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
Got this online and since then always been disappointed with the service and lack of transparency. The broadband took 45 minutes and a number of calls to customer service to get started.Speeds have been terrible. No framework and minimum options like parental controls..Customer services take ages to respond. A complaint (which they take very seriously apparently) took them a month and a bit to reply. Got fed up and cancelled the contract..at a loss of £140 which is there charge for early termination...the telecom regulatory should investigate these guys.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rugby Shell Energy  
Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rushden Shell Energy  
I have had no problems were with first utility so same connection just carried over.However when I tried to tell them an external bracket holding the incoming wire was hanging by one screw this being a health and safety issue I was adiced I could fix it myself or hire an electrician I contacted outreach and they took two to come and fix it.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Rushden Shell Energy  
I have never received the speed I understood I was sold for. I plugged my laptop directly to the router by cable connection. I used the Watchdog Broadband check while talking to customer services. I was then asked to provide speed data over 3 days. This I did but they say the speed checker I used is not valid! I believe Watchdog from the BBC must be acceptable. I will change provider as soon as my contract expires.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Rutland Shell Energy  
The worst ever service we have had. AVOID! AVOID! AVOID!
They have mined the cooling period off in the small prints. Be very careful.
Because of their faulty router, we had had to change the provider quickly due to home work and kids' online learning. They now won upon us with the Ombudsman Services as there is nothing wrong in their small prints (who would read those?), and will now charge us about £120 pounds for early cease fee and early termination fee.
I fought. I lost.
They won. But shamelessly.
Such a big company. Such a dirty trick.
Someday someone will punish them.
AVOID! AVOID! AVOID!
Salford Shell Energy  
Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Shell Energy  
One star is too good for this company, took out a contact with these cowboys in September and have had nothing but problems. Had no service with them for a week and a half when the broadband went live, the router they gave us looked like it had came from a kids toy box was so flimsy and just absolutely rubbish, had to go buy extenders to try and get a connection in our one bedroom flat because it look about 1 hour to stream anything. Router packed in about 3 weeks into the service and they sent a new one for free which was probably the high point of this service. Highlighted the contraction issues and was advised an engineer would come out, couldn’t make the appointment and the girl I spoke with wouldn’t cancel the appointment even though I had called due to an emergency I had to leave the property. Phoned again and was told I would get a call back (this was November) they never called me once or made any attempt to call me back. I was promised money off my bill twice and found out today that hadn’t happened. I owe £96 and they have a collections company hounding me via email so I messaged them on Facebook, social media team are appalling, I was told 4 days in a row I would be contacted and it never happened. I also received a message from the social media team that was highly unprofessional, been on the phone today and now have been told nobody can deal with it because I have raised an executive complaint and went to the ombudsman. Once my contract is finished I will be going to another company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland 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  
Avoid. Internet always slow and drops out. Switched to a new service and they couldn't even be bothered to let us know when they'd cut the WiFi, I'm studying online so I'm relying heavy on the Internet at the moment so to be left without anything to access my lectures is ridiculous. They also lied to us about speeds in our area and said we couldn't get fiber or anything faster than 10mbps. Funny how we now have fiber and 70mbps.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Shell Energy  
Horrible service! They overcharge you for no reason. If you decide to leave after contract, they will blackmail you by fabricating some conditions which never appear in the initial contract. Don’t waste your time/money and get into trouble by joining them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield 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  
If I could give less than 1 star I would. Complete garbage. My order has been put through 3 times now, 9 days after the first request I still have no broadband. Don't even have the router. Quick enough to set up the direct debit though & take the cash!
Sheffield Shell Energy  
They are getting money under false pretences in the last 15 minutes the connection has failed 5 times. Netflix is unusable due to the download speeds. Trying to find a customer service number is hopeless I can’t even access my account as I need to reset my password but the system never sends me a reset email. Avoid them like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield 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  
Rude customer service, miss lead, broadband is unreliabily and very slow. Never ring you back when they say, don't deal with companys
Shrewsbury Shell Energy  
AWFUL!!!! Miss sold on the promise of the first 3 months being free.... to then receive bills ??? Called up OMG SOOOO RUDE!!! Like I’m a criminal!!!! Asked them to check there call recordings to prove how they’ve lied to which I’m told..... will give you £10 credit to drop the case???? AWFUL. Have reported and left!!!! First month in and this bad!!!! AWFUL AVOID AVOID AVOOD
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sidcup Shell Energy  
This is dreadful .so many bad reviews why is no action taken they just don't care I was put onto this by carphone warehouse won't deal with either ever again .18 months of no hope .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sidford sidmouth devon. Shell Energy  
useless disconnects more than is connected what a disaster sign up if you like but you might regret it later on complained countless times I will terminate my contract and go else where why should I pay for a service I cant use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
sittingbourne Shell Energy  
Pathetic customer service. Broadband did not start on the day it was promised. I had to call them everyday for six days for follow up. No one ever bothered to call me to provide an update on the status of my complaint.
Asked them to terminate my contract since there was deficiency in their service.
Their complaints team is even worse, an extremely rude person called me and said If I wanted to exit I must pay £279. He also threatened to pass my details to Debt Collectors (even before sending the bill and before attempting to take money from my account by direct debit). Service finally started on 8th day. Now stuck for 18 months with this bunch of idiots.
When I called them on 9th day for compensation they offered me £10.00 when it should be £35.00 (£5 per day) as per Ofcom guidelines.

