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Shell Broadband customer care at it’s very worst!

16 March 2023

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

Awful service

Awful service, customer care at it’s very worst! The phone and broadband goes down, you call them and they don’t help. In fact they try to charge you to fix a problem that isn’t even your fault. Yet you are forced to pay for a service that doesn’t work

Absolutely the worst internet i have…

Absolutely the worst internet i have EVER had!!!
I can’t wait to switch back to sky.
It never ever works and if it does it’s still not the best.
Ridiculous and absolute waste of money.
Never again!!!

Useless! The saga of the returned router continues!

We moved house at the end of May 2022, we cancelled the broadband, yet a week after moving they emailed to say they wanted the router back. Our stuff was in storage for 6 months and I was inundated with emails and demands to pay £35, despite explaining the situation. Perhaps if I had been informed BEFORE moving, I would have happily sent in the post. I paid the £35 and have been trying to get this refunded since the New Year! AVOID AT ALL COSTS. POOR customer service, poor communication – the phone hangs up almost every call! I would most definitely NOT recommend this company.



Cancelled my broadband last year and they are still requesting money. I have late payments on my account and my Experian Credit File has taken battering. Come on Shell have some respect for your customers and stop doing this. No wonder you have so many bad reviews. I want a Shell member of staff to contact me and do three things.

1. Clean up my Experian Credit File so it doesnt have any missed payments showing. I can’t get a mortgage at the moment.
2. Write to me with an apology and confirm my account has been closed. I still havent had any correspondence despite asking several times.
3. Compensate me with a £100 for the rubbish service.

Finally, if I dont get a reply like the last one I posted, I will keep putting 1 star reviews up until you get the message.

Taking legal action – I have just got off the phone having…

I have just got off the phone having been told one thing only to receive an e-mail telling me the exact opposite. They have been absolutely dishonest from the outset and have gone so far as to add negative credit reports to me rating when they admit they did not invoice me for the amount they claim in late and are not even sure it was actually due. I was told on the phone they were going to sort it – only to get the e-mail saying the exact opposite. Do not use Shell.

Taking legal action today

If I could select lower than 1 star I would. From huge major concerns regarding data protection. Terrible customer service. Emails being ignored. Demonstrating complete inability to log even the most simplistic details on multiple occasions. I have a manager calling me back today to discuss serious issues regarding Data Protection, causing Maternal Stress to my wife. Financial threats. Taking legal action today DO NOT sign up.

This company is completely incompetent

This company is completely incompetent. No complaint procedure. Send emails that to cause fear, a contact centre that does not understand said email. Rude contact agent. Told 56 days before someone will contact me regarding a complaint. Not the first time I have had issues trying to contact a Complaints Dept. Staff who do not understand. Greed and incompetence.

Have always been on card meter and i…

Have always been on card meter and i moved to a new property. I wanted a card meter put in my new property (4 hours on the phone pushed to different departments )and they refused so they said I could have a the new smart meter fitted but could not give a time so i had to except this. Today I have received a bill off my pre pay card meter Gas £45.51 and electric £156.93 for my old property . I called Shell and they could not explain and would look at the bill again and will take a week . NOT good enough how do you get charged for something you pay up front, Kicked there |Broadband out for bad service looks like I am going down the same route, Horrible service when you contact them never get a answer

Bill incompetence

My girlfriend is fed up of trying to sort her duel fuel bill out even though it’s supposed to be a smart meter. Her meter reading for gas was completely wrong according to the bill with the reading being 00000. She sent in the reading and a new bill was deduced but when going to pay the previous amount was there instead. This is causing arguments and frustration for incompetence on shells behalf . Please sort it out

The above are extracts from the 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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