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
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 571 customer ratings since 2021-07-06 (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.

844 Customer Reviews over 22 pages

  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never ever again - I've never had so many problems with broadband in that short period of time (about 2 weeks) in my whole life.

    Avoid at all cost.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute thieves. Worst provider experience in 20 years of home broadband use. Average 7-10 disconnects per day up to 5 minutes each making home working impossible, and have the nerve to charge 18 months early exit fee.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    This broadband is terrible. It is so unreliable and unstable you cannot get anything done. For weeks now I have had to find other places to work while working from home or have had to hotspot from my phone. Cannot even get a stable enough connection to log on and check emails let alone work. Having complained nearly 3 weeks ago and being told we would receive a reply and resolution within 10 days but got nothing, two further emails sent, still nothing. Will be terminating my contract. There is a reason they are cheaper than others but they do not provide a) a service and b) internet that actually works. Absolute waste of money.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Customer service is very if not impossible to get hold of,
    Don't go with these guys...
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    The worst service I have ever received.
    If there was an option for less stars I would.
    I am currently sorting a complaint that has gone on for 6 + months. This has now gone to the highest possible complaints department apparently, yet no resolution.
    They informed us our meter was broken and they would have an engineer out to fix it. Took 1 month to get the engineer and two call outs to fix a new one. (Engineer confirmed to us that it is broken).
    We still carried on paying monthly as we were of course using energy. They have now got a an extortionate outstanding bill from when the new meter was fitted. They have estimated what we use now to what we have had before and charged accordingly. Even though there in no way of proving how much we used.
    I argued this case and First Utility said that the meter wasn't broken and we are using roughly the same amount now as the meter reading were showing before (in actual fact were using slightly less now going by their theory). Trouble is we have significantly more appliances so you would expect our amount to be more now. There is no way of proving how much we have used as the meter was faulty so how can they charge us this estimated amount.
    Unreasonable and UNHELPFUL - constantly going round in circles.
    Having to call and chase the updates twice a week on the phone for 45 minutes at a time. COMPLETE WATE OF TIME! Just want the debt cleared so I can move on with another supplier ASAP!
    First Utility push back each phone call to next week. Always asking for more meter readings on each call after giving them over and over again. Wanting more time too look at our case because its gone on for so long!
    At a loose end with no light at the end of the tunnel. So waiting for another call next week. We are so angry, frustrated and annoyed at this horrendous company.
    First Utility will time waste as much as possible so that they can wrack up another bill.
    Unreasonable horrendous company. DO NOT USE!
    If you are with them LEAVE!
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    My usual monthly update. I pay for 38m but do not get anywhere near, mostly around 20m but just checked and getting less than 4m.
    I dont bother wasting my time contacting shell just to hear the same excuse and advise. My advise is read the small print on your contract, read the reviews, then buy elsewhere and save yourself an unwanted problem.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Upon being transferred from the post office to shell, I now have absolutely no landline connection at all without any explanation or cause! Getting through to them is insanely difficult to boot. I have been on hold now for nearly a full hour!! they simply do not employ enough staff to meet demand.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Beware: They charge £15 cease charge whether you are in or out of contract.

