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)

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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
AVOID AT ALL COSTS - Poor customer service. I applied to join Shell Broadband then cancelled due to poor customer service reviews. Instead of cancelling at my request, the company alleged that I had a poor credit rating and to check with experian, checked with experian and my credit rating is 999 out of 999. So Shell get facts totally wrong, and I have threatened a formal complaint if they do not correct the records. If anyone is thinking of joining - DO NOT JOIN - I am a doctor in a respectable profession - for them to allege a poor credit rating is totally out of order.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mirfield Shell Energy  
It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morden Shell Energy  
At the beginning - I was very happy, because of the price for broadband service in First Utility. But then, just after cooling period, my internet connection has started to dropping down every day about 30-40 times in random moments. Of course I have reported that problem immediately to them, and they were "trying" to "solve" that issue. After 4 engineers visit, couple complains, official "Resolver" complain and thousand of internet drop outs and about 11 weeks after first problem report to First Utility, I have decided to change broadband provider, because actual was not really cared about my connection problems. Before I done that, I have asked First Utility through "Resolver" to confirm, that they will not charge me for that cancellation. The only answer which I have received about "not charging" me was:

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

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

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

AVOID AT ALL COSTS!
Mordor Shell Energy  
When I first purchased Shell broadband, I thought it looks decent. I was previously with Sky broadband. For the past 24 hours, all of a sudden, my internet stopped working on my laptop and phone. I called Shell I was told that someone will call me back. Nothing. It's frustrating because I work from home. I have to go Internet cafe just to work. Ridiculous. Really angry. I regret coming off sky.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
New Cross Shell Energy  
0 stars for everything.its the worst provider ever hâd before. No speed promised, no support. My internet stop working every 2 hours and starts again after 10-20 min. I made the worst decision swaping from sky to shell. For all the People how maybe Want to choose shell please: DONT DO.
new Malden Shell Energy  
The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made.
Initially the router they provided me can only be described as unfit for purpose. Additional expense of around £100 to buy my own router which made things marginally better.
Constant drop off in the Internet
Made streaming, gaming etc a nightmare but when your tied into a 18 month contract you just need to grin and bear it.
Since going back to BT Shell are charging me a disconnection fee of £15.00 regardless if you out of contract and have also stated there will be a £35.00 charge if I don't return their router in perfect working order.
My advice would be while their deals may seem a little lower the service you get is extremely poor.
In today lifestyle I've become reliant on broadband for paying bills, booking doctors appointments/prescriptions etc so trying to do the most basic of chores can become quite frustrating.
Please do take notice of their terms and conditions as they will charge you at any opportunity.
When you do get to speak to a customer service depot whilst being very polite will not accept any fault and will blame open reach
Since returning to BT I can only describe this as shear bliss with absolutely no problems so this can only lead me to the conclusion all the issues I had to deal with were actually down to shell

Do your self a favour if you're considering Shell and look else where
BUYER BEWARE!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle 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  
No customer account on website, very low quality customer service, they will never answer your phone call when you want to report broadband issue. Very bad broadband reliability - I have many internet connection cut outs every day, and still company is doing with that, and of course - they are taking money for that pathetic service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newmarket Shell Energy  
Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk Shell Energy  
Early days.
We wanted it connected before we left for a break but they were unable to make the date by two days so we contacted them.
The first attempt was not so good as the guy we spoke to said, no worries, we will get someone to call you back within 2 days. SILENCE!
I called back and spoke to a "Zoe". She apologised and then promptly sorted it.
The router arrived early, thanks, Zoe. I was able to configure it to match my old network and on the go live day, up it came and all looks good.
Have not used it much yet but so far, so good.
The call centre staff do, seem, rely on unseen technical staff, Zoe had to ask them a question that I wanted answered. Now it may be a case of "Chinese Whispers" but she was given an incorrect answer.
I will update when I have more use.
Conclusion.
Simple to buy, seems a good price, very helpful staff mostly, works and the company seem to want to keep me happy. Nice.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
North Ayrshire Shell Energy  
I carnt even give any ratings not that I would give them any stars not eve half a one there customer service is terrible and we were supposed to be connect 10 days ago and are still not now because I’ve put a complaint in they want to send an engineer in which they say will incur costs up to £130
North tyneside Shell Energy  
No customer service and no broadband service. I'm leaving!

Also, just called the cancellation line and they hung up on me straightaway.

This company is a SCAM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton 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  
Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Northamptonshire Shell Energy  
I have to restart the router at least once a day; most often it needs two restarts to connect to the internet. When it is working the speed is as good as with my previous supplier. Needless to say I will be changing when my contract ends.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
Northumberland Shell Energy  
Biggest mistake to make. Please avoid this company. The broadband only works for a few weeks until you are tied in to the contract and then internet connection is up and down particularly at weekends or evenings when there is no telephone support. Also for each time service is down there is a 48 hour wait for a “technician” to even look at the fault and then the internet connection appears for a couple of days until the process starts all over again and another 48 hour wait. I have to visit family and friends for internet access.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northumberland Shell Energy  
Having read all the reviews i can only endorse the negative points made by the broadband customers of First Utility.This company should not be allowed to offer broadband as it doesn't appear to be able to keep its promises regarding speed etc plus the fact the customer service is terrible to say the least.It costs a small fortune how they keep you hanging on with only an occasional robotic voice and dreary music for company,this might be acceptable if your problem was sorted by them but alas no this is not the case as all they could offer was an engineer in three days time,no offer of compensation only to be told if the hub has been tampered with the engineer will inform you that his visit will cost you £140. So come the end of my contract its bye bye First Utility broadband and thanks to customer service it will be bye bye to gas and electricity too
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
northwest Shell Energy  
Honestly the worst internet and customer service I've ever received, joined in August and no internet to this day and still no solution and saying I'm the one that needs to pay to leave! AVOID SHELL LIKE THE PLAGUE absolutely terrible!paid nearly 100 quid for internet I dont have and they want 234 quid to leave it's the worst I've ever seen, and I hope to god shell energy can read this!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northwich Shell Energy  
Please avoid this company. I originally just had gas and electric through Shell (which was First Utility then) and I've had no problems with that. I received an email offer to join their super amazing brilliant broadband... Which I fell for. It's only a little cheaper than my previous provider.

