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Warning for anyone thinking if using Shell Broadband services

I hope this serves as a warning for anyone thinking if using Shell Broadband services

1 1 Nov 2022

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

Don’t use their broadband service

Don’t use their broadband service, drops out on a regular basis and the customer service is shocking. Often have to wait in excess of 50 minutes to speak to anyone!

Date of experience: 10 November 2022

Absolutely horrendous service

Absolutely horrendous service. Without Broad band for 6 weks refunded for 2 and then charged for 8. Customer service personel do not have a clue and are rude and patronising. Still no resolution 3 months on so I have left.

Date of experience: 09 November 2022

No reliable internet since August and contact from Shell

And the problem since August continues – I have now been without any internet for 10 days – plus I have been having poor broadband and internet connectivity for over 4 months now. However the real issue is that you cannot get a response from Shell Energy. Their chat bot is offline permanently. I have called numerous times – but been listening to automated music and “we will be with you shortly” for over an hour before I hung up. I have had no response to numerous online form filling (done from other peoples broadband – as mine isnt working). I have emailed a complaint and still not been contacted except been asked to call the telephone number that doesnt get answered. Now I am trying to cancel my contract again but still no contact from Shell! I am trying resolver to see if that helps.

Date of experience: 08 November 2022

I hope this serves as a warning for…

I hope this serves as a warning for anyone thinking if using Shell Broadband services.

I had signed up in August for a broadband connection and it 2nd week of November they haven’t managed to install or get the service running.

DONT BE FOOLED BY THIER PRICES or PROMOTIONS – they are one of the worst service providers I have seen in my entire 30+ years life

I thought the same when signing up that it wont happen to me but regret is like the least of my feelings

Date of experience: 07 November 2022

Are these reviews genuine?

Shell are not interested in your experience and whether you can track your usage after ‘smart’ meters are fitted -almost three weeks after installation I still cannot follow my usage ! I do not believe the reviews on here are genuine -they need checking ! Because my Shell Energy experience is terrible – they don’t ring true !

And these guys sell broadband.

Their selling broadband Internet while you can’t log into ur energy account online because the server is to busy, let that sink in, a broadband seller who can’t handle server traffic at peak times thank christ I’m only using shell energy for gas & electricity.

Date of experience: 07 November 2022

Date of experience: 24 October 2022

Worse than TalkTalk!

Absolutely appalling. Changed to Shell Broadband and they have failed to keep in contact, failed to deliver a router and failed to connect me to the network on day 1. I would seriously avoid Shell Broadband. We are no without service and shell did not care a bit. I now have to grovel to my previous provider to see if they are able to reconnect me. Complaint made to Shell and to Ofcom. Companies really ought to be accountable for this level of service and be made to compensate customers.

Date of experience: 08 November 2022

Tried talking in the online chat

Tried talking in the online chat, managed eventually to talk to a human Naz, he basically told me it was my own fault that the shell website wouldn’t let me see my own bill, he kept insisting that I has to clear my cookies , which I actually did, then he just disappeared! Phoned the customer service spoke to some lady who was about as helpful as a chocolate fireguard around a blast furnace, she sent me a reference number which led me to a site which actually does not exist! Something along the lines of first utilities?? Apparently the site where she sent me was closed years ago because shell bought them out! Absolutely horrendous service. Can’t wait to leave them!!!

Date of experience: 10 November 2022


Dreadful. Smart meters don’t communicate, constant requests to increase direct debit despite being over £400 in credit and bills not produced on a timely basis. Obviously none of the billions of pounds of profit made by Shell are reinvested in the I.T. department or customer services. Will leave this company as soon as possible.

Date of experience: 09 November 2022

Huge increases to my direct debit…

Huge increases to my direct debit despite large amount of credit on account, unable to lower the amount without cancelling DD. Email out bills and then the website doesn’t allow you to view your account. No understanding of how anxiety inducing it is for regular customers at the moment waiting to see their bill.

Date of experience: 08 November 2022

Worst supplier I’ve experienced.

Moved over to Shell when our energy supplier went bankrupt. Every interaction with them was painful, from failing to correctly fit a smart meter several times, completely clueless customer support reps and long waiting times.
When we finally transferred from them, they lost our final payment somehow, and started calling me 3 times a day, from 9am to 9pm chasing it up even though I explained every single time that their billing department was working on it.
I’d never willingly choose Shell as my supplier based on my experience.

Date of experience: 08 November 2022

Do as they please with your money and take much more than needed…

We got put with Shell when our energy company went under and have had nothing but bad service since. We use £100-£130 per month (summer) and are £600 in credit, recently received an email to say they are upping our payments to £400 per month else we will be in debt by Feb!! I objected and they allowed me to drop the payments to £270 which plus the governments help is over £330 per month. Just received this months bill and they have charged us £419 for the £193 we have used and the website is down so I can’t look into it…they seem to make the figures up as they go along I can’t wait to switch providers.

Date of experience: 08 November 2022

Don’t call us , we’ll never call you

So took out shell broadband. Firstly date of engineer visit we found waited in all day then found out she had visited for five minutes.

Then open up router find code for router and key are two different items. Four emails and three phone calls to shell without answer.

End result went to different service.

Date of experience: 09 October 2022

Make it incredibly difficult to cancel-…

Make it incredibly difficult to cancel- even once contract has ended. They don’t recognise their own online cancellation form. 8 days after sending the form they replied saying I need to phone- last time I tried to phone I was on hold for half an hour and got nowhere. Terrible customer service.

Date of experience: 31 October 2022


I’ve had an on going issue for a year now that I was told from the beginning that would be sorted- my smart meter not connecting, which lead to getting extremely overcharged and in credit.
Every time I call I get someone telling me they will pass it on to the appropriate team and it never gets sorted. I called 2 months ago for a final time to put in a complaint and to raise it again and they told me someone would be in contact with me from the complaints department that next week and I still haven’t heard back.
Dreadful customer service and I’ll be moving supplier asap

Date of experience: 01 January 2022

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. Shell Plc CEO Ben Van Beurden openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy. 

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