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
    2.1 stars
  • Customer Service
    2.3 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 396 customer ratings since 2020-09-20 (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.

485 Customer Reviews over 13 pages

  • Reviewer
    Location
    Edinburgh
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The main issue that I had with Shell Broadband was after ending the contract. The router was returned but constantly got email reminders to return the router! Customer service was poor, therefore to ensure that I was not charged £35 for returning the router, I cancelled the direct debit. I was in credit by £6+ but decided rather lose that amount compared to £35!
  • Reviewer
    Location
    Motherwell
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    I would have given it 0,I’ve been waiting 10 days for another ROUTER to be sent out1st router didn’t work,12 days & 4hours of telephone calls,& STILL NOT SENT OUT,BEING CONTINUALLY LIED TO by the PERSON WORKING FOR SHELL B/BAND.WITHOUT FEAR THE WORST EVER ON ALL LEVELS,but your BILL( 4 non USAGE) DOESNT FAIL TO ARRIVE
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't go near them!!!!!!
    Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
  • Reviewer
    Location
    Devon
    Reviewing
    Shell Energy
    Date
    Comments
    Experience with shell has been terrible. Swapped from SSE who were great, really good speed and never any problems. Then swapped to shell. Poor internet right from start and long periods without any connection at all. Tried to contact them on chat facility and kept being cut off and then told 7 in queue. Tried calling them and am still on hold, 30 mins and counting!!! Would not recommend and am going to cancel
  • Reviewer
    Location
    East London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely atrocious, disappointing customer service all they keep saying is ‘I understand I understand etc’ I joined few months ago started having problems 3 months down the line with broadband they sent engineer and they was advised it’s their router so they sent a new router 1 week later. It takes 48hrs to get the request approved and then 48hrs for delivery. This is unbelievable Iv had no internet at home just before the start of summer holidays till now there is no internet. I hate calling them to get through you have a minimum wait of 35 minutes before you can talk to something and you will be lucky to get through to the right department if not then you got another 30/45 minutes wait. Honestly regretted using this service. For a company this big it is shocking they have a service like this. I would not recommend anyone to go with them. They might give you a good deal but when problems start good luck to you… absolutely horrendous service it will stress you out.
  • Reviewer
    Location
    Market Harborough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am so angry and upset with this company that I feel I need to make others aware of their appalling service. I was paying for ‘super fast speed’ broadband for over a year! The connection was shocking! I now realise after leaving them and joining another company, that it wasnt ‘our fault’ that it was slow (which is what we were told by Shell) it was their fault!!!! Their customer service was terrible. Even after having my contract cancelled I continued to be harrased by emails saying I owed more than £80! They even got debt collectors after me! My contract had ran out so I didnt even owe them a cancellation fee. They charged me for my router!!! Which was an 8 yesr old router from the previous company that Shell took over! Im so shocked at how they treat their customers. Trying to scrounge more monies and threatening them. PLEASE DO NOT JOIN THIS COMPANY!
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful to deal with.
    Charged me to leave contract even though contract period had ended.
    To add insult to injury they charged me £35 for a router that I returned but they are saying they didn't receive. Many other customers report the same. So unless you are happy with a £50 exit cost and poor service I'd avoid.
  • Reviewer
    Location
    Northampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I tried to cancel within the 14 day cooling off period.They ignored my request and are now trying to charge me £205 exit fee even though I never switched provider
  • Reviewer
    Location
    Merseyside
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We took a contract with Shell Broadband when we where ready to connect the router did not work rang Shell after several minutes I managed to speak to an engineer try few thing no luck told they will get me a new router. After 3 days contacted them and I got told they were going to repair my router from their factory and it will take 48 hours. 3 days after contacted them (weekend)I will have to wait for another 3 days or more. Cancelled it send me an email asking me to paid £78.+£12 for cancelling our contract good firm to deal with...
  • Reviewer
    Location
    POLEGATE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.
  • Reviewer
    Location
    Belfast
    Reviewing
    Shell Energy
    Date
    Comments
    I have registered for the new broadband connection with Shell energy on 14 Aug and received the router on 28 Aug. They activated the connection on 1 Sep. Connection was very poor and I cancelled the connection on 2 Sep.
    But Shell energy charged me to pay 110 pounds as the early termination fees. I am not sure what is the meaning for the 14 days cooling period? If they deliver the router after 14 days then I don't have any cooling period? Also I'm wondering whether it is the genuine process?
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really SLOW broadband speeds - I changed over to Shell Broadband and the service speeds I am receiving aren't even enough to watch Netflix without heavy pixelation. Their solution: I should be plugging my devices into the router by ethernet cable rather than using wifi. Ridiculous!
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Shell for 18 month and that was one of the worst broadband experiences so far for a number of reasons:

    - misleading advertisement - ad was promising 11 MBPS, I ended up getting 4-6 download and less than 1 upload. felt like a dialup modem
    - bad router - constant disconnects from my laptop, very annoying
    - engineer required to come and fix something on their lines after half a year of constant calls to the support
    - on the way out they charged me for 4 calls I never made (my landline was not even connected) and I discovered only when they charged over 5o quid to my account. Again calls to the support and refund which is not yet paid in
    - mandatory return of the router with charge if you don't print a label and send the old router back (useless piece of kit in the first place).

