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
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 570 customer ratings since 2021-07-05 (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.

844 Customer Reviews over 22 pages

  • Reviewer
    Location
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Having been a Post Office broadband customer for many years ( sometimes not so great either ) the transfer to Shell Energy has been awful, stressful at times and even with computer systems they still get information wrong - left hand and right hand lack communication!
    First they had the amount on my acccount wrong after they took over account in December, my online account was never updated till April and even then the amount of credit carried over from my Post office account was still wrong and that was after numerous calls which took on average 40 mins to get through and another 30- 40 mins on the phone for them still to get it wrong or worse say it was sorted out when it was not. I sent them the last statement from the Post Office showing the full amount and asked for a deadlock letter - they finally acknowledged that I had been correct all along! I changed supplier and they last bill I got was correct and showed my account in credit but they have the cheek to charge me a fiver to end my contract less than a month early - the hours I spent on the phone are hours I will never get back!
    I have asked them to confirm by email with me the final bill as they will still be due me money so we can agree if it is correct and they then sent an email asking me to return the Post Office router which is 10 years old at least that I had to pay the post office for as it was to replace an old non wireless one - they are welcome to this old dusty bit of equipment if they send a label to return it as they say if i dont return it they will charge £35 - how does that work?
    Unprofessional company who i think have taken on too much work taking on extra customers from Post Office and I know of many others who are having/have had same lack of service & are changing/have changed suppliers.
    The ratings here also ask for broadband speed and reliabilty - its only as good as the Open Reach exchange and ours is old as the hills! but we still pay almost the same for the service as someone in the town with fibre etc - very annoying.
  • Reviewer
    Location
    SE28
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worse customer service for a bad speed!After holdong me on phone for 3 hours,passing from department to the other and promising they will change and sort out the problem,saying in further email,they respond in 48hours,never ever came back with no changes or notices after months of ignoring any emails and requests!Shame to you,guys!Let everyone know how good you are on being unfair and ignorant!
  • Reviewer
    Location
    Froncysyllte
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unable to get WiFi coverage unless seated next to the router.
    Internet is dropping on a daily basis and so without access at all.
    Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
    Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
    Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have been with Shell B/Band for a couple of months since they took over from the Post Office B/Band and I HATE it!
    It is slower than it was, I get “Loading” problems on YouTube - never did that before and whereas it was easy to login to the Post Office website I have had nothing but problems with this lot.
    Tonight, in order to see my bill, I made SIX attempts.
    Each time I was told that I had entered the wrong address or password.
    As I cut and paste my details into the relevant boxes and eventually they work, the fault must be Shell Energy’s, not mine.
    The moment I am free to leave this cursed company, I will.
    Don’t go near this mob.
    Stay well away.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have not had such a horrible experience with customer service in the UK yet. Broadband service was ok apart from when we lost it for several days due to provider/line fault. But the customer service is truly appalling. At first i was being charged for the router that i supposedly did not return when terminating the service (which i did), so the onus was on me to prove that i did. I did get this charge taken off, but it took a few back and forth emails and attaching proofs of Royal Mail Delivery. Then they decided to charge me for the engineer call out - the engineer was indeed called to fix the fault on the external line when we did not have internet service, but THAT WAS THEIR PROBLEM TO FIX, NOT MINE (which the engineer also confirmed to us). I feel totally harassed and continuing to dispute charges. So frustrating!
  • Reviewer
    Location
    essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolutely appalling WIFI, I've been with shell for 2 years and it feels like a prison sentence. I'm hopefully switching to another company next week or so which I'm relived about. The WIFI is like putting pineapple on pizza and it runs slower than a granny on the way to Tesco. The broadband has a mental breakdown when using more than 2 devices. DONT CHOOSE SHELL ENERGY!
  • Reviewer
    Location
    Tickencote
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very very very bad quality broadband. Can't even watch smoothly any movie longer than 2 minutes on YT. Internet keeps dropping randomly.

    Tried to contact with their customer service. After 2 hours on hold, been hanged out!
  • Reviewer
    Location
    Mytholmroyd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Absolutely terrible customer service that won't deal with complaints or agnolage/engage them.
  • Reviewer
    Location
    sutton in ashfield
    Reviewing
    Shell Energy
    Date
    Comments
    Very poor only been with them month poor customer service
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No customer service and no broadband service. I'm leaving!

    Also, just called the cancellation line and they hung up on me straightaway.

    This company is a SCAM.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I work 12 hour days so am rarely at home to use the internet, maybe stream Prime or Netflix for an hour or two a night, occasionally Zoom and WhatsApp. I have no other devices that connect and it’s currently a one person household. Changed to Shell and the internet is dreadful. The modem switches itself off multiple times a day losing connection. For example watching an hour show on Prime- usually the modem will restart 3 times. This isn’t buffering - it completely loses connection. I called Shell and they told me they’d book an engineer as there was a problem with the line and I might have a faulty modem. I got cut off at the end of the call, they didn’t book the engineer and I called back. The next person refused to book the engineer and told me the previous person hadn’t followed the protocol and that I needed to take steps to fix the modem myself. They declared the connection fixed, which it was not. They even had the cheek to tell me I was a high volume user and I needed to upgrade to a more expensive package! I then got a call the next day (which was a reply from the email I sent 5 days before) from someone who had not even had the decency to read my previous two calls with Shell, basically told me I was getting the service I was paying for and wouldn’t escalate this to management. Again tried to sell me a more expensive package! I advised I’ve never had a problem with either of my two previous providers with this speed- and asked again how on earth they can classify me as a high user of internet when I barely use it?

