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Customers disgusted with Shell Energy

Featured below are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 26 March 2020.

Unbeleivably bad company

Unbeleivable company. UK sees worst crisis since ww2 with covd 19 and shell send bill demand when bill is two days late. Then customers services are as rude as possible. Will change provider. Disgusted. Every other company right now is relaxed about payment due to the crisis. Shell has 0 compassion.

Very Bad CustomerCare service- No value for customer

It’s very bad experience with shell Energy broadband service. Please don’t go for it. I’m sharing my experience,

– I requested to disconnect my Shell broadband connection as I’m moving out house for work.
– Later, I cancelled move out plan as per my company instruction and informed broadband team to cancel my request (broadband cancellation request) before 3 days.
– Team didn’t read my mail and I was trying to reach customer care and failed due to long queue.
– Team disconnected my internet connection.
– Now, I’m facing lot of challenges from my company and spouse company as
we don’t have internet to connect from home for work.
– As per Shell broadband team, it will take 14 days to restore and it will be new connection and it will be new contract.
– I’m not happy the way, team is handling issue. Just sharing my experience as it may be useful for others.

As per them, I’m not their customer now as account closed. Still I received mail from CEO informing they are proving support during Covid19 circumstances. But, it’s just in mail only 🙂

Shell Energy, update your systems asap

We’re not a customer but have been trying to transfer the supply held by previous tenants to another provider.

We received an estimated final bill after explaining to Shell Energy that we would be out of the country when they needed a meter reading. After supplying a reading on our return we were advised that we would be issued with a revised bill. This was never forthcoming and we received constant letters threatening us with a debt collection agency for payment of the estimated bill.

We contacted them several times by phone and were reassured several times that it was in hold but they continued to send debt collection agency letters on a regular basis.

We finally received our revised bill 3 months later after once again spending some time on the phone to put a stop to yet another debt collection letter. We have until the end of this month to pay which is absolutely fine.

However we are now receiving emails regarding recovery yet again by debt collectors of the estimated bill, saying this is their final communication to us before taking action.

Replying to these emails makes no difference as does calling them, they claim the issue is resolved and carry right on sending threatening letters for an out of date bill.

Shell Energy – listen to and help your customers, and update your systems. We will now be making a formal complaint on your lack of capability in handling this issue.



I am a broadband customer for 2 months now.
For 3 weeks I have been without wifi, 2 engineers have come. One tested the equipment and it is ok the other one managed to fix it for 2 days. It is down again.
My wife and I both need to work from home.
I have followed the process and clearly you are unable to provide the service which I am still being billed for.
As it has been so long please cancel my contract as it is unfair for me to pay something that doesn’t work and never has. My contract is supposed to be fibre…..when it worked never had more than 10mbps download.
I have repeatedly asked for this to be resolved and now it’s just ridiculous.
I have tried calling your customer service but apparently you are unable to take calls now and your social media told me they are unable to help.

Thank you

Broadband keeps dropping & uses Covid-19 to cover up. Appalling

Broadband keeps dropping & upload speeds have been slower for a couple of weeks. Company demands I stay with them and claim Covid-19 is the reason I can’t leave. Openreach has agreed with me; home visits to check issue (which others across the country have had) unless absolutely necessary for vulnerable people will now be stopped. This company has no morals while providing an appalling “service”. and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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