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 741 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.
280 Customer Reviews for Shell Energy
| Reviewer | Location | Reviewing | Date | Ratings |
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Worst service of a broadband provider ever. Wish I had read the reviews of others before signing up to this company. Service agents can't or won't respond to emails to get my line and broadband fixed. Company will not issue a deadlock letter so can't even get the regulator to look into complaint. |
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| CDB | East Sussex | Shell Energy | 2020-07-07 | |
Very bad service.Very bad broadband speed.25mbps..not 37mbps to 67mbps as contract stated.This has happened since I joined Shell Broadband two weeks ago. |
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| Ray Holt | Swansea | Shell Energy | 2020-07-03 | |
Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same! |
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| Porterdoc | Horsham | Shell Energy | 2020-06-23 | |
Atrocious wifi signal. Was okay for first few months then drops out regularly. Cust service deplorable. Contacted them and told I had too many devices connected and would need to upgrade. I had 1 PC and 1 laptop connected. A total scam.As in contract had to wait 4 months to change provider. Now only 3 months to go, then they're ditched and good riddance. |
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| Squyre | Dorset | Shell Energy | 2020-06-19 | |
Having been on standard broadband with a few resellers (EE, Sky, Post office) I wanted to upgrade to a faster fibre service. One our previous suppliers we'd get disconnecting issues or really poor speeds in the early evening. Signing up with Shell was easy and a good deal, their router appeared a week before 'go live' and was a good bit of kit for a freebie (dual 2.5 and 5GHz Wifi, USB network file access, clear and easy admin panel). On change over day I was emailed at 4am, plugged in the new router and it worked. For the first few days we only got 15Mbps as a top speed (still better than our standard broadband! ever was) but then after a remote reset (part of Shell's line testing/setup) we've been at just under 30Mbps since - which is towards the top end of what we were told. Haven't had to contact customer services (a first when switching suppliers at this address!) so hopefully it'll continue like this. |
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| Ben | Torbay | Shell Energy | 2020-06-18 | |
Absolutely useless, ok taking your money, even engineer fee £54, which I wasn't aware off, had problems yesterday, emailed, no response, refuse to call as not freephone number. |
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| Vanessa | Kent | Shell Energy | 2020-06-14 | |
Switched my Fibre BB from BT to Shell energy, switchover day went without a hitch BT dropped the service at 8 a.m and new service was up an hour later. I do not use the wireless setting on their router as I have my own MESH wireless network. Cannot rate customer service as I have never had to contact them. |
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| David | Ruardean, Forest of Dean | Shell Energy | 2020-06-13 | |
Absolutely the worst provider I have ever had the misfortune to use... due to Covid and classed as a key worker with a vulnerable person in the household I was working from home until the day my service went live, or I should rephrase that until I had no service at all. Reported and informed fault that needed engineer visit, but it worked fine with previous provider, did all the checks and was so frustrated and stressed had to go into the office to work, more worry and stress, and decided to change back to previous provider and since worked perfect and now been slammed with early termination for £200! Yeah right! Am I going to pay .. Absolutely not!! Rang and been told I am contracted and have to pay there was no apology or anything from them! Reported to Shell now awaiting further response and to the Ombudsman also. SAVE YOURSELVES FROM HEARTACHE AND STRESS AND KEEP CLEAR FROM SHELL... AWFUL AWFUL AWFUL AWFUL AWFUL!!!! |
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| Mo Smith | Chorley | Shell Energy | 2020-06-12 | |
Worst provider ever. Did not have connection for 4 days and supposed to be working from home due to Covid, with vulnerable person in the household and ended up having to travel in the office. Reported to them and still did not have working internet without dropping for another 2 days so cancelled and went with previous provider due to unreliability of service and now they are trying to charge me £200 early termination charge! Do not bother with this company they are shocking!!!!!!! |
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| Mo Smith | Chorley | Shell Energy | 2020-06-12 | |
Appalling, appalling, appalling. Just don't go near them. Arrogant and totally useless, how are they in business. I WISH I had reviewed them first. Tied in now with this poor company arghhhh. |
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| Clive | Wales | Shell Energy | 2020-06-11 | |
