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
    1.6 stars
  • Customer Service
    1.7 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 294 customer ratings since 2023-04-19 (Show all time ratings)

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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.

1,452 Customer Reviews over 37 pages

  • Reviewer
    Location
    Cheltenham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Another victim.
    Switched to cut down on Broadband bills. Will probably work as service unreliable.
    Calls to Customer services result in multiple attempts to persuade you to upgrade to same fee as previous provider, which negates point of switch.
    Avoid Shell energy slowband at all costs.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    Transferred from post office two weeks ago speed is ok as still on post office setup but no email as address has been deleted. My wife is spent 2/3 hrs every day on the telephone mostly on hold yesterday I spent 4 hrs on the phone mostly on hold and spoke to 3 people the first 2 admitted they didn't know what they we're doing so transferred me to the next Wed person eventually admitted she couldn't hep and hung up.I am looking for another supplier
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Comments
    Post office transferred me Shell Energy. Worst company ever. Please DO NOT JOIN!
    Won't create me an account. Cant see any details of contract etc. You CANNOT CONTACT THEM IN ANY WAY. No chat, calling is impossible and don't ever reply to emails. I pay £22.99 a month for fast broadband. They are supplying 9.5 speed! Emailed a week ago...still taking my money and still poor speed and no contact!!
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Tonbridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it!
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Endless problems with the telephone line - eventually we were unable to receive incoming calls. Telephone customer service representative continually talked over me, not giving me the opportunity to explain what the problem was and was extremely patronising.

    I was a Post Office customer for years but the takeover by Shell has been dreadful. Am now in the process of changing provider.
  • Reviewer
    Location
    Heswall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My 93 uear old farther had problems as regasted blind and a hearing problem.the billing arriving after the payment date
    Then getting letter saying need paying now although it had already been paid. after ringing them and a 20 minutes before a response and then telling the customer services agent to stop sending late payment letters. As it you not posting bill out late the problem. still no joy customer service very OBNOXIOUS would not listening just told me to tell them pay by DD not have a problem then will he. and charged £4.85 for phone call to them.
  • Reviewer
    Location
    Vicarscross
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is a joke my farther in law regasted blind and deaf and 93. Migrated by the post office to Shell. get letter saying you have not paid you bill.not had bill yet happen every time bill arrived 3 day's later.closed account with them now say will charge him £35.00 for the modem he has never had.he only had a phone no broadband. Trying to get the thick customer service to understand this is impossible. They only have to look back on the old bill's to see this.the CEO for Shell energy as a international companie is a joke. Will now have to take this up with Offcom. Need to get staff that understand customers problems.
  • Reviewer
    Location
    SALISBURY
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
    DO NOT USE SHELL BROADBAND.
  • 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
    Wiltshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Changed to Shell 6m ago and have raised 2 complaints, another was raised on my behalf by customer services. May I was billed £59.80 instead of£21. I was informed the £38 over charge (which Shell didn't know why it was applied) would be refunded. It wasn't, it was applied to my account as a credit. June, I get call from Shell saying I'm wrong and the £ has gone back to my account AND it's £16 in credit as of today. Shell said I'd had a gesture of goodwill for £30 put on my account too (this was news to me)BUT, here's the clincher, only on paper, it wasn't actually applied.... So, £38 - £21(june charge) = £16 in credit on my acc. If they'd applied the GoG £30 my account would be £46 in credit. However I'm told by the guy on the phone I'm understanding what he's JUST said on the phone. Absolutely sick of it, terrible connection that keeps going off, on my 2nd router.... Going to be finding a new providr. I would advise anyone to avoid Shell.
  • Reviewer
    Location
    Fylde
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got sold over by post office broadband.
    Service went down hill, no connection for days, email telling my new price, then billed roughly £10 more.
    Website is useless, trying to contact them is unnecessarily difficult.
    Avoid them.
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Highlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid this company.
    When you leave them they behave like vile bailiffs. Sending threatening emails demanding router is returned. Then continue to get mire and mire aggressive demanding £35 or else. I returned my router with 24 hours of request but they just continue to send harrowing emails threatening me
  • Reviewer
    Location
    Middlesbrough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Horrible experience!!!definitely would not recommend them and I wish I read the reviews before I join them
    The broadband speed is not the best but the real nightmare is trying to contact the customer services
    Awful and horrible experience
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.
  • Reviewer
    Location
    Oldham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've never done a review before but wish I'd believed these 1 star reviews prior. Shell energy has an unreliable internet connection, and I felt like I worked for them and not the other way around as they treated me like dirt, continually trying to find way to get more money out of me 3 months after I had left them.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The speeds provided will not even stream a Youtube video. Rang up to complain and did not get a call back for 6 weeks. Customer service is non existent. Avoid at all costs, these are by far the worst broadband provider in the UK
  • Reviewer
    Location
    salisbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Failed to connect a 90 year old's telephone and left her without a phone line (she lives alone) in the middle of this pandemic.

