Shell Energy Broadband Home Broadband Reviews

Moving my broadband to Shell was the worst mistake. Went with Shell after going through Uswitch who recommended them. Only went live yesterday. Connection keeps going down. I phoned tech support spent over a hour still could not get the internet on my tv.

This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.

I guess they are lucky that you can't actually give 0 on the rating scale.

Price is doubling from £25 to £50 this year. Not a great start.

Got the contract in August, roughly every 2 days connections dips. Unstable garbage for it's price. The download and upload speed is not what was promised. And the router is so bad that WIFI cannot even go to the second floor let alone struggles to get into the dining room ( which is the room after. ) Shell should still to their strength and carry on playing corporate monopoly greed with it's oil.

The service has been incredibly disappointing, with consistently poor speeds that make even basic tasks frustratingly slow. It's frustrating to pay for a service that promises high-speed internet, only to receive unreliable and sluggish performance. This broadband connection has been nothing but a headache, causing more stress than convenience. I would not recommend it to anyone looking for reliable internet service.

Absolutely appalling service constantly dropping out and no connection. Not receiving the service I pay for. Avoid Shell energy, do not even consider them an option.

Poor connection phoned them mon week and they said they would do a reset, still as crap as ever. Regret signing up with them! Suppose to be fibrus top speed but I'm lucky if get any signal! I wish to opt out of my contract as I'm not getting what I paid for. Wish I read reviews before getting.

If I could give zero I would… absolutely awful and I wish I’d stayed with my previous supplier. I made a complaint and asked them to call me after 4pm due to my job. 1.45pm phone rings and an overseas customer service representative rang to sort. I said I couldn’t talk but to please ring back when I finished work to be hung up on…..
What makes it worse, their ‘customer service’ (very wide use of the term!) is only open during office hours- what use to us is that when we work the same hours so sorting a broadband issue remotely is insane!
I have complained, sent emails phone calls…. Nothing so my next step is to contact the ombudsman so can get out of this contract and go with someone who knows what they’re doing

Changed providers, due to start Feb 2nd, now the 7th, still waiting for phone line, broadband working but very poor, 88 year old mum with a lifeline pendant alarm service that does not work now so at risk.Customer services a joke, not interested, 2 hours on hold after initially speaking to someone so gave up, next time uninterested and unhelpful, blamed EE, blamed open reach, everyone but them. Why give a date when you can't port a number. Temporary phone number was offered but nothing.

Poor is the word. In this day and age the service should be excellent with no need for lengthy problem solving, interference ? use wired connection? and so on. Automatic changeover from PO broadband such a shame.

Absolutely disgusting customer service rang them over 10 times to fix a problem they had caused,
Every Time a new agent was passed on to me they came up with a new way to screw me over and said the agent before them hadn't written it down to what the discussion was before, they have charged me triple my plan, THEN Forced me to pay £190 for the direct debt they messed up and even admitted too! they've owed me £40 i have an email proving they would add it to my account 3 months later still nothing done about it but more excuses, the last straw for them was when i was contacted by a payments department agent and she even admitted that sometimes they dont know what they doing and that the company isnt perfect. Great member of staff you have there shell. But i think they need more training. Customer service is so shocking

AVOID AT ALL COSTS!!

The service is terrible 6 months reporting problems with the Internet dipping in and out .had to pay extra for data with my phone provider .No Internet from yesterday engineering not coming until Tuesday. Decided to leave this sham of a company been told i will have to pay an early termination fee .How are they allowed to get away with this .like others i wish i read the review .Don't choose this company going cheap isnt good when you have no service .

Just awful, the internet keeps dropping and it takes forever to come back online. I have to keep resetting my router! I will never use this internet provider again!

I started using Shell Broadband in 2023. It didn't start well with poor router equipment, but they did rectify this by sending a couple of router extenders. We moved home early 2024 and I had several discussions with them early December about the move and the importance of it being live by mid-January. I was assured multiple times it would be done. This didn't happen. Several phone calls, emails and personal expense to bridge the gap later we seemed to be getting somewhere with a new date of 1st Feb for activation. I get a call on January 30th to say that they wouldn't be able to provide broadband to my property AT ALL and thus had to cancel the order entirely. Leaving me with no broadband already for 2 weeks, and probably another 2 weeks to activate with someone else. Absolutely diabolical service no matter which department you ended up speaking to. Steer clear.

We have been with shell,for several years.
Each year there is a price rise, which is ok.
However to stay with them you need to call them,this is just ridiculous as everything else is done online.
Even though they claim to have rang you on both home and mobile phones,also emailed us.
Complete lies.
This year, was fed up,changed for a better deal without a landline, suggest you do the same.

The first bill will charge you for when your fibre connection is installed which is not clearly explained.
This mean my first bill charged for an extra 18 days before the fibre connection went live.
You will have to waste a lot of time challenging this practice to get a refund for hidden costs
In hindsight, it's better to pay more for a more reputable supplier

Absolutely terrible! Connection is appalling, watching Netflix and half way through film, Connection cuts out. Worst ever!!!

Honestly never had worse connection that with this so called broadband, I had better internet connection 15 years ago when I lived in the countryside and the local travellers had stolen the copper phone lines. Don’t even bother signing up, you will barely be able to watch a YouTube video.

In my first property there were connection issues, they wanted me to pay for the engineer to come out I said no but the charged me anyway.
Then I moved house and gave them the 1 month notice as they asked for, for them to cancel my order two days before I moved, and ask me to wait another 3 weeks for installation. A colleague of mine is having issues with them too and they just don't own up to their mistakes. Worst company I've had to deal with.
0/10 do not recommend.

I have been trying to close an account for an elderly relative and I can honestly say Shell is THE worst company at providing customer support. I have been fobbed off, transfered between teams scattered across the globe at various call centers. The final straw was having the phone put down on me by Bori a customer complaints team member apparently in their Bosnian call center, after being told to 'Get to the point'. Do yourself a favour avoid this shower. Makes me glad I'm with Plusnet - always polite, effective and timely in resolving issues unlike Shell!

Diabolical!! It's Awful wished we had never changed provider. 2.09 mbps this morning! My recommendation is do not use Shell as a broadband provider, you'll be wasting your money.