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 2021-05-24 (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
    SALISBURY
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
    DO NOT USE SHELL BROADBAND.
  • Reviewer
    Location
    Cf83
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I would never go with this company again I was quoted a price through Uswitch but when I called the customer help line the lady said I had it through another website I complained no luck. At the end of the the 12 month period I have gone with another company i now have been charged for not returning the router which I sent back and it has been delivered to them avoid the company.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Think the reviews from others speak for themselves on how bad Shell energy broadband is, how poor their customer service, how substandard the router etc. Finally, after switching away, and putting a formal complaint in (as opposed to the many resorts to calls and 'chat'), we have had offers of 'help'. Yesterday, finally had an admission that the difference with other providers might be that Shell's supplied router might be 'different' to those of PlusNet, BT or Sky that we have had over a long period without such a devastatingly poor service that Shell has offered. Stay a mile away if you possibly can! I have also complained to USwitch for their truly dreadful (and probably not impartial) advice on Shell's supposedly higher speeds than some of their competitors which is what had prompted us to try them out - we have regretted every minute of it - and now being stuffed by Shell with early termination charges! You get the picture I am sure.
  • Reviewer
    Location
    Colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband was always reliable, but the router was dreadful. I replaced it with my own TP Link router within a month of taking out the contract and threw the Shell router in the bin...18 months later and I have to pay £35 for the privilege of buying a £150 router to make their Wifi work. Terrible!
  • Reviewer
    Location
    bishop auckland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Anyone looking to use these look elsewhere speed was awful kept saying it would get sorted and never did got fobbed off till the 3 weeks ran over so I had to pay the full contract off or baliffs were coming to the door never worked once it was that slow.
  • Reviewer
    Location
    DURHAM
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Abysmal.
    Fooled into joining by the cost, and the proclaimed broadband speed in my area.
    Plusnet appears far cheaper. The broadband connection constantly drops and I lose it.
    Do not sign up.
  • Reviewer
    Location
    Middlesbrough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would,nt have it if it was FREE - TOTAL ****
    Ran by kids who laugh when you complain after 30 mins wait on phone, How do these idiots get a licence to trade ???
  • Reviewer
    Location
    Wallasey
    Reviewing
    Shell Energy
    Date
    Comments
    I had Shell energy for 2 months. First month I was charged admin as extra from the end of the first month it continuously went off average of 20 times a day, I cancelled. They have now charged me £192 for breaking the contract. My argument was you should deliver a decent service. Their argument is you should of told us it didn't work! When asked where to out a review, I was told we are up and running now! DO NOT GET BROADBAND OFF THESE CRIMINALS. I sent them an email asking for a breakdown of my bill, their reply was to send my debt to MIL collections! I am on benefits! Absolutely disgusting!!!!!!!!
  • Reviewer
    Location
    Chorley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use Shell Broadband the service is very poor and their customer support is abysmal. They charged me £240 to exit my contract and would not accept that the service was performing under that promised. I’m moving country for work and they still insisted on me paying the huge exit fee. They are indescribably awful in al respects and their customer care team are surly and unhelpful!
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke. Do not use this provider! Impossible to connect some devices and the connection is down more often than it actually works.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Truly dreadful in every sense. The download speeds were very poor, far worse than PlusNet, despite 'targets' being higher. Being with PlusNet and Sky for a number of years, we made the mistake of switching to Shell, and have we regretted it! The upload speeds were so shocking that we have had to use mobile internet hotspots to function. Despite wanting to exit in the first month, we have had to pay hefty termination charges. Do not go anywhere near them.
  • Reviewer
    Location
    Ely
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worst company I have ever had any dealings with. They changed my package mid contract without me asking and put up the price. They didn't provide the service they promised and when I complained completely fobbed me off. They don't respond to their emails.
  • Reviewer
    Location
    Runcorn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently left shell on June 2021 but kept receiving bills which more than tripled , I kept phoning them to say why is this since I usually pay at the beginning of the month and left 2 weeks before the next payment due. Initially , they themselves did not understand why I had charges. Then they said about early termination fee , which I refuted since I was with them early July 2019 for an 18 months contract. But when I phoned the last time to resolve this apparently I had to pay an engineer fee for the month of May for a simple repair which mind you did not fix the internet that’s why I left them in the first place plus a cease fee. I caved and paid just to get it over with as I do not want to deal with them anymore. Poor internet service even poorer management and ripped off
  • Reviewer
    Location
    Whitworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.
  • 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
    Huntingdon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
    Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Energy Broadband rip-off
    By far the worst, unprofessional so call company provider. As from other reviews, i.e. Internet connection not too clever 1st year when calling up to notifying about their Internet connection, you get charged for this call. However, after my one-year contract, phone calls are now three. After having so much trouble I have decided to get another provider, notice was given. However, after my cancellation, they continue to take payments. I did lodge a complaint and received a reply within the same day, saying that they looked into it and I will be getting a refund. However, no refund 2nd month another payment taken after sending emails and phoning no refund. Another complaint was lodged after speaking to the adviser, asking me to provide evidence that I have no payment. Therefore, I sent my bank statements, in which clearly shows no refund was paid then I received one payment of £18.99.? However, my payment was £19.00 a month. I don’t know where they got that other figure from 2 months on receiving phone call from receptionist I requested to escalate my complaint several times and also by email. Eventually supervisor did contact me. I inform the supervisor that I requested to speak to somebody in authority. However, this was refused to have received another payment of £16..... An outstanding balance over still owed after 3 months of £2... As this has now affected my health is costing me money by phoning them, etc I will not follow it up as I find this organisation very rude, unprofessional and never fulfilled their promises. I don’t know if it’s just a rip-off or unprofessional people. However, shame on shell energy broadband, unbelievable.
