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
    1.8 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 234 customer ratings since 2023-07-21 (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.

1,483 Customer Reviews over 38 pages

  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ll give them -5 if I could, worst internet company please if you can do not sign up, it’s so hard to leave.
  • Reviewer
    Location
    Stone
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    “Shell Energy Broadband”, originally owned by Post Office but now owned by Octopus Energy is an appalling company in terms of so-called customer service and needs reporting to OFCOM. I believe the Octopus broadband operation is in turn run for them by TalkTalk, another cowboy, fly-by-night outfit with a poor reputation and also owned by an asset management company.

    “Shell Energy Broadband” is only contactable by an expensive landline number and it is impossible to speak immediately with a real person to query anything pertaining to bills.
  • Reviewer
    Location
    Denton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I had an engineer come out who insisted that he needed to fit yet another box despite 2 others being there, he started drilling and apologised that he'd not pointed that out before proceeding. He cracked and pushed in a brick trying to put the fitting on the outer wall and didn't point out what he'd done, he'd put a blob of glue on the brick to rectify it and left. Once I'd seen the damage, i rang through to Shell who proceeded to push me to claim against Outreach who are a sub contractor that they use, telling me i have to fill out a form and basically Shell had nothing to do with it. I have a contract with Shell so didn't expect this runaround being pushed to sort out the mess through an outside company they used. I rang through to Shell several times and despite the agents trying to help, it all endedup with me having to claim through Outreach. I ended up getting the damage sorted and left it there. Shell have disappointed hugely with this system that they have. I have bought into a service that they offered so therefore would've expected them to resolve this
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Every second it off. I called several times with no solution still stopping every second
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would give them 0 stars if I could. I pay each month for terrible, slow bad internet. I can barely get any work done at home because of it. Their customer service is dismal, and they blame the customer for slow internet even though they are the company providing the broadband. DO NOT SIGN UP WITH SHELL - it is simply not worth it. Spend more money elsewhere. I cannot stress this enough. I didn't even know I had signed up for an 18 month contract as over the phone they said it was just 12 months. They do not make it easy to leave at all.
  • Reviewer
    Location
    Walton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved house told us the WiFi will be up on Friday reset the box nothing. Called them today and was told there was no engineer available for a month
  • Reviewer
    Location
    Croydon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AWFUL I complained since they took over the line that I only had intermittent connection. It took them 11 months to give me a new router as the original was faulty. Complete waste of money. Can't wait to get out of my contract. Despite not providing me with internet as per contract they wanted to charge me over £200 to leave.
  • Reviewer
    Location
    Fife Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Connection constantly falling!! Cannot wait to be out of contract period
  • Reviewer
    Location
    Belfast
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Only had it in a month and speed is next to nothing,signal keeps cutting out and have reset box multiple times,had to end up cancelling service,stay away from this company don't deliver what they promise and when you sign up they don't tell you it's £10 for box
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Cuts off multiple times day and night
    So angry at husband who switched to this awful company
    I can’t work from home, we can’t watch anything on streaming services without being interrupted
    Avoid at all costs
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter CACK! We switched to Shell broadband 3 weeks ago and have no signal at all. They keep saying passing the blame on Open Reach saying it’s faulty infrastructure. Funny how everyone else and neighbours are getting broadband with their providers! Stop fleecing consumers and motorists with your sky-rocket prices and provide a decent service for a change!
  • Reviewer
    Location
    Slough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Broadband has been good but customer policies/service is very poor.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was great to begin with, was cheap and you got what you paid for, but now it's so slow and in the evening I can hardly connect to it at all it just regularly drops out or has such low signal strength it won't work past my living room which is a small room. Tried to call to cancel so I could switch and was told they are transferring to talk talk so all accounts were locked and I can't leave until the transfer is done so call back in a week or 2. Disgusting.
  • Reviewer
    Location
    Nottinhamshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    This is by far the best company I have had. I put in a complaint of single dropping on the 16th May. This problem was a problem with previous supplier also. They sent openreach the next morning. Turns out my line had been hit by lighting. 4 months I'd be complaint to talk talk before this with no answers. All my sockets and line changed that day. New router ordered also and arrived within 3 days. Calls to update me every step of the way. Also offered a refund I did not ask for. 6 day turn around and fastest speed iv had in months. Great customer services! Highly recommended!
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have to wait until the beginning of January to tell those cowboys to fluck off!
    They make VM look top class.
  • Reviewer
    Location
    Harlow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My service didn’t go live so I’ve never actually been a customer, despite sending another router which didn’t work. I spent almost a week on the phone to their useless customer service & I was told they’d waive their early cancellation fee. I returned the equipment but they’ve billed me £107.38. I cancelled within a week this is not legal. I’ve been a customer since f Octopus energy for years & I’m considering cancelling as they now own Shell.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking internet speed, after charging me £24 for over 6 months for speeds between 3-7MB I finally managed to cancelled the contract as not fit for purpose! Now Shell are sending me emails every month saying my account is in arrears and threatening to take action ..I am 76 years of age and this is taking its toll on me .. do not use this company if you can avoid.
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely rubbish, kept disconnecting. When we contacted them to report the problem they did nothing to help, have now switched to virgin. No problems at all l
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Comments
    I had engineer come out on 26 April said problem at exchange rang them 4 times did not hear from them still waiting to be connected think I made a big big mistake joining them
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    At the end of an 18 month contract during which the broadband had been sporadic at best we were offered a new deal at almost twice the price for a 33% reduction of service. When we went to swap, Shell kept cancelling our cancellation. Ultimately they cut us off despite us asking to remain on a rolling contract until the new provider kicked in. Ten days with no phone or internet. Had to pay £20 to get line reconnected and lost our phone number which we'd had for 20 years. My advice, look elsewhere.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor wifi, disconnects all the time for no apparent reason. Does not work with Hive. Cheap means exactly that, all I run is smart tv, laptop and Hive and Shell cannot manage it.
  • Reviewer
    Location
    Walton on thames
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Iwill not recommend on my friends base on my experiences they said they commingbto connect our phone and internet im waiting for morethan 1month now and the bad side is my daughter have a exam soon my wife keep on emailing them but no one reply then they said comming on 29 and 30 of this month but apparently i been off bcoz they said will comming but untill now nothing happen they good to deduct the payment but interm of services i dont know what i gonna say if my daughter font have exam and they dont need internet for revision i dont mind to wait but this is not good. Seriously.
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusted. Broadband speed was ok for location, but the router is a post it note that uses electricity.
    And they charge you £50 if you don't send it back.

