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.

Overall Customer Ratings for Shell Energy

  • Satisfaction
    2.4 stars
  • Customer Service
    2.6 stars
  • Speed
    2.3 stars
  • Reliability
    2.4 stars

Based on 1062 customer ratings since 2017-08-23 (Show recent 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.

410 Customer Reviews over 11 pages

  • Reviewer
    Location
    Coventry
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid this company.
    Given start date.Nothing happened.Told them waited 24 hours nothing.No phone no broadband.
    So cancelled it.They now want a years worth of internet and phone paying for.Jokers
  • Reviewer
    Location
    Markfield Leicestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Signed up with an 18 month contract at 38Mbps and although the first 7 months speeds were fine, last couple of days the service is very slow. Just checked and only 11.02Mbps. Poor service would not recommend
  • Reviewer
    Location
    Cardiff
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Genuinely the worse company I have ever dealt with. Do NOT go to this company for Broadband. No service for a month and clueless advisors who could not help in any way. Very poor service technically and bad responsiveness. Save yourself a lot of heartache and go elsewhere. I had no service at all and they blamed me for needing higher speeds for working from home.
  • 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
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I would not recommend this company. I have been migrated against my wishes from the now-defunct PO Broadband, and the customer ' service ' has been abysmal. There are better options out there.
  • 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
    County Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish! I got conned into getting Shell Energy broadband with assurance that the speed would be faster than my previous supplier. I am forever losing the connection and the speed (when I am actually connected) is far slower. I contacted Shell and they said that I must dismantle the box on the wall and start doing various tests. I have never had this experience before with any previous suppliers. I would not recommend Shell Energy broadband for one second.
  • Reviewer
    Location
    Pontypool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'll give customer service two stars for politeness, but I've been with Shell for a few months and have had to contact them 3 times already. This is by far the worst internet service I've had in this property in 11 years. It's not fit for purpose half the time, often completely unusable, and have to resort to using data on my phone. The one glowing review here is clearly fake. I wouldn't recommend Shell Broadband in a million years.
  • Reviewer
    Location
    Somerset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor customer service. No access to the customer service after 4 pm easter saturday, we lost internet and phone line access at 20.15. No facility to report potential fault (I'm being kind assuming this) until tuesday am. Who would go into a contract with a company who an individual cannot report a fault for 3 days... not me, I'm off.
    However shell want to charge me money to leave even if 30 days notice is given.
    Avoid this company.
  • 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
    newcastle upon tyne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Got to be worst Company for Broadband , Be aware Warning , Do not Sign up , Problems, Breached Section 6 ,SECTION 7 FCA rules and Poor Customer Services , BLAME customers for their Inadequate Customer Service , Threats of £70 Engineer To cone out , Go will BT Sky , NOW TV , you're Warned

    Regards Alan.x

    PS Threat of early termination fees ££185 even if YOU GIVE standard 30 days notice

    SHELL A NIGHTNARE , AVOID AT ALL COSTS
    Pay a little MORE for Decent Suppliers
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't use this company. Their customer service is appalling. If you have any problems or issues they won't help you. As soon as you've signed their contract, that's it, they are not interested. Shell got my order wrong and I ended up with the lowest broadband speed and not the 'plus' service. Unfortunately, I didn't realise as I have brain fog from chemotherapy and now the 14 day 'cooling off' period has passed. They won't put it right for me. It wouldn't take much effort to give me the broadband speed I thought I had signed up to. They made the mistake in the first place; my only crime is that I didn't spot that when they sent their confirmation email. Where are the companies whose attitude would be: "I can see a genuine mistake has been made here, even though the 'cooling off' period has passed, I can change that for you"? It really is no skin off their nose to rectify this. They just don’t want to. In fact, the customer service person I spoke too, made it clear it was my fault as I didn’t check their confirmation email properly. Try living with a terminal cancer diagnosis and let me know how many things slip your mind. Next stop, Facebook, Instagram and Google.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    My usual monthly update. I pay for 38m but do not get anywhere near, mostly around 20m but just checked and getting less than 4m.
    I dont bother wasting my time contacting shell just to hear the same excuse and advise. My advise is read the small print on your contract, read the reviews, then buy elsewhere and save yourself an unwanted problem.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I normally switch broadband regularly and never automatically renew. Shell Broadband is the worst I have ever come across. The broadband was not too bad until Feb 2021 when they claimed to have upgraded it and its gone worse.

    My contract with them ends in May 2021 and today they tell me I have to pay a cease fee for ending the service even if I end it after my contract has ended. This is daytime robbery in my opinion. They are penalising me for leaving them. This feels like its aimed to deter people from leaving them and its unfair. Are we supposed to stay with the company for life or else we incur a penalty charge? Ridiculous!!!!
  • Reviewer
    Location
    UK
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID LIKE THE PLAGUE!

