I was a little tired of this so I asked the person on the phone how long I had left on my contract and was surprised that it worked out that I was an 18-month contract since moving and not a 15.
I asked them to investigate the conversation I had with the person who arranged for the internet to be set up at my new residence (because all calls are recorded for training purposes) and 3 phone calls later they apologise for not having followed the issue up earlier will be raising the issue and (promising this time) they will be letting me know of the outcome of their investigation. My internet speed has improved I guess so I shouldn't really complain.
Oh! I shouldn't leave out that for the period it was really bad and I threatened to leave (for the 3rd time) I couldn't receive a WhatsApp message on the wifi without it affecting another service in the house using the internet.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Kent Shell Energy  
My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.

I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.

Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.

I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.

The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Scotland Shell Energy  
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.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Rotherham Shell Energy  
In the last two days trying to get assistance with the Shell Customer service is a joke, only yesterday I spent 2 hours trying to get a problem solved and today just the same, their service stinks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
LEAMINGTON SPA Shell Energy  
We have infrequent disruptions of service but when it's disrupted it is 5+ hours where the connection disappears every 1-5 minutes.
They have sent out engineers to find the fault, concluded it wasn't local and left it at that without sorting the problem.
We are moving to a different ISP as this is intolerable.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Llangollen Shell Energy  
My internet is not very good. Always buffering. Stopping. And not very fast
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Shell Energy  
I can only agree with all the other negative reviews - AVOID!!! I had been with Virgin Media for more than ten years, but unfortunately had to switch as they don't provide my new area. Shell customer service is the worst, a bunch of useless call centre employees who are not in any position to make changes/cancellations etc. but forward your request again and again. They confirmed by email that they would push back my activation date, but I then received an email a day before original activation date, that my service would go online next day. I called them (finally getting through after 20 minutes) only to hear that my request had been rejected, but they couldn't tell me why. They also could have let me know instead of me calling them to find out (even though they had confirmed by email)! I then asked to cancel my contract within the 14-day period I was allowed to do so as I wasn't even living in my place yet. Request rejected as well! What a joke!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Shell Energy  
Don't use this company if you think you might need customer service. Almost impossible to contact unless you are prepared to spend ages on the phone and listen to dreadful music. Email does not work.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Burnley Shell Energy  
I get 40mb with Shell, PlusNet were far faster.

I also didn't use the correct link to get the 'deal' and by the time the first bill came, I contacted them and they just said 'well it's too late to cancel now'. Awful customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Shell Energy  
I am absolutely disgusted with this service and have obviously been sold a pup. I can't speak to anyone so in desperation have moved to anothet supplier after the first month.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Lyme Regis Shell Energy  
Very slow today 0.4 upload and .05 download. So much for Slow Shell!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Godalming Shell Energy  
Once I was set up with first utility the 14 day cooling off period had finished so from the initial set up I realised I was locked into 18 months of useless broadband. I can't watch BBC iPlayer without buffering every couple of minutes. It is an appalling service and they do nothing. Download speed 1.8Mbps, upload 0.7Mbps.
I STRONGLY ADVISE AGAINST SIGNING UP.
When you do get through finally to customer support they are pleasant but can do nothing to fix the problem.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hitchin Shell Energy  
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.

The speed of the Internet dropped when I moved my house. I have logged in a complaint as that's what they suggested to do. Well, it sounds that they have theirs house in order however it is just to delay your decision about the change. It took me about three months, one visit of the engineer to hear that the speed of the Internet is as expected. It was such a waste of time. They have offered that I an cease my contract only for 58.5 not the full price. Well that is not a solution for me, they also said that the speed is ok even though the Open Arch engineer came and said that is is slow and the fault is on the Internet provider side.

Another problem was just at the time when I started with them. They just simply never send to me the broadband starter kit! I rang them few week after that as I was travelling and they said they will send it again. They have never refunded the days which I didn't have the Internet!

If you have a choice go to someone with good customer service and actual broadband.

Thank you.

Anna
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Southampton Shell Energy  
I’ve been with First Utility since 5/2, so one day and one month, and I have to say the speed is absolutely awful. As my son put it, it’s actually slower than dial-up of all those decades ago: The last three tests over the last 2 weeks were 0.9 and 1.36 and 1.36Mb download with NAN and 1.15 and 0.20Mb/s on upload - this using two different speed tests over the days too. This is absolutely appalling. Not only this, it has cut out three times in this time and two of those were for over five hours. The company has come up with every single excuse these companies usually use for why they have failed so much, but of course I’m not buying any of it.
The call centre manageress said that I had received emails to send their own specific speed tests to, but eventhough I filled the initial form in online correctly, they have my surname spelt incorrectly, and it took a while for her to admit that that’s why I have not received the emails, trying to say it was my fault it seemed. She did admit it in the end. It’s lucky that I have actually taken speed test results from the start of this contract, and I know that can be used legally somehow for some part of refund or something like that, because I refuse to pay for something that I do not receive.
The last point here is that the manageress tried to convince me that because FIRST UTILITY have a great reputation with their gas and electricity, that therefore they must have a great one for broadband, and again it took me ages for me to get her to admit that the people who are engineers for the gas and electricity side are not the same people who are responsible for the broadband, and eventually she said that it’s talktalk who operate their broadband, again she admitted I was telling the truth, well at least nearly, as near as I was going to get from her.

It is way beyond unacceptable, I’ve been with BT and Sky, BT speeds were not brilliant (I moved because they tried to overcharge me from the first month by £100.00) but FU is miles off that.

three times on
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes Shell Energy  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Wales SHEFFIELD Shell Energy  
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
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
South London Shell Energy  
Paying for 78 mb when only getting 32-40. My last isp was able to give me 80mb. not happy at all
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
london Shell Energy  
Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Northamptonshire Shell Energy  
If you don't improve broadband speed and continue to ignore customers comments definitely everyone turns to another supplier.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
durham Shell Energy  
This company are appalling. Broadband is constantly crashing. 2 engineers booked, 1 came out no internal wiring/router problems now charged £80 and still no broadband. How can i get away from them. Do not use this company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bolton Shell Energy  
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!!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
I don’t usually write online reviews but wish to try save anyone else from purchasing WiFi from shell. It’s frustratingly slow and CONSTANTLY drops out. I previously had sky internet and had no issues - lured by the shell deal unfortunately. I live in a small apartment and watching tv in the bedroom a few metres from the box is impossible - Tv works perfectly fine when I stream programs using my 4g which I now have to do all the time. Also the cancellation period is 14 days after you start the contract but you won’t get connected to the internet for at least 14 days! Brilliant!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Chester Shell Energy  
shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
AVOID like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Shell Energy  
I have never received the speed I understood I was sold for. I plugged my laptop directly to the router by cable connection. I used the Watchdog Broadband check while talking to customer services. I was then asked to provide speed data over 3 days. This I did but they say the speed checker I used is not valid! I believe Watchdog from the BBC must be acceptable. I will change provider as soon as my contract expires.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Rutland Shell Energy  

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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.

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