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
    2.3 stars
  • Customer Service
    2.5 stars
  • Speed
    2.3 stars
  • Reliability
    2.4 stars

Based on 210 customer ratings since 2018-12-12 (Show all time 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.

202 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
changed from virgin media was paying 48.00 a month now pay only 27.00 a month for much faster broadband glad i changed should of did it years ago everything very good and good customer service too very happy
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
sunderland Shell Energy  
good solid connection and a lot cheaper as there's no TV advertising to pay for.BT spend the most on advertising so this accounts for the big price difference.
Looking forward to saving thousands over the next ten years plus.
If you don't switch you will never know or save.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
colchester Shell Energy  
Early days.
We wanted it connected before we left for a break but they were unable to make the date by two days so we contacted them.
The first attempt was not so good as the guy we spoke to said, no worries, we will get someone to call you back within 2 days. SILENCE!
I called back and spoke to a "Zoe". She apologised and then promptly sorted it.
The router arrived early, thanks, Zoe. I was able to configure it to match my old network and on the go live day, up it came and all looks good.
Have not used it much yet but so far, so good.
The call centre staff do, seem, rely on unseen technical staff, Zoe had to ask them a question that I wanted answered. Now it may be a case of "Chinese Whispers" but she was given an incorrect answer.
I will update when I have more use.
Conclusion.
Simple to buy, seems a good price, very helpful staff mostly, works and the company seem to want to keep me happy. Nice.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
North Ayrshire Shell Energy  
been with them for 12 months and almost no issues, the router supplied is not the best (this is same for most routers supplied by ISP's) after 2 weeks I contacted them for details as purchased my own ASUS AC68 Wifi Router, tech agent went thru and supplied PPPoA username and password (user name is simply landline numer@first-utility.com) the guy even stayed on the line until router had connected.
anyone who wishes to use own router just go thru to tech and they will assist
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
gateshead Shell Energy  
Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rushden Shell Energy  
The modem arrived as promised. The service started at 9am. The speed is currently 35mbs. What's not to like.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
burgess hil Shell Energy  
What can I say except that it's the best and cheapest I have ever been with. I love it!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Kilbride Shell Energy  
Was very dubious joining this company for broadband after reading the reviews. But I went ahead anyway and well. What can I say. Faster speed than I had with sky. Reliability is brilliant. Online gaming has become fluent and no disruption at all. I highly recommend first utility !
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cornwall Shell Energy  
Very good, and cost effective, never had an issue, had a fault found out it was an outage in the area, bit annoying but it happens and openreach fixed it.

Also im on the Ultra First, i was advised on estimated speed range, same as all other providers on openreach network, such as BT, Sky, Plusnet.

Ultra First Broadband 34.99 speed up to 76mbps my estimated speed range is 40-67mbps (im not going to expect 76mbps come on guys) it all depends on how far you are from the exhange.

I have no issue with First Utility seems straight forward cheaper then the rest
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Shell Energy  
Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Aberystwyth Shell Energy  
Has turned out to be good broadband for the money.
We did lose our connection one day but that was due to BT´s engineer working on various cable connections out in the road and broke our connection, but repaired it later on.
As far as speed goes, not to bad and for 16 quid per month pretty good all round.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Isle of Wight Shell Energy  
Had this broadband package about a month now had no problems at all in fact I would say it is better than my BT package that I had before as with BT everything would buffer and that was with superfast fibre with first utility I just have the basic cheapest package and so far its great. I think its just your luck and where you live to be honest.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
LARGS Shell Energy  
Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
Well worth the switch and a happy customer.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london Shell Energy  
Plugged in and worked straight away, excellent speed too. Impressed.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Derbyshire Shell Energy  
Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Dundee Shell Energy  
Fast and reliable and the same speeds as BT who i was with for 8 years.
VERY PLEASED.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
KENT Shell Energy  
Nice speeds and netflixs works excellent for me.
A consistence and stable connection for quiet a while now.
Switch over was hassle free and exactly what i was told.
Saving money too. Happy days. xxx
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london Shell Energy  
Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rochester Shell Energy  
Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Bedford Shell Energy  
I have to say we are both happy with the service and speed. Friendly and polite. Thank you.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
west london Shell Energy  
Was told by a friend to use this service and i am happy i did.
I have saved money for the same service and speeds.
Never disconnected and good WiFi.
No regrets.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Romford Shell Energy  
Excellent speeds and connection.
Very happy.
Thank you.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chadwell heath Shell Energy  
Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
  • Satisfaction
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Sheffield Shell Energy  
Switch over to first utility when i realized what i was really paying for my broadband and phone connection.
Connection is good and has never failed since the switch.
Excellent value and a great saving.
:) :)
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
KENT Shell Energy  
Very pleased and all good.
I work from home so use the internet all day long.
Its never let me down so i can only praise the service.
GREAT..
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
essex Shell Energy  
Faster and More stable than TalkTalk, which I find strange as its TalkTalk that's actually providing the service. The downside is their cheap routers, which means crap wireless connections
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wiltshire Shell Energy  
Just connected this week. Everything worked first time. Had to ring to get Password to connect my own router. A short wait to get an answer built once connected they were very helpful and provided password and checked I had other necessary information. Currently showing a slightly slower connection speed than my previous plusnet connection but still in the 10-day modem optimisation period.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
York Shell Energy  
Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Wirral Shell Energy  
Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Burscough Shell Energy  
Early days yet but:
1. Transfer of phone service was seamless and totally pain free
2. Transfer of ADSL service was seamless
3. Broadband speeds initially 60% of previous PlusNet service, using the same equipment. Watching carefully to see how that trains up over the next 7 days.
4. Customer service much more technically competent that PlusNet. I wanted to retain my existing (non-PlusNet) router and, although I had to queue, I found someone who understood the settings and had my individual information at their fingertips.

