Shell Energy Broadband

Shell Energy Broadband were formerly called First Utility.Recently, Shell Energy also took over Post Office Broadband.

Let's see what packages Shell Energy offer, what speeds they provide, their coverage, pricing, business broadband, troubleshooting and customer service.

Shell Energy Broadband Packages

Shell Energy offers three simple fibre broadband packages, each with a different average download and upload speed and come with PAYG calls.

Here's a table of the three packages:

All of the plans include the following features:

No end-of-contract price rises

No activation charge (No upfront charges, but a new telephone line installation will cost £60)

Unlimited usage with downloads and uploads

WiFi router included

Exclusive rewards (with Shell)

Line rental included

You can add the following call options to your broadband package:

• Evenings and Weekends Plus: You're able to make calls to UK mobiles and landlines, including 01, 02 and 03 numbers Monday to Friday 7pm – 7am and from 12am Friday to 12am Sunday.
• Anytime Plus: You're free to make calls to UK landlines and mobiles, including 01, 02 and 03 numbers at any time of day.
• International: If you plan to make plenty of calls to friends and family overseas, this package gives you 600 inclusive minutes to landlines to 40 countries, 75% discount to calls on international mobiles and 50% discount on all other international calls.

Shell Energy Broadband Speeds

As stated in the packages table, Shell offers three speeds: 11Mbps, 35 Mbps and 63 Mbps. You can perform a speed test by searching for a free speed checker online to evaluate how close you will be to these stated speeds.

Coverage

Shell Energy Broadband is available in all areas covered by BT lines, because they are part of the Openreach network. It's available to well over 90% of UK households, and the features and price are the same whether you're in an urban or rural area.

Business Broadband

Shell do not provide broadband for businesses, unfortunately.

Troubleshooting

My broadband is acting up!

Shell Energy get you to try a ping and trace test to figure out the issue. Follow these instructions:

Windows Ping

1. Open the Start menu by clicking the orb in the bottom left-hand corner of the screen.
2. Type: cmd in the search bar at the bottom of the menu
3. Click 'cmd' found in the search results for Programs
4. A black box with a flashing cursor will open - this is the Command Prompt
5. In the Command Prompt, type: ping www.google.com

Windows Trace

1. Open the Command Prompt, go to Start > Run
2. In the Command Prompt, type: tracert www.google.com
3. You may have to wait up to a minute or more for the test to complete

Apple OS Ping:

1. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight)
2. Enter 'ping' followed by the IP address or web address: ping www.google.com
3. Press Return
4. Let the ping program run. Terminal repeatedly tests the ping of the network - it will keep going until you stop it. When you're finished, press Ctrl + C to quit the Terminal ping test process

Apple OS trace:

1. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight)
2. Type: traceroute www.google.com
3. Press Return

Once the test has been carried out, please send the complete results using Shell's contact form. They require a minimum of three tests to evaluate the issue.

Customer Service

Shell Energy Broadband offer a 'Virtual Assistant' which is essentially a live chat function on their website. They also encourage customers to contact them via Twitter or Facebook. They say that their live chat is available 24 hours a days. Their social media team is active from 8am to 8pm, Monday to Friday, and 9am to 4pm on Saturdays.

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