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
Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Shell Energy  
wish I had read reviews first,worst broadband provider I have evedr had,an absolute disgrace,cannot wait to leave
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manchester Shell Energy  
Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Herne, Kent 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  
SHELL HAVE NO STAFF ITS ALL CALL CENTRE AND YOU PAY PER MINUTE TO SPEAK TO THEM, AVOID AS ITS A SCAM!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
essex 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  
I have had First Utility for energy and broadband and have never experienced such a poor service from broadband. The ideal situation for me was to have all services from one supplier so I was happy to sign up for broadband when it became available. I have now changed energy supplier because of the association with broadband being so shoddy, and can't wait for the contract to end so that I can switch broadband as well. My previous broadband speed was 12Mbps and when I was quoted an average speed of 11Mbps I accepted that because of the aforementioned convenience with energy. In reality I have never received 11Mps and because of failures to connect devices I started monitoring line speeds. The maximum speed measured was 7Mbps but more often than not this was around 4 or 5. Sometimes it is not possible to connect at all. Constant reports to the service line have not made any difference to the service even after telling them that previous suppliers have had no problems in the feed. I do not know what difference Shell will make to the services but on what I have experienced I would recommend that any prospective customer look very carefully at the provision and try to get some assurances before signing up. Thankfully my contract expires in June and I will be looking for a proper broadband service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Appalling broad band service struggles to get 6Mbps off peak time and no more than one device can reliably connect at any time. Constant calls to customer service were totally waste of time and resulted in being told that the welcome email warned me that average speeds could be this low. I have complained to the watchdog authority and to the Ombudsman as I believe that they are mis selling their service. STAY AWAY FROM THIS COMPANY IF YOU KNOW WHAT'S GOOD FOR YOU
  • Customer Service
    1 star
Essex Shell Energy  
Just installed this heap of crap on Tuesday , download and upload speeds are abysmal. Tried to cancel but told we would have to pay the full 18 months money first . They did not send us any kind of written confirmation regarding the contract. The nice girl in the EE shop also rang them , and they were rude and unhelpful to her . Worst ever service , I strongly recommend that no-one purchase broadband from this bunch of cowboys . Download speed 2-8 , upload speed 1-5
Hebburn , Tyne and Wear 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  
I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.

The only thing they can do is take your money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
West Sussex 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  
Do not use Shell Energy, moved house and was told that they were best provider in area. Advised them not to send router until after we had moved in on 19th July, they sent a week before to an empty house. Broadband and phone meant to go live on 22nd July, no phone until 31st July and Broadband went live on 12th August after many calls. Broadband speed expected to be slow but is even slower than advised at 240k average. Called to cancel service once realised how slow it was to be told that there was a £120 charge to get out of contract early despite being within 14 days of service actually going live. They don't do 14 day back out apparently! Absolute rubbish company, don't go near them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lympne Shell Energy  
Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Horsham Shell Energy  
Paying for 78 mb when only getting 32-40. My last isp was able to give me 80mb. not happy at all
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
london 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  
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  
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  
shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
AVOID like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Shell Energy  
In my opinion this company must be run by rude idiots. Although they are supposed to be doing calibration, they give NO warning when the service stops, maddening when playing chess online & winning, never mind skype etc. It's like a very rude person who barges into a private conversation, no manners whatsoever.
They should ASK for permission to do calibration, also giving an option to delay it for a while at customer discretion.
As it is, upload speed is about 0.2 - 0.3 Mb/s, when their competitors have got it up to 0.9.
