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 283 customer ratings since 2023-05-11 (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 37 pages

  • Reviewer
    Location
    new Malden
    Reviewing
    Shell Energy
    Date
    Comments
    0 stars for everything.its the worst provider ever hâd before. No speed promised, no support. My internet stop working every 2 hours and starts again after 10-20 min. I made the worst decision swaping from sky to shell. For all the People how maybe Want to choose shell please: DONT DO.
  • Reviewer
    Location
    Barwell
    Reviewing
    Shell Energy
    Date
    Comments
    Worst broadband going. Received the box, engineer came out and checked the line. Box didn't work. Contacted shell and had them put the phone down on us 7 times. Finally got through, box was wrong one for the package so new box sent out. Box came and its exactly the same one, still doesn't work. Wouldn't recommend to my worst enemy
  • Reviewer
    Location
    Droylsden
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute waste of time.
    After being on the phone for approx 5 hours booked an engineer to come, he never turned up and then sent an email saying no fault detected... so another hour on the phone booked another engineer so waiting to see if he turns up. I've had no internet for 6days and no tv.
    Service absolutely appalling. Definately avoid signing up. I was with the post office until they sold it off to this shambles of a company
  • Reviewer
    Location
    Rochdale
    Reviewing
    Shell Energy
    Date
    Comments
    I have only been with Shell for a month. I went the first week with no service at all. After many stressful calls on hold and emails the engineer came out and it hadn't been switched on by Shell. I thought it would be fine then but drops off constantly all day and night. Using all my mobile data to compensate. They tried to charge me for the week with no service so had to spend time sorting that! I said after the first week of no service i wanted to cancel my contract but was told my cooling off period finished before Shell was active? and I would have to pay over £300 to cancel. Shouldn't the cooling off period be when the service is on so you know if you're happy with it?
    Anyway If you haven't joined Shell I would not recommend it. In my opinion this company needs investigating. From the reviews I have read there seems to be an awful lot of unhappy customers. I certainly won't be staying but it's going to be a long 18mths before I'm out of contract.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Comments
    No ratings ,appalling service ,since 16 Feb,no email nothing,been on the phone for hours 3 days,get your act together Shellenergy.you needn't send us a bill because it won't get paid,service just a JOKE,
  • Reviewer
    Location
    milnrow rochdale
    Reviewing
    Shell Energy
    Date
    Comments
    not sure the reviews are accurate
    broadband speed advised in advance is correct for my area its shown in advance
    fibre depends on provider and price
    80mb is not the norm
  • Reviewer
    Location
    Lancashire
    Reviewing
    Shell Energy
    Date
    Comments
    Terrible customer service. Two serious complications in two months. Shell resolution team agreed to reimburse my losses due their negligence but then imposed the charges in following bill. I was told to buy and fit my own internet socket. They gave me 4 hours notice of the engineer apt and had charged my account for not being home to accept the engineer. But I was home!!
    Communications ombudsman for these lying, thieving b.....ds!!
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Comments
    This is not only the worst internet service provider I have ever been with - it is the worst company I have ever dealt with. Please avoid. The internet cuts out up to 12 times a day. They make you pay for a number of engineer visits that don't fix the problem before you can even think about cancelling. You might as well chuck your money down the toilet. I was advised by customer service that I had a specific agent that would deal with my query and fix the issue... he promised to call the Monday before last and he did not. Never heard from him again.
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Comments
    Avoid like the plague, May father has just died and they have just charged my sis whos the executor £50 for a router (was a post office customer and i cant remember him ever getting a new router from shell)
  • Reviewer
    Location
    Hitchin
    Reviewing
    Shell Energy
    Date
    Comments
    Zero review as find this company terrible, an engineer came to fit my broadband and failed to do so, they left electric plug with all wires loose and said they would have to return, today they took 65 pound charges out of my bank for this and have agreed to pay it back but I have to wait 10 working days so now unable to get my gas and electric
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Comments
    The absolute worst broadband I've ever had the misfortune of having to put up with. I cannot describe the amount of frustration it has caused. It constantly disconnects, turns itself off and just in general does not function as it should. I will never ever use their service again once this year contract is over, absolutely disgraceful. save yourself the haste and go with literally any other broadband provider other then shell.
