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)

Find alternatives to Shell Energys to Shell Energy   Compare broadband in your area

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
    west midlands
    Reviewing
    Shell Energy
    Date
    Comments
    Read the reports and believe every one of them, then buy from another provider.
    My speed is down to 3.8 from 38.again
    I do not have the time to contact the unhelpful people at shell only to listen to the usual spiel that usually begins with a suggestion that I upgrade to a faster package.
    I am supprised that a company trading in UK is allowed to operate in this manner.
  • Reviewer
    Location
    Wallasey
    Reviewing
    Shell Energy
    Date
    Comments
    I had Shell energy for 2 months. First month I was charged admin as extra from the end of the first month it continuously went off average of 20 times a day, I cancelled. They have now charged me £192 for breaking the contract. My argument was you should deliver a decent service. Their argument is you should of told us it didn't work! When asked where to out a review, I was told we are up and running now! DO NOT GET BROADBAND OFF THESE CRIMINALS. I sent them an email asking for a breakdown of my bill, their reply was to send my debt to MIL collections! I am on benefits! Absolutely disgusting!!!!!!!!
  • Reviewer
    Location
    Lancashire
    Reviewing
    Shell Energy
    Date
    Comments
    Lesson learnt - cheap for a reason. Garbage service, awful router and expect full payment despite cancelling in the first week. AVOID
  • Reviewer
    Location
    Fairlight
    Reviewing
    Shell Energy
    Date
    Comments
    Shell energy is the worst company I have ever dealt with! Have nothing to do with them... ever! I cannot even recount my horrendous experience with them. They were not my choice. I was transferred to them from Post office. Now with BT who are a breath of fresh air!
  • Reviewer
    Location
    County durham
    Reviewing
    Shell Energy
    Date
    Comments
    Would leave zero stars if possible, changed my mam to another provider, she gets letters every other day about router I’ve rang and emailed for return label never came so charged her for an old post office router, then they still send letters saying she owes another final bill, what an absolute joke, keep away from this company
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely useless, ok taking your money, even engineer fee £54, which I wasn't aware off, had problems yesterday, emailed, no response, refuse to call as not freephone number.
    Since being in approximately 16.00 till now 19.20, wifi gone off 9 times, having to use my own data and no certain TV, think its ombudsmen if no call tomorrow.
    PLEASE ANYONE, AVOID PAY BIT EXTRA GO WITH REPUTABLE COMPANY, SHELL IS A RIP OFF
  • Reviewer
    Location
    GU27 1JF
    Reviewing
    Shell Energy
    Date
    Comments
    Customer service non existant. Don't know how to leave without paying penalty. (Don't know how long my transfered Post Office contract has to run). Will never use shell anything again. They have made me ill with worry. They infer I am lying when I complain.
    Never use Shell.
  • Reviewer
    Location
    Worcesterwr4
    Reviewing
    Shell Energy
    Date
    Comments
    Rubbish company we got cut off few weeks ago without warning ..apparently our contract had ended few months ago ..they didn't tell us ..but we still got our monthly bill which we paid (kept reciepts) tried customers services couldn't get to talk to a human ! So we went with some one else ! Last week they decided to contact us about our bill saying we own them £25 then another saying £45 ..we are not even with them anymore ! Avoid like the plague bad company . We are now with another provider no problem at all !
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    OMG!the worst company every. I have only been with them less then a month and all i have to say is i got nothing, but problems after problems. I wish i stayed with Talk talk ..i try to save a few pounds and end up with more problems then i ever had with any other company. ATAY WAY FROM THIS COMPANY!!
  • Reviewer
    Location
    northolt
    Reviewing
    Shell Energy
    Date
    Comments
    This Company is big Scam very poor customer service . They promise and later they said they dont know nothing . I trying to do this from currhs They are not installed in 2 month time and again they want more time to fix. They dont want to cancel contract and charging early termination fee without connecting internet .
    Pls avoid this company .
  • Reviewer
    Location
