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
    1.7 stars

Based on 265 customer ratings since 2023-05-28 (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.

1,469 Customer Reviews over 37 pages

  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The worst company I have ever dealt with. Had no broadband since 20 May ( now 14July) . No explanation from Shell. They have not responded to letters or on- line attempts by myself . You wait on phone until you give up. Dreadful company.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    It has been 20 days still no internet nor has the order even been confirmed.
    I'm stuck in the middle, they won't cancel the contract nor set me up.
  • 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
    Shrewsbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Over priced, Shell sided contact. Frequently boosting the fees. Worst ever!
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you don't improve broadband speed and continue to ignore customers comments definitely everyone turns to another supplier.
  • Reviewer
    Location
    Tunbridge Wells
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Terrible customer service - I've been on hold for 45 mins yesterday and another 30mins today, so far...
  • Reviewer
    Location
    DERBY
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Suggest dont go with it.. horrible customer service.. never picks the call, long waiting times.. internet keep fluctuating and raised many complaints to date on very low internet speeds to what promised. next time i should go with some service provider not linked to openreach..
  • Reviewer
    Location
    Chesterfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely disgusting customer service rang them over 10 times to fix a problem they had caused,
    Every Time a new agent was passed on to me they came up with a new way to screw me over and said the agent before them hadn't written it down to what the discussion was before, they have charged me triple my plan, THEN Forced me to pay £190 for the direct debt they messed up and even admitted too! they've owed me £40 i have an email proving they would add it to my account 3 months later still nothing done about it but more excuses, the last straw for them was when i was contacted by a payments department agent and she even admitted that sometimes they dont know what they doing and that the company isnt perfect. Great member of staff you have there shell. But i think they need more training. Customer service is so shocking

    AVOID AT ALL COSTS!!
  • Reviewer
    Location
    durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    IMPORTANT : Read this before taking this broadband. Please note that the customer service is very poor. Also, the broadband does not provide any security especially when you have children at home. The company does not have any account for broadband customers.
  • Reviewer
    Location
    Lowestoft
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    As a vulnerable disabled person who is very reliant on a reliable WiFi, Internet service I totally regret signing up with She'll Energy as it's extremely unreliable
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Shell for 18 month and that was one of the worst broadband experiences so far for a number of reasons:

    - misleading advertisement - ad was promising 11 MBPS, I ended up getting 4-6 download and less than 1 upload. felt like a dialup modem
    - bad router - constant disconnects from my laptop, very annoying
    - engineer required to come and fix something on their lines after half a year of constant calls to the support
    - on the way out they charged me for 4 calls I never made (my landline was not even connected) and I discovered only when they charged over 5o quid to my account. Again calls to the support and refund which is not yet paid in
    - mandatory return of the router with charge if you don't print a label and send the old router back (useless piece of kit in the first place).

