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
    north Devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Oh dear on phone sorry to keep you waiting over 1 hour and still waiting will be changing as soon as the post office contract is up.
  • Reviewer
    Location
    WATERLOOVILLE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Just been on the phone for 44 minutes listening to the worst music I've ever heard,I called the cancellation phone number, got through eventually and was told that he could not cancel my contract had to speak to another person who has or theorisation, this was Friday 4.30pm they don't close until 8pm but I was told someone would phone me on Monday, what crap service
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgraceful company. Took over my Post Office broadband (I never had a problem in 6 years with PO). Shell cut me off straight away, blamed a cable for it. Made my buy a new router, exactly the same as the PO one. Didn't work. Said I didn't know what I was doing and was plugging it on wrong (!). Still awaiting compensation. Every time I speak to them I have to wait 45 mins on hold listening to their vile music and adverts. They have missed the March billing date for PO customers, so we will be charged double in June. I want to leave but I wonder if they're going to try and ruin my credit record and send the bailiffs round for non payment of non existant bill. The most disgraceful company I have EVER dealt with (including Talktalk circa 2008) and Vodafone. In fact, it's an insult to put those two companies in the same feedback as Shell. I cannot wait to get away from them, and yet I'm afraid to leave. They are pathalogical liars, they say they're going to do something, and just don't. WHy should they, I'm only some crappy PO customer that was forced on them. If only I'd read the reviews I could have avoided the horror of dealing with this vile company. Unless you really are stupid, don't go anywhere near them, don't buy their expensive petrol either. That's all they're good for - pumping gas.
  • Reviewer
    Location
    NEWCASTLE UPON TYNE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very very poor customer service. Over 2 weeks I submitted 6 emails /messages and had no response. I finally received a reply which was insulting. It was nothing to do with my complaint and they obviously had not read my complaint.
  • Reviewer
    Location
    Sutton Coldfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Post office customer transferred to Shell energy. Customer service is terrible, by far the worst I have experienced in any company. Called but no answer after an hour of waiting, live chat had no response or automated responses, messages them using messenger which got a reply every 4-6 hours and eventually got a call from customer service. Agreed a price of £21.99 a month + £30 good will payment for difficulty in contacting them. My next bill they took £37.00. Refused to refund so I told them I would leave. Was still in cooling off period so arranged with BT. Now shell energy have sent me an email saying they want me to activate my new account and have set up another direct debit. Avoid them at all costs. Maybe cheap but quality is poor
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Transferred from post office and moved home.they offered new contract which i accepted.
    When engineers visited,they could not connected to my existing cable and wanted to make more holes on front windows which i did not allow and they left
    Upon calling shell,i was confirmed that contract will cancel itself in couple of days.
    I called them up today and they want me to pay £350 cancellation charges.
    Note: cooling off period has ended 7 days before they sent engineers and we customers have not right if thier engineers fail to carry out thier jobs properly
    I am devasated and can not pay £ 350 for the service they never provided.
    Please advise
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    Comments
    Not happy at all my internet went down a couple of days ago I tryed phoning customers services up was on hold for an hour and a half eventually got threw. They did load’s of tests unplugged leads did full reset Of router Was told the internet would eventually come back on. Went to work few hours came home still not on. Iam not happy
  • Reviewer
    Location
    Pickett
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service and even worse customer service.
    If you can get through to someone then they can’t deal with the issue and have to request a manager to call you back( they can’t put you through)
    Up to 48 hrs wait which when they do not call you ,you have to wait another hour on the line to request a manger call you. If I could give zero I would
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell recently has taken over from the list office, had loss of connection for over four weeks,I've sent numerous emails & tried to phone them but no response..Appalling Service
  • Reviewer
    Location
    Mold
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgrace no customer service on hold on phone and live chat for an hour .leaving adap
  • Reviewer
    Location
    DARTFORD
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    My next door neighbour a 97 year old widower`s phone has been off for over 2 days. We were on the phone for over 4 hours and then her daughter for another 2plus hours in the evening unable to get through to Shell energy .That is unacceptable in my eyes .
  • Reviewer
    Location
    Tunbridge Wells
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Got transferred from Post Office broadband who always had fantastic customer service. I'm not sure this lot have any customer service agents at all. Been on hold for 1 hour now. Stupid music and asking me every 30 seconds whether I want faster broadband. Nope, I just someone to pick up the phone and fix the broadband I have!

