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
    BECK ROW
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible,sadly I took advice from comparison website. Drops out most of day. So slow it's like dial up from the 90s.
    Hours spent on phone going round in circles tech support useless. Avoid this service if at all possible.
  • Reviewer
    Location
    Kilsyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really poor speeds- average 13.34 Mbps. Rude and aggressive customer service people when you dare to complain to them. Unreliable service which drops out for anything from a few minutes to 3 hours. Avoid like the plague.
  • Reviewer
    Location
    North Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been with shell since they took over from the post office, and they said dreadful I can no longer use my laptop as it constantly times out I can get an okay signal on my mobile but takes a while, I did hear octopus was taking over so I thought light at the end of tunnel I can use my laptop again that was until today when I find it's talk talk who will run the service, that's who runs it for shell, so sadly no change, so I will now certainly be looking for a decent provider asap....
  • Reviewer
    Location
    dorchester walk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    low broadband speed and when I brought they said the would be up to 17 but I get less than 5 if they told me it was less than I would went some else with better speed
  • Reviewer
    Location
    Canterbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Where do i start? We were taken over from postoffice. As if overnight our broadband was slower and dropped out more often then not for days at a time (many open reach visits and 3 new routers).

    The price rise came and i saw we could exit without fees so i decided to get out of the conrtact while i could (it was a bit of a god send especially when i was getting such a bad service anyway)so i switched, found a much better deal with guaranteed speed in my remote area.

    And when i informed them i had switched i got this haughty customer service agent tell me 'you cant do that, your in contract. If you leave it will cost you' i explained im leaving because your upping the price in a fixed term so wont need to pay and fees becuase it was shell breaking our contract agreement. Needless to say they then preceded to try and charge me and my new provider exit fees. Luckily my new provided managed to nip that in the butt quickly.

    Then we come to now, i switched got my final bill and i owed £0.00 and my new contract started on the first day of my billing month. I had to phone up on 5 seperate occasions to get a return lable sent to me to return the router. Eventually i got the label and returned it. But because they messed about so long i got a second final bill with £35 charges for non return of a router. I checked the tracking via royal mail and found it had been delivered 3 days after i posted it. So i phoned shell and told them id returned it and gave them the tracking, date they received it and the time. The agent said they had wavered the fee.

    6 weeks later ive had two more threatening emainls demanding payment for the router. I spoke to an agent today and was told that there is no charge,the fee was wavered and i shouldnt be receiving any emails. Then tried to tell me i must be reading the bill wrong. Well when it states in big red letters £35.00 debit needing to be paid by December i dont think im reading it wrong.

    I was told i cant speak to a manager or supervisor and i need to just 'ignor the emails, because they will stop Eventually'