I was shocked at the poor reviews these guys had and was somewhat worried about the transfer but, so far so good.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Kettering Shell Energy  
This is an update to a previous review. The dropouts have stopped and the speed has stabilised at slightly higher than the previous supplier. I'm fine with the switch now. It looks like this in no worse than BT or Sky, just cheaper.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
The North Shell Energy  
Everything has been fine - speed has been tested and I get what I expected - Customer Service has not been utilised - however now I have come to leave I have been billed £15 to exit - the fine of £35 for not returning the router has not yet been officialy communicated...

...being retired and having nothing better to do I look forward to wasting the time of the Customer Service Dept in pursuing a refund of the £15 should it be deducted by Shell Energy - no doubt it was hidden within the 30 page T&Cs - but, like others listed here, I have completed an initial period with First Utility before I was migrated to Shell when FU called it a day.
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Davenham Northwich Shell Energy  
Prior to switching I had had fibre with Sky for 3 years with no issues and was getting a speed of between 67mb and 71mb. Switched to Shells equivalent package (Superfast Fibre Plus) so should be getting exactly the same speed; however, I am now getting between 29mb and 38mb. Pathetic! Have tried to call their customer services but gave up after being on hold for 28 minutes. Already counting the days until my contract ends and I can switch back to a decent provider.
  • Reliability
    3 stars
Cornwall Shell Energy  
Usage to date : 3 months.

No. of previous Broadband suppliers : 3.

Speed : Decent but not as fast as previous suppliers. Especially noticable on Netflix loading times.

Reliability : A couple of minutes of dropped connection, about once or twice per week on average, but tolerable.

Customer service : Friendly, average waiting time 20 min.

Other notes : Initially provided with faulty router, hence no connection for a week. Sent over engineer to confirm this. Router replacement received about 2 days later. Later, errorenously charged for engineer visit (around 80 GBP) so had to contact them to correct this.

Not recommended as it has under performed in all categories compared to previous suppliers.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
London Shell Energy  
Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk Shell Energy  
Switched from talk talk as they kept upping my bill and I already have duel fuel with first utility no problems very smooth switch no problems encountered happy
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
London Shell Energy  
was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
ossett Shell Energy  
So far BLOODY USELESS.
To get your ppp user/pw you have to PHONE THEM, and guess what LONG WAITS on the phone, callbacks that don't happen.
1st bill they add a few days on so instead of £26.99 it is over £30 no reason why just because they can.
Router would be fine 15 YEARS AGO. single band, 100mb ports poor wifi.
Wish I had NEVER JOINED!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Galashiels Shell Energy  
Terrible customer service - poor response times, poor advice given, promises not kept. Complained and still a rubbish experience. There are plenty of other similarly priced broadband deals available - pick another provider, not Shell.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
East Sussex Shell Energy  
Customer service is fairly good and helpful, however, customer service should be low down the list of desirables as ideally you shouldn't need it. Speed is ok. The biggest let down for First Utility is the frequency of broadband outages and disconnections. In terms of reliability they are appalling. This is why I have rated customer service quite high as I often need to contact them to ask why I have no connection!

Overall impression ... steer clear. Very unreliable.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    1 star
Lewes Shell Energy  

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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.

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