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
    1.7 stars
  • Customer Service
    1.7 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 545 customer ratings since 2021-05-21 (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.

789 Customer Reviews over 20 pages

  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I have used. I have submitted the review regarding their poor customer service a month ago. But this company sent me an email to suspend my usage because I haven't paid the bill. I phoned them and asking why my Direct Debit didn't kick in? They said I haven't got one set up....but I have received an email from them on 12th February with my Direct Debit set up and Guarantee. The service is alive in Middle of March. I do not deserve an email with such threat. Very rude. I don't even care they disconnect the service bet the speed is very slow and do not support my area compare to Virgin Media.

    The email is very unpleasant especially it is their own fault.

    Very poor company, the management is very poor. The speed very slow because I set up the account a month before it went live. So didn't realize that do not support our usage. But already out of the cooling period. Please be careful we have to keep this package as well using our old one. I blame myself for being stupid, I don't want others regret it. Please avoid this company.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service. Internet constantly dropping out. 0.5mbps speed during day with regular drops. Constant calls to be told there was no issue. After much hoop jumping Internet seemed average for a while. Now have been without Internet for 5 days. One hour each night on hold to company, during that time after 30 minutes on hold half the time the line is hung up without speaking to anyone. When I finally get through some agents are ridiculously rude and unhelpful and make me feel like it is somehow my fault and I am being unreasonable for expecting a service I'm paying for. I did speak to one lovely lady who said a ticket was raised but now 5 days have passed with no further communication, Internet is still down. Writing this review after being on hold yet again for half an our only to have the line cut off so starting the process again just to try and get a basic Internet service. Would cancel but am told that I have to pay cancellation fees despite the many months of problems and complaints.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    As my broadband has not yet installed. I can only say that the customer service is the worst and if no installation and How can I get their service. They are helping and waited on the line over an hour. Totally wasted the time. There are plenty good providers.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Comments
    Internet is appealing ... drops out on the tv every 5 seconds or so ... 1 hour programme, even on non peak time, ends up taking 1.40 hours ...

    Can no longer work from home as internet is so appalling ...
  • Reviewer
    Location
    Featherstone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete rubbish at times less than 1/2 mg , or no internet connection.very difficult to contact, speaking to a human not easy! Fail to respond to email complaints , call backs by management promised ( doesn't happen) worst company we have ever had for Broardband , then want to charge penaltys to change to better provider when there supply not fit for purpose.
  • Reviewer
    Location
    Ferndown
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor internet speed, running at the slow rate guarantee. Customer service is a joke! Standard non helpful responses to all my issues with no solutions. Avoid, very expensive for a very poor service
  • Reviewer
    Location
    Fife
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broad Band drops out, when you complain they say it's your equipment. Had Shell for 11 months, they have broken the spirit of the contract but if leave 1 day early it will cost me £10.50
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Not the best sadly.
    My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
  • Reviewer
    Location
    Finsbury park
    Reviewing
    Shell Energy
    Date
    Comments
    First utility bill worst company ever you over charge me £600 from April 1st to June the 23rd you rip me off gas and electric and you give false reading gas and electric metre which is not mine that I've gave you !am going to report you to the newspaper for ripping customers off I wouldn't recommend your company to anyone I'm doing a review on first utility company! Your service is appalling your staff are rude they don't no how to deal with customers on phone strictly speaking I give you zero for all the stress that you caused me for the short time I was with the company Bad Company
  • Reviewer
    Location
    Folkestone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    We were in the process of changing to shell but our present company as they offered a good deal and we were not gaining anything. I rang to cancel or rather not go ahead , I was on the phone an hour and he was extremely rude and told me I couldn’t cancel without a charge as I’d passed the calling of period . Most of this time I was on hold . When I said I was within my rights to not go ahead I was cut off. Vile person , very bad customer service. I will look into changing my energy as well now.
  • Reviewer
    Location
    Folkestone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely disgusted, Shell took over all the post office broadband contracts. Firstly they have changed their billing dates and haven't legally notified the customers, secondly they have lost payments during the switch over and are constantly sending overdue letters when there is no debt. Customer service dreadful and left on hold anywhere from half hour plus. Would never recommend this company and in the process of switching broadband suppliers.
  • Reviewer
    Location
    Forest Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
  • Reviewer
    Location
    Froncysyllte
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unable to get WiFi coverage unless seated next to the router.
    Internet is dropping on a daily basis and so without access at all.
    Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
    Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
    Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not subscribe to shell they are the world worst company they don't care about you if I could give the o out of ten I would in fact I would rather have piles than subscribe to this lot.
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not go with this lot done absolutely nothing to try and get my broadband up and running you would be better hitting your head up against a wall.
  • Reviewer
    Location
    Galashiels
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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!
  • Reviewer
    Location
    gateshead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Has ShellBroadband for a week, no WiFi, nothing.
    On phone for hours to idiots, and I mean idiots.
    New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
    One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
    Finally another advisor came on phone, Ivor.
    15 minutes later, sorted.
    Good ole Ivor.
    But once my contract up, never ever again.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
    However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
    This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their 'premium router'. Due to daughter needing to access internet for uni work I requested to leave. Full 18 month contract amount taken from bank account. Complained to Ombudsman and no action taken...Shell do NOT need to provide or assist with macbook connection - only connection we could maintain was with a regular laptop that was not Apple...all macbooks continually could not connect to the 2.4 or 5g wifi...advised to purchase 'mesh' products. Part of Ombudsman decision stated "Shell hasn't acted unfairly by charging the full amount" also, Shell Energy "did its best to help troubleshoot the issues" I was experiencing. Unbelievable.
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't go near them!!!!!!
    Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolutely the worst provider I have ever used. download speed 1.5mbps
    upload. 85

