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
    Chester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Broadband keeps cutting out for a few minutes at a time. Signal doesn't get to the front room in our house. No matter when you leave in or out of contract you get charged £15. Its unavoidable. What a joke. Won't be using their broadband, fuel stations or energy again!
  • Reviewer
    Location
    Eastbourne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly the worstcustomer service of any provider I have had. Difficult to get in touch with and they charge you to do so. Without a reliable working telephone line for over seven weeks due to their reluctance to pay for work needed at the exchange. Closed down complaints with responding to them. Refused to issue deadlock letters. Will be seeking contract cancellation through the regulator or the courts if necessary. Understand this company charges £15 to leave whether in contract or out of contract (T&C'S). Broadband speed is good considering we are within a mile of the exchange, but given one star because the router is rubbish and wifi is poor throughout(bought a Ubiquiti Unifi access point wifi to boost signal).
  • Reviewer
    Location
    East Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst service of a broadband provider ever. Wish I had read the reviews of others before signing up to this company. Service agents can't or won't respond to emails to get my line and broadband fixed. Company will not issue a deadlock letter so can't even get the regulator to look into complaint.
  • Reviewer
    Location
    Coventry
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid.
  • 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
    Dewsbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i never have had a contract with shell or first direct and shell keep sending me invoices for £162.21 which they say is outstanding.i have spoken to there customer relations team who dont no there backside from there elbow,but keep on sending me these letters for a contract i have never had.total rubbish i will not buy anything branded shell.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Shell fibre broadband was reliable and fast.
    Beware £15 end of service fee (even if contract has ended)
  • 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
    lancashire
    Reviewing
    Shell Energy
    Date
    Comments
    I was a PO Broadband user for years with little or no problems. On hearing of Shell takeover I decided (WISELY as it transpired!) to change provider. My new provider Now TV were excellent and dealt with the transition smoothly. However Shell took absolutely no notice and carried on sending emails to me telling me at every stage that my change from PO to Shell was going ahead!
    I spent literally hours trying to get though to them on the phone and when I did get through was told not to worry. Eventually my NOW broadband went live and the service is excellent but still the emails from Shell kept coming!
    In the end I wrote a letter to the complaints department posted first class signed for (for obvious reasons!) that was three weeks ago and I have heard not a word. I should have had a refund according to one of their employees I am not holding my breath.
    I have given no stars and thank heavens I did not decide to go with them
  • Reviewer
    Location
    Bath
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish that’s all I can say. I have never had such slow broadband
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My internet is not very good. Always buffering. Stopping. And not very fast
  • Reviewer
    Location
    Whitworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had a living nightmare with Shell Energy.

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

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

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

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

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

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

    If you're one of them God help you!

    Don't go near these if you have the choice.
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Shell Broadband at all costs .
    Mis sold package 8 months ago charged me for fibre which has never been installed. Customer service a waste of time , just sitting in a queue to speak to someone… absolutely shocking AVOID !!
  • Reviewer
    Location
    Whitworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.
  • Reviewer
    Location
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
    DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
  • 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
    West Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere.
  • Reviewer
    Location
    Mordor
    Reviewing
    Shell Energy
    Date
    Comments
    At the beginning - I was very happy, because of the price for broadband service in First Utility. But then, just after cooling period, my internet connection has started to dropping down every day about 30-40 times in random moments. Of course I have reported that problem immediately to them, and they were "trying" to "solve" that issue. After 4 engineers visit, couple complains, official "Resolver" complain and thousand of internet drop outs and about 11 weeks after first problem report to First Utility, I have decided to change broadband provider, because actual was not really cared about my connection problems. Before I done that, I have asked First Utility through "Resolver" to confirm, that they will not charge me for that cancellation. The only answer which I have received about "not charging" me was:

    "We are very sorry that we still haven't resolved this for you and can appreciate your request to cancel without fees."
    (...)
    "If we are unable to reach an agreeable level of service after this escalations, then we will of course review matters with regards to the termination charges."

    Of course they failed to reach "agreeable level of service", but after when I have sent them message with information, that (again) engineer did not solved the problem, so I am going to terminate this contract immediately - no one answered me, but they decided to charge me for about 300 qiud, for "early termination", because it is not their fault, that the connection is screwed up, and they do not really give a damn about this.

    That is the model of First Utility business - force you to terminate your contract, so they can earn money faster just by charging their former customers for early contract termination.

