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
    Stoke-on-Trent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    Comments
    Signed up took up direct debit immediately.

    No contact after 14 days.

    So contacted and they said problem with previous provider could not connect.
    They knew ti's 12 days before but did not contact me.
    Awful
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Placed my order on the 3rd, order was cancelled by openreach on the 10th, she’ll failed to communicate this at all, even when I rang on the 10th. Advised I had to wait until after the 14 day cooling off for install (absolute rubbish as plusnet installed within 2 days of order)
    Called on the 21st and was told my order was cancelled, no manager able to speak to you, no complaints dept takes in lunch calls. Useless company I wouldn’t recommend to my worst enemy DO NOT BUY FROM THEM!
  • 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
    Scarborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered internet. “Installed “ on Friday, no service all weekend after many calls. Got an email on Monday saying we should have service. Still nothing. Called to cancel and will be charged £109 for absolutely nothing. Very irate!!! Don’t do it!
  • Reviewer
    Location
    Ayrshire Scotland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    TOOK ADVANTAGE OF A VULNERABLE MAN WITH LEARNING DIFFICULTIES !
    Inhumane and unethical practices - customer didn’t understand his basic Sufi would be DOUBLED in price per month at his new address - and even when family intervened and sent medical evidence that he wasn’t capable of understanding - they refused to release him from 18mths of paying a monthly DD he couldn’t afford - for a service/speed he didn’t need - during a cost of living crisis!
    A decision they will regret commercially and from a reputational perspective as it’s about to hit every newspaper and online review site in the U.K.!
    Avoid like the plague - appalling !
  • Reviewer
    Location
    UK
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute waste of money - used ti get 12/13 mbps now 4.5 if we're lucky. I'm cancelling my DD - will fight for early cancellation due to rubbish service
  • Reviewer
    Location
    Bognor Regis
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    This as a company, must be the worst in the U.K. without a doubt.First I had to contact the Ombudsman about the overcharging on my account which took months to complete,then I started getting intermittent termination on my Broadband when I swapped from one site to another they admitted a fault but would not change my Router, after terminating this service they wanted extortionate costs I had to speak to a manager who agreed to waver costs as I had never received a proper service as long as I waited a monthevery day we have had to RE-SET our password to watch our t.v.we are both pensioners and I am totally disablled.
  • Reviewer
    Location
    Northwest
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service. Broadband unreliable. Lies about parental controls - they do not have any.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst internet service I’ve ever had in my life, I’ve had to top up my phone to use the internet because they said there’s a problem with their equipment but they want me to pay £75 for someone to come out to sort it out, it’s not my problem if you don’t do your job properly because I’m just paying for the services, not to fix your equipment, I can’t wait until my contract is over.
  • 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
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Hi i am joint shell energy broadband for first time i was waiting for the router to arrive finally it does then my broadband go live active on 24-07-2023 midnight i was looking for the master socket to plug but i seen there isn’t one then i get in touch with customer service they book me engineer to come today 26-07-2023 to fit the master socket i told my work place i have to stay home to wait for engineer then i wait long nobody has come then i phone shell energy customer service they told me the engineer cancelled the appointment but I didn’t receive any text message or email of the cancellation i get mad I didn’t go to work because of the stupid engineer cancelled appointment without notifying me then after all this i was one the phone all day with customer service nobody could help me they keep pass the call to another i was very let down i get angry i changed my mind to cancel the broadband and go for another internet provider but i told myself lets try last call i spoke to one of the staff called sam he was really good and gave me best customer service he didn’t let me go sam said stay on hold for a minute with lots of respect until he spoke to the manager for me then he book another appointment for me and i wish all the staff from shell energy be helpful like sam because i see his best and strong customer service this man has to be looked after by the shell energy broadband company he can make best customers for the company and as i seen his very kind and polite and give best customer service to the customers again thanks sam your the best
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was with shell energy for over 2 years, started to work from home so internet for me was essential, however when I moved home I was disgusted by their service, switch was supposed to be in place on day 1 the next day nothing worked I called and they said wait another day, called again the next day as nothing worked. They told me that in 2 weeks openreach will have a look and they will let me know, 3 weeks after switch day, I've been told that they have to cancel my order and replace it with another the same one, which will take at least another 2 weeks. When I called to cancel they haven't even tried to apologise, they was just happy to cancel
  • Reviewer
    Location
    Preston
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have come across,unfriendly pass you from department to department,dont use this broadband provider
  • Reviewer
    Location
    Nw10
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Never ever ever move migrate or use shell broadband i am using capitals to over emphasise the fact do not use shell broadband...They are rude! Unhelpful nothing happens when you need help there is no complaints dept i repeat no complaint dept whatsover it is a disgrace!!! I apparently changed providers without doing so thereafter i have had no help no help no one can give you information about your case no one at shell cares about you they just want your money!!! Go elselwhere or let it be at your peril!!!
