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.
Overall Customer Ratings for Shell Energy
- Satisfaction
- Customer Service
- Speed
- Reliability
Based on 972 customer ratings since 2017-08-23 (Show recent ratings)
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.
379 Customer Reviews for Shell Energy
| Reviewer | Location | Reviewing | Date | Ratings |
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I joined shell broadband just before the pandemic began . On the day it should have started nothing happened .This affected my burglar alarm as it was linked to my phone.After days of nothing I tried to get in touch .No answer .I was left with no communications at a time when I badly needed contact .After two weeks I phoned another company as it was impossible to contact shell |
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| H Appleton | St Helens | Shell Energy | 2021-01-17 | |
a few months on and still not receiving estimated speed of 38 |
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| mr unhappy | west midlands | Shell Energy | 2021-01-16 | |
How can I even begin to describe this plague. If I had to pick between another year of covid or another year of using this garbage I would pick covid. It is not worth paying money for. often the download speed drops to 3mbs and stays there. I feel like I'm back in 2010. I wish nothing but bad luck for the people responsible for this scam, the constant disconnects, buffering, IP switching, lag. third world countries I have visited had better wifi. I wish I was exaggerating. contract nearly over. finally. |
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| sweetdemise | Leicester | Shell Energy | 2021-01-15 | |
Avoid at all costs. Since switching providers and informing Shell that we are leaving, they have severely throttled our already poor internet speeds. Now averaging around 3mbps - IF it connects at all. We were promised minimum 30mbps speeds. I am a key worker working from home and am now unable to do my job because the internet isn't fast enough for simple tasks. Internet speeds have been poor and service patchy throughout the ENTIRE contract. Only one device able to stream at a time, and even then it has trouble, and that's when it is actually connected as it drops out frequently. Customer service no help at all. Tried to charge us to leave the contract even though we notified them within the proper timeframe stated in their email. We had to complain to have this charge removed from our account. Just don't use this company for broadband! |
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| A Riley | North Devon | Shell Energy | 2021-01-13 | |
I had to cancel the broadband service due to my late mother passing away. |
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| S Singh | Epsom | Shell Energy | 2020-12-30 | |
Speed has been bad for a while. Portal calls become impossible due to the constant dropouts and wildly fluctuating download speeds. I'm paying for a fast 60mbps fibre service. Today I did four speed checks over a period and it went between 4mbps and 8mbps. This is worse than the old standard copper connection. Terrible provider, even worse than BT and that's something! My contract is almost up and, believe me, I'm off to another provider as quickly as I can. |
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| Larry Hall | Sheffield | Shell Energy | 2020-12-23 | |
The internet is awful always drops and disconnects, been with them for a month or two and wish we never did as it is all a scam. Go for any other provider and stay away from this at all costs!!! |
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| Tyler | Chadwell | Shell Energy | 2020-12-23 | |
Avoid at ALL costs. |
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| Connor | South Lakes, Cumbria | Shell Energy | 2020-12-19 | |
So slow I drop out all the time and working from home I need a reliable broadband... I will be changing providers at the end of my contract .. avoid using Shell |
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| Linda | Welling | Shell Energy | 2020-12-19 | |
NOT FOR THE DISABLED OR VULNERABLE!!! |
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| Gerald | South Wales | Shell Energy | 2020-12-17 | |
I am coming to the end of my contract and will be leaving asap. I have to restart my router about once a day because the service keeps dropping. I have never had this with any other service provider. Shell's offer of fibre for an extra £2 a month would have been tempting but I am sick of constant problems. Be warned; do not go with Shell. |
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| Sue | Newcastle upon Tyne | Shell Energy | 2020-12-12 | |
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. |
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| Nicola Quilter | Manningtree | Shell Energy | 2020-12-07 | |
Your broadband is about as useful as a chocolate teapot, i had a simple 259mb update ad it took over 6 hours with your incredible broadband speed i wouldnt recommned this broadband to a homeless man in a cardboard box i would rather go without, please in the future stick to yout petrol stations and discontinue your broadband service |
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| JOHN | Hemel Hempstead | Shell Energy | 2020-12-05 | |
I cant wait to ditch this company. The promise not to raise the price of broadband at the end of a contract isnt worth the paper its written on. They just wait a month or two before doing it. The rudest help desk I have ever encountered. |
