Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.6 stars
  • Customer Service
    1.7 stars
  • Speed
    1.7 stars
  • Reliability
    1.7 stars

Based on 296 customer ratings since 2023-04-14 (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.

1,446 Customer Reviews over 37 pages

  • Reviewer
    Location
    Chester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs! We signed up for Superfast Fibre Plus guaranteeing 30Mbps in Dec-19 for 18-month contract. By March I am already recording 2Mbps for large parts of the day. I contact them from Mar to Aug with this issue. They change router but no improvement. By Sep we are recording 0.2 Mbps one meter from the router and their customer service is saying we are delivering 30 Mbps. Being an engineer I fail to understand why you would lose 28.8Mbps from the supply to the router to one meter from the router! In the end I paid to get out of these jokers. Useless customer service and failed supply.
  • Reviewer
    Location
    Chester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks.
  • Reviewer
    Location
    chester le street
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolute rubbish. didn't like shell's predecessor 1st utility because of talk talk involvement but this is worse. continual dropouts,frame freeze, inaccessible internet.continually rebooting router.simply cannot sit down and enjoy watching without the above at any time of day or night. i'm done
  • Reviewer
    Location
    Chesterfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give 0 stars I would. I'm currently managing a complaint for my 79 year old grandmother who accidentally cancelled her direct debit. We set it back up the same day and were assured there were no issues. We are now 7 weeks later. Multiple new contracts cancelled. Great stress for my grandmother. They've told her she needs a new landline and they'll get her old one back after only to be told this is not the case. A landline
    she's had for 50 years. Customer service is shocking and the staff incompetent and unable to follow the most basic of requests. I will never go to this company or recommend them.
  • Reviewer
    Location
    Chesterfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unable to leave no stars. Cancelled broadband on 27th of April. Still took £25 out of my account in May. Was promised a refund on 16th June said it would take upto 10 days(when i finally managed to speak to someone)Didnt get refund. Surely keeping customers money is illegal. I hate the fact they have lied and cheated me out of my money but i know it wont do any good contacting them again. Wouldnt trust Shell ever again wouldnt buy energy or anything else from them. Worst company ive ever dealt with.Appalled how they can get away with it.
  • Reviewer
    Location
    CHESTERFIELD
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful company! Took over post office broadband and in the process left my Grandmother with no phone or broadband whilst still charging her, then had the cheek to demand her old post office router is sent back. Now with sky and happier for it.
  • Reviewer
    Location
    Chesterfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely disgusting customer service rang them over 10 times to fix a problem they had caused,
    Every Time a new agent was passed on to me they came up with a new way to screw me over and said the agent before them hadn't written it down to what the discussion was before, they have charged me triple my plan, THEN Forced me to pay £190 for the direct debt they messed up and even admitted too! they've owed me £40 i have an email proving they would add it to my account 3 months later still nothing done about it but more excuses, the last straw for them was when i was contacted by a payments department agent and she even admitted that sometimes they dont know what they doing and that the company isnt perfect. Great member of staff you have there shell. But i think they need more training. Customer service is so shocking

