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
    1.7 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 272 customer ratings since 2023-05-22 (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.

1,469 Customer Reviews over 37 pages

  • Reviewer
    Location
    West Malling
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has got to be the worst broadband provider, if you can call them a provider. 30% of the day i had no internet.Paid an outstanding 35 pence with debit card.I returned router with proof of postage, i was told router had been received,however they never seem to contact the truro tossers (debt collectors) that the router was returned. After 12 months the truro tossers phoned me demanding £30 for the router. Told them to get stuffed and take me to court. I blocked their phone number. Shell should stick to oil.
  • Reviewer
    Location
    West midlanda
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID

    no internet even after ringing up and complaint still no internet. Rang back a couple of days later they will send an engineer out which you have to wait in half the day for and couple be charged for.
    Takes 2 weeks plus to switch company by the time you realise that they are an awful company it's too late your outside your 14 day cooling off period with no I internet an increasing phone data bill and a life dial engineer charge.

    CAN NOT WARN YOU ENOUGH PLEASE AVOID THIS COMPANY
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful. If I could give zero I would. The worst internet I have ever had, having to use our phones data in the house, as with this internet you couldn’t possibly have Netflix on and use a phone at the same time!
    DO NOT BUY!
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    West midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    Don't receive advertised speeds.
    Read reviews go elswere.
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Comments
    a few months on and still not receiving estimated speed of 38
    just checked speed and varied between 8 m
    and 31 m
    usually get 20 m ish.
    read reviews then go elsewhere.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service. Expect to wait an hour or more for the phone to be answered.
    They have cut off my mother phone. She is 87 years old and its an essential life line for her.
    They admitted they had not sent out a bill, so that's why it wasn't paid on time.
    i settled the bill over the phone and two days later they sent a threating letter to her demanding the money again.
    DO NIOT DEAL WITH THIS BUNCH OF INCOMPETENT IDIOTS.
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay for 38m and regularly receive far less. ATM 5.8 and 1.6.
    Read the reviews and go else ware.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Estimated speed on signup to Fast Broadband 7-12MBps actual speed 8.5MBps.However i have speed test results going back years which prove my line now supports 13+MBps so was expecting near top of their quoted range. After over 2 months of emails (and they are slow to respond) they have just gone full circle back to it must be my internal problem. Please note they are a TalkTalk reseller. Avoid both these companies and any other TalkTalk reseller if you want the best speed your line can support.
  • Reviewer
    Location
    West midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My regular report. I pay for 38m, I usually get low to mid 20s. Initially Had 38 but noticed dropped speed when TV and devices buffering. Contacted provider but waited over 45 min
    to speak to operator. Followed advice and speed still low mid 20s.
    I also checked my account and provider stated no problem with my provided speed but stated I was a heavy user and suggested I upgrade to a faster speed. There is no one at home during usual working hours we use TV at evenings so I don't understand the statement.
    I suggest you read the reviews, read the providers small print, then don't use shell go elsewhere.
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Comments
    Read the reports and believe every one of them, then buy from another provider.
    My speed is down to 3.8 from 38.again
    I do not have the time to contact the unhelpful people at shell only to listen to the usual spiel that usually begins with a suggestion that I upgrade to a faster package.
    I am supprised that a company trading in UK is allowed to operate in this manner.
  • Reviewer
    Location
    West midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We pay for 38m rarely get this usually 20s a few times 6ish.
    Read reviews before you buy, then go with another provider.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    was originally a Post Office customer who gave excellent service, however my contract was taken over and prices rose so I cancelled in August, they asked to return the router so I asked for a tracker label which I was told they would email to me. The label never got sent, rang again September asking for label, after speaking with 3 agents, 2 of which put the phone down! I spoke to an agent who said they would supply the label, again this never arrived. In the meantime I received a letter stating I would be charged £35 for the router. Back on to customer services I went and finally got through to a helpful agent named Amesh, and the label arrived. I posted this on 03/11/22 (this is how long it had took to get someone to actually listen). I went to withdraw money from my account on 18/11/22 to find that they had taken £35 charge from my account for not returning the router even though I had cancelled the Direct Debit as my services had ceased in August, so again onto customer services, the first operator cut me off, the second was given details of the proof of postage. I am still awaiting my refund. I would rather be without internet than go with this company, absolutely appauling customer service, no consideration for clients or their situations, it appears they are making a small fortune for charging people for non return of routers, dodgy as hell!!
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay for 38m currently receiving below 5m.I have regular problems with speed.
    I have given up trying to contact shell.Do not waste waste your time and money. Would you consider the reason shell broadband are allowed to provide such a shoddy service.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    West Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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!!!!!!!!!!
  • Reviewer
    Location
    west sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    West Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.

