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

Based on 371 customer ratings since 2020-01-26 (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.

379 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newcastle upon Tyne Shell Energy  
Shell Broadband was absolutely fine until something went wrong! Dealing with their tedious , uneducated customer service staff is probably the most frustrating experience I have had with any supplier in my lifetime! Poorly trained staff with lengthy hold times. Usually on hold for an average of 30mins. But expect to be put through to someone who cant help, pass you on to another department, then you are cut off again ! Having to start the whole process again.
No where to pay bill online. Back at the start of my shell contract they were unable to physically set up a direct debit as they did not have the capabilities to do so.
I believe they have resolved this now.

Awful company. Had I read reviews before signing up with them I wouldnt of gone near them. Left now to slightly cheaper NowTV - no issues with their service or customer service at all and a direct debit set up with no issues.

AVOID SHELL AT ALL COSTS! THE SMALL AMOUNT OF MONEY YOU SAVE IS NOT WORTH THE HASSLE
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Manningtree Shell Energy  
Your broadband is about as useful as a chocolate teapot, i had a simple 259mb update ad it took over 6 hours with your incredible broadband speed i wouldnt recommned this broadband to a homeless man in a cardboard box i would rather go without, please in the future stick to yout petrol stations and discontinue your broadband service
Hemel Hempstead Shell Energy  
I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wigan Shell Energy  
Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Highcliffe Dorset Shell Energy  
Beware: They charge £15 cease charge whether you are in or out of contract.

I received an email in September from Shell saying how great they were as unlike other broadband companies they won't hike your price up and it will be kept at what I was paying during my contract. However I received an email this morning saying that they were increasing the price I was paying as they were upgrading me. I didn't ask to be upgraded and think this is pretty bad after they said how much better they are than other companies and then proceeded to up the cost of my broadband.
I've now asked to move because of this price increase and they have told me there is a £15 cease charge, which I have never seen with another broadband company I have been with. I've been with Sky, Plusnet, Now TV and BE over the years. I think this appalling customer service and will be making sure that I don't recommend them to anyone going forward.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Shell Energy  
I signed up in 2019, got a good price with a chunk of cashback after 3 months.
My first fibre b'band and it's great. 40Mb/s, steady, never drops.
I was expecting the usual price hike come renewal time and called Customer Service. No waiting, they called me back promising no increase so I'm happy for another 1 year contract.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Shell Energy  
Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scarborough Shell Energy  
We pay for 38m rarely get this usually 20s a few times 6ish.
Read reviews before you buy, then go with another provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West midlands Shell Energy  
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  

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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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