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 315 customer ratings since 2023-03-03 (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.

1,427 Customer Reviews over 36 pages

  • Reviewer
    Location
    Heysham lancs
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We have been with shell,for several years.
    Each year there is a price rise, which is ok.
    However to stay with them you need to call them,this is just ridiculous as everything else is done online.
    Even though they claim to have rang you on both home and mobile phones,also emailed us.
    Complete lies.
    This year, was fed up,changed for a better deal without a landline, suggest you do the same.
  • Reviewer
    Location
    Watford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The first bill will charge you for when your fibre connection is installed which is not clearly explained.
    This mean my first bill charged for an extra 18 days before the fibre connection went live.
    You will have to waste a lot of time challenging this practice to get a refund for hidden costs
    In hindsight, it's better to pay more for a more reputable supplier
  • Reviewer
    Location
    Jarrow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible! Connection is appalling, watching Netflix and half way through film, Connection cuts out. Worst ever!!!
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly never had worse connection that with this so called broadband, I had better internet connection 15 years ago when I lived in the countryside and the local travellers had stolen the copper phone lines. Don’t even bother signing up, you will barely be able to watch a YouTube video.
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In my first property there were connection issues, they wanted me to pay for the engineer to come out I said no but the charged me anyway.
    Then I moved house and gave them the 1 month notice as they asked for, for them to cancel my order two days before I moved, and ask me to wait another 3 weeks for installation. A colleague of mine is having issues with them too and they just don't own up to their mistakes. Worst company I've had to deal with.
    0/10 do not recommend.
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been trying to close an account for an elderly relative and I can honestly say Shell is THE worst company at providing customer support. I have been fobbed off, transfered between teams scattered across the globe at various call centers. The final straw was having the phone put down on me by Bori a customer complaints team member apparently in their Bosnian call center, after being told to 'Get to the point'. Do yourself a favour avoid this shower. Makes me glad I'm with Plusnet - always polite, effective and timely in resolving issues unlike Shell!
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Diabolical!! It's Awful wished we had never changed provider. 2.09 mbps this morning! My recommendation is do not use Shell as a broadband provider, you'll be wasting your money.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter garbage, the signal is too weak to do anything with, it packed up altogether and it took them 6 weeks to get us back up and running, unable to work from home due to their rubbish WiFi, customer service is a joke
  • Reviewer
    Location
    ebbw vale
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolutely shocking i changed to come with this company no service at all no wifi or anything shocking customer service then they told me I had to go at least 1 month with no service if i was lucky i would highly recommend that you stay away
  • Reviewer
    Location
    WIRRAL
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    From day one we had problems. The router would drop connections meaning we had to restart it. I complained and they said they would adjust the settings. Now 5 months later it's still the same I am cancelling the contract and they are threatening big termination fees and one of the people I spoke to said they would block me from signing up to another provider. Thank god they are no longer available save another person getting ripped off
  • 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
    East Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Quite genuinely the worst company I have ever had the dissatisfaction of dealing with. I don’t even know where to begin.

    Firstly, due to their absolutely dreadful customer service, I am coming up on a month with no internet. I would normally say that if they are busy over the Xmas holidays then fair enough, but no, that is not even where the problems begin. On multiple occasions I have been outright lied to by call centre agents about things that Openreach have been saying on our account to them and also about when they will send out an engineer.

    They first (around the 8th of Dec) told me that they would send an engineer out to our house to connect the router up and go to the box nearby and connect us up, few days go by, still no internet, we call them and they tell us that “extended work needing doing on the box and they’d get back in contact with us to set up a day for the engineer to come do the work” not sure what that means (I’m of the opinion this was total rubbish and no one came near our house), but ok.

    A week or so goes by, still no internet. We contact them again, they throw out a day that someone would come by, that day comes and goes no engineer. We go back and forth over the next few days, they eventually said the 28th someone can definitely come out, can you guess what happens next?