AWFUL!!!! Miss sold on the promise of the first 3 months being free.... to then receive bills ??? Called up OMG SOOOO RUDE!!! Like I’m a criminal!!!! Asked them to check there call recordings to prove how they’ve lied to which I’m told..... will give you £10 credit to drop the case???? AWFUL. Have reported and left!!!! First month in and this bad!!!! AWFUL AVOID AVOID AVOOD |
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| Mummy of 3 | Sidcup | Shell Energy | 2020-06-08 | |
Just don’t, 1 week no internet or phone line, multiple calls no one is willing to help or give information, except generic technical problems, wait 48hours until it now reached 1 week. I cancelled my order completely, but apparently need to give them a call again on another day as the one I spoke to does not deal with that situation. So totally useless |
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| Lvgamboa | London | Shell Energy | 2020-06-06 | |
If thinking of moving to shell energy broadband don’t !!! They are totally useless. Despite many phone calls no resolution to their error. Staff especially Ally were useless. |
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| Ian | Broughty Ferry | Shell Energy | 2020-05-30 | |
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. |
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| Claire | Abergele | Shell Energy | 2020-05-29 | |
If you are thinking of switching to Shell broadband my recommendation would be DON'T DO IT. |
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| Danielle | Mansfield | Shell Energy | 2020-05-22 | |
Extremely slow and unreliable can’t leave the same as the router without it being unreliable. Would not recommend betrer of paying extra and get something better |
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| Andrew Freeman | Birmingham | Shell Energy | 2020-05-19 | |
Avoid like the plague. |
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| Simon | Dorset | Shell Energy | 2020-05-18 | |
I have to restart the router at least once a day; most often it needs two restarts to connect to the internet. When it is working the speed is as good as with my previous supplier. Needless to say I will be changing when my contract ends. |
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| Suzie | Northumberland | Shell Energy | 2020-05-12 | |
This is a warning to all people considering Shell. I signed up for "fibre" in April 2020. Shell are my gas/electric suppliers. I was previously with TalkTalk (normal, non-fibre connection) and before that, PlusNet (so I know how to switch and I know how to track speed!). Immediately I saw a massive drop in speed. TalkTalk non-fibre was about 15mb in the middle of the day (I'm in London, zone 3). Comparatively, Shell "fibre" never goes above 1-2mb. Indeed, it's so bad that for large parts of the day, SpeedTest etc. simply says "no connection". Do NOT switch to Shell, they are simply simply terrible. This is nothing to do with Covid; they are simply a business that believes in over-selling and the result is that people like me are desperate to leave them. |
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| oliver | London | Shell Energy | 2020-05-12 | |
Haven’t used customer services as yet. I’ve signed up to super fast + and of this moment 44.6 Mbps down and 6.97 Mbps up so I’m well pleased with Shell so far. |
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| Alan | Bristol | Shell Energy | 2020-05-11 | |
Aweful, can't get out of the contract even though they can't provide the promised speeds. Customer service horrible also. |
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| Paul | Middlesbrough | Shell Energy | 2020-05-06 | |
I can’t comment on the actual broadband as I’ve had to cancel within my 14 day cooling off period. However as far as customer service goes, it was easy to get in touch and on both occasions when I needed to speak with someone, I spoke with Ali who is a credit to the company. |
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| Ann | Caerphilly | Shell Energy | 2020-05-06 | |
Similar experiences to others. Service appealing, constantly dropping out, off more than on. Speed reminds me of when I had dial up. After 11 days without a service I was forced to get another provider. They now want to charge over £100 for a service that was not as advertised. How can they get away with this with the various consumer protection legislation that is in place. |
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| Paul | Hampshire | Shell Energy | 2020-05-05 | |
Constantly drops out, even when it’s working you can’t even connect your phone, when complaints are made they have covered their crappy service in their t&cs, charge you to send an engineer if you refuse you’re liable for cancellation changes - even ombudsman won’t help because, as mentioned- they have covered themselves in the t&c... AVOID AT ALL COST |
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| Fiona1985 | Lincoln | Shell Energy | 2020-04-28 | |
Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks. |
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| Lukas | Chester | Shell Energy | 2020-04-28 | |
Only get this off you love alone and use your device within a 20cm radius of the router. Incredibly slow and incredibly unreliable. You are better off paying a little bit extra to go anywhere else. |
