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
    2 stars
  • Customer Service
    2.1 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 328 customer ratings since 2019-10-29 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

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.

340 Customer Reviews for Shell Energy

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Reviewer Location Reviewing Date Ratings
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Shell Energy  
First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Buxton Shell Energy  
This has to be the worst customer service that I have experienced.
The company has no interest in anything but your payments. I'm been getting 1/20th of the speed I'm paying for. When I've raised a complaint, on a few occasions they've attempted to contact me, and if they've failed, would you believe that was, to them, sufficient to close the complaint. So I've had to raise it again only for them to do the same again. Requested a 'dead lock' letter from them so that I could get the communications Ombudsman involved, never heard anything from them on that. So the next time I called, because of loosing my service yet again, they said they wanted 10 working days to process the 'dead lock' letter.
What a joke. I've given 1 star as I couldn't submit with zero stars.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton Shell Energy  
Impossible to get hold of someone to help fix the issue I encountered when trying to set up broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Menai Bridge Shell Energy  
Do not bother with this company. They are terrible. Moved over from NowTV broadband and regret it. The router they send you is cheap and signal drops when you are 5 metres away... in the same room. Never had a problem with other suppliers equipment. Whole house normally fully covered. I called as I thought there must be a problem with the router. Representative could not have cared less. Seems to be an issue with their cheap routers. She said I should go and buy a extender/ wall adapter to boost the signal. I asked for a replacement router to try that and she said I could... for £35.00.
I said maybe best that I cancel. But I have to pay the early termination £160.00. So I am doing that. Do not want to stay with such a awful company, who seem to be content with being rubbish.
Also asked for Manager to call twice. Never had a call back. Avoid them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Shell Energy  
My broadband speed dropped to un-useable speeds. Despite reporting it on numberous occassions, it was not resolved for 3 weeks and any responses I did get looked like 'cut and paste' info, asking me to do the same thing, which did not work the first time.

I complained and was offered some recompense, but only the money back that I would have paid during that period as they had not signed up with the compensation scheme other companies have agreed to. They said the 'refund' was a 'gesture of good will'. Really? They didn't provide an adequate service and they say that it is their 'good will' to not charge me for that period.

Then to add insult I find they are charging me to leave! I fulfilled my Contract and this is like a threat to stay.

I will be passing all info to the Ombudsman and would not recommend Shell Broadband to anyone.

The measure of a good service is how they deal with things when they go wrong, and this has been a terrible experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Scotland Shell Energy  
From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
  • Customer Service
    3 stars
Glasgow Shell Energy  
We are 2 weeks in with Shell Energy and I wish we had never signed up. Their internet constantly drops out (if using facetime/ wifi calling you will get cut off which actually happened on the call to them). Speeds are averaging 1-3 mbps not the 35 mbps promised, despite having no problems with other providers and being signed up to faster fibre also. Customer service non existant, no attempt to fix just bully you by saying an engineer can be called but you will be charged £120 if not their fault- how is this proved & why I am being blamed. They are not providing a service and don't escalate. Just don't sign up and spread the word
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Avoid. Internet always slow and drops out. Switched to a new service and they couldn't even be bothered to let us know when they'd cut the WiFi, I'm studying online so I'm relying heavy on the Internet at the moment so to be left without anything to access my lectures is ridiculous. They also lied to us about speeds in our area and said we couldn't get fiber or anything faster than 10mbps. Funny how we now have fiber and 70mbps.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Shell Energy  
Broadband keeps cutting out for a few minutes at a time. Signal doesn't get to the front room in our house. No matter when you leave in or out of contract you get charged £15. Its unavoidable. What a joke. Won't be using their broadband, fuel stations or energy again!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Chester Shell Energy  
Rude customer service, miss lead, broadband is unreliabily and very slow. Never ring you back when they say, don't deal with companys
Shrewsbury Shell Energy  
I moved to superfast broadband. According to their speedchecker I was getting 28M downstream and 0.1M upstream. On independent speedcheckers it was more like 6M downstream 0.1M upstream. I can't use it very effectively for my work, as the upstream bandwidth is not sufficient to provide video on a zoom or teams call. I had Sky previously on exactly the same line with absolutely no issues at all. I believe Shell use TTB and I would avoid them at all costs, pay another £3 a month and get a useable service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
St Helens Shell Energy  
We have just about given up on Shell Energy Broadband. There are major issues with the speed dropping to the point where you can't even load a webpage (streaming is out of the question) or the service disconnecting for up to a week. It has been continuous different issues while we've had Shell Energy Broadband and we're now looking to find a different provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Llangollen Shell Energy  
Broadband... id be better off on dial up. We've had issues from day one. speeds so slow it takes 10 mins to open a webpage. constant drops. Been in contact with them for 7 months. They have no clue as to whats going on and why my internet isnt stable. They sent two engineers out who found faults and fixed them. then they claimed they sent out another and charged us £80. Avoid them at all cost. seriously just avoid, if you want a headache that badly just bang you head against a wall. Theyre beyond useless and theyre broadband is rubbish, as is their customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire, England Shell Energy  
AVOID AT ALL COSTS!!

