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Trustpilot -5 rating for Shell telephone/broadband customer service

3 March 2022

The content below is sourced from current customer reviews of Shell Energy broadband published on Trustpilot.

DISGRACE Broadband no working, an hour on phone…

Broadband not working, an hour on phone on hold and live chat the same. give up and will leave Shell asap


Waited over a month for them to connect my internet service before giving up. Kept giving dates for activation which were then missed, and vague explanations as to what the problem was. Also, different reps said completely different things. Gave up in the end. Service was active both before and after my attempt to switch to this company.

Use at your peril

Given an option, I’d give Shell -5 for telephone/broadband customer service. Held on the phoneline for over two hours waiting for a “tech guy” to check on a fault on my 93 year old mother-in’law’s phone line without success. The chat line was unavailable so the following day I tried again. Over 1 hour waiting without success. Frankly they are the worst provider I’ve ever had the misfortune to use.

Moved from post office to shell and…

Moved from post office to shell and nothing worked. Broadband speed dropped to 17mbs from 34 mbs. Could not get through on the phone, waited 41 mins, with no answer. Cancellation charge astronomical.

I have recently migrated over to Shell…

I have recently migrated over to Shell Broadband from Post Office.
Firstly they don’t have a freephone number for low-income customers where the Post Office did.
Secondly, I spend the best part of 1 hour and 10 mins on expensive 0330 number at .15 per min on the phone dealing with someone who was unhelpful and uncaring regarding slow broadband and now taking up my case with their complaints department about the refund of the phone call, to be honest with its a disgrace and frankly, they are the worst provider I’ve ever had the misfortune to use. I am looking to move away if possible penalty free!

Really unprofessional customer service…

Really unprofessional customer service team. Wasted my 3 days just for a Broadband upgrade! Completely unacceptable behaviour. I would never recommend this company to anyone. I will surely post my review to everywhere and I don’t even mind putting this to my fan page. A simple upgrade is taking more than a month for them. They promised lots of times but never kept their promises. I am very disappointed with their service.



I am a new Shell Broadband Customer.

I was sent a router with a defective wps connector and so am unable to connect to critical devices until the router is replaced.

To have it replaced I will have to ring Shell at 15. per minute [standard call charges] because they do not provide an 0800 number – and hope they will answer before they have bankrupted me.

I have to call them because the CHAT facility on their website has been deactivated.

When I try to use the app it doesnt load on my iPad or returns an error message on my iPhone:

“Oops! We were unable to add your account list – Try again.” Trying again only takes me through the same process.

My broadband speed at the moment is no more than 2kbs.

My previous supplier was PLUSNET which has an 0800 number and excellent customer service.

If you are reading this, whatever apparent financial inducement SHELL may offer for you to be come a customer it will COST YOU FAR MORE in the long run WITH NO SUPPORT or effective CUSTOMER SERVICE.

Avoid this company, they breach contract and charge you for cancelling, close your complaints immediately

First of all I want to say, AVOID, this company cuts off your internet without giving any prior notice as to why, when, or how, then when you submit a complaint they immediately close it without any correspondance whatsoever, what happened? Well let me tell you, I’ve been using their broadband for just under a month, everything was “fine” until one day my connection completely went off, I could not get in touch with anyone from the company, and the outage was during my work (I work remotely), they did not message, email or call to give notice, and after i call them to cancel the service they charge me £300 for an unstable service, and for the outage?
They offer a mediocre £5 credit, oh but wait theres more, i filed a complaint on the same call, and after i get off the phone i get an email saying my complaint has been closed.
So to sum up, they breach contract, due to loss of service and they close my complaint? This will be submitted to the ombudsman.

The above 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

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