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
    1.7 stars

Based on 296 customer ratings since 2023-04-14 (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.

1,446 Customer Reviews over 37 pages

  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely useless company I have broadband gas and electric with them.. I wish I had read the reviews before starting a contract with them.they keep suspending my service even though my account is in credit.i have wasted hours trying to speak to customer service. AVOID AVOID AVOID
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You will be charged a "cease fee" even outside of your minimum contract period. Certainly not industry practice, buried in the t's and c's (section 5.11).

    Also a terrible quality WiFi router which has the reach of a T Rex's arms.
  • Reviewer
    Location
    Wisbeach
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    There is no such thing as “customer service” with SHELL Broadband and phone.
    No one should be left holding a phone for over an hour whilst trying to contact this lot and being subjected to constant repeated adverts about how easy it is to upgrade etc, plus that awful, monotonous “twanging” sound that passes for music!
    My phone line had ceased to work and I don’t have a mobile as I hate the things.
    I asked my nephew to call and he waited 49 minutes to get through.
    That is disgusting!
    I have about 5 months left of this cursed contract and then I will be gone as fast as I can!
    Stay well away from SHELL, they are rubbish!
  • Reviewer
    Location
    Wisbech
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Hindsight is a wonderful thing. I was with Zen, but migrated to Shell because I'd save a fiver a month. Worst decision ever. My internet is almost unusable. Upload speeds ranging from 0mbps to 3mbps.
    I can't watch youtube, nor facebook videos and as I don't own a television, I watch youtube things instead.
    I managed to call their technical help and discovered that my setup was fine, all the tests I'd done prior to calling them, were fine,swapped filters, turned stuff on and off all to no avail. Changed from their crappo technicolour router back to my decent Fritzbox and still no decent upload speeds.
    Last resort will be tp send a BT engineer to check my setup and get charged £65 when he can't see anything wrong despite already ascertaining that there's nothing wrong. Basically, I went from Zen with decent download *and* upload speeds, to Shell with rubbish upload speeds and it's not their fault. Nothing to do with them. Pay £65 for an engineer.
    Heed this warning. DO NOT go with Shell is Hell broadband.
  • Reviewer
    Location
    Wisbech
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs. I was migrated from PO broadband. I've never had a problem in 5 years. I now have slow speed broad band and literally no phone. I have tried ringing customer services but there is no answer ever. I've sent numerous e mails and a letter.
    I would get out of my contract but it won't let me log in to find a way to do it.
    I have cancer and really can't believe how upsetting this all it. I just hope everyone avoids this terrible company
  • Reviewer
    Location
    Wishaw North Lanarkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am sorry I went with Shell Broadband I am never off the phone to them because my connection keeps dropping and its been like that from day one,I've told them I think there's a fault with the router but there not doing anything about it,I wish I had never left BT,and I definitely won't recommend yous.
  • Reviewer
    Location
    WISTASTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Energy having taken over Post Office Home Phone are absolutely clueless! Cancelled my broadband because of an impending house move and received assurances that cancellation would be implemented after 30 days notice period. Not so. Invoices continued for 3 month for line rental. Spent hours on the phone trying to sort it out even though I had written email confirmation of termination date. Additionally wrote by email and snail mail but received no reply. All staff appear to be working from home. One phone call lasted 1 hour 31 minutes but still did not resolve the issue!! Because they are working from home if one puts you on hold you get the god dam awful music and then someone else eventually cuts in and you go through the whole security process again and again. If this company is serious about phones then they need to sort out their own ASAP! Take my advice and look elsewhere if you are looking for a broadband provider because if you get any sort of problem this lot couldn't organise a p***up in a brewery!
    Post Office Home Phone certainly weren't the best but I'll say it again, Shell Energy are absolutely clueless and appear to know nothing about phones and customer service is certainly not their forte.