    So my advice? Just dont touch this company, the broadband is slow and choppy. And the customer service agents took nearly 6 sweeks to email a lable to me. They just havent got a clue.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Is just absolute trash never seen such a bad broadband, TalkTalk all the way
  • Reviewer
    Location
    Kettering
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service. Was with TALKTALK before SHELL and never had a problem with internet connection, however, SHELL uses the TALKTALK service but is absolutely terrible. I even use the same router I used with TALKTALK but the internet connection is mediocre with very low speed 18mbps (Fibre broadband) and constant drop outs. Unable to stream any TV programmes :(
  • Reviewer
    Location
    Nottingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful experience, unreliable slow broadband. Speed was ok at the beginning but got progressively slower. I complained and the speed improved then got even slower than before to the point of being unusable. Couldn't wait to leave. After six weeks of not being asked to return the router I binned it then two months after termination I was asked to return the router and it would cost £35 if i didn't.
    I am a satisfied customer of Plusnet and previously Sky. Avoid Shell unless things change considerably theirs's has been a very poor experience.
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Unreliable broadband and customer services rude and unhelpful. Awful!
  • Reviewer
    Location
    England
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A few months ago, I decided to get shell as it was one of the only suppliers at the time giving a fair price for providing gigabit speeds; however, I wish I hadn't. The internet connection is constantly dropping, can range from 2-3 times a day. A few months ago I complained and my issues were never resolved, no one had gotten back to me. They constantly lie and say that on their end everything looks fine, it's probably something to do with my devices. As I have thoroughly studied networking, I know for a fact the issue is coming from them. Additionally, their troubleshooting helplines know nothing about networking and when they claim they provide gigabit speeds, what they really mean is 300-600Mbps. I would advise against signing up to Shell broadband at all costs!
  • Reviewer
    Location
    Surrey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Poor customer service,in dealing with faults. One sided, long wait times to speak to teams with poor follow up once you have got through. Teams are not forthcoming on relaying reasons for issues and delay to the customer. Broadband speeds are low and WiFi turns off intermittently for no reason. Poor quality routers provided.
  • Reviewer
    Location
    Coventry
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    This bunch of incompetent, inept idiots took over my fathers broadband from the Post Office. Due to illness in July I cancelled his contract and was told that 13 days of his monthly fee would be reimbursed STILL NOT RECEIVED. A month later they reopened his account and took £40, raised the issue with them, guess what STILL NO REFUND. On 4 occasions I have requested a returns label to send their router back, guess what NO RETURNS LABEL SENT. They have now charged £35 for the router, which I couldn’t return as they do not have the capacity to do something as simple as send out a returns label. Look for a bunch of incompetent cowboys to provide your broad back, they’ll still be better than Shell.
  • Reviewer
    Location
    Runcorn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    total crap it's off more times than on..going to my solicitors on Monday to see if can cancel without penalty...if it was me..charging for a service like shell I would be in the dock for fraud
  • 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
    Norfolk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I joined shell due to a promotion via SAGA.I then lost all internet one day about 7 weeks ago, which is very bad as I work from home. I phoned shell, waited 45 minutes for a response. They told me they would speak to OPenreach, but "if the broadband was working when Openreach arrived they would charge me £60". That evening 3 of my neighbours, (Only a few people live along this quiet lane)said they had the "no internet" for hours issue, and had already spoken to tHEIR supplier, so Openreach were coming already. In fear of THEIR engineer fixing the line before my engineer arrived,and me being fined, I called Shell and said cancel as Openreach were coming anyway. Openreach failed to fix it. The internet has now been lost for me and my neighbours EVERY day from 11.a.m to late at night for 7 weeks! For 7 weeks endless engineers have been visting the Drove, and nOT fixing the issue. MY neighbours have been given new routers (which didn't fix the issue) and also compensation; I have not as I was naive enough to cancel, a dnot waste people's time as engineers were coming anywa. I decidedto phone Shell again, they could surely SEE that the line/my internet for which I was paying had been lost every day for 7 weeks. MY neighbours (with B.T.) could access the internet logs to show the history of the "drop outs". My rotuer does not allwo that, so I asked Sheell (another 40 minute wait) for the information to back up my complaint. They cut me off, and didnt phone back. 3 days (of no interent!) later I phoned, complained, and was promised they would get the logs to me by "2pm that day at the latest". 4 days later still no contact. I then wrote an angry letter to "Complaints" that they had not fixed the internet, not offered compensation, not apologised, and not got back to me once. That was 2 weeks ago. So far I have yet to have ANY reply or ackowledgement whatsoever; they do nothing at all. Other than still taking money from me every week for a service they are not providing, and a customer help line that doesnt help, and people who promise to get back to me who never do. I have sent one more email cataloguing this appalling sequence of disgraceful "service", demanding the record of my dropouts so that I can send to the ombudsman, and to show their financial dept to verify my just desire compensation. I have still had nO response or apology or contact of ANY kind from anybosy in their "organisation". NO RESPONSE whatsoever. I am now having to seek out the address of their C.E.O to find out why their help line does not help people, why whoever runs their help line does not sack the so called helpers. I was in management for 28 years, I have truly never EVER known such complete lack of interest or effort or respect to a paying customer in my entire life. They are a total disgrace, and simply should have their licence taken away as a provider. I can only assume they are refusing to rspond because they know that once I have the evidence of the hours and days of lost interent they are aware that will take it to the Ombudsman, Gloria Hunninford "Rip Of Britain", and anywhere I can. To NOT even respond is simply unacceptable behaviour, and I have written to and spken to 4 different individuala, all of whom promised to get back to me with the logs etc, all og whom presumablty then put the phone down and tore up the complaint. So it is not one bad apple. It is symtomatic of the entire appalling "organisation". Yes, I am furious. Do NOT go anywhere near this disgusting company.
  • Reviewer
    Location
    Telford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Total rubbish. Moved from Sky 12Mbps to Shell 50Mbps. The slower was far far better. No point in having a broadband connection a mega speed that takes 2,3 or 4 minutes to connect to something as simple as the BBC and even then starts buffering in the middle of a program. Only committed for a year so will go back to Sky ASAP
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    My broadband has failed 3 days in a row. Tried several times to call Shell - one time yesterday held in for an hour then they hung up. Don’t answer emails - zero customer service - should never have gone with them after buying from Post Office. Avoid
  • Reviewer
    Location
    northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    AWFUL!
    I was with sky for years (no problems at all) but couldn't justify spending £33 a month for just internet. I switched to Shell at a deal of £21 a month roughly.