    Anyway, they haven’t sorted any of this out. I can’t leave because it’s £6.50 a month for every month I cancel plus they charge a £15 disconnection fee when you leave, even at the end of the contract! Surprised it’s not illegal to be honest. Shell is outrageous- one word- AVOID!
  • Reviewer
    Location
    Folkestone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
  • Reviewer
    Location
    Walsall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Honestly - don't bother! I hardly ever leave bad reviews but Shell Energy Broadband are the worst. I'm meant to have fibre broadband but my speeds are always between 1-3MB. I asked them for help several times and they either told me that it was a problem in my area (it wasn't) or tried to charge me to get someone to come and look at it. I've finally cancelled and found a better provider. But despite being out of contract, they've still charged me £12 for the pleasure. Terrible.
  • Reviewer
    Location
    Shropshire Uk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service!! Please read the reviews on this broadband company before you make the mistake me and many others have made!! My contract started 3 months ago and I don’t even have router at my address. The have sent me 3 routers (2 to the wrong address and the 3 one is the wrong router) after countless hours and I mean COUNTLESS HOURS on hold and talking to customer service advisers they have yet to provide me with a service yet take £25 a month out of my account. I have threatened to contact trading standards and there response is ‘sorry to hear that’. I am told it’s impossible to cancel the policy without paying the full £280 contract.

    TAKE MY ADVICE AND AND GO WITH BT OR SKY FOR AN EXTRA £2 A MONTH!!

    Poor poor poor service. Should he embarrassed of themselves
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Transferred from post office and moved home.they offered new contract which i accepted.
    When engineers visited,they could not connected to my existing cable and wanted to make more holes on front windows which i did not allow and they left
    Upon calling shell,i was confirmed that contract will cancel itself in couple of days.
    I called them up today and they want me to pay £350 cancellation charges.
    Note: cooling off period has ended 7 days before they sent engineers and we customers have not right if thier engineers fail to carry out thier jobs properly
    I am devasated and can not pay £ 350 for the service they never provided.
    Please advise
  • Reviewer
    Location
    PE7
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Plugged in and worked straight away, excellent speed too. Impressed.
  • Reviewer
    Location
    uk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worst internet i have ever had DO NOT GO WITH THEM please save your money and you time cause you will be on chat with them every week or resetting your router every day just to get the speeds you pay for there customer service is horried they lie to you and offer help that they end up charging 100s for. the worst internet service i have ever had
  • Reviewer
    Location
    Basildon
    Reviewing
    Shell Energy
    Date
    Comments
    Coming from a measured 40Mbps BT fibre to First Utility Standard Broadband.
    The activation date was set for 4th of Dec 2018.
    From the start the speed was comparable to dialup modem pace: 0.3Mbps to 0.4Mbps. I gave it a couple of days and it was still running those speeds. Their website insinuates they have a chat feature, giving you the impression you will be chatting to a human being, except you are not. There are only a few set responses, none of which are useful.
    It is very difficult to get hold of a contact telephone number. I did manage to find an email address (broadband.support@first-utility.com). I emailed through my concerns and issue along with a screenshot of the my speed test.
    On the 6th of December I did manage to find a telephone number in the end.(01926 320700). A recorded message immediately says that they are experienceing a high call volume today. I have now realised that this high call volume message is permanent, which you can draw your conclusions from. I got through to Techsupport, who unsurprisingly said it was the first 10 days of the contract and that the line would speed up.
    On the 11th of Decemeber I called again and I explained to the agent the issue and he agreed the BB was running slow and with errors. Pointing out that I had reported this via email he then managed to find my email, and having seen my speed test took the opportunity to ask for a further 2 test over the course of the next two days.
    On the 13th of Decemeber I called again. The agent explained that Openreach had been notified of the issue on my line and that it might take 24hrs to 48hrs get a response from them and something about we have to be sure that the line has got a problem before they have a look at things.
    On the 15th of December I called again. The agent did not seem to bothered about reading the case notes, but decided to run through some troubleshooting steps. They were: Turn the router off. Reset the router using a pin. Pulling the RJ11 out of the socket. The agent then concluded there was sufficient evidence that a site engineer was required. The visiting windows of Morning or Afternoon would need to be chosen and I explained that I would need time to get home. It was explained that the engineer might call up 30mins before, but it was not guaranteed, and that if I was not at home I would be charged. Having scared me by saying I should be ‘working with’ to fix the BB issue I concluded that the agent was using the engineer visit tactic to make me feel the BB issue was moving along so I chose to change the subject and asked the agent to read the case notes of my problem; nb the first thing a TS agent should be doing before working on a problem for obvious reasons. She then changed tack and said Openreach were aware of my BB problem and acknowledged there was an issue with the line. I told her I would call back on Monday.
    On the 17th I called for an update. I was told that Openreach would make a site visit, but I was not required to be present. Apparently they would walk around my street and make a visual inspection.
    On the 19th of December I received an email requesting for a site visit. I need to provide 3 times of availablity and need to pay attention to TRC’s (Time Related Charges) These are charges that I need to pay so First Utility can recover any unneccessary Openreach engineer’s time. Keep in mind their first TRC is: If no fault is found at the time of appointment. Considering I came from a working BT infinity service, I suspect no fault will be found, and again I am suspicious as to why they appear to be wanting to send an engineer around other to make it appear things are moving forward with the fault.
    I have reluctantly made a complaint to first utility. And will be waiting for first contact from a member of their ‘dedicated’ first utility complaints team.
    Although the communication between myself and first utility has been civil, I can not help feeling this company have a typical 1990’s style of customer service. First Utility; probably not first.
  • Reviewer
    Location
    Surrey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    dunfermline
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    if your looking for broadband do not go with shell,service is appalling and the customer service is even worse,biggest mistake i made!! speed is terrible constantly cuts off been a joke from day 1 tried to cancel within 14 days but they refused saying speed issues are my fault because of too many devices connected at 1 time??
  • Reviewer
    Location
    Stafford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Constant ‘drop outs’ and then the most useless Customer Service
  • Reviewer
    Location
    bishop auckland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Anyone looking to use these look elsewhere speed was awful kept saying it would get sorted and never did got fobbed off till the 3 weeks ran over so I had to pay the full contract off or baliffs were coming to the door never worked once it was that slow.
  • Reviewer
    Location
    Herts
    Reviewing
    Shell Energy
    Date
    Comments
    I agree with others don’t touch them with a barge pole. Awful signal, have had to concede and pay to be let out of the contract. Grumpy and impatient customer service, no doubt in part because they must have so many disappointed customers to deal with. Should never have made the change. Especially given the damage the company has done to the environment over the years, I should have known better. AVOID.
  • 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
    Scarborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I HAVE NO WORDS ON HOW BAD THIS BROADBAND PROVIDER IS FROM THE BROADBAND ITSELF TO THE CUSTOMER SERVICE AVOID!!!!!!!!