  • Reviewer
    Location
    Kippax
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A shocking service from a shambles of a company.
    I took over my Mum’s finances when at 88 years of age she developed Alzheimer’s.
    Shell Energy constantly fail to send invoices, always ring demanding money and their bills make no sense to me whatsoever when they do eventually arrive.
    Can a bill of £47.00 a month be correct for someone who doesn’t use broadband?
    My surprise is that this company is anything to do with Shell and are allowed to use the logo.
    Absolutely appalling customer service….
  • Reviewer
    Location
    PRESTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the world slowest internet on the earth. Maybe they were trying for Oscar with there brand. My personal rating 0.00000000000001
  • Reviewer
    Location
    Horsham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Terrible customer service, bills all wrong, not helpful when openreach issue occurs. Now I'm stuck in 18 month contract with them. I blame Currys for selling them to me!!
  • Reviewer
    Location
    Oldham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've never done a review before but wish I'd believed these 1 star reviews prior. Shell energy has an unreliable internet connection, and I felt like I worked for them and not the other way around as they treated me like dirt, continually trying to find way to get more money out of me 3 months after I had left them.
  • Reviewer
    Location
    Wakefiled
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Mum whose in her 80s always being with the post office now these idiots have taking over, I pay her bills for her, but have to travel to post office because there's no way of paying over Internet unless she authorises for me to manage her account, tried setting up a direct debit from dad's account that I manage so I can authorise it, but they refused it so I'm still trailing around post offices to pay the dam bills, what does it matter if it comes out of mine, dad's or her own(which don't allow direct debits) as long as it gets paid, would be so much easier to pay over Internet, so not only am I using petrol, or using a stamp or having to pay over the phone, it's costing me, useless company
  • Reviewer
    Location
    Wilmslow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My service is more off , than on!! Very unreliable! I certainly wouldn’t recommend them. It would be impossible to work from home!
  • Reviewer
    Location
    MERSEYSIDE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    SHOCKING ....IVE BEEN OVERCHARGED FOR A BROADBAND PACKAGE SINCE NOVEMBER 2022 AND DESPITE 4 ATTEMPTS TO RESOLVE THE MATTER IM STILL BEING OVERCHARGED IN JULY 2023... AVOID AVOID AVOID
  • Reviewer
    Location
    PRESTON
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the biggest mistake my in my life is using shell energy broadband.worst customer service,lies,WiFi no working, oh my god I can't explain..
  • Reviewer
    Location
    Leamington spa
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They are very bad in service, font go for shell energy broadband. I have a very bad experiences as compare to others
  • Reviewer
    Location
    Ely
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hasn't worked properly from the get go and it's hard to contact customer service as they give you the usual "go online and let the chatbots or help options see to your needs" rubbish. How can I go online when my internet isn't working? Basic logic fault.
    Whether it's the router or exchange problems god alone knows as the Qube guy couldn't fix it.
    I've had no reliable connection since I switched provider to Shell. Nearly 2 weeks now
    I'm disabled and need a decent service to stay connected.
    I wish I'd stayed with my previous provider now. At least when I had power cuts the router would reconnect automatically.
    I'm frustrated and disgusted.
  • Reviewer
    Location
    Worcester
    Reviewing
    Shell Energy
    Date
    Comments
    I write this review on behalf of mr b Hughes a neighbour who is 85 years of age whose telephone supplier was the post office this was transferred to shell until his line was cancelled by shell for no reason this resulted in mr Hughes having to change supplier since then mr Hughes has suffered harassment from this company over a router he never had he is of the age bracket where he would not know what to do with a router if he had one and would most certainly have returned it if that was the case i have contacted shell for him he has contacted shell again today (8/7/23) as he has again received a letter yesterday and another today he is really upset over all this unnecessary harassment I am concerned for him as he suffered a heart attack recently I ask you once again get your facts right and stop harrassing this person
  • Reviewer
    Location
    Stirling
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible Intermittent Service. Customer Service is hard to get a hold of - when you do, they are rude.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have ever experienced in my life. I would strongly advise you to steer clear of Shell Energy. We have been unable to use wifi for two months and I call about twice a week to follow up on my litany of complaints only to be told there is no issue. They refuse to let you talk to the complaints department and after a month of numerous phone calls they finally promised to send out an engineer. My two housemates and I waited at home for two days and no engineer arrived. We are being charged each month for a service they do not provide.
