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Shell Crap Broadband provides the rudest customer service

11 APRIL 2022

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


Well what a company hours to get through left without broadband then the rudest of customer services I’ve ever had, they dod not care that I had lost money through lack of supply and just fobbed us off. Never again will we have any dealings with shell energy or any of there products. Customer service was appalling and they said they did not care what we put so to me that says a lot about what they think about there customers cost me 2 days wages as I could not work from home

I am a Shell Broadband customer but…

I am a Shell Broadband customer but there is nowhere else to put my review so I’ll pop it here. If you’re thinking of switching to Shell Broadband because of their competitive rates I urge you to think again. I was swapped over from post office and for some reason unknown to me the internet connectivity has been a big issue for the last month. First of all, when you call them, be prepared to hold for about 40 minutes a time. I was told that they could detect a fault on the line. The first time they made an appointment to send someone they didn’t turn up at all, so that’s a days wages lost… Second time we had someone rewiring but to not much avail. There are 2 laptops in the preoperty and there is no way both will connect. You get about an hours or so internet for one laptop in the morning and then it gets repeatedly disconnected for the remainder of the time, even with all phones off. No-one cares.

On hold now for over 30 minutes

On hold now for over 30 minutes, listening to awful music and paying for this call. Where are the customer advisors? Appalling service.

Worst customer experience I’ve ever…

Worst customer experience I’ve ever had. For months been going back and forth with different advisors who tell me they’ve dealt with my requests but never gets fixed. Just tell you what u want to hear. I’m sure people who have given 5 star reviews would retract some of them when they find out their requests haven’t been dealt with as told.


Do not use Shell energy due to harassment and forcing me to still use there supply of gas even though I don’t use gas..
They have harass me from day one about smart meters and now wanting a payment I paid last month.. They are awful as a company and I’m waiting for a apology letter because I had to go to ombudsman about there conduct…and it took them a while with buying from Russia…

Zero customer service – AVOID AT ALL COST

I moved house on 2nd feb and submitted final readings to shell
A month later I had to ask for final bill, as they had overlooked the readings. I subsequently paid the bill only to keep getting further demands for amounts ranging from £55 to £430. I filled out an online complaint form, only for it be ignored and an outstanding amount of £55 was passed to a credit company. I have paid this in full, to avoid a stain on my credit rating, however the Zinc Group, who they passed the ‘debt’ onto are just as incompetent. Avoid this energy company

Reply to Duz

I did use social networks. Six messages over 10 days and no reply.
You as a company are the worst extreme of incompetence and you all make statements that not truthful.  When challenged you just hang up. Absolutely disgraceful example of everything that is the worst of customer service.

Shell are appalling company to deal…

Shell are appalling company to deal with the time I was with them and they overcharged my account by 4k which caused almost me to have a mental breakdown they did nothing to help my situation after First Utility messed my accounts that they closed one account however it was still producing Bills from account. Shell energy took First Utility however weren’t helping just wanted the money!

Parental Controls

No option at all to apply parental locks to their broadband service, Talk Talk, Vodaphone, BT and Plusnet all offer this as standard. £200 exit fee as I tried to move to a different provider to remedy this. Cold, robotic customer service, really no need to go with this provider.

Poor service to customers transferred from Pure Planet.

4 months after finalising my account with Shell Energy (previously Pure Planet), I am still to receive the refund I am owed. This is despite many emails and phone calls. Dreadful.

Worst Ever!

Worst Ever!
Switched to shell in earlier in the year. Never heard anything until about June that I received a £30 cheque bribe in the post to apologise for the delay. When services eventually started I got my bill and paid. In September 2021 I called because it was becoming an inconvenience to send my gas meter reading due to location on meter only to be told I was meant to send my electric meter screenshot. I responded how was I meant to know if this has not been communicated to me? Or how has this been communicated to me? The agent hung up and I called back and the second agent apologised after I asked same questions. She apologised because no one has bothered to email or send a letter through the post. That’s how a complaint process went on FOREVER! A contact from shell energy MONIKA, was the one dealing with this and on a day I tried to log on she said my account is been updated and I can’t log on so I should not make payment either u til the investigation is over. As at January investigation was still ongoing and even involved OFGEN who is also NOT FIT FOR PURPOSE! She’ll put a late payment marking on my credit file while the investigation was still ongoing despite Monika telling me not to make payment and OFGEN suggested a £75 bribe to shell to credit my account. I am worth more than £75 and it will not remove the late payment markings so I turned it down.
I have asked for Shell to remove this and I will make your FULL payment the same day this is off my records otherwise let’s go to court


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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