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| JOHN | Wigan | Shell Energy | 2020-12-03 | |
Although not a heavy user and admittedly, the download and upload speeds on my package are not great in this age of super users for home working and streaming, in general, I’ve been satisfied with the service. I’ve been a customer for over two and a half years. It was the best deal (without continuous prices hikes, which I had experienced with Virgin Media, fighting them over 10 years, without any acknowledgement of being a loyal customer to get better deals. Will NEVER use them again), that I could get. I am going to receive fibre broadband next year and the price of my package is going up by £3, which I think very fair (I have inclusive landline calls and broadband for £26 per month now). Today, I called them to ask about the changes and the chap who helped me couldn’t have been more focussed on my needs. He checked speeds/channels and altered them to get better phone connection/download/upload speeds and advised me how to do it myself in future. He also listened to my situation and didn’t try the hard sell, to get me to change to something I don’t want now. Very good - Matthew, thanks. |
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| Julia | Highcliffe Dorset | Shell Energy | 2020-12-03 | |
Beware: They charge £15 cease charge whether you are in or out of contract. |
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| Emma | Shell Energy | 2020-12-02 | ||
I signed up in 2019, got a good price with a chunk of cashback after 3 months. |
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| Ian Phillips | Manchester | Shell Energy | 2020-12-01 | |
Very poor customer service, broadband and sound cuts out on a regular basis, sometimes for long periods. Can't even get Netflix to load. All other providers leave the line active until you fit your new router, NOT SHELL they cut us off early morning. They charged £15 leaving fee even though my contract had ended. Never sign up with Shell |
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| Jan | Scarborough | Shell Energy | 2020-11-29 | |
We pay for 38m rarely get this usually 20s a few times 6ish. |
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| Mr unhappy | West midlands | Shell Energy | 2020-11-29 | |
This broadband is pathetic, problems from day 1,they say you get a 14 day cooling off period incase you change your mind about switching, on their customer service recording they say to allow 14 days for router to settle and establish high speed which doesn't happen at all, I've been with Shell for 3weeks and decided to cancel now they want me to pay the full 18 month contract plus an additional £15 cease fee. This company are a bunch of liars and thieves please stay away. |
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| Preshan | Bromley | Shell Energy | 2020-11-25 | |
Very disappointing broadband from Shell Energy. Speeds are slow, keeps dropping WIFI connection, out of focus TVstreaming catch-up. Customer service is slow and ineffective probably made worse because the WIFI keeps dropping the connection.Very punitive charges for cancellation during contract period and also have to pay penalty for moving when the contract ends. Don’t make the same mistake as me. Shop elsewhere! |
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| Mark D | Ilminster, Somerset | Shell Energy | 2020-11-25 | |
One of the worst experiences I've had with broadband, I change my broadband nearly every year. The speeds we slow with shell, signal was rubbish and would drop out at busy times. On top when I cancelled I was charged £15 cease charge and had to pay postage to return router. |
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| Ghulam Ali | Huddersfield | Shell Energy | 2020-11-23 | |
Shell fibre broadband was reliable and fast. |
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| Charlie | Twickenham | Shell Energy | 2020-11-20 | |
Had broadband with shell they had put cease on for non payment for 1 day and now I've got to take out a new contract because they've forgotten to contact open reach to remove cease who have now cancelled my phone line when I contacted them on Monday 15th November 2020 they said an engineer needed to come to fix a fault who was booked to come at 8am to 1pm on Thursday 19th November 2020 never showed rang them back to be told my phone line and number no longer exists because they forgot to contact open reach to say I was angry well I'm in lockdown self isolating with no TV to watch or consoles to play or work to do because they forgot and then I get emailsaying I have to pay £150 early termination fee is a **** joke to say the least I'm so disappointed with this service |
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| Lee cook | Leicestershire | Shell Energy | 2020-11-20 | |
Terrible on all fronts, the broadband is expensive and unreliable and customer service must rank amongst the worst in the country. Due to their ineptitude I've been landed with big bills more than once, despite having a monthly direct debit in place. They cocked up and didn't collect it but didn't tell me. I can't wait to leave this bunch of cowboys I'm seriously considering cutting my losses and paying the hefty exit fees just to get out |
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| Anne Vee | Stoke-on-Trent | Shell Energy | 2020-11-18 | |
Drops out about once a day;slow speeds. I am leaving Shell as soon as my contract ends. |
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| Fed up | Northumberland | Shell Energy | 2020-11-16 | |