    Doncaster
    Reviewing
    Shell Energy
    Date
    Comments
    This service(?) is carp, don't touch it with a bargepole. I used to be with the Post Office, no problems even living in a rural area, now I can barely do anything. Good job I don't have to work from home!
  • Reviewer
    Location
    Heckmondwike
    Reviewing
    Shell Energy
    Date
    Comments
    STAY CLEAR AT ALL COSTS!! Worst company I've ever dealt with. I had no broadband at all, due to a fault at their end. I cancelled after the 3rd day after numerous phone calls & they had a cheek to charge me £110 for it!!
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Shell Energy
    Date
    Comments
    Waste of space. They give you a 3rd hand refurbished router that doesn't meet current standards. When you complain they offer to upgrade you (5 times during a 30 minute call),to a package that costs the same as the one you have just switched from.
  • 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
    Dagenhsm
    Reviewing
    Shell Energy
    Date
    Comments
    The serve with shell went live on the 39th october the service was not fit for service the internet keep cutting out and buffing I recieved the first bill within 6 days after activation which was higher then agreed I was never told the first bill would be high contacted shell fault was not rectify I cancelled within the 14 days of activation i was harrested with phone calls details sent to dept collector every complaint I made was closed before i was satisfied or resolution would not recommend the company to anyone
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Comments
    Worst mistake i have made going with Shell. I stupidly didnt read the reviews. I went with them because they were cheap. After a week i had to upgrade so i could use my smart television and now my phone never stays connected to the internet when I am home!
    Absolutely rubbish. DO NOT USE SHELL!!
  • Reviewer
    Location
    Salford
    Reviewing
    Shell Energy
    Date
    Comments
    The worst ever service we have had. AVOID! AVOID! AVOID!
    They have mined the cooling period off in the small prints. Be very careful.
    Because of their faulty router, we had had to change the provider quickly due to home work and kids' online learning. They now won upon us with the Ombudsman Services as there is nothing wrong in their small prints (who would read those?), and will now charge us about £120 pounds for early cease fee and early termination fee.
    I fought. I lost.
    They won. But shamelessly.
    Such a big company. Such a dirty trick.
    Someday someone will punish them.
    AVOID! AVOID! AVOID!
  • Reviewer
    Location
    Cockermouth Cumbria
    Reviewing
    Shell Energy
    Date
    Comments
    Horrendous we were left with no internet for 3weeks due to them been unable to connect us to there broadband,every phone call was over 20mins to be told they were doing there best!my advice look elsewhere
  • Reviewer
    Location
    Medway
    Reviewing
    Shell Energy
    Date
    Comments
    Wow!
    A company to avoid.
    If you like stress, go for it.
    Most Impressive unprofessional company. Rubbish service all round
    It's an oil company not a tech firm. They haven't a clue
    Leave them alone, unless you're arms dealing and trying hard in politics.
  • Reviewer
    Location
    Wf9
    Reviewing
    Shell Energy
    Date
    Comments
    Really poor there is on two ppl in my home so not a lot of devices connected and we both constantly have to reconnect due to loss of connection plz choose REALLY wisely with these providers ?was with Vodafone n now its no contest shell is dire likewise really dire ? N we r locked in ? Now I no y were locked in ?
  • Reviewer
    Location
    Mordor
    Reviewing
    Shell Energy
    Date
    Comments
    At the beginning - I was very happy, because of the price for broadband service in First Utility. But then, just after cooling period, my internet connection has started to dropping down every day about 30-40 times in random moments. Of course I have reported that problem immediately to them, and they were "trying" to "solve" that issue. After 4 engineers visit, couple complains, official "Resolver" complain and thousand of internet drop outs and about 11 weeks after first problem report to First Utility, I have decided to change broadband provider, because actual was not really cared about my connection problems. Before I done that, I have asked First Utility through "Resolver" to confirm, that they will not charge me for that cancellation. The only answer which I have received about "not charging" me was:

