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
    2.1 stars
  • Customer Service
    2.2 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 204 customer ratings since 2019-02-21 (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.

229 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
Appalling. Even if the speed was any good (it isn't) it's no use because it is constantly dropping out.

Customer service was basically a fifteen minute phone call that resulted in them suggesting I turned it off and on again.

AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex Shell Energy  
Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rotherham Shell Energy  
I am a disabled person who has to input my medical blood results every day, these incompetent guys have left me with no phone and no internet and are even trying to charge me £60 for a new line which wasn’t installed. I’m now left with nothing for a week because that’s how long they have said an engineer will take to come out. I do not know the levels of medication I’m meant to take because I cannot input my blood score so this time tomorrow I could be in hospital because I could have taken to much medication or to less and these people at Shell just don’t give a crap so they have left me frightened ***AVOID AVOID AVOID LIKE THE PLAGUE ***
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke-On-Trent Shell Energy  
Signed up for the service back when they were still First Utility, at which stage they were nothing to write home about, but inexpensive and serviceable enough - the occasional drop-out notwithstanding.

Since the takeover by Shell Energy, the company has become increasingly unable to provide the service we pay for. Of late, they have even resorted to aggressive 'traffic management' (throttling of downstream speeds) at peak times; it's been a lot like using an ISP from the early 2000s. In 2020, with homes far more reliable on a stable, reliable internet connection than they were in, say, 2003, this level of service is wholly unacceptable.

Worse, from the moment we informed them we were leaving, the issues have increased. As we await the switchover to BT, Shell have quite blatantly de-prioritised our account in reaction to our departure... and will be charging us an arbitrary £15 for the pleasure of extracting ourselves from an inadequate and worsening service.

Poor to begin with and petulant towards the end. I'd strongly advise potential customers to opt instead for grown-ups who can operate a service fit for the 2020s.

Use Shell Energy only if you're nostalgic for the early days of broadband. Or even, at peak times, the good old days of dialup speeds.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
South Coast Shell Energy  
Very frustrating company to deal with and extremely poor customer service and support. They certainly take you for an ignorant and a ride. I have been duped by this company and as a result I will never ever deal with Shell for any of their products. I am paying for Fibre optic but I am at the connection status for a normal broadband connection, I feel that I had been duped and I wouldn't touch them with a barge pole ever again when my contract expires. Don't be fooled by the lower price they are offering you will end up spending lot of time and effort to try and sort out with them and they are extremely slow in half responding to queries, AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Granato Shell Energy  
I have had no problems were with first utility so same connection just carried over.However when I tried to tell them an external bracket holding the incoming wire was hanging by one screw this being a health and safety issue I was adiced I could fix it myself or hire an electrician I contacted outreach and they took two to come and fix it.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Rushden Shell Energy  
The Broadband provided by Shell was extremely poor and its not what you would expect from a well known company. I moved to Shell from Bt to save some money but this turned out to be the biggest mistake I could've made.
Initially the router they provided me can only be described as unfit for purpose. Additional expense of around £100 to buy my own router which made things marginally better.
Constant drop off in the Internet
Made streaming, gaming etc a nightmare but when your tied into a 18 month contract you just need to grin and bear it.
Since going back to BT Shell are charging me a disconnection fee of £15.00 regardless if you out of contract and have also stated there will be a £35.00 charge if I don't return their router in perfect working order.
My advice would be while their deals may seem a little lower the service you get is extremely poor.
In today lifestyle I've become reliant on broadband for paying bills, booking doctors appointments/prescriptions etc so trying to do the most basic of chores can become quite frustrating.
Please do take notice of their terms and conditions as they will charge you at any opportunity.
When you do get to speak to a customer service depot whilst being very polite will not accept any fault and will blame open reach
Since returning to BT I can only describe this as shear bliss with absolutely no problems so this can only lead me to the conclusion all the issues I had to deal with were actually down to shell

Do your self a favour if you're considering Shell and look else where
BUYER BEWARE!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Shell Energy  
This has got to be the worst internet I have ever used I’ve not even had it a month yet and I will be getting rid asap.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Shell Energy  
Signed up Aug 19
Nothing but trouble, minimal connection, router flashing red. Poor customer support and communication with false promises.

4/5 of no service but still collecting the direct debit but want to offer a £5 goodwill.

Avoid at all cost!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Shell Energy  
AVOID. Go elsewhere, you will regret signing up with these clowns.

Wish I'd read the reviews before being lured in by the download speeds of 63mbps and low price.

Speed drops off repeatedly every day during the day and in the evening. Tried all kinds of troubleshooting but finally concluded the problem is on their end - they're just completely unreliable. Customer Service is bloody appalling.

