Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.6 stars
  • Customer Service
    1.7 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 291 customer ratings since 2023-04-20 (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.

1,452 Customer Reviews over 37 pages

  • Reviewer
    Location
    LARGS
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had this broadband package about a month now had no problems at all in fact I would say it is better than my BT package that I had before as with BT everything would buffer and that was with superfast fibre with first utility I just have the basic cheapest package and so far its great. I think its just your luck and where you live to be honest.
  • Reviewer
    Location
    Horsham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Just for balance I have been with Shell nearly 18 months and had really reliable broadband. They contacted me 3 months ago with an upgrade- how much did I have to pay- nothing. seemed too good to be true and I was suspicious but I have now got 70-100mbps reliably up from ~40 and my bill is the same!
  • Reviewer
    Location
    london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very pleased with service now for many months,no problems at all. Same as any other top service provider but a lot cheaper.
    Well worth the switch and a happy customer.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Plugged in and worked straight away, excellent speed too. Impressed.
  • Reviewer
    Location
    Dundee
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was concerned about negative reviews on shell broadband and going ahead with it but for a WiFi shared with 6 people (superfast broadband) it’s been excellent speed and reliability and value for money. Highly recommend for those wanting fast broadbands on a budget
  • Reviewer
    Location
    KENT
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Fast and reliable and the same speeds as BT who i was with for 8 years.
    VERY PLEASED.
  • Reviewer
    Location
    london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Nice speeds and netflixs works excellent for me.
    A consistence and stable connection for quiet a while now.
    Switch over was hassle free and exactly what i was told.
    Saving money too. Happy days. xxx
  • Reviewer
    Location
    Rochester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Really impressed so far, no hassle setting up and really fast speed considering it's only standard package
  • Reviewer
    Location
    Torbay
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Having been on standard broadband with a few resellers (EE, Sky, Post office) I wanted to upgrade to a faster fibre service. One our previous suppliers we'd get disconnecting issues or really poor speeds in the early evening. Signing up with Shell was easy and a good deal, their router appeared a week before 'go live' and was a good bit of kit for a freebie (dual 2.5 and 5GHz Wifi, USB network file access, clear and easy admin panel). On change over day I was emailed at 4am, plugged in the new router and it worked. For the first few days we only got 15Mbps as a top speed (still better than our standard broadband! ever was) but then after a remote reset (part of Shell's line testing/setup) we've been at just under 30Mbps since - which is towards the top end of what we were told. Haven't had to contact customer services (a first when switching suppliers at this address!) so hopefully it'll continue like this.
  • Reviewer
    Location
    Runcorn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
  • Reviewer
    Location
    Bedford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have been with First Utility for Gas and Electricity for around 4 years and never had a problem so was happy to take their Broadband. Get close to 80Mb on fibre at a great price. I have been with them for nearly 2 years now and service still great and price still the same, haven't seen a big price rise at end of first 18 months. Would thoroughly recommend.
  • Reviewer
    Location
    west london
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have to say we are both happy with the service and speed. Friendly and polite. Thank you.
  • Reviewer
    Location
    Oxford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I cannot fault Shell Broadband. After reporting a fault on the line of Friday, the technical team arranged for BT to attend between Tuesday - Thursday the following week, BT arrived at 9.00am on Tuesday and fixed the fault.
    You cannot beat Shell Broadband the cost for Ultra fast broadband, and it works !
    The call centre are professional in answering your queries, it does take a while to get through.
  • Reviewer
    Location
    Lancashire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    On occasions there has been a long wait for customer service, and for a while there were problems with the WiFi. However, these were sorted out by an engineer and all is fine now. Shell Energy Broadband is very good value and I am happy to be with them.
  • Reviewer
    Location
    MALVERN
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    After a few weeks of phone calls my issue has been resolved, faulty cables so now fixed. I suppose these things happen. Very good customer service today.
  • Reviewer
    Location
    Romford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was told by a friend to use this service and i am happy i did.
    I have saved money for the same service and speeds.
    Never disconnected and good WiFi.
    No regrets.
  • Reviewer
    Location
    Otley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    It's 2 months since I switched to Shell Energy Broadband on my rural ADSL line. Due to distance from the cabinet / exchange, my speed has never been more than about 2mbps down and 0.5mbps up.

