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No Trustpilot Stars for Shell Energy Broadband

“…I as a leaving customer now have a bad taste in my mouth when i think of Shell Energy Broadband – Would i consider Shell Energy again in the future – Simple answer is NO (you have lost a customer for ever now!).”

4 APRIL 2022

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

Absolutely atrocious.

As per usual, my weekly Monday morning call to this shambolic Company ends in frustration and, anger. I rue the day i signed up to this mob. They are about as much use as a handbrake on a canoe.


I would have preferred to not give any stars at all. I moved home, they cut me off early, did not connect me at the new property. As I had broadband and home’phone package (from the days of Post Office who were excellent) I was left with a tiny 15-year-old pay-as-you-go mobile as my only communication for 6 weeks. Even borrowing other people’s ‘phones was frustrating as the minimum wait was half-an-hour before a reply and usually longer.

On one memorable occasion, when I eventually got through to somebody who had a grasp of the problem, they put me through to a line with ‘only 2 calls waiting’ and, when somebody answered, it was to say he couldn’t help me as they were now closing – end of conversation – NEARLY 2 HOURS!!!!

More hours spent on e-mail explaining why I couldn’t ‘phone and hang on indefinitely with much the same result, i.e. no resolution so have gone with a new supplier. Only then did I even get confirmation that they were not going to connect me at either address; until then, I was fully expecting them to even bill ME.

Strange that the only good reviews here are by selected invitees.

Charges applied when fault of shell

Broadband was due to go live however was not working and shell energy confirmed they would send out an engineer.

Did not have broadband for 5 days and Took time off work to wait for engineer. Engineer came and the error was on shell broadbands side.

Shell then tried to charge £57 for the engineer visit – rang twice and made a complaint. They kept saying they would write it off but haven’t – now getting emails to say phone line and wifi will be suspended.

Very very poor customer service

No good at even the basics – answering the phone?

I was a Happy post office broadband customer until Shell Energy bought out their service. I tried to contact the Shell Energy customers services team to renew, however after 30 mins waiting in a call que I abandoned not once, not twice, but 3 times – i don’t have the luxury of sitting around waiting to speak to my Broadband provider! So i went with another broadband provider who would happily speak to me. I couldn’t then cancel the Shell energy service by app or chat – i had to speak to an adviser. Another 30 min wait – where i then got the excuse that increase call times are due to having to service the old post office broadband customer base. Hang on – Shell bought that service and customer base – how could they not forsee the numbers of customers (almost a year on)? Did they save money by sacking the old call center staff? hmmm. Anyway Shell – Fix the basics – have the right number of call centre staff so that customers can speak to you. I as a leaving customer now have a bad taste in my mouth when i think of Shell Energy Broadband – Would i consider Shell Energy again in the future – Simple answer is NO (you have lost a customer for ever now!).

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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