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
    2.2 stars
  • Customer Service
    2.4 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 428 customer ratings since 2020-05-16 (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.

426 Customer Reviews over 11 pages

  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Appalling broad band service struggles to get 6Mbps off peak time and no more than one device can reliably connect at any time. Constant calls to customer service were totally waste of time and resulted in being told that the welcome email warned me that average speeds could be this low. I have complained to the watchdog authority and to the Ombudsman as I believe that they are mis selling their service. STAY AWAY FROM THIS COMPANY IF YOU KNOW WHAT'S GOOD FOR YOU
  • Reviewer
    Location
    Exeter
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constantly crashing every 5/10mins. Takes me 2hrs to watch a 20min prog on now TV. They have admitted they can see it dips constantly (I've kept screenshots) yet it's still the same. Asked to send a pic of my setup....yeah my setup has worked perfectly for every other provider. Perhaps start providing the service you are paid for. Can't even get dates right on emails. Claimed I had a missed payment on Xmas Eve when in actual fact they went in on the 21st for it! Then when you screenshot emails and bank statements and send them they start slavering about 3days to clear. Avoid avoid avoid. If I can get out this contract without being hit with their RIDICULOUS termination AND cease charges I will. I'm off to citizens advice! Why should I pay to terminate a contract THEY are not FULFILLING
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Comments
    Internet is appealing ... drops out on the tv every 5 seconds or so ... 1 hour programme, even on non peak time, ends up taking 1.40 hours ...

    Can no longer work from home as internet is so appalling ...
  • Reviewer
    Location
    Featherstone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete rubbish at times less than 1/2 mg , or no internet connection.very difficult to contact, speaking to a human not easy! Fail to respond to email complaints , call backs by management promised ( doesn't happen) worst company we have ever had for Broardband , then want to charge penaltys to change to better provider when there supply not fit for purpose.
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Not the best sadly.
    My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
  • Reviewer
    Location
    Finsbury park
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    So far BLOODY USELESS.
    To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
    1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
    Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
    Wish I had NEVER JOINED!
  • Reviewer
    Location
    gateshead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
    However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
    This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolutely the worst provider I have ever used. download speed 1.5mbps
    upload. 85