    "We are very sorry that we still haven't resolved this for you and can appreciate your request to cancel without fees."
    (...)
    "If we are unable to reach an agreeable level of service after this escalations, then we will of course review matters with regards to the termination charges."

    Of course they failed to reach "agreeable level of service", but after when I have sent them message with information, that (again) engineer did not solved the problem, so I am going to terminate this contract immediately - no one answered me, but they decided to charge me for about 300 qiud, for "early termination", because it is not their fault, that the connection is screwed up, and they do not really give a damn about this.

    That is the model of First Utility business - force you to terminate your contract, so they can earn money faster just by charging their former customers for early contract termination.

    AVOID AT ALL COSTS!
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Comments
    Dont botherwith SHELL, my internet got fitted xmas eve since then nothing, just phoned them got pushed from pillar to post an they buttoned me, shocking customer service, i want this shoddy internet removed, I'll go with somebody else, i knew i should of read the reviews
  • Reviewer
    Location
    Wick
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely appauling service
    Many times loss of broadband.
    Had a phone call just to say,we dont pay for loss,just to rub it in my face.
    DREADFUL
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Comments
    Experience with shell has been terrible. Swapped from SSE who were great, really good speed and never any problems. Then swapped to shell. Poor internet right from start and long periods without any connection at all. Tried to contact them on chat facility and kept being cut off and then told 7 in queue. Tried calling them and am still on hold, 30 mins and counting!!! Would not recommend and am going to cancel
  • Reviewer
    Location
    Essex
    Reviewing
    Shell Energy
    Date
    Comments
    The internet connection is horrendous. I cannot get wifi when I leave the room that my router is in. The room is only 3.5m wide, but trying to get wifi outside of that range is nigh on impossible. (I'm just in a regular flat, so its not as if I have thick walls that a signal can't get through - the signal can't even pass through an open door!) What an appallingly sub standard product. Unfortunately I'm stuck with them for an 18 month contract.
  • Reviewer
    Location
    Wirral
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely useless company I have broadband gas and electric with them.. I wish I had read the reviews before starting a contract with them.they keep suspending my service even though my account is in credit.i have wasted hours trying to speak to customer service. AVOID AVOID AVOID
  • Reviewer
    Location
    Basildon
    Reviewing
    Shell Energy
    Date
    Comments
    Coming from a measured 40Mbps BT fibre to First Utility Standard Broadband.
    The activation date was set for 4th of Dec 2018.
    From the start the speed was comparable to dialup modem pace: 0.3Mbps to 0.4Mbps. I gave it a couple of days and it was still running those speeds. Their website insinuates they have a chat feature, giving you the impression you will be chatting to a human being, except you are not. There are only a few set responses, none of which are useful.
    It is very difficult to get hold of a contact telephone number. I did manage to find an email address (broadband.support@first-utility.com). I emailed through my concerns and issue along with a screenshot of the my speed test.
    On the 6th of December I did manage to find a telephone number in the end.(01926 320700). A recorded message immediately says that they are experienceing a high call volume today. I have now realised that this high call volume message is permanent, which you can draw your conclusions from. I got through to Techsupport, who unsurprisingly said it was the first 10 days of the contract and that the line would speed up.
    On the 11th of Decemeber I called again and I explained to the agent the issue and he agreed the BB was running slow and with errors. Pointing out that I had reported this via email he then managed to find my email, and having seen my speed test took the opportunity to ask for a further 2 test over the course of the next two days.
    On the 13th of Decemeber I called again. The agent explained that Openreach had been notified of the issue on my line and that it might take 24hrs to 48hrs get a response from them and something about we have to be sure that the line has got a problem before they have a look at things.
    On the 15th of December I called again. The agent did not seem to bothered about reading the case notes, but decided to run through some troubleshooting steps. They were: Turn the router off. Reset the router using a pin. Pulling the RJ11 out of the socket. The agent then concluded there was sufficient evidence that a site engineer was required. The visiting windows of Morning or Afternoon would need to be chosen and I explained that I would need time to get home. It was explained that the engineer might call up 30mins before, but it was not guaranteed, and that if I was not at home I would be charged. Having scared me by saying I should be ‘working with’ to fix the BB issue I concluded that the agent was using the engineer visit tactic to make me feel the BB issue was moving along so I chose to change the subject and asked the agent to read the case notes of my problem; nb the first thing a TS agent should be doing before working on a problem for obvious reasons. She then changed tack and said Openreach were aware of my BB problem and acknowledged there was an issue with the line. I told her I would call back on Monday.
    On the 17th I called for an update. I was told that Openreach would make a site visit, but I was not required to be present. Apparently they would walk around my street and make a visual inspection.
    On the 19th of December I received an email requesting for a site visit. I need to provide 3 times of availablity and need to pay attention to TRC’s (Time Related Charges) These are charges that I need to pay so First Utility can recover any unneccessary Openreach engineer’s time. Keep in mind their first TRC is: If no fault is found at the time of appointment. Considering I came from a working BT infinity service, I suspect no fault will be found, and again I am suspicious as to why they appear to be wanting to send an engineer around other to make it appear things are moving forward with the fault.
    I have reluctantly made a complaint to first utility. And will be waiting for first contact from a member of their ‘dedicated’ first utility complaints team.
    Although the communication between myself and first utility has been civil, I can not help feeling this company have a typical 1990’s style of customer service. First Utility; probably not first.
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Shell Energy
    Date
    Comments
    Rude customer service, miss lead, broadband is unreliabily and very slow. Never ring you back when they say, don't deal with companys
  • Reviewer
    Location
    Fareham
    Reviewing
    Shell Energy
    Date
    Comments
    Internet is appealing ... drops out on the tv every 5 seconds or so ... 1 hour programme, even on non peak time, ends up taking 1.40 hours ...

