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
    Tirphil
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell broadband is not a very good broad band service at all
  • Reviewer
    Location
    East sussec
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was swapped over from po broadband after having no issues with them for over 5 years.
    From day 1 have had issues with regards to what my contract is.
    I signed up for their superfast broadband plus at £29.14 a month. First month i was charged £94.43 for the service. Was on hold for over 2 hours. Got swapped and moved from person to person and then cut off.
    Raised a complaint via email nearly 4 weeks ago and its still not been answered.
    Bill was paid and online chat was started which they then after 3 days worked out the had not sorted my contract out so were passing my details to the relevant department.
    My bill this month is now £38 which is still not the £29.14 agreed from the contract i am not receiving.
    Noone has rung me with regards to my complaint.
    Today my internets stopped working so the service i am recieving is dire compared to PO broadband.
    Trying to get this sorting is like walking through treacle. I will be changing providers and if they think they can charge me for contract as they havent started the contract properly in the first place then i wont be paying.
  • Reviewer
    Location
    Uk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The broadband is fine once you have it, but customer service is terrible. When I signed up for Shell broadband in 2021 the customer service was excellent. I don't know what has happened since but having to wait over 40 minutes to renew a policy is ridiculous.
  • Reviewer
    Location
    Stockport
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3rd attempt to do review of appalling service, each time it crashes before I can submit
  • Reviewer
    Location
    Sy111jd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Warning du not go with shell I was left with no internet for four weeks that du not answer e mails or letters it cost me over forget pounds in phone calls it takes forte minestrone to get to talk to a person and then nothing is sorted, it cost me sixty five pounds to canceller the contract an over forte pounds in phone calls I’ve now moved to talk talk the fault was on my phone line that soted it out strate away this is a lot of money for a pensuner
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I switched to Shell Broadband a month ago, and although the broadband has been faultless, I have had a problem with my landline not working. I have spent most of today talking to Shell Customer Service and then the Technical Team, and they have done everything possible to help solve the strange problem without having to risk an OpenReach fee. Multiple remote testing has shown the fault seems to lay with my broadband cable, and they are sending me a new one to try. If not, it will be the router. I have never come across a company employees who are so willing to go the extra mile. Whether we get a conclusion are not, I am so impressed.
  • Reviewer
    Location
    Motherwell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Can’t log in to my account, currently on the phone to sort my extremely low broadband speed still trying to sort it after over 2 hours on the phone, I asked them to call me back after an hour as I was incurring call charges, I was a post office customer and wanted to cancel as the low b/band was affecting my home business to be told I would incur a £174 fee by Ian, my contract started 11 days ago I should have been in my 2 week cooling period, really disappointed with shell
  • Reviewer
    Location
    East Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely ridiculous excuse of a company! They tried to charge me £84 for a missed engineer appointment which I was in for. I spoke to so many people through live chat and by calling customer service and they kept saying it was sorted but nothing got sorted. This issue started at the end of January and has just about been sorted today. They said all they could offer was an apology because of how disorganised this company is. Avoid!!
  • Reviewer
    Location
    52 Glenpark Drive, Hesketh Bank. Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Immediately after migrating from PO to Shell, I lost the ability to receive calls, thats when the problems started, Unable to communicate, keep getting replies saying I am unrecognised though. Now migrated elsewhere but the problems still keep coming, it seems I am now required to return the router but where to? if anyone knows where these routers should be sent, please tell me. Money Claim On Line looks a decent bet to get back my sanity.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling customer service! Since they have taken over my broadband they have repeatedly sent threatening emails about an unpaid bill, which simply isn’t true. I have a long standing direct debit.
    I have spent two weeks trying to contact them via phone and email with zero response. Do not sign up to their broadband service - they are utterly useless.
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Having being moved from the Post Office for broadband & land phone, shell energy display a diabolical level of customer service, telephoned 3 times today & no reply after waiting 20, 22 & 25 minutes respectively! I am not happy.
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Be aware before signing up! Transferred from PO after 15 years with them. Customer service terrible. Can't get to speak to right person after waiting ages on the phone. No response to email in 3 weeks. Contract expired 6 weeks ago and they are now charging £40 a month for calls and 3mbs broadband because I have not taken out new contract with them. Signed up to another provider but Shell have refused to transfer my phone number three times even though Ofcom say that they should. I am now having to change my number to get away from them.
  • Reviewer
    Location
    Devizes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Once you join them that's it. Impossible to get through to customer service, probably poor service is why every day 'we are experiencing high volume calls'. No reply to email and online chat didn't work :{
  • Reviewer
    Location
    northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    AWFUL!
    I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.

    I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)

    I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.

    I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)

    DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.

    THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!