    Summary

    Required hours on the support calls, some issues never got fixed, overcharging and just poor connection quality. Would recommend to steer clear.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Terrible customer service, the likelihood of speaking to someone in less than an hour is close to zero, not to mention if you do manage to reach through to someone they might hang up on you imediately - extremely frustrating!
    My broadband has been unreliable and slow since the start of my contract and had to have multiple engineer visits. You have tried charging me for the latest one whereas a fault has indeed been found on the line. Your company is simply trying to steal money from honest people and this is absolutely appalling...
    One advice - never sign up with Shell Energy, run!
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have been with Post Office Broadband for over 5 years,, I always pay my bills 12 months in advance (I don’t have/utilise a landline), I have received my 1st bill from Shell!!!,, in October last year(2021) I was £268+ in credit, I pay £17 a month,,it’s now April, I know I have plenty of credit in addition to a £40 credit from the Post Office in the interim,, because of service issues. I have phoned she’ll over the last couple of days,,after 45 minutes the line is cut!,,needless to say I have not spoken to customer svs whatsoever, I also emailed Shell advising with proof of my credit with Post Office,, I received an automated email back stating I was not nor had any credit!!, I know I will be cut off for non payment, but I am in credit until at least the end of the year!!,, this is my first experience with Shell and would advise any potential new customers to STAY CLEAR AT ALL COSTS, I am unsure what to do now as I just would like to speak to somebody from Shell,,my login for Post Office will not work on Shells. Absolute nightmare
  • Reviewer
    Location
    Bolton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    This company are appalling. Broadband is constantly crashing. 2 engineers booked, 1 came out no internal wiring/router problems now charged £80 and still no broadband. How can i get away from them. Do not use this company
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    elderly parents moved into new home, decided to keep the existing service, all fine on the day of new activation then suddenly the landline number changed and the broadband stopped working, after a 2 hour customer service phone call where I spoke to no less than 6 people from various departments I was told an engineer would be sent, never arrived on that day, called again and another ticket raised, I have lost all confidence in them resolving this, hopefully I can cancel in the cooling off period, it really shouldn't be this hard.
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke. Do not use this provider! Impossible to connect some devices and the connection is down more often than it actually works.
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I am coming to the end of my contract and will be leaving asap. I have to restart my router about once a day because the service keeps dropping. I have never had this with any other service provider. Shell's offer of fibre for an extra £2 a month would have been tempting but I am sick of constant problems. Be warned; do not go with Shell.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    disgusting company, with them for 12 months, returned router but they decided I hadn't and passed my name now I have bad crdfit rating, I won't be buying anything Shell in the future!
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    My wifi is so shocking and very poor. The wifi justs keeps going down . Customer services is very poor. I'm cancelling my wifi and don't recommend it to anyone.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really SLOW broadband speeds - I changed over to Shell Broadband and the service speeds I am receiving aren't even enough to watch Netflix without heavy pixelation. Their solution: I should be plugging my devices into the router by ethernet cable rather than using wifi. Ridiculous!
  • Reviewer
    Location
    Leicester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had no problems with the Post Office broadband. Since it's been with Shell I've had multiple dropouts. I've had several engineer's visits and poor cutsomer service. I'm supposed to get between 35 and 45 Mbs speed but it drops to as low as 11 Mbs. I complain and it's raised to 36 Mbs and a few days later it starts to creep down. I then have to spend the best part of 30 minutes on the phone trying to make contact with customer services, sometimes getting cut off during the wait and then ..... start all over again. They're cheating me and robbing me of the service I'm paying for. It's a breach of contract and now, after several weeks, I shall make my formal complaint to Ofcom
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Nothing but issues since Post office switched us over to Shell. They have been slow to deal with any issues.
  • Reviewer
    Location
    Stafford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Migrated from Post Office after many years of excellent service The service from Shell in every way rubbish I have tried to move to another supplier and Shell have blocked this do not sign up to this company
  • Reviewer
    Location
    Ne158pl
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell says you have 28 days to change your mind, when you ring up to cancell ur broadband the say the will charge you £247 fees unless you give them 30 days to try and fix your problems, they are a load of bull, don't do it.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Definitely the worst broadband provider ever on planet earth. Connection began to drop since December 2019 and have had to call them to repair it for 6 times, with them booking BT engineer for 3 times however after each visit the service begins to go off again after 2 days. I was forced to listen to their t&c every single time without exception even though the person on the phone provides absolutely no help at all. Worst of all is it is not possible to cancel the contract even though the service goes off on a weekly bases and a they’ve had to book a BT engineer over and over again. This company is disgusting and should be avoided at all costs!! Absolute waste of time!!!
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I would never usually bother to leave a bad review but feel the need to share about avoiding Shell!
    Unfortunately the only positive thing to say about Shell is that the internet is ok (if it works) but the customer service (if you manage to get through before being on hold for an hour) is terrible. I’ve been lied to about my rights, had issues with resolving any internet problems (seems to take a while to resolve anything, even when the internet doesn’t work at all). The router they send is terrible and randomly died but Shell didn’t take responsibility and charged me for an engineer visit (which they later refunded after multiple calls disputing). I’ve had issues with connection and speed. Whether it’s zero internet or bad connection and poor speed.
    Even when leaving them recently as near the end of my contract, they caught me in a trap of believing what they said that when I would move provider, that the new provider would take over their line - without actually saying that I need to ask the new provider for an “in-line takeover”. They then said that I hadn’t cancelled my contract when I had initially called (with plenty of notice) and offered me to stay with them. Now that I’m my last few weeks of the contract, I currently have no internet.
    If you want bad customer service and multiple internet issues to make your life more difficult and stressful, go with Shell. Otherwise, I’d advise staying clear!
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I regret switching to Shell. Don't do it.