Absolutely the worst broadband provider EVER! It even takes the title over from when we used to be on dial up.
It's slow as a snail but the that's not even the worst part of it.
It drops connections over 50 times a day. Trying to have calls with work without interruption is neigh on impossible. I can't wait to switch once I am out of contract. Pay the extra and go with a known established brand!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Shell Energy  
My review is about their pricing. I signed up through Martin Lewis Money Saving for a VAT inclusive deal. But they're charging VAT again on top of the contracted VAT inclusive deal. Although I got them to agree it's incorrect, they've still taken the wrong amount from my bank. I'll win in the end but this is hassle I could do with out. I thought talktalk were bad, this lot is worse. GRRRRRRRRRR.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcestershire Shell Energy  
Broadband seems okay, router they supplied failed after a week and although I was told a new one would be sent out, it never arrived. Reconfigured the previous ISP's one after getting the details from Shell (which took 3 phone calls, the first two I spent over an hour waiting and gave up).
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Herne, Kent Shell Energy  
Problems from day one with the internet connection and the internet speeds. Upgraded from sky broadband to shell fibre optic and sky broadband was far quicker. Customer service is non existent. They take days/if not weeks to reply to mails and claim to have contacted me when in fact this has never happened once. 3 months later and I still have these problems but if I cancel they will want a cancellation fee so I’m stuck with a slow broadband. Will never use this provider again. Reccomend no one does!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Heywood Shell Energy  
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!!
Heckmondwike Shell Energy  
Best company for speeds and contention.They use TTB as their Network i have used TTB resellers for the last few years and find them very good.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leeds Shell Energy  
Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Greenock Shell Energy  
Broadband poor, customer service don't offer a reasonable solution, just overall a massive disappointment.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Northamptonshire Shell Energy  
Not very helpful to people who have fallen on hard times due to covid. Asked for an extention to pay my bill by a week from now and have been told they will suspend my services anyway until it is paid. I got laid off from work for a few months and only just been able to go back and am still awaiting first wage. Cutting me off means I can't do my job from home meaning I don't get paid! Not very helpful shell energy! I'll pay my bill then ill be looking elsewhere!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Manchester Shell Energy  
Awful internet! I should have known the price was too good to be true. It constantly drops out and the speed is so slow. I can't have my video on during Zoom meetings which is a problem now that I'm working from home. And I've just discovered that I need to pay a £15 "cease charge" to cancel my contract - even though I'm out of contract! Avoid like the plague!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wimbledon, London Shell Energy  
Avoid at all costs! We signed up for Superfast Fibre Plus guaranteeing 30Mbps in Dec-19 for 18-month contract. By March I am already recording 2Mbps for large parts of the day. I contact them from Mar to Aug with this issue. They change router but no improvement. By Sep we are recording 0.2 Mbps one meter from the router and their customer service is saying we are delivering 30 Mbps. Being an engineer I fail to understand why you would lose 28.8Mbps from the supply to the router to one meter from the router! In the end I paid to get out of these jokers. Useless customer service and failed supply.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chester Shell Energy  
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.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Wisbech Shell Energy  
It doesn't deserve even ONE star but there is no ZERO option available. Definitely the worst provider I've had. Wifi frequently fails. Zoom meetings are a nightmare as the broadband width (very low at the best of times) cuts out completely at least once every session! Email complaints are completely ignored. It is clear from all the reviews I've read that I will just be wasting my time if I make a telephone complaint. I feel I've been conned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cleeve North Somerset Shell Energy  
Do not sign up to theses jokers, off more than its on...contact them several times to be ignored...slow, and intermittent useless!!! Disgusting company who will take your money but will not provide a service...regulators must/should stop this useless company!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
swansea Shell Energy  
Worst company ever!!!!
Been without internet for the past 7 months.. and they keep charging me for it. I’ve called them so many time, asking to review my case, they just state that the charges are fine because from their end all connections are good. I asked them to check data flow and they refused to do so.. I’m just so dissatisfied about this company.
AVOID at all costs!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Shell Energy  
Constantly drops. VERY poor speeds. Unusable. And if you complain they just try and upgrade you to a more expenisve package, Use phrases like " well you cant expect it to work on the package you are on". HORRENDOUS. AVOID AT ALL COST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wellingborough Shell Energy  
I have read the reviews and yes they are bad, but they do not exagerate. Customer service and accessability is CHRONICALLY bad, speeds of broadband are regularly less than one tenth of a megabite and ALL of the time not much faster than that. Their engineers (when they come) agree and there is nothing they can do about it. They really are the WORST of the Worst. I hope this information saves at least some people from an absolute horror
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Exeter Shell Energy  
I've been having broadband issues for the past two months, numerous phone calls and emails yet the standard response is too many devices, which I've proven to not be the issue by providing tests over Ethernet with only one device connected. Anyway the majority of devices are smart bulbs, smart plugs and a thermostat, leaving only a laptop and TV.