    I have been with them a total of 2 1/2 months, the INTERNET KEEPS DROPPING its almost every half hour, probably less... YOU CANT STAY CONNECTED TO PS4 for even 10 mins. (Elden Ring came out! come on man!!!)

    I have tried multiple times to contact them regarding the issue to be waiting on hold for up to an hour with no response...this wasn't even at peak hours.

    I dunno if it was just my stupidity but you cant pay the bill as simply as you can on the sky website. So unless theres a Direct Debit, it is just annoying. (as i said though, could just be a me problem)

    DUE TO NO CUSTOMER SERVICE AT ALL, I have returned to sky and will be reconnected by the middle of this month for £27 instead.

    THE LEAVING FEE (LMFAO!) OMG dont even get me started on that. They have no customer service, awful reliability and then have the cheek to try and charge me £270 leaving fee.... As soon as I received this email i promptly cancelled the Direct Debit. I refuse to pay them for leaving a service they didnt even uphold to their end of the contract. and Ill be damned if they think they can take that much off me lolz!!!!!!!

    AVOID.
  • Reviewer
    Location
    LLandudno
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill. Many phone calls where they had told me I hadn’t returned the router (I had) and several final bills which included charge for non return of router. I asked several times for correct bill and they eventually without warning referred me to collections agency. I called the agency immediately and they had the correct amount which I paid over the telephone immediately. Avoid this company Poor Broadband and extremely poor customer service.
  • Reviewer
    Location
    somerset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    what words can i say about first utility, well i was paying £18.99 a month for broardband when i left first utility energy my broardband went upto £23.99 for a servive that was well below par.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In my opinion this company must be run by rude idiots. Although they are supposed to be doing calibration, they give NO warning when the service stops, maddening when playing chess online & winning, never mind skype etc. It's like a very rude person who barges into a private conversation, no manners whatsoever.
    They should ASK for permission to do calibration, also giving an option to delay it for a while at customer discretion.
    As it is, upload speed is about 0.2 - 0.3 Mb/s, when their competitors have got it up to 0.9.
    AVOID this CRAP company.
  • Reviewer
    Location
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company for broadband I have felt with, I have not once received the promised 63mb of Broadband in my home and after months away at work finding out they would not deal with my wife. So for 5 months we have not received the speeds we are paying for and have never received the phone line we are paying for. I get home from work and raise a complaint and they proceeded to do nothing for 2 weeks until I then lost the broadband completely, I contacted shell and they sat for 2 days until finally they decided to say they will send out an engineer to resolve it. When the engineer comes he managed to fix our internet but even noted that the speeds weren’t even half what I was meant to get. I then call again to complain and am left on hold for 30minutes and am then told I have to wait 24 hours to speak to a manager. In the mean time I ask how I can cancel my contract early and am told there is now way I would be aloud as it is still another 10 months until it ends. After waiting 3 weeks I still have nothing done about my speed. Which is currently at 1mb with a max of 5mb.
    DO NOT USE SHEEL. If you want Fibre Broadband Get Virgin as they are the only ones that have dedicated lines. I should have went with them from the start.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    They are dodgy so don't choose them.
    First of all when you opening a shell energy account you can create a broadband account too so they offer both services in one phone call but when it comes to terminate your contracts when you have to terminate it due to relocation, then you can not expect a fast service and one by one you have to call their lines. So, they are really terrible and time wasting and average make you wait on phone call 10 minutes and also on the top of it it takes 5-10 minutes the actual talk. So to terminate my broadband I had to make 3 phone calls because they don't provide an email service at all to terminate broadband service and their router return self-service barcode creation link is down. So I had to spend 1 hour at least for too much hassling.. Their IVR system does not make sense either, you provide your name, your all details but an agent ask them again..

    secondly, they send me an email and a link in it to create barcode for returning router and it gave HTTP 404 error when I clicked it, so it means their server is down, actually they are not providing that service. So I had to call again and waste another 20 minutes.

