Shell Energy Broadband Home Broadband Reviews

Problems from day one with the internet connection and the internet speeds. Upgraded from sky broadband to shell fibre optic and sky broadband was far quicker. Customer service is non existent. They take days/if not weeks to reply to mails and claim to have contacted me when in fact this has never happened once. 3 months later and I still have these problems but if I cancel they will want a cancellation fee so I’m stuck with a slow broadband. Will never use this provider again. Reccomend no one does!!

Best company for speeds and contention.They use TTB as their Network i have used TTB resellers for the last few years and find them very good.

Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department

Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.

Not very helpful to people who have fallen on hard times due to covid. Asked for an extention to pay my bill by a week from now and have been told they will suspend my services anyway until it is paid. I got laid off from work for a few months and only just been able to go back and am still awaiting first wage. Cutting me off means I can't do my job from home meaning I don't get paid! Not very helpful shell energy! I'll pay my bill then ill be looking elsewhere!

Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!

Avoid at all costs! We signed up for Superfast Fibre Plus guaranteeing 30Mbps in Dec-19 for 18-month contract. By March I am already recording 2Mbps for large parts of the day. I contact them from Mar to Aug with this issue. They change router but no improvement. By Sep we are recording 0.2 Mbps one meter from the router and their customer service is saying we are delivering 30 Mbps. Being an engineer I fail to understand why you would lose 28.8Mbps from the supply to the router to one meter from the router! In the end I paid to get out of these jokers. Useless customer service and failed supply.

Hindsight is a wonderful thing. I was with Zen, but migrated to Shell because I'd save a fiver a month. Worst decision ever. My internet is almost unusable. Upload speeds ranging from 0mbps to 3mbps.
I can't watch youtube, nor facebook videos and as I don't own a television, I watch youtube things instead.
I managed to call their technical help and discovered that my setup was fine, all the tests I'd done prior to calling them, were fine,swapped filters, turned stuff on and off all to no avail. Changed from their crappo technicolour router back to my decent Fritzbox and still no decent upload speeds.
Last resort will be tp send a BT engineer to check my setup and get charged £65 when he can't see anything wrong despite already ascertaining that there's nothing wrong. Basically, I went from Zen with decent download *and* upload speeds, to Shell with rubbish upload speeds and it's not their fault. Nothing to do with them. Pay £65 for an engineer.
Heed this warning. DO NOT go with Shell is Hell broadband.

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.

Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!

Worst company ever!!!!
Been without internet for the past 7 months.. and they keep charging me for it. I’ve called them so many time, asking to review my case, they just state that the charges are fine because from their end all connections are good. I asked them to check data flow and they refused to do so.. I’m just so dissatisfied about this company.
AVOID at all costs!!!!

Constantly drops. VERY poor speeds. Unusable. And if you complain they just try and upgrade you to a more expenisve package, Use phrases like " well you cant expect it to work on the package you are on". HORRENDOUS. AVOID AT ALL COST.

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

I've been having broadband issues for the past two months, numerous phone calls and emails yet the standard response is too many devices, which I've proven to not be the issue by providing tests over Ethernet with only one device connected. Anyway the majority of devices are smart bulbs, smart plugs and a thermostat, leaving only a laptop and TV.

The pings spike up to 8000ms and nothing will load not even the Google homepage. Also the guaranteed speed range is 8-14Mbps yet I regularly get as low as 0.5Mbps, again they don't see that to be an issue. Their advisors don't know what pings are so their answer is that I need fibre when in reality they just need to fix my broadband.

To summarise, if it works you'll be lucky not to experience their shoddy customer service. However, if you do have issues get ready to collate proof otherwise they won't believe you! Then by some miracle escalate the complaint which is very difficult as they won't usually let you past the customer service advisor! Overall pretty rubbish for a well established name but clearly they haven't got their customer service right!!!

BAD PING IN EVERY GAME WITH HORRIBLE LAG SPIKES (1000ping) IF YOU PLAY GAMES OR LIKE STREAMING VIDEOS ABOVE 720P PLEASE DO NOT BUY!

Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
They think this is all they have to provide and they (shell) deem this acceptable.

I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.

The only thing they can do is take your money

If you have any other option then better chose them over shell energy as they are just time waters and does not care about customers at all. As shell energy is relatively new broadband provider I decided to give it a go. I was waiting for broadband to be up and running and even received a router. Then I received the email that my order been cancelled???? I got on the phone with them immediately and had to wait over 40 min on hold to be told that they cannot help and the best I can do is to place the order again and hope(?!) that it will not be cancelled next time. I have already waited over a week and I said I would like to log a complaint for them as a feedback and to improve the system that is wrong and disappointing for customers but lady said she will not do it as there is nothing else to be done(?!). Honestly I wanted to be their new customer but with this attitude and lack of care I would not recommend it to anyone.

I pay for super fibre optic as tbey say but its the slowest Internet i have ever had most of the time its less than 5mbps and it constantly cuts out for hours theres no customer service and theres no website to tell if its a problem on there end even though it is horrendous internet company do not bother.

The worst company ever, even tho they work thru TalkTalk.
Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
AVOID,AVOID,AVOID!