  • Reviewer
    Location
    Witham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I was originally with Post office broadband which was happy for number of years. Then last year post sold all broadband telephone to shell energy i did not want to go over to them. Only been with shell months and had numerous problem with speed prices was originally paying 27.00 pounds. Telephoned them today asking when getting bill been told will get a bill in march will have two months plus want charge 37.00 pounds instead of old agreed price was paying do not go shell energy they are worst company if like holding phone for 50 minutes then go to them only another 7 months of my contract left then i will cancelling go back to proper company not shell energy.
  • Reviewer
    Location
    woking
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Shell energy customer service is hopeless.At least 1 hour to wait before they pick up the phone.At least an hour to wait till you through on a chat line.never less than 40 people in queue.Hopelessly understaffed.
    Could not solve a simple phone problem for me in 2 weeks.Said it was solved but it wasnt.
    I have had enough and am moving every thing to talk talk.I was through to their customer service immediately....no wait
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has to be the worst customer service that I have experienced.
    The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
    What a joke. I've given 1 star as I couldn't submit with zero stars.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    elderly parents moved into new home, decided to keep the existing service, all fine on the day of new activation then suddenly the landline number changed and the broadband stopped working, after a 2 hour customer service phone call where I spoke to no less than 6 people from various departments I was told an engineer would be sent, never arrived on that day, called again and another ticket raised, I have lost all confidence in them resolving this, hopefully I can cancel in the cooling off period, it really shouldn't be this hard.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst internet service I’ve ever had in my life, I’ve had to top up my phone to use the internet because they said there’s a problem with their equipment but they want me to pay £75 for someone to come out to sort it out, it’s not my problem if you don’t do your job properly because I’m just paying for the services, not to fix your equipment, I can’t wait until my contract is over.
  • Reviewer
    Location
    Wolverhampton WV12
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Refuse to honour the 30 day cancellation policy, despite a looming price hike. Followed through with the complaint and they insist on charging the full amount of my remaining contract if I cancel £170 for 9 months. I will never entertain signing up with Shell Energy again
  • Reviewer
    Location
    Woodcote
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely rubbish. Can't contact anyone to resolve problems. Wifi keeps disconnecting. Useless.
  • Reviewer
    Location
    Woodford Green
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Woodhouse
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.
  • Reviewer
    Location
    Worcester
    Reviewing
    Shell Energy
    Date
    Comments
    I write this review on behalf of mr b Hughes a neighbour who is 85 years of age whose telephone supplier was the post office this was transferred to shell until his line was cancelled by shell for no reason this resulted in mr Hughes having to change supplier since then mr Hughes has suffered harassment from this company over a router he never had he is of the age bracket where he would not know what to do with a router if he had one and would most certainly have returned it if that was the case i have contacted shell for him he has contacted shell again today (8/7/23) as he has again received a letter yesterday and another today he is really upset over all this unnecessary harassment I am concerned for him as he suffered a heart attack recently I ask you once again get your facts right and stop harrassing this person
  • Reviewer
    Location
    Worcester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgraceful.
    Loss land line 11th July. download speed went to 0.4mbps. When finally got through to them - it was if it was my fault. Finally agreed to contact Openreach [ not sure who pays?] who sent an engineer to resolve the problem - good professional. Wife phoned me @ work - and said Shellenergy would only compensate us £3.22p!!!. In addition they confused the DD details with some else, and when the wife corrected them - they said it would take 12 days to set it back up!!!!!

