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Shell Energy update on the impact of COVID-19 (coronavirus) 

We’re closely following government advice on COVID-19 (coronavirus) as the situation develops. We want to make sure we continue to give our customers all the support they need, while still protecting the wellbeing of both our staff and customers.

You can manage your account as normal by logging in or using our app. Where possible, please do this in the first instance.

If you’re in need of urgent support, you can call us on the relevant number below. It might take a little longer for us to answer, but we’ll make sure you speak to a member of our team.

If your issue is less critical, we can help on live chat and email – just follow the links below.

We’ll also keep this page updated as the situation changes.

Need to contact us?

Energy customers

If you’d like to make a payment, submit readings or view your bill, you can do this on your online account.

Log in to your energy account

Broadband customers

If you’d like to view your bill or manage your account you can do this on your online account.

Log in to your broadband account

Online chat

The quickest way to speak to us during this time is to use online chat.

Open online chat

Our online chat is available:
Monday – Friday: 7am – 9pm
Saturday: 9am – 5pm
Sunday: Closed


You can email us at:


If you need to talk to us on the phone, please be aware that you may need to wait longer than usual

Energy customers


Lines are open:
Monday – Friday: 8am – 6.30pm
Saturday: 9am – 4pm
Sunday: Closed

Prepayment energy customers


Lines are open:
Monday – Friday: 8am – 8pm
Saturday: 9am – 4pm
Sunday: Closed

Broadband customers


Lines are open:
Monday – Friday: 8am – 8pm
Saturday: 9am – 4pm
Sunday: Closed

Got a question?

Help and answers to common questions

Useful links

Vulnerable customers

If you believe you’re in need of extra support, then you can apply online to our Priority Services Register. This helps us identify our vulnerable customers, and you could be entitled to extra help because of your unique circumstances.

In case of emergency

Emergency contact information and advice for your gas and electricity supply

Prepay energy customers

Advice for our customers with Prepayment meters


If you’re concerned about managing your payments during the next few weeks, you can talk to our dedicated team who can help.

Find out more about managing your payments


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