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 stars

Based on 318 customer ratings since 2019-10-29 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

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.

333 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
getting through to speak to someone takes a minimum of 35 minutes and they charge you for this which is £2.85 each time. They do not do anything they say they will do, so basically avoid them at all costs!!!!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
essex Shell Energy  
Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out.

Customer service was basically a fifteen minute phone call that resulted in them suggesting I turned it off and on again.

AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex Shell Energy  
Customer service is fairly good and helpful, however, customer service should be low down the list of desirables as ideally you shouldn't need it. Speed is ok. The biggest let down for First Utility is the frequency of broadband outages and disconnections. In terms of reliability they are appalling. This is why I have rated customer service quite high as I often need to contact them to ask why I have no connection!

Overall impression ... steer clear. Very unreliable.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    1 star
Lewes Shell Energy  
Have had shell broadband for the last few weeks but then phone for some reason has now been disconected onthe 22nd September so I have no broadband or telephone line. Contacted shell through livechat but nothing has so gar been done to put the problem right
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
great haywood Shell Energy  
Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
  • Satisfaction
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Sheffield Shell Energy  
AVOID AVOID AVOID AVOID Put our prices up after not telling us if we left as energy customers our price would go up! We didn't even know that the price was special as it was the same for non-energy customers all over the internet. Their terms and conditions have been very well put together to basically charge and do whatever they like. they did not cancel my contract as I asked in writing in August 2017 and still continue to bill me to this day to the tune of £508!!! They have 5 people in their compaints department and cannot get back to you or answer your complaint 11 weeks later, their names are useless, incompitant, waste of space, why are we paying you and numpty! If you want a good provider for Home Phone and Broadband, go direct to Talk Talk!
James Shell Energy  
Broadband is okay, is not the fastest but it's quite reliable.
However I've just realised that Shell has charged me £54.16 for having to send the technician out because they couldn't tell me what to do and what to look for when I was installing the modem. It turns out that they could have told me the lines come from the back of the houses not the front and saved me time and money, but they didn't. How should I have known their lines come from the back of the house?
Very poor service!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
York Shell Energy  
Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
Well worth the switch and a happy customer.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london Shell Energy  
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. .
Richhill Shell Energy  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln Shell Energy  
Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wimbledon, London Shell Energy  
AVOID. Go elsewhere, you will regret signing up with these clowns.

Wish I'd read the reviews before being lured in by the download speeds of 63mbps and low price.

Speed drops off repeatedly every day during the day and in the evening. Tried all kinds of troubleshooting but finally concluded the problem is on their end - they're just completely unreliable. Customer Service is bloody appalling.

