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Impossible to contact, awful customer service

5 June 2023

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

It took them 8 days to connect me to broadband

It took them 8 days to connect me to broadband. They had a faulty connection but never told me. I spent 2 hours over several days phoning them to get to the bottom of it. Only good thing is they made a goodwill payment, even though this didn’t come close to reimbursing my expenses due to lack of broadband

Impossible to contact, awful customer service.

This company is impossible to contact and unhelpful if you do manage to get through their nightmare phone system. I ended my broadband contract. They sent me 2 different bills but closed access to my online account so I couldn’t view them. I phoned twice. It took ages and ridiculous steps to get a person (their LiveChat never works, by the way). She said one bill was owing, the other not, but couldn’t take a phone payment – no, that system didn’t work either. I ended up paying by bank transfer but am now worried that they’re saying the other bill is outstanding. I searched for a complaint email form…it’s the same as the normal form, no option to complain. I have submitted it anyway, but no doubt that will go wrong too.
Just choose a company you can contact, avoid Shell!!


To everyone reading this, please see my other negatives reviews of Shell Broadband. STAY AWAY FROM THIS COMPANY IF YOU VALUE YOUR CREDIT FILE> Yet again Shell Broadband, you have supposed to have sorted my credit file. Yes it says settled but there are now two missed payments showing. It appears, for such a large company, you haven’t a clue what you’re doing. Either that or you just want to take peoples money with no responsibility. GET MY EXPERIAN CREDIT FILE SORTED PLEASE ASAP.


beware when leaving this greedy company. had to give 30 days notice even though out of contract. cancelled at the end of March and returned router but still taking payments in May. They now owe me £60.40 plus compensation agreed with agent. They like taking payments they are not entitled to but aren’t very eager to refund it!

The above are extracts from negative customer reviews about Shell Energy posted recently 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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