Everything you need to know about Shell Energy Fibre broadband

Shell Energy Broadband used to be called First Utility. They are now a multi-faceted provider offering energy, gas and broadband. Recently, the brand also took over Post Office Broadband, which provides good quality budget broadband deals, usually with an 18 month contract, as standard.

Let's find out everything you need to know about Shell Energy - what's on offer, whether Shell is right for you, and what to expect in terms of equipment, installation, deals, customer service and more.

What do they offer?

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

These calls from the UK last for 60 minutes and you can hang up and re-dial to avoid any additional charges.

Fibre deals

Contract length

All of Shell Energy's contracts are 18 months at the moment. This is less flexible compared to some of their rivals who offer 12 month, monthly rolling and 24 month contracts.

Packages: Broadband and Phone deals/bundles

You can bundle broadband with line rental with any of Shell's broadband deals. Their default package is pay as you go, so you can decide how much you want to pay.

International Calls

Shell offers 600 Inclusive Anytime minutes to landlines in 45 International destinations and 75% discount to call to mobiles in those 45 destinations. Have a look at their BAND A to see the countries that are included.

There is a further 50% discount on all other international landline and mobile calls.

Business Broadband

Shell do not offer broadband for business at the moment.

Customer Service

There are a number of different ways to contact Shell Energy Broadband.

Their Customer Care telephone number is 0330 0945801 between 8am and 8pm Monday to Friday and between 9am and 4pm on Saturday.

You can email Shell Energy Broadband at broadband.support@shellenergy.co.uk.

You can write to them at the following address:

Shell Energy Retail LimitedPO Box 6363CoventryCV3 9LR

They request the following information to be included:

• full name;
• account number;
• full address;
• home telephone number; and
• description of the problem and when it started.

If you can't raise a complaint yourself, you can ask someone with access to your information to do it for you. This representative can also ask for a paper copy of the complaint, a copy in braille, a copy with large text or an audio recording of the complaint.

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