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
    Bournemouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Lost connection, didn't find help all that could be said is we will get someone out in a week to see the problem. Couldn't tell me if there a problem on the line or works but did say it would not be the router.
  • Reviewer
    Location
    England
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Okay until the end of the contract, if you decide to leave, Shell ask for the router back. Posted it. Nearly a month later they say they have not received and will charge £35. Tracking says delivered. Third party receives returned routers, clearly not recording which customer they have been returned from. Nearly half an hour so far trying to fix this. Ongoing. Best avoided.
  • Reviewer
    Location
    Boston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Shell Broadband just took £35 out of my account for not returning their router. It was returned to them. Never had this with any other SP. They also messed up the closing down of my account which cost me another load of money. The broadband was fine. Customer Service very poor. Decide for yourself if you think Shell is the best available - I didn't, so I moved to another company.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I was changed from the post office and received a bill from shell I did not recognise.have emailed the times with no reply.this looks like the worst public relations I have seen.keep clear.
  • Reviewer
    Location
    Greenock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    I’ve been with shell energy since October. The speed is excellent and the wired connection is extremely reliable. But there is a big BUT the wireless connection is awful. Constantly just drops signal for no apparent reason as if you plug in to the router the broadband is working fine. It can be very frustrating. I appreciate it’s very cheap £21.99 but the wireless connection should really be much better than it is.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Impossible to contact first utility via email or their pathetic online 'chat' thing. No matter what you ask, it always comes back with "I'm sorry, i'm not trained to answer that"
    My monthly DD was supposed to be £18.99, after 4 months into the contract they upped it to £19.00 without saying a word to me. Regret going with this shabby company.
  • 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
    Cf83
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I would never go with this company again I was quoted a price through Uswitch but when I called the customer help line the lady said I had it through another website I complained no luck. At the end of the the 12 month period I have gone with another company i now have been charged for not returning the router which I sent back and it has been delivered to them avoid the company.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Switched from talk talk as they kept upping my bill and I already have duel fuel with first utility no problems very smooth switch no problems encountered happy
  • Reviewer
    Location
    Marlow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Same as for many others, the problem was/is with returning the router. Despite having returned it, got charged 35 for not returning it. Called customer service and now waiting for an email to which I can reply with my proof of postage. Pretty disgraceful!!
  • Reviewer
    Location
    Filey
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Not the best sadly.
    My main beef is the length of time it takes to answer the phone, COVID is no excuse. I can't deal with a company that is so hard to get hold of.
  • Reviewer
    Location
    Hereford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been a very satisfied Post Office Home Phone customer. Since Shell Energy is my Broadband supplier my Internet disconnect from my devices which are latest editions, frequently. Not happy.
  • Reviewer
    Location
    W yorks
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Rubbish customer service. They entered wrong details, even date of birth! Linked 2 phone numbers together mobile and landline so didnt recognise account. Won't let me make a payment just says up to date. I wanted to get ahead with payments for winter. No luck online, automated services and customer service couldnt help apart from changing date of birth!
    Definitely do not recommend
  • Reviewer
    Location
    Manningtree
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Appalling customer service, they cancelled my broadband by mistake and I had to call them to fix it, no communication, no apologies, nothing. Long wait times on the phone, incompetent staff to say the least, will never use their services again.
  • Reviewer
    Location
    Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Just pray you never need customer services. Impossible to get hold of and beyond frustrating. Will be off the very moment our contract ends of not before at this rate.
  • Reviewer
    Location
    Exeter
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    Comments
    I signed up,23/11 then cancelled when I found out the 14 day cooling off period ends before I was due to go live! 8/12.
    I did sense customer service genuinely wanted to help, but I'm not staying without a valid (to my mind) cool period especially as Shell are not in the Ofcom compensation scheme
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Endless problems with the telephone line - eventually we were unable to receive incoming calls. Telephone customer service representative continually talked over me, not giving me the opportunity to explain what the problem was and was extremely patronising.

