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
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 570 customer ratings since 2021-07-05 (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.

844 Customer Reviews over 22 pages

  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I have used. I have submitted the review regarding their poor customer service a month ago. But this company sent me an email to suspend my usage because I haven't paid the bill. I phoned them and asking why my Direct Debit didn't kick in? They said I haven't got one set up....but I have received an email from them on 12th February with my Direct Debit set up and Guarantee. The service is alive in Middle of March. I do not deserve an email with such threat. Very rude. I don't even care they disconnect the service bet the speed is very slow and do not support my area compare to Virgin Media.

    The email is very unpleasant especially it is their own fault.

    Very poor company, the management is very poor. The speed very slow because I set up the account a month before it went live. So didn't realize that do not support our usage. But already out of the cooling period. Please be careful we have to keep this package as well using our old one. I blame myself for being stupid, I don't want others regret it. Please avoid this company.
  • Reviewer
    Location
    Chichester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Having just switched providers on the suggestion of Uswitch, all I can say is that Uswitch must be on one hell off a backhander. What a load of Garbage, customer service is a pile stinky stuff and they don't know their job very well, not only having cocked things up but then try to blame me for the mistake and can't or wont do something about it. I'm one unhappy new customer roll on 18 months time when I can go else where.
  • Reviewer
    Location
    CF64 4AB
    Reviewing
    Shell Energy
    Date
    Comments
    Signed up for shell broadband may 2021. Intermittent service- which was reported 5 times.
    Service engineer called out- was told there was a problem outside the house and I wouldn't be charged. But I was - £65 plus VAT.
    Still intermittant connection. Now I've been told there is a DIFFERENT problem for which I'll charged another £65 plus VAT.
    Rude customer service from 2 women - male customer service much nicer.
    Also told I should not expect continuous broadband- so intermittant service is accepted.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service. I don't have a choice to be with this company as was with postoffice that then sold the contract. If you have a choice Please please don't use this company
  • Reviewer
    Location
    BT67 0LT
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is less than crap was with post office, the service was great, then these cowboys came along. I decided to leave due to be charged double for my bill with no explanation, no explanation of my bill. decided to leave and got to talk talk. they blocked my incoming telephone calls and slowed down my internet speed, all I can say Shell Energy is just scum at the highest level.
    Regards

    Eric
  • Reviewer
    Location
    North Devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful, Been charged more than double for last two months, Still unresolved, Customer service online chat useless, Broadband service bad anyway, cannot wait until I leave them.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with shell for 4 months and for the 2nd time I'm left with no service. 10 days in total now. Customer service is non existent and that's when you can actually get through to someone. I've had to go out and buy a mobile router because no one at shell is interested in sorting the problems out yet I'm still expected to pay my bill on time. Keep away from this company. I'm sorry I switched
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The change over from the post office
    seems to be a bit of a problem.I cant
    get in touch with them too sort out my
    account.You wait for ages on the phone
    were you just give up nothing like as
    good as the post office at least you
    could talk too their customer service.I dont think Shell energy have one.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
  • Reviewer
    Location
    Preston Lancashire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst experience I have had the misfortune to have. Shell upgrade my broadband to fibre without informing me. This resulted in my current rooter being incompatible. After 3 hours on the phone a new rooter was dispatched. When it arrived it was exactly the same as the original so not compatible. More complaints and I have yet to receive the correct rooter. Complete incompetence
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We tried to upgrade our speed, but due to a glitch in their system, we lost internet completely. Restoring our connection is going to take just under one week. If you need broadband for remote working, I wouldn't use this provider.

    Also, customer service waiting times are around 90 minutes.

