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
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely no stars cancelled contract after 2 days of hours on the phone being passed from one person to another router was returned via packaging sent by Shell 3 weeks ago and today they decided to take money from my account, I am now contacting the ombudsman this is beyond shoddy a company that haven't a clue what they are doing
  • Reviewer
    Location
    ML
    Reviewing
    Shell Energy
    Date
    Comments
    The worst broadband Shell energy I ever used, very slow and very poor inernet conection. The customer service is very poor and unprofessional.

    I have been left without internet connection for over 2 weeks already, and they keep lying to me that they will send an engineer to sort out the issue, but no one came still. I've cut 3 days from work especially to make appointments with them to provide access to the property, but they never came. It was such a stressful time because I had to sit my online exams and I was beging them to sort this out, but they didn't really care about it.

    This is so unfair on people!!! I wouldn't recomend this company to anyone!
  • 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.
  • Reviewer
    Location
    Gosport
    Reviewing
    Shell Energy
    Date
    Comments
    The worst broadband company the don't let you know when your bill is due they don't let you know when your cut off because the modem will flash all green to show it's active but really it's cut off shell energy shut your broadband down please I said to them if they can talk to my mother but the woman rudely said no you are the account holder! I was about to shout back don't ever go with shell energy if you want to be screwed over.
  • Reviewer
    Location
    N/a
    Reviewing
    Shell Energy
    Date
    Comments
    Charging after multiple attempts to cancel is predatory. Not paying sort it out
  • Reviewer
    Location
    Corby
    Reviewing
    Shell Energy
    Date
    Comments
    Incompetent company technically, organizationally and personally.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    Got shell wifi 2 weeks ago and have just constantly had problem after problem, no box delivered, slow speeds, no answer when calling customer service. Just all round terrible.
  • 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
    Bolton
    Reviewing
    Shell Energy
    Date
    Comments
    My mother who is 96 years old,sent broadband bill for £104-41,she does not have broadband, I have e-mailed them not expecting to hear anytime soon.
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Comments
    I'm using homephone only. DON'T TOUCH! Features start and stop at random. Takes hours and hours to get through to rude and unapologetic staff. Promises to solve the problem are false. Staff have no idea what's going on.
    No response to formal complaints.
    Only good at raising prices!
  • Reviewer
    Location
    Belfast
    Reviewing
    Shell Energy
    Date
    Comments
    I have registered for the new broadband connection with Shell energy on 14 Aug and received the router on 28 Aug. They activated the connection on 1 Sep. Connection was very poor and I cancelled the connection on 2 Sep.
    But Shell energy charged me to pay 110 pounds as the early termination fees. I am not sure what is the meaning for the 14 days cooling period? If they deliver the router after 14 days then I don't have any cooling period? Also I'm wondering whether it is the genuine process?
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Cannot possibly give any stars absolutely appalling, an engineer was supposed to come today to set up broadband we had an e,mail to confirm rang Shell
    and was passed from pillar to post only to be told we have to install it ourselves so we tried to cancel but was told the contract started when we signed with them and would have to pay a high cancellation fee even though its not even live was on the phone for well over an hour so we are stuck into a 12 month contract and will have to pay someone to install it
    Shocking really shocking behaviour
  • Reviewer
    Location
    Scotter
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    wakefield
    Reviewing
    Shell Energy
    Date
    Comments
    absolutely terrible service its not me that is a customer of shell it my mother-in-law who is currently no longer living in her home as been taken taking into a nursing home. i asperate that for confidential reasons they cant speak to us but she is not able to speak to them and they can see that she as not used her phone for 12mths but still want let us cancel the phone. SO RUDE
  • Reviewer
    Location
    Newent
    Reviewing
    Shell Energy
    Date
    Comments
    It's your Customer Service that is SO terrible. Only offering options are those that suit YOU ! Like so many of your 'new' customers, I'm in deep mourning for my Post Office account/deal. GET UP SHELL.
  • Reviewer
    Location
    Herts
    Reviewing
    Shell Energy
    Date
    Comments
    I agree with others don’t touch them with a barge pole. Awful signal, have had to concede and pay to be let out of the contract. Grumpy and impatient customer service, no doubt in part because they must have so many disappointed customers to deal with. Should never have made the change. Especially given the damage the company has done to the environment over the years, I should have known better. AVOID.
  • Reviewer
    Location
    Blackwood
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    Braintree
    Reviewing
    Shell Energy
    Date
    Comments
    Shocking company avoid like the plauge 5 weeks internet still not connected everyone else to blame apart from themselves.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Comments
    I have been with shell energy for 3 years and can honestly say it is the worst company I have ever delt with. After 2 years they cancelled my contract without my knowledge. I then found out that this resulted from my neighbour accidently putting my flat number which resulted in them terminating my contract. After opening a new contract I experienced a variety of different problems such as my bills being higher than what the contract states and my internet was running significantly slower. The customer service here is apauling. With all these issues arising every couple of weeks I was constantly on the phone with customer service, every person I spoke with told me something different and I was constantly being told to speak with different departments as no one knows what they are doing. They reopened several contract for me with out my permission and when I wanted to leave the company due to all the hasses and no revolment of any of these issues, they then told me I had to pay for the full termination fee because it was a new contract. As stated above I did not agree to cancel or reopen my contract several times and i now should have been in my original contract for 9 months meaning I should only need to pay for the remaining 9 months ( it is a 18 month contract). But shell energy is insisting I pay for the full 18 month termination fee. I would highly suggest that everyone stays away from this company as they are only looking to scam and make more money