    I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
    I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs there a terrible ISP you will never get the Mbps you pay for your be lucky to average 10 Mbps even when paying for 75mbps there customer service is terrible I've been hung up on multiple times and have been told "the jokes on me we have your money" after they failed to connect me after 14 days and I threatened to leave I will be canceling and going back to virgin this is the most stressful experience with any ISP I've ever experienced there a joke
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    My contract started last November 2021 and since day 1 my Wi-Fi never worked. I have an opened case since 6 months because they weren’t able to solve it. I’ve called the customer service so many times and it’s just a waste of time. They kept asking for money even to leave the contract and they only sent me an engineer on February. The engineer proved that there’s no fault in my house and they still charged me for it. I’m not free to leave the company as they are going to charge me for it. They gave me some credit back but they are using it to pay the engineer and basically since I’ve received this credit my Wi-Fi stopped working at all. I cannot even see the line. This situation is creating me so much anxiety and stress. I’m not even sleeping at night time. Nothing like that ever happened to me in my all entire life. I regretted so much signing that contract. Don’t join it because it’s the worst company ever. I never received the service I’m paying for and they only keep asking me for money. There’s nothing worst than that. I wish I could come back and never sign this contract. I’m trapped. Don’t trust this company.
  • Reviewer
    Location
    Dudley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Left this company on may 17th and was still charged another months rental on May 25th which I am having trouble getting refunded .Had a threatening on June 18th about returning the router although I was waiting for them to send a returns bag
    Awful company
  • Reviewer
    Location
    52 Glenpark Drive, Hesketh Bank. Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Wish we never heard about this company. Signed up from Currys one week ago. Still waiting for it to work. Waited numerous times on phone no answer. We have been without Internet now for a week. Hope we can cancel.
  • Reviewer
    Location
    Aberdeenshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got moved from P.O to Shell. They took over a week to respond to an email with a cut and paste response not answering any of my questions.Stay clear , don't use and I'll be switching if I ever get through to "customer service".
  • Reviewer
    Location
    Abergele
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up to Shell when they were first utility. Wi fi connection kept dripping out. Multiple phone calls and emails resolved nothing. I even said I would contact the ombudsman to get them to sort it out. Finally leaving this terrible company to get fibre broadband. I would not recommend at all. Their service is unreliable and so not worth the money.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
  • Reviewer
    Location
    Airdrie
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is one broadband provider that should be avoided like the plague, the customer service is awful and take 30 minutes to get through to speak to a customer service person. We were changing our provider and were given the connection date, as promised the Open Reach guy arrived and plumbed in the necessary cables and on leaving told us the connection would not come live until midnight at the latest. Got up the next morning to discover no broadband. 5 days on and still no connection. So I called them for the umpteenth time.... waiting impatiently for half an hour to complain about the lack of customer service and no broadband. I told them to come and take there line back out of my house. They told me that I would be charged £248 for the privilege. Now I have been without and broadband for 5 days and I understandably do not have any faith in this company anymore and want to cancel my contract with them.... MY ADVICE IS TO AVOID SHELL BROADBAND
  • Reviewer
    Location
    altrincham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      5 stars
    Comments
    3 appointments for the install missed by Shell (3 days wasted holiday)!
    Speed signed up for not what was provided for first month.
    Superfast when eventually supplied - BUT - kept dropping out altogether for days at a time!!! Just what you DON'T need when furloughed...
    Left Shell for a more reliable provider (not skipped a beat since changing over) and Shell charged me £170 for leaving early - for something they couldn't supply regularly!!!
  • Reviewer
    Location
    Altrincham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Promised between 2mbps and 17mbps, never once has it reached over 1.7mbps and upload of 0.3mbps with a latency of 328ms!!! It'd be quicker to get a hamster in a wheel or a boiling kettle to provide the connection. Sign up at your peril.
  • Reviewer
    Location
    Ashby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    A disappointment. I applied for broadband with them and only found out I had be turned down on a technical issue when I rang them to check progress with Broadband installation on the 28th Sept.
    I looked but could find no sign of any email from them to tell me this, a decision they made on the 22nd of September. There were different answers about why it was turned down until on the third call I got someone who knew what they doing and explained it without guessing. I did complain but heard nothing for a month and when I did ring up about the complaint nothing had been done. Finally I got a call to sell me broadband! Poor communication and customer service. In my opinion you should stay clear of this company.
  • Reviewer
    Location
    AXBRIDGE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I just moved from shell broadband,started with new suppler on 8/o3/2021 had to have new connection fitted for super fast broadband,shell are going to bill until the 25th April, what a scam ..Have to pay for 2 suppliers at the same time ..
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid avoid avoid the worst company I have ever had the misfortune to deal with. Unhelpfull and rude customer care team, non existent connection then had the ordasity to demand £315 cancellation fee for not receiving a service.
    One star is too good for this company my advice is to look for a different provider.
  • Reviewer
    Location
    Ayr
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Was moved across from the post office. Was with the post office for 6 years. So far very negative experience of shell. Was sent a threatening email advising they would cut off the service as I hadn’t paid. I had paid as this was a monthly direct debit. Spent 30 mins on the phone to get through. Was told to ignore the email and they would take a double payment as I hadn’t paid. Sent them a copy of my bank statement showing that the money had gone out of my account. When I complained I basically got nothing more from them than the enquiry was resolved
  • Reviewer
    Location
    Ayrshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do i start
    Speed max is 20 mbps
    Emailed multiple times to complain. No reply.
    Phoned and Put through to technical. 1hr20mins im still on hold.
    Have now cancelled and moveing to new provider.
  • Reviewer
    Location
    barking
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,

    got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.

    they can not even give you correct imformation as soon as contract ends i will be leaving