    Rip off, bad customer service, don't do it.
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Comments
    For all the customers of shell ..please look at the OFCOM PAIGE it should say..shell energy fined £1.4MILLION for failing to flag end of contracts and best deals to phone and broadband customers. MY knowledge to this.. their should not be any payment made to shell as they ended their contract/company December 2023..and have broken important customer protection rules.
  • Reviewer
    Location
    Hambleton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely slow internet iPhone mobile internet on three is much faster can’t play online games at peak times or hardly ever can’t barely watch paramount plus where there router is right next to it on a Sunday , trying to stream something on Disney plus takes forever should of stayed with talk talk or sky internet not some energy company that’s got painfully slow internet haven’t contacted because it’s not me that pays but thought I’d leave a review to explain that’s it’s just like having dial up internet from the early 2000,s
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rang last month to ask why my BB had gone up by £10,00 and would have to change supplier I am a pesioner and have to watch my pennies. Don't need BB for work only everyday things. Imagine my shock when my bill came in at £104.00 this month? rang customer Avoidance to complain and was tols they would investigate. I phoned them about 8.00am thi s morning went out shopping returned at 10.00 to an email sent at 8.35am to be told my complaint had been investigated and now closed. ???? it beggards belief that they can get away with this of course nI am switching.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A banch of scammers, took money from someone's else bank account without my authorization. I had left the country and closed the account.
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Appalling in every way. Dishonest customer support told me that I could transfer the contract to another resident at the end of my fixed contract period. So I waited 6 months to initiate the process. Was then told that was not possible. I then requested to cancel multiple times. The customer service refused. Misdirected. Gaslighted. Overcharged. I'm finally free but no thanks to shell. I will never ever touch them again.
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Unreliable broadband and customer services rude and unhelpful. Awful!
  • Reviewer
    Location
    Harrow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very good service, I would recommend to my partner as well
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been with shell since they took over from the post office, and they said dreadful I can no longer use my laptop as it constantly times out I can get an okay signal on my mobile but takes a while, I did hear octopus was taking over so I thought light at the end of tunnel I can use my laptop again that was until today when I find it's talk talk who will run the service, that's who runs it for shell, so sadly no change, so I will now certainly be looking for a decent provider asap....
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Always get disconnected from Roblox when using this WiFi it sucks
  • Reviewer
    Location
    ML
    Reviewing
    Shell Energy
    Date
    Comments
    The worst broadband Shell energy I ever used, very slow and very poor inernet conection. The customer service is very poor and unprofessional.