    they not only want paid 30 days notice to leave but a £15 admin charge.
    5 days after official complaint nothing from ANYONE.
    one word PATHETIC
  • Reviewer
    Location
    Godalming
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Very slow today 0.4 upload and .05 download. So much for Slow Shell!
  • Reviewer
    Location
    Gosport
    Reviewing
    Shell Energy
    Date
    Comments
    The worst broadband company the don't let you know when your bill is due they don't let you know when your cut off because the modem will flash all green to show it's active but really it's cut off shell energy shut your broadband down please I said to them if they can talk to my mother but the woman rudely said no you are the account holder! I was about to shout back don't ever go with shell energy if you want to be screwed over.
  • Reviewer
    Location
    Granato
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
  • Reviewer
    Location
    Great edstone
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    great haywood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Greenock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department
  • Reviewer
    Location
    Grimsby
    Reviewing
    Shell Energy
    Date
    Comments
    Had this service for 4 days and it is terrible average download speed on 4 different speed tests is 1.64mb. Not even enough for SD downloads. If i had known i was dealing with Talk Talk i would not have taken this deal.
  • Reviewer
    Location
    Hackney London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Turned to their services because of an excellent Utility Service they had provided. Sadly a wrong move. The Customer Conduit is non-existent? They make it very hard to contact them and then they do NOT seem to know what's going on? A very poor service for a so-called Broadband provider, they buy their services from Talk Talk who have already the worst reputation in the entire country and in this sector they SUCK, made a huge mistake switching to them?
    When I complained hey quoted that I had 13 devices on at the same time, when I actually only have a PC a Printer total? wonder are they making a case for themselves for when I leave...? Because they have been appallingly absent when needed, nasty service DO NOT SWITCH TO THEM.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I would not recommend this company. I have been migrated against my wishes from the now-defunct PO Broadband, and the customer ' service ' has been abysmal. There are better options out there.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place.
  • Reviewer
    Location
    Harrow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible customer service and horrible connection. I didn't have any connection at home at all and when contacted to customer support to cancel they mentioned there is a connection with line and will be able to fix in 3/4 days, the choice was to either wait couple of days for the line to be fixed after not having broadband at all or paying exit fee for cancellation even.
  • Reviewer
    Location
    hartlepool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    Comments
    was excellent when i first got my broadband in now if im connecting to it im constantly doing so most of the day or night. pile of ***** should of stayed were i was
  • Reviewer
    Location
    Hastings, UK
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not sign up for broadband with this company! Incredibly slow internet connection, it barely works. I am only a couple of months into my contract and seriously hate the idea that I have to live with such a horrible internet connection.
  • Reviewer
    Location
    Hebburn , Tyne and Wear
    Reviewing
    Shell Energy
    Date
    Comments
    Just installed this heap of crap on Tuesday , download and upload speeds are abysmal. Tried to cancel but told we would have to pay the full 18 months money first . They did not send us any kind of written confirmation regarding the contract. The nice girl in the EE shop also rang them , and they were rude and unhelpful to her . Worst ever service , I strongly recommend that no-one purchase broadband from this bunch of cowboys . Download speed 2-8 , upload speed 1-5
  • Reviewer
    Location
    Heckmondwike
    Reviewing
    Shell Energy
    Date
    Comments
    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!!
  • Reviewer
    Location
    Heckmondwike
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SCAM DO NOT APPLY FOR ACCOUNT after they took over first utility they has been nothing but issues disconnection three days before payment date without warning then inflate the bill I started at 38 for high speed for streaming then get told I owe 71 so pay the balance two weeks pass and disconnected again contact them and they tell me I owe 51 so I ask why so high they say I owed 99 with a discount of 7.00 I owed 91 but yet when I paid the bill I was strictly told 71 is all I owe for that month hmmmmmmm talk talk here I come and another point to all customers of shell if your not offered the deal you was originally offered as of 12 month ago you can walk from the contract check Martin Lawrence s website explains everything there
  • Reviewer
    Location
    Hemel Hempstead
    Reviewing
    Shell Energy
    Date
    Comments
    Your broadband is about as useful as a chocolate teapot, i had a simple 259mb update ad it took over 6 hours with your incredible broadband speed i wouldnt recommned this broadband to a homeless man in a cardboard box i would rather go without, please in the future stick to yout petrol stations and discontinue your broadband service
  • Reviewer
    Location
    Herne, Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid
  • Reviewer
    Location
    Heywood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Problems from day one with the internet connection and the internet speeds. Upgraded from sky broadband to shell fibre optic and sky broadband was far quicker. Customer service is non existent. They take days/if not weeks to reply to mails and claim to have contacted me when in fact this has never happened once. 3 months later and I still have these problems but if I cancel they will want a cancellation fee so I’m stuck with a slow broadband. Will never use this provider again. Reccomend no one does!!
  • Reviewer
    Location
    Highcliffe Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks.
  • Reviewer
    Location
    Hitchin
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Once I was set up with first utility the 14 day cooling off period had finished so from the initial set up I realised I was locked into 18 months of useless broadband. I can't watch BBC iPlayer without buffering every couple of minutes. It is an appalling service and they do nothing. Download speed 1.8Mbps, upload 0.7Mbps.
    I STRONGLY ADVISE AGAINST SIGNING UP.
    When you do get through finally to customer support they are pleasant but can do nothing to fix the problem.
  • Reviewer
    Location
    Horsham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
  • Reviewer
    Location
    hounslow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router.
  • Reviewer
    Location
    Hull
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    Comments
    So, we signed up for this, went on holiday and read the reviews after.
    Dumb move on our part.
    I rang to discuss my worries....45 mins later, still no answer to my call.
    I call back again, another 40 mins. This time I didn’t care what they had to say, waiting 40 mins to speak to a human, anyone, is not acceptable.
    I cancelled and called plusnet. Straight onto an advisor for only £3 a month extra, I’ll pay for that level of customer service.
  • Reviewer
    Location
    Huntingdon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Trying to connect to the internet is terrible, It has taken just over three hours today and has just dropped out again after 15 minutes, don't know when I will be able to get reconnected. Only been with this company for two weeks, but not for much longer. Must read reviews on other suppliers.
    Warning don't use this company, it will drive you doolally very rapidly rapidly.

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.