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Demands for bills that have been paid and causing me at 76yrs old much stress. Issue now sorted and can only hope it is not repeated.
  • Reviewer
    Location
    Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband continually tells you network slower than other companies and it’s true
    But apart from that the Hub has singed/ marked my computer table as it must overheats .. Shells answer “ put in open space ??? Like where .. the back garden or suspend it from ceiling .. how ridiculous and unsafe this is and they now ignoring me !!!
  • Reviewer
    Location
    Lewes
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely rubbish, rubbish coverage/ no internet received however they will try and charge you for month you've had no coverage, the internet is an apsolute joke, rip off
  • Reviewer
    Location
    Carmarthen
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I reported a line fault and was informed by Shell that they had supplied the wrong router for the broadband package I was on and supplied a new one which didn't work !!
    I reported that the NOT wall unit indicates a line fault only to be told to perform a series of tests on the router and wiring no avail.
    Further phone calls with the telephone line disconnecting while being transferred to other technical departments!
    Further calls to Shell and finally advised that a telephone service engineer would call same day at 3pm or following day between 10 - 12am.
    No engineer arrived.
    Further call complaining about this only to be told that no engineer's appointment had been made.
    On the Saturday I was finally able to speak to someone in the UK who promised to get an engineer to attend on the following Monday.
    To my surprise an Openreach engineer came on the morning and sorted the line fault out and confirmed that it was the line and not the router or wiring to the router at fault.
    I cannot wait until I can change my broadband provider and hopefully not experience the problems with a very inefficient technical support Department like Shell.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Deviously was with talk talk who have terrible customer service and also a few technical issues. Ever since I moved to shell energy the wifi keeps dropping out and line speeds are super slow, no where near the fibre I am paying for. Two openreach engineers have visited, the last one saying they cannot find a fault in the line and the issue must be the router, since shell rent the line from talk talk. Shell initially refused to send me a new router but after contacting them again they agreed. Now wait g for new router to see if it fixes the intermittent and very slow broadband.
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Been trying to close down Mum and Dads account as Mums in care and Dad lives with me now. The account is in Mums name so they needed proof that she was in care. I got the proof and sent it through email to shell, and not heard a thing back considering their generic email says “we will contact you within24/48 hours. That was 10 days ago. They are absolutely rubbish at replying and I’m worried that they will continue to send Dad bills although they’ve had plenty of warning as to his moving out date. Avoid shell energy at all costs
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      2 stars
    • Reliability
      2 stars
    Comments
    Late payment of about one week which I actually paid in full but shell have already taken my name to the credit agency which now affect my credit rating status
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet provider. Unreliable connection, cuts out multiple times a day. When speaking with customer services you are constantly told there appears to be no issue there end.

    Absolutely useless.
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Cut off an 89 year olds phone line that was linked to his alarm - resulting in him being on a hard floor overnight for over 12 hours with no way if alerting anyone. The customer service is non existent and truly shocking! Even after speaking with various managers who endured it would be sorted and line in action asap, I call back and they deny all knowledge of any conversations-cowboy outfit through and through and absolutely no interest in helping no matter who you speak too! Please stay away from this company
  • Reviewer
    Location
    LLandudno
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Very unreliable at times. Customer service absolutely terrible. I eventually left for a better provider and had a terrible time trying to get a final bill. Many phone calls where they had told me I hadn’t returned the router (I had) and several final bills which included charge for non return of router. I asked several times for correct bill and they eventually without warning referred me to collections agency. I called the agency immediately and they had the correct amount which I paid over the telephone immediately. Avoid this company Poor Broadband and extremely poor customer service.
  • Reviewer
    Location
    England
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A few months ago, I decided to get shell as it was one of the only suppliers at the time giving a fair price for providing gigabit speeds; however, I wish I hadn't. The internet connection is constantly dropping, can range from 2-3 times a day. A few months ago I complained and my issues were never resolved, no one had gotten back to me. They constantly lie and say that on their end everything looks fine, it's probably something to do with my devices. As I have thoroughly studied networking, I know for a fact the issue is coming from them. Additionally, their troubleshooting helplines know nothing about networking and when they claim they provide gigabit speeds, what they really mean is 300-600Mbps. I would advise against signing up to Shell broadband at all costs!
  • Reviewer
    Location
    North west
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No broadband or phone line. Engineer canceled without being notified. On hour for 1 hour and 20 minutes. Then just cut off.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.

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.