Shell Energy Broadband

Shell Energy broadband review

Our review of Shell Energy broadband sets out its connection speeds, typical packages, and pros and cons.

Global energy giant Shell has been around for over 100 years, but only recently ventured into offering home broadband services. It did this when it acquired Coventry-based domestic energy and Internet supplier First Utility in February 2018, turning it into Shell Energy. The company offers rewards and promotions for broadband customers through its Shell Go+ loyalty programme.

We’ve covered its energy deals in our Shell Energy review, and here we set out what we – and Shell customers – think of the broadband service.

What packages does Shell Energy offer?

Check the table below to see some of Shell Energy’s current offers.

Name Product Speeds Default contract length Monthly cost Minimum overall cost Offer
Fast Broadband
Fast Broadband
Average speed*
18 months
Superfast Fibre
Superfast Fibre
Average speed*
18 months
Superfast Fibre Plus
Superfast Fibre Plus
Average speed*
18 months
Ultrafast Fibre
Ultrafast Fibre
Average speed*
18 months
Ultrafast Fibre Plus
Ultrafast Fibre Plus
Average speed*
18 months

Compare up to 4 providers

*Average speeds are based on speed available to at least 50% of customers at peak time (8-10pm). Speeds vary according to factors like location, and the speed you receive may differ from the figure in our comparison. Most providers will give a customised estimate based on your address.

What kinds of speeds can Shell Energy Broadband offer?

Shell Energy’s offering is in line with other large nationwide providers. It currently offers 4 speeds of connection, starting with “Fast Broadband”, its most basic Internet offering, with average download speeds of 11Mbps.

Those looking for fibre packages can choose from either “Superfast Fibre” or “Superfast Fibre Plus”, which offer average download speeds of 38Mbps and 67Mbps respectively.

But if you’re in need of lightning-fast speeds for heavy usage, you may be able to get “Ultrafast Fibre”, boasting average download speeds of 140Mbps, or “Ultrafast Fibre Plus” which offers turbo-boosted download speeds of 290Mbps.

All packages are provided on 18-month contracts. Remember, where you live will affect both the quality and speed of your connection.

The broadband regulator Ofcom has a handy tool to show you which providers can operate in your area and what kinds of speeds you can realistically expect.

Do I need a landline to get Shell Energy Broadband?

You’ll need an existing BT socket in your home to get a Shell Energy fibre or basic broadband connection. If you don’t have one, an engineer will install a new line for you. This is usually free, but costs may vary, so check before you finalise your order.

If you’re interested in “Ultrafast Fibre”, you’ll need to check that the UK’s “G.Fast” network serves your area. This is an upgrade to existing telephone lines installed by Openreach, the firm that maintains large swathes of the country’s network.

How can Shell Energy Broadband customers manage their account?

Smartphone app
Live chat support
Telephone support
Email support

Broadband customers can call Shell Energy on 0330 094 5801. Lines are open from 8am to 8pm on weekdays and 9am to 4pm on Saturdays.

Can I claim compensation from Shell Energy Broadband if things go wrong?

Shell Energy isn’t a member of Ofcom’s Automatic Compensation Scheme. But in its standard terms and conditions for broadband customers, Shell Energy says that it will refund you any charges paid in advance if it suspends your service for reasons under its control.

It’s always worth asking for a partial refund if you’re experiencing connection problems for an extended period.

Shell Energy Broadband customer reviews

Shell Energy customers seem to be broadly happy with the level of service the firm provides them, according to the reviews website Trustpilot.

The provider receives an average score of 4 stars out of 5, based on 53,000 reviews. Just under half (49%) of customers who posted reviews gave the firm a rating of “excellent”, alongside 22% who said the supplier was “great”.

Meanwhile, 15% of Trustpilot reviews gave the firm a “Bad” rating (last updated: October 2021). It’s worth noting, though, that these reviews have been left by Shell Energy’s home energy customers, as well as those using its broadband packages.

Pros and cons of Shell Energy Broadband

  • Competitive pricing. Customers can have access to 5 speeds, each at a competitive price.
  • Decent customer service reviews. As a relatively new player in the market, Shell Energy has received generally good reviews from its customers.
  • Only offers 18-month contracts. Shell Energy’s broadband contracts aren’t very flexible, as some customers may like to choose 12-month deals instead.
  • Not a member of Ofcom’s automatic compensation scheme. The supplier has not signed up to Ofcom’s voluntary compensation scheme, which would entitle customers to certain payments if things go wrong with their connection.

Our verdict: Is Shell Energy Broadband any good?

Shell Energy offers a competitively-priced range of fibre Internet packages, and while the firm hasn’t been offering broadband services for very long – only 3 years – it seems well-rated by customers.

The only real disadvantage with opting for Shell Energy as your broadband provider is that it only offers 18-month contracts, which can be inconvenient for students in shared housing or those who are only looking for a 12-month connection deal.

But if that doesn’t bother you and Shell Energy serves your local area, it looks like the firm’s broadband offering is certainly worth considering if it offers decent value for money.

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