    AVOID
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Upon being transferred from the post office to shell, I now have absolutely no landline connection at all without any explanation or cause! Getting through to them is insanely difficult to boot. I have been on hold now for nearly a full hour!! they simply do not employ enough staff to meet demand.
  • 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
    Lancashire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Been on phone for 2 hours waiting for an operator. Don't think customer services for Shell broadband actually exists. If they are having an high volume of calls then they are having a high volume of problems. They have not contacted me in any way about broadband cost or any contract I have to adhere to for which I have not agreed to yet. Terrible service in comparison to Post office
  • Reviewer
    Location
    Aberdeenshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got moved from P.O to Shell. They took over a week to respond to an email with a cut and paste response not answering any of my questions.Stay clear , don't use and I'll be switching if I ever get through to "customer service".
  • Reviewer
    Location
    Cambridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband is down since last Friday and nobody really cares about it. Shell energy customer service is a nightmare. Really difficult to contact them and they are not providing any really help. Avoid them. I have to wait for 6 more months until the current contract expires.
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Need an option for zero stars here. I am trying to deal with a query about my account after it was transferred from Post Office Telephones to Shell Energy. The best description of their customer service is that it is non existent.
  • Reviewer
    Location
    Slough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    My problems started when my internet connection went down, trying to contact the company was a nightmare, after 4 phone calls and finally waiting 1 hour 10 minutes I got through, total of over 2 hours waiting on the phone ! Only good point to report is that an engineer arrived the next day to fix the problem, another bad point is then when moving house I am told I must take out a new 18 months contract, definitely will change when my present contact expires.
  • Reviewer
    Location
    Denyer
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was told at the point of renewal after 1 year that if I did not move provider within 24 hours I would automatically default onto another years contact. The shell representative said it didn’t work like mobile phone contracts, where you defaulted onto a month by month rate. They said it’s in the T+C’s which it wasn’t. When I asked for her name she accused me of abusing her and hung up. 8 weeks later and I’m told on a Sunday lunchtime the matter has been resolved internally but no details enclosed and the matter is closed.
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking customer service ,they put me on hold over an hour,they did this twice .I wanted to end my contract .they never messaged me back or callback .when I did get through on the phone eventually they lied and said they would send me an email to confirm my cancellation, ive never received this email.then they sent me a letter confirming cancellation. That was two weeks ago.yesterday I got two more letters off shell energy ,one stating my broadband contract had ended ,the second letter stated my direct debit was just set up ? I checked with my bank ,and after I cancelled my direct debits with shell,they took the liberty to set up a new direct debit, shocking treatment.the bank have had this happen before off this company ,we were with the post office before they sold to shell.I would avoid this company like the plague .absolutely shocking shambles .
  • Reviewer
    Location
    Barnsley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband has been down since last Friday. Everyone i have spoken to has been pleasant and seem like they are trying to help but so far have not resolved the issue. After spending hours on the phone and a week without wifi i have asked for a goodwill gesture of a discount from my next bill and they have said no.
  • Reviewer
    Location
    Llandudno
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service,I have had no network connection for almost two weeks. Endless hanging on for technical department. No replies to emails sent.
    Promised call back within 24 hours, nothing.
    Had no choice but to change provider even though I’m still in contract.
    Of course I’ve had an automated response from Shell charging me for leaving.
  • Reviewer
    Location
    NORTHAMPTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't do it. They give you a 14 day opt-out option - what they don't tell you is that that expires before the service gets activated!! So, if it's god awful once live - they reply with 'there will be a cancellation fee'!!!
    Even the CS agent knew it was a scam, 'most people just scream at me about it' he said!!! 30 mins to get through to tech support, tried to blame my devices first (of course) then had to fix it.
    Avoid. Use pigeons instead.
  • Reviewer
    Location
    Tunbridge Wells
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Terrible customer service - I've been on hold for 45 mins yesterday and another 30mins today, so far...
  • 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
    Cumbria
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The router (allegedly new) uses old security and on all Apple devices says “weak security”. Over an hour to customer services, complete joke. Never had this with sky!! They assured me it’s secure but I don’t believe them. Certainly won’t renew after contract runs out. This is day 1 and totally unsatisfied with no resolution from shell.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I was changed from the post office and received a bill from shell I did not recognise.have emailed the times with no reply.this looks like the worst public relations I have seen.keep clear.
  • Reviewer
    Location
    Witham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I was originally with Post office broadband which was happy for number of years. Then last year post sold all broadband telephone to shell energy i did not want to go over to them. Only been with shell months and had numerous problem with speed prices was originally paying 27.00 pounds. Telephoned them today asking when getting bill been told will get a bill in march will have two months plus want charge 37.00 pounds instead of old agreed price was paying do not go shell energy they are worst company if like holding phone for 50 minutes then go to them only another 7 months of my contract left then i will cancelling go back to proper company not shell energy.
  • Reviewer
    Location
    Enfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    An absolute shambles of a service. Whilst my speed is pretty good when it’s actually working, the reliability is poor at best. My service drops out at least 5 times a day (on a good day). I may have got a great deal but this has been entirely negated by the shocking service. Can’t wait till I’m able to cancel!
  • Reviewer
    Location
    Jakube
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    THE WORST ISP EVER.

