Shell Broadband36 reviews
This score is based on 36 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.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.
Internet service purchase
I recently bought internet service from this company and it was a total disaster. Right from the start, I had problems that left me feeling frustrated and let down. The customer service was really unhelpful and the whole process was just really difficult. I wish I had never even considered using this company.
WiFi connection issues
We were having constant problems with our WiFi connection and our mobile phone reception, despite trying many times to get it fixed through customer service. However, everything changed when we spoke to Devin P. He not only listened carefully to our issues but also showed real understanding and concern in helping us solve the problem. Devin's commitment and expertise in fixing the problem meant that we finally got the reliable service we had been paying for. What's more, Devin's follow-up call to check everything was still working well went above and beyond what we expected, showing his dedication to great customer service. We can't praise Devin's professionalism and hard work enough, and believe that all customer service reps should learn from his excellent example.
Account transfer assistance
I had to switch my broadband account because of some personal stuff, and the person I spoke to was really helpful. He sorted everything out and was really understanding about what I was going through. I was really impressed with how they helped me out during a tough time. I'll definitely suggest their service to other people in the future.
Bill query
I rang up about my bill, hoping to get it sorted out quickly, but ended up being left on hold for what seemed like ages. Finally, when I managed to speak to someone, my problem wasn't resolved, and they had the nerve to close my complaint without sorting things out. I had to ring back and chat with Kurt, who actually knew what he was doing and corrected the error on my bill. It was really annoying and could have been prevented if they had competent staff right from the start.
My Internet Setup
I was really annoyed when I didn't have internet for ages, but then Theo sorted it out for me in no time! He was so friendly and I was over the moon to have internet back.
Shell broadband 70mbps
Utterly useless. Worst internet provider I have ever experienced. And I use the term provider in the loosest sense of the term, as they provide very little. Signed up to 70mbps deal which promises a minimum of 40 at any time. Here's what I get: download on Steam or blizzard servers, on an ethernet cable connected desktop, plugged directly to the router, 1mbps download speed. Absolute peak connection speed I have seen on anything, was on the PS4 speed test, max 3.5 Mbps. You can forget gaming with shell internet. I drop out completely at least once an hour. You can barely browse the internet. Forget online auctions, you wont stay connected long enough. What they are delivering isn't even 5% of what was promised. Utter shambles. Do not use.
Broadband
The worst provider ever
Customer service don’t know what they are talking about they lie to your face unjustified fines bad broadband service speed is ... everything is bad
DO NOT GO FOR ITCrap providers full of lies slow speed keeps breaking up staff punch of idiots
Shell Energy Superfast Broadband
I am in the process of leaving Shell Energy Broadband. Please be aware, anyone thinking of joining, of the cease charge that is applied when leaving. I have been with the company for over a year and was not happy with my wifi speed and connection which keeps disconnecting. I therefore decided to change provider. I am angry to see, even though the contract has run its time, that I am being charged £12 for leaving. This charge was not pointed out when I joined this company and it is the first time ever that I have experienced such a charge! SO NEW CUSTOMERS PLEASE BE AWARE!!!
I have an update on my review above in all fairness to Shell Energy Broadband. Today, 13-04-2021, I received a call from an advisor of the complaints department who has looked into my complaint regarding £12 cease charge. He said that it will not apply to me and that the information by e-mail informing me of the charge was an automatic e-mail and would not apply. But new customers please be aware of the charges applied to the broadband service when considering signing up. My thanks to the Shell Broadband advisor who looked into my complaint.
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: December 2025
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Review with most votes
Shell Energy Superfast Broadba
I am in the process of leaving Shell Energy Broadband. Please be aware, anyone thinking of joining, of the cease charge that is applied when leaving. I have been with the comp... Read onBy: Carol Anne Shilcock