    I have been left without internet connection for over 2 weeks already, and they keep lying to me that they will send an engineer to sort out the issue, but no one came still. I've cut 3 days from work especially to make appointments with them to provide access to the property, but they never came. It was such a stressful time because I had to sit my online exams and I was beging them to sort this out, but they didn't really care about it.

    This is so unfair on people!!! I wouldn't recomend this company to anyone!
  • Reviewer
    Location
    Greenock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    I’ve been with shell energy since October. The speed is excellent and the wired connection is extremely reliable. But there is a big BUT the wireless connection is awful. Constantly just drops signal for no apparent reason as if you plug in to the router the broadband is working fine. It can be very frustrating. I appreciate it’s very cheap £21.99 but the wireless connection should really be much better than it is.
  • Reviewer
    Location
    Leicester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Disappointed with Vodafone Broadband's False Promises and Lack of Customer Service

    I recently received an enticing email from Vodafone Broadband, promising an upgrade to my broadband service at no extra cost, along with £100 in Amazon vouchers. Excited about the offer, I eagerly awaited a text to schedule an appointment, as stated in the email. However, over two months have passed, and I've yet to receive any communication regarding the upgrade or vouchers.

    Frustrated by the lack of action, I reached out to Vodafone's customer service, only to be met with confusion. None of the representatives seemed to have any knowledge of the offer, and instead, they attempted to sell me a new contract without honoring the promised vouchers.

    What's more disheartening is discovering that new customers are effortlessly offered the same £100 vouchers simply by switching online through comparison sites like uSwitch. It's evident that Vodafone values acquiring new customers over rewarding loyalty.

    As a loyal customer who received a promising offer via email, it's incredibly disappointing to be left in the dark and denied the benefits promised. Vodafone's failure to deliver on their commitments and their lack of transparency regarding existing customer rewards have severely tarnished my perception of their broadband service.

    In conclusion, Vodafone Broadband's false promises and poor handling of customer inquiries have left me thoroughly dissatisfied. As a loyal customer, I expected better treatment and transparency, but unfortunately, Vodafone has failed to deliver on both fronts.
  • Reviewer
    Location
    Coatbridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Disgusting having left withbno internet forc6 days now and i am disabled and reky on wifi fir my door ringbell and cintact with family and friends.
    Promised a new power-packed only for next day to be contacted saying i need new router and woukd be wirh me in 24hrs...still nothing.
    Made complaintxas this is second time (1st time was an outside problem) and given £2.17 comp.
    The company has also been sold without infirming customers to Octopus, who inturn use talk talk, neither provider would i ever choose.
    Cannot get customer complaint who soeaks and understands english and constantly talk over you after being on the phone on 4 seperate occassions for well over 2hr.
    Never use this awful company
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Two weeks ago around 1.00am internet stop!!!
    Phone calls non stop customers service cut off twice. Then Today at 1.30am Once again internet cut off they want MONEY but they don’t deliver the service! Postoffice broadband was never as bad as this company. Who is my provider from Postoffice sold to Shell then to Octupus then in February to Talk Talk but was told by shell they will deliver the service. These companies should stick to oil if there’s any left because we want Internet NOT OIL!!!!
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Over priced, Shell sided contact. Frequently boosting the fees. Worst ever!
  • Reviewer
    Location
    Needham market
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have never experienced such a poorly managed team. Calls get cut off with no call backs and the internet speed is pathetic.
    I am happy to say I have found a new provider and the speed is amazing, so is the level of service.
    My advise is DO NOT GO WITH THIS COMPANY,
    Complete waste of time..
    0,,, effort to help resolve any problems..
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Comments
    I’ve been with Shell since August 2023 (7 months) and had no complaints whatsoever until a month ago when my connection kept buffering, stalling, booting me out and not connecting. I rang customer service and she talked me through how to do a hard reset. It worked…….for 2 weeks and now it’s happening again. I rang them again and the guy explained that because I have a “commercial package” (no idea what that is!) when people in my vicinity are also using their broadband, it effectively makes my speed drop. I stated that seemed unfair as I’m paying £18 a month for a service, so why should other people’s use affect what I’M paying for. He went into all the tech talk which I kept telling him, I didn’t understand. He asked me if I wanted to upgrade to a faster speed to which I refused. He then said that he’d raised my speed from 7.5 whatever to 11.2 and that I shouldn’t have a further problems unless more people jumped on. Whatever he did, seemed to work….48 hrs, it’s happening again so watching tv has become a stressful event once again. Can’t wait for my contract to end

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.