    Thirdly they issue 1 month bill even if you do not use anything that month. I terminated my contract 3rd of March, 00:00:01 they deactivated my internet so for 1 seconds or 0 second usage they requested 1 months bill apart from 2 months early leaving fine.. They could easily offer me to terminate it 2nd of March so that I did not have to pay 1 month extra but they did not.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Don't bother with these charlatans. Purchased a broadband package from Shell and was told that I could retain my old phone number. After the service went live they then told me that they couldn't retain it, so now I've lost the number. Also you have to wait half an hour to get through to an operator.
  • Reviewer
    Location
    Halifax
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible internet, WiFi crashes every 5 minutes and sometimes doesn't work for days definetly will be cancel. I have the internet for a few months now, and it's been the same horrible problem.
  • Reviewer
    Location
    Larkhill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were with Post Office who then sold their service to Shell - without telling us by letter. We later found an email lurking in 'Junk'. PO service wasn't 100% but inexplicably Shell seems worse (same router!) I am using so much data on my phone despite being connected to WiFi because its just so poor. Twice in the past two months it has completely dropped out while I've been working from home, booting me off calls with patients. 100% do not recommend.
  • Reviewer
    Location
    West Sussex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Please Avoid! Gone from 50Mbps with Sky to averaging less than 10Mbps with Shell, whilst paying for 75Mbps! They tell me it's to do with the positioning of the router/number of devices connected which is absolute rubbish as everything consistent vs previous Sky setup. Will be cancelling and going elsewhere.
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I was transferred by Post Office to Shell Energy . Why did Shell Energy think they had the expertise to take on broadband. Like other reviewers, my trying to contact customer service is impossible. I had no problem with them until I had to start accessing via the webmail. Since then I have had to change my password dozens of time because message states for me to check caps lock and re-enter correct password. Am then told backup email address not recognised and to use a post office email. What's the point of that when I cannot access email. I have emailed a complaint, written a complaint and to date, no response whatsoever. Like other reviewers, if I could give zero star, I would. I am close to moving to another provider but the thought of having to advise everybody re new email address is putting me off. PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.
  • Reviewer
    Location
    Cheshunt
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible! In the 3 months of being with then we didn't have 1 day of good broadband. We were constantly rebooting the router and restarting the box. Every time my son tried gaming on his pc the Internet would loose service and the rest of the house couldn't use their devices.Trying to get through to customer service was just as bad as I'd say the average time to get through was about 1hr. An engineer came to see why we were having so many problems and said we needed a new router but shell refused to supply 1 for free saying I'd need to pay for it. The final straw was when we lost Internet service 32 times in 1 day! Eventually shell agreed that I could leave with no fees to pay as I was not receiving my contract service agreed but instead of disconnecting the broadband on the actually day agreed they disconnected the service the night before so we were left with 1 day of no Internet. We only decided to change our broadband provider to shell as they were cheaper but to be honest I wish I hadn't bothered. My advise, always read as many reviews as you can before switching broadband provider as I wish I had researched more before agreeing to move with their service.
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Woeful. Has caused me no ends of problems with work. Most of the time I have to use my phone as a hot spot. Ended up having an interview on my iPad because the internet fell off.

    Terrible customer service. Tried to complain then cancel as it wasn’t working. They stated they would have to charge us.

    My current account closes 5 days from post of this review. Broadband has completely stopped. Now on hold to customer services for 24 minutes.

