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
    1.6 stars

Based on 272 customer ratings since 2023-05-22 (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.

1,469 Customer Reviews over 147 pages

  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely NO!
    Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
    The telephone service is also incredibly unprofessional and should be reviewed immediately.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid, Avoid and Avoid

    I cancel my contract with shell broadband after a week.
    I have been treated unfairly,
    I had and engineer come to install the box on Wednesday 8th November 2023, I stated to the engineer that I did not want the box installed in my kitchen or bedroom, however he insisted on installing it in my bedroom, I felt at this point he was just after a quick easy job by doing this, I know it can be installed in my living room, as the previous company whom I had a contract with did it with no issue.
    Having the box in my bedroom is causing me to loose sleep as I have a severe light sensitivity and to be able to sleep I have to have a pitch black room. I wasn't advised about the amount of lights coming fliking and the sound coming from the box. when I complained, for them to turn around to me and tell me to cover the lights which I found it very insensitive and unprofessional. I have been dealing with this for a week and I am now being passed back and fourth to different people in different departments and being told different things, is purely unprofessional from a customer perspective.
    Furthermore,
    We can only connect to the WiFi upstairs where the box is located, I cannot get signal downstairs which is redundant, as my children cannot use their computer for school work.

    Therefore I cancel my contract with them and I have had all these issues in a space of my week, therefore

    This company are legalised scammers and should be shut down.
    Avoid at all costs.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service is shocking, from day 1 we had issues, constantly dropping and it works amazing if you only sit in the room the router is plugged in. I spend hours and hours on the phone with them, we got send 4 different models of routers as they clearly could not work out which one, we should be using. Open reach came to check twice and there was no issue on their line into the property and it still does not work. The customers services lines constantly cut you off and they do not call you back at all and you must go through the same process over and over. DO NOT USE THEM, it is not worth it, it might be a cheaper price but for the headache and drama just pay more, I have learnt my lesson. Finally won today and after weeks of just calling every day and complaining they have cancelled my contract and got a full refund back. If you have issues, just keep calling them and keep opening those complaints and don’t let them close them. There is a ‘The Communications Ombudsman’ if you can’t resolve with Shell go to them and raise a complaint with them.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    No stars.. as this is the worst broadband ever used and customer service is even worser as none of them are interested to solve your problem instead they transfer the call from one department to other and then just hang up.

    Please I request no one should choose shell as you can see the below reviews.. it is really the worst service you will ever get.
  • Reviewer
    Location
    Mickleover Derby Uk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service level atrocious.
    Only company using BT line that can't transfer a BT landline
    Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
    Cancelled with them
  • Reviewer
    Location
    Skelmersdale
    Reviewing
    Shell Energy
    Date
    Comments
    By far the Worst broadband you will ever experience.
    We where recommended to sign up for shell by Currys who are clearly getting a commission from this diabolical service.
    Our broadband constantly goes in and out as your typing even though we where under the impression we had signed up for the top speed.
    When we complained they told us that we needed an upgrade
    Which involved the contract starting from the beginning again .
    We now have a more expensive broadband than we had before that has only 5% of its reliability.
    The upgrade made absolutely no difference .
    This company are legalised scammers and should be shut down.
    Avoid at all costs.

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.