The pings spike up to 8000ms and nothing will load not even the Google homepage. Also the guaranteed speed range is 8-14Mbps yet I regularly get as low as 0.5Mbps, again they don't see that to be an issue. Their advisors don't know what pings are so their answer is that I need fibre when in reality they just need to fix my broadband.

To summarise, if it works you'll be lucky not to experience their shoddy customer service. However, if you do have issues get ready to collate proof otherwise they won't believe you! Then by some miracle escalate the complaint which is very difficult as they won't usually let you past the customer service advisor! Overall pretty rubbish for a well established name but clearly they haven't got their customer service right!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Coventry Shell Energy  
Awfull truly awfull ,bad in every way. Difficult to contact don't return calls, poor weak speeds cuts out compleatly at times average supply 1 to 2 mg or less,
They think this is all they have to provide and they (shell) deem this acceptable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Shell Energy  
I have met some real bad customer service over the years. But even the worst come a very poor second to this bunch of clowns. If you ever get a problem you can rely on them not to sort it out.

The only thing they can do is take your money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
West Sussex Shell Energy  
If you have any other option then better chose them over shell energy as they are just time waters and does not care about customers at all. As shell energy is relatively new broadband provider I decided to give it a go. I was waiting for broadband to be up and running and even received a router. Then I received the email that my order been cancelled???? I got on the phone with them immediately and had to wait over 40 min on hold to be told that they cannot help and the best I can do is to place the order again and hope(?!) that it will not be cancelled next time. I have already waited over a week and I said I would like to log a complaint for them as a feedback and to improve the system that is wrong and disappointing for customers but lady said she will not do it as there is nothing else to be done(?!). Honestly I wanted to be their new customer but with this attitude and lack of care I would not recommend it to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chatham Shell Energy  
I pay for super fibre optic as tbey say but its the slowest Internet i have ever had most of the time its less than 5mbps and it constantly cuts out for hours theres no customer service and theres no website to tell if its a problem on there end even though it is horrendous internet company do not bother.
  • Reliability
    1 star
  • Speed
    1 star
  • Customer Service
    1 star
  • Satisfaction
    1 star
Birkenhead Shell Energy  
The worst company ever, even tho they work thru TalkTalk.
Made no attempt to port my number which I had had for 10 years, then said it was lost.Do not look at emails .do not return calls, difficult to reach on phone,
AVOID,AVOID,AVOID!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
PORTSMOUTH Shell Energy  
Unable to actually order Broadband with them as they keep cancelling my order accidentally. Customer service doesn't help. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beckenham Shell Energy  
Moved house, tried to move contract over to new house. Was told we would not receive an early termination fee. However, 3 months later, being pestered to pay £150 for an early termination fee! Impossible to get through to them over the phone. Absolute rubbish.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Southwest Shell Energy  
Disgusting company, poor customer service.

Wont admit their own faults, try and pass the blame onto someone else then when they are pulled up on it start demanding money for time related charges when you didnt agree to them in the first place
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Shell Energy  

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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.

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