AVOID this CRAP company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Very bad service.Very bad broadband speed.25mbps..not 37mbps to 67mbps as contract stated.This has happened since I joined Shell Broadband two weeks ago.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swansea 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  
Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Dundee 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  
Got switched from First Utility to Shell Broadband automatically. We were very happy with First Utility. The speed was good, and it was cheap. But Shell Broadband has been terrible from the day we were switched over. The wifi drops out multiple times a day. Has anyone found a way of avoiding the extortionate early exit charges?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derby Shell Energy  
Simply the worse, shop around if your already locked in a contract with these cause some companies will pay your contract out like Iv luckily had done. 15 months of absolute garbage lmao
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Manchester Shell Energy  
Beware - Be Warned. These sharks offer a £19pcm deal. Once installed they slow you down deliberately then offer their more expensive faster service - they operate a no contact 'service' too - avoid as you would the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
west sussex Shell Energy  
Absolute dishonesty from start to finish. They get you aboard for £19pcm but forget to mention anywhere that it's £19 plus VAT. You get a max of 9 Mbps for 4 days followed by .08 Mbps. When you contact them they suggest you switch to £35 per month plus VAT for a faster speed. They will ignore all complaints except when you cancel the DD - then they write, boy how they write. When they know they've lost - as in when you are with a reliable supplier - you will hear nothing for 2 months. Then you will receive a threatening e mail from their 'collection agents' etc. I have opened a case against them with the CAB who believe enough other like complaints will see the Trading Standards take over, even the police maybe. Get your money back off these sharks, ask for some deserved compensation off them for their behaviour towards you; then register the complaint with the CAB.
Emsworth Shell Energy  
Do not even apply this is the worst service I have ever had.Service staff are rude and arrogant ,speed is that of an elderly slug, reliability is a joke. I tried to terminate within 14 days charge is applied.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheshire Shell Energy  
I have been with Shell Broadband for 18 months paying one of the lowest rates on the market. Their broadband reliability has been excellent with no drop outs at all and although I’m only on the basic broadband the speed is consistently over 10 mb. Their customer service is prompt and courteous and I can recommend them to anyone. I have no complaints at all.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wigan Shell Energy  
AVOID. Shell failed to port my landline number (which I have had for 18 years) and tell me it is now 'lost' forever. Customer service is terrible when it comes to trying to resolve or understand this. Email comms also terrible/absent/inaccurate. AVOID AVOID AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yorkshire Shell Energy  
just started with them with first bill,they have put vat at the end of the bill? is this right? talked to them cant get a positive answer , not had this with any previous supplier, not in the small print about this,feel conned ? buyer beware.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
BENFLEET Shell Energy  
I switched from BT to First Utility less than a month ago based on a recommendation of the scouts they've set up at Currys PC world. I was told their service was just as good as BT but cheaper. The boradband service is absolute trash I've complained a few times.BT actually warned me about the service and they were damn right. Now it will cost me more because if my wifi speeds doesn't improve to the BT levels I'll pay off the rest of the contract and leave them, can't survive this rubbish service for another 17 months. The frustration will kill me.
nobody should move to them just because they have cheaper prices, their service is also cheap trash.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes Shell Energy  
We are 2 weeks in with Shell Energy and I wish we had never signed up. Their internet constantly drops out (if using facetime/ wifi calling you will get cut off which actually happened on the call to them). Speeds are averaging 1-3 mbps not the 35 mbps promised, despite having no problems with other providers and being signed up to faster fibre also. Customer service non existant, no attempt to fix just bully you by saying an engineer can be called but you will be charged £120 if not their fault- how is this proved & why I am being blamed. They are not providing a service and don't escalate. Just don't sign up and spread the word
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Been stuck with them for over a year. Broadband speed very slow (8mbps - should be getting 35+). They said there was nothing wrong with it. Eventually I got fed up and paid for BT put in another line. BT coming down at 35 - 45 Mbps. turned out the First Utility engineer had split the wires when connecting the service which led to their dodgy speed. First utility customer service not interested so I paid up the contract and left. Absolutely useless customer service, terrible broadband - I will never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Woodford Green Shell Energy  
Only get this off you love alone and use your device within a 20cm radius of the router. Incredibly slow and incredibly unreliable. You are better off paying a little bit extra to go anywhere else.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Shell Energy  
I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weymouth Shell Energy  
Well they started poor, and ahve not got much better. Regular 12mbs Fast broadband, for over a week the max speed I had was 1.2mbs, then I had 3 days of 12mbs before it all came crumbling down, for the last 5 days I have when I have been able to connect speeds measuring around .2mbs and even one that returned as low as 67kbs. All with hardwired connection to router. Still no response from Shell. If I had know they were a talktalk reseller would not have joined.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Shell Energy  
Changed over from EE on the 18th, changed cos it was half the price i was paying with EE, but not even a month yet and it keeps crashing, not happy, going back to EE
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    1 star
Londin 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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