    Also, discounts magically disappear mid-contract, so watch your bills carefully.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Don't bother with these charlatans. Purchased a broadband package from Shell and was told that I could retain my old phone number. After the service went live they then told me that they couldn't retain it, so now I've lost the number. Also you have to wait half an hour to get through to an operator.
  • Reviewer
    Location
    Langley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ever thing. All devices keep disconnecting every now and then. Customer service is poorest possible thing on planet. 1 star given as halves not available
  • Reviewer
    Location
    Newton Abbot
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
  • Reviewer
    Location
    Newton Abbot
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was going to leave because I could not get a answer as to what my new monthly charges would be. I then had an online chat with Paige S who promised me she would get sales to call. Magdalena called me this morning and sorted everything putting me on a new contract. I'm glad to give a positive review Thank You both
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    absolute garbage, got moved from Post office, without even been asked. unable to set up my Shell account. so cant read emails
  • Reviewer
    Location
    Shefford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Don't waste your money. Their customer service is non existent and they truly don't give a damn. They can't bill correctly and since mid February I don't even have a landline anymore. It just says 'line busy' when you call it. Despite repeat attempts to email them, they don't response. Thankfully I shall be leaving them very shortly. Really, save yourself the grief.
  • Reviewer
    Location
    dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    promised twice to write off early termination charges, then did the exact opposite. Paid up just to be shot of them.
  • Reviewer
    Location
    Kettering
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible currently with this service. Will need to move suppliers. Cannot access anything in my emails now. It was horrendous yesterday and now cannot access it at all.
  • Reviewer
    Location
    NORTHAMPTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Router is a post it note - no reach - bought a booster.
    Connection is unstable - constant drops.
    Customer Service is awfull beyond belief! Won't talk to you - don't reply to email equieries even if replying to their customer service ticket. Don't do it!
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been using different providers over the years and Shell Energy is the worst.
    The connections have akways been unstable. For three times during last year, it's dropped for two or three days, becuase They couldn;t fix it over the phone, and could only send their engineers at least after two days.
    Their customer service phone lines have been always busy, so did their online chat. I've been waiting each time calling them at least 30 minutes, and one time more than two hours online.
    There was no help available from Saturday night. I had to purchase three times data add-ons to work on my mobile. I was told there was no compensation even I complain.
    Finally, they claimed that they sent me the Tracked48 label by email but they never did. And now I'm calling them again, and waiting again online for their response, even now that I've left them!
    I'd strong recommend to avoid them at all cost!
  • Reviewer
    Location
    Surrey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I have been with post office broadband since the beginning. I always pay the bills on time. Since Shell took over I received a bill saying I hadn’t paid the bill. I phoned up and was told that they had missed sending a bill so l paid then and there! A week later I received another letter sayingI still hadn’t paid. I rang up and a recorded message informed me that the letter had been sent in error and to ignore it. Another letter dated four days later arrived accusing me of still not having paid and threatening to cut me off and telling me to make a payment immediately. I of course rang the company and I finally got through and when I explained the man said he couldn’t help and cut me off !!! WHAT A TERRIBLE COMPANY!
  • Reviewer
    Location
    N Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was landline only with the Post Office then Migrated to Shell. My copper cable will not support broadband so I have a router using Three mobile. Shell Broadband are now setting a direct debit at £30/month for a service I never ordered, I don't need and will not work. I cannot contact anyone to explain. I keep cancelling the Direct Debit at my bank
  • Reviewer
    Location
    Stafford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Migrated from Post Office after many years of excellent service The service from Shell in every way rubbish I have tried to move to another supplier and Shell have blocked this do not sign up to this company
  • Reviewer
    Location
    Suffolk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I was a Post Office customer and migrated to Shell. Since then I too am unable to receive incoming calls on the landline. I can make calls and the broadband works. I have tried to call the call centre. When I did get through they did a test and said that they would call back ! How, the landline is unable to take incoming calls ? The Asian call centre reading from a script was unable to comprehend the issue. I have had no incoming calls for a week now. I have tried to contact them again but with o success. The only answer is to jump ship to another provider, which I have done. This prompted the only email response I have had from Shell to state that I may not be able to keep my phone number. Nice bit of PR Shell you muppets.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    This broadband is terrible. It is so unreliable and unstable you cannot get anything done. For weeks now I have had to find other places to work while working from home or have had to hotspot from my phone. Cannot even get a stable enough connection to log on and check emails let alone work. Having complained nearly 3 weeks ago and being told we would receive a reply and resolution within 10 days but got nothing, two further emails sent, still nothing. Will be terminating my contract. There is a reason they are cheaper than others but they do not provide a) a service and b) internet that actually works. Absolute waste of money.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Comments