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| Ryan | West Midlands | Shell Energy | 2020-04-24 | |
I am 100% annoyed and disgusted with this WiFi it’s absolutely terrible. |
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| Harleena | Uxbridge | Shell Energy | 2020-04-24 | |
I started having my broadband with Shell Energy 26.03.2020 and today 21.04.2020 I have left them. I regretted the decision to go with them because the broadband was inconsistent, cutting out multiple times. I tried to contact Shell but it was impossible as they are extremely busy. Today I had an email to say that I will be charged £111.36 early termination charge. I spoke with a resolutions gentleman, who was polite and understanding, however his senior manager said that they could not waiver the charge. I am thoroughly disgusted and disappointed with their decision. |
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| Debbie Stoten | Surrey | Shell Energy | 2020-04-21 | |
Staff are quite helpful but the speed is absolutely woeful and the connection drops frequently. The best thing to do is not sign up at all. Today's average speed is 1.3mbps, my mobile hotspot works better. Not sure how Shell is still able to sell this product, pretty much feels like a scam. |
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| Tom | Yorks | Shell Energy | 2020-04-20 | |
A total bag of excrement it has not given me anything near the speeds advertised it is always buffering and when I finally managed to contact their "Technical people" I was expected to monitor my broadband for 24 hours on the normal socket and then monitor it on the test socket for a further 24 hours and compare the two and give them the results. |
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| Derek | Stockport | Shell Energy | 2020-04-19 | |
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 |
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| J | Shell Energy | 2020-04-19 | ||
Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere. |
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| Chris | West Sussex | Shell Energy | 2020-04-14 | |
Having signed up with them life descended into a nightmare .Self isolating fault on phone line for 12 days . Internet appalling . I switched to another company on the cooling off period only to be told I was out of time . Actually NO I wasn’t . I was wise enough to log each/incident . E mails unanswered ,vantages get through to them .Hours on mobile trying to get help . The worst company ever . |
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| Heather Appleton | StHelens | Shell Energy | 2020-04-11 | |
Since set up in February this year have had to restart the router every day as it freezes, more recently the internet keeps going offline several times a day,have tried everything they have suggested on how to resolve it but no joy. |
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| Sonia | Westhoughton | Shell Energy | 2020-04-08 | |
This is the worst broadband provider I have ever used. My download speed is approx 1.2 mbps. The internet barely reaches anywhere in the house and it’s bad even if you sit next to the router. My dad switched to this broadband because it was £5 cheaper than utility warehouse which was incredibly fast. I’d of happily paid that £5 for him after what we go through everyday with this god awful internet. At least this internet is consistent in one thing even if it is for being garbage! Not to mention we’re stuck with this for over a year because of the long contract which traps it’s customers. |
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| Alexander Coles | England, Maidstone, Kent | Shell Energy | 2020-04-07 | |
It’s ridiculous how their customer service is ,i had no internet for two weeks they’ve sent an engineer to amend it but they charge me for fixing the problem instead of making discount , by the way this was happened on 19/12/2019 and payment was taken on 01/04/2020 it’s absolutely ridiculous it’s the worst customer service I have ever had. |
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| Sarah | Morden | Shell Energy | 2020-03-31 | |
Absolutely shocking don’t attempt to play any console games with this connection....! It’s terrible! Doesn’t even reach my kitchen which may i add is 2 metres away! The whole lot the price and the results are absolutely ridiculous and so not worth the bad head... |
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| Mark | Newcastle | Shell Energy | 2020-03-31 | |
Agreement was 'VAT included' prices. First bill had VAT added to these prices! |
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| Tom | Luton | Shell Energy | 2020-03-25 | |
I get 40mb with Shell, PlusNet were far faster. |
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| Stuart Forsyth | London | Shell Energy | 2020-03-25 | |
Wifi is at best shocking - anything located more then 2 foot from the router will have issues connecting! |
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| Our Sam | Cheltenham | Shell Energy | 2020-03-23 | |
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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.
