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Awful Broadband Experience from Shell Energy

20 Oct 2022

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

Awful Broadband Experience

Shell Energy Broadband
They have the worst routers that I’ve encountered in many many years. They take weeks, literally weeks, to respond to requests for assistance. They keep sending your the same rubbish routers, even when you’ve already tried the same one and it didn’t work – they don’t read your history. Their phoneline opening hours are rubbish. Avoid. Avoid. Avoid.

Date of experience: 15 October 2022

The worst WiFi provider

So awful. Have been waiting 3 weeks for WiFi to come. Had to keep calling them for updates-waited for 1 hour on hold, only for them to inform me that they have cancelled our order via system error and have still taken money from our account.
That’s 3 weeks without WiFi and have been logging onto our online portal with the order number for the whole time with no updates.
They contacted me last week to say there was a ‘delay’ and now they’ve simply ‘accidentally’ cancelled the order.
We now have to order from another provider and wait another few weeks for WiFi to come.
Don’t waste your time-the most frustrating experience ever.

Date of experience: 19 October 2022

Shell Energy the greedy bully.

Shell Energy the greedy bully.
After a full 24 months I’m £63 in credit. So instead of the 26.8% increase of the energy cap,they increase my DD payments by 36.9%. They also make it very difficult to contact them by phone or email. Minus five stars from me who ALWAYS PAYS MY BILLS.

Date of experience: 11 October 2022


WISH I COULD GIVE 0 STARS! Horrible company, trying to charge me for a bill when I haven’t lived in said property for over a year. Sent them the evidence they’ve asked for, and all they are bothered about is getting their money payed regardless of whether they are targeting the right person or not. I am appalled at the way they are treating me. Like a company full of vultures.

Date of experience: 18 October 2022

Don’t Answer Phone!

My mother is 93 , has limited mobility and lives on her on. She only has a landline and no mobile phone or internet access. She relies on her phone for contact with the outside world and importantly , can need emergency assistance through phoneline.

Phoneline has been down for past 2 days and despite repeated phone calls cannot get through to someone to report the problem. So , thought i’d try the online Chatline service. Not working. So , sent a complaint online. Got an automated reply to say they were busy , which means I have no idea when this will dealt with.

Absolutely useless ! Not poor customer service, but no customer service in this case.

Avoid !

Date of experience: 18 October 2022


If you want an electricity and gas company that values its customers, DO NOT USE SHELL ENERGY.
I became a customer because SHELL took over my previous energy provider. After shell took over from First Utility the smart meter stopped working and SHELL has either refused to fix it or can’t fix it. To make things worse they have been billing on estimates and I can’t get to speak to a human being about the problem. I have tried to leave shell but without a meter reading, I am not able to leave. Basically, they have no idea when the so called smart meter problem will be solved and I am stuck with the worst energy provider I have used in over 25 years.

Date of experience: 18 October 2022

Shell Energy Usage graphs disappeared

Shell Energy previously provided excellent usage graphs pre- smart meter- but since we upgraded however all that data has disappeared. I have kindly requested it reinstated (or manually get sent graphs by email if need be) . I have spoken to 4 agents over many months who all promised to deal – absolutely nothing happened! a complaint was raised previously but I find out today that was closed off …WHY???!! Another complaint has been raised today by ‘Amina’ who has advised resolution within 10 days !! Let’s see is somebody at the company can actually be bothered to at least make contact and answer a pretty simple query……… I live in hope…….

Date of experience: 20 October 2022

Dead telephone line – No customer service

Dead telephone line, called support 45mins on hold picked up the phone and explained the issue got told they will transfer me to the technical department won’t be placed in a queue. Then got placed into another queue 45 mins later dropped the call, 90mins of my life i am not getting back started at 8:30am trying to reach this company it is now 11:26, still on hold with the 3rd call. I thought Talk Talk was bad, Shell Energy has just taken first prize.

Date of experience: 19 October 2022

New contract was rejected twice

New contract was rejected twice, even though I’d been with Shell since they took over the Post Office contract, lots of hassle and lies, lost Internet 1 week ago, more lies, 270 minutes of me calling them in past week, they trued to tell me Sky had blocked my landlines ( I was with Sky 2 years ago), now saying Openreach need to do work on my line to get connected and they’ll update me in 2 days! Steer clear, terrible company, will be contacting another provider for Broadband and our energy.

Date of experience: 01 August 2022

My initial dealings with your customer…

My initial dealings with your customer service was TERRIBLE. However I must commend Aleksandra from the Resolution team. She has been nothing but polite, courteous and totally understood my problem. She is how all your customer service team should be. Thank you Aleksandra you are a real asset to Shell energy

Date of experience: 19 October 2022

Cannot see bills

I have a telephone account with this company which was previously with the Post office. Prices have increased but I cannot access my bills due to some sort of system problem they have. Despite complaints they just don’t seem able or willing to fix it. Not a good advert for a technology provider.

Date of experience: 19 October 2022

Help me

Just been a customer with shell worst experience I did can’t excess my account on line no idea what my last bill is . Spend a least 1 hour a day trying to sort out my online account. my meter I have to check usage payment etc doesn’t work is anyone interested NO !!!!!!!!!!

Date of experience: 18 October 2022

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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