Cheap does not = good. Go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Got this online and since then always been disappointed with the service and lack of transparency. The broadband took 45 minutes and a number of calls to customer service to get started.Speeds have been terrible. No framework and minimum options like parental controls..Customer services take ages to respond. A complaint (which they take very seriously apparently) took them a month and a bit to reply. Got fed up and cancelled the contract..at a loss of £140 which is there charge for early termination...the telecom regulatory should investigate these guys.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rugby Shell Energy  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stafford Shell Energy  
will be changing asap, no support, keeps losing connection utter rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
devizes Shell Energy  
********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nuneaton Shell Energy  
wish I had read reviews first,worst broadband provider I have evedr had,an absolute disgrace,cannot wait to leave
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manchester Shell Energy  
Absolutely shocking company and I will get out as soon as I can.
As I write this review I have been on hold for 45 minutes waiting to get through to find out where my router is, which should have been sent out by them a week ago (this is only because I purchased a house which uses their broadband and they insist on a new router for a new customer). What a stupid system as the other providers I have used have ALL just transferred the service without the need to change the router.
Still waiting for them to answer so BEWARE if you decide to use them, you have been warned, from a very dissatisfied new customer and as quickly as I can an ex customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheringham Shell Energy  
I joined via Moneysupermarket. What they don't tell you is that customer service is non-existent. I'm on a rate which includes VAT but Shell Energy have added VAT on top! When you raise it they don't ever answer, you just get an email saying they will contact you asap but never do. The broadband itself is Ok but I suggest you stay away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Kingston Shell Energy  
Paid for high speed of 14-21 gbps, getting between 8 and 10. totally dissatisfied. Feel I'm being ripped off.
Said they would get Open reach to investigate, but nothing has been done DO NOT SIGN UP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Shell Energy  
slow disconnects worst service I have ever joined I wont be staying you are like a bunch of clowns
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kent Shell Energy  
No customer service and no broadband service. I'm leaving!

Also, just called the cancellation line and they hung up on me straightaway.

This company is a SCAM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Shell Energy  
I so wish I'd read the reviews before joining Shell. In the 6 months I've been with them I've experienced slow to non existent speeds and almost daily loss of internet connection. I was told at the beginning by email I'd have fast reliable broadband, then this week that I should expect slow speeds and intermittent internet connection because I was on basic broadband. They are a con. Simple as that. DO NOT ever sign up to shell broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Shell Energy  
I don’t usually write online reviews but wish to try save anyone else from purchasing WiFi from shell. It’s frustratingly slow and CONSTANTLY drops out. I previously had sky internet and had no issues - lured by the shell deal unfortunately. I live in a small apartment and watching tv in the bedroom a few metres from the box is impossible - Tv works perfectly fine when I stream programs using my 4g which I now have to do all the time. Also the cancellation period is 14 days after you start the contract but you won’t get connected to the internet for at least 14 days! Brilliant!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Chester Shell Energy  
Existing Shell dual energy client...decided to take the offer and add broadband into my service bundle. Worst switching experience ever. Still not connected 3 days after the e-mail received "all up and running plug your router". Called many times, been on the queue for more than 2h etc... Avoid if you could
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Shell Energy  
DO NOT use this company. you WILL regret it. Customer service is appalling, products are over priced and if you dare complain they'll flex their corporate muscles with intimidating threats. Besides the line ain't even theirs its a BT open reach line. You have been warned!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cambs Shell Energy  
SHELL HAVE NO STAFF ITS ALL CALL CENTRE AND YOU PAY PER MINUTE TO SPEAK TO THEM, AVOID AS ITS A SCAM!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
essex Shell Energy  
useless disconnects more than is connected what a disaster sign up if you like but you might regret it later on complained countless times I will terminate my contract and go else where why should I pay for a service I cant use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
sittingbourne 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  
I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weymouth Shell Energy  
getting through to speak to someone takes a minimum of 35 minutes and they charge you for this which is £2.85 each time. They do not do anything they say they will do, so basically avoid them at all costs!!!!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
essex Shell Energy  
If I could give less than 1 star I would. Complete garbage. My order has been put through 3 times now, 9 days after the first request I still have no broadband. Don't even have the router. Quick enough to set up the direct debit though & take the cash!
Sheffield Shell Energy  
Dreadful organisation.Been with them about five weeks.Worst decision I ever made when I chose these jokers for my Broadband supply. Current speed is 0.11mbs. Struggling to open and read e-mails and as for videos, forget it. No landline now for two weeks, with little prospects of a solution.On your heads be it if you make the same choice as I did. AVOID AT ALL COSTS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Shell Energy  
Rubbish ...... been waiting since 4 November
Don’t use this procuder
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire Shell Energy  
Was meant to of been connected to phone line for my broadband on the 28th of November did not hear anything by the afternoon after waiting in so phoned only to be told that they drop it been cancelled he would find out what was wrong and phone me back possibly the next day I did not hear anything by the 2nd of December I phoned to find out what was going on only to be told that they would connect me without any waiting but I complained about not receiving the phone call and not being kept in the loop customer service appalling I would write them as a zero
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Manchester Shell Energy  
Broadband is so weak, I can’t even watch Catchup without constant buffering. I’ve never had a problem with any other provider before.
Can’t wait for this contract to end so that I can leave Shell.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
East Sussex Shell Energy  
I've contacted them on many occasions they are simply not interested, keep closing my complaints without it being resolved have asked to leave but they are ignoring my request
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weymouth 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  
We have infrequent disruptions of service but when it's disrupted it is 5+ hours where the connection disappears every 1-5 minutes.
They have sent out engineers to find the fault, concluded it wasn't local and left it at that without sorting the problem.
We are moving to a different ISP as this is intolerable.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Llangollen 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  
Completely and totally dissatisfied customer. I really wish I had read the reviews of so many others before I bought. Wifi constantly drops, customer service is shocking. I've had to call 4 times and spend an hour chatting and still nothing. I was sent an email of steps to walk through which included unscrewing the front of the broadband box on the wall. When I told the agent I was chatting with it was ridiculous to ask people to do that, he responded that it wasn't ridiculous. I'm so so so fed up and angry, I'm considering paying the fee to end my contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
MILTON KEYNES 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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