    I was a Post Office customer for years but the takeover by Shell has been dreadful. Am now in the process of changing provider.
  • Reviewer
    Location
    ossett
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    was on plusnet befor useing bt hub6 worked fine wireless printer, moved to first untily router would not sink with computer when useing rj45, or wireless, but would not print wireless, technicolor tg588v2 given ttal wat of time still not printing wireless first untill cannot help as part of talk talk.
  • Reviewer
    Location
    Wisbech
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Hindsight is a wonderful thing. I was with Zen, but migrated to Shell because I'd save a fiver a month. Worst decision ever. My internet is almost unusable. Upload speeds ranging from 0mbps to 3mbps.
    I can't watch youtube, nor facebook videos and as I don't own a television, I watch youtube things instead.
    I managed to call their technical help and discovered that my setup was fine, all the tests I'd done prior to calling them, were fine,swapped filters, turned stuff on and off all to no avail. Changed from their crappo technicolour router back to my decent Fritzbox and still no decent upload speeds.
    Last resort will be tp send a BT engineer to check my setup and get charged £65 when he can't see anything wrong despite already ascertaining that there's nothing wrong. Basically, I went from Zen with decent download *and* upload speeds, to Shell with rubbish upload speeds and it's not their fault. Nothing to do with them. Pay £65 for an engineer.
    Heed this warning. DO NOT go with Shell is Hell broadband.
  • Reviewer
    Location
    LIVERPOOL
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Customer Service is very poor. Constant long wait times and you can never speak to anyone. I will be changing provider once this contract is over.
  • Reviewer
    Location
    Colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    They have been overcharging me for months which they admit.
    Arranged for credit for overpayments and a back dated contract
    They've done nothing, was promised email confirming everything, no email.
    They are a shambles, who have so many underlings, that they have no clue what they are doing.
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Having being moved from the Post Office for broadband & land phone, shell energy display a diabolical level of customer service, telephoned 3 times today & no reply after waiting 20, 22 & 25 minutes respectively! I am not happy.
  • Reviewer
    Location
    Gwynedd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Shell bought the company that supplied my broadband. When I cancelled they wanted a full month of fees plus an extra fee of £35. I contacted the complaints department to enquire about this and got the usual…. Due to high volumes of customer enquiries……got a reply on June 7th….however I got the threatening email from a debt collection agency on 20th May….and it turns out that they want the money to dispose of my 3 year old router…… what a grabby corporation.
  • Reviewer
    Location
    Towcester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Although I have never had an issues with the broadband itself, their customer service when I left to join another supplier was absolutely appalling. I was a long term customer for 4 years and I was treated with contempt and disrespect. I would not recommend this company to anyone
  • Reviewer
    Location
    Bracknell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    My broadband keeps flickering on a regular basis and the internet obviously fails, harming me on my work. I have made several videos of this, every time it happened.

    Still, because I believe this issue can be sorted, I called them to move my existing broadband to a new home and I was told by Mr Loyd, that it can’t be done and I was given an increased price, for a new contract.

    I was told that the present contract on this property will keep active but under a different name, I did NOT even give authorisation for this be made and I am the accountant holder!

    Mr Loyd made me wait for a long time when I asked to speak to his supervisor, asking me what I wanted to talk to him about.

    At the end I was also told he was not able to book a “call back” with his supervisor.

    What a fantastic person Shell or now Octpus has working for them!

    Customer service, ZERO!