    they not only want paid 30 days notice to leave but a £15 admin charge.
    5 days after official complaint nothing from ANYONE.
    one word PATHETIC
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I was transferred by Post Office to Shell Energy . Why did Shell Energy think they had the expertise to take on broadband. Like other reviewers, my trying to contact customer service is impossible. I had no problem with them until I had to start accessing via the webmail. Since then I have had to change my password dozens of time because message states for me to check caps lock and re-enter correct password. Am then told backup email address not recognised and to use a post office email. What's the point of that when I cannot access email. I have emailed a complaint, written a complaint and to date, no response whatsoever. Like other reviewers, if I could give zero star, I would. I am close to moving to another provider but the thought of having to advise everybody re new email address is putting me off. PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Friends phone line disconnected today.
    She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
    Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
  • Reviewer
    Location
    Godalming
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Very slow today 0.4 upload and .05 download. So much for Slow Shell!
  • Reviewer
    Location
    Gosport
    Reviewing
    Shell Energy
    Date
    Comments
    The worst broadband company the don't let you know when your bill is due they don't let you know when your cut off because the modem will flash all green to show it's active but really it's cut off shell energy shut your broadband down please I said to them if they can talk to my mother but the woman rudely said no you are the account holder! I was about to shout back don't ever go with shell energy if you want to be screwed over.
  • Reviewer
    Location
    Granato
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
  • Reviewer
    Location
    Great edstone
    Reviewing
    Shell Energy
    Date
    Comments
    Just joined broadband ok but found out they charge for 0300 and some 0800 calls won't let me leave contract been whith them 2 months
  • Reviewer
    Location
    great haywood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have had shell broadband for the last few weeks but then phone for some reason has now been disconected onthe 22nd September so I have no broadband or telephone line. Contacted shell through livechat but nothing has so gar been done to put the problem right
  • Reviewer
    Location
    Greenock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Grimsby
    Reviewing
    Shell Energy
    Date
    Comments
    Had this service for 4 days and it is terrible average download speed on 4 different speed tests is 1.64mb. Not even enough for SD downloads. If i had known i was dealing with Talk Talk i would not have taken this deal.
  • Reviewer
    Location
    Hackney London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Turned to their services because of an excellent Utility Service they had provided. Sadly a wrong move. The Customer Conduit is non-existent? They make it very hard to contact them and then they do NOT seem to know what's going on? A very poor service for a so-called Broadband provider, they buy their services from Talk Talk who have already the worst reputation in the entire country and in this sector they SUCK, made a huge mistake switching to them?
    When I complained hey quoted that I had 13 devices on at the same time, when I actually only have a PC a Printer total? wonder are they making a case for themselves for when I leave...? Because they have been appallingly absent when needed, nasty service DO NOT SWITCH TO THEM.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I endorse the recent comments. An abysmal company to deal with. This is my 4th day without access to my emails. I have spent HOURS on the phone and online chats just going round in circles. Clearly staff don't know what they are doing. More than once I have been sent back to Post Office who returned me to Shell because the "migration" was complete! Never had this problem with Post Office. The incompetence of this company is absolutely UNBELIEVABLE!
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently left Shell Broadband having completed the minimum term on the contract and have just received a threatening email telling me to return my router or face a £35 charge. I never wanted their damned router in the first place as I have my own far superior router and have not kept their useless piece of junk. Now they want me to pay for the POS!
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful to deal with.
    Charged me to leave contract even though contract period had ended.
    To add insult to injury they charged me £35 for a router that I returned but they are saying they didn't receive. Many other customers report the same. So unless you are happy with a £50 exit cost and poor service I'd avoid.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I would not recommend this company. I have been migrated against my wishes from the now-defunct PO Broadband, and the customer ' service ' has been abysmal. There are better options out there.

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.