Absolutely terrible broadband be glad when contact has ended paying for a service I don’t get very rude customer services AVOID at all cost |
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| Marydoll | Scotland | Shell Energy | 2020-11-16 | |
The customer experience is the most shocking I have ever had. Avoid this company at all costs. all i wanted to do was take my ex partners name off the account (paid by my account.) Ended up without broadband for four weeks, being passed from pillar to post, rude customer service advisors, never a 'team leader' to discuss....gone to Vodaphone |
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| Fiona from Scotter | Scotter | Shell Energy | 2020-11-14 | |
Read all the negatves before risking a price deal via the MSE link for fast fibre. All good until box arrived, old style box wifi was poor. Contacted CS and after discussion new box sent. Am now a happy customer and in my case would advise switch. EE was far worse for more money. |
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| James | PE7 | Shell Energy | 2020-11-11 | |
Very slow upload speed, unsatisfactory. Other providers have given much better speeds on the same line. |
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| Paul B | Preston | Shell Energy | 2020-11-09 | |
Even 1 star is too much for the terrible service we received. Long story short, we have been their customers for nearly an year, moved to a new house and were promissed quick service at the new place. It then turned out that noone has a record of this and we need to wait for another half month and pay fees. We said we want to cancel and were told we need to pay until the end of the year. The guy shouted at us and hanged up the phone (after 2 hours wait to speak to them). Stay away! |
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| Adrian | London | Shell Energy | 2020-11-09 | |
Terrible customer service - absolutely unhelpful! We called to say that we are moving to a new address and were promised to receive a new router in a week time. We didn't receive it for more than 10 days and called - after an hour waiting on the phone we were shouted at by a customer service representative that they don't have a record of our call and we need to wait for another 2 weeks and pay more fees for someone to come and check our property. We were not given options to cancel and the guys just hanged up the phone! Stay awayfrom them! |
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| Kristina | London | Shell Energy | 2020-11-09 | |
Haven’t used customer service so I haven’t reviewed. Entirely satisfied with service and only lost service, briefly, on a few occasions. Latest test gave me 40 Mbps down, 5 Mbps up |
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| Alan Rossiter | Bristol | Shell Energy | 2020-11-08 | |
Should have speed in the 30's but consistently get less, mostly low 20's and it is not unusual to be below 10. Have done everything Shell have asked, they say I have a speed of 40 when they check. I use their website to speedcheck and send result to them through the portal but they decline to comment on this info. I have another 9 months of this. |
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| P | Poole | Shell Energy | 2020-11-05 | |
I had a problem with broadband speeds and an engineer was sent (with the usual threats, of "if it's your wiring you will be charged") There was a fault on the local box. Fixed and no more problems.Near end of contract decided to change to different supplier who was offering fibre for same price as ordinary broadband with shell. Charged me £0.85p. |
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| Derek | Stockport | Shell Energy | 2020-11-04 | |
I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some. |
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| David Gillan | Glasgow | Shell Energy | 2020-11-04 | |
Absolutely terrible! Please don’t go near shell energy broadband. My broadband connection is so bad that I cannot FaceTime from my living room or stream even with a repeater when I’ve had no issues with previous suppliers. They then charge you 15 to cease your broadband even once you are out of contract. AVOID AT ALL COSTS |
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| Rebecca | London | Shell Energy | 2020-10-31 | |
Don't go there if you want to have control over what comes into your house as Shells offers no content filtering. And if you want to leave Shell because they are potentially endangering the wellbeing of your children - they don't care and make you pay for it! |
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| A Kupper | Tonbridge | Shell Energy | 2020-10-30 | |
Terribly unreliable and very low upload speed. Never had issue with BT. High cancelation fees would avoid |
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| George | Norwich | Shell Energy | 2020-10-29 | |
Shell Broadband have charged me the full termination fees despite leaving them becuase my new property was not capable of fibre broadband. But because Shell - could supply a slower connection - not fibre - they insisted this warranted full termination fees. So even though I wanted to stay with shell at my new address and transfer contracts, this was a no brainer. Very unhappy. Bad bad bad bad bad customer service. As a result they've also lost me as a Shell Energy customer. |
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| Daniel Davies | Portsmouth | Shell Energy | 2020-10-26 | |
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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.