    Summary

    Required hours on the support calls, some issues never got fixed, overcharging and just poor connection quality. Would recommend to steer clear.
  • Reviewer
    Location
    Stafford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Constant ‘drop outs’ and then the most useless Customer Service
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do I start from? I was sold shell broad band whilst trying to leave talk talk, they promised to settle my cancellation fee and have now gone back on their words. I have decided not to leave talk talk and I call shell on day 14 only to be told i can nolonger leave, bear in mind I haven’t even gone live and only received router yesterday- still unboxed.
    This is legit the most inconsistent, and insensitive service provider I have ever come across.
    Shell I will drag you to court if I have to. You are not getting a penny off me!
  • Reviewer
    Location
    BASINGSTOKE
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Shell took over my broadband after being with previous supplier for a number of years. After a further 12 months requested a new router on line via the chat link. Eventually gave up and visited a comparison site and found a much better deal. Since they received notification of switching my broadband has been pants! They even have the nerve to charge a disconnection fee. Not pressed!!
  • Reviewer
    Location
    SALISBURY
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very unhappy, £15 charge to leave, insisted on 30 day cancellation notice but was cut off the next day so had to pay a month for nothing, returned router but they say they haven't received it so are charging me another £35.
    DO NOT USE SHELL BROADBAND.
  • 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
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Think the reviews from others speak for themselves on how bad Shell energy broadband is, how poor their customer service, how substandard the router etc. Finally, after switching away, and putting a formal complaint in (as opposed to the many resorts to calls and 'chat'), we have had offers of 'help'. Yesterday, finally had an admission that the difference with other providers might be that Shell's supplied router might be 'different' to those of PlusNet, BT or Sky that we have had over a long period without such a devastatingly poor service that Shell has offered. Stay a mile away if you possibly can! I have also complained to USwitch for their truly dreadful (and probably not impartial) advice on Shell's supposedly higher speeds than some of their competitors which is what had prompted us to try them out - we have regretted every minute of it - and now being stuffed by Shell with early termination charges! You get the picture I am sure.
  • 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
    bishop auckland
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Anyone looking to use these look elsewhere speed was awful kept saying it would get sorted and never did got fobbed off till the 3 weeks ran over so I had to pay the full contract off or baliffs were coming to the door never worked once it was that slow.
  • Reviewer
    Location
    DURHAM
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Abysmal.
    Fooled into joining by the cost, and the proclaimed broadband speed in my area.
    Plusnet appears far cheaper. The broadband connection constantly drops and I lose it.
    Do not sign up.
  • Reviewer
    Location
    Middlesbrough
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would,nt have it if it was FREE - TOTAL ****
    Ran by kids who laugh when you complain after 30 mins wait on phone, How do these idiots get a licence to trade ???
  • Reviewer
    Location
    Wallasey
    Reviewing
    Shell Energy
    Date
    Comments
    I had Shell energy for 2 months. First month I was charged admin as extra from the end of the first month it continuously went off average of 20 times a day, I cancelled. They have now charged me £192 for breaking the contract. My argument was you should deliver a decent service. Their argument is you should of told us it didn't work! When asked where to out a review, I was told we are up and running now! DO NOT GET BROADBAND OFF THESE CRIMINALS. I sent them an email asking for a breakdown of my bill, their reply was to send my debt to MIL collections! I am on benefits! Absolutely disgusting!!!!!!!!
  • Reviewer
    Location
    Chorley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use Shell Broadband the service is very poor and their customer support is abysmal. They charged me £240 to exit my contract and would not accept that the service was performing under that promised. I’m moving country for work and they still insisted on me paying the huge exit fee. They are indescribably awful in al respects and their customer care team are surly and unhelpful!
  • Reviewer
    Location
    York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke. Do not use this provider! Impossible to connect some devices and the connection is down more often than it actually works.
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Truly dreadful in every sense. The download speeds were very poor, far worse than PlusNet, despite 'targets' being higher. Being with PlusNet and Sky for a number of years, we made the mistake of switching to Shell, and have we regretted it! The upload speeds were so shocking that we have had to use mobile internet hotspots to function. Despite wanting to exit in the first month, we have had to pay hefty termination charges. Do not go anywhere near them.
  • Reviewer
    Location
    Ely
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worst company I have ever had any dealings with. They changed my package mid contract without me asking and put up the price. They didn't provide the service they promised and when I complained completely fobbed me off. They don't respond to their emails.
  • Reviewer
    Location
    Runcorn
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Been with shell broadband for nearly a year now and never had a problem, reliable connection and has only ever turned of once, paid late a couple of times with no problem and no loss of connectivity