    Nil ratings,atrocious service all round,for the last 2 months since they took over from postoffice I have not been able to see my paintings on P.O.l.only text,Shellenergy get your act together,get some staff that know what they doing.
  • Reviewer
    Location
    Clacton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3 hours on the phone, I’m currently on the phone again! AVOID!!!
  • Reviewer
    Location
    Didcot
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I sign 18 months contract for 63mbps downloading speed and up to 19mbps uploading speed and i get 12mbps download and 1 mbps upload speed. Because i get over 5 times slower internet i was trying cancel this contract but they told me if i cancel i have to pay them cancelation fee - 310£... liers. I DO NOT RECOMEND TO ANYONE
  • Reviewer
    Location
    Folkestone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely disgusted, Shell took over all the post office broadband contracts. Firstly they have changed their billing dates and haven't legally notified the customers, secondly they have lost payments during the switch over and are constantly sending overdue letters when there is no debt. Customer service dreadful and left on hold anywhere from half hour plus. Would never recommend this company and in the process of switching broadband suppliers.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely awful services!
    Before agreeing for the contract I asked them if later I'll change my address if possible to move my broadband too and they said yes. While I was at the first address problems every few days, the modem wouldn't connect. When contacting them they were asking me to follow some stupid steps every single time and with the same result: no connection. I'm an engineer and networking isn't a secret for me and I can troubleshoot a network connection. Very disappointed. Then I moved to Salisbury from Swansea. Here they refused to install the broadband saying that the address doesn't look available. I went for another broadband network, but had to pay for Shell Broadband many months for no service at all. I asked them to interrupt the contract, since they couldn't hold their word to install the broadband connection to a new address. I paid everything, even paid 35£ for the modem. Then I'm seeing on my credit report that they reported that I didn't paid my bills at them. I never missed a payment on my history, but they reported me that I didn't pay my bill?
    Absolutely disgusting!
    Now I'm at BT and, don't know about others, but they don't compare. Stay away from Shell Broadband!
    It was a mistake in which I got because of their better prices and promised speeds. Lies! I wasn't even getting, when the line was connected, more than 30-40%. They were like it's my fault, my location.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Comments
    No ratings ,appalling service ,since 16 Feb,no email nothing,been on the phone for hours 3 days,get your act together Shellenergy.you needn't send us a bill because it won't get paid,service just a JOKE,
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Lost connection, didn't find help all that could be said is we will get someone out in a week to see the problem. Couldn't tell me if there a problem on the line or works but did say it would not be the router.
  • Reviewer
    Location
    Folkestone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Friends phone line disconnected today.
    She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
    Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
  • Reviewer
    Location
    Tunbridgh Wells Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Without doubt the worst broadband provider out there. There are Uncontactable on the phone for hours, chat on line you go from position 10 back to position 19 twice that happened Internet totally unreliable.
  • Reviewer
    Location
    Coventry
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    It it a Joker company
    Very poor standard service really disgrace
  • Reviewer
    Location
    Lea village
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely hate this company I’ve got 7 day without internet and nothing from them to many complaints to even say
  • Reviewer
    Location
    Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Absolutely no problem with the changeover to Shell Energy Broadband and I had 12 months of the best service ever. Not one problem and the router had a good range.
    I was so pleased with their performance that I emailed asking for a quote to stay with them, unfortunately they didn't reply until 10 days into my contract with another provider.
    The day after my contract ended was the start of all my problems. Demanding the router be returned in 9 emails even though I sent it on the first day after my contract with them ended. I gave them the tracking details which showed it was delivered to them on 10th March. I have just received another reminder this morning (23rd) to the effect I would be charged for the router if I didn't return it (they've had it for 2 weeks now).
    This rang alarm bells and I checked on the reviews for Shell. Sure enough people have been charged and are fighting to get their money back. D/D form cancelled immediately.
    The next problem was they cancelled my online account then sent me an email with a link to that account for my final bill. I have emailed them numerous times requesting a final bill but so far no reply. I will happily pay any money I owe as soon as they send me a final bill.
  • Reviewer
    Location
    Kelvedon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Terrible company, was transferred from Post Office,and they miss sold a new plan to me.
    Reduced my cost, but failed to tell me it didn't include VAT, so the plan and amount is the same as before.
    Was looking for a better deal elsewhere...now I'm tied into this scamming fraudulent company...

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.