    So come to a few days ago (start of Jan) they say once again that they’ll get someone out, and on the day of, it gets to about 4pm and I call them to confirm they’ll definitely be coming, the guy says “yes I’ll call Openreach now and confirm your appointment” at which he puts me on hold for 7 minutes, then comes back and says “yep Openrach will definitely have someone out to you by 6pm”. Shocker, 6pm rolls by and nothing so I call again and the agent I spoke to down right lies to me and says “Openreach left a note on your account at 10am this morning saying they couldn’t make your appointment and requested to rebook”. Despite the fact that supposedly someone from Openreach confirmed they would be there a full 6 HOURS after they said they wouldn’t be. So either the initial guy lied and never actually called Openreach, or second guy lied just to cover their back and get me off the phone.

    Sorry for the ramble but I am just so frustrated at how both Shell and Openreach have both given me the runaround and left me without internet for a month. Luckily neither of us work from home or really rely too much on WiFi at home, but even still this is unacceptable and if I don’t have internet by this coming week I will be forced to go elsewhere. Wouldn’t recommend it to my worst enemy.
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    On 28TH Dec, I switched my broadband to shell energy Full fibre 200 broadband with an average download speed of 207Mbps. When checking the speed, I only get 60Mpbs - 95Mpbs speed only. With my previous provider, I got a minimum speed of 95Mpbs. On 29th Dec, I complained to customer service, and they told me, it will take three days. Today is the 8th day and there is no change. I complained again but they took no action. I am disappointed and do not recommend Shell Energy Broadband. It is a waste of money.
  • Reviewer
    Location
    Stanley, Perth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Since starting with Shell we’ve had nothing but trouble. Signal cuts out constantly whilst using anything WiFi related. There’s been the occasional time when it’s worked well for a few days then it’s back to square one.
    Makes you feel like not bothering to try and watch a film or series when it cuts out so many times.
    Will not be staying with them.
  • Reviewer
    Location
    Wishaw North Lanarkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am sorry I went with Shell Broadband I am never off the phone to them because my connection keeps dropping and its been like that from day one,I've told them I think there's a fault with the router but there not doing anything about it,I wish I had never left BT,and I definitely won't recommend yous.
  • Reviewer
    Location
    Wales
    Reviewing
    Shell Energy
    Date
    Comments
    No wonder this company was rated bottom on the Which Broadband consumer website.
    I was a Shell Broadband customer up until April 23, when my contract ended.Ever since then Shell Broadband have still been charging me for not being a customer of theirs.I have proof of the date,when may contract ended.And to this date they are still in denial that contract ended,04/2023.I have reported them to Ofcom, and waiting for the outcome.
  • Reviewer
    Location
    Derby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give no stars for shell broadband I would .I have tried everything that they say over the last 18 months an nothing works.I am using my own data as I write this .beacuse no Internet .trying to get out of the contract is impossible but they do not provide a service. NEVER JOIN SHELL BROADBAND .You have been warned TERRIBLE
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    After being a happy customer for years (First-utility then Shell) I chose to extend my contract with them. I asked if anything would change as I was happy with the product I had and was told nothing would change apart from the price. Out of the blue I received an email stating a new router was on its way. I received the new "wi-fi 6" router which would improve my wi-fi, so I set the router up but couldn't find a way to change the default password on it. This is recommended by IT security experts and even the UK Government. After being in touch numerous times and being sent the information for the old router I was eventually contacted by someone in their support department who sent me the information for the wi-fi 6 router. However the option I needed to access on the router wasn't available, so another round of emails & calls brings us to today where I was told, rather rudely, that I shouldn't and couldn't change the default admin password. They are putting their needs before the security of their customers. Not sure if this is to do with being taken over by Octopus but I have never had any issues with their support before and have always changed the default admin password on the supplied router.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’d give minus stars!!
    I’d give minus stars!!!
    This company are scammers and a joke! I was originally with post office and then they automatically switched me over to shell energy! The first thing I will say is the internet never worked it was the worst internet I’ve ever had in my 30 years! Anyway it’s £25 per month so u get what u pay for really! I rang to change the direct debt details as I had changed banks, I was told this was done but it hasn’t been, therefore they charged me a direct debt return amount! I rang again and they told me that I owed money for a month on the account which was 3 times what I had normally been paying! I was happy to pay the monthly amount but they wanted £80 for September only I looked at bank statements and I was all up to date with payments and they were not having it, they said I was out of contract so I signed up again to a similar amount to what I had previously paid. 15 days later (just out of cooling period) they tryed to take the money from the old direct debt again (incompetent) I just told them I would cancel as the new contract hadn’t started yet and wasn’t due to be paid untill 20 days later, they said I would have to pay a cancellation fee, now this really f me off as it wasn’t my fault they didn’t change direct debt, wasn’t my fault they hadn’t contacted me to say my contract ended, and I didn’t even sign up with shell energy in the first place, now few weeks pass and they have sold my debt of £80 which should of only been £25 onto a debt collection agency! I then received threatening messages from shell energy by text by email by letters, so I paid the outstanding balance which was £200 (cancellation fee) I have no 3 months later received another email to say I haven’t sent the routed back to them and now owe them more money, I didn’t receive anything to send the routed back, after paying out money I shouldn’t of had to right before Christmas they are now changing me for the router aswell this company is a joke and can not do simple tasks or communicate with there customers leaving the customer out of pocket and distressed AVOID THIS COMPANY
  • 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
    Bracknell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    My broadband keeps flickering on a regular basis and the internet obviously fails, harming me on my work. I have made several videos of this, every time it happened.

