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Terrible Customer Service from Shell Energy Broadband

8 Jan 2023

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

Awful service

Terrible customer service, WiFi has been working intermittently, I have been ringing up asking for this to be fixed, which was finally done after Christmas. I was cut off twice on the phone.

Avoid Shell Energy for Bradband

Ordered broadband from shell in December with a go live date of 20th December. After 16 days still no broadband and customer service can not give me a date when the broadband will be working. Avoid.

One of the worst broadband providers…

One of the worst broadband providers I’ve dealt with. Really useless. They cancelled my broadband 3 days before I was due to move house and when I got through to the cancellations team they said it wasn’t cancelled and I should speak to the technical difficulties team who would help. They were also rubbish as they said my account has been cancelled so there’s nothing they can do about it. I was passed from department to department until I got back to the retentions team who said that’s it definitely not been cancelled but no one can do anything this close to the move date. Which doesn’t make sense as I’m still paying £31 for something you aren’t providing. I spent over three hours on the phone with them and they had no remorse. I wish I could give negative stars.


Current balance

Direct Debit overview
Monthly payment
Payment date

Total charges this bill £418.35 – 4th january.

go figure. these people are out of control and hooked on obscene profits. the price of gas has actually fallen these past few months, since the reserves across europe were finally topped up. and still they bleed us dry with ever inflated bills that we seem powerless to question. oh to be a shareholder!

Shell service

I can’t believe that company this size allowed for very crappy service! I applied for Economy7 tariff over 6 months ago and reapplied 3 more times in the meantime and Shell service saying every time that they can’t connect with my smart meter (they installed) and they are not able to help, but for the monthly payment readings they connect without any problem!!! I’m just fed up with Shell and don’t know what to do. When I try to change the service provider every search ends up with information that I don’t have to do it and forcing me to stay with actual energy provider, what is this! It looks like we living in some kind of regime and there is no free will anymore! This is ridiculous.

They are raising direct debit amount…

They are raising direct debit amount with no consent, sending estimated bill( I have smartmeter!!) So they to be blame for that, and after all of this threatening with debt collectors, no different than Gazprom ,(Putin) greedy liers last but not least most expensive electricity in the world !! But why ask Yourselfs if there is so many wind farms in uk and so windy that they have to switch them off becouse grid can’t take it.hmm?

These thieves are stealing your money.

These thieves are stealing your money.

I have direct debit set up for £185 / months it is deducted from my bank account and the account summary shows only £65 direct debit!?
Also their costumer service is non existent.

I keep receiving messages to increase my direct debit,did it three times already and never enough even though is more than monthly usage….

I’ll already asked them to change my meters in the building as it is impossible I would be using so much energy when heating was not even switched off during the day since 2021,boiler is constantly switched off,watch teli only 2-3hrs / day and that is it,even the kettle is unplugged!

I guess they can charge you as much as they want.

Shell operating like a “shell company”

Have been trying for more than 2 weeks to get somebody to explain to me why Shell stopped billing me more than 2 months ago giving me a false impression of the credit status of my account.They have been advising me that I am more than £250 on credit when I calculate I am probably at least £50 in debit.
So far all I have is a list of broken promises from a whole range of staff.( a different person every time despite repeated promises “I will definitely call you back”
Amusingly many of these work in the ” resolutions” team but nobody resolves anything

Unprofessional customer services

I was with this company for 2 years then I thought it is good idea to take them with me as I moving to another property. They did 3 mistakes while moving. I had to call literally 20 times and it appears they don’t have any continuity of work. The customer service agents don’t know anything about their work and when I asked to put to their manager they hang up. They made me start account 3 times and it didn’t work . They keep saying that I need to give them more information but when I call each agent refer me to other agents with no progress. Really worst customer services ever. I am currently can’t continue with them and can’t switch to other. I think their service have zero monitoring and those agent are not trained to their jobs correctly. This problem has been going for 2 months, can you imagine the waste of time and energy

Total nightmare dealing with Shell Energy from start to finish

We were switched automatically from Pure Planet to Shell Energy around a year ago and the who experience with them from start to finish has been horrific – have only given them one star as couldn’t do zero stars!

They rarely produce monthly bills despite having 2 x smart meters installed, change our monthly DD most months with no reason or figures to justify and as a result have been over £1,000 in credit despite asking for this (and being promised it would be) repaid it hasn’t and they simply NEVER do anything they say they will. Can’t wait to switch away and will never use them again – avoid at all costs if at all possible!

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 (now retired) 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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