    The service tests quite well on a speed checker, but in the real world, it is sluggish and unresponsive and can take 10 to 20 seconds to load or refresh a web page. I always use a wire connection, but if I connect to my upstairs neighbour by wifi, on the same laptop, the service is much better. Every six months or so, the service begins to falter and has to be rebooted - sometimes three times a day. Typically, the correct lights are illuminated, but there is no connection to the internet.

    When I manage to get through to Shell, they go through the same questions and checks that they previously did and the service becomes useable again - for a while. This time, they said they needed to send an engineer around, but that they would charge me for their time, if they couldn't find a fault, I wasn't able to be at home, or in some undefined way the engineer decided that I was responsible for the problem. What did I do? I left.

    THE WORST ISP EVER.
  • Reviewer
    Location
    Sothend on Sea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely dismal appalling customer service
    Once you have signed up and they have you on a contract They dont give a **** anymore Thats if you can get hold of them in the first place without incurring a huge phone bill STEER CLEAR AND LOOK ELSEWHERE
  • Reviewer
    Location
    Chepstow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's terrible. Yes I was with PO for price. But it worked. Never had a problem. Now no Netflix. Even quiet times of day, no internet. How can this be, same lines
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Initially the speed and reliability were as expected but after three months both dropped dramatically. On occasions the speed was below 1Mb. It is almost impossible to contact Shell Customer Service, unless you want to wait hours on the telephone or on their Chat service. It took 3 months for them to resolve the issue (problem with Openreach apparently) during which time I had to continue paying the full monthly fee on the promise of reparation on resolution. I have now been waiting two months for my "Goodwill gesture" whilst they try and charge me for engineer visits that never happened. After all of this, they insist that I pay my bill and await a refund or I will incur late payment charges. I have decided to end my contract early but now they want me to pay an early exit fee. DO NOT TOUCH THIS COMPANY!!!
  • Reviewer
    Location
    Clee Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They don’t answer the phone, if you email them ,they don’t deal with your complaint just fob you off.My broadband bill jumped from £40 to £67 and I can’t get an explanation why , the broadband speed is rubbish and keeps dropping off.
  • Reviewer
    Location
    Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If i could give shell no stars i would. I am helping my daughter with a complaint and we have been cut off multiple times and all i can say about their customer service is it is appalling and terrible and that is being kind
  • Reviewer
    Location
    Cambridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Internet connection keeps dropping out and failing to re-connect, happens on my laptop and my phone but not at the same time, have to shut down and re-start to get internet again. Had acall backfrom them asking for photos of the router back and front as well as myphone socket. Vague mutterings about 5G, took readings of connection speed for them over a period of three days and submitted them but they have never phoned back despite chasing twice by email. Hopeless technical and customer service, I will be changing to another provider as soon as the contract period ends.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service,internet connection is off or drifting all the time,not fit for purpose,avoid this company like the plague,cannot wait for the contract to end,no such thing as customer service from them.shameful treatment to their customers and crap internet provision give them a wide berth.
  • Reviewer
    Location
    U.k
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broadband speed so slow it STOP working after few days then u have to call them again and again
    Which take so long to pick up calls ,u have to call them every week that broadband STOP working. BAD BAD BAD services.I wana cancel my contract but thay charge lot of cancellation fee,Please don't buy their broadband ever.

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.