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 stars
  • Customer Service
    2.1 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 318 customer ratings since 2019-10-29 (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.

333 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
I am a disabled person who has to input my medical blood results every day, these incompetent guys have left me with no phone and no internet and are even trying to charge me £60 for a new line which wasn’t installed. I’m now left with nothing for a week because that’s how long they have said an engineer will take to come out. I do not know the levels of medication I’m meant to take because I cannot input my blood score so this time tomorrow I could be in hospital because I could have taken to much medication or to less and these people at Shell just don’t give a crap so they have left me frightened ***AVOID AVOID AVOID LIKE THE PLAGUE ***
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke-On-Trent Shell Energy  
Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
They think this is all they have to provide and they (shell) deem this acceptable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Shell Energy  
I am absolutely disgusted with this service and have obviously been sold a pup. I can't speak to anyone so in desperation have moved to anothet supplier after the first month.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Lyme Regis Shell Energy  
So bad broadband I have submitted at least 10 speed tests for their attention but still no good .Happy to take money ,spend your money elsewhere!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Consett Shell Energy  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bridgend Shell Energy  
Avoid if you don't want to be stressed!

Overall satisfaction - I would like to give them 0 stars, because the only thing I have after 1 month of using their broadband is massive stress.

Customer service - don't try to call their call center, because you'll spend about 30-60 minutes on waiting, sometimes you'll be hanged out by clever call center employee. 2 stars, because at least someone's pretending to solve your problem on online chat. But that's not enough to actually solve it.

The only way to contact with them is the online chat - but not all the times you'll be able to be connected with any agent, and second problem - in case of no internet connection, online chat will be useless for you.

Broadband speed - 5 start, because speed and only SPEED is FINE. But that means nothing, if I can't use full speed because of ISP gateway reliability problems.

Broadband reliability - is a JOKE. There's no any reliability! I have about 40-50 connection timeouts EVERY DAY. Checked any single phone socket, wires and even BT service socket - problem source is outside my flat, in ISP gateway. I've had an engineer appointment for today (18.06) - no one showed up, no one knows in call center what's going on, and I still have the same problem with connection timeouts.

More than 2 weeks and problem hasn't been solved.

I've never had any problems with BT Infinity 2 service, but I just wanted to save some money on internet bill, so I've decided to try First Utility.