    Can no longer work from home as internet is so appalling ...
  • Reviewer
    Location
    Liverpool
    Reviewing
    Shell Energy
    Date
    Comments
    Worst broadband ever only been with you 4 months 4 breakdowns
  • Reviewer
    Location
    Banbridge
    Reviewing
    Shell Energy
    Date
    Comments
    Absolute nonsense,had no issues with post office but shell is terribly shocking, do not join ever as it doesn't hardly work. Don't look forward to coming home and watching a few movies on Netflix as you probably won't make it past the first five minutes. Ridiculous.
  • Reviewer
    Location
    North tyneside
    Reviewing
    Shell Energy
    Date
    Comments
    I carnt even give any ratings not that I would give them any stars not eve half a one there customer service is terrible and we were supposed to be connect 10 days ago and are still not now because I’ve put a complaint in they want to send an engineer in which they say will incur costs up to £130
  • Reviewer
    Location
    sutton in ashfield
    Reviewing
    Shell Energy
    Date
    Comments
    Very poor only been with them month poor customer service
  • Reviewer
    Location
    Wales
    Reviewing
    Shell Energy
    Date
    Comments
    No wonder this company was rated bottom on the Which Broadband consumer website.
    I was a Shell Broadband customer up until April 23, when my contract ended.Ever since then Shell Broadband have still been charging me for not being a customer of theirs.I have proof of the date,when may contract ended.And to this date they are still in denial that contract ended,04/2023.I have reported them to Ofcom, and waiting for the outcome.
  • Reviewer
    Location
    st helens
    Reviewing
    Shell Energy
    Date
    Comments
    Ive been with Post office without a contract for several years and many time Ive thaught of transferring,

    Post office are now passing BB onto Shell and what Ive read up to now I have second thoughts, can only hang on until the switch over.

    I was going to go fiber but now ????

    thanks for the info
  • Reviewer
    Location
    Newcastle
    Reviewing
    Shell Energy
    Date
    Comments
    DO NOT USE THIS COMPANY. Broadband is incredibly slow if it even connects at all. I've been awake today for half an hour and it has disconnected 5 times already. Customer service has hung up on me twice now. Live chat person refused to investigate the issue and said the problem is with the router and sent us our 3rd router this year! They will not admit that their service is not fit for purpose instead choosing to blame customers. None existant customer service and unusable broadband. Complaints get ignored. I'm looking at ways to get refunded and I've cancelled my direct debit. I will not pay the rest of the contract.
  • Reviewer
    Location
    Bury St. Edmunds
    Reviewing
    Shell Energy
    Date
    Comments
    I have found shell to be useless.since they took over the post office telephone service. It hasn't been a service. The bill arrives on the day its supposed to be paid and then a letter arrives two weeks after payment telling you your payment is overdue and they may cut you off.absolutely dreadful. I think we will definitely be changing privider
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Comments
    To rate a 0 on this broadband is not good enough. This surely has to be a joke. Shell should only stick to their petroleum empire. I took this broadband out a week ago and since I took it out upon till now am having constant internet issues. Their customer service is awful. They keep telling u lies - unplug this unplug that. Be warned STAY AWAY from these cowboys.
  • Reviewer
    Location
    Great edstone
    Reviewing
    Shell Energy
    Date
    Comments
    Just joined broadband ok but found out they charge for 0300 and some 0800 calls won't let me leave contract been whith them 2 months
  • Reviewer
    Location
    Sheffield
    Reviewing
    Shell Energy
    Date
    Comments
    If I could give less than 1 star I would. Complete garbage. My order has been put through 3 times now, 9 days after the first request I still have no broadband. Don't even have the router. Quick enough to set up the direct debit though & take the cash!

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.