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Impact of COVID-19 (coronavirus)

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Impact of COVID-19 (coronavirus)

An update from the Shell Energy team as of 4 August

We’re continuing to closely follow government guidance on COVID-19 (coronavirus) as the situation develops. During this time, it’s important that we each do our part by staying at home as much as possible and practising social distancing. Almost all of our employees continue to work from home, providing support for our customers. We spoke to Shell Energy COO Judith Burditt to discuss how we are helping customers through the coronavirus.

We’re committed to providing transparency and clarity during this time, and ensuring that your questions are always answered. We sat down with our CEO Colin Crooks, who addressed some of the questions we’ve received from customers in this video. We also checked in with our customer services team who are working from home to continue to provide our customers with the best possible service – hear the stories from the team.

We’re working hard to ensure the majority of our services remain up and running during these unprecedented times. Check out our energy tariffs and get a quote, or take a look at our broadband packages.

Managing your account

You can manage your energy account and broadband account as normal by logging in or using our app. When you login via My Account, you can:

You can also reach us via:

Worried about managing your bills?

We understand that during this time you may experience difficulty in managing the payments of your bills. We’re here to help and support you during this time. If you have any questions, you can visit our FAQs section for more information on your options.

If you have a prepayment meter that doesn’t have the ability to be topped up remotely, there are steps we advise you to take should you feel unwell or need to self-isolate. You can find out more on our dedicated prepay help section.

We’re here to support you. If you’ve been affected by COVID-19, and need to discuss your situation with us, here’s some information about how to get in touch.

Smart meter installations update

We’re pleased to announce that smart meter installations have resumed, following an update to our installation process.

It’s very important that both our customers and engineers feel comfortable and stay safe during the installation, which is why we’ve developed a new process that keeps you protected.

You can book your smart meter installation online here.

Engineers will come equipped with PPE, including a protective mask, gloves and glasses, as well as hygiene items including antibacterial wipes and hand sanitiser. Engineers will also strictly adhere to social distancing rules, maintaining at least two metres from occupants at all times. For more information, please read the risk assessment from our installation partner SMS Plc.

To hear more about how we’re keeping our customers safe during installations, head over to our blog.

If you are self-isolating, please don’t book a smart meter appointment until further notice.

Managing your energy

At this time, saving energy at home and keeping energy bills low is more important than ever before. We’ve done some research about how energy and broadband usage has been affected by the lockdown.

We’ve also put together some quick and easy-to-follow energy saving tips that you can implement at home.

We understand that a lot of our customers and our colleagues are juggling many roles at home at the moment – teacher, carer, cook and entertainer all at once, while still maintaining other responsibilities like working from home. We’ve put together a pack of fun, educational activities, all themed around renewable energy and broadband, to help keep your children entertained at home. Try out our kids activity packs here.

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.

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

Social media

Send us a message or use the hashtag #AskShellEnergy on Facebook and Twitter, and we’ll get back to you as soon as possible.


You can email us at:


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

Useful information – energy customers

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

Useful information – broadband customers

Your broadband is unlimited

You don’t need to worry about usage caps or hidden charges during this time.

Your broadband performance

We’re working with our network partners to make sure your broadband performance is maintained at this time when there will be increased demand on the network.

If you’re a First Broadband or Fast Broadband customer and feel that you need increased capacity, please give us a call on 0330 094 5801 and select option 2 for Broadband, then option 2 again. We can then discuss options to upgrade you to one of our Superfast Fibre products.

Loss of service

Our agents will ask you to perform a number of checks as part of the fault diagnostics. It’d be really helpful if you can do this prior to contacting us by visiting our help and advice pages, as this could resolve a number of issues.

Video help is also available through the links provided below:

Broadband troubleshooting

Broadband speed troubleshooting

Phone diagnostic checks and its sister websites,,,,, and are all owned by John Donovan. There is also a Wikipedia article.

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