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
    1.9 stars
  • Customer Service
    1.9 stars
  • Speed
    1.9 stars
  • Reliability
    2 stars

Based on 201 customer ratings since 2019-05-29 (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.

265 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
This BROADBAND IS NOT FIT FOR FAMILIES WITH CHILDREN! AVOID!! This is because there are no parental controls.
I was told that internationals calls were free and unlimited. But it was not so. There is no account for the customers and hence the customer would not know the usage and billing on the website. The phone does not show incoming numbers. The broadband will be activated after the cooling period and you will be tied to this nonsense broadband for 18 months.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Durham Shell Energy  
What can I say except that it's the best and cheapest I have ever been with. I love it!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Kilbride Shell Energy  
If you go with this company for Broadband you will pay for something they can't deliver and YOU'll BE SORRY, AVOID this company and its broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
york 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  
First utility bill worst company ever you over charge me £600 from April 1st to June the 23rd you rip me off gas and electric and you give false reading gas and electric metre which is not mine that I've gave you !am going to report you to the newspaper for ripping customers off I wouldn't recommend your company to anyone I'm doing a review on first utility company! Your service is appalling your staff are rude they don't no how to deal with customers on phone strictly speaking I give you zero for all the stress that you caused me for the short time I was with the company Bad Company
Finsbury park Shell Energy  
IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
durham Shell Energy  
Never ever again - I've never had so many problems with broadband in that short period of time (about 2 weeks) in my whole life.

Avoid at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shell Energy  
Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.