The broadband drops all the time, unable to connect more than one device. I've had an open complaint for around 2 months now and still not resolution. They've sent me 2 replacement routers that are meant to be the best they have. It's made no difference.

There's no online account service for broadband which makes things difficult. The email responses are slow and repetitive. Usually reply with "please confirm this is what you're asking" although I couldn't have been clearer in my complaints. Feel it's just constant delay tactics to deter you from continuing with a complaint.

Terrible service all around, will never use again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Shell Energy  
********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nuneaton Shell Energy  
was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
ossett Shell Energy  
moved from plus net no broadband for 7 days I was told it was my socket and line in house, funny how it all worked with PlusNet. the ip not valid router issue was told Openreach would look into but it router issue not line fault,
so will leave go back to plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ossett 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  
Rubbish. Frequent drop-outs and, strangely, can't connect to either Gmail or Yahoo e-mail services (if I connect using a mobile hotspot, these e-mails miraculously appear...)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Shell Energy  
do not use have had trouble with them since day 1, the 14 day cooling off period starts from the day u order it, so when ours went live the 14 days was up. we r leaving early as cannot get it to work all over the house, have bean quoted £310 to leave instead of the £150 we were told on the phone. there is no 24/7 telephone support, so if your broadbands goes down u cannot use there online services to fix problem. STAY AWAY FROM. i wood give them 0/5 for everything
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
paignton Shell Energy  
Terrible speed, terrible customer service, terrible reliability, cheap terrible router supplied. Stay well clear of this outfit, they're terrible.
I cancelled and they're now trying to charge me a sky high cancellation fee after a month without broadband which is they're at fault for.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pembrokeshire Shell Energy  
I switched broadband and phone, my change over day was today. Broad band switched phone is dead, broadband so weak can’t get Netflix or Amazon.
Been in an online help que for an hour now.
Wish I’d stayed with Sky.
  • Satisfaction
    1 star
Penzance Shell Energy  
I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Shell Energy  
Customer service is awful went with them on 7th december everything wad ok till 20th december it all went off no phone or internet rung them told engernier would come out but not till 27th december they came said nothing wrong with the line or exchange and that there is no signal from their server so they must of switched it off still did not get it back on till today they rung and said my internet wsd going live today to me that means that they had switched it off so dont go with them at anycost
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pontefract west yorks 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  
The worst company ever, even tho they work thru TalkTalk.
Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
AVOID,AVOID,AVOID!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
PORTSMOUTH Shell Energy  
I don't believe that First Utility have the technical capability or business acumen to offer a broadband service. They fail miserably on aspects of delivery and support. They should be avoided at all costs. I would also add that no organisation that I am aware of can take so much negative reports without attempting to even investigate the criticism. I firmly believe that we have been conned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rainham, Essex Shell Energy  
I joined Shell Broadband back in December 2019. At first it took them about 2 months of constant emails to give me a static IP address. I also emailed them before I joined to confirm if I can use my own router the said yes. I a have for the last 8 weeks been getting constant disconnections. They tried to send me out there premium router which was a bit better but still disconnects. They sent out an Open reach engineer the first time who found a line fault and fixed it..the second engineer didn't find anything and I have now been charged over £70 for him turning up and doing nothing. I believe that Shell Energy use Talk Talk infrastructure (they have some of the worst reputation in the industry if I had known this I would not have joined). I now have escalated this to ombudsman and awaiting there verdict. I have never had any issues with any other ISPs AVOID THIS ONE LIKE THE PLAGUE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading 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  
We are very unhappy with first Utility I would not recommend them at all. We always have interruptions to the service . Very slow internet speed and have always had trouble with the service and go hours without internet. We have complained but they have not helped out at all or even give us reasonable advice. They have actually been rude and unhelpful. My advice is to avoid first utility, I can’t wait until I am out of the contract so I can change provider. I would not stay with first utility even if they were giving it free as it is completely useless. We only surf the net we are not gamers and are not heavy internet users . So avoid FIrst Utility. .
Richhill Shell Energy  
Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rochester 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  
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  
Not too bad until you decide to leave.£15.00 cease fee and £35.00 charge if you don't send their router and wires back within 30 days.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Rotherham Shell Energy  
Switched my Fibre BB from BT to Shell energy, switchover day went without a hitch BT dropped the service at 8 a.m and new service was up an hour later. I do not use the wireless setting on their router as I have my own MESH wireless network. Cannot rate customer service as I have never had to contact them.
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Ruardean, Forest of Dean 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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