    Call centre staff polite but harassed - they are not provided with sufficient information to help customers and the phone installation department does not take or make calls.

    The recorded message facility to leave feedback was unable to record because it was full! I'm not surprised.

    To sum up:

    Shell Energy Retail Ltd can't connect phone lines
    Shell Energy Retail Ltd won't connect phone lines
    Shell Energy Retail Ltd can't make phone calls
    Shell Energy Retail Ltd can't receive messages on an answerphone

    AVOID AVOID AVOID this company at all costs.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Even 1 star is too much for the terrible service we received. Long story short, we have been their customers for nearly an year, moved to a new house and were promissed quick service at the new place. It then turned out that noone has a record of this and we need to wait for another half month and pay fees. We said we want to cancel and were told we need to pay until the end of the year. The guy shouted at us and hanged up the phone (after 2 hours wait to speak to them). Stay away!
  • Reviewer
    Location
    Somerset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Going with shell Broudband was the worst decision I have ever made. From day one it has continued to fail I am unable to watch Netflix as it constantly go’s off and takes hours to re enter using the ridiculously long password. When customer services have been contacted they have not helped after waiting and waiting to talk to someone they don’t have any answers to the problem you then get passed on to the next person who clearly has no idea how to solve the problem.
    I asked to speak with a manager this was refused.
    I demanded that I be released from my contact as I am not receiving the Broudband I am paying for, I was told I would be charged, ridiculous shell Broudband is not fit for purpose you will possibly like me spend hours on the phone to them achieving nothing that’s when your not spending hours trying to get it to work on your TV. Avoid Shell altogether it’s not good and customer service is nonexistent.
  • Reviewer
    Location
    new Malden
    Reviewing
    Shell Energy
    Date
    Comments
    0 stars for everything.its the worst provider ever hâd before. No speed promised, no support. My internet stop working every 2 hours and starts again after 10-20 min. I made the worst decision swaping from sky to shell. For all the People how maybe Want to choose shell please: DONT DO.
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Have got issues with overchargeing me . Been heavily charged for calling them to complain. Also possible data protection act breach that they don't want to know about . BEWARE OF THIS COMPANY.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
    Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
    We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
    They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.

