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
    1.8 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 234 customer ratings since 2023-07-21 (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.

1,483 Customer Reviews over 38 pages

  • Reviewer
    Location
    Shropshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful. No service. 'Not there problem'. No follow up. Unable to speak to anyone. never called back as disconnected every time.
    AVOID them. cheap is not cheap when you have no service
  • Reviewer
    Location
    Nottd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with shell since they took the post office over never had a problem ,why so many bad reviews i dont understand .Now with octopus but for how long ?
  • Reviewer
    Location
    RIPON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband ever. Changed from now tv, where I had no problems at all to shell, biggest mistake. Never had such a poor connection to broadband. EVER.. if you’re thinking of changing providers. DONT, choose SHELL
  • 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
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had problems from day 1 with my devices not connecting to the router they provided (no issues with previous plusnet). Suspect a cheap router is used. Increased contract mid term. When cancelling, and despite being out of contract and moving to Fibre they still charged me a full month and added on charges for revoked loyality discount. If you get to their rententions team - they are an horrible bunch of expletives who will just hang up on you. Absolutely avoid Shell Energy Broadband. It might be cheap but it truly isn't worth. My new provider BT gave me a massive bill credit for not connecting me on time. That was without me asking for it. Go with a decent name. Plusnet or BT. Not this shower of con artist who are going to disappear from market soon.
  • Reviewer
    Location
    Swanley uk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Could possible be the worst broadband out there with it barley functioning and randomly restarting throughout the day taking over 3 weeks to arrive and preforming horribly DO NOT BUT IT
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Shell Energy
    Date
    Comments
    Have had this superfast broadband for about 8 weeks. Worst broadband I've ever had. It may be superfast but obviously to a fast wrong turning as it never seems to reach us. Spent more time offline than on. I have managed to terminate my contract free of charge due them nit meeting their commitment. Be warned, this really isn't good broadband. Oh, and if you still decide to sign up, be prepared to wait a significant amount of time to get through to customer services
  • Reviewer
    Location
    Dordet
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constant drop outs meaning restart router, atrocious house coverage. Disgusting download speed. Painfully waiting til I can change provider. BE WARNED DO NOT SIGN UP EVER EVEN IF CURRIES SAY SO. PLEASE HEED WARNING ⚠️⚠️⚠️⚠️⚠️⚠️⚠️
  • Reviewer
    Location
    Mitcham, London
    Reviewing
    Shell Energy
    Date
    Comments
    My Shell broadband was supposed to go live on 07/11/23 but never did (everything was fine with the previous provider). After several complaints, Shell sent the engineer on 22/11/23. He confirmed that my brand new router sent by Shell was installed correctly and upgraded the master socket.
    However, this did not help. The engineer found that the phone line did not function and the problem was on the Shell side. He requested escalation to the Senior Investigator Team with a follow-up by visiting the property.
    The engineer submitted the report in my presence on 22/11/23 9am. However, after 3 full days, no-one has contacted me to book an appointment with the senior investigator team and I have been without internet for 17 days now.
    DO NOT USE SHELL.
    They have atrocious customer service, never call back, do not have adequate engineer staff and are not able (and interested) to fix their mess. I've also been already charged for their non-existent services.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst broadband provider I have ever had the displeasure of being signed up with. Avoid these crooks at all costs.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Cannot possibly give any stars absolutely appalling, an engineer was supposed to come today to set up broadband we had an e,mail to confirm rang Shell
    and was passed from pillar to post only to be told we have to install it ourselves so we tried to cancel but was told the contract started when we signed with them and would have to pay a high cancellation fee even though its not even live was on the phone for well over an hour so we are stuck into a 12 month contract and will have to pay someone to install it
    Shocking really shocking behaviour
  • Reviewer
    Location
    Bognor Regis
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had an issue with phone service. Got a message saying, call was answered but, immediately. This happened with all landline calls, but ok connecting with mobiles.

