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 146 pages

  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Swadlincote
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Fulham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    NOTTINGHAM
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    These 5 star reviews on trust pilot must be fake because since I started using Shell Energy for broadband it has been nothing but an absolute nightmare.

    This is by far the worse broadband I have ever used:
    - the speed isn't as advertised (it hovered consistently around 8mbps);
    - the internet goes out intermittently throughout the day;
    - it starts off as the 'cheapest' option but what they don't tell you is that they are allowed to increase the price mid-contract, so you can't keep paying the price you signed up for;
    - recently the internet has been down for two full days and when the customer service team exhausted all the steps and still couldn't resolve the issue, they wanted to charge me £78/ hour to send an engineer to come fix what was essentially their problem. I was on call with Shell for over 2 hours -- I was passed from agent to agent and when one finally agreed to waive the engineer fee, I was then passed back to a different agent on the tech team who was rude, dismissive and patronizing and refused to arrange to send an engineer to inspect the router. This was the last straw for me and I ended up terminating the contract -- which Shell wanted to charge me a £80 termination fee for -- even though they weren't upholding their end of the bargain by providing internet that actually works.

    What an absolute joke. I know it's cheap but save yourself the hassle down the line and avoid at all costs.
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Comments
    The absolute worst broadband I've ever had the misfortune of having to put up with. I cannot describe the amount of frustration it has caused. It constantly disconnects, turns itself off and just in general does not function as it should. I will never ever use their service again once this year contract is over, absolutely disgraceful. save yourself the haste and go with literally any other broadband provider other then shell.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Middlesbrough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.

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.