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
    Bolton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I’ve been with Shell Broadband for 20 months. In this time I moved house and apparently they can’t move my broadband but can only sign me up on a new 18 month contract despite only having 3 months left. They did this last time I moved and I agreed. This time I’ve checked and there are several providers who are £10 a month cheaper. So I now have to pay for 3 months service I won’t use. I will never sign up to any shell products again and also advise EVERYONE TO AVOID!
  • Reviewer
    Location
    Borders
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would rate nil if I could. THE worst service AND customer service I have ever encountered. Hassle started in December with the "super fast" fibre broadband that wasn't. Utter garbage and broken promises from them ad I tried to resolve with them. Finally gave up and moved to another provider. Accepted Shell's offer of compensation. And here we are in June. Still no compensation. Still not resolved. They are utterly, utterly dreadful.
  • Reviewer
    Location
    Borders
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Garbage. Was persuaded to upgrade to super fast fibre when I moved a few hundred yards. Drops every single day since the start. Several phone calls. Open reach visit. Still the same. Sick of bringing it up with Shell and it not getting fixed. Their own line test today showed speed at 18 when meant to be 40 with guaranteed minimum of 25. Utter, utter garbage response to my issue.
  • Reviewer
    Location
    BORDON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Wish ide never heard of this broadband provider since going over to them my computer takes ages to get on internet keeps buffering my tv keeps going off as there is not enough speed it supposed to be 2.5 mpm but only delivers .75 as they are not providing me with the service i'm going to leave without penalty
  • Reviewer
    Location
    Borehamwood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay AWAY from this broadband they are a bunch of scums, I had to cancel my broad band because my home was renewed,the engineer was there with my neighbour, t7ried to contact them the day before stating that my landlord didn't allow me to have it they said I would have to pay costs over this, the broad band was not installed, it did not go live and the engineer was there called them on the 19/02/202 which they put me o hold for over 50 mins, to cancel again because there was no open breach cable, they scums twists the things around saying that there would be a cost for £65 for missing the appointment the scums first told me they needed 48 hours before the engineer updated the report, then after they kept on saying I miss the appointment and I should be glad there would not be any extra costs, requested to speak to manager she did not put m through to him instead put me on hold for another 40 mins. They still send an email to make another appointment with the engineer , i told them I would be making a complain to OMBUDSMAN they say I could do it on they website tried to go in comes to appoint that it doesn't let you further. YOUR BLOOD Sucker just want your own commission to pay of your salary, an email will be send to every were I can to put your **** company down.
  • Reviewer
    Location
    Boston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Shell Broadband just took £35 out of my account for not returning their router. It was returned to them. Never had this with any other SP. They also messed up the closing down of my account which cost me another load of money. The broadband was fine. Customer Service very poor. Decide for yourself if you think Shell is the best available - I didn't, so I moved to another company.
  • Reviewer
    Location
    Bothwell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    An utterly horrendous company to deal with - they are only interested in getting as much money out of customers as possible. They screwed up the initial contract charging me hundreds of pounds for phone calls when I had requested an 'anytime' call package. I left them and they kept sending me bills when I had a new ISP. A nightmare to get sorted - a nightmare company to be avouided AT ANY COST. You have been warned !!!!!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Gave them 27 days notice of change of address, when I wasn't connected on day 28 I called them only to be told there is a provision problem and would have to wait a further 10 days. Nobody contacted me in the 28 days to let me know there was a problem, instead they waited for me to call them. Asking for a refund of debit order (they actually billed me for a service they couldn't connect) I was told I need to wait 3 weeks. All of this is due to their incompetence and lack of customer service. Don't even try to speak to manager or team leader, you have better luck summoning your gran from the dead.
  • 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
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Switched to Shell Energy Broadband. Lost my internet connection. Met with a wall of silence from customer services, despite trying to contact them daily.
    After a month forced to switch to another provider. Months of arguing about my bill followed. Referred to Ombudsman, and reported to Ofcom. Awarded £75 for inconvenience caused.
    There is a reason that they aren't part of Ofcom's automatic compensation scheme!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Comments
    Terrible service left with a contract. Lied to us so didn't cancel when should of. Service not fit for purpose. Don't use customer service awful.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor reliability, very very poor customer service and complaint handling is basically claiming issues don’t exist or are the customers fault. Stay well clear
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    expensive, poor connection, poor customer service, expensive termination of contract, unreliable - very much not recommended
  • Reviewer
    Location
    Bracknell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    My broadband keeps flickering on a regular basis and the internet obviously fails, harming me on my work. I have made several videos of this, every time it happened.

    Still, because I believe this issue can be sorted, I called them to move my existing broadband to a new home and I was told by Mr Loyd, that it can’t be done and I was given an increased price, for a new contract.

    I was told that the present contract on this property will keep active but under a different name, I did NOT even give authorisation for this be made and I am the accountant holder!