    1) I only found out afterwards that hidden in the terms and conditions is a £12 charge if you leave even if you haven't done anything negative. No other provider does this and it's anti-competitive.

    2) You have to actually send the router back or you get charged something like £30 so make sure you keep the router, box and label it comes with! Again, no other ISP that I know of does this.

    3) I had problems with my internet constantly going off which never happened in over 15 years of living here with any other ISP. Speed was also poor. I suspect the problem may be their rubbish router since I went through all the troubleshooting with no issues but their customer service is dire and they want to send out an engineer which is a massive pain. The problem fixed itself but we'll see how long that lasts.
  • Reviewer
    Location
    Chester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I don’t usually write online reviews but wish to try save anyone else from purchasing WiFi from shell. It’s frustratingly slow and CONSTANTLY drops out. I previously had sky internet and had no issues - lured by the shell deal unfortunately. I live in a small apartment and watching tv in the bedroom a few metres from the box is impossible - Tv works perfectly fine when I stream programs using my 4g which I now have to do all the time. Also the cancellation period is 14 days after you start the contract but you won’t get connected to the internet for at least 14 days! Brilliant!
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    shell broadband are an utter shambles! I moved over from plusnet, getting 17 Mb/s, and with NO problems but with cr@p shell, I'm only getting 11 Mb/s, why?
    Worse, 35 days into their 'service', I've had random disconnections every day which they are unable to explain - or fix. Basically, they couldn't care less, and their staff are useless, including the executive resolution team.
    I've wasted hours on them now, with at least 3 phone calls of a total of about 2 hours and at least 17 emails to them.
    AVOID like the plague.
  • Reviewer
    Location
    chichester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    i was taken over from post office who were very good-shell customer service does not exist,it takes aweek for them to reply to a email,there bill management is incompetent and VERY aggresive-ime changing providers asap
  • Reviewer
    Location
    Runcorn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Absolute rubbish.paid for higher speed and it's exactly the same
    It's a big con
  • Reviewer
    Location
    Merseyside
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We took a contract with Shell Broadband when we where ready to connect the router did not work rang Shell after several minutes I managed to speak to an engineer try few thing no luck told they will get me a new router. After 3 days contacted them and I got told they were going to repair my router from their factory and it will take 48 hours. 3 days after contacted them (weekend)I will have to wait for another 3 days or more. Cancelled it send me an email asking me to paid £78.+£12 for cancelling our contract good firm to deal with...
  • Reviewer
    Location
    Rutland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have never received the speed I understood I was sold for. I plugged my laptop directly to the router by cable connection. I used the Watchdog Broadband check while talking to customer services. I was then asked to provide speed data over 3 days. This I did but they say the speed checker I used is not valid! I believe Watchdog from the BBC must be acceptable. I will change provider as soon as my contract expires.....
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been the first utility customer for 18 months! As I had to move house I had to stay and prolong my contract for another 18 months so now I have 6 lengths left. First year was OK. Now, the last 6 w notes since I moved to the new house were a joke. Internet was slow, unreliable. Theirs customer service said that they can upgrade me to fiber for 24 gbp and I negotiated that this will be only for the remaining 6 months. Otherwise I would have to pay exit fees! Also, I ensured that they will drop the contract if the speed is not as we agreed on the phone. If yiu can avoid that company please do! If not then ensure you have all terms and conditions clarified with as they will black mail you or robe you!
  • Reviewer
    Location
    Prees
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Just awful. The speeds are fine, when it works. It takes forty five minutes to get anyone on tech support and the advice is to plug devices in with Ethernet cable!

    And they are going to charge me to leave early. Despite the fact that they are not providing a decent service.

    Avoid at all costs.
  • Reviewer
    Location
    Wimbledon, London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I got shell broadband last year just waiting for its 18 month to complete.
    Speed is totally unreliable
  • Reviewer
    Location
    Halstead
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    What a awful service signed a 18th month contract with them for broadband and phone calls when the bill comes in its higher than original agreed phoned them up and got absolutely nowhere whats the point of agreeing a contract then the company does not abide to it if I could give them zero stars I would
  • Reviewer
    Location
    West london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Became a unfortunate customer when mypostoffice broadband was taken over by shell energy. Since then, my broadband speed has halved.
    Shell energy has prooved to be impossible to contact by phone and they do not respond to emails

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.