    One year of no or low connection, intermittent connection, top speeds of 0.8 upload and 5 MB downloads.

    Appalling customer service - unable to contact them via phone (which is expensive), emails ignored, complaints ignored,no ability to leave contract.

    Even after my one-year contract was up, it was impossible to leave! Weeks after requesting that they cease the line, the line is still open and they are still charging me for broadband!

    This company is impossible, infuriating and you should avoid them at all costs - don't say you haven't been warned!

    Quite how they've won a customer satisfaction award for their broadband in 2020 given the number of negative reviews they've received beggars belief.

    I would NEVER recommend Shell to anyone, and would certainly never use them again.

    I have had to resolve my complaint through an ombudsman and still have got nowhere weeks after making it.
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely abysmal customer service and their internet speed isn't much better. If you move house part way through your deal they start a brand new one to trap you for longer. If you believe your contract ends in a few weeks so ask to cancel rather than start a whole new deal they don't inform you that the contract doesn't end in a few weeks but instead accept the cancellation then charge you over £100 for doing so. Shocking customer service all round
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    The only positive thing I can say for Shell is that their call-centre staff are very polite and courteous and as such they are one ahead of the mostly arrogant/unpleasant people I dealt with at XLN.

    However, the speed with which they resolve issues is abysmal. At first I was impressed with them - the phone was answered quickly and the staff were pleasant to deal with. I presume though that this was because I was a new customer. As soon as they have you on board,it is a different matter. First, I was given an upgrade (with predictable price rise) that I neither wanted nor needed. My service was, during this time, suspended for several days. While this was hugely inconvenient, it also illustrated to me that I appear to have an issue with wifi - in that it is causing me health problems. While the wifi was suspended, the issues I had experienced, stopped. I therefore made the decision that my health and well-being are far more important than being hooked up to the internet and I asked Shell if I could terminate the contract early. They, predictably, are going to charge me for the full term of the contract, despite me saying that I am not going to a rival firm. Their response times to my queries are woefully slow. I do not blame the poor people who have the misfortune to man Shell's telephone line but the terrible management who put insufficient resources in place to deal with customer queries/complaints.

    So, if you want pleasant call-centre staff, rubbish broadband reliability, and hideously slow complaint resolution, then I can't recommend Shell highly enough!
  • Reviewer
    Location
    st helens
    Reviewing
    Shell Energy
    Date
    Comments
    Ive been with Post office without a contract for several years and many time Ive thaught of transferring,

    Post office are now passing BB onto Shell and what Ive read up to now I have second thoughts, can only hang on until the switch over.

    I was going to go fiber but now ????

    thanks for the info
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Not the best sadly.
    My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
  • 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
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service
  • Reviewer
    Location
    Nuneaton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period.

    Please keep our speeds coming at 78mbps download and 20mbps upload. so far so good. No help was needed, easy to setup and easy to connect. I can't thank Shell enough. It has been an easy transfer from our old provider to shell. Great experience so far.