    Mr Loyd made me wait for a long time when I asked to speak to his supervisor, asking me what I wanted to talk to him about.

    At the end I was also told he was not able to book a “call back” with his supervisor.

    What a fantastic person Shell or now Octpus has working for them!

    Customer service, ZERO!

    I am not sure that anyone reads this real life and honest reviews, but it feels like companies do whatever they want with their customers and nobody defends them.
  • Reviewer
    Location
    bradford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i thought the broadband service from shell would be excellent as they are a big company and new to bb services but this is the worst broadband i have ever had and tha includes talktalk it disconnects every 10 minutes and sometimes is on and off like a light switch surely they must be aware that either their service wrong or there is something wrong with the router as if i reboot everything it will work for a day or so and then keep disconnecting again and as i have just started a 18 month contract i dread to think what the termination charges are but anyone considering joining them please thin twice YOU HAVE BEEN WARNED
  • Reviewer
    Location
    Bradford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hadn’t even got to the installation stage! Booked onto Shell Energy Broadband after buying our tv through Curry’s & also needing broadband to move into our new house, we booked this on the 15th, they processed our order on the 16th/17th, we were blissfully unaware of the rest to unfold…we weren’t sent any communications so I called them, I was told there were delays with openreach (no actual given reason) but our go live date was still going ahead. Go live date was the 1st of September 2023 it got to this date & by this point, we had not received our router in the post or had any contact from Shell. I waited the 8am-8pm & still no sign of anything, after numerous calls & excuses, our router wasn’t even sent out, so I’m not sure they even had the intention of a go live date being kept. After having waited 3 and a half weeks altogether with the promise to go live, I’ve had to cancel, I’ve also used up all my phone data having to work from home, and now I’m waiting another 2 weeks for another service provider, thanks for nothing Shell.
  • Reviewer
    Location
    Braintree
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    They don't reply to emails or complaints about end of service queries. Sent me a bill which I can't see, as account closed. They won't confirm receipt of router retained. They won't answer a query on the bill. The CEO has failed to help.
  • Reviewer
    Location
    Braintree
    Reviewing
    Shell Energy
    Date
    Comments
    Shocking company avoid like the plauge 5 weeks internet still not connected everyone else to blame apart from themselves.
  • Reviewer
    Location
    Brandon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I would not be leaving such a bad review had Shell not messed up and not sent over a compatible router for my new package.

    When upgrading to the new package was told my current router is compatible. Waited patiently until 30th November for it to switch. 30th November came and broadband just cut out. Had engineers from Open Reach in on the same day, they tried everything but could not get broadband to work. We called Shell and they said they need to send a new router out and can take up to two working days. I work from home and now have to use my limited mobile data to connect to my work system. Asked Shell if they can do anything and they just said have to wait for the new router to arrive. Not helpful at all and will be raising a formal complaint with them when I finally have a broadband connection.

