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
    2.1 stars
  • Customer Service
    2.2 stars
  • Speed
    2.1 stars
  • Reliability
    2.1 stars

Based on 349 customer ratings since 2019-11-26 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

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.

360 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bromley Shell Energy  
Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilminster, Somerset Shell Energy  
One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Huddersfield Shell Energy  
Shell fibre broadband was reliable and fast.
Beware £15 end of service fee (even if contract has ended)
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Twickenham Shell Energy  
Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Leicestershire Shell Energy  
Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke-on-Trent Shell Energy  
Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Northumberland Shell Energy  
Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Shell Energy  
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
Scotter Shell Energy  
Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
PE7 Shell Energy  
Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line.

To top it off they charge a cancellation fee even if you're out of contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Shell Energy  
Even 1 star is too much for the terrible service we received. Long story short, we have been their customers for nearly an year, moved to a new house and were promissed quick service at the new place. It then turned out that noone has a record of this and we need to wait for another half month and pay fees. We said we want to cancel and were told we need to pay until the end of the year. The guy shouted at us and hanged up the phone (after 2 hours wait to speak to them). Stay away!
London Shell Energy  
Terrible customer service - absolutely unhelpful! We called to say that we are moving to a new address and were promised to receive a new router in a week time. We didn't receive it for more than 10 days and called - after an hour waiting on the phone we were shouted at by a customer service representative that they don't have a record of our call and we need to wait for another 2 weeks and pay more fees for someone to come and check our property. We were not given options to cancel and the guys just hanged up the phone! Stay awayfrom them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bristol Shell Energy  
Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this.
PLEASE, PLEASE AVOID for your own sake.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Poole Shell Energy  
I had a problem with broadband speeds and an engineer was sent (with the usual threats, of "if it's your wiring you will be charged") There was a fault on the local box. Fixed and no more problems.Near end of contract decided to change to different supplier who was offering fibre for same price as ordinary broadband with shell. Charged me £0.85p.
So far so good: then received email asking for return of router and accessories, never had that before don't know where they are, be interesting to see where we go from here!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Stockport Shell Energy  
I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Glasgow Shell Energy  
Absolutely terrible! Please don’t go near shell energy broadband. My broadband connection is so bad that I cannot FaceTime from my living room or stream even with a repeater when I’ve had no issues with previous suppliers. They then charge you 15 to cease your broadband even once you are out of contract. AVOID AT ALL COSTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Tonbridge Shell Energy  
Terribly unreliable and very low upload speed. Never had issue with BT. High cancelation fees would avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich Shell Energy  
Shell Broadband have charged me the full termination fees despite leaving them becuase my new property was not capable of fibre broadband. But because Shell - could supply a slower connection - not fibre - they insisted this warranted full termination fees. So even though I wanted to stay with shell at my new address and transfer contracts, this was a no brainer. Very unhappy. Bad bad bad bad bad customer service. As a result they've also lost me as a Shell Energy customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Shell Energy  
First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Buxton Shell Energy  
This has to be the worst customer service that I have experienced.
The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
What a joke. I've given 1 star as I couldn't submit with zero stars.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton Shell Energy  
Impossible to get hold of someone to help fix the issue I encountered when trying to set up broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Menai Bridge Shell Energy  
Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
Also asked for Manager to call twice. Never had a call back. Avoid them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Shell Energy  
My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.

I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.

Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.

I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.

The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Scotland Shell Energy  
From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
  • Customer Service
    3 stars
Glasgow Shell Energy  
We are 2 weeks in with Shell Energy and I wish we had never signed up. Their internet constantly drops out (if using facetime/ wifi calling you will get cut off which actually happened on the call to them). Speeds are averaging 1-3 mbps not the 35 mbps promised, despite having no problems with other providers and being signed up to faster fibre also. Customer service non existant, no attempt to fix just bully you by saying an engineer can be called but you will be charged £120 if not their fault- how is this proved & why I am being blamed. They are not providing a service and don't escalate. Just don't sign up and spread the word
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Avoid. Internet always slow and drops out. Switched to a new service and they couldn't even be bothered to let us know when they'd cut the WiFi, I'm studying online so I'm relying heavy on the Internet at the moment so to be left without anything to access my lectures is ridiculous. They also lied to us about speeds in our area and said we couldn't get fiber or anything faster than 10mbps. Funny how we now have fiber and 70mbps.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Shell Energy  
Broadband keeps cutting out for a few minutes at a time. Signal doesn't get to the front room in our house. No matter when you leave in or out of contract you get charged £15. Its unavoidable. What a joke. Won't be using their broadband, fuel stations or energy again!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Chester Shell Energy  
Rude customer service, miss lead, broadband is unreliabily and very slow. Never ring you back when they say, don't deal with companys
Shrewsbury Shell Energy  
I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
St Helens Shell Energy  
We have just about given up on Shell Energy Broadband. There are major issues with the speed dropping to the point where you can't even load a webpage (streaming is out of the question) or the service disconnecting for up to a week. It has been continuous different issues while we've had Shell Energy Broadband and we're now looking to find a different provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Llangollen Shell Energy  
Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire, England Shell Energy  
AVOID AT ALL COSTS!!

Absolutely the worst broadband provider EVER! It even takes the title over from when we used to be on dial up.
It's slow as a snail but the that's not even the worst part of it.
It drops connections over 50 times a day. Trying to have calls with work without interruption is neigh on impossible. I can't wait to switch once I am out of contract. Pay the extra and go with a known established brand!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Shell Energy  
My review is about their pricing. I signed up through Martin Lewis Money Saving for a VAT inclusive deal. But they're charging VAT again on top of the contracted VAT inclusive deal. Although I got them to agree it's incorrect, they've still taken the wrong amount from my bank. I'll win in the end but this is hassle I could do with out. I thought talktalk were bad, this lot is worse. GRRRRRRRRRR.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcestershire Shell Energy  
Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Herne, Kent Shell Energy  
Problems from day one with the internet connection and the internet speeds. Upgraded from sky broadband to shell fibre optic and sky broadband was far quicker. Customer service is non existent. They take days/if not weeks to reply to mails and claim to have contacted me when in fact this has never happened once. 3 months later and I still have these problems but if I cancel they will want a cancellation fee so I’m stuck with a slow broadband. Will never use this provider again. Reccomend no one does!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Heywood Shell Energy  
STAY CLEAR AT ALL COSTS!! Worst company I've ever dealt with. I had no broadband at all, due to a fault at their end. I cancelled after the 3rd day after numerous phone calls & they had a cheek to charge me £110 for it!!
Heckmondwike Shell Energy  
Best company for speeds and contention.They use TTB as their Network i have used TTB resellers for the last few years and find them very good.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leeds Shell Energy  

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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.

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