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

  • Showing page 8 of 9, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
Reviewer Location Reviewing Date Ratings
This company broadband is RUBBISH please AVOID AVOID, If you planning to switch broadband to the First Utility may face huge financial debt If you terminate a contract, or you may get stress until the end of the contract. I don't recommend First Utility broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Unfortunately made a big mistake and signed up for the offer trusting Shell name. Oh boy, couldn't be more wrong. To the reader who is just checking the reviews - SAY AWAY! worst experience ever. They promised 11 mbs in average for 17.99, while signing the contract sneaked that they will be providing from 5 to 9 mbps. Actually providing somewhere below 5 and max 6mbps and less than 1 mbps upload! It is not a broadband! It's a dial-up service. All I lack is that modem sound dialling to get online.

I filed the complaint and their solution was......ATTENTION get higher band! which mean they are capable of providing the service it's just unfair business practices designed to lure people in and push to higher band as the cancellation fee is 100 pounds!!! CANT BE MORE CLEAR, TO ALL READING THE REVIEWS - STAY CLEARLY AWAY OF THIS "SERVICE"
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dartford 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  
Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shell Energy  
Completely and totally dissatisfied customer. I really wish I had read the reviews of so many others before I bought. Wifi constantly drops, customer service is shocking. I've had to call 4 times and spend an hour chatting and still nothing. I was sent an email of steps to walk through which included unscrewing the front of the broadband box on the wall. When I told the agent I was chatting with it was ridiculous to ask people to do that, he responded that it wasn't ridiculous. I'm so so so fed up and angry, I'm considering paying the fee to end my contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
MILTON KEYNES Shell Energy  
Quite possibly.the worst thing you can do is change to first utility broadband, chat to them about problems & they say we will update you...they never get back to you.if you prone to let them know of a problem.... You're charged for the call.a new provider with.i guess,no infrastructure& no experience,launched before everything was in place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cannock 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  
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  
Wish ide never heard of this broadband provider since going over to them my computer takes ages to get on internet keeps buffering my tv keeps going off as there is not enough speed it supposed to be 2.5 mpm but only delivers .75 as they are not providing me with the service i'm going to leave without penalty
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BORDON 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  
Complete and utter rubbish. No one wants to help, they then promise to ring back and never ever do. We have not had internet for over 5 weeks now
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bishop Auckland 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  
Anyone who is looking to switch to first utility broadband please don't they are the worst internet provider ever. I have been having problems from day one and still have.I wish i read reviews before i joined, but its too late now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London 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  
This is an appalling company. I had been with them for over a year with very slow connection speeds of around 4 MBPS despite being on the fibre network, when I moved house. They arranged to move my broadband to my new address but told me it required a new contract and a wait of a month before they could connect me at the new address. The engineer failed to turn up after a wait of a month. When I contacted them (three hours on hold...yes!), I was told that the order had been "declined twice" and therefore cancelled. All my bills were paid in full by direct debit so there was absolutely no excuse for this cancellation. Furthermore First Utility failed to contact me in any way, and at any point in this whole process to tell me there was a problem. The representative I spoke to suggested another month long wait for another installation appointment but I explained I couldn't wait without broadband for so long and told him politely that I'd rather cancel the order. The representative then hung up on me! I then received a bill for an early termination of the contract for a full year's cost of £220 because they said cancellation occurred after the 14 day grace period, but they had never provided a service and I wasn't told they had cancelled my order until after the 14 day period!

I'm appalled by the level of corruption, incompetence and rudeness I've been subjected to by this company. I will contact the ombudsman now to see how I can get my money back. It's so time-consuming, frustrating and upsetting I would urge you all to avoid this company at all costs. Even if you have a simple enquiry you will routinely be kept on hold for more than 30 minutes at any time of day. Avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kelso, UK Shell Energy  
The worse internet I've ever had. Stay away as far is possible. the speed is so slow that you won't be able to do anything.