  • Reviewer
    Location
    Mitcham, London
    Reviewing
    Shell Energy
    Date
    Comments
    My Shell broadband was supposed to go live on 07/11/23 but never did (everything was fine with the previous provider). After several complaints, Shell sent the engineer on 22/11/23. He confirmed that my brand new router sent by Shell was installed correctly and upgraded the master socket.
    However, this did not help. The engineer found that the phone line did not function and the problem was on the Shell side. He requested escalation to the Senior Investigator Team with a follow-up by visiting the property.
    The engineer submitted the report in my presence on 22/11/23 9am. However, after 3 full days, no-one has contacted me to book an appointment with the senior investigator team and I have been without internet for 17 days now.
    DO NOT USE SHELL.
    They have atrocious customer service, never call back, do not have adequate engineer staff and are not able (and interested) to fix their mess. I've also been already charged for their non-existent services.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    liars cheats and frauds do not trust 1st utility they overcharge you for no reason don't waste your time joining them they will con you.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    The worst service I have ever received.
    If there was an option for less stars I would.
    I am currently sorting a complaint that has gone on for 6 + months. This has now gone to the highest possible complaints department apparently, yet no resolution.
    They informed us our meter was broken and they would have an engineer out to fix it. Took 1 month to get the engineer and two call outs to fix a new one. (Engineer confirmed to us that it is broken).
    We still carried on paying monthly as we were of course using energy. They have now got a an extortionate outstanding bill from when the new meter was fitted. They have estimated what we use now to what we have had before and charged accordingly. Even though there in no way of proving how much we used.
    I argued this case and First Utility said that the meter wasn't broken and we are using roughly the same amount now as the meter reading were showing before (in actual fact were using slightly less now going by their theory). Trouble is we have significantly more appliances so you would expect our amount to be more now. There is no way of proving how much we have used as the meter was faulty so how can they charge us this estimated amount.
    Unreasonable and UNHELPFUL - constantly going round in circles.
    Having to call and chase the updates twice a week on the phone for 45 minutes at a time. COMPLETE WATE OF TIME! Just want the debt cleared so I can move on with another supplier ASAP!
    First Utility push back each phone call to next week. Always asking for more meter readings on each call after giving them over and over again. Wanting more time too look at our case because its gone on for so long!
    At a loose end with no light at the end of the tunnel. So waiting for another call next week. We are so angry, frustrated and annoyed at this horrendous company.
    First Utility will time waste as much as possible so that they can wrack up another bill.
    Unreasonable horrendous company. DO NOT USE!
    If you are with them LEAVE!
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Shell Energy
    Date
    Comments
    Have had this superfast broadband for about 8 weeks. Worst broadband I've ever had. It may be superfast but obviously to a fast wrong turning as it never seems to reach us. Spent more time offline than on. I have managed to terminate my contract free of charge due them nit meeting their commitment. Be warned, this really isn't good broadband. Oh, and if you still decide to sign up, be prepared to wait a significant amount of time to get through to customer services
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    My usual monthly update. I pay for 38m but do not get anywhere near, mostly around 20m but just checked and getting less than 4m.
    I dont bother wasting my time contacting shell just to hear the same excuse and advise. My advise is read the small print on your contract, read the reviews, then buy elsewhere and save yourself an unwanted problem.
  • Reviewer
    Location
    North Lincolnshire
    Reviewing
    Shell Energy
    Date
    Comments
    I ordered super fast broadband in the beginning of July, it is now 23rd August, and after chasing them up 3 times and getting nowhere, my router still has not been delivered. I rang them 3 times today, cut off the first attempt 2nd attempt I was n hold for 30 minutes so I rang off, 3rd attempt after 15 minutes no one answered the phone, cannot even ring them to cancel the contract
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Comments
    Disgraceful. Intermittent broadband for 2 months. Got to a point they can't fix it. Customer Services are well trained to give false hope that someone will deal with your issue. I expect to have to fight to not have to pay an early cancellation fee for a service they can't provide. bring it on!!!
  • Reviewer
    Location
    Sussex
    Reviewing
    Shell Energy
    Date
    Comments
    Terrible company. no respect for customers. I cancelled the account due to moving home. They took the final payment at the end of the month after I cancelled then came back for more without any help how to pay as direct had been closed. They failed to supply the returns label for the useless router despite several requests and following their assurance it had been sent or was on its way. I now have a further demand to pay for the router. Why would they ever want that back when they can charge you for it? The returns policy for the router is in their financial favour. They continually fail to read and then understand what has been sent them. Several times no reply was received.
    This company has been more difficult to deal than all the others involved in moving. I cannot ever recommend them. Even one star is to many.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute rubbish worst ever sub contractor I have ever come across don’t loose your health stay away from this useless subbie make internet like they replace hot water in there costa machines absolute waste of time greedy heartbreaking incompetent lying suppliers don’t use shell fit broadband they haven’t got a single care for there customers only for there poorly educated so called broadband call handlers I am surprised people still sign up for these monsters
  • Reviewer
    Location
    Hemel Hempstead
    Reviewing
    Shell Energy
    Date
    Comments
    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
  • Reviewer
    Location
    Hyde
    Reviewing
    Shell Energy
    Date
    Comments
    Never answer , over charge every month , now ive cancelled paid 300 in cancellation fees and sent the router off now they are still asking for money and got the cheek to put it on my credit file
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    These 5 star reviews on trust pilot must be fake because since I started using Shell Energy for broadband it has been nothing but an absolute nightmare.

