Shell Energy Broadband Home Broadband Reviews

I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.

Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks.

Beware: They charge £15 cease charge whether you are in or out of contract.

I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.

I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.

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

We pay for 38m rarely get this usually 20s a few times 6ish.
Read reviews before you buy, then go with another provider.

This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away.

Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere!

One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router.

Shell fibre broadband was reliable and fast.
Beware £15 end of service fee (even if contract has ended)

Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service

Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out

Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends.

Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost

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.

Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line.

To top it off they charge a cancellation fee even if you're out of contract.

Terrible customer service - absolutely unhelpful! We called to say that we are moving to a new address and were promised to receive a new router in a week time. We didn't receive it for more than 10 days and called - after an hour waiting on the phone we were shouted at by a customer service representative that they don't have a record of our call and we need to wait for another 2 weeks and pay more fees for someone to come and check our property. We were not given options to cancel and the guys just hanged up the phone! Stay awayfrom them!

Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up

Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
PLEASE, PLEASE AVOID for your own sake.

I had a problem with broadband speeds and an engineer was sent (with the usual threats, of "if it's your wiring you will be charged") There was a fault on the local box. Fixed and no more problems.Near end of contract decided to change to different supplier who was offering fibre for same price as ordinary broadband with shell. Charged me £0.85p.
So far so good: then received email asking for return of router and accessories, never had that before don't know where they are, be interesting to see where we go from here!