Cheap does not = good. Go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • 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  
STAY CLEAR AT ALL COSTS!! Worst company I've ever dealt with. I had no broadband at all, due to a fault at their end. I cancelled after the 3rd day after numerous phone calls & they had a cheek to charge me £110 for it!!
Heckmondwike Shell Energy  
Everything about them stinks ! Bad customer service .. bad WiFi signal ! AVOID AVOID AVOID !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Shell Energy  
changed from one bad provider got one just as bad have contacted First utility about the speeds etc, waste of time, paying for some thing I am not getting very, very disappointed. going to change provider when my contract ends soon, would not recommend this service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
york Shell Energy  
I feel that I am getting a raw deal paying for 38mb only getting 13mb staff don't have any answers I will not renew my contract with them when contract ends. (RUBBISH)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
york Shell Energy  
First utility bill worst company ever you over charge me £600 from April 1st to June the 23rd you rip me off gas and electric and you give false reading gas and electric metre which is not mine that I've gave you !am going to report you to the newspaper for ripping customers off I wouldn't recommend your company to anyone I'm doing a review on first utility company! Your service is appalling your staff are rude they don't no how to deal with customers on phone strictly speaking I give you zero for all the stress that you caused me for the short time I was with the company Bad Company
Finsbury park 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  
Dreadful organisation.Been with them about five weeks.Worst decision I ever made when I chose these jokers for my Broadband supply. Current speed is 0.11mbs. Struggling to open and read e-mails and as for videos, forget it. No landline now for two weeks, with little prospects of a solution.On your heads be it if you make the same choice as I did. AVOID AT ALL COSTS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool 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  
I got my broadband and it was advertised maximum speed 10 MB but I am I cannot get even one MB I called them and they say if I want to cancel I have to pay £115I cannot see the sample video on my Facebook my mobile Internet is much faster than their broadband they’re absolutely rubbish company and I advise do not go for shell broadband energy
You are wasting your time and money and you’re absolutely liar
West Midlands Shell Energy  
The worst ever service we have had. AVOID! AVOID! AVOID!
They have mined the cooling period off in the small prints. Be very careful.
Because of their faulty router, we had had to change the provider quickly due to home work and kids' online learning. They now won upon us with the Ombudsman Services as there is nothing wrong in their small prints (who would read those?), and will now charge us about £120 pounds for early cease fee and early termination fee.
I fought. I lost.
They won. But shamelessly.
Such a big company. Such a dirty trick.
Someday someone will punish them.
AVOID! AVOID! AVOID!
Salford Shell Energy  
I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible.
It doesn’t work and cuts out during the day and late at night
Sometimes it’s good during the day but seems to stop working all together at 11pm.
The worst thing is that you can’t get out of the contract which is 18 months long
As soon as it’s finished I will be returning to sky and I will be much happier with there WiFi
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uxbridge Shell Energy  
I thought they were cheaper. I had joined them on 20 Sept. 2019. Great mistake. I reported a fault on my Landline SIX days ago. Nobody came to check, though was promised. The Broadband service the POOREST of all I had joined in the past. Connection very slow, it keeps on being cut off. I very much want to DITCH them before my contract ends, if they would let me leave them. Please, please. do not let them deceive you, do not make the mistake I had made. It is the WORST service one can find. I am dispatching to their Registered office, a copy of a BUNCH of REVIEWS by the DISSATISFIED customers. Hope they close down the Company. ----- HA NARAN
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LEICESTER Shell Energy  
Broadband is so weak, I can’t even watch Catchup without constant buffering. I’ve never had a problem with any other provider before.
Can’t wait for this contract to end so that I can leave Shell.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
East Sussex Shell Energy  
Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
East Sussex Shell Energy  
Awful, awful broadband!!! I never usually leave bad reviews but I feel I should on this occasion. Like other reviews we were told when we changed over it'd be the same speed as our original supplier but cheaper. It's absolutely disgusting. So bad sometimes netflix won't load properly. Customer services are a disgrace as well on the phone for nearly 50 minutes then was told basically there's nothing wrong with the speed, sent us a speed checker of theirs and same speed as the test we done! Oh and when I used the ring back service no one rang back, I've reported this company to the ombudsman, I don't see why we should be paying for a service we aren't receiving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
County Durham Shell Energy  
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 .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
StHelens Shell Energy  
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
Bolton 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  
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  
********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nuneaton Shell Energy  
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"
My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk Shell Energy  
Do not move to this company for broadband. We were energy customers of First Utility & thought we’d save money by moving to them from BT. Nothing has worked since. We have had 2 routers & a BT engineer out. The line is fine & the old BT Wi-fi worked perfectly. The Wi-fi doesn’t work, the kids can’t play on the PS4, And we’ve used all our 3G allowances on phone as a result. This has been nothing but grief. We have refused to pay so far & they now want to charge us over £200 for an early termination fee on the contract, for a service they haven’t provided. The customer service just passes you around the houses & any decent company would have the good grace to allow us to move on. The manager is not available to speak and apparently will call us back in 48hrs. The representative told me that she’d tell me the same thing though. Avoid this provider unless you want stress & grief. Worst provider of any service I’ve dealt with. Will also be cancelling my gas & electric with them as a result of this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Shell Energy  
If thinking of moving to shell energy broadband don’t !!! They are totally useless. Despite many phone calls no resolution to their error. Staff especially Ally were useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Broughty Ferry Shell Energy  
Just joined broadband ok but found out they charge for 0300 and some 0800 calls won't let me leave contract been whith them 2 months
Great edstone Shell Energy  
Absolute rubbish, speeds are terrible was told speeds may vary over the first 2 weeks then was told I could not cancel although I was miss sold the package. I was told speeds would be good in my area but I struggle to run a single device the customer service is terrible and now I am stuck with a £150 cancellation fee.
STAY WELL AWAY DO NOT BUY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swansea Shell Energy  
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.
anyone who wishes to use own router just go thru to tech and they will assist
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
gateshead Shell Energy  
Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.

Tried to contact with their customer service. After 2 hours on hold, been hanged out!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tickencote 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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