    The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
    Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
  • Reviewer
    Location
    Medway
    Reviewing
    Shell Energy
    Date
    Comments
    Wow!
    A company to avoid.
    If you like stress, go for it.
    Most Impressive unprofessional company. Rubbish service all round
    It's an oil company not a tech firm. They haven't a clue
    Leave them alone, unless you're arms dealing and trying hard in politics.
  • Reviewer
    Location
    North devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have shell broadband which took over post office broadband. All was well with po broadband then broadband got slower and slower so gave up logging into my emails then shell took over , utter rubbish threatening to shut email down , yes I dnt use it because it’s too slow takes 45 mins to upload the page , then my father has the bill in , bill due 21st October 2022 received letter 29th october2022 , I recon this company sends bills out the day they are due in bulk for Royal Mail to deliver , got three threatening txts from shell pay up or else , how they got my mobile number I never know
    Signed up BT , if want hub back I will not be paying the so called £35 ! It was free from post office anyway !!
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Haven’t used customer services as yet. I’ve signed up to super fast + and of this moment 44.6 Mbps down and 6.97 Mbps up so I’m well pleased with Shell so far.
  • Reviewer
    Location
    Doncaster
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    New contract for my 90 year old mother who has dementia and severe memory issues. Broadband was installed for the sole purpose of setting up internal monitoring in her flat so family members could ensure she was safe and well. Decided on a Shell package with home phone and broadband as listed on the MSE website back in August 22. This has honestly been my worst decision ever and would strongly advise anyone NOT to go with Shell, especially as their "customer service" is absolutely diabolical. Ironically my problem lies with the phone line as the broadband has(so far) been working satisfactorily. From the point of activation the phone line ceased to operate. Outgoing calls cut out after entering 3 digits, incoming calls didn't ring on the handset. There then followed 3 months of infuriating and lengthy holds to Shell customer services plus a multitude of complaint emails with various agents suggesting frankly ridiculous solutions. All that was needed was to get an engineer out to the exchange/green cabinet and check the wiring. Two booked engineer visits went by with no one turning up. When I complained after the last no-show the agent decided to book a further appointment and classify my mother as a "vulnerable" customer. This engineer actually turned up, called me from the now working land line and advised that the wiring in the cabinet was not connected to my mother's landline. This 5 minute fix took three months to happen. Case closed but no apology or credit for lack of landline. However, have now received bill for two engineer call outs at £60 each, one of which was a no-show. Don't think we'll be paying these as problem was outside the home. Shell, stay well clear.
  • Reviewer
    Location
    Stafford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Is supposed to be a Fast Broadband service. average 33Mb download 11Mb upload
    Over Xmas noticed that broadband was very slow and continually dropping out.
    In New Year found that phone was not working so raised service call.
    Broadband speed down to 6Mb download and 4Mb upload...a joke!!
    Within 24 hours told that tests had shown fault on line and they will arrange for BT engineer.
    5 days later still waiting to hear when appointment.
    My wife has cancer so we need phone to receive hospital appointments and to make emergency calls if needed.
    Having to raise formal complaint now with Shell.
    They do not seem to care at all.
    We will get out at first opportunity
  • Reviewer
    Location
    milnrow rochdale
    Reviewing
    Shell Energy
    Date
    Comments
    not sure the reviews are accurate
    broadband speed advised in advance is correct for my area its shown in advance
    fibre depends on provider and price
    80mb is not the norm
  • Reviewer
    Location
    Cockermouth Cumbria
    Reviewing
    Shell Energy
    Date
    Comments
    Horrendous we were left with no internet for 3weeks due to them been unable to connect us to there broadband,every phone call was over 20mins to be told they were doing there best!my advice look elsewhere
  • Reviewer
    Location
    Sutton Bridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    What a SHAMBLES of a company, Customer service, May as well ring Santa clause, he may reply to telephone calls now been waiting 5 HOURS for ring back service, live chat emails now been waiting 5 DAYS still unable to log on now excuse is experiencing network problems,(what is your next excuse)First utility you are a JOKE. Bet you wont take as long to DEBIT my bank account. ADVISE steer well clear. Looking to transfer energy supply to them, NO CHANCE.
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Cut off an 89 year olds phone line that was linked to his alarm - resulting in him being on a hard floor overnight for over 12 hours with no way if alerting anyone. The customer service is non existent and truly shocking! Even after speaking with various managers who endured it would be sorted and line in action asap, I call back and they deny all knowledge of any conversations-cowboy outfit through and through and absolutely no interest in helping no matter who you speak too! Please stay away from this company
  • Reviewer
    Location
    Bury St. Edmunds
    Reviewing
    Shell Energy
    Date
    Comments
    I have found shell to be useless.since they took over the post office telephone service. It hasn't been a service. The bill arrives on the day its supposed to be paid and then a letter arrives two weeks after payment telling you your payment is overdue and they may cut you off.absolutely dreadful. I think we will definitely be changing privider
  • 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
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    north Devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Oh dear on phone sorry to keep you waiting over 1 hour and still waiting will be changing as soon as the post office contract is up.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    User experience is awful - Bills available to view in current month only; logged in account functions are very poor and finding a sensible answer to any query is a real challenge. Avoid

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.

Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.