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)

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.

1,469 Customer Reviews over 37 pages

  • 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
    Leeds
    Reviewing
    Shell Energy
    Date
    Comments
    I had engineer come out on 26 April said problem at exchange rang them 4 times did not hear from them still waiting to be connected think I made a big big mistake joining them
  • 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!
  • Reviewer
    Location
    Worcester
    Reviewing
    Shell Energy
    Date
    Comments
    Shell is the worst company going for broadband. For months they kept sending my dad letters saying we hadn't paid but we had. The WiFi went down everyday, and it was so week it sometimes took days to download anything. One day our WiFi stopped working, it turned out they cut us off for no reason. They sent us a letter three weeks later to tell us they cut us off but it didn't explain why. We are now with a better company with a more powerful WiFi. Two maths later Shell are still calling my dad even though he has told them we are no longer with them but the idiots can't seem to get the message. DO NOT GO WITH SHELL ENERGY THEY ARE AN ABSOLUTE NIGHTMARE!!!.
  • Reviewer
    Location
    Stockport
    Reviewing
    Shell Energy
    Date
    Comments
    A total bag of excrement it has not given me anything near the speeds advertised it is always buffering and when I finally managed to contact their "Technical people" I was expected to monitor my broadband for 24 hours on the normal socket and then monitor it on the test socket for a further 24 hours and compare the two and give them the results.
    I would leave them now but am tied into a contract with exit penalties so what can I do?
  • Reviewer
    Location
    ammanford
    Reviewing
    Shell Energy
    Date
    Comments
    absolute shocking service call centres always long wait times broadband is useless and when you do finally get to speak to someone in customer service the attitude is shocking keep clear at all cost these reviews are genuine by everyone
  • Reviewer
    Location
    STEVENAGE
    Reviewing
    Shell Energy
    Date
    Comments
    The worst. Cut off again today by Eammon who couldn't be bothered to deal with my call. Third Complaint gone in because they can't be bothered to deal with the other two. More time wasted on the phone. Please avoid at all costs. PO were great:sold out to Shell who have been atrocious. It's not rocket science read the other reviews on here. Similar stories all over.
  • 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
    West Midlands
    Reviewing
    Shell Energy
    Date
    Comments
    I got my broadband and it was advertised maximum speed 10 MB but I am I cannot get even one MB I called them and they say if I want to cancel I have to pay £115I cannot see the sample video on my Facebook my mobile Internet is much faster than their broadband they’re absolutely rubbish company and I advise do not go for shell broadband energy
    You are wasting your time and money and you’re absolutely liar
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Shell Energy
    Date
    Comments
    Post office transferred me Shell Energy. Worst company ever. Please DO NOT JOIN!
    Won't create me an account. Cant see any details of contract etc. You CANNOT CONTACT THEM IN ANY WAY. No chat, calling is impossible and don't ever reply to emails. I pay £22.99 a month for fast broadband. They are supplying 9.5 speed! Emailed a week ago...still taking my money and still poor speed and no contact!!
  • Reviewer
    Location
    CF64 4AB
    Reviewing
    Shell Energy
    Date
    Comments
    Signed up for shell broadband may 2021. Intermittent service- which was reported 5 times.
    Service engineer called out- was told there was a problem outside the house and I wouldn't be charged. But I was - £65 plus VAT.
    Still intermittant connection. Now I've been told there is a DIFFERENT problem for which I'll charged another £65 plus VAT.
    Rude customer service from 2 women - male customer service much nicer.
    Also told I should not expect continuous broadband- so intermittant service is accepted.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely disgusted with the company’s policy, the way they treat their customers and the
    Custumer service staff. They charge you £35 for not returning the modem, without notifying the customer nor any warning. Nor does it state in the contract (pre October 2021) the amount it will charge. The contract only states “you may be charged” without specific amount, as such it is an abuse of power to charge customers without warning. The woman answered the phone was as cold as a dead body, with no emotion or empathy whatsoever. You’d get more reaction from a dog.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Shell Energy
    Date
    Comments
    Please, everybody, take the time to report this company to the communications ombudsman(I am) They are an utter shambles. I've tried contacting them for over 3 weeks now without success. I'm not bothering with them anymore. Leave and go somewhere else. Any other provider has to be better than this shower.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    An absolute nightmare. They accused me late payment, switched off my broadband unceremoniously. I had to prove that I made payment, then it was switched back on after 2 days. Very rude!!

    This then happened again, it was just switched again, accused of the same thing. the anguish and inconvenience caused is not warranted at all. It caused me so much stress! terrible!!! No regard to customer's wellbeing at all.
    I have now left Shell.
  • 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.

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.