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently left shell on June 2021 but kept receiving bills which more than tripled , I kept phoning them to say why is this since I usually pay at the beginning of the month and left 2 weeks before the next payment due. Initially , they themselves did not understand why I had charges. Then they said about early termination fee , which I refuted since I was with them early July 2019 for an 18 months contract. But when I phoned the last time to resolve this apparently I had to pay an engineer fee for the month of May for a simple repair which mind you did not fix the internet that’s why I left them in the first place plus a cease fee. I caved and paid just to get it over with as I do not want to deal with them anymore. Poor internet service even poorer management and ripped off
  • Reviewer
    Location
    Whitworth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have just finished my 12 month contract with Shell Broadband and was very disappointed, firstly I was not switched on at the start of my contract and customer service had me going round in circles for days making out it was a problem with me setting up the router when I had not been turned on at the junction box, then my bill was higher then it should of been and when I bought this to there attention it took over 3 months for them to sort out and I'm not totally sure they did as my bills are overly complicated! I have now been charged for existing the contract even though the contract has ended. I have to be honest and say the Internet speed was OK but it did drop out quite often while watching a movie or gaming which was annoying. Do yourself a favour and avoid shell.
  • Reviewer
    Location
    Bedford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I left early, paying them £150 exit fee for them to **** off. A guy came to the door last year offering a broadband and energy deal - the broadband price didn't get credited and I send weeks and weeks trying to convince shell that this guy came round and offered us a better deal, showing proof and being assured it would be sorted. No luck. So a year later I finally caved and they can **** right off.
  • Reviewer
    Location
    Huntingdon
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    You get 14days to change your mind that starts from the day you sign up you don't get a chance to check the service as the router has not been delivered
    Route has no range unless you are in the same room speed is never above 0.3. If anyone know the any way I can geg out of the contract let me know
  • Reviewer
    Location
    Manchester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Energy Broadband rip-off
    By far the worst, unprofessional so call company provider. As from other reviews, i.e. Internet connection not too clever 1st year when calling up to notifying about their Internet connection, you get charged for this call. However, after my one-year contract, phone calls are now three. After having so much trouble I have decided to get another provider, notice was given. However, after my cancellation, they continue to take payments. I did lodge a complaint and received a reply within the same day, saying that they looked into it and I will be getting a refund. However, no refund 2nd month another payment taken after sending emails and phoning no refund. Another complaint was lodged after speaking to the adviser, asking me to provide evidence that I have no payment. Therefore, I sent my bank statements, in which clearly shows no refund was paid then I received one payment of £18.99.? However, my payment was £19.00 a month. I don’t know where they got that other figure from 2 months on receiving phone call from receptionist I requested to escalate my complaint several times and also by email. Eventually supervisor did contact me. I inform the supervisor that I requested to speak to somebody in authority. However, this was refused to have received another payment of £16..... An outstanding balance over still owed after 3 months of £2... As this has now affected my health is costing me money by phoning them, etc I will not follow it up as I find this organisation very rude, unprofessional and never fulfilled their promises. I don’t know if it’s just a rip-off or unprofessional people. However, shame on shell energy broadband, unbelievable.
  • Reviewer
    Location
    Walsall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Honestly - don't bother! I hardly ever leave bad reviews but Shell Energy Broadband are the worst. I'm meant to have fibre broadband but my speeds are always between 1-3MB. I asked them for help several times and they either told me that it was a problem in my area (it wasn't) or tried to charge me to get someone to come and look at it. I've finally cancelled and found a better provider. But despite being out of contract, they've still charged me £12 for the pleasure. Terrible.
  • Reviewer
    Location
    Lancashire
    Reviewing
    Shell Energy
    Date
    Comments
    Lesson learnt - cheap for a reason. Garbage service, awful router and expect full payment despite cancelling in the first week. AVOID
  • Reviewer
    Location
    Cumbria
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet service & customer care. Internet signal constantly drops out & WiFi reception around the home is limited to the room with the router only, which is unreliable too. Called customer service & they were rude, made excuses for constant bad signal (e.g. using too many devises at once- only me at home so only one ever used at one time) & came up with silly suggestions to fix the issues. I gave them the opportunity to resolve before swapping to another provider. Shell informed me it was my phone line, I now have a new provider with excellent service & guess what- no issues with my line. DO NOT go with shell energy broadband
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently left Shell Broadband having completed the minimum term on the contract and have just received a threatening email telling me to return my router or face a £35 charge. I never wanted their damned router in the first place as I have my own far superior router and have not kept their useless piece of junk. Now they want me to pay for the POS!
  • Reviewer
    Location
    Coatbridge
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
  • Reviewer
    Location
    Kent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless. Zero customer service, slow broadband, frequent outages, no outage checker. Just a license to print money since they acquired the Post Office Broadband business. Avoid like Covid-19.

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.