    Still, because I believe this issue can be sorted, I called them to move my existing broadband to a new home and I was told by Mr Loyd, that it can’t be done and I was given an increased price, for a new contract.

    I was told that the present contract on this property will keep active but under a different name, I did NOT even give authorisation for this be made and I am the accountant holder!

    Mr Loyd made me wait for a long time when I asked to speak to his supervisor, asking me what I wanted to talk to him about.

    At the end I was also told he was not able to book a “call back” with his supervisor.

    What a fantastic person Shell or now Octpus has working for them!

    Customer service, ZERO!

    I am not sure that anyone reads this real life and honest reviews, but it feels like companies do whatever they want with their customers and nobody defends them.
  • Reviewer
    Location
    Southend
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've complained and been sent a new router and told there speeding up my connection. Non of this makes a difference it's just rubbish.
  • Reviewer
    Location
    Dulverton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with Shell for about 9 months.
    I had a fault at the cabinet a while back, I got hold of a lady at the support desk quickly. She found the fault and got Openreach to repair it.
    Apart from this it works. Their portal is ok. The price is good.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful. If I could give zero I would. The worst internet I have ever had, having to use our phones data in the house, as with this internet you couldn’t possibly have Netflix on and use a phone at the same time!
    DO NOT BUY!
  • Reviewer
    Location
    Shropshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful. No service. 'Not there problem'. No follow up. Unable to speak to anyone. never called back as disconnected every time.
    AVOID them. cheap is not cheap when you have no service
  • Reviewer
    Location
    Nottd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
  • Reviewer
    Location
    RIPON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband ever. Changed from now tv, where I had no problems at all to shell, biggest mistake. Never had such a poor connection to broadband. EVER.. if you’re thinking of changing providers. DONT, choose SHELL
  • Reviewer
    Location
    UK
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The absolute worst utilities supplier I have ever encountered. Appalling reliability and customer service. My internet drops out every single day and sometimes several times per day, and customer services told me that this was standard.
  • Reviewer
    Location
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had problems from day 1 with my devices not connecting to the router they provided (no issues with previous plusnet). Suspect a cheap router is used. Increased contract mid term. When cancelling, and despite being out of contract and moving to Fibre they still charged me a full month and added on charges for revoked loyality discount. If you get to their rententions team - they are an horrible bunch of expletives who will just hang up on you. Absolutely avoid Shell Energy Broadband. It might be cheap but it truly isn't worth. My new provider BT gave me a massive bill credit for not connecting me on time. That was without me asking for it. Go with a decent name. Plusnet or BT. Not this shower of con artist who are going to disappear from market soon.
  • Reviewer
    Location
    Swanley uk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT
  • 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
    Dordet
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
  • 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
    Carlisle
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.
  • 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
    Bognor Regis
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.

    There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely NO!
    Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
    The telephone service is also incredibly unprofessional and should be reviewed immediately.

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.