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29 April 2023

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


Absolutely useless! Not a brain cell between them! Keep getting told someone will call me back, which never happens, then when you call them they’re attitude is absolutely stinking! If you’re looking for a broadband provider, AVOID THESE CLOWNS!

Terrible service!!!!!!

Terrible service!!!!!!! their website doesn’t allow for inputting meter readings in Jun 2022 to Dec 2022. Then i called them and provide meter readings I’m still getting estimated bills. And then i submitted the readings online in recent months. They mentioned that they never received the accurate the meter reading in until this month, and provide inaccurate bill for over the last 10 months.

Numerous errors and no customer service

Renewed my Shell Energy broadband at the beginning of the year. After a delay in the upgrade I have been billed incorrectly every single month since. The contact team is appalling each call you are passed round the houses having to explain to each individual the problem again and again. They finally agree its their fault then they want you to call another team to ask for the refund for their error. No ownership, accountability or customer service at all, they won’t even log your complaint. Avoid.

Update from Review November 2022 – Still Really Bad…

This is an update from my review in November 2022.

Shell Energy Broadband continues to offer very poor customer service and value for money. I negotiated a discount from their recent 10%+ price increase down to £.75 per month, but this has been ignored in my recent bill. My attempts to contact them via phone (good luck) and email have been fruitless.

I just wish they would let me cancel without penalty and put me out of my misery…

Ongoing issues with Shell.

Proficient and affable agent, Andrej M. Didn’t argue as so many of his colleagues have in the past and listened well. I’ve lost count of the times I have been told one thing on the phone and then the exact opposite by email a couple of hours later. Some of the agents are so dogmatic that when you disagree with them they seek to explain things once again, no matter how many times you tell them as an ex English teacher you understand their argument it’s just that it doesn’t make sense. A couple of hours later I get an email confirming I was right in the first place and they were wrong.
This has been an on going series of issues since last September. Agents must listen more to the customer.


my line finally got restored today after 3 days!!!

when explaining the frustration this caused to me and my family not having the line, without the decency of getting in touch before doing such a drastic move of cutting of a line, just due to concern of me going above my limits not knowing the restriction included in a anytime plan (its all on the contract 22 pages……………) I was shocked to my core, the line just got cut off………… no call back obviously !!

in a nut SHELL i am extremally disappointed with their service.
in my experience, being with shell is hell !!

Seriously ripping people off

Seriously ripping people off. Prices over inflated, we hardly use our gas/electricity and pay a high amount of money per month, £900 in dept, we live in a well insulated 3 bedroom house not a mansion. Time to pay what we owe and move. Shame on you shell energy, your profits are a disgrace

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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