    AVOID.
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling. Still sending paper bills although I have ceased using any of their services. Robotic system for phone contact
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Comments
    Read the reports and believe every one of them, then buy from another provider.
    My speed is down to 3.8 from 38.again
    I do not have the time to contact the unhelpful people at shell only to listen to the usual spiel that usually begins with a suggestion that I upgrade to a faster package.
    I am supprised that a company trading in UK is allowed to operate in this manner.
  • 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
    East Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have been migrated from Post Office last week, all seemed okay until a day later. Can no longer log on to the server, cannot send emails, lost the phone line for 3 hrs, and after 3 customer service people and 2 hours later have been told they have a problem. What a surprise, UNDERSTATEMENT of the century, what a complete bunch of clowns.
  • Reviewer
    Location
    Wisbech
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs. I was migrated from PO broadband. I've never had a problem in 5 years. I now have slow speed broad band and literally no phone. I have tried ringing customer services but there is no answer ever. I've sent numerous e mails and a letter.
    I would get out of my contract but it won't let me log in to find a way to do it.
    I have cancer and really can't believe how upsetting this all it. I just hope everyone avoids this terrible company
  • Reviewer
    Location
    Carmarthenshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband went down at 10pm last night.
    It briefly connected this morning but has been off now since 10am.
    Despite saying c/s is open between 9am and 6pm on a Sunday when I called was told they are closed.
    Abysmal service
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
  • 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
    SE28
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They stole a month off the PO account we had.
    Average wait for poor contact service an hour.
    Email arrived on same day apologizing that it was late.
    TOO LATE TO CANCEL ORIGINAL CONTRACT

    Cancelled on same day as taking out new contract after yet another run around trying to speak to billing.

    This company is a shambolic waste of space and you should avoid it completely.
  • Reviewer
    Location
    Tamworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm quite shocked that shell can charge people forInternet 4mbs couldn't work nothing in my house. After numerous phones calls within the first 3 day's to tell me there is nothing they can do as this is there superfast broadband!!!

    I've been forced to go to another provider and had to pay an early exit fee for 289.00.

    Please AVIOD as you will be ripped off they don't care, also you wait 45 mins to get through and get passed around without sorting your problems.

    Terrible customer services, no the worst I've ever come across!!
  • Reviewer
    Location
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DON'T TOUCH SHELL WITH A BARGE POLE

    As of February 2022 my account was 'migrated' from the Post Office to Shell, however the data was incomplete and did not 'migrate' recent payments made by myself to the Post Office.

    The result of this is I have received 5 letters from Shell threatening to terminate my broadband service for non payment.

    I have written 16 emails to Shell, several to the Post Office, I have sent proof of payment via bank statements and issued two formal complaints.

    On one of the many calls made to Shell I was put on hold by customer service for 1 hour and 30 minutes, to be greeted by a different agent who thought it was a new call.

    All of the above has been completely ignored, I have been batted back and forth from PO to Shell and vice versa with neither willing to take ownership of their errors.

    I have received five emails from Shell telling me my 'complaint has been closed' despite the fact nobody has contacted me and no 'resolution has been discussed or agreed, Shell think it's ok to close unaddressed complaints
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!

    Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.

    AVOID!!!!!!!!!
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Interesting to read the comments on here that reflect my own experience. Several years with PO Broadband with no problems. Now Shell have taken over and a few months later I am suddenly having intermittent speed problems - my normal speed is 35Mb/s but it is dropping to about 0.2Mb/s.
  • Reviewer
    Location
    North East
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I've taken the time to leave a review (something I rarely do) in the hope that I save others from the pure hell that dealing with Shell broadband is. Of my 43 years on the planet, this is hands down the WORST company I have ever had to deal with. DO NOT DO IT - just pay a little bit more to someone with better customer service
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    The worst company I have had the misfortune of dealing with in over 50 years. Avoid like the plague
  • Reviewer
    Location
    West london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SHell broadband ( take off first letter) - was with Postoffice before and was very satisfied.now the service has been taken over by shell, internet speed has slowed right down and i am unable to send emails.
    If service does not improove, will be forced to seek new supplier !
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service for shell energy broadband customers. Eternal long contracts where you have no rights in terms of speed, which is far below the contract and what they promise. You can’t even cancel without hefty cancellation fees even if you are moving home where the service is not provided. You call service and all they want is to screw your over. Been trying to get rid of them for ages. I returned the router asap and paid for the usage I had. I also submitted a formal complaint and there is no mercy, no help when you wanna leave due to all this shortcomings. Avoid!! If speeds are slow they don’t care and charge! I wish they would let me go without further trouble and hefty fees when they provided awful internet for months and they still punish the customer. Horrible! Avoid at all cost.
  • Reviewer
    Location
    East Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Pathetic up & download speeds. Paying for 35mbs download speed, receiving 1.5mbs for approx 20 hrs @ day. Up to 4 mbs for the other few hours.Impossible to watch video content. Emails fail to send. Often unable to do BB speed test because of slow speed. Cust Svcs slow to respond and try to blame everything but their own service. They expect customers to pay for engineers even when it is them at fault. Buffering as I write this. It may not upload. It dropped out again. I am stunned Shell have achieved an average of 2 stars. Somebody somewhere is being generous!
  • Reviewer
    Location
    Ml67ae
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Crusty with Shell energy and decided to try there broadband,Big mistake. Made the order and received router approx 30 days later and at that point new that it not suitable and no where near the BT service I had moved from so I cancelled within the 14 day cooling off period but was told my cooling off STARTS from my phone booking and they are charging me £287. They will not budge on this even though I cancelled on first day of receiving router. The land line does my work stop after 6 days of telling them and the broadband is slow or not possible from room to room. Please don’t be caught out like me. Avoid Avoid Avoid.
  • Reviewer
    Location
    Ayr
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
  • Reviewer
    Location
    Ferndown
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service
  • Reviewer
    Location
    Lincoln
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never have I met such a totally inadequate customer service. Used the on-line chat-uselessm, was told I needed to ring. Spent hours listening to music, then told I needed to speak to Customer Service - that was who I had just rung !! That would be another 25 mins. at least. Never known such atrociuous service. I will make a claim for my wasted time.

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.