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6 Reviews
Value
Speed
Support
Services
Posted: 10th Sep, 2019    By: Beaker
The router is cheap, but it is reasonably configurable, unlike some vendors’ dumb routers. I only use vendor routers as an external router having an internal router for my network/clients (makes switching vendors much easier). After being advised it was live by email, I configured my router (changed p/w, internal IP range etc). Initially, I could get no connection to web pages, although I was able to ping and tracert. After 10-15 mins the web traffic started getting through, so must rely on intervention at shell end.

Speed is good so far, right up to the max, although this may be due to them being a new entrant. Time will tell how they hold up when they have more subscribers using their infrastructure.

N.b. On their router - Changing the firewall profile from medium to high blocks a lot of well known application protocols outbound, including those used by ookla speedtest, so has been kept on medium for now.

Time With Provider: 1 Weeks
Package Name: Fibre
Value
Speed
Support
Services
Posted: 24th Aug, 2019    By: OThomas
Ive had this service for 3 days now. Normally id give it a bit longer, but the last time I had "broadband" speeds like this was over 20 years ago and I had a dial up modem.

Constant buffering, i've not seen buffering like this in many a year. Unacceptable for the top tier Superfast Fibre Plus Broadband.

They provide a fairly basic router Technicolor TG588v.

Also Talk Talk is their ISP of choice, if I'd know this I wouldn't have signed up.

They will charge you £300+ for the early termination fee and a £15 cease charge.

Time With Provider: 1 Weeks
Package Name: Superfast Fibre Plus Broadband
Value
Speed
Support
Services
Posted: 17th Jul, 2019    By: Gtgmaidenhead
Just had internet go down, router is connected to exchange but no internet service. Shell call centres shut at 8 and account login (via mobile) offers no help except to tell me to turn off the router and turn it back on.
No way of raising a fault with them until 8 in the morning when the call centre opens.
Had i realised they were just reselling Talktalk i would never have changed.
These people are worse than talktalk at least they had people on the phone and you could raise a fault on their web site.

Time With Provider: 2 Weeks
Package Name:
Value
Speed
Support
Services
Posted: 06th Jun, 2019    By: Worrab
Title: Muppetry
Oh Dear. This is a nightmare! Their tech support says they can't do SMTP (mail) forwarding. Neither do they appear to have webmail. It's only a day into service with them so maybe this will change but for now I have no outgoing email and a somewhat ineffectual support who TBH seem to be clueless.

I'm sure they can do this - if only I could find someone who actually knew something

UPDATE: Three weeks in. The speed achieved is about half the offer speed - 36Mbps rather than the 55-75 I'm paying for. Any complaint about speed simply triggers their standard pro-forma "things to check" response. Their router stubbornly reports a 40Mbps connection. I ended up using Mailjet for mail. My regard for their tech support remains low. Why can't these guys employ someone who (a) knows something and (b) is empowered to do something constructive.

UPDATE: After ~ a month I finally got the promised speed - 77Mbps. (I pointed out to them that it was likely to be a config item at their end).

Time With Provider: 2 Months
Package Name:
Value
Speed
Support
Services
Posted: 16th May, 2019    By: Mihir Shah
Avoid at all cost. Broadband did not start on the day it was promised. I had to call them everyday for six days for follow up. No one ever bothered to call me to provide an update on the status of my complaint.
Asked them to terminate my contract since there was deficiency in their service.
Their complaints team is even worse, an extremely rude person called me and said If I wanted to exit I must pay £279. He also threatened to pass my details to Debt Collectors (even before sending the bill and before attempting to take money from my account by direct debit). Service finally started on 8th day. Now stuck for 18 months with this bunch of idiots.
When I called them on 9th day for compensation they offered me £10.00 when it should be £35.00 (£5 per day) as per below Ofcom guidelines.
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
Have raised another complaint, if they do not agree with the compensation amount will take them to Ombudsman.

Time With Provider: 1 Weeks
Package Name: Superfast Broadband
Value
Speed
Support
Services
Posted: 07th Sep, 2017    By: zofbtb
Was very happy with Uno's ADSL but needed more speed with the family using up a lot of bandwidth. No "Talk Fibre" here so looked around at options. Narrowed it down to First Utility or Zen (who had a good offer a few weeks ago) or Cloudscape. The Quidco cash back, savings with their gas and electric and the promise of no increases during the contract swung it.

I am getting very close to the expected 38Mbps / 10Mbps. I'm using my own router (PPPOE, VLAN ID 101, 802.1p 1, login and password from calling 01926328002). Theirs is a Technicolor 588v2.

First Utility's broadband is based off TalkTalk wholesale.

Time With Provider:
Package Name:
Value
Speed
Support
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Shell Energy - Broadband Fixed Line Rated 2.0833333333333335 / 5 based on 6 reviews. 0. | Review Me
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