Tried to contact with their customer service. After 2 hours on hold, been hanged out!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tickencote Shell Energy  
An utterly horrendous company to deal with - they are only interested in getting as much money out of customers as possible. They screwed up the initial contract charging me hundreds of pounds for phone calls when I had requested an 'anytime' call package. I left them and they kept sending me bills when I had a new ISP. A nightmare to get sorted - a nightmare company to be avouided AT ANY COST. You have been warned !!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bothwell Shell Energy  
Cant believe we were sucked in to signing up for broadband with First Utility. We were told we were getting like for like deal that we had with EE and that the price we pay would never go up. Guess what?? The deal didn't include calls to mobiles like EE and the price went up straight away. And the actual connection is shockingly bad. Speed fluctuates so much and almost daily the connection disappears. DO NOT SIGN UP WITB FIRST UTILITY. So I tried phoning customer services and guess what? Couldn't get through, just got put on hold for ages. EE customer service was 2nd to none. And to leave I'm probably going to have to pay a fee. Absolutely gutted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Colchester Shell Energy  
Do not move to this company for broadband. We were energy customers of First Utility & thought we’d save money by moving to them from BT. Nothing has worked since. We have had 2 routers & a BT engineer out. The line is fine & the old BT Wi-fi worked perfectly. The Wi-fi doesn’t work, the kids can’t play on the PS4, And we’ve used all our 3G allowances on phone as a result. This has been nothing but grief. We have refused to pay so far & they now want to charge us over £200 for an early termination fee on the contract, for a service they haven’t provided. The customer service just passes you around the houses & any decent company would have the good grace to allow us to move on. The manager is not available to speak and apparently will call us back in 48hrs. The representative told me that she’d tell me the same thing though. Avoid this provider unless you want stress & grief. Worst provider of any service I’ve dealt with. Will also be cancelling my gas & electric with them as a result of this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton 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  
Switched from talk talk as they kept upping my bill and I already have duel fuel with first utility no problems very smooth switch no problems encountered happy
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
London Shell Energy  
Just joined broadband ok but found out they charge for 0300 and some 0800 calls won't let me leave contract been whith them 2 months
Great edstone Shell Energy  
Once I was set up with first utility the 14 day cooling off period had finished so from the initial set up I realised I was locked into 18 months of useless broadband. I can't watch BBC iPlayer without buffering every couple of minutes. It is an appalling service and they do nothing. Download speed 1.8Mbps, upload 0.7Mbps.
I STRONGLY ADVISE AGAINST SIGNING UP.
When you do get through finally to customer support they are pleasant but can do nothing to fix the problem.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hitchin Shell Energy  
liars cheats and frauds do not trust 1st utility they overcharge you for no reason don't waste your time joining them they will con you.
London Shell Energy  
Turned to their services because of an excellent Utility Service they had provided. Sadly a wrong move. The Customer Conduit is non-existent? They make it very hard to contact them and then they do NOT seem to know what's going on? A very poor service for a so-called Broadband provider, they buy their services from Talk Talk who have already the worst reputation in the entire country and in this sector they SUCK, made a huge mistake switching to them?
When I complained hey quoted that I had 13 devices on at the same time, when I actually only have a PC a Printer total? wonder are they making a case for themselves for when I leave...? Because they have been appallingly absent when needed, nasty service DO NOT SWITCH TO THEM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hackney London Shell Energy  
Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Burscough Shell Energy  
Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Aberystwyth Shell Energy  
Do not sign up for broadband with this company! Incredibly slow internet connection, it barely works. I am only a couple of months into my contract and seriously hate the idea that I have to live with such a horrible internet connection.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hastings, UK Shell Energy  
Had faster dial-up , the broadband is inept barely works 17mbps.. My arse! Avoid at all costs pay a bit more use uSwitch to find the best deals .. AVOID LIKE THE PLAGUE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Port Glasgow Shell Energy  
Promised between 2mbps and 17mbps, never once has it reached over 1.7mbps and upload of 0.3mbps with a latency of 328ms!!! It'd be quicker to get a hamster in a wheel or a boiling kettle to provide the connection. Sign up at your peril.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Altrincham Shell Energy  
Just connected this week. Everything worked first time. Had to ring to get Password to connect my own router. A short wait to get an answer built once connected they were very helpful and provided password and checked I had other necessary information. Currently showing a slightly slower connection speed than my previous plusnet connection but still in the 10-day modem optimisation period.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
York Shell Energy  
AVOID AVOID AVOID AVOID Put our prices up after not telling us if we left as energy customers our price would go up! We didn't even know that the price was special as it was the same for non-energy customers all over the internet. Their terms and conditions have been very well put together to basically charge and do whatever they like. they did not cancel my contract as I asked in writing in August 2017 and still continue to bill me to this day to the tune of £508!!! They have 5 people in their compaints department and cannot get back to you or answer your complaint 11 weeks later, their names are useless, incompitant, waste of space, why are we paying you and numpty! If you want a good provider for Home Phone and Broadband, go direct to Talk Talk!
James Shell Energy  
I’ve been with First Utility since 5/2, so one day and one month, and I have to say the speed is absolutely awful. As my son put it, it’s actually slower than dial-up of all those decades ago: The last three tests over the last 2 weeks were 0.9 and 1.36 and 1.36Mb download with NAN and 1.15 and 0.20Mb/s on upload - this using two different speed tests over the days too. This is absolutely appalling. Not only this, it has cut out three times in this time and two of those were for over five hours. The company has come up with every single excuse these companies usually use for why they have failed so much, but of course I’m not buying any of it.
The call centre manageress said that I had received emails to send their own specific speed tests to, but eventhough I filled the initial form in online correctly, they have my surname spelt incorrectly, and it took a while for her to admit that that’s why I have not received the emails, trying to say it was my fault it seemed. She did admit it in the end. It’s lucky that I have actually taken speed test results from the start of this contract, and I know that can be used legally somehow for some part of refund or something like that, because I refuse to pay for something that I do not receive.
The last point here is that the manageress tried to convince me that because FIRST UTILITY have a great reputation with their gas and electricity, that therefore they must have a great one for broadband, and again it took me ages for me to get her to admit that the people who are engineers for the gas and electricity side are not the same people who are responsible for the broadband, and eventually she said that it’s talktalk who operate their broadband, again she admitted I was telling the truth, well at least nearly, as near as I was going to get from her.

