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Shell energy broadband customer services is just crap, crap, crap

28 March 2022

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

Shell energy broadband never go near…

Shell energy broadband never go near them,carried my land line number over to them but they me a new number it’s belong to someone else, Ongoing complaint but I phone they never answer me, one day try to phone from 1.30 to 8 pm still won’t answer, my answer to you never touch Shell energy, customer services is just crap, crap, crap.

Terrible avoid can’t log in

Terrible avoid can’t log in, they’ve stopped online chat, 4 hours to sort my issue out and it’s not done yet? Terrible and stressful

Avoid at all costs

Avoid at all costs. I was promised super fast boardband with average speeds of 63 getting 23 max at the property and told them to cancel on the same day because it was simply diabolical service and they are a nightmare to get hold of waiting over and hour to speak to them only to be hung up on. Just a scam of a company.

If I could give a minus I would

If I could give a minus I would. Customer service is pathetic, talking to a computerised voice, wait time 1 hour 35 minutes. Pathetic ‘service’. I moved to fibre and they did not send my new router. I am still waiting. Absolutely awful service. Steer well clear of this broadband provider.

Re broadband/telephone

Re broadband/telephone. . Didn’t receive speeds I was paying for, no telephone line for 9 months, poor customer service.

Decided to leave mostly based on poor customer service. Returned router as requested then they took money from my account for that router despite me contacting them with the tracking details. Small claims court now.


Broadband not working for nearly two weeks. Unable to get any support through phone or chat. Requested a password reset so I can access my account several times and never got it. Yet I’m being charged for the period I was unable to use it. Submitted request to be disconnected and guess what? No reply.

Completely incompetent one star is too…

Completely incompetent one star is too good for them

Avoid shell broadband at all costs

No response from complaints and customer service department now nearly 3 weeks on, despite stating they would reply and resolve the issues within 10 working days, and me having sent 2 follow up emails.. Broadband disconnects and drops off constantly. Have had to find other places to work while wfh or have had to hotspot. Internet is so bad you cannot even log in to check your emails let alone work. This doesn’t seem it is a problem just for me either. Comments from all over the country about how poor the internet is. Shell are taking money for a service they are not providing, and they are failing to provide even the slightest form of customer service in even replying to complaints. Avoid at all costs. There is a reason they have deals cheaper than other mainstream providers!

Shell Energy sucks.

Actually, a nil star rating would be more accurate. Is anyone else experiencing the shocking customer services of Shell Energy? In fact, does anyone actually work in their customer services? Since they’ve taken over the telephone and broadband services of the Post Office, it has been impossible to get through to speak to anyone on the phone. It just rings, rings and rings. I’ve tried for weeks. So, I’m going to cancel the service and go elsewhere. Just dreadful.


I am totally gobsmacked by this energy company called shell …last month based on reading they calculated 71 pounds this month no difference to household but they send me 153 pounds bill when I called to complain this guy called omar absolutely total waste my time not listening or helping..I wished I never left other main energy company like eon, British gas this shell company just act like cowboys trying to ripp you off.. I just can’t wait to get out of this cowboys EVEN IF I HAVE TO PAY MORE MONEY ..


Not fit for purpose!

If I could give a zero rating I would, the customer service is not fit for purpose, I feel invisible! I had a smart meter installed 6 weeks ago, the monitor still isn’t registering my usage for electricity, I’ve emailed twice and telephoned ( at a costly rate to be put on hold for a long period of time) and no solution to benefit me, messages indicating my monthly direct debit will nearly double and as I’ve cut back considerably I know the amount deducted from my account will be in excess of my usage, not happy and very disappointed with Shell! I’m a pensioner and anxious about finances, the objective of a smart meter was to monitor my daily usage….the company has failed me.

Do not use this company.

Left this company , on 10th Feb. , after 200% price hike .Received numerous emails and texts relating to my account in the days/weeks afterwards . As I was no longer able to access my account online , account closed , I managed to speak to someone by phone on7th March after being on hold for 25 mins . They informed me the reason for the contact was to arrange to pay a rebate I was due .
The rebate never arrived , instead I have again received numerous messages stating that I now have an outstanding payment due ! Today , 25th March , I have tried on 3 separate occasions to call Shell Energy on the numbers provided . Twice I finally got to talk to someone only to be cut off , the third time I was asked to leave a message only to be informed the message facility is full then cut off .
I have now written to Shell Energy as it`s impossible to contact them on any normal channels . How am I expected to deal with an issue when I can`t actually contact the company ? Please, do not use this company , their customer service is appalling . If anyone from Shell Energy is monitoring this site shame on you .