  • Reviewer
    Location
    Walsall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Honestly - don't bother! I hardly ever leave bad reviews but Shell Energy Broadband are the worst. I'm meant to have fibre broadband but my speeds are always between 1-3MB. I asked them for help several times and they either told me that it was a problem in my area (it wasn't) or tried to charge me to get someone to come and look at it. I've finally cancelled and found a better provider. But despite being out of contract, they've still charged me £12 for the pleasure. Terrible.
  • Reviewer
    Location
    Lancashire
    Reviewing
    Shell Energy
    Date
    Comments
    Lesson learnt - cheap for a reason. Garbage service, awful router and expect full payment despite cancelling in the first week. AVOID
  • Reviewer
    Location
    Cumbria
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet service & customer care. Internet signal constantly drops out & WiFi reception around the home is limited to the room with the router only, which is unreliable too. Called customer service & they were rude, made excuses for constant bad signal (e.g. using too many devises at once- only me at home so only one ever used at one time) & came up with silly suggestions to fix the issues. I gave them the opportunity to resolve before swapping to another provider. Shell informed me it was my phone line, I now have a new provider with excellent service & guess what- no issues with my line. DO NOT go with shell energy broadband
  • 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
    Coatbridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.
  • Reviewer
    Location
    County Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have had no problem with Shell broadband. Customer service very helpful when needed. No extra charges for anything and very affordable. I will have to wait for my 12 month contract finishes to see if I need to swop. But so far - no complaints.
  • Reviewer
    Location
    Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It was slow then it was still post office didn't think it could getting any slower boy was I WRONG. It is the slowest internet iv ever had. Constantly cutting out. I'm so glad my contract ends this month so I can leave. DO NOT GO WITH SHELL ENERGY unless3you like banging your head against a brick wall.
  • 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
    Duns
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Literally the worst and most expensive boradband provider I have ever had the misfortune of using. Terrible and rude customer service. Huge expense for the new router. Drop outs are endless. Dont even bother trying to explain anything to the staff as they are terribly rude and offer no help. If I was them I would stick to destroying the planet by drilling for oil. DO NOT go with Shell.
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband from Shell energy is the worst broadband we have ever used. The wireless router is so unreliable, Shell Energy advised us to use wires throughout the house!!! The signal is totally unreliable, as it comes and goes between 2-10 times per day. It's a terrible broadband facility and I cannot wait to get out of this contract. Only 9 and a half months to go. Please don't set up a contract with Shell Energy, unless you want no end of disturbances and stress. It's the worst broadband decision we have ever made
  • Reviewer
    Location
    Sidcup
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Customer service appalling. Broadband reliability non existent. Patronising customer service
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful company in every way. Been with them 4 months so far, still no connection to the internet, they will trap you into more charges in every way they can. Avoid getting into a contract or engineer visit, is going to end up costing me hundreds for nothing but stress, no connection & extremely poor customer service. Believe nothing they say….
  • Reviewer
    Location
    Kelly
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worse company I have ever come across , appalling customer service they have no idea about broad band and constantly huff and puff on phone before conveniently being cut off , tried to persuade me to buy extra connectors costing over £8p to help with my wireless problem but when the engineer from BT came out they confirmed that Shell had turned my wireless connection off purposely. Please avoid avoid avoid . I cancelled eventually due to no internet service at all !!!!’
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    NO stars for this company, it is shame not having no stars! The 4 people I have got in touch do not have any idea how to resolve problems apart than cancelling my order! Really bad
  • Reviewer
    Location
    Wrexham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The wifi signal has limited range compared to BT. Once I am on my patio, signal drops. I used to be able to access wifi anywhere in house and garden with BT. Also Shell blocks the use of 18866 service for cheaper international calls. Customer service were not able to resolve these issues. I am sorry I moved to a cheaper but poorer provider.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
    Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
    We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
    They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.

    The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
    Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst provider ever, customer service is diabolical.
  • Reviewer
    Location
    West sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    WORST BB service provide. They send out faulty equipment and try to charge you for it. Never received broad band very slow to repair and customer services over the phone is appalling. Don't waste your time, the offer is to good to be true. Not even worth the 1 star.
  • Reviewer
    Location
    Brierley Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I do not recommend crooks do not keep their word. They impose additional fees.
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    AVOID
    This was the worst broadband experience I have ever had in my entire nearly 40 years long life.
    Avoid Shell energy as a provider. They have a micro additional charge for everything. They lack basic services like changing a name on a contract. Customer care doesn't even listen to you when you query something. There was no single day when the internet would just break for some period of time. Often restarting the router wouldn't do anything. Speed was pathetic up to 6Mbs while promise was 20Mbs. also the cost £31 pm for an absolute joke of a service. I am immensely relieved I can cancel. Never looked forward to changing the provider so eagerly.
    At the end you also have to post back the router.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst company I have ever dealt with. 10 months with broadband so slow and unreliable I have to turn WiFi of on my phone to get internet. Customer service have no interest in fulfilling the contract. Horrible people and a horrible company. I don't understand how they are allowed to trade like this.

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.