AVOID!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london 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  
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  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cleeve North Somerset 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  
Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire, England 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  
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  
absolutely the worst provider I have ever used. download speed 1.5mbps
upload. 85

they not only want paid 30 days notice to leave but a £15 admin charge.
5 days after official complaint nothing from ANYONE.
one word PATHETIC
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
glasgow Shell Energy  
Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beckenham Shell Energy  
Appalling service, no stars can be given. Bitterly regret leaving BT 4 months ago, since when we have received a totally inadequate service. The internet is very intermittent and cuts out continually. We have been quoted £290 to cancel the contract, which seems appalling. In any other circumstances, if goods prove faulty you can return them and go elsewhere. Shame on you First Utility, we have been very satisfied gas and electric customers for the last 3 years, but shall now go elsewhere in protest at your shabby dealings with us
Bolton Shell Energy  
First utility bill worst company ever you over charge me £600 from April 1st to June the 23rd you rip me off gas and electric and you give false reading gas and electric metre which is not mine that I've gave you !am going to report you to the newspaper for ripping customers off I wouldn't recommend your company to anyone I'm doing a review on first utility company! Your service is appalling your staff are rude they don't no how to deal with customers on phone strictly speaking I give you zero for all the stress that you caused me for the short time I was with the company Bad Company
Finsbury park Shell Energy  
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  
not sure the reviews are accurate
broadband speed advised in advance is correct for my area its shown in advance
fibre depends on provider and price
80mb is not the norm
milnrow rochdale Shell Energy  
AVOID AVOID AVOID AVOID Put our prices up after not telling us if we left as energy customers our price would go up! We didn't even know that the price was special as it was the same for non-energy customers all over the internet. Their terms and conditions have been very well put together to basically charge and do whatever they like. they did not cancel my contract as I asked in writing in August 2017 and still continue to bill me to this day to the tune of £508!!! They have 5 people in their compaints department and cannot get back to you or answer your complaint 11 weeks later, their names are useless, incompitant, waste of space, why are we paying you and numpty! If you want a good provider for Home Phone and Broadband, go direct to Talk Talk!
James Shell Energy  
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  
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  
Had this service for 4 days and it is terrible average download speed on 4 different speed tests is 1.64mb. Not even enough for SD downloads. If i had known i was dealing with Talk Talk i would not have taken this deal.
Grimsby 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  
worst experience ever, very poor customer services & reliability, would not recommend this service
London Shell Energy  
The worst broadband company the don't let you know when your bill is due they don't let you know when your cut off because the modem will flash all green to show it's active but really it's cut off shell energy shut your broadband down please I said to them if they can talk to my mother but the woman rudely said no you are the account holder! I was about to shout back don't ever go with shell energy if you want to be screwed over.
Gosport Shell Energy  
Absolute worst broadband out there on the market, since i’ve signed up a month ago my broadband has been crashing every few hours we’re lucky to have 6 hours of internet a day before it goes down, customer service is absolutely appalling would definitely not recommend and looking to switch very soon.
London Shell Energy  
liars cheats and frauds do not trust 1st utility they overcharge you for no reason don't waste your time joining them they will con you.
London Shell Energy  
The worst service I have ever received.
If there was an option for less stars I would.
I am currently sorting a complaint that has gone on for 6 + months. This has now gone to the highest possible complaints department apparently, yet no resolution.
They informed us our meter was broken and they would have an engineer out to fix it. Took 1 month to get the engineer and two call outs to fix a new one. (Engineer confirmed to us that it is broken).
We still carried on paying monthly as we were of course using energy. They have now got a an extortionate outstanding bill from when the new meter was fitted. They have estimated what we use now to what we have had before and charged accordingly. Even though there in no way of proving how much we used.
I argued this case and First Utility said that the meter wasn't broken and we are using roughly the same amount now as the meter reading were showing before (in actual fact were using slightly less now going by their theory). Trouble is we have significantly more appliances so you would expect our amount to be more now. There is no way of proving how much we have used as the meter was faulty so how can they charge us this estimated amount.
Unreasonable and UNHELPFUL - constantly going round in circles.
Having to call and chase the updates twice a week on the phone for 45 minutes at a time. COMPLETE WATE OF TIME! Just want the debt cleared so I can move on with another supplier ASAP!
First Utility push back each phone call to next week. Always asking for more meter readings on each call after giving them over and over again. Wanting more time too look at our case because its gone on for so long!
At a loose end with no light at the end of the tunnel. So waiting for another call next week. We are so angry, frustrated and annoyed at this horrendous company.
First Utility will time waste as much as possible so that they can wrack up another bill.
Unreasonable horrendous company. DO NOT USE!
If you are with them LEAVE!
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  

Loading...

  • 333 reviews, showing page 8 of 9, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9

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.

Broadband.co.uk