    nothing like this when with post office
  • Reviewer
    Location
    Barnsley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
  • Reviewer
    Location
    Barnsley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband has been down since last Friday. Everyone i have spoken to has been pleasant and seem like they are trying to help but so far have not resolved the issue. After spending hours on the phone and a week without wifi i have asked for a goodwill gesture of a discount from my next bill and they have said no.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ever experience of dealing with any company.
    The service was terrible, the WiFi was a joke.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    only gave 1 star as no option for zero
    shocking service wouldnt reccomend cant wait to leave
    took over from post office in feb and had nothing but issue and bad service since
  • Reviewer
    Location
    BARROW-IN-FURNESS
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Whilst the staff are helpful and considerate the overall experience has been dreadful. Moved provider on the 5th November but didn't get broadband connected until evening of the 10th. Since then it has been patchy or non existent. I have found it very stressful.
  • Reviewer
    Location
    Basildon
    Reviewing
    Shell Energy
    Date
    Comments
    Coming from a measured 40Mbps BT fibre to First Utility Standard Broadband.
    The activation date was set for 4th of Dec 2018.
    From the start the speed was comparable to dialup modem pace: 0.3Mbps to 0.4Mbps. I gave it a couple of days and it was still running those speeds. Their website insinuates they have a chat feature, giving you the impression you will be chatting to a human being, except you are not. There are only a few set responses, none of which are useful.
    It is very difficult to get hold of a contact telephone number. I did manage to find an email address (broadband.support@first-utility.com). I emailed through my concerns and issue along with a screenshot of the my speed test.
    On the 6th of December I did manage to find a telephone number in the end.(01926 320700). A recorded message immediately says that they are experienceing a high call volume today. I have now realised that this high call volume message is permanent, which you can draw your conclusions from. I got through to Techsupport, who unsurprisingly said it was the first 10 days of the contract and that the line would speed up.
    On the 11th of Decemeber I called again and I explained to the agent the issue and he agreed the BB was running slow and with errors. Pointing out that I had reported this via email he then managed to find my email, and having seen my speed test took the opportunity to ask for a further 2 test over the course of the next two days.
    On the 13th of Decemeber I called again. The agent explained that Openreach had been notified of the issue on my line and that it might take 24hrs to 48hrs get a response from them and something about we have to be sure that the line has got a problem before they have a look at things.
    On the 15th of December I called again. The agent did not seem to bothered about reading the case notes, but decided to run through some troubleshooting steps. They were: Turn the router off. Reset the router using a pin. Pulling the RJ11 out of the socket. The agent then concluded there was sufficient evidence that a site engineer was required. The visiting windows of Morning or Afternoon would need to be chosen and I explained that I would need time to get home. It was explained that the engineer might call up 30mins before, but it was not guaranteed, and that if I was not at home I would be charged. Having scared me by saying I should be ‘working with’ to fix the BB issue I concluded that the agent was using the engineer visit tactic to make me feel the BB issue was moving along so I chose to change the subject and asked the agent to read the case notes of my problem; nb the first thing a TS agent should be doing before working on a problem for obvious reasons. She then changed tack and said Openreach were aware of my BB problem and acknowledged there was an issue with the line. I told her I would call back on Monday.
    On the 17th I called for an update. I was told that Openreach would make a site visit, but I was not required to be present. Apparently they would walk around my street and make a visual inspection.
    On the 19th of December I received an email requesting for a site visit. I need to provide 3 times of availablity and need to pay attention to TRC’s (Time Related Charges) These are charges that I need to pay so First Utility can recover any unneccessary Openreach engineer’s time. Keep in mind their first TRC is: If no fault is found at the time of appointment. Considering I came from a working BT infinity service, I suspect no fault will be found, and again I am suspicious as to why they appear to be wanting to send an engineer around other to make it appear things are moving forward with the fault.
    I have reluctantly made a complaint to first utility. And will be waiting for first contact from a member of their ‘dedicated’ first utility complaints team.
    Although the communication between myself and first utility has been civil, I can not help feeling this company have a typical 1990’s style of customer service. First Utility; probably not first.
  • Reviewer
    Location
    BASINGSTOKE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Shell took over my broadband after being with previous supplier for a number of years. After a further 12 months requested a new router on line via the chat link. Eventually gave up and visited a comparison site and found a much better deal. Since they received notification of switching my broadband has been pants! They even have the nerve to charge a disconnection fee. Not pressed!!
  • Reviewer
    Location
    Basingstoke
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hub only works in the room it is in. Terrible signal, and customer service aweful. Don't buy this product or deal with shell energy broadband if you want good service
  • Reviewer
    Location
    Bath
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish that’s all I can say. I have never had such slow broadband
  • Reviewer
    Location
    Beckenham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
  • Reviewer
    Location
    BEDFORD
    Reviewing
    Shell Energy
    Date
    Ratings
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute garbage customer service useless slow speeds cuts out drops
    buffers on netflix getting 2.5 to 20gb speed instead of 40gb
    online chat a joke they cut you off
    phoneline given is now an answerphone
  • Reviewer
    Location
    Bedford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I left early, paying them £150 exit fee for them to **** off. A guy came to the door last year offering a broadband and energy deal - the broadband price didn't get credited and I send weeks and weeks trying to convince shell that this guy came round and offered us a better deal, showing proof and being assured it would be sorted. No luck. So a year later I finally caved and they can **** right off.
  • Reviewer
    Location
    Bedford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
  • Reviewer
    Location
    Beds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.

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.