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Shell Broadband: The worst Internet provider I have ever used

1st March 2022

The content below is sourced from current customer reviews of Shell Energy Broadband published on Trustpilot.

I had the Shell Broadband fibre…

I had the Shell Broadband fibre service. The signal varied from 50ish to 2 for no apparent reason. Teams meetings were impossible for work, the TV kept freezing and the kids were constantly frustrated. Phoning Shell was a complete waste of time – I was asked to crawl around the house with a screwdriver removing phone sockets to diagnose the problem myself. I was asked a load of technical questions about ring mains that I couldn’t answer and nothing got better. Finally in desperation I got BT in and they now have me on a solid reliable signal. Shell’s response was to bill me £165 for early cancellation of their appalling service and lack of support. All in all I would recommend that you stay very well clear of this awful provider.

Avoid this company!

Avoid this company!! I joined on advice from switch after my last company kept mucking me around.I installed the router and the only thing that wasn’t working is my cameras. So I rang them up to get a password wifi on 4G from shell . The lady said to do it myself & sent me a link . Well, as if anyone can understand morse code unless they are trained! So it’s been over 24 hours nothing working still. Sky is down too. I needed my cameras on for a reason!

I contacted shell via twitter & they said to DM them then they will help. Well, they have still not helped and are ignoring me! This is disgusting leaving me with nothing working!! Vile company! I have now had to change provider after NOT even being with shell for more than a day! Well done shell, well done

When I took out Internet with this…

When I took out Internet with this company I was promised a range of upto 64mp when fitted it was between 4mp-14mp and I’m ment to be happy with that as it was there superfast broadband?!! I rang within the 10 days complaining that it weren’t fast enough got told I have to wait the 10 days to work out my speed when really that was a pack of lies. When I rang back a week later got told nothing I can do but pay for my whole year subscription as I’ve gone past the 10 day’s now. Now waiting weeks for my final bill instead getting texts saying I owe my month bill, I have spend in total 7hrs and 30 mins on the phone. The worst Internet provider I have ever used. Broken promises but love having your money!! AVOID


The worst company I have had the misfortune of dealing with. After 2 great years of faultless service from Post office broadband Shell energy bought them out. That’s when it all went down hill 3 days Internet out of 7 I tried to contact them on 4 occasions all on hold for longer then and hour and only once did u get through. Do not waste your money on this company!

I would give this company zero stars

I would give this company zero stars. I’m on day 10 with no internet following storm Eunice. I’ve spent hours on the phone trying to get things resolved. All my neighbours were back on within 3 days. She’ll Energy wouldn’t send me a replacement router, I had to try a new power box first because this was the process. When I threatened to cancel my contract then they sent me the router and things still didn’t work. Now I’m waiting for an engineer! Needless to say I will be cancelling my contract with Shell Energy as soon as they compensate me for the worst service of the year award!!

The above are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company

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