Shell Broadband28 reviews
This score is based on 28 genuine reviews submitted via BritainReviews since 2021.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Not impressed, sadly
I won’t be using them again. I needed the migration sorted because I was moving flats and already had a mess with the previous supplier, so this was meant to be quick and straightforward. Instead I got someone who was short, unhelpful and a bit sulky on 9 August — asked for a supervisor and was told I had to explain why first, which felt pointless. I didn’t want to argue about protocol, I just wanted the issue escalated. I filled in their complaint form afterwards but that was effectively ignored. It’s more the time wasted and the lack of ownership that annoyed me; not dramatic, just poor handling and slow follow-up.
Not great, not entirely hopeless
I first saw their ad on Instagram and, to be honest, I signed up because a mate said the speeds were OK. At first I was sceptical — then things went downhill. They tried to take money when there wasn’t enough in my account, I topped up the next day and still no one retried, then the internet was cut off. I kept getting bills for service I didn’t have, and they cancelled my plan without sending a proper letter. The worst bit was a supposed £90 installation fee when I actually set it all up myself, plus two separate £20 payments for the early months — it mounts up quick. After loads of calls (and long waits) someone finally refunded part and apologised, which calmed me down a bit. Still, it was stressful and could’ve been handled so much better.
Strange takeover, stranger bills
apparently my debt learned to grow while I blinked. I’m not one for shouting on socials, but I’ll be thorough with screenshots and notes so I don’t get steamrollered. If you’re thinking of switching, check everything twice and keep copies of every bill. I hope they sort it out, but right now trust is shaky and I’m on guard.
Unexpected final bill and poor handover
I was fiddling with my bills one evening and noticed the final Shell Energy charge was way higher than expected — more than double. I’d been uneasy about the automatic migration to TalkTalk from the start, wondered if it was better to leave before the switch, but thought it would be straightforward. It wasn’t. I rang Shell, was told the overcharge would be credited, then the money left my bank and nothing was credited. When I called again they basically said my account was now with TalkTalk and they couldn’t help. So my pre-purchase doubts about being pushed through a migration without proper checks? They turned out to be valid. I don’t know yet if I’ll get the money back; that’s still unresolved and it’s annoying to be passed between companies. Other people seem to have similar tales, so it’s not just me. The migration team I spoke to came across as unhelpful and the promise to refund felt hollow — maybe it was a mistake, maybe it wasn’t, but it left a sour taste. If you’re on Shell and migration is coming up, seriously consider switching proactively or at least get everything in writing and screenshot your final statements. I won’t be signing up to any more services with Shell in future. A warning rather than praise.
Finally off the hook
By the time they reluctantly agreed to a seven‑day cancellation window I already felt lighter — that was the moment I knew we were done and, oddly, satisfied. I’d first seen their deal on a leaflet and my sister had tipped us to switch my mum, so we signed up hoping for something simple. It wasn’t. The migration team fumbled dates, kept promising callbacks that never happened, and phoned my mum repeatedly even after I told them we were leaving. I had to mention the ombudsman before they stopped trying to persuade her to stay; that was the turning point. It’s not flawless — they did keep messaging, and then today they withdrew £38 from her bank when we were told not to cancel the direct debit (apparently in case of a refund). She’s paid for a month she didn’t get, and instead they’ve taken more than usual. So yes, cancellation eventually worked and that felt good, but the billing and the persistent calls leave a sour aftertaste. I’ll be raising the payment with the ombudsman and I’d warn anyone thinking of switching to keep a close eye on their bank and be ready to push back.
The moment it finally felt right
I ha d one of those days where you think "this is going to be fine" and then the broadband decides otherwise. I got the email about the switch from Shell Energy to TalkTalk and thought, okay, new provider, no biggie. For a few days it was odd — frequent drops, it would vanish for six, seven minutes, come back slowly and then go again. Super annoying, especially when you're mid‑movie or trying to stream a match. I rang the help centre a few times and they could see the drops on their end. One operator suggested taking the front plate off the wall socket and plugging into the inner socket; tried it, nothing changed. So I kept chasing them, and kept a little log of times it happened, because that actually helped when I spoke to the next agent.
WiFi provider experience
My experience with this WiFi provider has been really frustrating. The WiFi only works for short bursts of about 15-20 seconds, which makes it impossible to stream or even browse the internet without being interrupted. It's definitely the worst provider I've ever come across, and I wouldn't recommend it to anyone. I've had to start using my mobile data at home because the WiFi is just too slow and unreliable. The customer service from this company is also really bad, they haven't been able to provide any solutions to the constant connection problems. I would strongly advise against using this WiFi provider if you want a reliable internet connection.