  • Reviewer
    Location
    Uk
    Reviewing
    Shell Energy
    Date
    Comments
    A truly shocking company AVOID at All costs customer service is an absolute joke staff don't understand English they are requesting that I return the router which I did 4 months ago thank God that I kept the proof
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Comments
    The customer service team fail to provide a reasonable level of basic customer service.

    The post office should have never of sold the services to the most incompetent provider on the market.
  • Reviewer
    Location
    west midlands
    Reviewing
    Shell Energy
    Date
    Comments
    a few months on and still not receiving estimated speed of 38
    just checked speed and varied between 8 m
    and 31 m
    usually get 20 m ish.
    read reviews then go elsewhere.
  • Reviewer
    Location
    DN104JL
    Reviewing
    Shell Energy
    Date
    Comments
    This company is rubbish, do not touch them with a bargepole. Been with the Post Office for years, next to no problems, since Shell Energy took over absolutely appalling service
  • Reviewer
    Location
    Stockport
    Reviewing
    Shell Energy
    Date
    Comments
    This is the worst broadband provider I have been with. No problems when it was the Post Office but the service has seriously plummeted since Shell took over.
    I agree with all the negative comments made by other customers. I unfortunately upgraded to a new contract and am currently experiencing below minimum speeds, consistent drop outs, persistent threats of and now a final confirmation that £35 will be charged for non return of a router which I have already returned via tracked postage! Complaints do not get dealt with satisfactorily. Phone calls to this company are impossible, at least 30 min wait but when you eventually get through and get put on hold you get cut off. Emails don’t get answered, they won’t put anything in writing so you have no proof of evidence of their shady practices. Avoid them at all costs. I have reported them to Ofcom and I would urge everyone who is having similar problems to do the same. The more who do this the better.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Shell Energy
    Date
    Comments
    Highly unreliable and significantly slower than even the lower end of promised speeds, do yourself a favour and never use shell for internet. Customer service ignores requests for replacing router when equipment is faulty.
  • Reviewer
    Location
    Leicester
    Reviewing
    Shell Energy
    Date
    Comments
    Appalling customer service ,two months after moving suppier and sending our router back with a tracking label we recived a request to return router or incur a charge,having taken many phone calls to get a return label sent out to us we kept the receipt as proof of return and informed them as such.We now have to wait for the promised cheque for the £59 refund we are owed.Worst company we have ever had to deal with-Avoid!
  • Reviewer
    Location
    James
    Reviewing
    Shell Energy
    Date
    Comments
    AVOID AVOID AVOID AVOID Put our prices up after not telling us if we left as energy customers our price would go up! We didn't even know that the price was special as it was the same for non-energy customers all over the internet. Their terms and conditions have been very well put together to basically charge and do whatever they like. they did not cancel my contract as I asked in writing in August 2017 and still continue to bill me to this day to the tune of £508!!! They have 5 people in their compaints department and cannot get back to you or answer your complaint 11 weeks later, their names are useless, incompitant, waste of space, why are we paying you and numpty! If you want a good provider for Home Phone and Broadband, go direct to Talk Talk!