    AVOID AT ALL COSTS!
  • Reviewer
    Location
    Wellingborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constantly drops. VERY poor speeds. Unusable. And if you complain they just try and upgrade you to a more expenisve package, Use phrases like " well you cant expect it to work on the package you are on". HORRENDOUS. AVOID AT ALL COST.
  • Reviewer
    Location
    Sleaford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful. Speed is poor 8mbps, frequent cut outs, can't use Netflix, Eurosport or iPlayer, no range having to use Ethernet cables and boosters. It's cheap for a reason! Will cost me £276 to get rid of this after 3 months but it is well worth paying. DO NOT TOUCH SHELL ENERGY WITH A BARGEPOLE
  • Reviewer
    Location
    Stoke-on-Trent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Totally unacceptable service and internet connection. Customer service takes up to 45 minutes to speak to someone but unfortunately they don't appear to be able to help. Internet connection was lost for 3 weeks and I have switched provider. I'm now trying to explain the reasons and why I will not pay an early exit fee. My email address is not recognised for me to send a message, but it is on chat. Please, if you value your sanity, avoid Shell Broadband.
  • Reviewer
    Location
    Chester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs! We signed up for Superfast Fibre Plus guaranteeing 30Mbps in Dec-19 for 18-month contract. By March I am already recording 2Mbps for large parts of the day. I contact them from Mar to Aug with this issue. They change router but no improvement. By Sep we are recording 0.2 Mbps one meter from the router and their customer service is saying we are delivering 30 Mbps. Being an engineer I fail to understand why you would lose 28.8Mbps from the supply to the router to one meter from the router! In the end I paid to get out of these jokers. Useless customer service and failed supply.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
  • Reviewer
    Location
    Abergele
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up to Shell when they were first utility. Wi fi connection kept dripping out. Multiple phone calls and emails resolved nothing. I even said I would contact the ombudsman to get them to sort it out. Finally leaving this terrible company to get fibre broadband. I would not recommend at all. Their service is unreliable and so not worth the money.
  • Reviewer
    Location
    West midlanda
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID

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

    CAN NOT WARN YOU ENOUGH PLEASE AVOID THIS COMPANY
  • Reviewer
    Location
    Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling, appalling, appalling. Just don't go near them. Arrogant and totally useless, how are they in business. I WISH I had reviewed them first. Tied in now with this poor company arghhhh.
  • Reviewer
    Location
    PORTSMOUTH
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company ever, even tho they work thru TalkTalk.
    Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
    AVOID,AVOID,AVOID!
  • Reviewer
    Location
    Reigate
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    From the date we transferred from Plusnet to Shell Energy Broadband, we have experienced very poor speeds. Nothing else changed, except the internet supplier. Shell Energy insist that they are supplying the equired speeds to their router. Our frequent speed tests just a few feet away rom their router prove diferently. Their customer service has been terrible, simply trying to justify a terrible service as other have wriiten. Impossible to get out of the contract and now had to raise a complaint with the Communications Ombudsman. DO NOT USE this company.
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was with Post Office for years, could rely on their integrity and honesty.
    While the service remains the same, they have lied and scammed me over new price structure.
    Was promised a new reduced price if I stayed with them, didn't happen...still at old rate, can't talk to customer service, never have 2 hours to spare waiting for an advisor.
    Don't believe a word they say.. obviously trained scammers employed.
  • 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...
  • 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
    LEAMINGTON SPA
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    In the last two days trying to get assistance with the Shell Customer service is a joke, only yesterday I spent 2 hours trying to get a problem solved and today just the same, their service stinks.
  • Reviewer
    Location
    South Lakes, Cumbria
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at ALL costs.

    Internet connection constantly dropped. Almost daily and sometimes for as long as an hour and a half. Even when it was working, video calls and gaming were nearly impossible.

    When customer service was contacted they first said there was no fault on the line, then changed their mind a week later and said an engineer would be out. No one turned up, and when I rang back the fault was magically fixed! They decided a new wire would fix the job. It didn't, obviously.

    Their modems are from 2010 roughly, and I suspect that didn't help. But I am 100% certain that the problem was with their equipment, as I am now with another provider and have had no issues.

    I paid to leave Shell early. They cut off the internet a day sooner than they were supposed to, leaving us with no internet for a day, which was nice.

    They also are not a member of OFCOM (whatever the broadband regulator is), and so I think this is why they don't feel like fixing anything.

    All this is just a long rant to say AVOID AVOID AVOID. I hope to God that at some point they will have no more customers left and concede defeat.
  • Reviewer
    Location
    Runcorn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
  • Reviewer
    Location
    KENT
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Fast and reliable and the same speeds as BT who i was with for 8 years.
    VERY PLEASED.
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Woeful. Has caused me no ends of problems with work. Most of the time I have to use my phone as a hot spot. Ended up having an interview on my iPad because the internet fell off.

    Terrible customer service. Tried to complain then cancel as it wasn’t working. They stated they would have to charge us.

    My current account closes 5 days from post of this review. Broadband has completely stopped. Now on hold to customer services for 24 minutes.

    AVOID
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very good, and cost effective, never had an issue, had a fault found out it was an outage in the area, bit annoying but it happens and openreach fixed it.

    Also im on the Ultra First, i was advised on estimated speed range, same as all other providers on openreach network, such as BT, Sky, Plusnet.

    Ultra First Broadband 34.99 speed up to 76mbps my estimated speed range is 40-67mbps (im not going to expect 76mbps come on guys) it all depends on how far you are from the exhange.

    I have no issue with First Utility seems straight forward cheaper then the rest
  • Reviewer
    Location
    Nuneaton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period.

    Please keep our speeds coming at 78mbps download and 20mbps upload. so far so good. No help was needed, easy to setup and easy to connect. I can't thank Shell enough. It has been an easy transfer from our old provider to shell. Great experience so far.

    Thank you Shell Energy

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.