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Avoid Shell broadband like the plague

Avoid Shell broadband like the plague

10 June 2023

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

Company came to install fiber broadband…

Company came to install fiber broadband on the 18th of May, broadband, worked for a few hours. I have been trying to get something done about it several times, if your lucky to get through your told something different each time. It’s the 5th of June now and still nothing, no reply to emails. Apsolutle rubbish, don’t ever use them.

Avoid like the plague

I recommend Shell Energy change their name to Hell Energy. My broadband has been down for two weeks and every person I have spoke with has been extremely unhelpful. I’ve been on the phone to Shell nearly every day trying to sort the issue out. First we were told that the issue is with the micro filter cable and were advised to buy a new one. This did not fix the issue.

We knew the line was OK as we tested it multiple times with our phone. We tried three different routers and still no luck. Shell arranged an Openreach engineer to attend our property (that we had to wait a week for). They also only work Monday – Friday which is inconvenient seeing as the majority of people work full time during the week.

The Openreach engineer was very helpful and kind and did his best to help. Shell then sent us a new router and lo and behold the broadband still doesn’t work. Extremely frustrating when you are trying to revise for important exams.

Raised a complaint with Shell who have still not got back in contact with us.

I would advise to avoid using this company for your broadband. Pay a little more and go with a better provider.


For these people 3 billion profit is still not enough, they continue to rob us by taking late fee for failed direct debits, when their system fails to take the correct amount. Because their system built up by how to rob people, they can easily hide behind this as “we are really sorry, but cannot help you.” Also they are employing submitted people, who only able to repeat their already set up responses and cannot listen to the customer`s problem.

Like talking to a wall

Like talking to a wall. Trying to get them to understand a mistake is near impossible. Every agent I speak to agrees the bill is obviously wrong then again comes the threatening letters and no change to the bill. Avoid at all cost and if you do use them nske sure to photo your meter regularly.

Completely Incompetent

Worst customer service by far,
Am in the process of changing from this company to another supplier, part of the process is for shell to give my new supplier my meter readings, seems easy enough,,, You would think. As i had new smart meters fitted around 12 months ago my gas meter reading was 01495m3, The last meter reading on my last bill on the 2/6/23 showed a reading of 01492m3, yet somehow they have told my new supplier that my gas meter reading is 47605m3.
Thats only 46100ish m3 out! Or approx 516400kwhs worth of gas! Phoned up Shell to try to sort this out and after speaking to 3 different people its been raised as a complaint, the confirmation email that i was told i was getting with my reference number on it hasnt been sent, an i am no further forward, if you value ur time and sanity, go somewhere else, Anywhere!
I am also owed £920 worth of credit, guessing they have created a dispute so they can keep it a bit longer, Am dreading what the electric readings are gonna turn out to be!

Lovely on the phone but my bill goes up…

Lovely on the phone but my bill goes up by at least £1 every single month despite having signed a contract. My internet drops randomly at least a few times/week and I experience speeds as low as 100kbps despite living bang in the middle of a large city.

Terrible Company

Guys Just pay the least monthly payment to get the credit amount down, then leave

Next company to go bust

They’ll ruin your credit score on purpose even if you dont pay them a bill they know you dont even owe them. A credit score should change naturally, not something a business interferes with because they didnt get their way. Avoid this company.

They mocked me for having a disability

Called to sort out my bill. Told them I was autistic and had communication difficulties. They thought it was hilarious and openly mocked me then hung up.

I called back to make a complaint and they hung up again.

Filled in the online complaint form and they just closed it without contacting me.

Filled it in another 3 times and they closed them all without speaking to me

Customer service manager called me and said he would sort it out.

Since then I’ve had constant calls, texts and emails with random amounts i owe. They are deliberately targeting me due to my autism.

They are a terrible company with evil staff.

I am currently off work ill due to the constant harassment and discrimination from Shell.

Cannot even put into words how bad…

Can not even put into words how bad shell energy is. Over charged me for months, There engineers don’t come out when they are supposed to they don’t give you any notice they won’t be coming either. Good luck for when you phone up to try to speak to someone to solve the situation to become no one on the line understands simple English.

Shell energy, greedy and no empathy

The customer service from this lot is atrocious let alone the high pricing. I was pushed here after green energy went bankrupt , right at the time when prices rocketed , they changed my direct debit pushing me into financial difficulty and then when I finally managed to find a way to switch provider they again changed my direct debit and took £450 in one hit even after being well aware of my circumstances again pushing me into problems. Only interested in your money. DUZ , I have contacted shell again , nothing more can be done , as I’m no longer a customer I am not surprised by this.

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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