    Im now used to waiting over an hour to thorugh to someone. Oh and the superfast broadband is as fast as there terrible customer service.

    AVOID!!!!!!!!!
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Recently spent over an hour on a phone call to Shell Energy to let them know I was moving house. I was informed that I owed them £180!!! Cancellation charges apparently because I wasn’t transferring the internet to my partners house as he already has internet with Sky! I complained and got the charges reduced to £80. Read the small print and the “27” pages of terms and conditions folks! Better still find another internet provider. I certainly won’t be going back
  • Reviewer
    Location
    Motherwell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE
  • Reviewer
    Location
    Sutton Coldfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Just finished an 18 month contract with this useless Broadband supplier. I would not recommend it to anybody. Broadband speeds and downloads are appalling. Phone calls to their Customer service is a complete waste of time. Nothing is ever resolved. Accused of not connecting the router correctly and wanted to charge £65 for an engineer to visit. I had nothing but problems trying to remedy the slow speed and was paying for a service which wasn’t fit for purpose. Now using another provider and the improvement is staggering to what it was with Shell. I do not recommend this company and would advise people to avoid being ripped off and disappointed.
  • Reviewer
    Location
    Northwood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Do not touch this company with a barge pole!!! I signed up with Shell Broadband on the Superfast package. The connection kept dropping and after complaining on numerous occasions they finally sent an engineer out for which they charged £65. In the end I got Ombudsman involved who then got Shell to send me a letter of apology. At one point they agreed to waive the engineer's call out fee of £65 but then they retracted their offer and debited my account with £65. Stay away from Shell broadband--rubbish broadband and even worse customer service!!!!
  • Reviewer
    Location
    Ayr
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
  • Reviewer
    Location
    hounslow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Switchover day was today, sky ceased service and shell will not start services for another two days. No technical department to put me though to. No manager to speak to without a 24hour wait. This company is not fit for purpose or the 20th century. They do not know how to operate a bb company or service. Am leavign as soon as i can - haev 30days to leave. Uswitch have alot to answer for for this shoddy recommendation
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service - a number of outages which made me decide to find another provider. Two months later I am still waiting for a refund from Shell despite numerous emails & chat. Their latest excuse not to refund me is that they are claiming I didn't return the hub, despite it being returned tracked. Useless "customer service". If I could leave ZERO STARS, I would. AVOID.
  • Reviewer
    Location
    Exeter
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Comments
    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!
  • 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
    Peterborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I love the energy supply with first utility and moved from Sky broadband to first utility as I was told that it would be the same service as Sky but cheaper.. massive mistake as the speed is half the speed of Sky and keeps dropping out . Will move as soon as my contract is up. Complained the customer service and was told to read the contract
  • Reviewer
    Location
    Widnes Cheshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Very poor customers service.
    Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
    Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
    Beware of this company - was OK when run by Post Office.
    If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!

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