    AVOID
  • Reviewer
    Location
    Tamworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Avoid. I moved to Shell Energy as the provider is was with said I couldn’t upgrade to ultrafast broadband but Shell Energy said I could. Shell said if I moved to them after a couple of weeks I could upgrade. Since I’ve moved over, devices keep dropping out, sky drops out every night so we can’t watch TV, the internet is totally unstable. I’ve rang customer services and asked to upgrade and they’ve said I’m on the highest broadband speed available. So they lied to me to get my custom. I complained about the instability and Shell said the problem is with me, but I never had this problem with my previous provider.
    I’ve put a complaint in about lying and the instability still waiting to hear from them. I’m really not impressed and will move away from Shell as soon as I can.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched from BT to First Utility less than a month ago based on a recommendation of the scouts they've set up at Currys PC world. I was told their service was just as good as BT but cheaper. The boradband service is absolute trash I've complained a few times.BT actually warned me about the service and they were damn right. Now it will cost me more because if my wifi speeds doesn't improve to the BT levels I'll pay off the rest of the contract and leave them, can't survive this rubbish service for another 17 months. The frustration will kill me.
    nobody should move to them just because they have cheaper prices, their service is also cheap trash.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am absolutely dissatisfied with how poor Shell broadband is. I am having issues trying to get them to close my account because I refuse to be with them for a second longer. I signed up with them which was the biggest mistake I made and now they’re trying to see if I can get out my contract or what the fees will be. This is an absolute disgrace considering I’ve had a very poor broadband that went on and off constantly I was forever having to turn the router off non-stop issues had to get an engineer out to tell me there was nothing wrong with my line which was a lie that Shell broadband told me over the phone and then to make things worse when I asked them to close it this is now the third time they’ve still not closed my account. I moved on to another provider.I am refusing to pay for a service I didn’t receive and this company should be avoided at all cost . If they continue to expect me to pay for leaving early I shall take it further
  • Reviewer
    Location
    GRIMSBY
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    My broadband account with the P.O was changed over Shell energy,the contract expired end of July 2022. Icould not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
    I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router.I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman.
  • Reviewer
    Location
    Sutton Coldfield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Just finished an 18 month contract with this useless Broadband supplier. I would not recommend it to anybody. Broadband speeds and downloads are appalling. Phone calls to their Customer service is a complete waste of time. Nothing is ever resolved. Accused of not connecting the router correctly and wanted to charge £65 for an engineer to visit. I had nothing but problems trying to remedy the slow speed and was paying for a service which wasn’t fit for purpose. Now using another provider and the improvement is staggering to what it was with Shell. I do not recommend this company and would advise people to avoid being ripped off and disappointed.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Deviously was with talk talk who have terrible customer service and also a few technical issues. Ever since I moved to shell energy the wifi keeps dropping out and line speeds are super slow, no where near the fibre I am paying for. Two openreach engineers have visited, the last one saying they cannot find a fault in the line and the issue must be the router, since shell rent the line from talk talk. Shell initially refused to send me a new router but after contacting them again they agreed. Now wait g for new router to see if it fixes the intermittent and very slow broadband.
  • Reviewer
    Location
    Walsall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Honestly - don't bother! I hardly ever leave bad reviews but Shell Energy Broadband are the worst. I'm meant to have fibre broadband but my speeds are always between 1-3MB. I asked them for help several times and they either told me that it was a problem in my area (it wasn't) or tried to charge me to get someone to come and look at it. I've finally cancelled and found a better provider. But despite being out of contract, they've still charged me £12 for the pleasure. Terrible.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I normally don't leave reviews, but this company deserves every single bad comment they receive. The customer service is the most unqualified, unprofessional and rude I ever seen. Got hang up 3 times, just apologies but not actual help with us trying to cancel the contract as they are breaking it because we don't get any stable/reliable service. We spoke with Bethany, a manager, completely useless just re-reading the manual without listening to us. We work as well on Customer service so we are no fools on your illicit tricks.
    Avoiding a person to cancel a broken contract because we should not be charged on the fee termination, is completely unacceptable.
    We have been 1 month and a half with internet connection dropping off every hour. Connecting, disconnecting. The speed is laughable, at best gets to 10MBps, now is at 3,8MBps.
    They sent 2 engineers, they did fix things for some hours. Then crashed again. They pretend to send another one and if the engineer doesn't finds anything we will be extra charged.

    The Customer service is non-existance, the service is non-existance, the managers are a full joke. Probably the worst company ever. They don't care for customers, they don't care for internet provided, they only care for money income.
    Now make sense why they are the only ones that doesn't accepts the voluntary Code of Practice.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I signed up with Shell and went live on 24 August. The price agreed was £20.99 per month inclusive of VAT for 18 months. I received the first invoice on 3 September charging £25.90 inclusive of VAT. A 25% increase and without any notice to me that they intend to increase prices. Customer services told me that prices were increased on 1 September but could not explain why they were increasing prices only 7 days after the commencement of the contract and why it is increased by such a high percentage. Shell also could not explain why they had not provided me with notice of the price increase and why at the time I entered into the contract they did not disclose that prices would increase on 1 September. I made an official complaint but I am not holding my breath. Fortunately I am within the 14 day cooling off period and I will transfer to another provider. This is a very shabby way to market for new customers and run a business. I intend to inform Ofcom and also cancel my direct debit in case they try to charge me for the full contract. Their practices are so lacking in integrity that I would not be surprised if they tried to do that. Stay clear of Shell.

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