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.
Overall Customer Ratings for Shell Energy
- Satisfaction
- Customer Service
- Speed
- Reliability
Based on 1021 customer ratings since 2017-08-23 (Show recent ratings)
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.
390 Customer Reviews for Shell Energy
| Reviewer | Location | Reviewing | Date | Ratings |
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Stay clear absolutely rubbish very poor internet now body gets back in touch with you all they want is your money very poor service |
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| Shaw | Derbyshire | Shell Energy | 2021-02-27 | |
By far the best broadband we have had. It's been 6 hours since shell broadband was added to our home, and I have to say, I am very impressed with the speed, quality, stability and the reliability that the broadband is already, even though it is still in it's stabilisation period. |
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| Curtis Hall | Nuneaton | Shell Energy | 2021-02-27 | |
Avoid Shell broadband like the plague.very poor customer service..no one gets back to you after promising to..they told us they would deal with our case..but the guy who said this never did.The slow broadband speed we had for months on end was not our fault and we were told we would get compensation but didnt deliver..engineer had fixed the problem and told us our speed was now ok..but had no confirmation of what we are actually paying..eventually went on the app to see we are on the fastest speed and paying for it even though i did actually ask to cancel this higher price as the original speed would have been adequate if it had been working right in the first place..very dissapointed |
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| Sheena Bateman | bristol | Shell Energy | 2021-02-17 | |
My regular report. I pay for 38m, I usually get low to mid 20s. Initially Had 38 but noticed dropped speed when TV and devices buffering. Contacted provider but waited over 45 min |
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| Mr unhappy | West midlands | Shell Energy | 2021-02-15 | |
From the date we transferred from Plusnet to Shell Energy Broadband, we have experienced very poor speeds. Nothing else changed, except the internet supplier. Shell Energy insist that they are supplying the equired speeds to their router. Our frequent speed tests just a few feet away rom their router prove diferently. Their customer service has been terrible, simply trying to justify a terrible service as other have wriiten. Impossible to get out of the contract and now had to raise a complaint with the Communications Ombudsman. DO NOT USE this company. |
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| CME | Reigate | Shell Energy | 2021-02-10 | |
Terrible. Do not use. We have had download speeds of 0.1m/s for 10 days now. Customer service takes ages to get through to and they even blame us for something inside the house. Without us changing anything it starts working again and to add insult to injury they offer to refund us £2 for 2 days it was not working. DO NOT USE. |
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| Dan | Perranporth | Shell Energy | 2021-02-06 | |
AVOID as it's the worst broadband we have ever had and the worst customer service ever! Signed up for 12 months and have waited 11 months to leave. It only works in the room where the router is and the bedroom directly above. Luckily I have excellent mobile Internet. I've now found out I have to pay £15 to leave but worth every last penny to get rid of it. Roll on 10th Feb! Would have given 0 stars if I could |
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| Tracy | Romford | Shell Energy | 2021-01-29 | |
Give this company a wide birth no good at all wont help you just cut you off for no reason awful !!!!! Customer service !!!!!!! Dont go with them |
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| Lyn | Blackwood | Shell Energy | 2021-01-29 | |
absolutely appalling WIFI, I've been with shell for 2 years and it feels like a prison sentence. I'm hopefully switching to another company next week or so which I'm relived about. The WIFI is like putting pineapple on pizza and it runs slower than a granny on the way to Tesco. The broadband has a mental breakdown when using more than 2 devices. DONT CHOOSE SHELL ENERGY! |
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| Isaac | essex | Shell Energy | 2021-01-29 | |
Absolutely horrible customer service and horrible connection. I didn't have any connection at home at all and when contacted to customer support to cancel they mentioned there is a connection with line and will be able to fix in 3/4 days, the choice was to either wait couple of days for the line to be fixed after not having broadband at all or paying exit fee for cancellation even. |
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| Anju | Harrow | Shell Energy | 2021-01-26 | |
DO NOT BOTHER!!!!! Absolutely shockingly bad customer service, if I could give a negative rating I would. Dreadful website, crashes half the time, unable to access accounts, or access any online help, tweets are the only way to get anyone to listen, which you should not have to resort to, but have no choice. |
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| HJ | Kent | Shell Energy | 2021-01-25 | |
I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell |
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| H Appleton | St Helens | Shell Energy | 2021-01-17 | |
a few months on and still not receiving estimated speed of 38 |
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| mr unhappy | west midlands | Shell Energy | 2021-01-16 | |
How can I even begin to describe this plague. If I had to pick between another year of covid or another year of using this garbage I would pick covid. It is not worth paying money for. often the download speed drops to 3mbs and stays there. I feel like I'm back in 2010. I wish nothing but bad luck for the people responsible for this scam, the constant disconnects, buffering, IP switching, lag. third world countries I have visited had better wifi. I wish I was exaggerating. contract nearly over. finally. |
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| sweetdemise | Leicester | Shell Energy | 2021-01-15 | |
Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband! |
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| A Riley | North Devon | Shell Energy | 2021-01-13 | |
I had to cancel the broadband service due to my late mother passing away. |
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| S Singh | Epsom | Shell Energy | 2020-12-30 | |
Speed has been bad for a while. Portal calls become impossible due to the constant dropouts and wildly fluctuating download speeds. I'm paying for a fast 60mbps fibre service. Today I did four speed checks over a period and it went between 4mbps and 8mbps. This is worse than the old standard copper connection. Terrible provider, even worse than BT and that's something! My contract is almost up and, believe me, I'm off to another provider as quickly as I can. |
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| Larry Hall | Sheffield | Shell Energy | 2020-12-23 | |
The internet is awful always drops and disconnects, been with them for a month or two and wish we never did as it is all a scam. Go for any other provider and stay away from this at all costs!!! |
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| Tyler | Chadwell | Shell Energy | 2020-12-23 | |
Avoid at ALL costs. |
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| Connor | South Lakes, Cumbria | Shell Energy | 2020-12-19 | |
So slow I drop out all the time and working from home I need a reliable broadband... I will be changing providers at the end of my contract .. avoid using Shell |
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| Linda | Welling | Shell Energy | 2020-12-19 | |
NOT FOR THE DISABLED OR VULNERABLE!!! |
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| Gerald | South Wales | Shell Energy | 2020-12-17 | |
I am coming to the end of my contract and will be leaving asap. I have to restart my router about once a day because the service keeps dropping. I have never had this with any other service provider. Shell's offer of fibre for an extra £2 a month would have been tempting but I am sick of constant problems. Be warned; do not go with Shell. |
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| Sue | Newcastle upon Tyne | Shell Energy | 2020-12-12 | |
Shell Broadband was absolutely fine until something went wrong! Dealing with their tedious , uneducated customer service staff is probably the most frustrating experience I have had with any supplier in my lifetime! Poorly trained staff with lengthy hold times. Usually on hold for an average of 30mins. But expect to be put through to someone who cant help, pass you on to another department, then you are cut off again ! Having to start the whole process again. |
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| Nicola Quilter | Manningtree | Shell Energy | 2020-12-07 | |
Your broadband is about as useful as a chocolate teapot, i had a simple 259mb update ad it took over 6 hours with your incredible broadband speed i wouldnt recommned this broadband to a homeless man in a cardboard box i would rather go without, please in the future stick to yout petrol stations and discontinue your broadband service |
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| JOHN | Hemel Hempstead | Shell Energy | 2020-12-05 | |
I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered. |
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| JOHN | Wigan | Shell Energy | 2020-12-03 | |
Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks. |
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| Julia | Highcliffe Dorset | Shell Energy | 2020-12-03 | |
Beware: They charge £15 cease charge whether you are in or out of contract. |
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| Emma | Shell Energy | 2020-12-02 | ||
I signed up in 2019, got a good price with a chunk of cashback after 3 months. |
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| Ian Phillips | Manchester | Shell Energy | 2020-12-01 | |
Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell |
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| Jan | Scarborough | Shell Energy | 2020-11-29 | |
We pay for 38m rarely get this usually 20s a few times 6ish. |
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| Mr unhappy | West midlands | Shell Energy | 2020-11-29 | |
This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away. |
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| Preshan | Bromley | Shell Energy | 2020-11-25 | |
Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere! |
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| Mark D | Ilminster, Somerset | Shell Energy | 2020-11-25 | |
One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router. |
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| Ghulam Ali | Huddersfield | Shell Energy | 2020-11-23 | |
Shell fibre broadband was reliable and fast. |
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| Charlie | Twickenham | Shell Energy | 2020-11-20 | |
Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service |
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| Lee cook | Leicestershire | Shell Energy | 2020-11-20 | |
Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out |
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| Anne Vee | Stoke-on-Trent | Shell Energy | 2020-11-18 | |
Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends. |
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| Fed up | Northumberland | Shell Energy | 2020-11-16 | |
Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost |
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| Marydoll | Scotland | Shell Energy | 2020-11-16 | |
The customer experience is the most shocking I have ever had. Avoid this company at all costs. all i wanted to do was take my ex partners name off the account (paid by my account.) Ended up without broadband for four weeks, being passed from pillar to post, rude customer service advisors, never a 'team leader' to discuss....gone to Vodaphone |
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| Fiona from Scotter | Scotter | Shell Energy | 2020-11-14 | |
Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money. |
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| James | PE7 | Shell Energy | 2020-11-11 | |
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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.