    Initial setup on the go live day was fine. The supplied router is plug and play. Make sure you use the RJ11 cable that comes in the box. It is 4 core whereas many other cables are 2 core. I tried a good (shielded, just 25cm) 2 core cable and found that my line speed halved.

    While getting the supplied router up and running was a breeze, things get a bit more complicated if you want to use your own hardware. You need your ADSL user name which can be seen in the router's web interface, but the password is hidden. I rang the technical support team who gave me the password over the phone.

    My first bill was high than I was expecting which is a bit of a worry when you're dealing with a new supplier. On looking more closely, I'd been billed for about 6 weeks which is why it was more. This could have been communicated more clearly.

    The service is working really well for me. I've got broadband that's as good as my previous service with the added benefit of anytime phone calls.

    I know about the "disconnection fee" and will surely query this if it's applied when the time comes. OFCOM guidance is that it can only be applied where the provider has actually incurred a fee themselves so as a consumer, you are entitled to ask for proof of this.
  • Reviewer
    Location
    Chadwell heath
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Excellent speeds and connection.
    Very happy.
    Thank you.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Swapped from BT infinity to First Utility. No problems at all, I haven't installed the First Utility router, just left the BT hub in place and it all just works. BT speed was fine but the price was not. Not notable difference in speed. So far so good. Not sure about customer service as I haven't tried to use it.
  • Reviewer
    Location
    Canterbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Does what it's supposed to - no issues so far but haven't had to use customer service yet. Better than the Vodafone I had before
  • Reviewer
    Location
    KENT
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Switch over to first utility when i realized what i was really paying for my broadband and phone connection.
    Connection is good and has never failed since the switch.
    Excellent value and a great saving.
    :) :)
  • Reviewer
    Location
    Denton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Joined Shell broadband after Years of BT. Maybe I'm one of the lucky ones but so far Shell is ten times better!!
  • Reviewer
    Location
    essex
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Very pleased and all good.
    I work from home so use the internet all day long.
    Its never let me down so i can only praise the service.
    GREAT..
  • Reviewer
    Location
    Leicester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Disappointed with Vodafone Broadband's False Promises and Lack of Customer Service

    I recently received an enticing email from Vodafone Broadband, promising an upgrade to my broadband service at no extra cost, along with £100 in Amazon vouchers. Excited about the offer, I eagerly awaited a text to schedule an appointment, as stated in the email. However, over two months have passed, and I've yet to receive any communication regarding the upgrade or vouchers.

    Frustrated by the lack of action, I reached out to Vodafone's customer service, only to be met with confusion. None of the representatives seemed to have any knowledge of the offer, and instead, they attempted to sell me a new contract without honoring the promised vouchers.

    What's more disheartening is discovering that new customers are effortlessly offered the same £100 vouchers simply by switching online through comparison sites like uSwitch. It's evident that Vodafone values acquiring new customers over rewarding loyalty.

    As a loyal customer who received a promising offer via email, it's incredibly disappointing to be left in the dark and denied the benefits promised. Vodafone's failure to deliver on their commitments and their lack of transparency regarding existing customer rewards have severely tarnished my perception of their broadband service.