Simply pathetic customer service.

Simply pathetic customer service. No more to be said.


AVOID SHELL ENERGY AT ALL COSTS. They like to put 6 accounts on your credit file, despite your account with them confirming you only have 1 account, with a value of almost £4k each causing your credit file to appear as though you are in almost £22k worth of debt. As the cherry on the cake they like to mark that every single account is defaulting or missing payments every single month even though you can prove that you have paid it every single month. The staff are entirely incompetent and they target customers that they have full knowledge and evidence of being considered vulnerable. They are bullys and the worst energy company I have ever had the displeasure of dealing with in 18 years

Dreadful customer service

I was forced over to Shell Energy last year when Pure Planet went bust. Obviously my bills went up significantly but nothing I could do.
Many months later I’m still trying to get answers out of Shell regarding my account as I had money in credit with PP. Their online help site always gets me stuck in a queue of 10 – several times so not a coincidence. I’ve had 3 unhelpful phone calls with their overseas call centre. I’m still waiting for a promised call from a UK manager – a week so far. Dreadful customer service and my problem still not sorted out.

Was 27th in queue for online chat and…

Was 27th in queue for online chat and been sat on phone for an hour. Sent an email a week ago and received no reply from any of the correspondence above. Lost the will to live. Impossible to speak to anyone from this company. All I want to know, is that now my mothers contract has ended, has definitely been cancelled because the letter she has received is as clear as mud. Please forward a DIRECT contact number to discuss this further as this is ridiculous.

I left Pure Planet in October 2021 and…

I left Pure Planet in October 2021 and switched to Scottish Power . In the middle of this switching I was transferred to shell .
The £200 credit I was owed has gone to Shell . I have called, emailed, filled in complaint forms a plenty -it is now nearly April
6 months later -and these crooks still have my money. I’m exhausted with the whole process and not sure what to do next /

AVOID – full of excuses for poor service

Like others who have been transferred from Pure Planet I have had appalling service or lack of it from Shell. After numerous attempts top get through I eventually spoke to someone who seemed to try and help and who gave me assurances that my gas which should have been transferred at the same time as my electric would be sorted. I sent pictures of the meter and a reading back in February with a guarantee it would be resolved….. still waiting and now the end of March. As soon as its sorted I will go elsewhere. AVOID AT ALL COSTS

Very Bad Customer Service!

Shell Energy took over my supply when Pure Planet ceased trading. They have been terrible. I have Smart Meters (which were working at switch over) worked at first, then stopped sending info to Shell Energy, I stress they did work at first. The IHD was intermittent but has now stopped working on Elec, occasionally seems to work on gas. I cannot get a reading on the elec meter, I used to be able to get readings by pushing the button, but this has ceased to work. I asked Shell to check things. They didn’t. I raised a complaint, they did not contact me but said would look into things. Then they emailed me to say the complaint was resolved but did not say how. The meters still do not work. I am over 70 with health issues and can get no help or support from Shell, I have no idea what my usage is, and I do not trust Shell to provide a realistic estimate. I am refusing to increase my monthly payments until I have working IHD and Meters. They say I can’t refer to ombudsman as the complaint has to be over 56 days old, and as they show the complaint as resolved (It Is Not) it does not qualify! I do not know what will happen next.


Have been trying to get information since being taken over by Shell, was promised call backs, not happened. Was promised my smart meters would be sorted, nothing yet. Asked about tariffs, no proper answer. Asked if I was in debit or credit, no confirmation?
Not happy at all with service so far.

Absolutely awful

Just before Green went bust in Sept 2021, I transferred to Octopus, but the recovery of my credit balance had to be handled by Shell. Shell told me that there would be a delay but, as soon as they received the money, they would forward it to me immediately. On 19 February, I discovered that the refund (£271) had been sitting in my account since 25 January – and I had not been notified. Getting my money back has been really tortuous – e-mails not answered, promised phone calls not made, difficulty actually speaking to someone and getting sense. An initial payment had apparently been cancelled due to a ‘system failure’ and so on. Had I not persisted with this, I would never have got my money back – and I’ve never been a |Shell customer. Absolutely awful.

Awful complaint resolution

The customer service and complain resolution is terrible. Each time they assure you its resolved and then a few months down the line when you’re complaining about the exact same thing they apologise it hasn’t been done properly and will get resolved. Useless communication and no help at all

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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