    This is by far the worse broadband I have ever used:
    - the speed isn't as advertised (it hovered consistently around 8mbps);
    - the internet goes out intermittently throughout the day;
    - it starts off as the 'cheapest' option but what they don't tell you is that they are allowed to increase the price mid-contract, so you can't keep paying the price you signed up for;
    - recently the internet has been down for two full days and when the customer service team exhausted all the steps and still couldn't resolve the issue, they wanted to charge me £78/ hour to send an engineer to come fix what was essentially their problem. I was on call with Shell for over 2 hours -- I was passed from agent to agent and when one finally agreed to waive the engineer fee, I was then passed back to a different agent on the tech team who was rude, dismissive and patronizing and refused to arrange to send an engineer to inspect the router. This was the last straw for me and I ended up terminating the contract -- which Shell wanted to charge me a £80 termination fee for -- even though they weren't upholding their end of the bargain by providing internet that actually works.

    What an absolute joke. I know it's cheap but save yourself the hassle down the line and avoid at all costs.
  • Reviewer
    Location
    Moray
    Reviewing
    Shell Energy
    Date
    Comments
    Awful awful customer service and product. Worst company I’ve ever dealt with in my life. Totally incompetent. AVOID like the plague.
  • Reviewer
    Location
    Guisborough
    Reviewing
    Shell Energy
    Date
    Comments
    No stars,consistently over charged over 3 months, then asked to pay a bill so not cut off even though in credit! Left hand doesn’t know what the right is doing! Wish I hadn’t took contract with them.
  • Reviewer
    Location
    Crewe
    Reviewing
    Shell Energy
    Date
    Comments
    They do not care. No internet working from home. Horrendous. Go elsewhere. The staff clearly don’t care
  • Reviewer
    Location
    Bolton
    Reviewing
    Shell Energy
    Date
    Comments
    Was moved over from post office and since then from bad to worse, broadband drops out, goes off for hours at a time, customer service do not answer, avoid Shell Energy at all costs.
  • Reviewer
    Location
    Belfast
    Reviewing
    Shell Energy
    Date
    Comments
    Avoid at all costs, got transferred from post office and it’s been problem after problem with no one at shell interested, or taking responsibility for the issues. Very hard to get through to anyone and the customer service agents give incorrect advice and are beyond useless. I could give many examples of this. In terms of Wi-Fi I am still paying for a service that does not work most of the time and I’m locked into this contract because of post offices transfer.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Comments
    Horrendous customer service. 2.5 hours on the phone today being passed from department to department. Nobody knew what was happening, when my Internet would be set up. Company did not know how to contact the technician who failed to attend to set up the department. Eventually I gave up and asked to cancel and was told I'd face an early termination fee. No one seems to have a clue what's going on - worst customer service I have ever encountered in my life. Doesn't bode well.
  • Reviewer
    Location
    Romford
    Reviewing
    Shell Energy
    Date
    Comments
    Broadband reliability is nonexistent. lose the signal about 50 times a day. will phone these arseholes tomorrow and cancel my dealings with them. I am sure they won't miss me but I am sure there are probably thousands of people who think like me.
  • Reviewer
    Location
    lancashire
    Reviewing
    Shell Energy
    Date
    Comments
    I was a PO Broadband user for years with little or no problems. On hearing of Shell takeover I decided (WISELY as it transpired!) to change provider. My new provider Now TV were excellent and dealt with the transition smoothly. However Shell took absolutely no notice and carried on sending emails to me telling me at every stage that my change from PO to Shell was going ahead!
    I spent literally hours trying to get though to them on the phone and when I did get through was told not to worry. Eventually my NOW broadband went live and the service is excellent but still the emails from Shell kept coming!
    In the end I wrote a letter to the complaints department posted first class signed for (for obvious reasons!) that was three weeks ago and I have heard not a word. I should have had a refund according to one of their employees I am not holding my breath.
    I have given no stars and thank heavens I did not decide to go with them
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely terrible - random drop-outs, horrible speed, and I live alone, so maximum 1-2 devices using Wifi at any time. Their response: "Wifi isn't guaranteed, we'll send you a network cable" - how does that help for smartphones and tablets? Can't wait to leave. Worst internet I've had in years. AVOID

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.