    AVOID AT ALL COSTS!!
  • Reviewer
    Location
    CHESTERFIELD
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company i have ever dealt with.Customer service non existant. Communication company you cant comunicate with.calls not answered after waiting 50 min at a time Passed from one dept to another unable to resolve billing issue.Been to C.A.B for advise they are taking complaint on and will go to Ombudsman.Would never use Shell again as they are incapable of running telecoms service.Please avoid
  • Reviewer
    Location
    Chichester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Having just switched providers on the suggestion of Uswitch, all I can say is that Uswitch must be on one hell off a backhander. What a load of Garbage, customer service is a pile stinky stuff and they don't know their job very well, not only having cocked things up but then try to blame me for the mistake and can't or wont do something about it. I'm one unhappy new customer roll on 18 months time when I can go else where.
  • Reviewer
    Location
    chichester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    i was taken over from post office who were very good-shell customer service does not exist,it takes aweek for them to reply to a email,there bill management is incompetent and VERY aggresive-ime changing providers asap
  • Reviewer
    Location
    Chippenham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Router failed within a few months. Left without broadband for weeks. Terrible company.
  • Reviewer
    Location
    Chorley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst provider ever. Did not have connection for 4 days and supposed to be working from home due to Covid, with vulnerable person in the household and ended up having to travel in the office. Reported to them and still did not have working internet without dropping for another 2 days so cancelled and went with previous provider due to unreliability of service and now they are trying to charge me £200 early termination charge! Do not bother with this company they are shocking!!!!!!!
  • Reviewer
    Location
    Chorley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worst provider I have ever had the misfortune to use... due to Covid and classed as a key worker with a vulnerable person in the household I was working from home until the day my service went live, or I should rephrase that until I had no service at all. Reported and informed fault that needed engineer visit, but it worked fine with previous provider, did all the checks and was so frustrated and stressed had to go into the office to work, more worry and stress, and decided to change back to previous provider and since worked perfect and now been slammed with early termination for £200! Yeah right! Am I going to pay .. Absolutely not!! Rang and been told I am contracted and have to pay there was no apology or anything from them! Reported to Shell now awaiting further response and to the Ombudsman also. SAVE YOURSELVES FROM HEARTACHE AND STRESS AND KEEP CLEAR FROM SHELL... AWFUL AWFUL AWFUL AWFUL AWFUL!!!!
  • Reviewer
    Location
    Chorley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use Shell Broadband the service is very poor and their customer support is abysmal. They charged me £240 to exit my contract and would not accept that the service was performing under that promised. I’m moving country for work and they still insisted on me paying the huge exit fee. They are indescribably awful in al respects and their customer care team are surly and unhelpful!
  • Reviewer
    Location
    Clacton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3 hours on the phone, I’m currently on the phone again! AVOID!!!
  • Reviewer
    Location
    Clacton-on-Sea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I have been trying to sort out a new phone deal with Shell Broadband for my 87 year old mother who is nearly blind and does not need any broadband as she would not be able to use a computer. All she wanted was to use her phone. I have spoken to customer services three times each taking around 45 minutes to get through and then being transfered to someone else !!! It took three different conversations with customer services on different days before I was able to get the new contract and having to drive a round trip of 100 miles each time as they have to speak to my mum to confirm things. I'm far from impressed with their customer services. This could have been dealt with on the first occasion when the package was cheaper !!! My own broadband is with John Lewis. Their customer services took under 9 minutes from initially dialing the number and renewing my contract. Perhaps I should cancel mum's shell contract !!!
  • Reviewer
    Location
    Clapham North
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I had never entered into a contract with Shell Energy, the cheap price is there for a reason. The Internet is so slow and the signal is super weak. In doesn't reach all areas of my tiny 2 bedroom flat.
  • Reviewer
    Location
    Clee Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They don’t answer the phone, if you email them ,they don’t deal with your complaint just fob you off.My broadband bill jumped from £40 to £67 and I can’t get an explanation why , the broadband speed is rubbish and keeps dropping off.
  • Reviewer
    Location
    Cleeve North Somerset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It doesn't deserve even ONE star but there is no ZERO option available. Definitely the worst provider I've had. Wifi frequently fails. Zoom meetings are a nightmare as the broadband width (very low at the best of times) cuts out completely at least once every session! Email complaints are completely ignored. It is clear from all the reviews I've read that I will just be wasting my time if I make a telephone complaint. I feel I've been conned.
  • Reviewer
    Location
    Clowne, Chesterfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    they should be called pure hell not shell arrogant nasty vile customer service after waiting 2hrs to actually spk to a human internet after numerous complaints still does not work 5mg is the best i get but goes down every 2mins to no broadband do not go with this rip off company i was with post office till these clowns took over worst day of my life pure hell thought talk talk was bad enough these are the pits
  • Reviewer
    Location
    Co Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke of a company with incompetent customer service staff.
    Been waiting 16days for my broadband to be fixed, two engineers sent out and diagnosed the same problem, being the router, shell still haven’t sent a new router.
    God forbid you try and get in touch with the ‘technical team’ you’ll be on hold for most of the day and when you finally do get through, it’s like Groundhog Day explaining the same sh*t over and over, programmed robots!

    It’s ok though my neighbour saved the day and has allowed me to share their broadband whilst the issue is ongoing, theirs is SKY by the way and it is amazing! How f’king embarrassing is that shell! That sky have had to bail you out for how bad you are! Pathetic!