That's my punishment I think - for being too greedy.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Thetford Shell Energy  
I joined first utility that became shell energy. They failed to connect me on the set up day then I had to wait a further 5 days to be connected because of a phone line fault. The 14 days dissatisfaction starts from sign up so I was unable to leave without charge
My internet then dropped out completely within 2 months. I was advised to still unscrewing sockets on my wall as this was a phone line fault. At this point I paid £109 to lesve.Terrible service please save yourself the bother, cost and lack of internet provision.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Shell Energy  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Shell Energy  
Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire, England Shell Energy  
Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rotherham Shell Energy  
The worst service I have ever received.
If there was an option for less stars I would.
I am currently sorting a complaint that has gone on for 6 + months. This has now gone to the highest possible complaints department apparently, yet no resolution.
They informed us our meter was broken and they would have an engineer out to fix it. Took 1 month to get the engineer and two call outs to fix a new one. (Engineer confirmed to us that it is broken).
We still carried on paying monthly as we were of course using energy. They have now got a an extortionate outstanding bill from when the new meter was fitted. They have estimated what we use now to what we have had before and charged accordingly. Even though there in no way of proving how much we used.
I argued this case and First Utility said that the meter wasn't broken and we are using roughly the same amount now as the meter reading were showing before (in actual fact were using slightly less now going by their theory). Trouble is we have significantly more appliances so you would expect our amount to be more now. There is no way of proving how much we have used as the meter was faulty so how can they charge us this estimated amount.
Unreasonable and UNHELPFUL - constantly going round in circles.
Having to call and chase the updates twice a week on the phone for 45 minutes at a time. COMPLETE WATE OF TIME! Just want the debt cleared so I can move on with another supplier ASAP!
First Utility push back each phone call to next week. Always asking for more meter readings on each call after giving them over and over again. Wanting more time too look at our case because its gone on for so long!
At a loose end with no light at the end of the tunnel. So waiting for another call next week. We are so angry, frustrated and annoyed at this horrendous company.
First Utility will time waste as much as possible so that they can wrack up another bill.
Unreasonable horrendous company. DO NOT USE!
If you are with them LEAVE!
Shell Energy  
Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Romford Shell Energy  
what words can i say about first utility, well i was paying £18.99 a month for broardband when i left first utility energy my broardband went upto £23.99 for a servive that was well below par.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
somerset Shell Energy  
I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Shell Energy  
Had this for 4 days absolute rubbish, did live chat to cancel...she was very nice....informed I’d have to pay £306 to cancel. Even though it’s not fit for purpose. Told them I’ll cancel the direct debit and pay £10 a month. Angry doesn’t cover it!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Sussex Shell Energy  
I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weymouth Shell Energy  
Disgraceful. Intermittent broadband for 2 months. Got to a point they can't fix it. Customer Services are well trained to give false hope that someone will deal with your issue. I expect to have to fight to not have to pay an early cancellation fee for a service they can't provide. bring it on!!!
Reading Shell Energy  
OMG!the worst company every. I have only been with them less then a month and all i have to say is i got nothing, but problems after problems. I wish i stayed with Talk talk ..i try to save a few pounds and end up with more problems then i ever had with any other company. ATAY WAY FROM THIS COMPANY!!
London Shell Energy  
This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Airdrie Shell Energy  
Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Bedford Shell Energy  
I don’t have the service yet but simply ordering it has been ridiculous - do I need an engineer, do I not, days and days between anyone picking up the actions on the account including delaying actions until my cooling-off period is over so I can’t cancel. Now looking at an activation date weeks after it should have been if they’d either accurately found out my active line status in the first place, or joined up contacts to me and acted on them quickly. At least most broadband providers wait until you’re actually a customer to let you down. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Wirral Shell Energy  
On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't.
I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!?

Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill...

I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added!

Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!!

So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!!

I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming!

Disgraceful company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
England Shell Energy  
Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chester Shell Energy  
Just don’t, 1 week no internet or phone line, multiple calls no one is willing to help or give information, except generic technical problems, wait 48hours until it now reached 1 week. I cancelled my order completely, but apparently need to give them a call again on another day as the one I spoke to does not deal with that situation. So totally useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Never ever have shell broad band . Very poor speed constantly dropping and when you report they send someone out who can find nothing wrong but customer service is always very sorry they can see how bad it is ..then they have the nerve to take £65 from your acc 3 months later saying they could find nothing wrong and they didn't let me know they were taking it ..so someone somewhere us lying BE WORNED NEVER EVER TOUCH SHELL BROAD BAND...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastbourne Shell Energy  
I applied for broadband with shell not yet been on line as they have gone pass their date for me to be up and running and still nothing . when I call them I am told give it another day call back tomorrow .the router shows no broadband connection . 3 days still waiting and have to call them back again no good service sorry I joined them with their false advertising
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
swindon Shell Energy  
Awful! Half the speed I was getting before, terrible customer service, just constantly tell me 'that's not possible!' Won't let me out of contact despite my complaints from day one, including the fact they never gave me a copy of contract! Apparently, I should have read it in its entirety and memorised it. Been a customer of theirs for many years but as soon as my contract is up, I'll never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Shell Energy  
If you have any other option then better chose them over shell energy as they are just time waters and does not care about customers at all. As shell energy is relatively new broadband provider I decided to give it a go. I was waiting for broadband to be up and running and even received a router. Then I received the email that my order been cancelled???? I got on the phone with them immediately and had to wait over 40 min on hold to be told that they cannot help and the best I can do is to place the order again and hope(?!) that it will not be cancelled next time. I have already waited over a week and I said I would like to log a complaint for them as a feedback and to improve the system that is wrong and disappointing for customers but lady said she will not do it as there is nothing else to be done(?!). Honestly I wanted to be their new customer but with this attitude and lack of care I would not recommend it to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chatham Shell Energy  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bradford Shell Energy  
Excellent speeds and connection.
Very happy.
Thank you.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chadwell heath Shell Energy  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Borehamwood Shell Energy  
Disgusting company, poor customer service.