    I am not sure that anyone reads this real life and honest reviews, but it feels like companies do whatever they want with their customers and nobody defends them.
  • Reviewer
    Location
    Backwell, Bristol
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer service is appalling. I had to cancel a home move for my elderly vulnerable mother who relies on an emergency care line. I called & explained she was no longer moving, told them to undo the request to cancel the landline & broadband. I had confirmation on the phone this had been actioned. I followed this up with an email 2 months before cancellation was due to take effect. This was not actioned & service was cut off leaving my elderly mother with no emergency line or broadband. I rang customer service eventually answered then promptly cut off. Didn't ring back after 2 attempts requesting callback. 4th attempt I waited 1 hour & was passed through 3 depth, only to be told she would have to ring sales to get set back up & it would take 2 weeks. Absolutely disgraceful. Their error but take no responsibility for it. I would not recommend this company for broadband. I have spent hours over the term of my mother's contract sorting out issues, this isn't the 1st time they didn't action a request on their helpline.
  • Reviewer
    Location
    Colchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband was always reliable, but the router was dreadful. I replaced it with my own TP Link router within a month of taking out the contract and threw the Shell router in the bin...18 months later and I have to pay £35 for the privilege of buying a £150 router to make their Wifi work. Terrible!
  • Reviewer
    Location
    Hexham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Somehow we got disconnected after we paid the bill online. We usually pay over the phone but it would not let us. We have rang and were told it was a fault on their end. And to wait the usual 24 hrs blah blah, 24 hours has nearly passed and just to see what's going on we have rang again, only to be hung up on and no further info. Absolutely appalling, and receiving out next predicted bill during this time, oooh do one
  • Reviewer
    Location
    Slough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    My problems started when my internet connection went down, trying to contact the company was a nightmare, after 4 phone calls and finally waiting 1 hour 10 minutes I got through, total of over 2 hours waiting on the phone ! Only good point to report is that an engineer arrived the next day to fix the problem, another bad point is then when moving house I am told I must take out a new 18 months contract, definitely will change when my present contact expires.
  • Reviewer
    Location
    Redditch
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    When it worked it was fine, but customer service is non-existent. Hours waiting on phone, then get cut off, and get hilarious voice message saying we got cut off and please ring back.
  • Reviewer
    Location
    Tavistock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Was transferred to Shell Energy when the Post Office withdrew from the market. Promised a "seamless" changeover with no increase in charges. I was without an internet connection for two weeks and have now been wrongly charged £35. Asked to return my PO router, which I did. I was then pestered with letters reminding me to return the router and finally one telling me that as I had not returned it I was to be charged £35. I checked Post Office Track and Trace and the router had been received and signed for. Called Shell and had the usual 40 minute wait to speak to someone. Finally they answered and agreed that the router had been returned but said that I would be charged for it on my next (first) Shell bill. I explained that if that happened I would NOT be happy. The bill duly arrived and there was a £35 charge for an unreturned router. Tried contacting Shell twice by email - no response either time. I wrote a letter (recorded delivery) to the complaints department, which promises a written reply within ten working days. Eighteen days later and (you've guessed it) still no response whatsoever. Emailed them yesterday (23rd) and as yet still no reply. My next step should they not reply after 56 days will be to contact the ombudsman. The broadband connection has to date been reasonable and I have had no outages. THE CUSTOMER SERVICE STANDARD OF SHELL ENERGY BROADBAND IS DREADFUL. DON'T SIGN UP UNLESS YOU HAVE PLENTY OF SPARE TIME TO SPEND WAITING FOR YOUR CALLS TO BE ANSWERED AND BE PREPARED TO RECEIVE NO RESPONSE TO YOUR EMAIL OR WRITTEN COMMUNICATIONS.
  • Reviewer
    Location
    Norwich
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Had this for over a year, always had intermittent disconnection issues and looking forward to the contract ending so I can find another provider.
    I had to hassle them for months to get the freebies and vouchers offered under the sign-up deal, was hard work.
    The thought of trying to correct or report the issue makes me want to cut my wrists so I've never bothered.
    Vote with your feet is my motto.
  • Reviewer
    Location
    Llandeilo
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have been transferred from post office to you since January 2022 , it is an online account and therefore I need online access, every month I am forced to open the account on the net as the app is useless and does not recognise me no matter what I do , even when they send me reset links the do not recognise me so I am forced to reset my original password to my ORIGINAL password? To access my stupid account , then when you get onto the account the end of contract date is not displayed surly this is against the law as the price rises if you miss a chance to change the tariff??? , then I try ringing the customers service team explaining all this rubbish to the to put me on hold and cut me off , they are useless, I will be leaving at the end of my contract as the don’t give a hoot about customer service , I have informed you “shell “ as you do not put in writing the end of date contract and the difficulty accessing my online account , if I miss this I am not going to pay the extra charge and as you don’t have access to my bank account best of luck getting it from me , in fact until you make my online account easier to access I am not paying you in future , let’s see how long it takes you to sort it now , I can bet it will be with the utmost haste now .
  • Reviewer
    Location
    Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Without question, every month since the day our broadband was installed, we’ve had issues, but the real issue with these “issues” is that they seem to happen at the same time of the month, every month, for at least 3/4 days. Currently as I am writing this the broadband has had 7 “DSL” error messages today alone. Nothing wrong on our side as we have had people out to check for any issues, and until now he have had absolutely nothing fixed. Shocking
  • Reviewer
    Location
    Teignmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Changed from post office without being notified. Post Office overcharged me on renewal of contract. Although I paid an amount agreed upon after much aggravation, I then received a small amount bill from Shell. On 28 March, I see that none of the discounted amounts I had paid to post office had been deducted. Chat is dismal.. 46 people in queue and 25 minutes on hold on phone. 2 chats later, nothing resolved. Then got email from Shell saying if I didn't pay outstanding amount from post office, broadband service would end and further costs incurred. I view this as a veiled threat to pay up, esp as I had not defaulted on any payments. Finally received an email today from Shell after I had said I wanted to lodge a formal complaint. They have picked up that I was overcharged and will credit me with the difference.
    Fearing that I would be cut off and out of sheer frustration, I paid the full amount. This was before I got the email stating they'd picked up the error. Will I be credited with the paltry amount? Who knows? Will be looking for another provider when contract ends.
  • Reviewer
    Location
    woking
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Shell energy customer service is hopeless.At least 1 hour to wait before they pick up the phone.At least an hour to wait till you through on a chat line.never less than 40 people in queue.Hopelessly understaffed.
    Could not solve a simple phone problem for me in 2 weeks.Said it was solved but it wasnt.
    I have had enough and am moving every thing to talk talk.I was through to their customer service immediately....no wait
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    The worst customer experience ever. Passed to 3 different people none of whom knew what they were doing apart from making false promises to get rid of you regarding help. Just kept passing me on and behaving in a totally robotic way. Most of them should never have been allowed near a customer. This is the worst customer service I have ever known. Was with the PO for many happy years but forced to migrate to this awful Shell Broadband. Keep clear of them.
  • Reviewer
    Location
    Mytholmroyd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Absolutely terrible customer service that won't deal with complaints or agnolage/engage them.
  • Reviewer
    Location
    Maidstone,Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    OK when everything is ticking along. Disastrous at sorting out problems--particularly bills!

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.