    In conclusion, Vodafone Broadband's false promises and poor handling of customer inquiries have left me thoroughly dissatisfied. As a loyal customer, I expected better treatment and transparency, but unfortunately, Vodafone has failed to deliver on both fronts.
  • Reviewer
    Location
    Fife
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
  • Reviewer
    Location
    Yateley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    After a very shaky start we now have excellent Broadband. This is down to the customer service team who eventually listened and acted. Can't fault the team for courtesy and efficiency.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Faster and More stable than TalkTalk, which I find strange as its TalkTalk that's actually providing the service. The downside is their cheap routers, which means crap wireless connections
  • Reviewer
    Location
    Tadley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I dealt with Buckie in customer service , she was excellent in putting my complaint forward, and had really good customer service skills, and sorted everything out for me, including a £80 refund, I would definitely say this is the best result I’ve ever had. And would recommend SHELL BROADBAND .
  • Reviewer
    Location
    Stockport
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I have been with Shell for just under 18 months, guaranteed price for 18 months, and 12 months in, they increased my bill by £2,. I told them they guaranteed no price rise until the end of my contract, and consequently have broken the terms, which makes it, in effect "void". They increased it, I cancelled the direct debit, and paid what I had signed up to. The debit mounted up, it affected my credit score as a "missed payment", but in fact it wasn`t. because I paid the £25.99 I signed up to. It took 3 months, and eventually someone understood my complaint, I were offered a "Goodwiil payment", I refused, and asked them to double it, to cover the cost of the increase, they kept me billing me for..They finally agreed, my contract expires in just over a month. I then recieve an e mail to say my cost is going up again, I told them again they are breaking the terms of what I signed up to, of no increase when the contract expires.I proved what they said from their e mails, they agreed to leave it at the price from October. I will now try and do a deal with them if they want me to stay, because they have in fact still increased my payment by £2 a month, that they guaranteed would not happen..
    The overall impression was complaints are not always understand or handled correctly, and they tried it on with price increases, challenge them and keep them to their word. Regarding the broadband itself, it has been flawless, reliable, and only occasionally dropping out in the middle of the night, I would highly recommend them for standard of broadband service, but when it comes to customer complaints..not good..if you have proof, and they fail, challenge them until they keep their promises. And to rub salt in the wounds, they were offering new customers, the SAME deal I have for £7 a month less...so much for loyalty, but that seems to be most providers are today..draw in new customers, with a good deal, and try to break contracts, and increase the cost to loyal customers..I am still looking to move, but not seen any positive comments from other providers, so may stay with Shell, as its better to know the devil you know, than the devil you don`t.
  • Reviewer
    Location
    Nr. Swansea
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Although there's been some awful reviews posted about Shell broadband I can only speak as I find, was originally with Post office broadband till Shell took them over, haven't noticed any difference in broadband speed or reliability issues,still satisfied with the service I'm getting, the only gripe I've got is if you need to contact them by telephone be prepared for a very long wait before an agent your call
  • Reviewer
    Location
    Ruislip
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Great customer service, proactive team,great offer and reasonable.not many use it but definitely worth a try for the price they offer.
  • Reviewer
    Location
    Derby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Shoddy router was and still is my issue - used another router and disconnects and speed issues have for me gone away (Ive gone back to the one I was given by Vodafone). Just for Information I don't use wifi from router as I have separate mesh for that.

    Its odd though as seems the router has half decent reviews so maybe crippled some other way
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Just connected this week. Everything worked first time. Had to ring to get Password to connect my own router. A short wait to get an answer built once connected they were very helpful and provided password and checked I had other necessary information. Currently showing a slightly slower connection speed than my previous plusnet connection but still in the 10-day modem optimisation period.
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have got speeds quoted and set up went without a hitch and exactly on time. So far so good
  • Reviewer
    Location
    Highcliffe Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Burscough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had initial issues with speed,customer service was acceptable although we were off line for 5 days, sent engineer out whilst at work, problem now solved and speed is not only good but constantly better than previous broadband
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Transferred from Post Office broadband. After being a customer for over 10 years.

    My review of Shelly Energy Broadband:
    Overall good value & service.

    Great internet speeds

    Customer service times, does need some improvements. I've found the best way to contact them is through the "live chat" on the website.

    Internet has gone down a couple times, however customer services are good at tying to find the issue.

    They are one of the only broadband providers that still don't require you to have a direct debit with them.
    So bills can be paid in person at the post office.
    Or through there website.
  • Reviewer
    Location
    Kettering
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Early days yet but:
    1. Transfer of phone service was seamless and totally pain free
    2. Transfer of ADSL service was seamless
    3. Broadband speeds initially 60% of previous PlusNet service, using the same equipment. Watching carefully to see how that trains up over the next 7 days.
    4. Customer service much more technically competent that PlusNet. I wanted to retain my existing (non-PlusNet) router and, although I had to queue, I found someone who understood the settings and had my individual information at their fingertips.

    I was shocked at the poor reviews these guys had and was somewhat worried about the transfer but, so far so good.
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been trying to contact over contract renewal spent 40 minutes on phone with only music and your call is important to us can't be that important if your not prepared to answer!! Will try one more time if no answer will switch come back post office
  • Reviewer
    Location
    Rotherham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Stole me from post office broadband without warning...doubled my bills paid them 300 in 3 months which they took fir one thing or another they kept cutting Me off..asked to start a new contract was promised a phone call back the next day

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.