    Will be cancelling contract - for not providing the service - will be sourcing other providers later.

    BE WARNED
  • Reviewer
    Location
    Worcester
    Reviewing
    Shell Energy
    Date
    Comments
    Shell is the worst company going for broadband. For months they kept sending my dad letters saying we hadn't paid but we had. The WiFi went down everyday, and it was so week it sometimes took days to download anything. One day our WiFi stopped working, it turned out they cut us off for no reason. They sent us a letter three weeks later to tell us they cut us off but it didn't explain why. We are now with a better company with a more powerful WiFi. Two maths later Shell are still calling my dad even though he has told them we are no longer with them but the idiots can't seem to get the message. DO NOT GO WITH SHELL ENERGY THEY ARE AN ABSOLUTE NIGHTMARE!!!.
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My review is about their pricing. I signed up through Martin Lewis Money Saving for a VAT inclusive deal. But they're charging VAT again on top of the contracted VAT inclusive deal. Although I got them to agree it's incorrect, they've still taken the wrong amount from my bank. I'll win in the end but this is hassle I could do with out. I thought talktalk were bad, this lot is worse. GRRRRRRRRRR.
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking customer service ,they put me on hold over an hour,they did this twice .I wanted to end my contract .they never messaged me back or callback .when I did get through on the phone eventually they lied and said they would send me an email to confirm my cancellation, ive never received this email.then they sent me a letter confirming cancellation. That was two weeks ago.yesterday I got two more letters off shell energy ,one stating my broadband contract had ended ,the second letter stated my direct debit was just set up ? I checked with my bank ,and after I cancelled my direct debits with shell,they took the liberty to set up a new direct debit, shocking treatment.the bank have had this happen before off this company ,we were with the post office before they sold to shell.I would avoid this company like the plague .absolutely shocking shambles .
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Comments
    Post office transferred me Shell Energy. Worst company ever. Please DO NOT JOIN!
    Won't create me an account. Cant see any details of contract etc. You CANNOT CONTACT THEM IN ANY WAY. No chat, calling is impossible and don't ever reply to emails. I pay £22.99 a month for fast broadband. They are supplying 9.5 speed! Emailed a week ago...still taking my money and still poor speed and no contact!!
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Recently replaced Talk Talk with Shell Broadband - big mistake.
    The router has no WPS button so I could not connect it to my mother's TV at the other end of the house.
    With previous broadband providers, we used the WPS button to connect an extender halfway between the router and the TV. After being given the runabout over 6+ calls I've finally been told that the WPS button will not work on their router. But because the wi-fi is working in the house that's no reason to cancel the service. What a cheek! I'll be cancelling Shell asap and will go to court if necessary.
  • Reviewer
    Location
    Worcesterwr4
    Reviewing
    Shell Energy
    Date
    Comments
    Rubbish company we got cut off few weeks ago without warning ..apparently our contract had ended few months ago ..they didn't tell us ..but we still got our monthly bill which we paid (kept reciepts) tried customers services couldn't get to talk to a human ! So we went with some one else ! Last week they decided to contact us about our bill saying we own them £25 then another saying £45 ..we are not even with them anymore ! Avoid like the plague bad company . We are now with another provider no problem at all !
  • Reviewer
    Location
    Worksop
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Disconnection problems since start of contract. They do not respond to e-mails and will keep you waiting on the phone. Awful company
  • Reviewer
    Location
    Wrexham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The wifi signal has limited range compared to BT. Once I am on my patio, signal drops. I used to be able to access wifi anywhere in house and garden with BT. Also Shell blocks the use of 18866 service for cheaper international calls. Customer service were not able to resolve these issues. I am sorry I moved to a cheaper but poorer provider.
  • Reviewer
    Location
    Yarm
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Installation date 25.04.22 speed good and that's all.Loose connection more than 6 times a day from Shell Router. Customer service poor generic and unhelpful hoping to keep you until the cooling off period is over. Have cancelled my contract as connections are now intollerable over 2 dozen today.What is the point of even paying 20p for such a terrible service.
  • Reviewer
    Location
    Yarm
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Yes totally agree.Shell unable to provide a reliable connection and let's compare with buying a vehicle and it breaks down every 15 minutes. Well not one person would keep it and if within the first day this was a regular feature then it is unreasonable to expect that customer to continue with that dealer or service.
  • Reviewer
    Location
    Yateley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    After a very shaky start we now have excellent Broadband. This is down to the customer service team who eventually listened and acted. Can't fault the team for courtesy and efficiency.
  • Reviewer
    Location
    Yeadon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a loyal Post Office customer for over 15 years. Then Shell Energy took over and what a shambles ensured. I would not recommend this company if it was the only one on the planet. Customer service is non-existent, when you finally get through to someone you get an absolute idiot who has no idea what they are talking about. I was told that I could download a label to send back equipment and you cannot, you need to send an email to request a label. Surely they could have told you that over the telephone, absolute crap customer service. Glad to leave, if you wish to have decent customer service then go somewhere else and do not bother with this rubbish. If you decide to go with this company then do so at your peril !!!!!!
  • Reviewer
    Location
    Yeovil
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
    I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Demands for bills that have been paid and causing me at 76yrs old much stress. Issue now sorted and can only hope it is not repeated.
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke. Do not use this provider! Impossible to connect some devices and the connection is down more often than it actually works.
  • Reviewer
    Location
    york
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you go with this company for Broadband you will pay for something they can't deliver and YOU'll BE SORRY, AVOID this company and its broadband.
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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!!!
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid buying this broadband at all cost. Should be banned from comparison sites. I have had the broadband for 3 days, haven’t got it working yet. Rang up to cancel for free in my “14 day cooling off period” to be told this actually ended 2 days ago, the day the line was taken over by Shell. Currently trying to charge me £110 to cancel a service I’ve had for 3 days that hasn’t worked once. Only saving grace has been a couple of people on the phone who have been willing to try to find a way a round this.
  • Reviewer
    Location
    york
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely junk , drops out constantly and can’t get any response from shell ever. It’s the worst broadband provider I’ve ever used , they should stick to ripping people off with fuel
  • Reviewer
    Location
    york
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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)

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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