    There customer service was abysmal. Passed to 2 others and each time had to exain issue. In this day and age why can't a ticket be raised on a computer, and trouble ticket no., against which all the details logged. After holding for 20 mins, call was dropped by them. Terrible, useless customer service. Will take up with another broadband/phone service.
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful service. Broadband is worse than Dial up and my phone just stopped working.I tried to complain on the chatline but it got ridiculous and ended with me having to tell them I wasn't dead, on universal credit or had a house fire ! I can't wait for this appalling contract to end
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely NO!
    Bad customer service... IMPORTANT: they will give your personal information to debt collectors(with a value of £30 router) and keep harassing you when they lack OR have no communication on how to return back their router. I did tell them it's illegal to pass my personal information to a third-party debt collector without my consent... but they simply do not bother
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
    The telephone service is also incredibly unprofessional and should be reviewed immediately.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid, Avoid and Avoid

    I cancel my contract with shell broadband after a week.
    I have been treated unfairly,
    I had and engineer come to install the box on Wednesday 8th November 2023, I stated to the engineer that I did not want the box installed in my kitchen or bedroom, however he insisted on installing it in my bedroom, I felt at this point he was just after a quick easy job by doing this, I know it can be installed in my living room, as the previous company whom I had a contract with did it with no issue.
    Having the box in my bedroom is causing me to loose sleep as I have a severe light sensitivity and to be able to sleep I have to have a pitch black room. I wasn't advised about the amount of lights coming fliking and the sound coming from the box. when I complained, for them to turn around to me and tell me to cover the lights which I found it very insensitive and unprofessional. I have been dealing with this for a week and I am now being passed back and fourth to different people in different departments and being told different things, is purely unprofessional from a customer perspective.
    Furthermore,
    We can only connect to the WiFi upstairs where the box is located, I cannot get signal downstairs which is redundant, as my children cannot use their computer for school work.

    Therefore I cancel my contract with them and I have had all these issues in a space of my week, therefore

    This company are legalised scammers and should be shut down.
    Avoid at all costs.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service is shocking, from day 1 we had issues, constantly dropping and it works amazing if you only sit in the room the router is plugged in. I spend hours and hours on the phone with them, we got send 4 different models of routers as they clearly could not work out which one, we should be using. Open reach came to check twice and there was no issue on their line into the property and it still does not work. The customers services lines constantly cut you off and they do not call you back at all and you must go through the same process over and over. DO NOT USE THEM, it is not worth it, it might be a cheaper price but for the headache and drama just pay more, I have learnt my lesson. Finally won today and after weeks of just calling every day and complaining they have cancelled my contract and got a full refund back. If you have issues, just keep calling them and keep opening those complaints and don’t let them close them. There is a ‘The Communications Ombudsman’ if you can’t resolve with Shell go to them and raise a complaint with them.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    No stars.. as this is the worst broadband ever used and customer service is even worser as none of them are interested to solve your problem instead they transfer the call from one department to other and then just hang up.