    The only thing they can do is take your money
  • Reviewer
    Location
    West Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    West sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    WORST BB service provide. They send out faulty equipment and try to charge you for it. Never received broad band very slow to repair and customer services over the phone is appalling. Don't waste your time, the offer is to good to be true. Not even worth the 1 star.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    The worst company I have had the misfortune of dealing with in over 50 years. Avoid like the plague
  • Reviewer
    Location
    Westcliff - on - sea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service !, passed from person to person , sent out wrong wires so my wifi can not be set up. Its been 6 weeks without wifi and waiting for them to set it up. There technician didnt even turn up to fix the issue so i took a day of work and sat at home on my own all day without wifi. And iv spent £100 on extra data. THEY Refuse to cancel my contract unless i Pay a fee. Absolutely discusting service. They shouldnt bother, messing around with peoples livily hoods. DISCUSTINGGG
  • Reviewer
    Location
    Westhoughton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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.
    Been told it's my BT master socket causing the issue.
    Never had a problem with sky, plusnet or talk talk.
  • Reviewer
    Location
    westhoughton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do yourself a favour DON'T USE THEM FOR YOUR BROADBAND , Its slow when it works and you are forever offline its hit or miss when broadband is up and running, its always down nearly every week and their customer service is shocking STAY WELL CLEAR
  • Reviewer
    Location
    Westhoughton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Weston super mare
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Don't bother. I'm now leaving.
    Had slow speeds of 2mpbs for around 6 weeks. Finally agred to send new router last week. No router or communication after 5 days, was told I'd have a call in 2 days. Call them to follow up, was told I don't need a new router, so sending an engineer. He came yesterday. Confirmed all lines and home sockets fine and new router is needed. He sent his report.
    I rang them today, eventually they found his report and said they need to do a speed test first. I explained openreach engineer reset line but said until I get new router it will just degrade again. They didn't listen, did speed test and said your speed is above your minimum, so not sending new router.

    Why send engineer if your not gonna listen to his report. I have sent several dozen speed results to shell over past 6 weeks showing speeds of between 2-6mbps when I should be getting about 36mbps.

    So u are now loosing a customer that has been with this contract for 5yrs (previously first utility b4 shell took over) instead of just sending a new router that they probably buy for about £5 from manufacturer
  • Reviewer
    Location
    Weymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    When it works it’s been fine. Turns out they seem to have faulty routers. They’ve sent 2 out now and both don’t work on Wi-Fi reliably. Open Reach have been twice and confirm the line is perfect. I only changed to shell 8/11/22 been a nightmare since. Customer service hard to get to. Numerous router resets. Last engineer tried my old EE router and guess what. Yep perfect internet access. Shell routers were connected to our devices by Wi-Fi would work for a while after reset. Then drop out. The thing was I could stream TV all day long through Ethernet but Wi-Fi no go. Now running perfectly on EE router. Waiting for shell to compensate for on off service since 08/11 and a small fortune in mobile data as we all have very little on contract and bought loads as we use Wi-Fi at home most of the time. I’m stuck for 18 months. If I were you I would look elsewhere for a service provider
  • Reviewer
    Location
    Weymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
  • Reviewer
    Location
    Weymouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
  • Reviewer
    Location
    Wf9
    Reviewing
    Shell Energy
    Date
    Comments
    Really poor there is on two ppl in my home so not a lot of devices connected and we both constantly have to reconnect due to loss of connection plz choose REALLY wisely with these providers ?was with Vodafone n now its no contest shell is dire likewise really dire ? N we r locked in ? Now I no y were locked in ?
  • Reviewer
    Location
    Whitstable
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid at all costs. The have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!
  • Reviewer
    Location
    Whitstable
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
  • Reviewer
    Location
    Whitworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had a living nightmare with Shell Energy.

    I have been charged for not returning a router that I did return, I sent proof of this on multiple occasions and was still charged.

    When I called to make a complaint I was told I failed Security and they couldn't talk to me.

    I was contacted by debit collectors that go by Mill Collections, this was a week before I had even received my final bill! I have never missed or been late with a payment so cannot understand how this is even possible or lawful?

    I went to resolver to sort this out and to Shell Energy's credit they said they would wave the fee (Nice of them as I didn't owe it in the first place) but I'm still being hounded by Mill Collections for a bill I never owed.

    This Company is not fit for purpose and how they get away with this is unbelievable, they bury charges in small print and treat their customers like skum.

    Read they have been handed millions of customers by the government/Ofgem because of all the collapsed companies...

    If you're one of them God help you!

    Don't go near these if you have the choice.
  • Reviewer
    Location
    Whitworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.
  • Reviewer
    Location
    Wick
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely appauling service
    Many times loss of broadband.
    Had a phone call just to say,we dont pay for loss,just to rub it in my face.
    DREADFUL
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don’t bother with them, they lie!
    Engineer failed to make the appointment despite several reminder texts from them making sure that someone would be in. Partner took valuable time off work for no one to be bothered to contact us or turn up. Their customer service don’t care, they take no responsibility & pass you on to a different department that leave you ok hold once they have took your details. I could have gone with any number of providers but chose them following a swearch on MoneySavingExpert. On paper looks a great value deal. The reality is stark contrast. They are useless & don’t have the decency to answer calls or resolve issues
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Comments
    Dont botherwith SHELL, my internet got fitted xmas eve since then nothing, just phoned them got pushed from pillar to post an they buttoned me, shocking customer service, i want this shoddy internet removed, I'll go with somebody else, i knew i should of read the reviews
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hi after been on the phone for over an hour to cancel this broad band as it’s off more than it’s on any body thinking of taking this broad band on wouldn’t bother it’s slow doesn’t work and charged me 102 pound to cancel and next mouth bill plz read reviews because this is worst broad band ever day light robbery and wouldn’t recommend these to any body
  • Reviewer
    Location
    Widnes Cheshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Very poor customers service.
    Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
    Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
    Beware of this company - was OK when run by Post Office.
    If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!

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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