Wont admit their own faults, try and pass the blame onto someone else then when they are pulled up on it start demanding money for time related charges when you didnt agree to them in the first place
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Shell Energy  
Signed up Aug 19
Nothing but trouble, minimal connection, router flashing red. Poor customer support and communication with false promises.

4/5 of no service but still collecting the direct debit but want to offer a £5 goodwill.

Avoid at all cost!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Shell Energy  
It's 2 months since I switched to Shell Energy Broadband on my rural ADSL line. Due to distance from the cabinet / exchange, my speed has never been more than about 2mbps down and 0.5mbps up.

Initial setup on the go live day was fine. The supplied router is plug and play. Make sure you use the RJ11 cable that comes in the box. It is 4 core whereas many other cables are 2 core. I tried a good (shielded, just 25cm) 2 core cable and found that my line speed halved.

While getting the supplied router up and running was a breeze, things get a bit more complicated if you want to use your own hardware. You need your ADSL user name which can be seen in the router's web interface, but the password is hidden. I rang the technical support team who gave me the password over the phone.

My first bill was high than I was expecting which is a bit of a worry when you're dealing with a new supplier. On looking more closely, I'd been billed for about 6 weeks which is why it was more. This could have been communicated more clearly.

The service is working really well for me. I've got broadband that's as good as my previous service with the added benefit of anytime phone calls.

I know about the "disconnection fee" and will surely query this if it's applied when the time comes. OFCOM guidance is that it can only be applied where the provider has actually incurred a fee themselves so as a consumer, you are entitled to ask for proof of this.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Otley Shell Energy  
Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Wirral Shell Energy  
Usage to date : 3 months.

No. of previous Broadband suppliers : 3.

Speed : Decent but not as fast as previous suppliers. Especially noticable on Netflix loading times.

Reliability : A couple of minutes of dropped connection, about once or twice per week on average, but tolerable.

Customer service : Friendly, average waiting time 20 min.

Other notes : Initially provided with faulty router, hence no connection for a week. Sent over engineer to confirm this. Router replacement received about 2 days later. Later, errorenously charged for engineer visit (around 80 GBP) so had to contact them to correct this.

Not recommended as it has under performed in all categories compared to previous suppliers.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
London Shell Energy  
Absolutely shocking don’t attempt to play any console games with this connection....! It’s terrible! Doesn’t even reach my kitchen which may i add is 2 metres away! The whole lot the price and the results are absolutely ridiculous and so not worth the bad head...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Shell Energy  
My broadband went live on Wednesday,whilst I was out the country,so on my return on Saturday I set up my new router etc,but couldn't connect to the internet, it's now Wednesday and still no connection, having phoned them on numerous occasions I'm first told there's an outage,then a walled garden problem,what does any of that mean?? Fobbing me off I think!!! I'm then told it should be sorted in 2 to 3 days,so that's a full week with any internet,missed important emails,missed eBay purchases, internet TV not working etc,how about if I was running an internet business through this connection!!!!
Extremely poor service,leave well alone,wish I'd never joined them!!!!
  • Satisfaction
    1 star
Tamworth Shell Energy  
Absolutely shocking company and I will get out as soon as I can.
As I write this review I have been on hold for 45 minutes waiting to get through to find out where my router is, which should have been sent out by them a week ago (this is only because I purchased a house which uses their broadband and they insist on a new router for a new customer). What a stupid system as the other providers I have used have ALL just transferred the service without the need to change the router.
Still waiting for them to answer so BEWARE if you decide to use them, you have been warned, from a very dissatisfied new customer and as quickly as I can an ex customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheringham Shell Energy  
One star is too good. They use talk talk. It’s like going back ten years, the speed, the service, the price. All ten years ago expectations.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Widnes Shell Energy  

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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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