    Thank you Shell Energy
  • Reviewer
    Location
    bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Shell broadband like the plague.very poor customer service..no one gets back to you after promising to..they told us they would deal with our case..but the guy who said this never did.The slow broadband speed we had for months on end was not our fault and we were told we would get compensation but didnt deliver..engineer had fixed the problem and told us our speed was now ok..but had no confirmation of what we are actually paying..eventually went on the app to see we are on the fastest speed and paying for it even though i did actually ask to cancel this higher price as the original speed would have been adequate if it had been working right in the first place..very dissapointed
  • Reviewer
    Location
    West midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My regular report. I pay for 38m, I usually get low to mid 20s. Initially Had 38 but noticed dropped speed when TV and devices buffering. Contacted provider but waited over 45 min
    to speak to operator. Followed advice and speed still low mid 20s.
    I also checked my account and provider stated no problem with my provided speed but stated I was a heavy user and suggested I upgrade to a faster speed. There is no one at home during usual working hours we use TV at evenings so I don't understand the statement.
    I suggest you read the reviews, read the providers small print, then don't use shell go elsewhere.
  • Reviewer
    Location
    Reigate
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    From the date we transferred from Plusnet to Shell Energy Broadband, we have experienced very poor speeds. Nothing else changed, except the internet supplier. Shell Energy insist that they are supplying the equired speeds to their router. Our frequent speed tests just a few feet away rom their router prove diferently. Their customer service has been terrible, simply trying to justify a terrible service as other have wriiten. Impossible to get out of the contract and now had to raise a complaint with the Communications Ombudsman. DO NOT USE this company.
  • Reviewer
    Location
    Perranporth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible. Do not use. We have had download speeds of 0.1m/s for 10 days now. Customer service takes ages to get through to and they even blame us for something inside the house. Without us changing anything it starts working again and to add insult to injury they offer to refund us £2 for 2 days it was not working. DO NOT USE.
  • Reviewer
    Location
    Romford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID as it's the worst broadband we have ever had and the worst customer service ever! Signed up for 12 months and have waited 11 months to leave. It only works in the room where the router is and the bedroom directly above. Luckily I have excellent mobile Internet. I've now found out I have to pay £15 to leave but worth every last penny to get rid of it. Roll on 10th Feb! Would have given 0 stars if I could
  • Reviewer
    Location
    Blackwood
    Reviewing
    Shell Energy
    Date
    Comments
    Give this company a wide birth no good at all wont help you just cut you off for no reason awful !!!!! Customer service !!!!!!! Dont go with them
  • 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
    Harrow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible customer service and horrible connection. I didn't have any connection at home at all and when contacted to customer support to cancel they mentioned there is a connection with line and will be able to fix in 3/4 days, the choice was to either wait couple of days for the line to be fixed after not having broadband at all or paying exit fee for cancellation even.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT BOTHER!!!!! Absolutely shockingly bad customer service, if I could give a negative rating I would. Dreadful website, crashes half the time, unable to access accounts, or access any online help, tweets are the only way to get anyone to listen, which you should not have to resort to, but have no choice.
    NEVER AGAIN!
  • Reviewer
    Location
    St Helens
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell
    And I asked them to take over the line .Shell then sprang into action wanting an early exit fee .As I hadn’t broken the contract they had broken it I refused to pay .A year on I have had to pay and now I am still
    Being asked for the money .Age 74 and living alone they are constantly harassing me. Anything is better than Shell just don’t go there .You
    Can tell them
    A hundred times you have paid but there is no
    Communication
    Within the company
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Comments
    a few months on and still not receiving estimated speed of 38
    just checked speed and varied between 8 m
    and 31 m
    usually get 20 m ish.
    read reviews then go elsewhere.
  • Reviewer
    Location
    Leicester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    How can I even begin to describe this plague. If I had to pick between another year of covid or another year of using this garbage I would pick covid. It is not worth paying money for. often the download speed drops to 3mbs and stays there. I feel like I'm back in 2010. I wish nothing but bad luck for the people responsible for this scam, the constant disconnects, buffering, IP switching, lag. third world countries I have visited had better wifi. I wish I was exaggerating. contract nearly over. finally.
  • Reviewer
    Location
    North Devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband!
  • Reviewer
    Location
    Epsom
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I had to cancel the broadband service due to my late mother passing away.
    Upon cancelling it was fine. There was no mention of additional fees etc.
    After 1 month I received a final bill for early cancellation fee charges. This was due to stoppinf the contract before 12 months.
    I called Shell and waited for 45 minutes. Upon answering I explained the reason for cancelling.
    They didn't care so clearly it's all about the money.
    I wouldn't recommend this company to anyone. Awful.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Speed has been bad for a while. Portal calls become impossible due to the constant dropouts and wildly fluctuating download speeds. I'm paying for a fast 60mbps fibre service. Today I did four speed checks over a period and it went between 4mbps and 8mbps. This is worse than the old standard copper connection. Terrible provider, even worse than BT and that's something! My contract is almost up and, believe me, I'm off to another provider as quickly as I can.
  • Reviewer
    Location
    Chadwell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The internet is awful always drops and disconnects, been with them for a month or two and wish we never did as it is all a scam. Go for any other provider and stay away from this at all costs!!!
  • Reviewer
    Location
    South Lakes, Cumbria
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at ALL costs.

    Internet connection constantly dropped. Almost daily and sometimes for as long as an hour and a half. Even when it was working, video calls and gaming were nearly impossible.

    When customer service was contacted they first said there was no fault on the line, then changed their mind a week later and said an engineer would be out. No one turned up, and when I rang back the fault was magically fixed! They decided a new wire would fix the job. It didn't, obviously.

    Their modems are from 2010 roughly, and I suspect that didn't help. But I am 100% certain that the problem was with their equipment, as I am now with another provider and have had no issues.

    I paid to leave Shell early. They cut off the internet a day sooner than they were supposed to, leaving us with no internet for a day, which was nice.

    They also are not a member of OFCOM (whatever the broadband regulator is), and so I think this is why they don't feel like fixing anything.

    All this is just a long rant to say AVOID AVOID AVOID. I hope to God that at some point they will have no more customers left and concede defeat.
  • Reviewer
    Location
    Welling
    Reviewing
    Shell Energy
    Date
    Comments
    So slow I drop out all the time and working from home I need a reliable broadband... I will be changing providers at the end of my contract .. avoid using Shell

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.