  • Reviewer
    Location
    Sunderland
    Reviewing
    Shell Energy
    Date
    Comments
    They took over from the post office so had no choice to go with shell terrible 40 minutes to get through to customer services on 3 occasions forgot to send a monthly bill so just sent a 2 month one instead they think they can treat customers any way because they can’t leave till contract ends I have moved to bt they couldn’t have been more helpful even have a bt router still waiting for one off shell worth paying the extra to move
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Comments
    AVOID SHELL ENERGY LIKE THE PLAGUE!!! we were with another company for 5 years and never had an issue, as soon as shell took over we magically suddenly owed them 100s of £££ for one years usage, at first call they admitted it must be fault but two years later the issue is still unresolved. Nobody will take any further responsibility for it being wrong and our owing is now over £3,000 because we cabt afford to pay them what thry demand monthly, they are SO unhelpful that we now just refuse to make any payments at all, they ring, text and email multiple times a day which is aggressive and harrrassing. During the pandemic its responsibile for all my mental health and depression issues, we feel completely trapped by them with absolutely no way out, I REFUSE to pay money we dont have and that we didn't spend in the first place. All you have to do is join all the shell company Facebook groups to see this is a frequent scam they seem to employ on unsuspecting previously loyal and well paying people, i didnt ask to be signed up to shell and now we are stuck with this TERRIBLE company forever! Shame on you. One day your constant harrassment will be the end of me.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Comments
    Nil ratings,atrocious service all round,for the last 2 months since they took over from postoffice I have not been able to see my paintings on P.O.l.only text,Shellenergy get your act together,get some staff that know what they doing.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Shell Energy
    Date
    Comments
    The customer service is appauling,broadband unreliable was so bad had to cancel the contract within a month.Awful experience.
    I was hoping to safe some money from Sky but huge mistake.
  • Reviewer
    Location
    Worcester
    Reviewing
    Shell Energy
    Date
    Comments
    I write this review on behalf of mr b Hughes a neighbour who is 85 years of age whose telephone supplier was the post office this was transferred to shell until his line was cancelled by shell for no reason this resulted in mr Hughes having to change supplier since then mr Hughes has suffered harassment from this company over a router he never had he is of the age bracket where he would not know what to do with a router if he had one and would most certainly have returned it if that was the case i have contacted shell for him he has contacted shell again today (8/7/23) as he has again received a letter yesterday and another today he is really upset over all this unnecessary harassment I am concerned for him as he suffered a heart attack recently I ask you once again get your facts right and stop harrassing this person
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Comments
    I’ve been with Shell since August 2023 (7 months) and had no complaints whatsoever until a month ago when my connection kept buffering, stalling, booting me out and not connecting. I rang customer service and she talked me through how to do a hard reset. It worked…….for 2 weeks and now it’s happening again. I rang them again and the guy explained that because I have a “commercial package” (no idea what that is!) when people in my vicinity are also using their broadband, it effectively makes my speed drop. I stated that seemed unfair as I’m paying £18 a month for a service, so why should other people’s use affect what I’M paying for. He went into all the tech talk which I kept telling him, I didn’t understand. He asked me if I wanted to upgrade to a faster speed to which I refused. He then said that he’d raised my speed from 7.5 whatever to 11.2 and that I shouldn’t have a further problems unless more people jumped on. Whatever he did, seemed to work….48 hrs, it’s happening again so watching tv has become a stressful event once again. Can’t wait for my contract to end
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Utterly awful. Pathetic router which just can’t hold a signal or broadcast to anywhere other than the room it’s in. Far too expensive for the speed you actually get and useless in terms of customer service. Avoid
  • Reviewer
    Location
    Richhill
    Reviewing
    Shell Energy
    Date
    Comments
    We are very unhappy with first Utility I would not recommend them at all. We always have interruptions to the service . Very slow internet speed and have always had trouble with the service and go hours without internet. We have complained but they have not helped out at all or even give us reasonable advice. They have actually been rude and unhelpful. My advice is to avoid first utility, I can’t wait until I am out of the contract so I can change provider. I would not stay with first utility even if they were giving it free as it is completely useless. We only surf the net we are not gamers and are not heavy internet users . So avoid FIrst Utility. .
