Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.6 stars
  • Customer Service
    1.7 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 275 customer ratings since 2023-05-20 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

1,452 Customer Reviews over 146 pages

  • Reviewer
    Location
    ossett
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Appalling broad band service struggles to get 6Mbps off peak time and no more than one device can reliably connect at any time. Constant calls to customer service were totally waste of time and resulted in being told that the welcome email warned me that average speeds could be this low. I have complained to the watchdog authority and to the Ombudsman as I believe that they are mis selling their service. STAY AWAY FROM THIS COMPANY IF YOU KNOW WHAT'S GOOD FOR YOU
  • 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
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute worst broadband out there on the market, since i’ve signed up a month ago my broadband has been crashing every few hours we’re lucky to have 6 hours of internet a day before it goes down, customer service is absolutely appalling would definitely not recommend and looking to switch very soon.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So angry with that company. Internet not working 5days. They said someone will come today to look it from 8-13 i called them to say that no one not came and they answer that i ha e to wait more 2 days to see if internet will come back to broadband and then if nothing will be happening they will send someone. I'm so angry as we paying 34.99£ per month and it's only second month we are with them. Disgusting service!!!
  • Reviewer
    Location
    west sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beware - Be Warned. These sharks offer a £19pcm deal. Once installed they slow you down deliberately then offer their more expensive faster service - they operate a no contact 'service' too - avoid as you would the plague.
  • Reviewer
    Location
    England
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't.
    I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!?

    Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill...

    I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added!

    Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!!

    So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!!

    I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming!

    Disgraceful company!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very very disappointed that companies like this exist these days. The customer service is shocking and they use outright fraud to retain customers who find them out.
    Look for reviews and talk to a customer service rep before committing...trust me...this is the first time I ever feel angry with a company as I feel defrauded.
    First Utility were due to install broadband on 5th December. By which point I'd had a little contact with them to try to arrange an alternative installation date, and realised that they were incredibly aggressive, arrogant and inflexible. The individuals I dealt with weren't the root cause, I felt they wanted to help but referred to 'our policies don't allow us to do this' or 'I'd get hung for this', etc...
    Anyhow, the day the line was due to be installed the engineer couldn't install it and said first utility should have known this as this engineer mentioned there were challenges installing this line in our postcode.
    So I ended up being charged for internet without internet!!!
    So I phoned them expecting some apology or action, and what I got was too late, that's always a risk and we will install it when we get a chance, when pushed, they said a couple of months at best. In the meantime, I'm expected to pay for using my non existent broadband.
    I then said this is shocking, I would like to leave first utility to which they said you will have to pay £136.60 early closure charge. I calmly explained the 14 day returns policy to which the response was, oh that won't work because first utility start the 14 day counter 15 days before you get your broadband!!! I said you're having a laugh to which he explained, it's probably not fair but my hands are tied. Is this not fraud? I hope this review helps you. I am fighting this out of principle and have joined virgin media who got everything working within 2 days and start the 14 day returns counter AFTER you get the service.
  • Reviewer
    Location
    Sidford sidmouth devon.
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is dreadful .so many bad reviews why is no action taken they just don't care I was put onto this by carphone warehouse won't deal with either ever again .18 months of no hope .
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
    My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.

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.