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Does anyone know how to contact Shell Broadband Customer Support?

“Does anyone know how to contact them, been out of action for nearly 1 week…?”

30 APRIL 2022

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

Broken Shell.

If you have an issue with Shell Broadband and have 90 minutes to waste listening to the same music over and over then Phone them, and when you eventually get through, they will transfer you to another department, more music, but you will never get through and it seems, that is what they want. I guess the same would apply to Shell Energy.

Almost 3 months on from my initial…

Almost 3 months on from my initial complaint, and what feels like hundreds of further attempts including emails and phone calls, Shell broadband are still yet to acknowledge my complaint and do anything about it. Shell broadband is not fit for purpose but they are continuing to bill me.

Absolutely appalling service.

Absolutely appalling service. Would not recommend she’ll energy are using Talk Talk lines so I was basically paying the extra money for the poor service and poor cooper lines! Management wouldn’t even bother speaking to me, your company is a joke!

The company is a joke

The company is a joke! I have been trying to resolve my issue for the last 7 months, calling them every 2 weeks to find out what is going on with my issue, without any luck! Lack of competition of consultants, passing the same assurance about my case and resolving it in 5 days. Have been moved from Colarado to Shell and can’t even change this unprofessional company! Really disappointed and disgusted with their Customer Service! Definitely the worst experience in my life!

Unable to contact when you have an issue

They switched my mothers house phone from post office to Shell. The phone line is not working no calls in our out. Called 4 times unable to get through after holding in excess of 30 minutes each time Live chat timed out and emailed with no response. Does anyone know how to contact them, been out of action for nearly 1 week

Considering a switch over to Shell Energy? Look elsewhere!

Words cannot fully express how poor the customer experience is with this company, but I’ll try.

In a nutshell, every single piece of communication they’ve ever shared with me has been riddled with confusion, contradiction and has always led to me having to contact them in some way. I’m not the type of person who feels the need to have to make phone calls to solve problems (I will help myself as much as possible), but it’s relentless with these people. I’ve wasted so much time with them, it’s unreal.

I didn’t willingly choose Shell Energy as a broadband provider (I was ported over to them from Post Office broadband), however, if you’re considering a switch over to Shell Energy, I wouldn’t hesitate to recommend you look elsewhere. They should rebrand as ‘Shell Energy Sapper’

Illegal activity

Actual thieves. Install a faulty meter which reports 10x actual usage, prove it’s faulty with replacement, are insisting I pay for the incorrect reports to the tune of thousands of £s. Genuine plea for everyone out there to avoid this company, they are actually operating illegally

Utterly disgusting ‘service’.

I have had nothing but a negative experience with shell. I bought and moved into my property back in June 2021 and I am still in the same position now as I was then, debating an extortionate bill they are trying to charge me that even themselves are admitting is an error. When moving in, I switched suppliers as the previous owner used shell so at no point was I a customer of theirs as I found a better deal elsewhere, but due to a mix up which I believe to be on shell’s end, they are insisting I pay over £700 for a 20 day electric period in June (the peak of summer might I add) because I don’t have a photo of my meter the day I got the keys to my flat. Who even keeps a record of this? To be told that they are ‘more than confident there’s an error’ but to still be told ‘there’s nothing we can do’ as the discrepancy between meter reads simply isn’t big enough to be worth fighting for is an absolute joke. Not only has it taken this long to be told I have to pay it regardless, I have spoken to at least 7 of their colleagues and all of which told me different information so clearly none of them know what they’re talking about. Waste of f***ing time.

AVOID! £800 monthly bill 1 bed house

AVOID! Ignore any responses below. I’ve called them and there solution is a payment plan haha! One bedroom house with one couple and a baby £800 pound for February 2022 bill and we are so careful about our usage that we was in CREDIT with pure planet I wish they didn’t go out of business. FROM MY EXPERIENCE SHELL ENERGY IS THE WORST MISTAKE YOU CAN MAKE. Avoid avoid avoid!

Time wasters

Half an hour to pickup a call, even worse to answer a chat and then agent put the phone down on you. The staff in customer service is rude and incompetent. It is appalling that this company does not value the time of its customers and operates by such low standards. This is not what you expect from a global brand like Shell. What a shame.

Will happily rejoin EDF Energy

Smart meter

we had our meter changed yesterday by Shell Energy, the engineer was awful and rude, he came without his tool kit, did not explain how the meter works and literally throw the booklet on the table and said “do what you want to do with it”. He left then without us having access to gas, we have to spend the night with friends because of no heating and gas!!!! terrible service


Moved; (January) read meters as I left, photos, received bill, large for me at just over £200 but paid immediately. Some weeks later I received another bill for £2 odd; responded by email, I’m not paying for new owners usage, pictures not good enough, need contract of sale! Have you ever had this rubbish from a supplier?? In all my home moves, I’ve never ever had a reading questioned. Not only is this annoying the tone they use is patronising; it takes 3 wks for them to respond to each message. As May is fast approaching I had a ‘You’re moving’ email again, fingers crossed they are actually closing the account. If not I will be reviewing again. It goes without saying I wouldn’t use again. Shell Energy must have used quite a bit more than £2 trying to extract £2 they weren’t owed by me anyway, good. Shell Energy, if you read your reviews I will be complaining formally.

Data is not secure but they love overcharging

Just seen my latest Shell Energy Bill – 3 weeks late. And it’s all online. Been charged an additional £450 for gas I haven’t used. Took a customer meter reading on 31 March and Shell took an automatic one the same date at a slightly later time. DIfference between the two readings was 3. There is another customer reading allocated to my account which was 990 m3 higher than the reading I submitted and their own smart meter reading. A smart meter reading of 3462 was then taken on 5th April. Shell rejected that smart meter reading and validated the high customer reading. The smart meter reading fits the pattern of usage since they took over Pure Planet customers but they decided to use a customer reading which I did not submit. Basic data validation would say that the high customer reading didn’t look right but obviously Shell Energy work on charging as much as they possibly can.
Add to that that their monthly direct debit is a gross overestimation of usage. They base it on their records which are for a winter period. I thought they got the records from the companies who went under, at least that’s what we were told by the previous supplier

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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