  • 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
    Emsworth
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute dishonesty from start to finish. They get you aboard for £19pcm but forget to mention anywhere that it's £19 plus VAT. You get a max of 9 Mbps for 4 days followed by .08 Mbps. When you contact them they suggest you switch to £35 per month plus VAT for a faster speed. They will ignore all complaints except when you cancel the DD - then they write, boy how they write. When they know they've lost - as in when you are with a reliable supplier - you will hear nothing for 2 months. Then you will receive a threatening e mail from their 'collection agents' etc. I have opened a case against them with the CAB who believe enough other like complaints will see the Trading Standards take over, even the police maybe. Get your money back off these sharks, ask for some deserved compensation off them for their behaviour towards you; then register the complaint with the CAB.
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Comments
    I was with Shell Energy broadband and switched from them to a new service provider because I was not happy with their service. They continued to charge me after I had switched and when I questioned this they told me that my new service provider did not tell them of my switch so it was their fault and that they were totally responsible for the sum I had incurred. However, having spoken to my new service provider they told me that as I had switched from a copper line to full fibre they would not have told shell as it would not be the same line. Meanwhile, Shell customer service stuck to their guns and told me basically that I must pay the bill. They were unsympathetic, and absolutely just wanted their money regardless of the fact that I had not been using their service for over a month. My new service provider was ever so kind and due to the way I was treated by Shell broadband offered me a discount on my next bill in kind which they were not even obliged to do. I am thankful for good-hearted people. That's what we need more of in the world.
  • Reviewer
    Location
    Welling
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    Hordle
    Reviewing
    Shell Energy
    Date
    Comments
    The customer service is non existent. Nobody answers the phone or responds to emails. Our Internet wentcwrong and our landlines died. The only way to rectify the matter was to find a different provider. Use this lot at your own risk.
  • Reviewer
    Location
    Grimsby
    Reviewing
    Shell Energy
    Date
    Comments
    Had this service for 4 days and it is terrible average download speed on 4 different speed tests is 1.64mb. Not even enough for SD downloads. If i had known i was dealing with Talk Talk i would not have taken this deal.
  • Reviewer
    Location
    Hebburn , Tyne and Wear
    Reviewing
    Shell Energy
    Date
    Comments
    Just installed this heap of crap on Tuesday , download and upload speeds are abysmal. Tried to cancel but told we would have to pay the full 18 months money first . They did not send us any kind of written confirmation regarding the contract. The nice girl in the EE shop also rang them , and they were rude and unhelpful to her . Worst ever service , I strongly recommend that no-one purchase broadband from this bunch of cowboys . Download speed 2-8 , upload speed 1-5
  • 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
    Horwich
    Reviewing
    Shell Energy
    Date
    Comments
    Just Shocking service via phone I have been left on hold now for over 25 minutes all to ask a simple question to a technician so annoying ! Why the handler could not just have found out for me I don't know he's just left me on hold to them , the answer for my question question will be a simple yes or no , still waiting as I type this , just this minute answered my call and the was answer was yes an all okay grrrrr.
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Shell Energy
    Date
    Comments
    I took out a new contract with these guys after leaving sky. I have to say shell has the worst customer service iv ever come across I wouldn't recommend anyone to join these guys. I have called them today because I haven't received my router which I was ment to get last week I'm on the phone to them right now and iv been put on hold for over 15mins because they want to find out where the router is before all this I called them 3 times and kept getting disconnected. My honest opinion about this service is absolutely diabolical please don't waste your time with them find I reliable supplier.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Comments
    Terrible service left with a contract. Lied to us so didn't cancel when should of. Service not fit for purpose. Don't use customer service awful.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    worst experience ever, very poor customer services & reliability, would not recommend this service
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Comments
    Just came off the phone to shell rep. This being 4th call re returning a router. Frustration is at 100%. Still not being listened to properly. Has affected my credit rating due to inept staff. I need to ring them again but for my sanity not today. If I ever manage to make a complaint as so far every dealings with them has not resolved anything so I can't see being able to make a complaint going to be fruitful either. I shall contact them again. If my complaint is not dealt with accurately and in a timely manner will be going to the ombudsman.

    AVOID at all costs not just monetary but for your sanity!!!!

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.