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Shell Energy: the worst broadband providers in the UK

2 August 2022

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

I’ve been with no internet during 5…

I’ve been with no internet during 5 days. They do not answer emails and if you try to contact them you will need to wait minimum one hour and they will just tell you wait untill midnight and if it does not work after that call back…

the worst broadband providers in the UK

These are the worst broadband providers in the UK. A total shambles in every department. Threatening letters to pensioners are something companies did back in the 70’s. Check social media for many more customers regretting ever switching over. Awful people. Terrible service. Download speeds from the days of dial up.


PLEASE AVOID THIS COMPANY! Emailed a week ago! No reply! Contact is impossible. No chat available ever and can’t get through on the phone! Never reply to emails. I am paying £22.99 a month and getting speeds of 9.5 . Connection keeps going too. I am over 60 and disabled and this is my lifeline but I cannot get in touch with them. Transfered from Post Office. I have no account online with them as they won’t allow it. You cannot get your end dates etc or any info on your contract. Is this even legal? Read all reviews on different sites for them. Disgusting! Let’s see if I get a call from them as left my account number!

Terrible Customer ‘Service’

Recently, Shell Energy put their price up, so I looked at alternatives and decided to go with Now Broadband instead.
Shell rapidly backtracked and put the price back down, so I decided to stay with them, but wish I hadn’t.
I’ve called Shell 5 times (so far) to get them to email me the latest contract, but each time they say Now have taken it over and I have to wait for them to drop it. However, when I called Now, they insisted that they have already done this.
My basic problem with Shell is that every time I call, I’m on the line for 40 – 50 minutes, most of it ‘on hold’ waiting to be transferred to their ‘Retentions Dept’. On 3 occasions, they’ve offered to call me back the next day but have NEVER done so.
I spoke to someone today (hello Ron) who also promised to call me back tomorrow. I told him about the previous 3 failures and that if he also failed, my next call would be to cancel.
To be fair, their broadband has been reliable, so I’ve not had to deal with their customer ‘service’. Now that I have, I can see why so many others give it a good slagging off.

Avoid like the plague – customer service is useless, inefficient, apathetic (the list goes on and on)

My mum left Shell Energy (home phone line rental) on 11 May, having paid line rental up-front to 14 July. I have been trying ever since, without success, to have her money refunded. Poor communication (phone, e-mail, webchat), letters from Shell that take weeks to arrive (asking / threatening her to return a router she has never had), replies on Trustpilot asking me to use Twitter or Facebook even though I have stated clearly on several occasions that I don’t use either: the ineptitude of this company is simply breathtaking. It’s just as well they are making obscene profits on oil because their communication business is dire. The latest fiasco is a “bill” which shows that my mum is in credit: so where is her cheque, refunding the money that Shell has been hanging on to for over 2 months?? Wouldn’t it have made sense to enclose this so that we can put an end to this sorry affair? Or is that yet another task that is too difficult?? SEND MY MOTHER THE MONEY YOU OWE HER!!!!! AND DO NOT REPLY TO THIS POST ASKING ME TO MAKE CONTACT VIA TWITTER OR FACEBOOK.

Hi anyone there?

Hi, I’ll write this review in the hope that I get a response from shell energy as I’m fed up of being put on hold to the next unhelpful member of staff!
I closed my account with shell broad band last 8/11/22 after a 45 minutes on the phone. I cancelled the service because I was moving. I left them with a temporary postal address to forward any remaining post. Since then they have continued to send me bills for services which I haven’t had!
Now it seems to difficult for them to close down the account.
So because of this I have gone to Citizens advice. They advised me to ask for the details of the phone call cancelling the broadband services for the proof. Trying to speak to a member of staff is impossible! Ironically I heard on the news today how well shell is doing!
If any shell members of staff read this please get in touch, I won’t keep you on hold for hours! I just want the account closed asap and I assure you I will never bother you again!
Can I just add I didn’t choose the shell broadband services, I was previously a customer of the post office whom unfortunately sold up to Shell. Prior to this the post office were excellent, I never had any issues with them! Perhaps Shell should gets some tips on customer service from them!

Not to be trusted to pay their debts

Unbelievably, and quite separately from my earlier adverse review, I have yet again not only had to take this company to the County Court (again) and won (again), but I have also (again) had to send bailiffs with a Warrant of Control to collect the judgement debt or seize goods in lieu. They are once again showing us as having arrears on the account even though every invoice received has been paid in full on the day of receipt.

Obviously, I wouldn’t have chosen this company to supply our electricity but Ofgem transferred us to Shell Energy Limited as a “supplier of last resort” when the previous provider went bust.

As a matter of interest, they keep records on customers that aren’t disclosed in Subject Access Requests, currently subject of a complaint to the ICO.

When I left Shell over 2 months ago my…

When I left Shell over 2 months ago my account was in credit, 2 phone calls later I still haven’t received my refund. Unethical behaviour, is as polite a term I can use , the call centre are worse than useless, avoid this company , they still owe me £24, disgraceful

Awful Customer Service

I’ve been billed for a period when I no longer lived in the property and also at the time of the bill, the gas box had been replaced with a PAYG Meter.
I’ve spoken to numerous people about the same thing, provided evidence, again, numerous times. I even got a call saying it was finally resolved and closed, when 2 weeks later I got another email requesting money and threatening my credit. Absolutely appalled by the service.

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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