Sort it out
I had an issue with my payments and my broadband was disconnected, but a guy called Renato H from customer service really came through for me! He sorted out the payment problem quickly and got my broadband back up and running. I'm so grateful that he was able to help me, he's a real hero!
Enquiry assistance
Today, I had a chat with a really nice lad called Aiden. He was so helpful and polite when I asked him some questions. He really knew his stuff about the company's products and services. I was grateful for how patient he was and how keen he was to help me sort out the problem I had.
Broadband service
I just wanted to say a big thank you for the amazing help I received from the customer service rep, Dzenita B. She really listened to me and made sure I was happy with the outcome. It's not often you find someone so committed to helping customers. So, thanks again for the fantastic service!
Fast broadband setup
Recently, I got my broadband sorted with this company. The ordering was straightforward, but the service after that wasn't great. When my connection had a problem, it took ages for an engineer to come and fix it. And the price is a bit steep compared to others. The actual service was okay, nothing amazing. Overall, not the best broadband experience I've had.
Wi-Fi connection issue resolved
Oh, the hassle of having to deal with customer service reps is such a headache at times. But I must say, my recent encounter with their customer service was really quite pleasant. Alex was a relief compared to the usual unhelpful agents I have to deal with. He actually took the time to listen to my problem and was understanding about how crucial it was for me to get my Wi-Fi back up and running, especially since I work online for NHS Hospitals. He gave me clear instructions and before I knew it, my connection was sorted in a jiffy. If only all customer service chats were as easy and efficient as this one.
Terrible broadband experience
I've had a terrible time with this broadband provider. I've been with them for 18 months and it's been a nightmare. They suspend your account without reason and the customer service is awful. The staff are unhelpful and rude, and don't seem to care about fixing any problems. I wouldn't recommend this provider to anyone.
Fast Broadband
The customer service guy, Kenan, was absolutely brilliant! He went above and beyond to help me improve my broadband speed. He tried various solutions and made sure to explain everything along the way. After trying different settings, he even explored different packages to provide me with faster speeds. Thank you so much, Kenan!
Bill payment assistance
I got some amazing help from Aden over at customer service sorting out my billing problems. He was really helpful, friendly, and caring the whole way through. Definitely think he deserves some credit for his top-notch service. Thanks a lot, Aden, and good luck with everything in the future.
Got new internet
I've just got a new internet connection and the chap I chatted to was really friendly and helpful. He even stayed on late to assist me in sorting out my issues and he's sending me a new router. I'm really amazed by the service and I'm looking forward to receiving my new router. Thanks a lot, mate!
Billing issue resolution
The staff at this broadband company are absolutely brilliant. They were really helpful, polite, and nice. They sorted out my billing problems quickly and easily, which was a massive relief. I'm so grateful for the efficient service they gave me.
Broadband purchase
I recently signed up for this broadband service and it turned out to be pretty cool, you know? The person who got in touch with me for updates and stuff was really nice and seemed to know what they were doing. I was really pleased with how quickly they managed to fix the issue I had. I think I'll definitely be recommending it to my friends. Yay.
Broadband Connectivity Help
Today I had a bit of trouble with my internet, but Sonia was a massive help! She was really helpful and explained everything so well. She even sent me an email with some handy tips. Sonia was so lovely and patient, making sure I got what to do. It was a really great experience!
Broadband purchase process
I've finally found a broadband provider that really knows what they're doing! After some terrible encounters with other companies, I thought I'd give this one a go, and I'm so pleased I did. Signing up was easy, and I didn't even need to contact customer service (a first for me). The installation date was perfect, the router showed up on schedule, and the internet started working without any issues. It's a shame that basic competence is hard to come by these days, but I'm delighted to say that this company is spot on.
About Shell Broadband
Shell Broadband, established in 2018 after Shell Energy's acquisition of First Utility, is a British broadband provider that offers superfast fiber broadband, renewable electricity, smart home technology, and other energy-related services. Committed to 100% renewable energy, Shell Broadband provides tariff-free energy, broadband plans, and smart technology to customers across Britain. As a provider focused on sustainability, they offer various broadband packages on a monthly, 3-month, 6-month, and yearly basis, along with smart meters, energy support, and EV charging solutions. With their commitment to clean energy and customer satisfaction, Shell Broadband aims to meet the diverse needs of their clientele while providing reliable and efficient services.
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Contact Information
Shell Energy House, Westwood Business Park, Westwood Way
CV4 8HS Coventry
United Kingdom
📧 trustpilot@shellenergy.co.uk
Categories Shell Broadband
Energy | Electricity Reviews & Experiences
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Last update: October 2025
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Review with most votes
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