Have raised another complaint, if they do not agree with the compensation amount will take them to Ombudsman.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Slough Shell Energy  
AVOID AT ALL COSTS
31ST July i was meant to be connected, its now the 10th august and have no connection still. Openreach are to blame apparently. Customer care is a total shambles. Yet they expect money to be paid b4 ive even got my services up and running. Really wish id read reviews before signing up with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Solihull 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  
Signed up for the service back when they were still First Utility, at which stage they were nothing to write home about, but inexpensive and serviceable enough - the occasional drop-out notwithstanding.

Since the takeover by Shell Energy, the company has become increasingly unable to provide the service we pay for. Of late, they have even resorted to aggressive 'traffic management' (throttling of downstream speeds) at peak times; it's been a lot like using an ISP from the early 2000s. In 2020, with homes far more reliable on a stable, reliable internet connection than they were in, say, 2003, this level of service is wholly unacceptable.

Worse, from the moment we informed them we were leaving, the issues have increased. As we await the switchover to BT, Shell have quite blatantly de-prioritised our account in reaction to our departure... and will be charging us an arbitrary £15 for the pleasure of extracting ourselves from an inadequate and worsening service.

Poor to begin with and petulant towards the end. I'd strongly advise potential customers to opt instead for grown-ups who can operate a service fit for the 2020s.

Use Shell Energy only if you're nostalgic for the early days of broadband. Or even, at peak times, the good old days of dialup speeds.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
South Coast Shell Energy  
The broadband kept cutting out so we would have periods throughout the day when internet wasn’t available. This happened nearly every day over the 12 months we were with First Utility. It was also slow. They blamed other households using internet but we have never had these issues with the other 4 providers we have used. So could not receommend this company
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
South London Shell Energy  
I have had the Broadband contract for the last 13 months and it will finish in another 5. I have already put into my calendar that I need to look for another Internet provider.

The speed of the Internet dropped when I moved my house. I have logged in a complaint as that's what they suggested to do. Well, it sounds that they have theirs house in order however it is just to delay your decision about the change. It took me about three months, one visit of the engineer to hear that the speed of the Internet is as expected. It was such a waste of time. They have offered that I an cease my contract only for 58.5 not the full price. Well that is not a solution for me, they also said that the speed is ok even though the Open Arch engineer came and said that is is slow and the fault is on the Internet provider side.

Another problem was just at the time when I started with them. They just simply never send to me the broadband starter kit! I rang them few week after that as I was travelling and they said they will send it again. They have never refunded the days which I didn't have the Internet!

If you have a choice go to someone with good customer service and actual broadband.

Thank you.

Anna
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Southampton Shell Energy  
Stay away! this company mis-sold broadband to me, they then emailed me saying apologies we mis-sold this service to you, then i cancelled (this all happened day one) i then received many emails saying i have not paid my bills, they then threatened me with court or a cancellation charge of £323. They are a joke and will damage your credit rating after they lie about what service they can give you. i will be keeping all emails for proof.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
southampton Shell Energy  
I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Southampton Shell Energy  
Very unreliable and slow
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southport Shell Energy  
Moved house, tried to move contract over to new house. Was told we would not receive an early termination fee. However, 3 months later, being pestered to pay £150 for an early termination fee! Impossible to get through to them over the phone. Absolute rubbish.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Southwest Shell Energy  
I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
St Helens Shell Energy  
Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload
Over Xmas noticed that broadband was very slow and continually dropping out.
In New Year found that phone was not working so raised service call.
Broadband speed down to 6Mb download and 4Mb upload...a joke!!
Within 24 hours told that tests had shown fault on line and they will arrange for BT engineer.
5 days later still waiting to hear when appointment.
My wife has cancer so we need phone to receive hospital appointments and to make emergency calls if needed.
Having to raise formal complaint now with Shell.
They do not seem to care at all.
We will get out at first opportunity
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stafford Shell Energy  
Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
StHelens 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  
A total bag of excrement it has not given me anything near the speeds advertised it is always buffering and when I finally managed to contact their "Technical people" I was expected to monitor my broadband for 24 hours on the normal socket and then monitor it on the test socket for a further 24 hours and compare the two and give them the results.
I would leave them now but am tied into a contract with exit penalties so what can I do?
Stockport Shell Energy  
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  
AWFUL - DO NOT USE.
We swapped from Sky Broadband and it was a massive mistake.
This was 3 months ago. Wifi drops out all the time, speeds are rubbish (7mb on router, 0.5MB wireless).
Should have stayed with SKY broadband - didn't have any problems for the 5 years I was with them.
Tried to get help from them on the phone - waited AN HOUR for someone to answer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk Shell Energy  
changed from virgin media was paying 48.00 a month now pay only 27.00 a month for much faster broadband glad i changed should of did it years ago everything very good and good customer service too very happy
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
sunderland Shell Energy  
I started having my broadband with Shell Energy 26.03.2020 and today 21.04.2020 I have left them. I regretted the decision to go with them because the broadband was inconsistent, cutting out multiple times. I tried to contact Shell but it was impossible as they are extremely busy. Today I had an email to say that I will be charged £111.36 early termination charge. I spoke with a resolutions gentleman, who was polite and understanding, however his senior manager said that they could not waiver the charge. I am thoroughly disgusted and disappointed with their decision.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Surrey Shell Energy  
This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Shell Energy  
Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out.

Customer service was basically a fifteen minute phone call that resulted in them suggesting I turned it off and on again.

AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex Shell Energy  
What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Sutton Bridge 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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