It is way beyond unacceptable, I’ve been with BT and Sky, BT speeds were not brilliant (I moved because they tried to overcharge me from the first month by £100.00) but FU is miles off that.

three times on
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes 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  
This is an appalling company. I had been with them for over a year with very slow connection speeds of around 4 MBPS despite being on the fibre network, when I moved house. They arranged to move my broadband to my new address but told me it required a new contract and a wait of a month before they could connect me at the new address. The engineer failed to turn up after a wait of a month. When I contacted them (three hours on hold...yes!), I was told that the order had been "declined twice" and therefore cancelled. All my bills were paid in full by direct debit so there was absolutely no excuse for this cancellation. Furthermore First Utility failed to contact me in any way, and at any point in this whole process to tell me there was a problem. The representative I spoke to suggested another month long wait for another installation appointment but I explained I couldn't wait without broadband for so long and told him politely that I'd rather cancel the order. The representative then hung up on me! I then received a bill for an early termination of the contract for a full year's cost of £220 because they said cancellation occurred after the 14 day grace period, but they had never provided a service and I wasn't told they had cancelled my order until after the 14 day period!

I'm appalled by the level of corruption, incompetence and rudeness I've been subjected to by this company. I will contact the ombudsman now to see how I can get my money back. It's so time-consuming, frustrating and upsetting I would urge you all to avoid this company at all costs. Even if you have a simple enquiry you will routinely be kept on hold for more than 30 minutes at any time of day. Avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kelso, UK Shell Energy  
Trying to connect to the internet is terrible, It has taken just over three hours today and has just dropped out again after 15 minutes, don't know when I will be able to get reconnected. Only been with this company for two weeks, but not for much longer. Must read reviews on other suppliers.
Warning don't use this company, it will drive you doolally very rapidly rapidly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Huntingdon Shell Energy  
Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
  • Satisfaction
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Sheffield 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  
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  
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  
Fast and reliable and the same speeds as BT who i was with for 8 years.
VERY PLEASED.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
KENT Shell Energy  
I've had my gas and electric from them for years and never had a problem, so decided to give their broadband service a go. I signed up for £18.99 a month.
I have been with them 6 months and have never seen a bill and can't access anything online. They charge me random amounts whenever they seem to feel like it, 3 months in a row, weird amounts then miss a month then it starts again and my broadband drops off intermittedly most evenings around 8pm. I have tried calling their call centre several times, I held for 20mins the first time, 30mins the second then 30 the third time, I never actually spoke to anyone any of the three times I called as I got sick of waiting and hung up realising it was probably costing me a small fortune being on hold for so long and doubting anyone was actually there, I emailed them a few days ago, got an automatic response but have yet to be contacted back by a human.
I would definitely recommend them for their gas n electric, but I don't think they're actually set up properly yet to do broadband customer service, so I would avoid them if I were you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Dinnington Sheffield Shell Energy  
worst experience ever, very poor customer services & reliability, would not recommend this service
London Shell Energy  
So so bad! Made countless complaints and they always tell it is not possible that my speed is half what it was before I switched!It has now halved again! Just waiting the contract out now. I was a gas and electricity customer for many years, I will NEVER use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sevenoaks Shell Energy  
Faster and More stable than TalkTalk, which I find strange as its TalkTalk that's actually providing the service. The downside is their cheap routers, which means crap wireless connections
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wiltshire Shell Energy  
I feel that I am getting a raw deal paying for 38mb only getting 13mb staff don't have any answers I will not renew my contract with them when contract ends. (RUBBISH)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
york Shell Energy  
changed from one bad provider got one just as bad have contacted First utility about the speeds etc, waste of time, paying for some thing I am not getting very, very disappointed. going to change provider when my contract ends soon, would not recommend this service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
york Shell Energy  
Avoid this company like the plague. They are incapable of delivering stable, reliable broadband speeds. Mine is frequently at an mbs of 0.45. Abysmal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport 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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