    Again, if this had not happened, I would be happy to leave a better review but this has really been a joke so they only get 1 star.
  • Reviewer
    Location
    Brentwood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I ordered broadband on Tuesday. I got a email to say about the line that outreach need to sort the line. So I phoned on the Wednesday on phone for 40 minutes before anyone answered, I wasn't happy about that. So I phoned again on Thursday to find out more. They answered quick but they couldn't understand anything I was saying and said the line is bad I heard them perfectly well. Then they put me over to another department and they couldn't understand what I was saying at all. So we hung up he phoned me back and eventually the phone went dead. So I will phone again and cancel it. I was absolutely digusted with the service
  • Reviewer
    Location
    Brentwood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Into the 3rd hour of phone call spoken to. 6 people with no authority to cancel a non service since feb22.Numerous calls, visits and broken promises. Trying to terminate service. They are want to charge me £71 early termination charge for the non supply of service. Never again
  • Reviewer
    Location
    Bridgend
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Closed my account within an hour of opening due to reviews. Now I'm getting emails saying I owe different amounts. 5 calls 5 different locations put through to no one wishes to help. Totally appauling stay clear!
  • Reviewer
    Location
    Bridgwater
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling company to deal with. Can’t
    use smart tv and keeps dipping out. Various excuses blaming BT lines but never had those issues beforehand. Almost impossible to get hold of human being and send messages that they can’t trace my account.
  • Reviewer
    Location
    Bridgwater
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In all my business life Shell Broadband is the worst company that I have ever had the misfortune to deal with. Ex Post Office customer and well satisfied with them. Shell took over and no e-mail for 6 days. Put on hold for over an hour after spending 30 minutes getting through. AVOID THIS OUTFIT!
  • Reviewer
    Location
    Bridgwater
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely diabolical. Never have I ever had such hassle setting up a service. Shell are undoubtedly the worst Broadband provider the planet has to offer. The router arrived over a week late, The service which I was informed was live didnt even work when the router did arrive. Upon trying to close my contract before the first bill even came through, they're attempting to charge me the closing fee of £308 despite the fact that I havent even been able to use the service through no fault of my own. Truly despicable, absolutely useless. If you have the option between Shell and no broadband, youd be better off with no internet.
  • Reviewer
    Location
    Brierley Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I do not recommend crooks do not keep their word. They impose additional fees.
  • Reviewer
    Location
    brighton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTELY APPALLING SERVICE, for the 1st month of using this sham balls of a service my Wi-Fi was down for 2 weeks, I was promised a month free which was not good enough from the start. they sent out an engineer after the 5th phone call to complain and I was told I would not be charged for this as this was a fault of their own, I have just had my bill come through and SHOCK I have still not had the free month taken off and I have been smacked with a £54 bill for the engineer I was PROMISED I would not have to pay for, AVOID THIS COMPANY
  • Reviewer
    Location
    Brighton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far great! OpenReach installed the fibre from the pole outside. Guy did a very neat job. I managed to connect my google nest directly to the fibre termination box. Speed is between 850 and 901. No complaints at all! Half the price of virgin.
  • Reviewer
    Location
    Brighton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
    I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
    Also asked for Manager to call twice. Never had a call back. Avoid them.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    As with most customers, I was originally with Post Office. Had no major issues for most of the time. Even got a 'good' deal with new contract.
    Something must have change in September.
    Now cannot access my bill (it should be zero), technical issues says website, try later.
    Ten days later still no bill. Tried their chat service but that not available.
    So I emailed threatened to cancell. Within 10 minutes someone from their customer service phoned me. According to her manager my issue had been sorted. It hadn't.
    I may still cancel.
    On the router return problem people mention.
    When the router was originally sent it was s "free router" and I had to pay postage to receive it.
    Thus if it was "free" then it is mine to do with as I like.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Haven’t used customer services as yet. I’ve signed up to super fast + and of this moment 44.6 Mbps down and 6.97 Mbps up so I’m well pleased with Shell so far.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Comments
    I’ve been with Shell since August 2023 (7 months) and had no complaints whatsoever until a month ago when my connection kept buffering, stalling, booting me out and not connecting. I rang customer service and she talked me through how to do a hard reset. It worked…….for 2 weeks and now it’s happening again. I rang them again and the guy explained that because I have a “commercial package” (no idea what that is!) when people in my vicinity are also using their broadband, it effectively makes my speed drop. I stated that seemed unfair as I’m paying £18 a month for a service, so why should other people’s use affect what I’M paying for. He went into all the tech talk which I kept telling him, I didn’t understand. He asked me if I wanted to upgrade to a faster speed to which I refused. He then said that he’d raised my speed from 7.5 whatever to 11.2 and that I shouldn’t have a further problems unless more people jumped on. Whatever he did, seemed to work….48 hrs, it’s happening again so watching tv has become a stressful event once again. Can’t wait for my contract to end
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Terrible experience of customer service when Shell repeatedly messed up an already clumsy transfer across of former post office broadband customers. Emails and complaints unanswered, many hours on phone to different call centre staff, each contradicting the other! Avoid.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst!!! Don’t go for them. Liars, cheats, worst internet, worst service.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Just pray you never need customer services. Impossible to get hold of and beyond frustrating. Will be off the very moment our contract ends of not before at this rate.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've just left, and they charged me £80 early leaving fee.

    Been with then 6 months, and had nothing but trouble. You cant log into your account because the did not send a user name or password, I asked if I could have a new password and user name, and was told 'NO'.

    I wanted to add calling features like caller display and call forwarding, I was told 'NO', I eventually got caller display, but it was a right game, had to go through customer services, which is a joke.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a joke. Don't waste your money. Drops out all the time, every 5 minutes or so throughout the day, making it impossible to work from home smoothly - even sitting next to the router. Seemed to get even worse once in our final month of contract since we told them we were switching to another provider!
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I should have checked the reviews before signing up to Shell! I've suffered from repeated outages sometimes up to four hours. I'm now considering leaving and cancelling my direct debit so that Shell can't try taking cancellation fees. I do not understand how they can levy such charges when they've failed to fulfil a contract.
    They'll probably try threatening me with loss of credit rating credibility but at the age of 83 that's hardly going to be of concern!
    Has anyone considered taking class action against Shell? There appears to be a huge amount of dissatisfied customers!
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up
  • Reviewer
    Location
    bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Shell broadband like the plague.very poor customer service..no one gets back to you after promising to..they told us they would deal with our case..but the guy who said this never did.The slow broadband speed we had for months on end was not our fault and we were told we would get compensation but didnt deliver..engineer had fixed the problem and told us our speed was now ok..but had no confirmation of what we are actually paying..eventually went on the app to see we are on the fastest speed and paying for it even though i did actually ask to cancel this higher price as the original speed would have been adequate if it had been working right in the first place..very dissapointed

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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