    Please I request no one should choose shell as you can see the below reviews.. it is really the worst service you will ever get.
  • Reviewer
    Location
    Mickleover Derby Uk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor in service. Painful experience with shell broadband while moving from one location to other. Almost 2 months they took in the process and couldn't even provide me fiber connection at the end. They cancelled the service and took other fiber in less than 2 weeks. Over all shell poor in both customer service and Internet service.
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keeps cutting out, moved box closer to TV, still cuts out. Phone cuts out along with tablet. It's useless
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely abysmal. It constantly cuts out, at least once every 2 hours, and the signal is ridiculously weak. Only two people use the wifi in our flat and if my partner is watching netflix I can't even watch a tiktok. If he's downloading a game, I can't even see a text webpage. And the download speeds are so slow it takes him 3 days to download DLC for Mortal Kombat. It should only take an hour, at a push, on regular speeds. Sometimes the wifi dies completely and we can't connect to the router, sometimes we can connect without internet. Somehow it's even worse than Plusnet.. don't even know how you manage that not gonna lie. Unfortunately we don't get to choose our internet provider as our bills company, Unihomes, does. I regret getting the broadband package. Next time I'm forfeiting that and paying the absurd prices for broadband separately and go back to Plusnet.
  • Reviewer
    Location
    North West
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service level atrocious.
    Only company using BT line that can't transfer a BT landline
    Said transfer would be live by midnight last night,not live no contact,25min on hold to be told that it would now be 10th before going live.
    Cancelled with them
  • Reviewer
    Location
    Skelmersdale
    Reviewing
    Shell Energy
    Date
    Comments
    By far the Worst broadband you will ever experience.
    We where recommended to sign up for shell by Currys who are clearly getting a commission from this diabolical service.
    Our broadband constantly goes in and out as your typing even though we where under the impression we had signed up for the top speed.
    When we complained they told us that we needed an upgrade
    Which involved the contract starting from the beginning again .
    We now have a more expensive broadband than we had before that has only 5% of its reliability.
    The upgrade made absolutely no difference .
    This company are legalised scammers and should be shut down.
    Avoid at all costs.
  • 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
    Belfast
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would request any one who want to buy broadband service to not to go for Shell Energy Broadband.They have very Pathetic service and they don't even bother to revert back to customer. I waited for 22 days and followed up with them for 6 days continuously but they were pathetic in their response and finally I had to cancel by contract.
  • Reviewer
    Location
    Corsham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I had read the reviews before signing up. Broadband is OK so far but we are unable to accepy incoming calls on the landline. The 8th agent spoken to promissed to arrange for incoming calls to be transfered to a mobile but this has not happened. Now told in will take 24 hours. I have tried to explain over and over again that are dealing with 80 year olds with medical issue and that a landlibe is essential. All I get is well that's the system. Asked to speak to a manager but again I will have to wait for 24 hours. Service simply not good enough.
  • 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
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Amongst the many poor Internet companies I've used over the past twenty years, Shell stands peerless.

    Disgraceful service requiring hours of calls with new end product, poor speeds and coverage, now requesting a £250 cancellation fee as they are unable to provide their product.

    Avoid at all costs.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Got a new router and asked to send old one back in package that came with the new router. No package. Emailed customer service and got no reply. Now they have charged me for non return. Disgusting company can't wait for my contract to end.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    inafective customer service, had to complain two times after 6 months of closing the account as they harassed me for a not existing credit. confirming that they deleted the credit, after a month they texted me again about the credit. UNACEPTABLE. TIMEWASTING. INAFFECTIVE.
  • Reviewer
    Location
    Cullercoats
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    curry’s conned me into this, it’s complete rubbish, it’s a disgrace that they are allowed to charge an early cancellation fee for something that is not fit for purpose
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Wi-Fi frequently and persistently drops out, no customer support at weekends
  • Reviewer
    Location
    Blackpool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband provider ever, constantly dropping the signal, been without WIFI for weeks due to 3 routers packing up, long delays waiting for BT to come out to check their equipment when it's clear to anyone apart from shell that the problem is theirs, cant wait to change providers, absolute garbage
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I work from home and the internet drops out constantly several times per hour. The bandwidth also isn't good enough to stream a video in 360 for more than ten mins. I feel like I am back on dial up in the dark ages!
  • Reviewer
    Location
    Liverpool
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What an awful company,switched provider to BT and still being charged by Shell even though they know they are not providing a service, typical oil company should never have been allowed into the telecomms sector or any sector for that matter they have done enough damage to the planet, crash and burn suckers!
  • Reviewer
    Location
    Cheshire UK
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    All I can say is we;ve been counting the months until we can go with another ISP. For a multi-billion pound company, the functionality of the website is deplorable. I can't ever view my bills, important links on the website don't function. It's actually shocking how bad Shell are as an ISP.
  • Reviewer
    Location
    Selby
    Reviewing
    Shell Energy
    Date
    Comments
    No Stars at all for anything. The worst broadband provider I have ever had. Regularly loosing signal whilst watching vids online on my TV, resulting in my computer dropping the connection. Shockingly bad service and for the last 15months it just was not worth phoning them and expecting them to improve. When the contract finished they tried to bill me for the final month even though I paid in advance. Cannot even do basic accounting.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly not worth it!! They rope you in with a £75 back offer you never receive it and they just keep shutting off my internet, also the internet isn’t great as well I’m so disappointed I work from home and I’ve had so many problems, just tried to speak to someone about it on the phone and the guy was struggling to understand me so just hung up on me after being on hold for 40 mins :( I’m coming off now!!
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    so far a very good service all round

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.