    #ofcom should strike them off as a supplier company, absolute joke!
  • Reviewer
    Location
    Co Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been with Shell since they they bought First Utility. I have had no problems with service until now. Broadband went down yesterday. Contacted help line. They say in an email they tried to get back to me - untrue. No missed calls. Did the pigeon die on the way here? You need support when this sort of thing happens, but where are they. Hopeless. Judging by the other comments it may get worse yet. Already booked to change supplier to one with sensible support hours.
  • Reviewer
    Location
    Coatbridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
  • Reviewer
    Location
    Cockermouth Cumbria
    Reviewing
    Shell Energy
    Date
    Comments
    Horrendous we were left with no internet for 3weeks due to them been unable to connect us to there broadband,every phone call was over 20mins to be told they were doing there best!my advice look elsewhere
  • Reviewer
    Location
    Colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    They have been overcharging me for months which they admit.
    Arranged for credit for overpayments and a back dated contract
    They've done nothing, was promised email confirming everything, no email.
    They are a shambles, who have so many underlings, that they have no clue what they are doing.
  • Reviewer
    Location
    Colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    good solid connection and a lot cheaper as there's no TV advertising to pay for.BT spend the most on advertising so this accounts for the big price difference.
    Looking forward to saving thousands over the next ten years plus.
    If you don't switch you will never know or save.
  • Reviewer
    Location
    Colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband was always reliable, but the router was dreadful. I replaced it with my own TP Link router within a month of taking out the contract and threw the Shell router in the bin...18 months later and I have to pay £35 for the privilege of buying a £150 router to make their Wifi work. Terrible!
  • Reviewer
    Location
    Colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful, the product that the sell in my particular area is unfit for purpose, their customer service team is atrocious and I sometimes have to pay for a service I don't receive for a week at once. Avoid like the plague
  • Reviewer
    Location
    Consett
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Corby
    Reviewing
    Shell Energy
    Date
    Comments
    Incompetent company technically, organizationally and personally.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Waste of time. The only phone line that answers is the sales one. Poor speed, unreliable connection, then we agreed to upgrade to fibre to the door at 1000 mbps only to then find out that what was booked for May 18 2022 gets put back 6 months, no one at Shell has any idea of what we do next.
    Our answer is to stop paying and go with BT.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    4 days in and no connection, poor customer service, an engineer booked who didn't arrive, don't even know when we are going to connected. Cool off period is a joke as it ends before the contract starts. Offcomm need to take them to task.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Please avoid. Broadband was pretty expensive but went with it because of the high speeds promised. Speeds were good when stable but regularly experienced drop outs and generally unreliable. Customer service really disinterested and bored which made me think they probably get a lock of flack for the poor service generally. Definitley wouldn't go back to them again.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service,internet connection is off or drifting all the time,not fit for purpose,avoid this company like the plague,cannot wait for the contract to end,no such thing as customer service from them.shameful treatment to their customers and crap internet provision give them a wide berth.
  • Reviewer
    Location
    cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    waiting to talk to somebody from customer service no one ans the phone am not going with tham looks like BT.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid this broadband provider,doesn't go live when you are due to go live,customer service are patroniskng and rude. Constantly being spoken over,the worst broadband I have ever been with.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give zero I would… absolutely awful and I wish I’d stayed with my previous supplier. I made a complaint and asked them to call me after 4pm due to my job. 1.45pm phone rings and an overseas customer service representative rang to sort. I said I couldn’t talk but to please ring back when I finished work to be hung up on…..
    What makes it worse, their ‘customer service’ (very wide use of the term!) is only open during office hours- what use to us is that when we work the same hours so sorting a broadband issue remotely is insane!
    I have complained, sent emails phone calls…. Nothing so my next step is to contact the ombudsman so can get out of this contract and go with someone who knows what they’re doing
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moving my broadband to Shell was the worst mistake. Went with Shell after going through Uswitch who recommended them. Only went live yesterday. Connection keeps going down. I phoned tech support spent over a hour still could not get the internet on my tv.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Reliability
      3 stars
    Comments
    Prior to switching I had had fibre with Sky for 3 years with no issues and was getting a speed of between 67mb and 71mb. Switched to Shells equivalent package (Superfast Fibre Plus) so should be getting exactly the same speed; however, I am now getting between 29mb and 38mb. Pathetic! Have tried to call their customer services but gave up after being on hold for 28 minutes. Already counting the days until my contract ends and I can switch back to a decent provider.

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.

Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.